JP3828323B2 - Call center system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a call center system, and is a system in which when a customer is interacting with an operator by telephone, a communication by adding communication by a new communication means can be added. The present invention relates to communication of a call center system suitable for use when it is desired to add real-time communication between a customer and an operator who exchange information with each other.
[0002]
In addition, the call center system can make a telephone reservation for the operator from the customer's terminal when the customer can access the information of the call center system by using both the terminal and the telephone. The present invention relates to communication of a call center system suitable as a service provided to a customer in a situation where a customer wants to ask a question by telephone, etc.
[0003]
[Prior art]
Call centers connected when using telephone services for product inquiries, maintenance services, etc., are connected to operators who can make calls in an empty state, unless a customer calls and is otherwise specified. The At this time, generally, a call originated by a customer using a telephone is delivered to a call center PBX (Private Branch eXchange) via a PSTN (Public Switched Telephone Network), and the PBX ACD (Automatic Call Distribution). In the function, it is allocated to the operator who can talk now.
[0004]
On the other hand, a means called a Web call is known in which a customer who is browsing WWW information issues a dialog request from the browser screen. When this interactive request is made, a schedule is allocated to an operator who can talk using the ACD function of the Web server in the call center or the CTI (Computer Telephony Integration) server that has received the request.
[0005]
In the conventional call center, such as when using the web screen sharing in addition to the telephone, in addition to the single media, the customer received a dialog request issued from the browser screen as in the above web callback. At the same time, the web screen sharing between the operator and the customer is started, and at the same time, the telephone line between the operator and the customer is connected by the callback, thereby simultaneously realizing communication using different media between the two parties. .
[0006]
US Pat. No. 5,633,924 and US Pat. No. 5,564,411 describe the ACD function in a conventional call center for connecting an inbound call from a customer by telephone (call coming inside a call center) to an arbitrary operator.
[0007]
[Problems to be solved by the invention]
In a system such as a call center that allocates an arbitrary operator in response to a dialogue request from a customer, the method of simultaneously starting communication using different media and other communication means is a session between the servers that control each communication, etc. This is realized by coordinating control and call control.
[0008]
However, there is a case where the connection request for each communication means is issued individually after some time. In particular, when the customer and the operator had a conversation over the telephone first, if the other communication line originated from a communication line connected to the customer was requested, There is no means for assigning communications by specifying the same operator as the operator assigned to.
[0009]
Further, when inquiries are concentrated on the call center by telephone, there has been a stagnation of lack of customer service, such as whether the customer has to wait or be guided to make a call later. For example, a customer who could not solve the problem on the homepage provided by the call center can make a reservation for the operator's telephone so that the telephone can be connected smoothly, thereby improving customer service. The conventional call center system has a problem in that it lacks consideration for the fact that the customer can perform such comfortable communication.
[0010]
The present invention has been made to solve the above-mentioned problems, and its purpose is to provide a communication center by means of a computer other than a telephone when a customer and an operator have a telephone conversation when a customer and an operator have a telephone conversation. An object of the present invention is to provide a call center system in which communication by other communication means can be added.
[0011]
Another object of the present invention is to provide a call center system capable of improving customer service by allowing a customer to make a telephone reservation to an operator from a terminal.
[0012]
In order to achieve the above object, a first configuration of the invention according to the call center system of the present invention includes an ACD (Automatic Call Distribution) function for assigning a telephone call from a customer to an operator serving the customer, and other communication from the customer. In the call center system having a communication function that can be handled by an operator, the call center system has a connection control means that can assign communication by the other communication means from the customer to the terminal of the operator. , When a customer is connected to an operator by phone, Give the customer and the operator a common session ID, The connection control means includes According to the common session ID The customer and the operator can be identified and communicated, and the customer and the operator can be communicated with each other by the other communication means in addition to the telephone, and the customer and the operator A request for establishment of communication with an operator is made from the customer.
[0014]
In order to achieve the above object, the second configuration of the invention relating to the call center system of the present invention is that the operator can use the ACD function for assigning the call from the customer to the operator who responds to the customer and the other communication means from the customer. In the call center system having a communication function capable of responding to the call center system, the call center system has connection control means for assigning communication by other communication means from the customer to the terminal of the operator. When connected with an operator, Give the customer and the operator a common session ID, The connection control means includes According to the common session ID The customer and the operator can be identified and communicated, and the customer and the operator can be communicated with each other by the other communication means in addition to the telephone, and the customer and the operator A request for establishment of communication with the operator is made from the operator.
[0017]
In order to achieve the above object, the second configuration of the invention relating to the call center system of the present invention is that the operator can use the ACD function for assigning the call from the customer to the operator who responds to the customer and the other communication means from the customer. In the call center system having a communication function capable of responding to the call center system, the call center system includes connection control means for assigning communication by the other communication means from the customer to the terminal of the operator. When the communication means is connected to the terminal of an operator, the customer connects the operator to the operator communicating with the connected terminal by the other communication means. Send a connection request and select the operator according to the connection request It has an ACD control means.
[0018]
More specifically, in the call center system, the call center system has means for managing communication by other communication means from the customer by a session, and the customer inputs a session ID. ,phone This is connected to the operator.
[0020]
More specifically, in the call center system of the first configuration, the call center system further includes an ACD table for managing the status relating to the operator and an ACD control means, and which customer the operator responds to in the ACD table. The customer information is provided so that the customer can know whether the customer is in communication with the operator, and the customer identification information is passed to the ACD control means to establish the other communication operator. It is intended to be specified.
[0021]
In more detail, the call center system of the second configuration further includes an ACD table for managing the status related to the operator, and by referring to the status of the operator by the ACD table. ,phone An ACD control means to be assigned is provided.
[0022]
In the present invention, the customer information presented by the customer at the time of a connection request when a new communication means is additionally used between the customer and the operator who are already connected to the telephone line in the call center by the configuration as described above. Is provided with a connection control means that searches for the operator who is connected to the telephone line, so that the customer can communicate with the operator who is connected with the telephone line first by using a new communication means. Become.
