JP3977127B2 - Image storage device - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a terminal status monitoring device, a terminal status management device, a terminal status monitoring method, a program, and a storage medium.
[0002]
[Prior art]
In recent years, customer service systems using computer telephony integration (CTI) have become widespread, and are installed, for example, in customer consultation rooms in general companies. Such a customer-facing system generally turns a customer's phone into a telephone terminal used by one of the operators by a private branch exchange (PBX), and the operator uses it together with the telephone terminal. The system configuration is such that the contents of a telephone call from a customer are stored and stored in a database as customer-corresponding information by an information input / output device such as a personal computer.
[0003]
In a customer service system having such a system configuration, when a call is received from a customer, a database in which customer service information is stored is searched, and customer service information related to the customer is stored and stored in the database. In general, customer information related to a customer is called to an information input / output device used by an operator who receives a call from the customer. As a result, when a call is received from a customer who has previously called and the customer correspondence information at that time is stored and stored in the database, the operator receiving the call will respond to the customer with respect to the customer. You can answer the phone while looking at the information.
[0004]
[Problems to be solved by the invention]
By the way, in the conventional customer service system, the number of queued persons is displayed on the information input / output device used by each operator, so that each operator can easily round up the current work (telephone, post-processing). "Take the next phone as soon as possible."
[0005]
However, with such a mechanism that only conveys a message, a supervisor (administrator) that manages each operator cannot accurately grasp the state of each operator, which is inefficient.
[0006]
An object of the present invention is to enable a supervisor who manages each operator to quickly grasp when there is a shortage of operators capable of handling customers.
[0007]
The object of the present invention is to provide an instruction such as “Take up the current work (telephone, post-processing) quickly and pick up the next call quickly” when there are not enough operators of telephone terminals capable of handling customers. It is to be able to give each operator individually and accurately.
[0008]
The object of the present invention is to allow supervisors managing each operator to promptly and accurately instruct when the telephone response situation becomes worse (when there are many customers who are not connected even if they make a call). Is to do.
[0009]
[Means for Solving the Problems]
The terminal status monitoring apparatus according to the first aspect of the invention is a terminal status monitoring apparatus connected to a network together with a private branch exchange that selectively receives a call signal from an external network to a telephone terminal used by any operator. The terminal status acquisition means for acquiring the operating status of each telephone terminal, and the terminal status for causing the display status to be displayed on the operating status of each telephone terminal acquired by the terminal status acquiring means. Display means; Current connection rate calculating means for calculating a connection rate of the calling signal from the external line network to the telephone terminal between a predetermined time and the present time; , Current connection rate display means for displaying the current connection rate calculated by the current connection rate calculation means on the display unit, and past connection for calculating a connection rate of the call signal from the past external line network to the telephone terminal A rate calculation means; a past connection rate display means for displaying a past connection rate calculated by the past connection rate calculation means on the display unit; Is provided.
[0010]
Therefore, the display unit displays the operating status of each telephone terminal used by the operator, and the supervisor who supervises each operator has only a short look at the display contents, and there is a shortage of operators that can handle customers. It becomes possible to quickly grasp cases and the like.
Therefore, it is possible to thoroughly manage the target by displaying the connection rate of the calling signal from the external line network to the telephone terminal during a certain time.
Accordingly, by displaying the connection rate of the call signal from the past external line network to the telephone terminal, it is possible to thoroughly manage the target by comparing with, for example, yesterday.
[0011]
The invention according to claim 2 is the status of the terminal according to claim 1. Monitoring In the apparatus, the operating status of each telephone terminal includes at least the case where the telephone terminal is on standby and the case where the telephone terminal is on a call. And the operator name corresponding to are displayed on the display unit.
[0012]
Therefore, when there is a shortage of telephone terminal operators that can handle customers, each operator is instructed to “cut up the current work (telephone, post-processing) quickly and pick up the next call quickly”. Can be given individually and accurately.
[0013]
The invention according to claim 3 is the status of the terminal according to claim 2. Monitoring In the apparatus, when the operation status of each telephone terminal is busy, the call time is also acquired by the terminal status acquisition means, and the call time is also displayed on the display unit.
[0014]
Therefore, if the displayed call time is long, the supervisor sees this call time, for example, that there is a problem with the response of the telephone terminal operator to the customer or that the telephone terminal operator is experiencing a difficult problem. It becomes possible to grasp only by.
[0015]
The invention according to claim 4 is the status of the terminal according to claim 1. Monitoring In the apparatus, the display color is changed for each operation status of each telephone terminal displayed on the display unit.
[0016]
Therefore, the supervisor who supervises each operator of the telephone terminal can intuitively grasp the state of each operator.
[0017]
According to a fifth aspect of the present invention, in the terminal status monitoring apparatus according to the first aspect, the terminal status acquisition means acquires the operating status of each telephone terminal at regular intervals.
[0018]
Therefore, the supervisor who supervises each operator of the telephone terminal can easily grasp the operation status of each latest telephone terminal.
[0023]
Claim 6 The terminal status monitoring apparatus according to claim 1, wherein the target connection rate setting means for setting the connection rate of the call signal from the target external line network to the telephone terminal, and the target connection rate setting means And target connection rate display means for displaying the connection rate set by the above-mentioned on the display unit.
[0024]
Therefore, it is possible to thoroughly manage the target by displaying the connection rate of the call signal from the target external line network to the telephone terminal.
[0025]
Claim 7 The terminal status monitoring device according to claim 1, wherein the terminal status monitoring device determines whether or not the operating status of each telephone terminal acquired by the terminal status acquisition means has reached a predetermined warning level. And warning notification means for notifying that when the warning level determination means determines that the operating status of each telephone terminal has reached a predetermined warning level.
