JP4067437B2 - Telephone questionnaire support server and telephone call control device - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a telephone questionnaire support system and a telephone call control apparatus, and more particularly to a telephone questionnaire support system and a telephone call control apparatus that support a questionnaire related to a public opinion survey performed by a telephone call process through a telephone line network.
[0002]
The present invention also relates to a program for causing a computer to perform processing in the telephone questionnaire support system and a recording medium storing the program.
[0003]
[Prior art]
Conventionally, questionnaire surveys using multiple telephones have been conducted, for example, in policy surveys that lead to voter turnout trends and voting, elections, public opinion surveys such as surveys on the use of products and services, attitude surveys, and advertisements. . In such a telephone questionnaire, a telephone call process is performed from a telephone to a specific person to be surveyed by a plurality of operators such as a telephone telephone surveyor or a telephone recruiting staff called a telephone appointment. The specific survey target person is extracted based on a telephone call destination list for each predetermined area created from the telephone book of the national ward or a partial area. Therefore, a questionnaire using a conventional telephone makes a telephone call for each survey subject extracted by an operator.
[0004]
In addition, for solicitation sales by telephone when selling products or services to be solicited, a list of previously contracted customers is created, and based on the customer list, one operator is surveyed by the operator as described above. I make a phone call every time.
[0005]
On the other hand, in order to improve work efficiency and reduce labor costs in the questionnaire using the above telephone, in the questionnaire and solicitation sales using the conventional telephone, a predetermined device is used by using the voice file generated by the voice synthesis technology. In some cases, an out-band method is employed in which a telephone call is made through a plurality of channels under the above control.
[0006]
[Problems to be solved by the invention]
However, in the questionnaire using the telephone set described above, creating a list of telephone call destinations requires man-made work and time, and there is a problem that work efficiency is poor. In addition, there is a problem that it takes a lot of labor and labor for the operator to extract survey subjects based on the telephone destination list and to make a call for each survey subject. It was.
[0007]
Also, in out-of-band questionnaires and solicitation sales, regardless of the questionnaire response rate or the number of product sales contracts, the telephone call destination is extracted and calls are made using multiple channels. In addition, there was a problem that the number of contracts for product sales declined.
[0008]
In addition, when conducting multiple questionnaires in each channel, for example, the response rate of housewives is high in the morning on weekdays, and the response rate of office workers is high after the evening. In other regions, when the questionnaire was conducted in the afternoon, there was a problem that the response layer (occupation, gender, age, etc.) also varied, and it was impossible to obtain a uniform response rate.
[0009]
Therefore, the first problem of the present invention is that work efficiency such as creation of a telephone call destination list can be improved and labor costs can be reduced, and when the telephone call processing is performed in each of a plurality of channels, it is uniform. To provide a telephone questionnaire support system and a telephone call control device capable of efficiently performing a telephone call processing by performing time dispersion.
[0010]
A second object of the present invention is to provide a program for causing a computer to perform processing by the telephone questionnaire support system and a recording medium storing the program.
[0011]
[Means for Solving the Problems]
  In order to solve the first problem, the present invention provides, as described in claim 1,ElectricBased on the questionnaire result obtained by the telephone destination information management means for managing the telephone destination information indicating the destination of the call and the channel control server that performs the telephone outgoing call processing, the degree of progress indicating the progress status of the questionnaire is calculated. Based on the degree of progress calculated by the degree of progress calculation means and the degree of progress calculated by the degree of progress calculation means, the predetermined telephone destination information is extracted from the telephone destination information managed by the telephone destination information management means. A telephone call destination information extracting means; and a transmission means for transmitting the telephone call destination information extracted by the telephone call destination information extracting means to the channel control server.Supporting questionnaires via the telephone networkTelephone survey support serverThe telephone call destination information extracting means extracts the telephone call destination information for each group for which the questionnaire is conducted based on the conditions for conducting the questionnaire, and is the most advanced among the plurality of groups. Determining means for determining the above telephone destination information from a group having a lowIt is set as the structure which has.
[0012]
  Such a telephone questionnaire support server manages telephone destination information indicating a telephone destination, calculates a progress indicating the progress of the questionnaire based on a questionnaire result acquired by the channel control server, and the degree of progress. To extract predetermined phone call destination information and send the extracted phone call destination information to the channel control server, thereby improving work efficiency such as creating a phone call destination list and reducing labor costs In addition to improving work efficiency such as the creation of a telephone call destination list and reducing labor costs, the telephone call can be made by distributing the time evenly when performing telephone call processing on multiple channels. Transmission processing can be performed efficiently.
