JP4003929B2 - Callback reservation system and method - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a callback reservation system and method, and more particularly to a user who makes inquiries and consultations using a telephone without re-calling when the telephone is not connected because the window is congested. The present invention also relates to a system and method that allows a user to make inquiries and consultations by using a telephone reliably by reserving a callback at a specified time and condition using the Internet.
[0002]
[Prior art]
Conventionally, when a user makes an inquiry or consultation using a telephone, if the window is congested and the telephone cannot be connected, the user has to call the window again and again until the telephone is connected.
[0003]
[Problems to be solved by the invention]
In the above-described conventional method, the user needs to call back to the counter many times. If the telephone is not connected, the user cannot make inquiries or consultations. As a result, the user wastes time for making another call, and there is a risk that a complaint about the window may occur.
[0004]
In addition, for companies that have a window, not only does it cause trouble for users due to the congestion of the window, but complaints from the users become complaints, and costs are incurred to deal with them, resulting in credit for users. It will also reduce.
[0005]
An object of the present invention is to solve the above-described problem, and a system that enables a user who makes an inquiry or consultation using a telephone to reliably make an inquiry or consultation using the telephone, and It is to provide such a method.
[0006]
[Means for Solving the Problems]
In order to achieve the above object, the present invention provides a callback specifying a reservation time or a reservation condition from a user who makes an inquiry or consultation in a callback reservation system used when a user makes an inquiry or consultation by telephone. The reservation status screen is displayed in response to a reservation status confirmation request from an operator who is in charge of receiving inquiries and consultations from users, and reservations are made from the reservation status screen according to instructions from the operator. Update the corresponding status of the reservation matter by specifying the matter, detect the reservation matter that has reached the reservation time specified by the user or the reservation matter that satisfies the reservation condition specified by the user, and On the other hand, it is characterized by notifying the operator to make a call to the reserved user.
[0007]
When the reservation time specified by the user is reached or when it is detected that the reservation conditions specified by the user are satisfied, a callback notification screen is displayed to prompt the operator to make a call to the reserved user. Then, when one of the operators who has seen the callback notification screen turns on the response start button in the callback notification screen, the corresponding status of the reservation case is being handled and other operators The callback notification screen is deleted.
[0008]
Further, when an operator calls a user for a reservation item, the telephone number of the user of the reservation item is automatically dialed.
[0009]
In addition, the reservation matter that has reached the reservation time specified by the user or the reservation matter that satisfies the reservation condition specified by the user is detected, and the detected reservation matter is allocated to the responder (operator) who can respond. ing. For the registration of a reserved item, the priority of the reserved item is obtained, and the reservation item is registered in the waiting item queue according to the priority. The reserved item to be processed is determined based on the order in the waiting item queue.
[0010]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[0011]
FIG. 1 is an overall view of a callback reservation system according to an embodiment of the present invention. The callback reservation system server 3 is a server that controls and manages callback reservation. A user who makes an inquiry or consultation uses the Internet terminal device 1 connected to the Internet 2 to make a callback reservation and check the reservation status. The operator uses the reception terminal device 5 connected to the intranet 4 to check the reservation case response status and handle the reservation case.
[0012]
FIG. 2 is a diagram showing an internal configuration of the callback reservation system server 3 in FIG. The callback reservation system server 3 has functions of a reservation receiving unit 10, a reservation status confirmation unit 20, a reservation case corresponding update unit 30, and a reservation monitoring unit 40, and a reservation information DB (database) 50 accessible from each function. Prepare.
[0013]
The reservation receiving unit 10 receives a callback reservation from the user and performs a process of notifying the user that the reservation has been completed. The reservation status confirmation unit 20 creates a screen for callback reservation availability information and displays it on the user's terminal so that the user can confirm the availability of the callback reservation. In addition, in order for the operator to check the status of the reservation case, a screen for the reservation case response status is created and displayed on the operator's terminal. The reserved case correspondence update unit 30 performs a process of updating the correspondence status of the reserved case so that the operator can start the response, input the progress of the response status, and complete the response to the reserved case. The reservation monitoring unit 40 designates the user in order to urge the operator to call the user when the time designated by the user is reached or when the condition designated by the user is satisfied. A reservation item that has reached the specified time or that satisfies the conditions is detected, and if there is a detected reservation item, a process for notifying the operator of the reservation item is performed. The reservation information DB 50 is a database for managing reservation information.
[0014]
FIG. 7 is a diagram showing the contents of the reservation information DB 50. The reservation information DB 50 has a reservation ID 51 uniquely given to one piece of reservation information, a customer ID 52 indicating a customer's unique number (since a user without a customer ID can also use this callback reservation system, ID is not essential as the contents of this database), customer name 53, telephone number 54 required for the operator to call the user, and reservation time indicating the time and conditions the user wants to call from the operator Store and manage information on each item of the condition 55 and the current status of the reservation case and the response status 56 indicating the responder.
[0015]
Next, the configuration and processing outline of each part of the callback reservation system server 3 in FIG. 2 will be described with reference to FIGS.