[0026]
Therefore, the supervisor who supervises each operator quickly grasps that the operating status of each telephone terminal has reached a predetermined warning level (for example, there is a shortage of operators of telephone terminals capable of handling customers). The supervisor who manages each operator can give instructions promptly and accurately when the telephone response situation becomes worse (when there are many customers who are not connected even if they call). Become.
[0027]
Claim 8 The described invention is claimed. 7 In the described terminal status monitoring apparatus, the warning level determined by the warning level determination means is set in stages.
[0028]
Therefore, the supervisor who supervises each operator can take measures according to the operation status of each telephone terminal set in the stage.
[0029]
Claim 9 The described invention is claimed. 7 or 8 In the terminal status monitoring apparatus described above, a determination condition for determining whether or not the operating status of each telephone terminal in the warning level determination means has reached a predetermined warning level can be arbitrarily set.
[0030]
Accordingly, it is possible to arbitrarily set a warning level for the operating status of each telephone terminal, so that usability is improved.
[0031]
Claim 10 The described invention is claimed. 7 In the terminal status monitoring apparatus described above, the notification that the predetermined warning level has been reached by the warning notification means displays a warning message that the predetermined warning level has been reached on the display unit.
[0032]
Therefore, the supervisor who supervises each operator of the telephone terminal confirms that the operating status of each telephone terminal has reached a predetermined warning level (for example, there is a shortage of telephone terminal operators capable of handling customers). It is possible to easily grasp the displayed warning message.
[0033]
Claim 11 The described invention is claimed. 7 In the terminal status monitoring apparatus described above, the notification that the predetermined warning level has been reached by the warning notification means transmits a sound that the predetermined warning level has been reached.
[0034]
Therefore, the supervisor who supervises each operator of the telephone terminal confirms that the operation status of each telephone terminal has reached a predetermined warning level (for example, there are not enough operators of telephone terminals capable of handling customers). The sound can be easily grasped.
[0035]
Claim 12 The terminal status management apparatus according to the present invention is a private branch exchange that selectively receives a call signal from an external network to a telephone terminal used by any operator. 1 to 11 A terminal status management device connected to the network together with the terminal status monitoring device according to any one of the above, wherein the terminal status management means manages the operating status of each telephone terminal, and is managed by the terminal status management means Terminal status transmission means for transmitting the operating status of each telephone terminal to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device.
[0036]
Accordingly, the operation status of each telephone terminal used by the managed operator is transmitted to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, thereby displaying the terminal status monitoring device. The operation status of each telephone terminal used by the operator can be displayed on the section.
[0037]
Claim 13 The terminal status monitoring method according to the present invention includes a terminal status management process for managing an operating status of each telephone terminal that can selectively receive a call signal from an external network by a private branch exchange, and A terminal status acquisition step of acquiring the operating status of the telephone terminal, a terminal status display step of displaying the acquired operating status of each telephone terminal on a display unit, A current connection rate calculation step of calculating a connection rate of the calling signal from the external line network to the telephone terminal between a certain period of time and the present time; and the current connection rate calculated by the current connection rate calculation step The current connection rate table process to be displayed on the display unit, the past connection rate calculation process for calculating the connection rate of the call signal from the past external line network to the telephone terminal, and the past connection rate calculation process A past connection rate display step of displaying a past connection rate on the display unit; including.
[0038]
Accordingly, the operation status of each telephone terminal used by the managed operator is transmitted to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, thereby displaying the terminal status monitoring device. It is possible to display the operating status of each telephone terminal used by the operator in the department, so that the supervisor who supervises each operator only looks at this display content, and there is a shortage of operators that can handle customers Etc. can be quickly grasped.
[0039]
Claim 14 The program of the described invention is a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator. A terminal status acquisition function for acquiring the operating status of each telephone terminal in the computer, and a terminal status display function for displaying the operating status of each telephone terminal acquired by the terminal status acquiring function on a display unit; A current connection rate calculation function that calculates a connection rate of the call signal from the external line network to the telephone terminal between a certain period of time and the present time, and a current connection rate calculated by the current connection rate calculation function Calculated by the current connection rate table function to be displayed on the display unit, the past connection rate calculation function for calculating the connection rate of the call signal from the past external line network to the telephone terminal, and the past connection rate calculation function A past connection rate display function for displaying a past connection rate on the display unit; Is realized.
[0040]
Therefore, the operating status of each telephone terminal used by the operator is displayed on the display unit, so that the supervisor who supervises each operator has only a short look at this display content, and there is a shortage of operators that can handle customers. It becomes possible to quickly grasp cases and the like.
[0041]
Claim 15 The program of the described invention is a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator. The terminal status management function for managing the operating status of each telephone terminal and the operating status of each telephone terminal managed by the terminal status managing function are stored in the computer. It is transmitted from the program according to claim 14. A terminal status transmission function for transmitting to the transmission request source in response to the transmission request
[0042]
Accordingly, the operation status of each telephone terminal used by the managed operator is transmitted to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, thereby displaying the terminal status monitoring device. The operation status of each telephone terminal used by the operator can be displayed on the section.
[0043]
Claim 16 The computer-readable storage medium according to the present invention causes a computer connected to a network to execute a call signal from an external line network together with a private branch exchange that selectively causes a telephone terminal used by any operator to be received. A storage medium for storing a program for a terminal status acquisition function for acquiring an operating status of each telephone terminal, and an operating status of each telephone terminal acquired by the terminal status acquiring function. A terminal status display function to be displayed on the display unit; A current connection rate calculation function that calculates a connection rate of the call signal from the external line network to the telephone terminal between a certain period of time and the present time, and a current connection rate calculated by the current connection rate calculation function Calculated by the current connection rate table function to be displayed on the display unit, the past connection rate calculation function for calculating the connection rate of the call signal from the past external line network to the telephone terminal, and the past connection rate calculation function A past connection rate display function for displaying a past connection rate on the display unit; The program that executes is stored.