  In addition, based on the conditions for conducting the questionnaire, the telephone call destination information is extracted for each group that conducts the questionnaire, and the telephone call destination information is determined from the group with the lowest degree of progress among the plurality of groups. Since uniform time distribution can be performed when the telephone call processing is performed at, the telephone call processing can be efficiently performed in a short time.
[0015]
  In order to solve the first problem, the present invention claims2As described in the above, it has condition acquisition means for acquiring the conditions for performing the questionnaire from the user, and voice information management means for managing digitized voice information for performing the questionnaire via the telephone network. The telephone call destination information extracting means extracts predetermined voice information managed by the voice information management means based on the condition set by the condition acquiring means, and the transmission means is the telephone call destination. The voice information extracted by the information extraction unit may be transmitted to the channel control server.
[0016]
Such a telephone questionnaire support server acquires conditions for conducting a questionnaire from a user, manages digitized voice information for conducting a questionnaire via a telephone network, and extracts predetermined voice information based on the conditions. By sending the extracted voice information to the channel control server, it is possible to improve work efficiency such as the creation of a telephone call destination list and reduce labor costs, and to perform telephone call processing on multiple channels. When performing, the telephone call processing can be efficiently performed by performing uniform time distribution.
[0017]
  In order to solve the first problem, the present invention claims3As described in the above, the telephone call destination information extracting means may be configured to extract telephone call destination information that has not been subjected to the questionnaire in the past based on the conditions set by the condition acquiring means. .
[0018]
Such a telephone questionnaire support server improves work efficiency such as creating a telephone destination list by extracting telephone destination information that has not been subjected to questionnaires in the past based on the set conditions. The labor cost can be reduced, and the telephone call processing can be efficiently performed by performing uniform time distribution when the telephone call processing is performed in each of a plurality of channels.
[0019]
  In order to solve the first problem, the present invention claims4As described in the above, the telephone call destination information extracting means may be configured to extract the telephone call destination information obtained in the past from the questionnaire result based on the condition set by the condition setting means. .
[0020]
In such a telephone questionnaire support server, by extracting the telephone destination information obtained in the past based on the set conditions, the work efficiency of creating the telephone destination list etc. is improved and the personnel The cost can be reduced and the telephone call processing can be efficiently performed by performing uniform time distribution when the telephone call processing is performed in each of a plurality of channels.
[0021]
  In order to solve the first problem, the present invention claims5As described above, the condition acquisition unit extracts a questionnaire ID for identifying the questionnaire, extraction condition information indicating an extraction condition extracted from past questionnaire results, and the telephone destination information in the group. It is good also as a structure which sets a keyword and the questionnaire result number to acquire as said conditions.
[0022]
In such a telephone questionnaire support server, a questionnaire ID for identifying a questionnaire, extraction condition information indicating an extraction condition extracted from past questionnaire results, a keyword for extracting telephone destination information in a group, and a questionnaire result to be acquired By setting the number as a condition, it is possible to improve work efficiency related to the telephone call processing.
[0023]
  In order to solve the first problem, the present invention claims6It is good also as a structure which has a display means to display the screen for setting the said conditions which perform the said questionnaire so that it may be described.
[0024]
In such a telephone questionnaire support server, by displaying a screen for setting the conditions for conducting the questionnaire, the conditions can be easily set, and the work efficiency related to the telephone call processing can be improved.
[0025]
  In order to solve the first problem, the present invention claims7As described above, it may be configured to include a receiving unit that receives the questionnaire result from the channel control server, and a questionnaire result management unit that manages the questionnaire result received by the receiving unit.
[0026]
Such a telephone questionnaire support server can efficiently perform a telephone call process in a short time by receiving a questionnaire result from the channel control server and managing the received questionnaire result.
[0027]
  In order to solve the first problem, the present invention claims8As described above, communication may be performed with the channel control server according to a TCP / IP procedure.
[0028]
Such a telephone questionnaire support server can efficiently control communication with the channel control server by communicating with the channel control server according to the TCP / IP procedure.