[0016]
First, the configuration and processing outline of the reservation receiving unit 10 will be described with reference to FIG. The reservation receiving unit 10 includes a reservation processing unit 11 and a reservation ID notification processing unit 12. The reservation processing unit 11 accepts a callback reservation from the user and accesses the reservation information DB 50 in order to confirm whether the reservation is possible. If a reservation is possible, a unique reservation ID is assigned, and a reservation ID, customer information (customer ID, customer name, phone number), and reservation time / condition are registered in the reservation information DB 50. The reservation ID notification processing unit 12 notifies the user of the reservation ID assigned by the reservation processing unit 11.
[0017]
Next, the configuration and processing outline of the reservation status confirmation unit 20 will be described with reference to FIG. The reservation status confirmation unit 20 includes a reservation status confirmation request processing unit 21, a reservation status creation processing unit 22, and a reservation status display processing unit 23. The reservation status confirmation request processing unit 21 receives a confirmation request for a reservation status or a reservation case response status from a user or an operator. When the confirmation request is accepted, the reservation status creation processing unit 22 creates a screen of the reservation status or the reservation case response status, and the reservation status display processing unit 23 displays the screen on the terminal used by the user or the operator. .
[0018]
The reservation status creation processing unit 22 accesses the reservation information DB 50 and acquires information necessary for creating a screen of the reservation status or the reservation case response status. The screen created here creates a screen for a user or an operator, depending on whether the requester is a user or an operator. If the requester is a user, the screen shown in FIG. 8 is created. The user screen only displays reservation availability information, and does not display customer information for each reservation item. If the requester is an operator, the screen shown in FIG. 12 is created. On this operator screen, all information registered in the reservation information DB 50, such as the status of each reservation item and the corresponding person, can be displayed.
[0019]
Next, the configuration and processing outline of the reservation case corresponding update unit 30 will be described with reference to FIG. The reserved case correspondence update unit 30 includes a reserved case correspondence update request processing unit 31 and a reserved case correspondence update processing unit 32. The reservation matter correspondence update request processing unit 31 receives a request for updating the correspondence status with respect to the reservation matter from the operator. The contents of the update request from the operator include the start of the response to the reservation item, the progress status report to date, and the completion of the response. In response to these update requests, the reservation case corresponding update processing unit 32 accesses the reservation information DB 50 and updates the response status.
[0020]
Finally, the configuration and processing outline of the reservation monitoring unit 40 will be described with reference to FIG. The reservation monitoring unit 40 includes a reservation detection processing unit 41 and an operator notification processing unit 42. The reservation detection processing unit 41 accesses the reservation information DB 50 at regular intervals, and detects a reservation item that has reached a specified time or a reservation item that satisfies a specified condition. The detected case is notified to the operator by the operator notification processing unit 42.
[0021]
Next, the operation flow of each part of the callback reservation system server 3 in FIG. 2 will be described using the screens in FIGS. 8 to 14 and the flowcharts in FIGS. 15 to 18.
[0022]
FIG. 15 is a flowchart showing the flow of processing when a user makes a callback reservation. It is assumed that the user has already issued a reservation status confirmation request, and the reservation status screen of FIG. 8 is displayed on the user's Internet terminal device 1 by the procedure shown in the flowchart of FIG. The flowchart in FIG. 16 will be described in detail later.
[0023]
FIG. 8 is a diagram showing a reservation status screen displayed on the Internet terminal device 1 of the user. In the reservation status screen 100, the reservation status of each time slot is displayed by each time slot button 101. The user inputs customer information such as customer ID, name, telephone number, reservation time or reservation condition on the screen of FIG. 8, and presses the reservation button 103 (step 1001). Here, since a user who does not have a customer ID can also use this callback reservation system, a new user presses the reservation button 103 only by entering a name and a telephone number without entering a customer ID. You can also make a reservation.
[0024]
In the screen of FIG. 8, when the user directly designates the reservation free time, the reservation time can be designated simply by pressing the button 101 in the time slot that is “free”. When it is desired to specify the reservation time and reservation conditions in more detail, the button 102 is pressed. Then, the detailed reservation condition input screen 200 shown in FIG. 9 is displayed. As the reservation condition, redundant designations such as “anytime”, “anytime after anytime”, and “anytime from what time anytime” are possible. It becomes possible. It is also possible for the user to set arbitrary conditions.
[0025]
After the input, the reservation processing unit 11 displays a reservation confirmation screen in FIG. 10 on the Internet terminal device 1 in order to make the user confirm whether there is an error in the data input by the user (step 1002). The user confirms from the screen of FIG. 10 that there is no error in the reservation contents, and presses an OK button 301 (step 1003).
[0026]
The reservation processing unit 11 verifies the input data and confirms whether the reservation is possible (step 1004). If there is an error in the input data, or if there is no error in the input data but it has been reserved by another user first, a reservation failure notification is sent to the user (step 1005), and the process is terminated. If the reservation is possible, a unique reservation ID is assigned (step 1006), and the reservation ID, customer information (customer ID, customer name, telephone number), and reservation time / condition are registered in the reservation information DB 50 (step 1007). . For the assigned reservation ID, the reservation ID notification processing unit 12 creates the reservation completion screen of FIG. 11, displays the reservation completion screen on the user's Internet terminal device 1 (step 1008), and ends the process. .