[0044]
Therefore, the display unit displays the operating status of each telephone terminal used by the operator, and the supervisor who supervises each operator has only a short look at the display contents, and there is a shortage of operators that can handle customers. It becomes possible to quickly grasp cases and the like.
[0045]
Claim 17 The computer-readable storage medium according to the present invention causes a computer connected to a network to execute a call signal from an external line network together with a private branch exchange that selectively causes a telephone terminal used by any operator to be received. A storage medium storing a program for managing a status of each telephone terminal managed by the computer and a status of the telephone terminal managed by the terminal status management function The situation, It is transmitted from the program according to claim 16. A program for executing a terminal status transmission function for transmitting to the transmission request source in response to a transmission request is stored.
[0046]
Accordingly, the operation status of each telephone terminal used by the managed operator is transmitted to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, thereby displaying the terminal status monitoring device. The operation status of each telephone terminal used by the operator can be displayed on the section.
[0047]
DETAILED DESCRIPTION OF THE INVENTION
An embodiment of the present invention will be described with reference to FIGS.
[0048]
FIG. 1 is a schematic diagram showing the system configuration of the entire customer service system. In FIG. 1, a solid line connecting each part indicates a telephone line, and a dotted line indicates a signal line.
[0049]
[Overview of customer service system]
The customer service system 1 according to the present embodiment is installed, for example, in a customer consultation room in a private company, and the multiplex recording device 15, the voice response device 16, and the premises at the entrance of the external line network 2 in the customer service system 1. A telephone exchange (PBX: Private Branch eXchange) 3 is provided, and a response to the customer C is first made by the voice response device 16. In the case of the customer C who is satisfied with the response by the voice response device 16 as described above, the calling signal is not input to the private branch exchange 3.
[0050]
The customer service system 1 also includes a plurality of telephone terminals 5 connected to the private branch exchange 3 via an internal network 4 and information input provided in a one-to-one correspondence with these telephone terminals 5. A client PC 6 (PC is an abbreviation for personal computer) is provided as an output device. These telephone terminal 5 and client PC 6 are assigned to each operator O in the customer service room. The private branch exchange 3 is provided with an ACD (Auto Call Distributor) 3a, and the private branch exchange 3 causes a call signal to be received by any of the currently available telephone terminals 5 by this ACD 3a.
[0051]
The client PC 6 is provided on a network 7 constructed by a LAN (Local Area Network), and a server PC 8 serving as a network server is also connected to the network 7. The private branch exchange 3 described above is also connected to the network 7 via a CallPath (CallPath is a registered trademark) server 9. The network 7 is also connected with a database server 10 and an ANI (Automatic Number Identification) server 11 that accumulate customer information and function as a terminal status management device.
[0052]
In addition, the customer service system 1 of the present embodiment includes a client PC 12 that is used by the supervisor SV that supervises each operator and functions as a terminal status monitoring device. The client PC 12 is also connected to the network 7. Yes.
[0053]
Here, the server PC 8, the CallPath server 9, the database server 10, the ANI server 11, and the client PC 12 provided in the customer service system 1 are operating systems (hereinafter referred to as “Operating System”) that are programs for managing hardware and software. Various processes are executed by a predetermined control program such as OS. Such control programs are stored in HDDs (Hard Disk Drives) provided in the server PC 8, the CallPath server 9, the database server 10, the ANI server 11, and the client PC 12, respectively. Various processes are executed by being written in the memory. Alternatively, such a control program may be written as firmware in a ROM included in the server PC 8, the CallPath server 9, the database server 10, the ANI server 11, and the client PC 12, or a portable storage such as a CD-ROM. The system configuration may be such that the contents are stored in a medium, and the stored contents are read into the server PC 8, CallPath server 9, database server 10, ANI server 11, and client PC 12 and written in the HDD. In any case, such a control program is stored in a storage medium and used. When the OS is activated, it supports activation of application programs, reading of information, storage, and the like according to user operations. A program running on this OS is usually called an application program.
[0054]
Here, control programs stored in the HDDs of the CallPath server 9, the database server 10, the ANI server 11, and the client PC 12 will be described with reference to FIG. As shown in FIG. 2, TCP (Transmission Control Protocol) / IP (Internet Protocol) software is incorporated as a network protocol in each OS of the CallPath server 9, the database server 10, the ANI server 11, and the client PC 12.
[0055]
The CallPath server 9 HDD stores a CallPath application, which is an application program that provides efficient access and management functions for incoming and outgoing calls, and the ANI server 11 HDD stores the CallPath application with the CallPath application of the CallPath server 9. A Tel monitoring application which is an application program for monitoring the state of each telephone terminal 5 is stored together with a CallPath API which is an API (Applications Programming Interface) for transmitting and receiving data.
[0056]
The HDD of the database server 10 is an application that implements terminal status management means for managing the status of each telephone terminal 5 transmitted from the ANI server 11 via Socket, which is a network API used in TCP / IP. A Tel state management application which is a program is stored. Note that the Tel state management application also realizes a terminal state transmission unit that transmits the state of each telephone terminal 5 to the client PC 12 in response to a transmission request from the client PC 12.
[0057]
Although details will be described later, the operation status of each telephone terminal 5 managed by the Tel state management application of the database server 10 is used for the HDD of the client PC 12 used by the supervisor SV that supervises each operator. An application program that realizes a terminal status acquisition unit that displays the operating status of each telephone terminal 5 captured by the Tel status capturing application. A Tel status display application which is a program is stored.