[0039]
  In order to solve the second problem, the present invention claims9A program for causing a computer to perform processing in a telephone questionnaire support server that supports questionnaires via a telephone line network,Based on the telephone destination information management procedure for managing the telephone destination information indicating the telephone destination and the questionnaire result acquired by the channel control server that performs the telephone outgoing call processing, the degree of progress indicating the progress status of the questionnaire is calculated. A predetermined telephone destination information is extracted from the telephone destination information managed by the telephone destination information management procedure based on the progress degree calculating procedure and the progress degree calculated by the progress degree calculating procedure. Causing the computer to execute a telephone call destination information extraction procedure and a transmission procedure for transmitting the telephone call destination information extracted by the telephone call destination information extraction procedure to the channel control server;
The telephone call destination information extraction procedure includes an extraction procedure for extracting the telephone call destination information for each group performing the questionnaire based on the conditions for performing the questionnaire, and a group having the lowest progress among the plurality of groups. A determination procedure for determining the above telephone destination information.It is supposed to be configured.
[0041]
In order to solve the second problem, the present invention may be a program for causing a computer to perform processing in the telephone questionnaire support server and the telephone questionnaire support system, and a recording medium on which the program is recorded.
[0042]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[0043]
FIG. 1 is a configuration diagram of a telephone questionnaire support system according to an embodiment of the present invention. In FIG. 1, a telephone questionnaire support system 10 includes a telephone questionnaire support server 20 that performs processing related to a telephone questionnaire, and a plurality of CTI (Computer Telephony Integration) servers 30 that control outgoing calls. Here, a telephone questionnaire support process in one CTI server 30 will be described. The CTI server 30 is connected to the telephone network 2 such as ISDN via the channel 5, and is connected to each telephone call destination via the telephone network 2. For example, it is assumed that 20 channels 5 are installed. The CTI server 30 communicates with the telephone questionnaire support server 20 via a TCP / IP (Transmission Control Protocol / Internet Protocol) 3. The telephone questionnaire support server 20 can be connected to the network 1 and remotely operated from another server via the network 1 so that the telephone questionnaire support server 20 can be maintained by another server. A plurality of telephone questionnaire support servers 20 may be installed.
[0044]
The telephone questionnaire support server 20 is a server computer, and the following processing units are controlled by a CPU (Central Processing Unit). The telephone questionnaire support server 20 mainly includes a keyword setting processing unit 201 that sets keywords and the like related to a predetermined area where a telephone call is made, and a progress degree that calculates a progress degree of the telephone outgoing call processing when the telephone outgoing call processing is being performed. Calculation processing unit 202, destination information extraction processing unit 203 that extracts destination information, information provision processing unit 204 that provides the extracted destination information to the CTI server 30, and results of receiving questionnaire results from the CTI server 30 A reception processing unit 205, a communication control processing unit 206 for controlling data communication, a telephone destination information database (hereinafter referred to as DB) 207 in which telephone destination information is stored, and a questionnaire result DB 208 in which questionnaire results are stored. , Voice file DB 209 storing voice files, and input / output control processing for controlling data input / output Composed of the 210, a display control unit 211 for controlling the display of data, the installer 212 to install a program for executing a telephone questionnaire support processing.
[0045]
The keyword setting processing unit 201 sets a keyword for designating a telephone call destination area input by the administrator of the telephone questionnaire support server 20, a questionnaire ID indicating the contents of the questionnaire, the number of necessary questionnaire results, and the like. The progress calculation processing unit 202 calculates the progress indicating the ratio of the acquired questionnaire results with respect to a predetermined number of questionnaire results during the telephone call processing, and extracts the calculated progress as the destination information. Provided to the processing unit 203. The destination information extraction processing unit 203 extracts the destination information from the telephone destination information DB 207 and the voice file stored in the voice file DB 209 based on the set keyword and the degree of progress. In response to a request from the CTI server 30, the information provision processing unit 204 provides the destination information extracted by the destination information extraction processing unit 203 to the CTI server 30 via the communication control processing unit 206. The result reception processing unit 205 receives the questionnaire result from the CTI server 30 via the communication control processing unit 206 and provides it to the questionnaire result DB 208.
[0046]
The communication control processing unit 206 includes a communication unit for controlling communication with the CTI server 30 according to the communication protocol TCP / IP3. The communication control processing unit 206 can be connected to the network 1 by having the communication unit or the communication unit dedicated to connection with the network 1, and can transmit and receive with other servers via the network 1. It is also possible to control data communication. The input / output control processing unit 210 controls an input unit such as a mouse and a keyboard and an output unit such as a printer, and controls data input / output. The display control processing unit 211 includes a display unit such as a display, and controls the display unit by controlling display data. The installer 212 reads the program from the recording medium 60 on which the program for realizing the telephone questionnaire support system executed by the data communication control system according to an embodiment of the present invention is recorded, and reads the read program. For example, it is installed in an auxiliary storage device or the like. When a process in a telephone questionnaire support system, which will be described later, is started, the CPU starts the process according to the program installed in the auxiliary storage device. The recording medium 60 may be any computer-readable medium such as a CD-ROM as a medium for storing the program.