[0027]
FIG. 16 is a flowchart showing the flow of processing when the user or operator confirms the reservation status or the reservation case response status.
[0028]
First, the flow of processing when the user confirms the reservation status or the reservation case response status will be described. The user requests the reservation status confirmation request processing unit 21 from the Internet terminal device 1 to confirm the reservation status, and the reservation status confirmation request processing unit 21 receives this confirmation request (step 2001). After receiving the confirmation request, the reservation status confirmation request processing unit 21 determines whether the requester is a user or an operator (step 2002). When it is determined that the requester is a user, the reservation status creation processing unit 22 is requested to create a screen for the user. Reservation status creation processing unit 22 receives this user screen creation request, accesses reservation information DB 50, and creates a reservation status screen as shown in FIG. 8 (step 2004). On this screen, the customer information (customer ID, customer name, phone number) of other users cannot be referenced. The reservation status display processing unit 23 displays the created screen on the user's Internet terminal device 1 (step 2005).
[0029]
Next, the flow of processing when the operator confirms the reservation status or the reservation case response status will be described. The operator requests the reservation status confirmation request processing unit 21 to confirm the reservation case response status from the reception terminal device 5, and the reservation status confirmation request processing unit 21 receives this confirmation request (step 2001). After receiving the confirmation request, the reservation status confirmation request processing unit 21 determines whether the requester is a user or an operator (step 2002). If it is determined that the requester is an operator, the reservation request creation processing unit 22 is requested to create a screen for the operator. The reservation status creation processing unit 22 receives this operator screen creation request, accesses the reservation information DB 50, and creates a reservation case response status screen as shown in FIG. 12 (step 2003). In this operator screen, unlike the user screen, customer information of all users can be referenced. Also, as shown in FIG. 12, since a plurality of operators correspond, there are a plurality of reservation IDs, and it is possible to correspond to several reservation cases in the same time zone. The reservation status display processing unit 23 displays the reservation case response status screen created in step 2003 on the reception terminal device 5 of the operator (step 2005).
[0030]
Next, processing when the operator selects a corresponding item from the screen of FIG. 12 will be described.
[0031]
FIG. 17 is a flowchart showing the flow of processing when an operator starts a response, reports a progress status up to the present, and completes a response to a reservation case. It is assumed that the operator has already issued a reservation status confirmation request, and the reservation case response status screen of FIG. 12 is displayed on the operator's reception terminal device 5 by the procedure shown in the flowchart of FIG.
[0032]
The operator selects the reservation item 501 for which the correspondence status is to be updated from the screen of FIG. 12 (step 3001). The selected reservation item is transferred to the reservation item corresponding update request processing unit 31, and it is determined whether or not the reservation item of the update request has not been started (step 3002). In the case of a reservation case that has not been started, the reservation item correspondence update screen 600 in the upper part of FIG. 13 is displayed on the reception terminal device 5 of the operator (step 3003). In the case of a reservation case that has not yet been started, the operator presses the response start button 601 to start the correspondence of the reservation case (step 3005).
[0033]
In the case of a reservation case that is being dealt with, which indicates a stage where an inquiry or consultation is being made or an investigation is being made, a reservation case correspondence update screen 604 in the lower part of FIG. 13 is displayed on the reception terminal device 5 of the operator (step 3004). . When inputting the progress status up to now, the data update button 602 is pressed to input the current progress status. When the response is completed, the response completion button 603 is pressed to end the response to the reserved case (step 3006).
[0034]
The reservation case correspondence update processing unit 32 accesses the reservation information DB 50 based on the data input from the operator, and updates the correspondence status (step 3007).
[0035]
Next, the reservation detection processing unit 41 determines whether or not there is a reservation case that satisfies the reservation condition. If the case is present, a notification for prompting the operator to call the reserved user is made. Processing will be described.
[0036]
FIG. 18 is a flowchart showing a flow of processing for detecting a reservation item that has reached a time designated by a user or that satisfies a designated condition and notifying an operator.
[0037]
The reservation detection processing unit 41 checks the reservation information DB 50 at regular intervals for whether there is a reservation case that has reached the time specified by the user or that satisfies the specified condition (step 4001). If there is a reservation case that has reached the specified time or that satisfies the specified condition (step 4002), the operator notification processing unit 42 is notified to the operator, and the operator notification processing unit 42 asks the operator. A callback notification screen 700 of FIG. 14 for making a notification prompting the reserved user to make a call is created, and a notification screen is displayed on the reception terminal devices 5 of all the operators who can respond (step 4003). .
