JP4313369B2 - 顧客と顧客サービス担当者との間の通信を制御および監視するためのシステムおよび方法 - Google Patents
顧客と顧客サービス担当者との間の通信を制御および監視するためのシステムおよび方法 Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/003—Click to dial services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42221—Conversation recording systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13349—Network management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13385—Off-net subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13389—LAN, internet
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Description
Claims (15)
- 音声ネットワークおよびデータ・ネットワークを経由して監視員によって顧客と顧客サービス音声システムとの間の音声通信を監視するシステムであって、該システムは、
音声ネットワークを経由して顧客が顧客サービス音声システムと通信できるようにするための顧客用音声通信手段と、
監視員が音声ネットワークを経由して顧客用音声通信手段および顧客サービス音声システムと通信することができるようにするための監視員用音声通信手段と、
その顧客サービス音声システムが監視されるべきかどうかを判定する第3の制御手段と、
その顧客サービス音声システムが監視されるべきでないと第3の制御手段が判定したときには、音声ネットワークを経由して顧客の音声通信手段と顧客サービス音声システムとを接続してそれらの間に双方向の音声通信を確立し、そして、顧客サービス音声システムが監視されるべきであると第3の制御手段が判定したときには、先ず最初に音声ネットワークを経由して顧客サービス音声システムを監視員用音声通信手段に接続し、そしてその後、音声ネットワークを経由して顧客の音声通信手段を顧客サービス音声システムおよび監視員用通信手段に対して接続してスリーウェイの音声通信をそれらの間に確立する、データ・ネットワークを経由して第3の制御手段に接続された第1の接続手段とを含み、
前記第3の制御手段は、前記顧客サービス音声システムを監視するために監視員が利用できるかどうかを判定する手段を含み、監視員が利用できないと前記判定する手段が判定したときには、前記顧客サービス音声システムは監視されないことを特徴とするシステム。 - 請求項1に記載のシステムにおいて、該顧客サービス音声システムが、音声ネットワークを経由して顧客の音声通信手段と音声の通信ができるようにするための顧客サービス担当者用音声通信手段を含み、該顧客サービス担当者用音声通信手段がユニークな顧客サービス担当者に関連付けられていることを特徴とするシステム。
- 請求項1に記載のシステムにおいて、該システムはさらに、顧客の音声通信手段と顧客サービス音声システムとの間の音声通信を選択的に記録するために、データ・ネットワークを経由して第3の制御手段に接続され、そして音声ネットワークを経由して第1の接続手段に接続されている記録手段を含むことを特徴とするシステム。
- 請求項3に記載のシステムにおいて、第3の制御手段によって顧客サービス・システムが監視されるべきでないと判定されたときには、該記録手段が顧客用音声通信手段と顧客サービス音声システムとの間の音声通信を記録することを特徴とするシステム。
- 請求項1に記載のシステムにおいて、第3の制御手段が、該顧客サービス音声システムが監視されるべきかどうかを手動で選択する手段からなることを特徴とするシステム。
- データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して、監視員によって顧客と顧客サービス通信手段との間の通信を示している通信信号を監視するシステムであって、
データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して、顧客サービス通信手段を備えている顧客によって通信ができるようにするための顧客用通信手段と、
データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客サービス通信手段を備えた、監視員によって通信ができるようにするための監視員用通信手段と、
顧客サービス通信手段が監視されるべきかどうかを判定する第4の制御手段と、
顧客サービス通信手段が監視されるべきでないと第4の制御手段が判定したときには、データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客用通信手段と顧客サービス通信手段とを接続し、そして、顧客サービス通信手段が監視されるべきであると第4の制御手段が判定したときには、先ず最初にデータ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客サービス通信手段を監視員用通信手段と接続し、その監視員が顧客サービス通信システムとの間の通信を監視できるようにするために、データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して監視員用通信手段に対して顧客サービス通信手段を接続し、その後、データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客用通信手段を顧客サービス通信手段に接続して、それらの間の双方向通信を確立する、第4の制御手段に接続されている第2の接続手段とを含み、
前記第4の制御手段は、前記顧客サービス通信手段を監視するために監視員が利用できるかどうかを判定する手段を含み、監視員が利用できないと前記判定する手段が判定したときには、前記顧客サービス通信手段は監視されないことを特徴とするシステム。 - 請求項6に記載のシステムにおいて、該通信信号がデータ通信を表すことを特徴とするシステム。