[0023]
Further, in the present invention, when a new communication means is additionally used between a customer and an operator who are already connected to a telephone line in the call center, the operator acquires a session ID from the connection control means. By using a telephone line that is already connected to the line and informing the customer, and starting a new communication with the session ID, it becomes possible to communicate using additional new communication means later.
[0024]
Furthermore, in the present invention, in order to make an inquiry about the information being browsed by the customer who is browsing the WWW information, when issuing a dialog request from the browser screen and making a reservation for the corresponding operator, By providing an ACD control means for controlling an ACD that has been assigned an operator to the telephone, and assigning an operator to be secured and changing it to a reserved state, a telephone call made by a customer immediately after an operator reservation from the Web is You will be automatically connected to the reserved operator.
[0025]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments according to the present invention will be described below with reference to FIGS.
[System configuration of call center system]
First, the system configuration of the call center system according to the present invention will be described with reference to FIG.
FIG. 1 is a system configuration diagram of a call center system according to the present invention.
[0026]
The customer site 1 has a telephone 3 and a terminal 4 as communication means. Among these, the telephone 3 is connected to the PSTN 5, and the terminal 4 is connected to a network 6 such as the Internet.
[0027]
The connection line to the network 6 may be an analog line or ISDN (Integrated Service Digital Network), and the connection method may be any method such as a dial-up connection or a dedicated line connection from a corporate network (such as a LAN). .
[0028]
Now, assume that the customer wants to contact the call center and calls the call center 2 from the customer site 1. The call center 2 first receives a call from the customer 1 at a PBX (Private Branch eXchange) 7. A CTI (Computer Telephony Integration) server 8 connected to the PBX 7 has an ACD (Automatic Call Distribution), IVR (Interactive Voice Response) function, and the like, and controls the PBX 7. Here, the ACD is a function for automatically allocating calls received in the call center to the operators, and the ACD 11 in the server 8 assigns the operators 15 corresponding to the calls from the customers 1. The ACD 11 that has selected the corresponding operator instructs the PBX 7 to connect the telephone from the customer to the operator. The IVR is a function that guides the customer in response to an appropriate call. In the present embodiment, the ACD and IVR functions are described as functions in the CTI server 8, but a form in which the PBX 7 has functions therein may be used. Further, in this system configuration, the PBX 7 and the CTI server 8 are different configurations, but the present invention is also applicable to a device configuration in which the PBX 7 and the CTI server 8 are integrated.
[0029]
As will be described in detail later, in the call center system according to the present invention, it is assumed that the operator communicates with the operator via the network 6 from the customer site 1 through the terminal 4. Access via the network 6 by the terminal 4 of the customer 1 at this time is mediated by the relay server 9 in the call center. When trying to access Web content from the customer's terminal 4, the relay server 9 corresponds to a Web server. The terminal 4 may be a personal computer, or may be in the form of an Internet TV in which an Internet function is incorporated in a dedicated Internet terminal or a home appliance. The operator 15 side, like the customer 1, has a terminal 16 and a telephone 17, and uses these to handle the customer. The CTI server 8, the relay server 9, the customer database 10, and the operator terminal 16 are connected to a network such as a LAN (Local Area Network), and the operator telephone 17 is connected to the PBX 7.
[0030]
The CTI server 8 has an ACD function as described above and an ACD control means 12 in addition thereto. The relay server 9 includes a communication application server program 14 for executing the communication application and a connection control means 13.
[0031]
The ACD control means 12 in the CTI server 8 functions as an intermediary between the connection control means 13 and the ACD 11. The main function of the connection control means 13 in the relay server 9 is to connect when a customer and an operator other than the telephone perform communication using a computer.
[0032]
Compared with the conventional call center system, the novel feature of the present invention is that the ACD control means 12 and the connection control means 13 allow the customer and the operator to communicate seamlessly by telephone and computer. It is in.
[0033]
Embodiment 1
Hereinafter, the first embodiment according to the present invention will be described with reference to FIG. 2 in addition to the system configuration diagram of FIG.
FIG. 2 is a sequence diagram according to the first embodiment during communication of the call center system of the present invention.
First, the outline of the communication operation in the first embodiment will be described with reference to FIG.
[0034]
In the first embodiment, in a situation where an arbitrary operator is assigned to a telephone call from the customer site 1 and a telephone conversation is performed, a communication application newly operating on the terminal is used to create a dialogue channel. Assume a case where further communication is added to achieve mutual communication.
[0035]
In general, in order to communicate with a partner terminal using a communication application that operates on a terminal, it is necessary to specify a communication destination address. However, in the case of accessing Web content via a proxy server, the address that can be acquired from the communication header on the Web server side is the address of the proxy server, and the address of the partner terminal cannot be specified. Therefore, as a solution for such a case, a relay server (for example, a Web server) in which each person who wants to perform a conversation can specify an address is installed, and data communication is performed between terminals belonging to the same session via the relay server. There is a method to do.
[0036]
Also in this embodiment, consider a case where a customer and an operator communicate with each other via a relay server in this way.
[0037]
Now, when the telephone 3 of the customer site 1 and the telephone 17 of the operator are connected, it is assumed that the customer requests to add a new interactive function. In this case, a dialog means addition request is issued from the customer terminal 4. The dialogue means addition request is sent to the relay server 9 and received by the connection control means 13. In the case where a customer ID is sent as customer identification information when a dialog means addition request is made, the connection control means 13 that has received the dialog means addition request queries the customer database 10 for the customer telephone number using the customer ID as an argument. This process is not necessary when the customer telephone number is sent and received as customer identification information.