[0038]
In the callback notification screen 700 of FIG. 14, a reservation ID, customer information (customer ID, name, telephone number), reservation time, and the like are displayed. After an operator presses the response start button 701, the reservation ID is displayed on the screen. The telephone number is called and the response is started (step 4004). After the operator starts the response, the reservation case response update processing unit 32 accesses the reservation information DB 50 and updates the response status (step 4005). The operator notification processing unit 42 deletes the notification screen from the reception terminal devices 5 of all the operators who can respond (step 4006), and ends the processing.
[0039]
In the above embodiment, the case where the operator calls the telephone number displayed on the screen after pressing the response start button 701 and starts the response has been described. However, the response start button 701 is an automatic dial button. Also good.
[0040]
Further, in the above-described embodiment, if there is a reservation case that reaches the specified time or satisfies the specified condition, the operator notification processing unit 42 calls the user who reserved the operator. The callback notification screen shown in FIG. 14 for making the prompt notification is created and the notification screen is displayed on the reception terminal device 5 of all the operators who can handle it. The notification screen may be displayed only on the terminals of few operators.
[0041]
Next, a second embodiment of the present invention will be described.
[0042]
FIG. 19 is an overall view of a callback reservation system according to the second embodiment of the present invention. The callback reservation system 1903 is a server that controls and manages a callback (callback) reservation case. The callback reservation system 1903 receives an inquiry or response request input from a user via a user terminal device 1901 connected to the Internet 1902 and performs reservation processing. Furthermore, all the information input from the user is stored in the case information DB 1905, the response waiting queue 1906 that is ordered according to the priority based on the information, and the response DB 1904 that manages the work status of each response. create. After that, according to the order registered in the response waiting queue 1906, when the callback specified time comes, the reservation case is output to the responder's responder terminal device 1907 to prompt the processing of the reservation case.
[0043]
The callback reservation system 1903 includes functions of a user input unit 1910, a case registration unit 1920, a case state monitoring unit 1930, a responder input unit 1940, and a case update unit 1950. The user input unit 1910 creates a reservation item input screen for the user and displays it on the user terminal device 1901. At the same time, a process for accepting a reservation item input by the user is performed. The case registration unit 1920 performs processing for registering the reservation case received by the user input unit 1910 in the case information DB 1905. At the same time, the order in which the responder must respond from the contents of the reservation case is calculated and registered in the waiting queue 1906. The case status monitoring unit 1930 monitors the response waiting queue 1906 and the responder DB 1904 at regular intervals, and performs a process of allocating the reservation case to the responders who can process the reservation case. The responder input unit 1940 creates a screen for the responder to input the correspondence status of the reservation case and displays the screen on the responder terminal device 1907. At the same time, processing for accepting the response status input from the responder is also performed. Also, a process of automatically calling back the user who reserved the case is performed. In response to a request from the responder input unit 1940, the case update unit 1950 acquires a reserved case from the case information DB 1905 and updates the response status. In addition, the work status of the responder is updated in the responder DB 1904.
[0044]
FIG. 20 is a flowchart of the reservation process performed by the user input unit 1910. The user input unit 1910 receives a request for starting the reservation process from the user (step 2001), and displays a user input screen 2201 shown in FIG. 22 on the user terminal device 1901 (step 2002). Then, the user enters an input reception state for a name, a telephone number, an e-mail address, a reservation case content, a desired date and time of callback, and other conditions (step 2003). As a method for specifying the desired callback date and time, an input screen is provided in which only a date that does not specify a time is specified, immediate requests, and other conditions can be freely described. When the user presses an OK button 2202 on the user input screen 2201, the user input unit 1910 finishes accepting the input, and determines whether the input reservation item information can be reserved without error or contradiction. (Step 2004).
[0045]
The callback desired date entered by the user is in the past, the time that the end time is earlier than the desired start time is specified, and the date that satisfies both the specified date and other conditions When an error such as the absence of a message is detected, this is displayed as an error message on the user terminal device 1901 to prompt the user to input again (step 2005). If there is no error and reservation is possible, the user input unit 1910 issues a request to the case registration unit 1920 to register the input reservation case in the case information DB 1905 (step 2006), and the return value Receive a reservation ID.
[0046]
The reservation ID is an individual number assigned to each case in order to identify the reservation case input by the user, and is used to easily identify and manage the case in the case information DB 1905 and the responder DB 1904. Is done. It is also used when a user accepts a change or cancellation of the contents of a reservation item. The user input unit 1910 displays the reservation ID notified by the case registration process (detailed in FIG. 12) of the case registration unit 1920 on the user terminal device 1901 and notifies the user (step 2007). The user input screen 2201 is closed (step 2008), and this process ends.