[0047]
In the telephone call destination information DB 207, the telephone number, address, name, and the like of the telephone call destination in the whole country or a predetermined area are stored in advance as the telephone call destination information. The telephone call destination information stores address information such as prefecture name, city name, street address, apartment, building name, postal code, last name, and name as area information, that is, area keyword information. . In addition, since the telephone number, address, and name of the telephone call destination are updated 20% a year by relocation or telephone number change, the telephone call destination information stored in the telephone call destination information DB 207 is updated once a year. And always use the latest telephone destination information.
[0048]
The CTI server 30 is provided for each communication control processing unit 32 for controlling data communication, channel control units 31a to 31t for controlling telephone call by channel, and control by the channel control units 31a to 31t. And a CTI board for connecting to the telephone network 2 via the corresponding channel 5.
[0049]
The communication control processing unit 32 includes a communication unit that controls communication with the telephone questionnaire support server 20 in accordance with TCP / IP3. The channel control units 31a to 31t request telephone call destination information and a voice file from the telephone questionnaire support server 20, and make a call to a predetermined telephone call destination based on the received telephone call destination information. The CTI board connects to the telephone network 2 via the corresponding channel 5 and connects to a predetermined destination according to control by the channel controllers 31a to 31t.
[0050]
Next, the processing procedure of the telephone questionnaire support system will be described. First, when the administrator of the telephone questionnaire support server 20 inputs a questionnaire ID, a keyword for extracting a telephone destination such as a predetermined area, and the number of samples indicating the number of questionnaire results, the keyword setting processing unit 201. Thus, the input keyword is set. Thereafter, the destination information extraction processing unit 203 extracts predetermined destination information based on the set keyword and the telephone destination information stored in the telephone destination information DB 207. A predetermined voice file stored in the voice file DB 209 is extracted by the information provision processing unit 204 based on the set keyword (questionnaire ID), and the extracted destination information and voice file are extracted to the communication control processing unit 206. provide. The communication control processing unit 206 transmits the destination information and the audio file to the communication control processing unit 32 of the CTI server 30 according to TCP / IP3. The channel controllers 31a to 31t of the CTI server 30 control the CTI board 33 based on the destination information and the voice file received by the communication control processor 32. The CTI board 33 connects to the telephone network 2 via the channel 5 from the telephone call destination information based on the control from the channel control units 31a to 31t, and performs the telephone call processing using the voice file.
[0051]
When the telephone call processing is completed, the CTI board 33 supplies the questionnaire end result to the channel controllers 31a to 31t. The channel control units 31 a to 31 t supply the communication control processing unit 32 with the questionnaire result, the destination information, and the request for the next destination information. The communication control processing unit 32 transmits a questionnaire result, destination information, and a request for the next destination information to the communication control processing unit 206 of the questionnaire support server 20 according to TCP / IP3. The communication control processing unit 206 supplies the received questionnaire result and destination information and a request for the next destination information to the result reception processing unit 205. The result reception processing unit 205 stores the destination information and the questionnaire result in the questionnaire result DB 208 and supplies a request for the next destination information to the destination information extraction processing unit 203. The destination information extraction processing unit 203 requests the progress degree calculation processing unit 202 for the degree of progress of the telephone call processing performed by the CTI server 30 at that time. The progress calculation processing unit 202 calculates the progress and supplies it to the transmission destination information extraction processing unit 203. The transmission destination information extraction processing unit 203 extracts predetermined transmission destination information stored in the telephone transmission destination information DB 207 based on the degree of progress, and provides it to the information provision processing unit 204. The information provision processing unit 204 transmits the destination information and the voice file to the CTI server 30 through the communication control processing unit 206 in the same manner as described above.
[0052]
As described above, the degree of progress of the telephone call processing performed in the CTI server 30 is calculated by the telephone questionnaire support server 20, and the destination information for the next telephone call is extracted based on the keyword and the degree of progress. By transmitting to 30, it is possible to improve work efficiency such as creation of a telephone call destination list and reduce labor costs, and to perform uniform time distribution when performing telephone call processing on a plurality of channels Thus, the telephone call processing can be performed efficiently.