- 請求項6に記載のシステムにおいて、該通信信号がデータおよび音声の通信の両方を表すことを特徴とするシステム。
- 音声ネットワークおよびデータ・ネットワークを経由して、顧客サービス音声システムに対する顧客音声通信装置からの呼出しを、監視員用音声通信装置を使って監視員が監視する方法であって、
(a)その顧客サービス音声システムが監視されるべきかどうかを判定する段階と、
(b)前記段階(a)において顧客サービス音声システムが監視されるべきでないと判定されたときには、その顧客音声通信装置と顧客サービス音声システムとを音声ネットワークを経由して接続してそれらの間に双方向の音声通信を確立する段階と、
(c)前記段階(a)において、その顧客サービス音声システムが監視されるべきであると判定されたときには、先ず最初に音声ネットワークを経由して顧客音声通信装置を監視員用音声通信装置に接続し、その後、その顧客と監視員の音声通信装置を顧客サービス音声システムに音声ネットワークを経由して接続する段階と、
(d)前記顧客サービス音声システムを監視するために監視員が利用できるかどうかを判定する段階とを含み、監視員が利用できないと判定したときには、前記顧客サービス音声システムは監視されない段階とを含むことを特徴とする方法。 - 請求項9に記載の方法において、顧客サービス音声システムが顧客サービス担当者用音声通信装置を備えてなり、該顧客サービス担当者用音声通信装置は特徴的な顧客サービス担当者に関連付けられていることを特徴とする方法。
- 請求項9に記載の方法において、該方法が、
(e)前記段階(a)において、顧客サービス音声システムが監視されるべきでないと判定されたときには、その顧客音声通信装置と顧客サービス音声システムとの間の通信を記録する段階をさらに含むことを特徴とする方法。 - 請求項9に記載の方法において、段階(a)が更に、該顧客サービス音声システムが監視されるべきかどうかを手動で選択する段階を含むことを特徴とする方法。
- データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して、監視員が監視員用通信装置を使って顧客通信装置と顧客サービス通信装置との間の通信を示している通信信号を監視する方法であって、
(a)その顧客サービス通信装置が監視されるべきかどうかを判定する段階と、
(b)前記段階(a)において、その顧客サービス通信装置が監視されるべきでないと判定されたときには、その顧客通信装置と顧客サービス通信装置とをデータ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して接続し、それらの間に双方向の通信を確立する段階と、
(c)前記段階(a)において、顧客サービス通信装置が監視されるべきであると判定されたときには、先ず最初にデータ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客サービス通信装置を監視員用通信装置に接続し、監視員が顧客サービス通信装置との間の通信を監視できるようにし、そしてその後、データ・ネットワークおよび音声ネットワークのうちの少なくとも1つを経由して顧客サービス通信装置を顧客通信装置に接続し、それらの間の双方向通信を確立する段階と、
(d)前記顧客サービス通信装置を監視するために監視員が利用できるかどうかを判定する段階を含み、監視員が利用できないと判定したときには、前記顧客サービス通信装置は監視されないことを特徴とする方法。 - 請求項13に記載の方法において、該通信信号はデータの通信を表していることを特徴とする方法。
- 請求項13に記載の方法において、該通信信号は音声およびデータの通信の両方を表していることを特徴とする方法。
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US08/632,873 US5914951A (en) | 1996-04-16 | 1996-04-16 | System and method for controlling and monitoring communication between customers and customer service representatives |
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JP09855997A Division JP3789593B2 (ja) | 1996-04-16 | 1997-04-16 | 顧客と顧客サービス担当者との間の通信を制御および監視するためのシステムおよび方法 |
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JP4313369B2 true JP4313369B2 (ja) | 2009-08-12 |
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JP09855997A Expired - Fee Related JP3789593B2 (ja) | 1996-04-16 | 1997-04-16 | 顧客と顧客サービス担当者との間の通信を制御および監視するためのシステムおよび方法 |
JP2006021582A Expired - Lifetime JP4313369B2 (ja) | 1996-04-16 | 2006-01-31 | 顧客と顧客サービス担当者との間の通信を制御および監視するためのシステムおよび方法 |
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US (1) | US5914951A (ja) |
EP (1) | EP0802664A3 (ja) |
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CA (1) | CA2201558C (ja) |
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