[0047]
FIG. 21 is a flowchart of the case registration process performed by the case registration unit 1920. The case registration unit 1920 starts the case registration process upon receiving information on the reservation case sent from the user input unit 1910 (step 2101). A unique number uniquely corresponding to the accepted reservation case is assigned as a reservation ID (step 2102). The reservation item, reservation ID, and current date and time are stored in the item information DB 1905 (step 2103). The case registration unit 1920 stores the information in the case information DB 1905 and then sets the correspondence status column 2331 of the management table 2301 (FIG. 23) of the case information DB 1905 to identify that the reservation case has not yet been processed. “Not supported” is set (step 2104). Further, the case registration unit 1920 identifies the desired callback date and time of the reservation case, and calculates the priority of processing compared with the desired callback date and time of other reservation items (step 2105). In accordance with the order obtained as a result of the calculation, the reservation ID of the reservation item is registered in the waiting queue 1906 (step 2106). The response waiting queue 1906 positions the order corresponding to all reservation cases. All reservation cases are handled according to the order registered in the response queue 1906. The case registration unit 1920 sequentially adds reservation cases to the tail of the response waiting queue 1906 within a range satisfying the user's condition based on information on the desired callback date and time. As a result, a case that has been reserved under the same conditions is preferentially processed when it is received first. After completing all the above-described processing, the case registration unit 1920 notifies the user input unit 1910 of the reservation ID of the reservation case (step 2107), and ends this processing.
[0048]
FIG. 22 shows a screen for accepting an input of a reservation item from a user. This user input screen 2201 is a screen that the user input unit 1910 displays on the user terminal device 1901 when the user accesses the callback reservation system 1903. On the user input screen 2201, the user name, telephone number, e-mail address, reservation details, and desired callback time can be input. When the user inputs necessary items and then presses an OK button 2202, the case registration unit 1920 starts reservation processing. When a cancel button 2203 is pressed, the user input screen 2201 is closed without performing the reservation process.
[0049]
FIG. 23 shows the management table format of the item information DB 1905. The management table 2301 manages each case by classifying it into four types of information: date information 2310, user information 2320, responder information 2330, and priority information 2340.
[0050]
The date information 2310 includes a date and time when a reservation is accepted. The user information 2320 is information input from the user through the user input screen 2201 (FIG. 22). Specifically, the user's name, telephone number, e-mail address, date and time of requesting the callback, matter contents, And a reservation ID assigned at the time of reservation. The responder information 2330 is an area for managing the response status at the time of callback, and consists of the responder name, response status, callback execution time, response time, response content, responder comment, and remarks column. Is done. The priority information 2340 indicates the order of registration in the response queue item queue 1906, and indicates that the smaller the number, the higher the response priority and the higher the priority.
[0051]
Among the above-described classifications, the date information 2310, user information 2320, and priority information 2340 are registered by the case registration unit 1920 when a reservation case from a user is received. In the corresponding person information 2330, “not supported” is registered in the corresponding state column 2331 when a reservation case from a user is accepted. Thereafter, when the reservation case is allocated to the responder, the case update unit 1950 updates the response status field 2331 from “not supported” to “supporting”, and the responder name field and the callback execution time field. Register.
[0052]
When the response to the reserved case is completed, the case update unit 1950 updates the response status column 2331 from “in response” to “response completed”, and the remaining response time column, response content column, responder comment column, And register the remarks column.
[0053]
FIG. 24 is a flowchart of the case status monitoring process performed by the case status monitoring unit 1930. The case status monitoring unit 1930 always compares the reservation case that is in an unsupported state with the current time and the work status of the responder, and performs a process of assigning a new reservation case to the responder.
[0054]
The case status monitoring unit 1930 refers to the reservation ID registered at the top of the response queue 1906 at regular intervals, acquires the content of the reservation case corresponding to the reservation ID from the case information DB 1905 (step 2401), It is checked whether or not the current time satisfies the callback request condition of the reservation item (step 2402). If the condition is not satisfied, it is determined that there is no case that can be handled, and the same processing is repeated again after a certain time. When it can respond, the work status of the responder is acquired from the responder DB 1904 (step 2403). The responder DB 1904 (detailed in FIG. 25) is a database that manages the work status of each responder, and each responder is “capable”, “corresponding”, or “impossible” for the case processing. Is registered.
[0055]
The case status monitoring unit 1930 checks whether there is a responder who can handle the new reservation case from the work status of the acquired responder (step 2404). If there is no respondable person, a message indicating that a new reservation item has arrived is displayed on the responder terminal devices 1907 of all the responders (step 2405). If there is even one person who can respond, a message prompting the person to respond to the new appointment is displayed on the person terminal device 1907 of that person (step 2406). The case status monitoring unit 1930 needs to continue to operate when there is a reservation case waiting to be handled. Therefore, when the above-described series of processing ends, the case status monitoring unit 1930 returns to the reservation case monitoring process (step 2401) again. However, only when a termination command is issued by the system administrator, the interrupt command can be received and the processing can be terminated (step 2407).
[0056]
FIG. 25 shows the management table format of the counterpart DB 1904 for registering the work status of the counterpart. The management table 2501 is divided for each person in charge, and manages whether each person in charge is currently “supporting”, “available”, or “not available”. The information is updated when the case update unit 1950 detects the start or end of the handling of the reservation case, and the case state monitoring unit 1930 is referred to when deciding which responder to allocate the new reservation case. To do. For the responder whose response status column is “responding”, the reservation ID and the corresponding start time of the reservation case currently being supported are also registered. In addition, for reservation cases for which each responder has completed the correspondence, the reservation ID of the reservation case is registered as a corresponding completion case reservation ID, which is also used to grasp the work results for each responder.