[0053]
Next, an input screen for setting keywords in the telephone questionnaire support server 20 will be described. FIG. 2 is a diagram showing a questionnaire selection screen displayed on the telephone questionnaire support server. As shown in FIG. 2, the questionnaire selection screen 230 is a screen displayed on the display unit of the telephone questionnaire support server 20 when the administrator of the telephone questionnaire support server 20 requests keyword input. On the questionnaire selection screen 230, a selection area 231 for selecting a questionnaire for performing a poll, an OK button 232 for setting the selected questionnaire, and a cancel button 233 for canceling the questionnaire selection screen are displayed. For example, when a predetermined questionnaire is selected in the selection area 231 and the OK button 232 is selected, a questionnaire detail screen shown in FIG. 3 is displayed.
[0054]
FIG. 3 is a diagram showing a questionnaire detail screen displayed on the telephone questionnaire support server. As shown in FIG. 3, the questionnaire detail screen 240 is a screen displayed when a predetermined questionnaire is selected in the selection area 231 of the questionnaire selection screen 230 shown in FIG. 2 and the OK button 232 is selected. The questionnaire detail screen 240 has a display area 241 showing the details of the questionnaire, an area selection button 242 for displaying a screen for selecting an area for conducting the questionnaire, a display area 243 showing the total population in the selected area, An OK button 244 for setting the entered and selected questionnaire details is displayed. The display area 241 includes a display area 245 for displaying the selected questionnaire name, an input area 246 for inputting the required number of answers for the questionnaire, that is, the number of samples, and “non-dial” and “valid” that are target data for the questionnaire. A selection area 247 for selecting an item indicating “answer only” is displayed. In addition, in the selection area 247, for each item of “not dialed” and “valid answer only”, a selection column “Yes” in which the data of the item is the target data, and the data of the item is the target data. A selection column “No” that is not to be displayed and a selection column “Both” that includes all data relating to the item as target data are displayed. For example, the required number of answers is input to the input area 246, the “not dialed” selection field “Yes” 248 in the selection area 247 and the “valid answer only” selection field “No” 249 are checked, and the OK button 244 is checked. Is selected, the questionnaire ID selected by the keyword setting processing unit 201, the required number of answers, and the conditions of the target data are set. When the area selection button 242 is selected, an area selection screen shown in FIG. 4 is displayed.
[0055]
FIG. 4 is a diagram showing an area selection screen displayed on the telephone questionnaire support server. As shown in FIG. 4, the area selection screen 250 is a screen displayed when the area selection button 242 of the questionnaire detail screen 240 shown in FIG. 3 is selected. The area selection screen 250 includes a display area 251 showing area search conditions, a display area 254 showing a list of selected area populations, a display area 255 showing a list of searched area populations, and searched areas. An add button 258 for adding to the selected area, a delete button 259 for deleting the selected area, a display area 256 indicating the total population of the selected area, and an input and selected area selection. It comprises an OK button 257 for setting. The display area 251 displays an input area 252 for inputting an area to be searched and a search button 253 for starting the area search. For example, when an area condition to be searched is input in the input area 252 and the search button 253 is selected, the searched list C is displayed in the display area 255. Here, by selecting the add button 258, the area C is displayed in the display area 254, and the area C can be added to the selected area. Similarly, when the selected area B displayed in the display area 254 is deleted, when the area B is selected and the delete button 259 is selected, the area B is displayed in the display area 255 and the selected area B is selected. Can be deleted. When the area selection input to the area selection screen 250 is completed and the OK button 257 is selected, the keyword setting processing unit 201 sets the selected area.
[0056]
FIG. 5 is a diagram showing an area selection screen displayed on the telephone questionnaire support server. As shown in FIG. 5, the area selection screen 260 is a screen displayed on the display unit of the telephone questionnaire support server 20 when the administrator of the telephone questionnaire support server 20 requests keyword input. The area selection screen 260 includes a selection area 261 for selecting a predetermined area among the selected areas, an OK button 262 for setting the selected area, and a cancel button 263 for canceling the area selection screen. Is displayed. For example, when a predetermined area is selected in the selection area 261 and the OK button 262 is selected, an area detail screen shown in FIG. 6 is displayed.