[0058]
[Outline of customer service in customer service system]
Next, a schematic flow of customer correspondence in the customer correspondence system 1 of the present embodiment will be described. First, as an example, when a customer C makes a call to the customer service system 1 via the external line network 2 by toll-free, after the response by the voice response device 16, a call from the customer C is sent to the private branch exchange 3. In other words, when a call signal from the customer C arrives at the private branch exchange 3, the private branch exchange 3 searches for the operator O corresponding to the customer C last time, and the telephone terminal used by the operator O. 5 receives the call signal. When the operator O makes a telephone call, the telephone from the customer C is connected to the telephone terminal 5. Actually, the corresponding operators O are a plurality of persons retroactively a predetermined number of times. On the other hand, when all the operators O, who are a plurality of people retroactively by a predetermined number of times, are talking or are away from the office, the private branch exchange 3 operates the built-in ACD 3a to talk or leave. The telephone terminal 5 used by any operator O who is not in the seat receives a call signal. When the operator O who uses the telephone terminal 5 makes a telephone call in response to the call signal, a response signal is sent from the telephone terminal 5 to the private telephone exchange 3, and the private telephone exchange 3 responds to the call path server. 9, the telephone terminal 5 from which the response signal is transmitted is transmitted. Therefore, the CallPath server 9 transmits the identity information of the telephone terminal 5 that has output a response signal to the database server 10 via the network 7.
[0059]
On the other hand, the private branch exchange 3 transmits a call signal transmitted via the external network 2 to the ANI server 11, and the ANI server 11 transmits a caller number accompanying the call signal to the database server 10 via the network 7. Send output. The database server 10 that has received the caller number searches the corresponding customer correspondence information using the caller number as a key. The retrieved customer correspondence information is displayed and output on the client PC 6 corresponding to the telephone terminal 5 that has transmitted and output a response signal to the private branch exchange 3. As a result, the customer correspondence information related to the customer C is displayed on the client PC 6 used by the operator O who is receiving a call from the customer C. If the corresponding customer correspondence information is not found as a result of searching for the corresponding customer correspondence information, only the input form is displayed and output on the client PC 6 used by the operator O receiving the call from the customer C.
[0060]
[Description of Client PC 12]
Next, a description will be given of the client PC 12 that is used by the supervisor SV that supervises each operator O and that exhibits a characteristic function in the customer service system 1 of the present embodiment. Here, FIG. 3 is a block diagram showing an electrical connection of each part of the client PC 12. As shown in FIG. 3, a client PC 12 used by a supervisor SV that supervises each operator has a central processing unit (CPU) that centrally controls each unit, a read only memory (ROM) that stores a control program, A control means 21 composed of a RAM (Random Access Memory) functioning as a work area is provided, and this control means 21 controls various calculations and data transfer. The control means 21 is connected to a communication control means 22 for controlling data input / output with the network 7 and an HDD 23 for storing various programs such as the OS, the Tel state capturing application, and the Tel state display application described above. Yes. The HDD 23 is also provided with a parameter file for storing various parameters.
[0061]
In this embodiment, the Tel state capturing application and the Tel state display application are stored in the HDD 23. However, the present invention is not limited to this, and a magnetic storage medium such as a flexible disk or a magnetic tape, Magneto-optical storage medium such as MO, optical storage such as CD, CD-ROM, CD-R, CD-RW, DVD-ROM, DVD-R, DVD-RAM, DVD-RW, DVD + RW, etc. Various types of media such as media and semiconductor memories may be used as storage media. Note that various optical storage media such as CD-ROM and DVD-ROM, various magneto-optical storage media, and various magnetic storage media such as a flexible disk are fixedly provided on the client PC 12. However, it has a form as an exchangeable storage medium that can be handled as a single unit, and various processes can be performed by reading the program using various program reading devices (CD-ROM drive or the like) adapted to each medium.
[0062]
Each client PC 12 includes a display unit 24 such as a CRT (Cathode Ray Tube) or LCD (Liquid Crystal Display) controlled by the control unit 21, a keyboard 25 or a mouse 26 functioning as an input unit, and various external devices. An interface (I / F) 27 for executing data connection is provided. For example, a speaker S is also connected to the interface (I / F) 27.
[0063]
With such a configuration, generally, in such a client PC 12, when the user turns on the power, the CPU of the control means 21 starts a program called a loader included in the BIOS in the ROM, and reads the OS from the HDD 23 into the RAM. . When the OS is activated, it supports activation of application programs, reading of information, storage, and the like according to user operations.
[0064]
[Tel status capture application and Tel status display application]
Next, a specific function that is exhibited when the Tel state capturing application and the Tel state display application are activated in accordance with a user operation will be described in detail.
[0065]
When the Tel state capture application and the Tel state display application are activated in response to a user operation, the Tel state display application displays an operator state display window W1 as shown in FIG. 4 on the display unit 24 of the client PC 12. The operator status display window W1 is generally obtained from the database server 10 to display the operating status of the telephone terminal 5 of each operator O and the ACD 3a of the private branch exchange 3. The operating status of the telephone terminal 5 of each operator O and the ACD 3a of the private branch exchange 3 is displayed in the operator status display area A1.
[0066]
In the operator status display area A1, the extension number a of the telephone terminal 5 used by the operator O, the name b of the operator O, the status c of the operator O, and the call time d are displayed for each operator O. The status c of the operator O is “READY” indicating that the operator O is in a standby state, “WORK” indicating that a post-processing operation is being performed, and “busy” indicating that a call is in progress. Distinguished by “WORK” indicating that post-processing or the like is being performed is based on an input from the client PC 6. The display character color may be changed depending on the situation of the operator O. By changing the display character color according to the status of the operator O, the supervisor SV that supervises each operator O of the telephone terminal 5 can intuitively grasp the status of each operator O. The background color is not limited to the display character color, and the background color may be changed depending on the situation of the operator O.
[0067]
The call time d is a call time when the operator O is talking (displayed in hours: minutes: seconds). As a result, when the displayed call time is long, for example, there is a problem in the response to the customer C of the operator O of the telephone terminal 5 or the supervisor O that the operator O of the telephone terminal 5 is in a difficult problem. The SV can be grasped only by looking at the call time.