[0038]
The connection control means 13 that has solved the customer telephone number makes an inquiry to the ACD control means 12 using the customer telephone number as an argument, and searches for an operator who is currently making a call with the customer corresponding to the customer telephone number. The ACD control means 12 uses the received customer telephone number as an argument, and refers to the ACD table to find the corresponding operator. In the ACD table, the telephone number of the currently connected customer is held, and the operator who is making a call can be determined based on the received customer telephone number. The ACD table, which will be described in detail later, is a table mainly for managing the status of the operator for the ACD function. Then, the ACD control unit 12 returns the address of the terminal used by the corresponding operator to the connection control unit 13 as a search result. When the connection control means 13 receives the address of the operator's terminal, the connection control means 13 requests the server program 14 of the communication application to be newly used to generate a new session. When a session is generated and a session ID is received as a return value of the session generation request, this is notified to both the customer and the operator. The session ID is information used as a key for communication between the customer and the operator. The customer and the operator open a communication line with the application server program 14 using the session ID as a parameter, and the application server program 14 As an intermediary, a session is started and data communication can be performed.
[0039]
In this example, the application server program 14 has been described as performing data communication mediation. However, data communication is performed directly between the customer terminal 4 and the operator terminal 16, and the application server program 14 performs only call control. A configuration to perform is also possible. If the connection control means 13 includes all the call control functions of each communication program, the application server program 14 need not have a call control function.
[0040]
Next, the communication operation of the first embodiment will be described in detail for each communication sequence with reference to FIG.
[0041]
First, the customer 1 calls the representative number of the call center 2 (sequence 20). On the call center 2 side, this call is received by the PBX 7 and an inquiry is made to the ACD 11 function of the CTI server 8 as to which operator is connected (sequence 21). At this time, before making inquiries to ACD11, IVR's needs are divided into several categories, or the customer is not able to obtain the caller (telephone) number and is notified of the phone number. There is a case where customer information is acquired using a guidance format by such an automatic response device.
[0042]
The ACD 11 selects a corresponding operator as a response to the inquiry from the PBX 7, and returns the result to the PBX 7 (sequence 22). Then, PBX 7 instructed to connect to the operator connects the telephone line to the operator (sequence 23).
[0043]
Up to this point, the existing call center call center sequence has been used so far, but in this situation where the customer and the operator are conducting a telephone conversation, a new communication application that operates on the terminal is additionally used. Thus, it is the main point of the present invention to try to communicate with each other. Under this assumption, in the present embodiment, it is assumed that a communication line is newly established by the customer activation process to communicate.
[0044]
For example, in a situation where a telephone call is being made, it is assumed that both the customer and the operator want to see the same Web page screen or want to exchange information on the Web page screen. In this case, the relay server 9 runs a Web screen synchronization server program as the application server program 14, and the communication protocol between the customer terminal 4 and the relay server 9 is HTTP (Hyper Text Transfer Protocol) and relays with the operator terminal 16. The communication protocol between the servers 9 is performed by HTTP, TCP, or UDP.
[0045]
When the line connection is made, the customer inputs customer identification information from the input screen, and issues a dialog means addition request using the identification information as an argument. The customer identification information must be information that allows the call center 2 to uniquely identify the customer. The dialog means addition request sent from the customer is sent to the connection control means 13 operating in the relay server 9 (sequence 30).
[0046]
When the customer ID is sent as the customer identification information when the dialog means addition request is made, the connection control means 13 that has received the dialog means addition request inquires the customer database 10 of the customer telephone number with the customer ID as an argument (sequence 31). ). This process becomes unnecessary when a system for transmitting and receiving a customer telephone number as customer identification information is used. The connection control means 13 that has resolved the customer telephone number makes an inquiry to the ACD control means 12 using the customer telephone number as an argument, and searches for an operator who is currently making a call with the customer corresponding to the customer telephone number (sequence 32). .
[0047]
The ACD control means 12 uses the received customer telephone number as an argument, refers to the ACD table, finds the corresponding operator, and returns the address of the terminal used by the operator (sequence 33). The ACD table holds the telephone number of the currently connected customer, finds out the operator who is calling by the received customer telephone number, and returns the address. An error occurs when the received customer telephone number does not exist in the ACD table.
[0048]
When the connection control means 13 receives the address of the operator terminal, it issues a new session generation request to the server program 14 of the communication application to be additionally used (sequence 34). When a session is generated and a session ID is received as a return value of the session generation request (sequence 35), this is notified to the customer as a response to the interactive means addition request in sequence 30 (sequence 36). The session ID can be transferred to an applet working behind the displayed Web page, and as a customer, communication can be started without being aware of the session ID, or it can be explicitly displayed on the Web page. A method of starting communication by clicking on it can be considered.
[0049]
Regardless of whether or not the customer is aware of this, the customer opens a communication line with the application server program 14 using the session ID as a parameter (sequence 37). Although not shown, a session ID is also passed to the operator side, and the application server program 14 can perform communication through the communication between the two using the session ID as a key.
[0050]
Here, since the operator terminal is in the call center 2 (intranet), it is assumed that the address of the operator terminal can be accurately acquired from the communication header, unlike the communication between the customer terminal 4 and the relay server 9. If this assumption does not hold, it is necessary to establish a communication line between the operator terminal and the relay server 9 by using the session ID as a parameter as in the case between the customer terminal 4 and the relay server 9. If the address of the operator terminal cannot be acquired, the connection control means 13 returns information for identifying the operator such as an operator ID in sequence 33, and issues a session generation request with the operator identification information as an argument in sequence 34. The connection control unit 13 receives a session ID from the application server program 14. In order to receive this session ID, the connection control unit 13 sends a search request using operator identification information such as an operator ID as an argument from the operator side. It is necessary to be able to retrieve and obtain by issuing
[0051]
[Embodiment 2]
Next, a second embodiment according to the present invention will be described with reference to FIG.
FIG. 3 is a sequence diagram according to the second embodiment during communication of the call center system of the present invention.
[0052]
In the second embodiment, as in the first embodiment, when the customer and the operator are having a conversation with each other by telephone, a conversation using a communication application that operates on the terminal is further added to perform communication. This is the case. The difference from the first embodiment is that, in the first embodiment, an additional process of dialogue is requested on the initiative of the customer, but in the second embodiment, an additional process of dialogue is requested by the operator side. It is.