[0057]
FIG. 26 is a flowchart of the handling process performed by the responder input unit 1940. The responder input unit 1940 accepts a request for starting the correspondence of a new reservation item from the responder (step 2601), and the reservation update unit 1950 receives the reservation ID and user name of the reservation item from the management table 2301 of the item information DB 1905. , Request to acquire the telephone number and the matter contents (step 2602). When the responder input unit 1940 acquires information on the reserved case from the case update unit 1950 (step 2603), the responder input unit 1940 creates a responder input screen 2801 (described later in FIG. 28) based on the information, and the responder terminal The information is displayed on the device 1907 (step 2604). The responder input unit 1940 automatically performs a callback to the user's telephone number acquired from the case update unit 1950, and makes a transition to a state in which the responder and the user can directly talk (step 2605). Next, the responder input unit 1940 enters an input acceptance state of the responder input screen 2801 by the responder, and after the response content is input by the responder, a response completion button 2802, an update button 2803, and a close button 2804 are input. It waits for any of these to be pressed (step 2606).
[0058]
The responder input unit 1940 identifies the pressed button (step 2607). If the close button 2804 is pressed, the process proceeds to step 2610. If the response completion button 2802 or the update button 2803 is pressed, the process proceeds to step 2608, and the responder input unit 1940 requests the case update unit 1950 to update the responder DB 1904 and the case information DB 1905 ( Step 2608). When the update processing of the corresponding person DB 1904 and the case information DB 1905 is completed, an update end notification indicating that is received from the case update unit 1950 (step 2609).
[0059]
If the update button 2803 is pressed in step 2607, the processing returns to step 2606 after the processing in steps 2608 and 2609, and the processing is repeated. If the close button 2804 or the response completion button 2802 is pressed, the responder input screen 2801 is closed (step 2610), and this process is terminated.
[0060]
FIG. 27 is a flowchart showing a case acquisition process performed by the case update unit 1950. The case update unit 1950 receives a reservation case information acquisition request from the responder input unit 1940 (step 2701), and acquires a reservation ID existing at the head of the response waiting queue 1906 (step 2702). The case update unit 1950 acquires from the case information DB 1905 information on the user name, telephone number, and case contents of the reservation case designated by the reservation ID (step 2703). Further, in the responder information 2330 of the management table 2301 (FIG. 23) of the case information DB 1905, the items of responder name, response status, and callback execution time are updated. At that time, register the person name assigned as the responder of the case in the responder name field, change the response status field from “not supported” to “supporting”, and set the current time in the callback execution time field. Registration is performed (step 2704).
[0061]
Also, for the management table 2501 (FIG. 25) of the responder DB 1904, the items of the correspondence status, the reservation ID currently being handled, and the correspondence start time are updated. At the time of updating, the response status column is updated from “available” to “supported”, the reservation ID acquired from the response waiting queue 1906 is registered in the corresponding reservation ID column, and the current time is displayed in the response start time column. Is registered (step 2705). Thereafter, the case update unit 1950 returns the reservation ID, user name, telephone number, and reservation case information acquired from the case information DB 1905 to the responder input unit 1940, which is the request source of the reservation case information (Step S1). 2706).
[0062]
FIG. 28 shows a screen (displayed in step 2604) for entering the result of the responder's response to the reservation case. The corresponding person input screen 2801 is created by the corresponding person input unit 1940, and displays a reservation ID, a user name, and a case content of a corresponding case. Also, the name of the responder, the content of the correspondence, and the comment of the responder can be input.
[0063]
When the handling of the reservation case is completed, the handling completion button 2802 is pressed by the handling person. In this case, the input content is stored in the case information DB 1905 and the responder DB 1906, and the responder input screen 2801 is closed. If the update button 2803 is pressed, the input content is stored in the case information DB 1905 and the responder DB 1906, and the input ready state is maintained. When the close button 2804 is pressed, the responder input screen 2801 is closed without storing the input contents in the responder DB 1904 and the case information DB 1905.
[0064]
FIG. 29 is a flowchart showing a case update process performed by the case update unit 1950. When the response completion button 2802 or the update button 2803 on the responder input screen 2801 (FIG. 28) is pressed, the case update unit 1950 updates the response content input on the screen to the responder DB 1904 and the case information DB 1905. The request is received from the responder input unit 1940 (step 2901). The case update unit 1950 reflects the name of the responder, the content of the response, and the information of the responder comment received from the responder input unit 1940 in the case information DB 1905 for updating (step 2902), and is pressed on the responder input screen 2801. It is determined whether the selected button type is the correspondence completion button 2802 or the update button 2803 (step 2903).