[0068]
Such an operator status display area A1 is updated to the latest status for a fixed time (set value). As a result, the supervisor SV that supervises each operator O of the telephone terminal 5 can easily grasp the operating status of each latest telephone terminal 5.
[0069]
Note that G displayed in the operator status display window W1 is a group name to which the operator O displayed in the operator status display area A1 belongs.
[0070]
The operator status display window W1 is provided with a current connection rate display area A2 for displaying the current connection rate. In this current connection rate display area A2, a reference value of the connection rate from before a certain time (set value) to the present is displayed (connection rate calculation means, connection rate display means). As a result, the connection rate of the call signal from the external line network 2 to the telephone terminal 5 during a certain time is displayed, thereby making it possible to thoroughly manage the target.
[0071]
Further, the target connection rate value e is also displayed in the current connection rate display area A2 (target connection rate display means). This target connection rate value e is written in advance in the parameter file (target connection rate calculation means). As a result, the target connection rate of the call signal from the external line network 2 to the telephone terminal 5 is displayed, thereby making it possible to thoroughly manage the target.
[0072]
Further, the operator status display window W1 is provided with a yesterday connection rate display area A3 for displaying the connection rate of yesterday (date is set). In this yesterday connection rate display area A3, the value of yesterday's connection rate is displayed (past connection rate display means). This value is collected separately and written in the parameter file (past connection rate calculation means). Thereby, the connection rate of the call signal from the past external line network 2 to the telephone terminal 5 is displayed, so that it becomes possible to thoroughly manage the target by comparing with, for example, yesterday.
[0073]
Further, the operator status display window W1 is provided with a warning message display area A4 for displaying a warning message described later. The warning message informs that the designated state (for example, the number of telephone terminals 5 of the waiting operator O is equal to or less than a predetermined number) is displayed, and is displayed until this state is canceled. Continue (warning level determination means, warning notification means). When a warning message is displayed in the warning message display area A4, the sound of the WAV file is output from the speaker S as a warning “sound” (warning level determination means, warning notification means). As a result, the supervisor SV that supervises each operator O has confirmed that the operation status of each telephone terminal 5 has reached a predetermined warning level (for example, the operator O of the telephone terminal 5 capable of handling customers has become insufficient. ) Can be quickly grasped.
[0074]
In addition, the operator status display window W1 is provided with a parameter input button B1 and an end button B2. For example, when an arbitrary button is selected and instructed by a technique such as clicking with the mouse 26, the Tel state display application determines the detection of the event and executes the corresponding event operation.
[0075]
Here, when the parameter input button B1 is selected and instructed, the Tel state display application displays a state parameter input window W2 as shown in FIG. 5 on the display unit 24 of the client PC 12 as an event operation. The state parameter input window W2 is generally for setting / changing the operating environment of the operator state display window W1. The contents set / changed in the state parameter input window W2 are written to each parameter file. The contents written in each parameter file are reflected at the next startup. The state parameter input window W2 is provided with a parameter setting area A5, a parameter setting area A6, a parameter setting area A7, and a parameter setting area A8 for setting various parameters.
[0076]
The parameter setting area A5 includes a service operation time start time and end time setting area, a polling interval setting area, a connection rate calculation time setting area, an iconization time setting area, a host name setting area, and a group name setting area. Yes.
[0077]
The service operation time start time and end time setting area is used to set the start time and end time of the time (service operation time) during which this system operates. That is, the state is not updated outside this service operating time.
[0078]
The polling interval setting area is for setting an interval (polling interval (second)) for updating the operation status display to the latest.
[0079]
The connection rate calculation time setting area is for setting how many minutes before the current time when calculating the connection time of today is included in the calculation.
[0080]
In the icon time setting area, when a state other than the warning state described later continues for a certain period of time, “Tel state display application” is changed to an icon of the task bar (when the OS is Windows (registered trademark of Microsoft Corporation)). This is for setting the iconization time (minutes). When the set time is “0”, it is not iconified.
[0081]
The host name setting area is for setting a HOST name that can be recognized by TCP / IP of the database server 10 for capturing the state of each operator O. Directly, via a Tel state capture application.
[0082]
The group name setting area is for setting the group name G displayed in the operator status display window W1.
[0083]
A group code setting area is provided in the parameter setting area A6. The group code setting area is for setting a monitoring target group code (code is defined in another system).
[0084]
A message level determination condition setting area is provided in the parameter setting area A7. The message level determination condition setting area is used to set warning level determination conditions (the number of idle telephones, conditions, busy alarm seconds, message level No.).
[0085]
In the parameter setting area A8, a message setting area and a message sound setting area are provided. The message setting area is used to set a warning message to be displayed in the warning message display area A4 when a predetermined warning level is reached. Set the message content for each display. The message sound setting area is for setting a warning “sound” emitted from the speaker S when a predetermined warning level is reached. A WAV file of “sound” to be output every time is set.
[0086]
Here, the warning message will be described in detail. For example, as shown in FIG. 5, when the number of empty telephones becomes “1” in the message level determination condition setting area, the message level No. 1 is set, the message level No. 1 is displayed so that the warning message “Alarm level 1. Waiting is low” is displayed in the warning message display area A4. 1 is set in the message setting area. Further, when the number of empty telephones becomes “0” in the message level determination condition setting area, the message level No. 2 is set, the message level No. 2 is displayed so that a warning message “alarm level 2. all busy” is displayed in the warning message display area A4. 2 is set in the message setting area.
[0087]
Thus, by setting the warning level step by step, the supervisor SV that supervises each operator O can take measures according to the operation status of each telephone terminal 5 set in the step.
[0088]
In addition, an OK button B3 and a cancel button B4 are provided in the state parameter input window W2. For example, when an arbitrary button is selected and instructed by a technique such as clicking with the mouse 26, the Tel state display application determines the detection of the event and executes the corresponding event operation.