[0053]
Similar to the first embodiment, in this embodiment, a case where a customer and an operator communicate via a relay server is considered.
[0054]
First, the telephone line connection procedure between the customer and the operator is the same as in the first embodiment (sequences 20 to 23).
[0055]
When the use of a new dialog means is started by a request from the operator, the operator issues a new session registration request to the connection control means 13 (sequence 40). The connection control means 13 that has received the session registration request issues a new session generation request to the server program 14 of the communication application with the address of the operator terminal 16 acquired from the communication header as an argument (sequence 34). Upon receiving this new session generation request, the server program 14 of the communication application returns a session ID to the connection control means 13 (sequence 35).
[0056]
The connection control means 13 notifies the operator of the received session ID as a response to the new session registration request in sequence 40 (sequence 42).
[0057]
This session ID is notified to the customer by using the already connected telephone line and verbally telling the customer (sequence 45). The customer opens a communication line with the application server program 14 using the session ID as a parameter, and performs data communication with the operator using the application server program 14 as an intermediary (sequence 37).
[0058]
The specific communication image in this case is as follows.
[0059]
The customer refers to the homepage established by the call center by inputting ULR into the browser. The call center home page has a field for inputting the session ID from the customer side, and the customer puts the session ID heard over the telephone and sends it to the relay server 9. The server program 14 of the communication application interprets the session ID and starts a session between the customer and the operator, so that both can share the same Web page and exchange information.
[0060]
[Embodiment 3]
Next, a third embodiment according to the present invention will be described with reference to FIG.
FIG. 4 is a sequence diagram according to the third embodiment during communication of the call center system of the present invention.
[0061]
The first and second embodiments are cases where communication at a terminal is added to a customer and an operator who are calling. In the third embodiment, the idea is different from the both, and the telephone side can be reserved to the operator from the customer side. That is, according to the present embodiment, when a request is made from a means other than the telephone, for example, a call request from the terminal 4 of the customer site 1 to the call center 2 to make a reservation for the corresponding operator, and when a call is made from the customer when the reservation is made, In this example, a telephone is automatically connected to the reserved operator.
[0062]
Depending on the content of the call center, the customer may not be able to connect to the phone even if he / she wants to receive the service. The ability to make a telephone reservation in such a case is advantageous for the customer, and it can be expected that the operator can also be managed effectively from the call center side.
[0063]
For example, when a customer who has been browsing the WWW information provided by the call center makes an inquiry related to the WWW posted information, or a customer who has attempted to solve the problem by referring to the Q & A of the WWW posted information In this case, the Q & A information cannot solve the problem and tries to make an inquiry to the call center.
[0064]
In this case, the customer first inputs necessary information on the form input screen at the time of inquiry and issues a dialog reservation request (sequence 50). The conversation reservation request is transmitted to the relay server 9 (in this case, the Web server) and is transferred to the connection control means 13 operating in the server. The connection control means 13 extracts customer identification information from the received form input information, makes an inquiry to the customer database 10 as necessary, and acquires a customer telephone number (sequence 31). After acquiring the customer telephone number, the connection control means 13 issues a corresponding operator reservation request with the customer telephone number as an argument to the ACD control means 12 (sequence 52).
[0065]
Upon receiving the operator reservation request, the ACD control means 12 selects an appropriate operator with reference to the ACD table, and rewrites the ACD table with the selected operator as the reservation state. Here, an appropriate operator is an operator who can schedule a call so that a customer can be answered when the customer calls. The ACD control means 12 transmits the address of the operator terminal as necessary information to the connection control means 13 (sequence 53). In addition, a notification message is sent to the operator terminal to the assigned operator that a call from the customer is sent (sequence 54).
[0066]
When receiving the terminal address of the corresponding operator, the connection control means 13 issues a session registration request to the application server program 14 (for example, Web screen synchronization server program) using the operator terminal address as an argument (sequence 34). When the connection control means 13 receives the session ID generated by the application server program 14 (sequence 35), this is notified to the customer as a response to the dialog reservation request in sequence 50 (sequence 56). As a notification method, for example, a method of displaying on a Web page viewed by a customer can be considered. The session ID is also notified to the operator (sequence 55). However, since the operator can be identified and identified from the address, the processing of the sequence 55 may be omitted.
[0067]
On the other hand, the session ID is also notified to the ACD control means 12 (sequence 57). Here, the ACD control means 12 manages the operator's telephone number assigned to the session management table and the session ID as a pair.
[0068]
When the customer and the operator receive the session ID, prior to the telephone conversation, the customer and the operator connect the application server program 14 and the communication line with the session ID as an argument, and start a conversation session using the terminal (sequence 37).
[0069]
The customer who has received the notification of the session ID dials the telephone dedicated number after the operator reservation, and inputs the session ID as input information guided by the second dial or IVR (sequence 60). The ACD control means 13 that has received the session ID searches the information previously registered in the session management table in the sequence 57, and derives the telephone number of the operator corresponding to the session ID. When the operator telephone number is found, the PBX is instructed to connect the customer telephone to the telephone number (sequence 65), and the customer telephone is connected to the operator (sequence 66).
[0070]
The ACD table needs to be rewritten in response to the telephone call between the customer and the operator. This rewriting is performed after the ACD control means 13 receives the session ID in sequence 60 and then the customer telephone in sequence 66. The process is performed at any stage until the operator is connected (sequence 64). Alternatively, the reservation state may not be set at the stage of the sequence 52, but the call state may be registered first.
[0071]
When the customer telephone number can be automatically acquired by the caller ID notification, the customer telephone number and the reserved operator's telephone number are managed in the ACD control means 12 as a pair, and the ACD control means 12 performs a session. The process of sequence 57 for notifying the ID becomes unnecessary. That is, instead of managing reservations by session ID, the customer's telephone number is used as a reservation key. In this way, in the sequence 60, the customer phone is connected to the reserved operator by making an inquiry to the ACD control means 12 using the customer phone number to be automatically acquired as an argument without using the second dial or IVR. .