[0065]
If it is the update button 2803, the process proceeds to step 2906. In the case of the response completion button 2802, the response status column 2331 of the management table 2301 (FIG. 23) in the case information DB 1905 is updated from “in response” to “completed” (step 2904), and the management table 2501 in the responder DB 1904 The response status column in FIG. 25 is updated from “supporting” to “supportable” (step 2905). After updating the database, the case update unit 1950 notifies the responder input unit 1940 that the update process has been correctly completed (step 2906), and ends this process.
[0066]
【The invention's effect】
As described above, according to the present invention, a user who makes an inquiry or consultation using a telephone makes a telephone call many times because it is difficult to connect the telephone to the window by reserving a callback in advance. There is no need to make a call, and inquiries and consultations can be made using the telephone at the time and conditions specified by the user.
[Brief description of the drawings]
FIG. 1 is a configuration diagram of a callback reservation system according to an embodiment of the present invention.
FIG. 2 is a diagram showing an internal configuration of a callback reservation system server.
FIG. 3 is a diagram illustrating a configuration of a reservation receiving unit.
FIG. 4 is a diagram showing an internal configuration of a reservation status confirmation unit.
FIG. 5 is a diagram showing an internal configuration of a reservation case corresponding update unit.
FIG. 6 is a diagram showing an internal configuration of a reservation monitoring unit.
FIG. 7 is a diagram showing the contents of a reservation information DB.
FIG. 8 is a diagram showing a user reservation status screen.
FIG. 9 is a diagram showing a user detailed reservation condition input screen.
FIG. 10 is a diagram showing a user reservation confirmation screen.
FIG. 11 is a diagram showing a user reservation completion screen.
FIG. 12 is a diagram showing an operator reservation case response status screen;
FIG. 13 is a diagram showing an operator reservation case correspondence update screen.
FIG. 14 is a diagram showing an operator callback notification screen;
FIG. 15 is a flowchart showing the flow of processing when a user makes a callback reservation.
FIG. 16 is a flowchart showing a processing flow when a user or an operator confirms a reservation status or a reservation case response status.
FIG. 17 is a flowchart showing a flow of processing when an operator starts a response, reports a progress status up to the present, and completes a response to a reservation case.
FIG. 18 is a flowchart showing a flow of processing for detecting a reservation item that has reached a time designated by a user or that satisfies a designated condition and notifies the operator of the reservation case.
FIG. 19 is an overall view of a callback reservation system according to a second embodiment of the present invention.
FIG. 20 is a flowchart of reservation processing performed by a user input unit.
FIG. 21 is a flowchart of a case registration process performed by a case registration unit.
FIG. 22 is a diagram showing a screen for accepting an input of a reservation item from a user.
FIG. 23 is a diagram showing a management table showing contents of a case information DB.
FIG. 24 is a flowchart of a case status monitoring process performed by a case status monitoring unit.
FIG. 25 is a diagram showing a management table showing the contents of a responder DB.
FIG. 26 is a flowchart of response processing performed by a responder input unit.
FIG. 27 is a flowchart showing a case acquisition process performed by a case update unit.
FIG. 28 is a diagram showing a screen on which a responder enters a result of handling a reservation case.
FIG. 29 is a flowchart showing a case update process performed by a case update unit.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 ... Internet terminal device, 2 ... Internet, 3 ... Call-back reservation system server, 4 ... Intranet, 5 ... Reception terminal device, 10 ... Reservation reception part, 11 ... Reservation process part, 12 ... Reservation ID notification process part, 20 ... Reservation information confirmation unit, 21 ... Reservation status confirmation request processing unit, 22 ... Reservation status creation processing unit, 23 ... Reservation status display processing unit, 30 ... Reservation case correspondence update unit, 31 ... Reservation case correspondence update request processing unit, 32 ... Reservation item correspondence update processing unit, 40 ... reservation monitoring unit, 41 ... reservation detection processing unit, 42 ... operator notification processing unit, 50 ... reservation information DB, 1901 ... user terminal device, 1902 ... internet, 1903 ... call pack reservation system , 1904 ... corresponding person DB, 1905 ... case information DB, 1906 ... waiting queue, 1907 ... corresponding terminal apparatus, 1910 ... use The input unit, 1920 ... projects registration unit, 1930 ... project status monitoring unit, 1940 ... corresponding user input unit, 1950 ... project update section.