[0089]
Here, when the OK button B3 is instructed to be selected, the Tel state display application writes the contents set / changed in each parameter setting area A5 to A8 to each parameter file as an event operation, and then the client PC 12 The operator status display window W1 is displayed on the display unit 24. On the other hand, when the cancel button B4 is instructed to be selected, the Tel state display application uses the contents of the parameters even if the contents are set / changed in the parameter setting areas A5 to A8 as the event operation. The operator status display window W1 is displayed on the display unit 24 of the client PC 12 without writing to the file.
[0090]
When the operator presses the end button B2 while the operator status display window W1 is displayed on the display unit 24 of the client PC 12, the Tel status display application displays the operator status display window W1 as an event operation. It closes and the process ends.
[0091]
As described above, according to the customer service system 1, when there is a shortage of operators O who can handle customers, the supervisor SV can quickly grasp such a situation and Since it is possible to individually give an instruction that “the current work (telephone, post-processing) is simply rounded up and the next call can be taken quickly”, customer service can be improved.
[0092]
【The invention's effect】
According to the terminal status monitoring apparatus according to the present application A terminal status monitoring apparatus connected to a network together with a private branch exchange for selectively receiving a call signal from an external line network at a telephone terminal used by any operator, comprising a display unit and each of the telephone terminals Terminal status acquisition means for acquiring the operating status of the machine, terminal status display means for displaying the operating status of each telephone terminal acquired by the terminal status acquisition means on the display unit, A current connection rate calculating means for calculating a connection rate of the calling signal from the external line network to the telephone terminal between a predetermined time and the present time; and the current connection rate calculated by the current connection rate calculating means Current connection rate display means to be displayed on the unit, past connection rate calculation means for calculating a connection rate of the call signal from the past external line network to the telephone terminal, and past calculated by the past connection rate calculation means Past connection rate display means for displaying a connection rate on the display unit; If the supervisor who supervises each operator only sees the displayed contents by displaying the operating status of each telephone terminal used by the operator on the display section, the operator who can handle the customer is insufficient Etc. can be quickly grasped.
[0093]
In one form of the invention according to the present application, The operating status of each telephone terminal includes at least the case where the telephone terminal is on standby and the case where the telephone terminal is busy, and corresponds to any one of the operating statuses corresponding to the telephone terminal. By displaying on the display section together with the operator name to be used, when the operator of the telephone terminal capable of dealing with customers is insufficient, “current work (telephone, post-processing) is briefly rounded up and the next An instruction such as “take a call” can be given to each operator accurately.
[0094]
In one form of the invention according to the present application, When the operation status of each telephone terminal is in a call, the call time is also acquired by the terminal status acquisition means, and the call time displayed is also displayed on the display unit. If the time is long, for example, the supervisor can know that there is a problem with the telephone terminal operator's response to the customer or that the telephone terminal operator is experiencing a difficult problem simply by looking at this call time. .
[0095]
In one form of the invention according to the present application, The supervisor who supervises each operator of the telephone terminal by intuitively grasping the state of each operator by changing the display color for each operating status of each telephone terminal displayed on the display unit Can do.
[0096]
In one form of the invention according to the present application, The terminal status acquisition means acquires the operating status of each telephone terminal at regular intervals, so that the supervisor who supervises each operator of the telephone terminal can easily check the latest operating status of each telephone terminal. I can grasp it.
[0097]
In one form of the invention according to the present application, A connection rate calculating means for calculating a connection rate of the calling signal from the external line network to the telephone terminal for a predetermined time, and displaying the connection rate calculated by the connection rate calculating means on the display unit And a connection rate display means, and display the connection rate of the calling signal from the external line network to the telephone terminal for a fixed time, thereby making it possible to thoroughly manage the target.
[0098]
In one form of the invention according to the present application, A past connection rate calculating means for calculating a connection rate of the call signal from the past external line network to the telephone terminal, and a past for displaying the connection rate calculated by the past connection rate calculating means on the display unit. Connection rate display means, and by displaying the connection rate of the call signal from the past external line network to the telephone terminal, for example, the target management by comparison with yesterday can be thorough.
[0099]
In one form of the invention according to the present application, A target connection rate setting means for setting a connection rate of the call signal from the target external line network to the telephone terminal, and a target for displaying the connection rate set by the target connection rate setting means on the display unit Connection rate display means, and by displaying the connection rate of the call signal from the target external line network to the telephone terminal, it is possible to thoroughly manage the target.
[0100]
In one form of the invention according to the present application, Warning level determination means for determining whether or not the operation status of each telephone terminal acquired by the terminal status acquisition means has reached a predetermined warning level; and operation of each telephone terminal by the warning level determination means When it is determined that the situation has reached a predetermined warning level, a supervisor notifying that effect is provided, and the supervisor who supervises each operator has reached the predetermined warning level of the operating status of each telephone terminal (For example, the shortage of operators of telephone terminals that can handle customers), and when the situation of telephone response has deteriorated (there are many customers who are not connected even if they call) The supervisor who manages each operator can give instructions promptly and accurately.
[0101]
In one form of the invention according to the present application, Since the warning level determined by the warning level determination means is set in stages, the supervisor who supervises each operator takes a response according to the operation status of each telephone terminal set in the stage. be able to.
[0102]
In one form of the invention according to the present application, The determination condition for determining whether the operation status of each telephone terminal in the warning level determination means has reached a predetermined warning level can be arbitrarily set, so that the operation of each telephone terminal Since the warning level for the situation can be set arbitrarily, the usability can be improved.