[0072]
[Operation of connection control means 13]
Next, the operation of the connection control means 13 of the call center system according to the present invention will be described with reference to FIG.
[0073]
FIG. 5 is a flowchart showing the operation of the connection control means 13.
[0074]
When the connection control unit 13 is realized as a program executed by the relay server 9, for example, the program is started up and operated automatically or manually when the relay server 9 is started up. After starting the program, it will be in a waiting state for receiving three types of request messages. The breakdown of the three types of request messages includes three types: a dialog means addition request, a session registration request, and a dialog reservation request.
[0075]
In the dialog means addition request, a telephone line between the customer and the operator as described in the first embodiment is connected, and a new communication line / communication means is newly used in a situation where a telephone conversation is performed. This is a request message issued from the customer side when the used dialogue is additionally used between the customer and the operator (sequence 30 in FIG. 2). On the other hand, the session registration request is a request message issued from the operator side as described in the second embodiment under the above circumstances (sequence 40 in FIG. 3). As described in the third embodiment, for example, when a customer who has browsed WWW information thinks to make an inquiry about the browsed information, the dialog reservation request is made by an operator before making a call. This is a request message issued by the customer from the browser via the Web server in order to make a reservation (sequence 50 in FIG. 4).
[0076]
(I) Receive interactive request addition request
When the connection control means 13 receives the dialogue means addition request (step 70), the connection control means 13 attempts to resolve the customer telephone number based on the customer identification information sent together with the dialogue means addition request (step 73). Step 73 is a process required when the customer telephone number is not included in the information sent as the customer identification information, and is unnecessary when the customer telephone number is included in the information sent as the customer identification information. . If not included, for example, if the information sent as customer identification information is a customer ID, the connection control means 13 issues a query to the customer database 10 with the customer ID as an argument, and retrieves and acquires the customer telephone number. To do. When the customer telephone number is found, the connection control means 13 makes an inquiry to the corresponding operator using the customer telephone number as an argument to the ACD control means 12 (step 74).
[0077]
The mechanism at this time is a mechanism for specifying an operator who is making a call with the customer of the customer telephone number. In other words, the ACD control means knows the customer telephone number that the customer is currently calling, and performs matching with the customer telephone number retrieved from the database later. Then, an operator talking with the customer is determined.
[0078]
In this system, when the customer calls the call center, the customer phone number cannot be obtained by the caller ID notification, or the customer phone number applied by the customer at the time of requesting an additional means of interaction is the phone number currently used. If it is different, or if the information registered in the customer database 10 is different from the currently used telephone number, an error occurs.
[0079]
As a countermeasure against such a case, for example, when a call from a customer is received at a call center, the customer ID is prompted using an IVR or the like, and when the operator assigns and connects, the customer ID is also stored in the ACD table. You just have to register. In this way, in step 74, it is possible to search for the corresponding operator using the customer ID as an argument, and it is not affected by factors such as an error in acquiring the customer telephone number or the difference between the registered information and the time of use. This is an idea of trying to manage a customer's telephone call with a customer ID instead of a telephone number.
[0080]
The ACD control unit 12 that has identified the corresponding operator returns the address of the terminal used by the operator to the connection control unit 13 as a return value (step 76). The connection control means 13 that has acquired the address of the operator terminal issues a session registration request to the newly used application server program 14 using the acquired operator terminal address as an argument (step 77). The connection control program 13 receives the session ID as a return value from the application server program 14 (step 78), and notifies the customer of the session ID (step 80).
[0081]
(II) Session registration request received
When the connection control means 13 receives the session registration request (step 71), it obtains the address of the operator terminal from the communication header, and follows the same steps as step 77 and step 78 when the dialog means addition request is received. The ID is acquired and returned as a return value to the operator terminal (step 82).
[0082]
(III) Dialogue reservation request reception
When the connection control means 13 receives the dialog reservation request (step 72), the customer telephone number is resolved (step 73). The resolution of the customer telephone number is the same as the process when the dialog means addition request message is received. The resolution of the customer telephone number is effective when the telephone number used by the customer can be automatically acquired by a caller ID notification or the like when the customer calls later. In other words, when the two do not match, it is possible to perform processing such as making the phone call invalid and not holding the phone.
[0083]
When the customer telephone number is found, the connection control means 13 issues a reservation request for the corresponding operator with the customer telephone number as an argument to the ACD control means 12 (step 75).
[0084]
An operator's reservation results in an error when the operator's reservation is not possible, such as when the operators are all busy, but the flow in this case is omitted in the description of this figure. If the operator assignment becomes an error due to operator busy or the like, the connection control means 13 returns to the step 70 after receiving the error message from the ACD control means 12.
[0085]
On the other hand, when the operator reservation is normally made, the connection control means 13 receives from the ACD control means 12 the address of the terminal used by the operator reserved and allocated as a return value (step 76). The processing after receiving the address of the operator terminal, step 77 and step 78, are the same as those in the case of performing processing for the dialog means addition request. After acquiring the session ID (step 78), the connection control means 13 notifies the ACD control means 12 of the session ID (step 79). The session ID is also returned to the customer as a response to the dialog reservation request (step 84). However, if the reservation is managed not by the session ID but by the customer telephone number, and when the customer telephone number can be acquired by the caller number notification when calling from the customer, the processing of step 79 and step 84 is performed. Since the telephone can be connected to the operator even without the session ID, it is an unnecessary process.
[0086]
The connection control means 13 returns to before step 70 and repeats the reception processing of the three types of request messages until the program is terminated due to shutdown of the relay server 9 or the like (step 86).
[0087]
[Operation of ACD Control Unit 12]
Next, the operation of the ACD control means 12 of the call center system according to the present invention will be described with reference to FIG.