[0057]
FIG. 6 is a diagram showing an area detail screen displayed on the telephone questionnaire support server. As shown in FIG. 6, the area detail screen 270 is a screen displayed when a predetermined area is selected in the selection area 261 of the area selection screen 260 shown in FIG. 5 and the OK button 262 is selected. The area detail screen 270 includes a display area 271 indicating the selected area name, a keyword logical selection area 272 for setting a keyword condition for extracting an area, a display area 273 indicating a common keyword for the area, a keyword A keyword input screen button 274 for displaying a screen for inputting “OK” and an OK button 275 for setting details of the input and selected area are displayed. In the selection area 272, for a keyword logical item, a selection field “AND” in which the keyword is an indispensable condition and a selection field “OR” in which the keyword is not an indispensable condition are displayed. In addition, the display area 273 includes an input area 276 for inputting the telephone number of a common part of the telephone call destination in the selected area, an input area 277 for inputting a common name for the telephone call destination, and telephone call. An input area 278 for inputting a postal code common to the destination, an input area 279 for inputting an address common to the telephone destination, an input area 280 for inputting a personal flag for limiting the personal telephone destination, and an area An input area 281 for inputting the population is displayed. For example, when the selection field “AND” in the selection area 272 is checked and a common keyword is input and updated in any of the input areas 276 to 281, when the keyword input screen button 274 is selected, the keyword input screen shown in FIG. Is displayed.
[0058]
FIG. 7 is a diagram showing a keyword input screen displayed on the telephone questionnaire support server. As shown in FIG. 7, the keyword input screen 285 is a screen displayed when the keyword input screen button 274 of the area detail screen 270 shown in FIG. 6 is selected. In the keyword input screen 285, a display area 286 showing a display related to keyword input, a display area 291 showing a list of input keywords, a delete button 292 for deleting the checked area, and an input and selection An OK button 293 for setting a keyword is included. The display area 286 includes a selection area 287 for selecting target area keyword information, an input area 288 for inputting a keyword, a selection field “NOT” 289 that does not use the input keyword as a condition, and the input keyword in a list. An add button 290 to be added is displayed. For example, when the keyword target is selected as “address” in the selection area 287, the keyword is input in the input area 288, and the add button 258 is selected, the keyword input to the list in the display area 291 is added. When the check box 294 of the added keyword in the display area 291 is checked and the delete button 292 is selected, the checked keyword is deleted. When the keyword addition on the keyword input screen 285 is completed and the OK button 293 is selected, the keyword setting processing unit 201 sets the selected keyword.
[0059]
Next, telephone questionnaire support processing will be described based on a flowchart. FIG. 8 is a diagram showing a flowchart in the telephone questionnaire support process. In FIG. 8, first, in the process of step S <b> 10, an administrator of the telephone questionnaire support server 20 inputs a questionnaire ID, an area keyword, the number of samples, and the like, and information input by the keyword setting processing unit 201 is set. In the processing of step S11, the destination information extraction processing unit 203 is set based on the input information so as not to extract information including the area keyword that has been previously polled, that is, FIG. It is determined whether or not a non-dial is set in the target data on the questionnaire detail screen shown in (the selection column 248 is checked). If it is not set in the process of step S11 not to extract information including an area keyword that has been previously polled, in step S12, the destination information extraction processing unit 203 makes a phone call including the area keyword. All the destination information is detected from the telephone call destination information DB 207 and grouped. In the process of step S13, the destination information extraction processing unit 203 randomly extracts the necessary number of samples from the grouped telephone destination information. In step S16, the information provision processing unit 204 transmits the extracted telephone destination information to the CTI server 30 via the communication control processing unit 206, and the CTI server 30 uses the telephone line network 2 in order. Conduct a poll of public opinion survey based on the telephone destination information extracted in (phone questionnaire processing).
[0060]
In the process of step S11, when it is set not to extract information including an area keyword that has been previously polled, in step S14, the destination information extraction processing unit 203 makes a telephone call including the area keyword. All the destination information is detected from the telephone call destination information DB 207 and grouped. In the process of step S15, the destination information extraction processing unit 203 randomly needs telephone destination information other than the telephone destination information that has been previously polled from the grouped telephone destination information. The number of samples is extracted and the process of step S16 is performed. The process in step S16 will be described in detail with reference to FIG. When the telephone questionnaire process in step S16 is completed, in the process in step S17, the result reception processing unit 205 receives a questionnaire result that is a public opinion survey and stores it in the questionnaire result DB 208.