[0103]
In one form of the invention according to the present application, The supervisor notifying the operator that the predetermined warning level has been reached is displayed on the display unit by displaying a warning message indicating that the predetermined warning level has been reached. It is possible to easily grasp the fact that the operating status of each telephone terminal has reached a predetermined warning level (for example, the shortage of telephone terminal operators capable of handling customers) from the displayed warning message. .
[0104]
In one form of the invention according to the present application, The notification that the predetermined warning level has been reached by the warning notification means is transmitted by sound that the predetermined warning level has been reached, so that the supervisor who supervises each operator of the telephone terminal It is possible to easily grasp the fact that the operating status of the system has reached a predetermined warning level (for example, the lack of operators of telephone terminals capable of dealing with customers).
[0105]
In one form of the invention according to the present application, A private branch exchange that selectively receives a call signal from an external network to a telephone terminal used by any operator Or edge A terminal status management device connected to a network together with a terminal status monitoring device, the terminal status management means managing the operating status of each telephone terminal, and each telephone terminal managed by the terminal status management means Terminal status transmission means for transmitting the operating status of the terminal to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, and the operating status of each telephone terminal used by the managed operator Is transmitted to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, thereby displaying the operating status of each telephone terminal used by the operator on the display unit of the terminal status monitoring device. Can do.
[0106]
In one form of the invention according to the present application, , A terminal status management step for managing the operating status of each telephone terminal that can selectively receive a call signal from the external line network by the private branch exchange, and acquiring the operating status of each telephone terminal being managed A terminal status acquisition step, and a terminal status display step for displaying the acquired operating status of each telephone terminal on a display unit; A current connection rate calculating step of calculating a connection rate of the calling signal from the external line network to the telephone terminal between a predetermined time and the present time; and the current connection rate calculated by the connection rate calculating step A current connection rate table step to be displayed on the part, a past connection rate calculation step of calculating a connection rate of the call signal from the past external line network to the telephone terminal, and a past calculated by the past connection rate calculation step A past connection rate display step of displaying a connection rate on the display unit; Display of the terminal status monitoring device by transmitting the operating status of each telephone terminal used by the managed operator to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device. The operation status of each telephone terminal used by the operator can be displayed in the department, so that the supervisor who supervises each operator only looks at this display content when there are not enough operators who can handle customers. It is possible to grasp quickly.
[0107]
In one form of the invention according to the present application, , A program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external line network to a telephone terminal used by any operator, the computer having the computer A terminal status acquisition function for acquiring the operating status of each telephone terminal, a terminal status display function for displaying the operating status of each telephone terminal acquired by the terminal status acquiring function on a display unit, A current connection rate calculation function for calculating a connection rate of the calling signal from the external line network to the telephone terminal between a certain period of time and the present time, and the current connection rate calculated by the connection rate calculation function Current connection rate table function to be displayed on the part, past connection rate calculation function to calculate the connection rate of the call signal from the past external line network to the telephone terminal, and past calculated by the past connection rate calculation function A past connection rate display function for displaying a connection rate on the display unit; The supervisor who supervises each operator has a shortage of operators who can deal with customers just by looking at the display contents by displaying the operation status of each telephone terminal used by the operator on the display unit. Cases can be quickly grasped.
[0108]
In one form of the invention according to the present application, , A program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external line network to a telephone terminal used by any operator, the computer having the computer A terminal status management function for managing the operating status of each telephone terminal, and a terminal for transmitting the operating status of each telephone terminal managed by the terminal status managing function to the transmission request source in response to a transmission request By executing the status transmission function, and transmitting the operating status of each telephone terminal used by the managed operator to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device, The operating status of each telephone terminal used by the operator can be displayed on the display unit of the terminal status monitoring device.
[0109]
In one form of the invention according to the present application, A storage medium for storing a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator, A terminal status acquisition function for acquiring an operating status of each telephone terminal in the computer; a terminal status display function for displaying an operating status of each telephone terminal acquired by the terminal status acquiring function on a display unit; A current connection rate calculation function for calculating a connection rate of the calling signal from the external line network to the telephone terminal between a certain period of time and the present time, and the current connection rate calculated by the connection rate calculation function Current connection rate table function to be displayed on the part, past connection rate calculation function to calculate the connection rate of the call signal from the past external line network to the telephone terminal, and past calculated by the past connection rate calculation function A past connection rate display function for displaying a connection rate on the display unit; By displaying the operation status of each telephone terminal used by the operator on the display unit, the supervisor who supervises each operator can see the displayed contents and handle the customer. It is possible to quickly grasp when a shortage has occurred.
[0110]
In one form of the invention according to the present application, A storage medium for storing a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator, In the computer, a terminal status management function for managing the operating status of each telephone terminal, and the operating status of each telephone terminal managed by the terminal status management function in response to a transmission request to the transmission request source The terminal status transmission function for transmitting to the terminal is stored, and the operation status of each telephone terminal used by the managed operator is monitored according to the transmission request from the terminal status monitoring device. By transmitting to the device, the operating status of each telephone terminal used by the operator is displayed on the display unit of the terminal status monitoring device. It is possible.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a system configuration of an entire customer service system according to an embodiment of the present invention.
FIG. 2 is a schematic diagram showing a software configuration of each device constituting the customer service system.
FIG. 3 is a block diagram showing an electrical connection of each part of the client PC used by the supervisor.
FIG. 4 is a front view showing an operator status display window displayed on the display unit of the client PC.
FIG. 5 is a front view showing a state parameter input window displayed on the display unit of the client PC.