FIG. 6 is a flowchart showing the operation of the ACD control means 12.
[0088]
When the ACD control unit 12 is realized as a program executed by the CTI server 8, for example, the program is automatically or manually started and operated when the CTI server 8 is started. After starting the program, it will be in the state of waiting for receiving two types of request messages. The two types of request messages are a corresponding operator inquiry request and a corresponding operator reservation request.
[0089]
As described in the first embodiment, the corresponding operator inquiry request refers to the ACD from the connection control means 13 when the customer and the operator are talking over the telephone and requesting the addition of the dialogue by the customer. This is a process of inquiring operator information to the control means 12 (sequence 32 in FIG. 2). In addition, as described in the third embodiment, the corresponding operator reservation request is a request from the connection control means 13 to the ACD control means 12 when the customer reserves a telephone conversation with the operator by means such as the terminal 4. On the other hand, it is a process of reserving an operator who can respond (sequence 52 in FIG. 4).
[0090]
(I) Receive corresponding operator inquiry request
When the ACD control means 12 receives the corresponding operator inquiry request (step 90), the ACD table is referred to with the customer telephone number sent in the request message as an argument, and the call state with the customer who uses the customer telephone number Is searched for (step 92).
[0091]
When the corresponding operator is found and the terminal address of the operator is acquired as a search result (step 94), the operator terminal address information is returned to the connection control means 13 as the return value of the corresponding operator inquiry request (step 96). ).
[0092]
(II) Receive operator reservation request
On the other hand, when the ACD control means 12 receives the corresponding operator reservation request (step 91), the ACD control unit 12 refers to the ACD table to check the status of the vacant operator and makes an appropriate operator assignment reservation. At this time, the operator item to be reserved on the ACD table is rewritten with the customer telephone number sent in the request message as an argument (step 93). However, registration of the customer telephone number may be omitted. If the operator reservation can be made (step 95), the address of the terminal used by the reserved operator is returned to the connection control means 13 (step 97). On the other hand, if the operator is busy and there is no operator who can make an allocation reservation, a busy (error) message is returned to the connection control means 13 as a response to the corresponding operator reservation request (step 99). After returning the busy notification to the connection control means 13, it returns to the initial state and waits in a request message waiting state.
[0093]
After the corresponding operator reservation is successful and the connection control means 13 is notified of the address of the reservation operator terminal, the ACD control means 12 waits for a session ID notification from the connection control means 13. Upon receiving the notification of the session ID, the ACD control means 12 manages a pair of the telephone number of the operator reserved in advance and the session ID in the session management table (step 101). After that, when a telephone call using the session ID as an access key is received (step 103), the telephone number of the operator corresponding to the session ID is retrieved from the information registered and managed in step 101, and the telephone from the customer is connected to the telephone number. The PBX 7 is instructed to do so (step 105).
[0094]
When the above processing is completed, until the program is terminated (step 109), the process returns to the initial state and waits for reception of a request message.
[0095]
[Data structure of communication packet, command, management table]
Next, the data structure of a management table for communication packets, commands, and control used for communication according to the present invention will be described with reference to FIGS.
FIG. 7 is a diagram showing an example of the data structure of a communication packet of a dialog means addition request or a dialog reservation request.
FIG. 8 is a diagram illustrating an example of a data structure of a communication packet for a session registration request.
FIG. 9 is a diagram illustrating an example of a data structure of a communication packet when performing a customer telephone number search.
FIG. 10 is a diagram illustrating an example of a data structure of a communication packet for notifying a customer telephone number search result.
FIG. 11 is a diagram illustrating an example of a data structure of a communication packet when a corresponding operator inquiry or a corresponding operator reservation is made.
FIG. 12 is a diagram illustrating an example of a data structure of a communication packet for notifying an operator terminal address.
FIG. 13 is a diagram illustrating an example of a data structure of a communication packet for performing session ID notification.
FIG. 14 is a diagram illustrating an example of a data structure of a command for making a session registration request.
FIG. 15 is a diagram illustrating an example of a data structure of a command for notifying the result of the session registration request.
FIG. 16 is a diagram illustrating an example of a data structure of a command for making an ACD table reference or an ACD table change request.
FIG. 17 is a diagram illustrating an example of the data structure of a command for notifying the result of an ACD table reference or ACD table change request.
FIG. 18 is a diagram illustrating an example of the ACD table.
FIG. 19 is a diagram illustrating an example of a session management table.
[0096]
7 is a packet sent from the terminal 4 of the customer site 1 to the connection control means 13 (sequence 30 in FIG. 3, sequence 50 in FIG. 4). The communication header 110 is a header used for communication of this packet. When TCP / IP is used as a protocol, a transmission source IP address, a transmission destination IP address, and the like are usually stored. The packet identifier 112 stores a code for indicating either one of a dialog means addition request or a dialog reservation request. The customer identification information 114 is information for uniquely identifying a customer input by the customer when issuing a request, such as a customer ID and a customer telephone number, at the call center.
[0097]
The session registration request communication packet shown in FIG. 8 is a packet sent from the operator terminal 16 to the connection control means 13 (sequence 40 in FIG. 3). The packet identifier 122 stores a code for indicating a session registration request.
[0098]
9 is a packet sent from the connection control means 13 to the customer database 10 (sequence 31 in FIG. 2, sequence 31 in FIG. 4). This packet is an inquiry about the customer telephone number in the customer database 10 using the customer ID as an argument when the customer identification information received in the dialog means addition request or the dialog reservation request is information other than the customer telephone number information, for example, the customer ID. It is used when performing. The packet identifier 132 stores a code indicating that the customer telephone number search is being performed. The customer ID information 134 is a customer ID to be inquired.
[0099]
The communication packet for notifying the customer phone number search result shown in FIG. 10 is a packet sent from the customer database 10 to the connection control means 13 and sent as return information of the communication packet for the customer phone number search of FIG. It is. The packet identifier 142 stores a code indicating that the result is a customer telephone number search result. The result flag 144 is flag information indicating a result such as whether the search result has succeeded or failed with no match. The customer telephone number 146 stores information on the customer telephone number that is the search result when the search is successful.