Claims (9)

A callback reservation system used when users make inquiries and consultations over the phone,
Received a confirmation request of reservation status from a person in charge operator to receive the inquiry and consultation from a Subscriber, the reservation status confirmation request, it is determined whether the request from the request or operator from the user, (1) use Is a reservation status screen created based on the number of operators and the reservation status at that time, and customer information of other users other than the user cannot be referred to from the screen. (2) When the request is from the operator, the reservation status screen is created based on the number of operators and the reservation status at that time, and any use from that screen Reservation status confirmation means for displaying a reservation status screen that allows the customer's customer information and detailed information on the reservation to be referred to ,
Receiving a callback reservation specifying a reservation time or reservation condition from the user, determining whether or not a callback according to the received reservation specification is possible. (1) If possible, accepting the reservation (2) if not possible, a reservation accepting means for sending a notice of reservation failure to the user,
In response to an instruction from an operator, a reservation matter correspondence updating unit that designates a reservation matter from the reservation status screen and updates a corresponding situation of the reservation matter;
A reservation matter that has reached the reservation time specified by the user or a reservation matter that satisfies the reservation condition specified by the user is detected, and a call is made to the user who has reserved the operator for the detected reservation matter. A callback reservation system comprising: reservation monitoring means for notifying the user to make a call. In the callback reservation system according to claim 1,
  The reservation status screen displayed in response to a request from the user is a screen that displays the presence / absence of a reservation assigned to each time zone for each operator who performs a callback,
  The reservation status screen that is displayed in response to a request from the operator indicates whether there is a reservation assigned to each time zone for each operator who performs a callback, which operator has already responded to which reservation, or is currently responding. As you can see, this is the screen to display
  Callback reservation system characterized by that. In the callback reservation system according to claim 1 or 2,
  The reservation monitoring means checks whether there is an operator who can handle the detected reservation item, and if there is an operator who can handle the new reservation item, all of those operators have arrived. If there is no compatible operator, notify all operators that a new reservation item has arrived.
  Callback reservation system characterized by that. In the callback reservation system according to any one of claims 1 to 3,
  The reservation monitoring means preferentially performs the notification to an operator who can deal with the detected reservation case with a small number of cases.
  Callback reservation system characterized by that. In the callback reservation system according to any one of claims 1 to 4,
  The user terminal device is connected to the callback reservation system via a first line, the operator terminal device is connected to the callback reservation system via a second line,
  The reservation status confirmation unit determines whether the received reservation status confirmation request is a request received via the first line or the second line, so that the reservation status confirmation request is received from the user. Determine whether the request is from the operator
  Callback reservation system characterized by that. A callback reservation method for users to make inquiries and consultations over the phone,
Received a confirmation request of reservation status from a person in charge operator to receive the inquiry and consultation from a Subscriber, the reservation status confirmation request, it is determined whether the request from the request or operator from the user, (1) use Is a reservation status screen created based on the number of operators and the reservation status at that time, and customer information of other users other than the user cannot be referred to from the screen. (2) When the request is from the operator, the reservation status screen is created based on the number of operators and the reservation status at that time, and any use from that screen A reservation status confirmation step for displaying a reservation status screen that allows a customer's customer information and detailed information about the reservation to be referred to ,
Receiving a callback reservation specifying a reservation time or reservation condition from the user, determining whether or not a callback according to the received reservation specification is possible. (1) If possible, accepting the reservation Registration as a case, (2) When it is not possible, a reservation reception step for sending a notification of reservation failure to the user;
In response to an instruction from the operator, a reservation item correspondence update step for designating a reservation item from the reservation status screen and updating the correspondence status of the reservation item;
A reservation case that reaches the reservation time specified by the user or that satisfies the reservation condition specified by the user is detected, and a call is made to the user who reserved the operator for the detected reservation case. A callback reservation method, comprising: a reservation monitoring step for performing notification for prompting the user. A callback reservation system used when users make inquiries and consultations over the phone,
Reservation acceptance means for accepting reservations for callbacks that specify reservation times or reservation conditions from users who make inquiries and consultations,
Item registration means for registering information related to accepted reservation items in the item information database;
For a plurality of responders, a responder management table storing a response status indicating whether each responder is currently available, currently being handled, or not supported, and
The reservation case registered in the case information database is taken out, and it is checked whether the reservation case has reached the reservation time specified by the user or the reservation condition specified by the user, and the reservation time is reached. Or means for allocating a reservation matter that satisfies a reservation condition to a responder who can respond by referring to the responder management table;
In the allocating means, when the adaptable counterpart exists, and notifies the message prompting the response to this the reservation case to allocate a responder, if the adaptable counterpart does not exist, responders A callback reservation system comprising: means for notifying all members of a message prompting them to respond to the reservation case . In the callback reservation system according to claim 7,
  The means for notifying a message prompting the user to deal with the reservation item gives the notification preferentially to those who can deal with the reservation item and who have few cases.
  Callback reservation system characterized by that. A callback reservation method used when users make inquiries and consultations over the phone,
A reservation acceptance step for accepting a reservation for a callback specifying a reservation time or reservation condition from a user who makes an inquiry or consultation;
An item registration step for registering information related to accepted reservation items in the item information database;
For a plurality of responders, storing a response status indicating whether each responder is currently available, being supported, or not available in the responder management table, and managing the response status of each responder;
The reservation case registered in the case information database is taken out, and it is checked whether the reservation case has reached the reservation time specified by the user or the reservation condition specified by the user, and the reservation time is reached. Or assigning a reservation matter satisfying a reservation condition to a responder who can respond by referring to the responder management table;
In the allocation, if the adaptable counterpart exists, and notifies the message to the allocated were responders prompts corresponding to those the reservation transactions, if the adaptable counterpart does not exist, the corresponding everyone And a step of notifying a message prompting the user to respond to the reservation case .

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