[Explanation of symbols]
2 External network
3 Private telephone exchange
5 Telephone terminals
7 network
10 Terminal status management device
12 Terminal status monitoring device
24 display

Claims (17)

A terminal status monitoring device connected to a network together with a private branch exchange that selectively receives a call signal from an external network to a telephone terminal used by any operator,
A display unit;
Terminal status acquisition means for acquiring the operating status of each telephone terminal;
Terminal status display means for displaying the operation status of each telephone terminal acquired by the terminal status acquisition means on the display unit;
A current connection rate calculating means for calculating a connection rate of the calling signal from the external line network to the telephone terminal between a predetermined time and the present time;
Current connection rate display means for displaying the current connection rate calculated by the current connection rate calculation means on the display unit;
Past connection rate calculating means for calculating a connection rate of the call signal from the past external line network to the telephone terminal;
Past connection rate display means for causing the display unit to display the past connection rate calculated by the past connection rate calculation means;
A terminal status monitoring device comprising: The operating status of each telephone terminal includes at least the case where the telephone terminal is on standby and the case where the telephone terminal is busy, and corresponds to any one of the operating statuses corresponding to the telephone terminal. Displayed on the display unit together with the operator name,
The terminal status monitoring apparatus according to claim 1. When the operation status of each telephone terminal is in a call, the call time is also acquired by the terminal status acquisition means, and the call time is also displayed on the display unit.
The terminal status monitoring apparatus according to claim 2. 2. The terminal status monitoring apparatus according to claim 1, wherein a display color is changed for each operation status of each telephone terminal displayed on the display unit . 2. The terminal status monitoring apparatus according to claim 1, wherein the terminal status acquisition unit acquires an operating status of each telephone terminal at regular time intervals. Target connection rate setting means for setting a connection rate of the call signal from the target external line network to the telephone terminal;
Target connection rate display means for displaying the connection rate set by the target connection rate setting means on the display unit;
The terminal status monitoring apparatus according to claim 1, further comprising: Warning level determination means for determining whether or not the operating status of each telephone terminal acquired by the terminal status acquisition means has reached a predetermined warning level;
When it is determined by the warning level determination means that the operating status of each telephone terminal has reached a predetermined warning level, warning notification means for notifying that effect;
The terminal status monitoring apparatus according to claim 1, further comprising: 8. The terminal status monitoring apparatus according to claim 7, wherein the warning level determined by the warning level determination means is set in stages. The warning level determination means determines conditions for operation status of each telephone terminal is to determine whether it has reached a predetermined warning level in can be set arbitrarily, claim 7, wherein the or 10. The terminal status monitoring device according to 10. 8. The terminal status monitoring apparatus according to claim 7 , wherein the notification that the predetermined warning level is reached by the warning notification means displays a warning message that the predetermined warning level is reached on the display unit. . 8. The terminal status monitoring apparatus according to claim 7, wherein the notification that the predetermined warning level has been reached by the warning notification means is transmitted by sound that the predetermined warning level has been reached. 12. A terminal connected to a network together with a private branch exchange for selectively receiving a call signal from an external network at a telephone terminal used by any operator or a terminal status monitoring device according to any one of claims 1 to 11. A status management device,
Terminal status management means for managing the operating status of each telephone terminal;
Terminal status transmission means for transmitting the operating status of each telephone terminal managed by the terminal status management means to the terminal status monitoring device in response to a transmission request from the terminal status monitoring device. A terminal status management device. A terminal status management process for managing the operating status of each telephone terminal that can selectively receive a call signal from the external line network by the private branch exchange;
A terminal status acquisition step of acquiring the operating status of each telephone terminal being managed, a terminal status display step of displaying the acquired operating status of each of the telephone terminals on a display unit,
A current connection rate calculation step of calculating a connection rate of the calling signal from the external line network to the telephone terminal between a certain period of time and the present time;
A current connection rate table step for displaying the current connection rate calculated by the current connection rate calculation step on the display unit;
A past connection rate calculating step of calculating a connection rate of the call signal from the past external line network to the telephone terminal;
A past connection rate display step of displaying the past connection rate calculated in the past connection rate calculation step on the display unit;
A terminal status monitoring method comprising: A program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator,
In the computer,
A terminal status acquisition function for acquiring the operating status of each telephone terminal;
A terminal status display function for displaying the operating status of each telephone terminal acquired by the terminal status acquisition function on a display unit;
A current connection rate calculation function for calculating a connection rate of the call signal from the external line network to the telephone terminal between a certain period of time and the present time;
A current connection rate table function for displaying the current connection rate calculated by the current connection rate calculation function on the display unit;
A past connection rate calculation function for calculating a connection rate of the call signal from the past external line network to the telephone terminal;
A past connection rate display function for causing the display unit to display a past connection rate calculated by the past connection rate calculation function;
A program characterized by realizing. A program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator,
In the computer,
A terminal status management function for managing the operating status of each telephone terminal;
A terminal status transmission function for transmitting an operation status of each telephone terminal managed by the terminal status management function to the transmission request source in response to a transmission request transmitted from the program according to claim 14 ;
A program characterized by realizing. A storage medium for storing a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator,
In the computer,
A terminal status acquisition function for acquiring the operating status of each telephone terminal;
A terminal status display function for displaying the operating status of each telephone terminal acquired by the terminal status acquisition function on a display unit;
A current connection rate calculation function for calculating a connection rate of the call signal from the external line network to the telephone terminal between a certain period of time and the present time;
A current connection rate table function for displaying the current connection rate calculated by the current connection rate calculation function on the display unit;
A past connection rate calculation function for calculating a connection rate of the call signal from the past external line network to the telephone terminal;
A past connection rate display function for causing the display unit to display a past connection rate calculated by the past connection rate calculation function;
A computer-readable storage medium storing a program for realizing the above. A storage medium for storing a program for causing a computer connected to a network together with a private branch exchange to selectively receive a call signal from an external network to a telephone terminal used by any operator,
In the computer,
A terminal status management function for managing the operating status of each telephone terminal;
A terminal status transmission function for transmitting an operation status of each telephone terminal managed by the terminal status management function to the transmission request source in response to a transmission request transmitted from the program according to claim 16 ;
A computer-readable storage medium that stores a program that executes the program.

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