[0100]
The communication packet for performing the corresponding operator inquiry or the corresponding operator reservation shown in FIG. 11 is a packet sent from the connection control means 13 to the ACD control means 12 (sequence 32 in FIG. 2 and sequence 52 in FIG. 4). The packet identifier 152 stores a code indicating either a corresponding operator inquiry or a corresponding operator reservation. The customer telephone number 154 is information on a customer telephone number that is particularly necessary when making a corresponding operator inquiry.
[0101]
The communication packet for notifying the operator terminal address shown in FIG. 12 is a packet sent from the ACD control means 12 to the connection control means 13, and is sent as return information for making a corresponding operator inquiry or corresponding operator reservation in FIG. It is a packet (sequence 33 in FIG. 2, sequence 53 in FIG. 4).
[0102]
The packet identifier 162 stores a code indicating that the communication packet notifies the operator terminal address. The result flag 64 is flag information indicating success / failure of the result of the corresponding operator inquiry or the corresponding operator reservation. The IP address 166 is address information of the operator terminal that is notified as a return value when the result is successful.
[0103]
The communication packet for notifying the session ID shown in FIG. 13 is a packet sent from the connection control means 13 to the ACD control means 12. The session ID of the session newly registered in the application server program 14 is sent to the ACD control means 12. This is a packet for notification (sequence 57 in FIG. 4). This is a packet used in the case of Embodiment 3 where a customer makes a telephone reservation, and the session ID received by the ACD control means 12 is stored in a session management table described later.
[0104]
The packet identifier 172 stores a code indicating that the communication packet is a session ID notification. The session ID 174 is information on a session ID to be notified.
[0105]
14 is a command sent from the connection control means 13 to the application server program 14 (sequence 34 in FIG. 2, sequence 34 in FIG. 4), and the connection control means 13 creates a new session. Sent when requesting to generate. The command identifier 200 stores a code indicating that the command type is related to session registration. The flag 202 stores a code indicating that it is a request packet. The operator terminal address 206 is terminal address information of an operator who performs session registration and tries to communicate with a customer.
[0106]
The command for notifying the result of the session registration request shown in FIG. 15 is a command sent from the application server program 14 to the connection control means 13 and returned as return information of the command for making the session registration request in FIG. The sequence 35 in FIG. 2 and the sequence 35 in FIG. 4). The command identifier 200 stores a code indicating that the command type is related to session registration. The flag 212 stores a code indicating that the command returns a session registration request result. The flag 214 is information indicating success / failure of the result, and the session ID 216 is a session ID generated by the application server program 14 when the result is successful.
[0107]
FIG. 16 shows a command for making an ACD table reference or ACD table change request, which is a command sent from the ACD control means 12 to the ACD 11 on the CTI server 8. 11 is received from the ACD control means 12 to the ACD 11 (sequence 32 in FIG. 2), and when the customer makes a telephone reservation, the communication packet for making the corresponding operator reservation in FIG. Is received and sent from the ACD control means 12 to the ACD 11 (sequence 32 in FIG. 4).
[0108]
The command identifier 220 stores a code indicating that the command is related to ACD table reference or ACD table change. The flag 222 stores a code indicating that it is a request packet. The customer telephone number 226 is information on a customer telephone number that is a key for determining a corresponding operator when making a corresponding operator inquiry, and for obtaining an operator to make a reservation when making a corresponding operator reservation.
[0109]
The command for notifying the result of the ACD table reference or ACD table change request shown in FIG. 17 is a command sent from the ACD 11 to the ACD control means 12, and the return information of the ACD table reference or ACD table change request command of FIG. Command returned as. The command identifier 220 stores a code indicating that the command is related to ACD table reference or ACD table change. The flag 232 stores a code indicating that the command returns a result. The flag 234 is information indicating the success or failure of the result and the situation. The operator information 236 is information related to the operator such as address information of the operator terminal that is notified when the result is successful.
[0110]
The ACD table shown in FIG. 18 is in the ACD 11 in the CTI server 8 and is a table for managing the state of the operator.
[0111]
Since the ACD can manage the state of the operator and can make a call, the minimum necessary information for assigning the operator is an operator ID 300, presence / absence information 305, and a call status (306). Other information managed as the operator's status may include call volume, call time, work time, and the like, which are omitted here.
[0112]
When the operator information is managed in the database, the information managed in the ACD table may be limited to the operator ID, and detailed information may be retrieved from the associated database as necessary. However, here, the telephone number 301 of the operator and the address 302 of the operator terminal, which are information used in the call center system of the present embodiment, are also managed in the ACD table.
[0113]
First, the ACD table is defined as a table for managing the operator status. In some cases, as shown in FIG. 17, a customer telephone number 308 and a customer ID 309 are also included as customer information in a call state or a reservation state. It is also possible to manage it. The customer telephone number here is the telephone number of the customer who is making a call, and is obtained by the ACD 11 by the caller number notification function or IVR. When constructing an actual system, a relational database or the like may be used, and this customer information may be separated and managed in a separate table and associated with an operator ID or the like.
[0114]
In the table, the operator of the operator ID 001 is “busy”, the operator of the operator ID 002 is “away”, the operator of the operator ID 010 is “vacant”, and the operator of the operator ID 011 is “reserved”. .
[0115]
This ACD table is referred to when obtaining information on an operator corresponding to a customer when a corresponding operator makes an inquiry (sequence 32 in FIG. 2). When there is a reservation for the corresponding operator, an operator to make a reservation for the customer is searched (sequence 32 in FIG. 4). The ACD 11 writes the latest state in the ACD table every time the line state changes in order to grasp the current state of the operator.