[0061]
Next, the telephone questionnaire process in step S16 shown in FIG. 8 will be described. FIG. 9 is a flowchart of the telephone questionnaire support process. In FIG. 9, first, in the process of step S20, the channel control units 31a to 31t of the CTI server 30 obtain an audio file from the telephone questionnaire support server 20, and extract it using the audio file by controlling the CTI board 33. Phone call processing to make a call to the destination information. In the process of step S21, the CTI board 33 supplies the questionnaire results to the channel control units 31a to 31t when the telephone call processing is completed, and the channel control units 31a to 31t call the telephone questionnaire via the communication control processing unit 32. The support server 20 is notified of destination information and questionnaire results. At the same time, in the process of step S22, the channel control units 31a to 31t request destination information and a questionnaire ID for making a next call to the telephone questionnaire support server 20 via the communication control processing unit 32. In step S23, the result reception processing unit 205 of the telephone questionnaire support server 20 receives the questionnaire result via the communication control processing unit 206 and stores it in the questionnaire result DB 208. At the same time, the result reception processing unit 205 receives the destination information and the questionnaire ID to be called next, and the progress degree calculation processing unit 202 and the destination information extraction processing unit 203 receive the destination information and the questionnaire ID to be called next. To supply.
[0062]
In the process of step S24, the progress level calculation processing unit 202 calculates the progress level of the telephone call processing by the CTI server 30 in each area at that time, and the destination information extraction processing unit 203 calculates the progress level of each area. Is determined to be 100%. If the progress of each area is 100% in the process of step S24, the telephone questionnaire process is terminated, and the process of step S17 shown in FIG. 8 is executed. If the progress of each area is not 100% in the process of step S24, the destination information extraction processing unit 203 in the process of step S25, for the questionnaire ID of the public opinion survey for the area with a low progress, and the area The extracted destination information is prioritized and notified to the CTI server 30 via the communication control processing unit 206. In the process of step S26, the channel control units 31a to 31t of the CTI server 30 receive the questionnaire ID and the destination information to be called next through the communication control processing unit 32, and repeat the process from step S20.
[0063]
Next, the progress calculated by the progress calculation processing unit 202 in the process of step S24 shown in FIG. 9 will be described. FIG. 10 is a diagram illustrating a progress table calculated by the progress calculation processing unit. The table 220 shown in FIG. 10 (A) and the table 221 shown in FIG. 10 (B) performed telephone questionnaire processing on areas A, B, and C set in advance by the administrator of the telephone questionnaire support server 20. The example of the progress of each area calculated in the case is shown. In the table 220 shown in FIG. 10A, the progress of area A is 20%, the progress of area B is 50%, and the progress of area C is 30%. In this case, in the process of step S24 shown in FIG. 9, it is determined that the progress of each area is not 100%, that is, the telephone call process for each area is not performed with uniform time distribution. Accordingly, the call destination information of the area A having the lowest degree of progress is notified to the CTI server 30 by the process of step S25, and the call origination process to the next call destination is controlled by the control of each channel control unit 31a to 31t. I do. In addition, in the table 221 shown in FIG. 10B, the progress of area A is 100%, the progress of area B is 100%, and the progress of area C is 100%. In this case, it is determined in the process of step S24 shown in FIG. 9 that the progress of each area is 100%, that is, the telephone call processing for each area is performed with uniform time distribution. The
[0064]
In this way, the next telephone call destination information is provided to the CTI server 30 so that the progress of each area where the telephone call support process set in advance by the telephone questionnaire support server 20 is 100%, and the CTI server 30 By making phone call processing using multiple channels, it is possible to improve work efficiency such as creating a phone call destination list and reduce labor costs, and when making phone call processing on multiple channels By performing uniform time distribution, it is possible to efficiently perform telephone call processing. In addition, by performing telephone call processing on each channel with a uniform time distribution as described above, it is possible to obtain a reply rate with a certain condition in the telephone call processing, and to perform telephone call processing in each area at the same time. It can also be terminated.
[0065]
The tables 220 and 221 may be managed by a predetermined DB as a history of progress. It should be noted that after the telephone call processing is performed, the information on the telephone call may be recorded in the telephone call destination information.
[0066]
【The invention's effect】
As described above, according to the present invention, the telephone destination information indicating the telephone destination is managed, the progress indicating the progress of the questionnaire is calculated based on the questionnaire result acquired by the channel control server, and the progress To extract predetermined phone call destination information and send the extracted phone call destination information to the channel control server, thereby improving work efficiency such as creating a phone call destination list and reducing labor costs In addition, it is possible to efficiently perform telephone call processing by performing uniform time distribution when performing telephone call processing in each of a plurality of channels.
[Brief description of the drawings]
FIG. 1 is a configuration diagram of a telephone questionnaire support system according to an embodiment of the present invention.
FIG. 2 is a diagram showing a questionnaire selection screen displayed on the telephone questionnaire support server.
FIG. 3 is a diagram showing a questionnaire detail screen displayed on the telephone questionnaire support server.
FIG. 4 is a diagram showing an area selection screen displayed on the telephone questionnaire support server.