[0116]
The session management table shown in FIG. 19 is placed in the ACD control means 12, and when a customer makes a telephone reservation, in order to connect the telephone to the operator, the session ID 350 and the telephone number 352 of the operator are paired. It is a table to be managed. Here, since the operator information is received as a return value of the ACD table reference or ACD table change command, the operator ID 354 and the operator's terminal address 356 are similarly managed according to the operator information managed in the ACD table. Yes.
[0117]
[Communication form expected to be applied to the present invention]
In the first embodiment and the second embodiment of the present invention, a new communication means is added when a customer and a call center operator have a telephone conversation. As a specific example of communication, a case where a customer and an operator share information via a Web page has been described.
[0118]
However, the communication form between the customer and the operator is not limited to this, and any communication form can be used as long as the concept is the same session. In particular, a system containing moving images such as an interactive system (electronic conference system, videophone system) using the Internet is a promising field as the Internet develops in the future. In addition, it is particularly effective when a customer and an operator communicate with each other in real time, such as chat, whiteboard, and Internet telephone.
[0119]
Although the effectiveness is reduced compared with the case where the customer and the operator communicate in real time, it can also be used in the case of E-Mail, FAX, and Internet FAX.
[0120]
【The invention's effect】
According to the present invention, in a call center capable of providing a communication means using a computer other than a telephone to a customer, a call center system capable of adding communication by other communication means when a customer and an operator are conducting a telephone conversation is provided. can do.
[0121]
In addition, it is possible to provide a call center system capable of improving customer service by allowing a customer to make a telephone reservation to an operator from a terminal.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram of a call center system according to the present invention.
FIG. 2 is a sequence diagram according to the first embodiment during communication of the call center system of the present invention.
FIG. 3 is a sequence diagram according to a second embodiment during communication of the call center system of the present invention.
FIG. 4 is a sequence diagram according to a third embodiment during communication of the call center system of the present invention.
FIG. 5 is a flowchart showing the operation of the connection control means 13;
6 is a flowchart showing the operation of ACD control means 12. FIG.
FIG. 7 is a diagram illustrating an example of a data structure of a communication packet of a dialog means addition request or a dialog reservation request.
FIG. 8 is a diagram illustrating an example of a data structure of a communication packet for a session registration request.
FIG. 9 is a diagram illustrating an example of a data structure of a communication packet when performing a customer telephone number search.
FIG. 10 is a diagram illustrating an example of a data structure of a communication packet for notifying a customer phone number search result.
FIG. 11 is a diagram illustrating an example of a data structure of a communication packet when a corresponding operator inquiry or a corresponding operator reservation is made.
FIG. 12 is a diagram illustrating an example of a data structure of a communication packet for notifying an operator terminal address.
FIG. 13 is a diagram illustrating an example of a data structure of a communication packet for performing session ID notification.
FIG. 14 is a diagram illustrating an example of a data structure of a command for making a session registration request.
FIG. 15 is a diagram illustrating an example of a data structure of a command for notifying a result of a session registration request.
FIG. 16 is a diagram illustrating an example of a data structure of a command for making an ACD table reference or an ACD table change request.
FIG. 17 is a diagram illustrating an example of a data structure of a command for notifying the result of an ACD table reference or an ACD table change request.
FIG. 18 is a diagram illustrating an example of an ACD table.
FIG. 19 is a diagram illustrating an example of a session management table.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 ... Customer site, 2 ... Call center, 3 ... Customer telephone, 4 ... Customer terminal, 5 ... Telephone network, 6 ... IP network, 7 ... PBX, 8 ... CTI server, 9 ... Relay server, 10 ... Customer database, 11 ... ACD, 12 ... ACD control means, 13 ... connection control means, 14 ... application server program, 15 ... operator, 16 ... operator terminal, 17 ... operator telephone.

Claims (6)

In a call center system having an ACD (Automatic Call Distribution) function for assigning a telephone call from a customer to an operator who responds to the customer and a communication function that can be answered by the operator by other communication means from the customer.
This call center system has connection control means capable of assigning communication by other communication means from the customer to the terminal of the operator,
When a customer is connected to an operator by phone,
Give the customer and the operator a common session ID,
The connection control means enables communication by specifying the customer and the operator by the common session ID ,
In addition to the telephone, the customer and the operator comprise connection control means for enabling communication with each other by the other communication means,
A call center system for requesting establishment of communication between the customer and the operator from the customer. In a call center system having an ACD function for assigning a telephone call from a customer to an operator who responds to the customer and a communication function that can be handled by the operator by other communication means from the customer.
This call center system has connection control means capable of assigning communication by other communication means from the customer to the terminal of the operator,
When a customer is connected to an operator by phone,
Give the customer and the operator a common session ID,
The connection control means enables communication by specifying the customer and the operator by the common session ID ,
In addition to the telephone, the customer and the operator comprise connection control means for enabling communication with each other by the other communication means,
A call center system for requesting establishment of communication between the customer and the operator from the operator. In a call center system having an ACD function for assigning a telephone call from a customer to an operator who responds to the customer and a communication function that can be handled by the operator by other communication means from the customer.
This call center system has connection control means capable of assigning communication by other communication means from the customer to the terminal of the operator,
When the customer is connected to the terminal of an operator by the other communication means,
The customer has an ACD control means for sending a connection request so that a telephone is connected to an operator communicating with the connected terminal by the other communication means, and selecting the operator by the connection request. And call center system. This call center system
Means for managing communication by other communication means from the customer through a session;
4. The call center system according to claim 3, wherein the customer connects the telephone to the operator by inputting a session ID. The call center system further includes an ACD table for managing the status related to the operator,
ACD control means,
In the ACD table, customer information is provided so that the operator knows which customer the customer is dealing with,
In establishing communication between the customer and the operator,
2. The call center system according to claim 1, wherein an operator who establishes the other communication is specified by passing customer identification information to the ACD control means. The call center system further includes an ACD table for managing the status related to the operator,
4. The call center system according to claim 3, further comprising ACD control means for allocating a telephone by referring to an operator's state by the ACD table.

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