FIG. 5 is a diagram showing an area selection screen displayed on the telephone questionnaire support server.
FIG. 6 is a diagram showing an area detail screen displayed on the telephone questionnaire support server.
FIG. 7 is a diagram showing a keyword input screen displayed on the telephone questionnaire support server.
FIG. 8 is a diagram showing a flowchart in a telephone questionnaire support process.
FIG. 9 is a flowchart illustrating a telephone questionnaire support process.
FIG. 10 is a diagram illustrating a progress table calculated by a progress calculation processing unit;
[Explanation of symbols]
1 network
2 Telephone network
3 TCP / IP
5 channels
10 telephone questionnaire support system
20 telephone questionnaire support server
30 CTI server
31a to 31t channel control unit
32, 206 Communication control processing unit
33 CTI board
60 recording media
201 Keyword setting processing unit
202 Progress calculation processing unit
203 Destination information extraction processing unit
204 Information provision processing section
205 Result reception processing unit
207 Telephone destination information DB
208 Questionnaire result DB
209 Audio file DB
210 Input / output control processor
211 Display control processing unit
212 Installer

Claims (9)

And the callee information management means for managing the phone call destination information indicating a phone destination,
Progress calculation means for calculating a progress indicating the progress of the questionnaire based on a questionnaire result acquired by the channel control server that performs the telephone call processing;
Telephone destination information extracting means for extracting predetermined telephone destination information from the telephone destination information managed by the telephone destination information management means based on the progress degree calculated by the progress degree calculating means; ,
A telephone questionnaire support server for supporting a questionnaire through a telephone network having a transmission means for transmitting the telephone destination information extracted by the telephone destination information extracting means to the channel control server ,
The telephone call destination information extracting means, based on the conditions for conducting the questionnaire, an extraction means for extracting the telephone call destination information for each group performing the questionnaire;
A telephone questionnaire support server, comprising: a determination unit configured to determine the telephone call destination information from a group having the lowest degree of progress among the plurality of groups. Condition acquisition means for acquiring the above conditions for conducting the questionnaire from the user;
Voice information management means for managing digitized voice information for conducting a questionnaire through the telephone network;
The telephone call destination information extraction unit extracts predetermined voice information managed by the voice information management unit based on the condition set by the condition acquisition unit,
It said transmission means, telephone surveys support server according to claim 1, wherein the transmitting the voice information extracted by the callee information extracting unit to the channel control server. 3. The telephone according to claim 2 , wherein the telephone destination information extracting means extracts telephone destination information that has not been subjected to the questionnaire in the past, based on the condition set by the condition acquiring means. Questionnaire support server. The callee information extracting means, based on the set the condition by the condition acquiring unit, one of claims 2 to 3, characterized in that extracting the acquired callee information results of the survey in the past The telephone questionnaire support server described in the above item. The condition acquisition means includes a questionnaire ID for identifying the questionnaire, extraction condition information indicating an extraction condition extracted from past questionnaire results, a keyword for extracting the telephone call destination information in the group, and a questionnaire result to be acquired. The telephone questionnaire support server according to any one of claims 2 to 4, wherein a number is set as the condition. Telephone surveys support server according to any one of claims 2 to 5, characterized in that a display means for displaying a screen for setting the conditions for performing the survey. Receiving means for receiving the questionnaire result from the channel control server;
The telephone questionnaire support server according to any one of claims 1 to 6, further comprising questionnaire result management means for managing the questionnaire result received by the receiving means. The telephone questionnaire support server according to any one of claims 1 to 7, wherein communication with the channel control server is performed according to a TCP / IP procedure. A program for causing a computer to perform processing in a telephone questionnaire support server that supports questionnaires via a telephone line network,
A telephone destination information management procedure for managing telephone destination information indicating a telephone destination;
A progress calculation procedure for calculating a progress indicating the progress status of the questionnaire based on a questionnaire result acquired by the channel control server that performs the telephone call processing;
A telephone destination information extracting procedure for extracting predetermined telephone destination information from the telephone destination information managed by the telephone destination information management procedure based on the progress degree calculated by the progress degree calculating procedure; ,
Causing the computer to execute a transmission procedure for transmitting the telephone destination information extracted by the telephone destination information extraction procedure to the channel control server ;
The telephone call destination information extraction procedure is based on the conditions for conducting the questionnaire, and the extraction procedure for extracting the telephone call destination information for each group performing the questionnaire;
Program characterized by chromatic and determination procedure for determining the callee information from the lowest progress groups among the plurality of the groups.

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