JP4513717B2 - Call center system and call center system setting processing method - Google Patents

Description

  The present invention relates to a call center system having a communication control server for performing communication control between an external terminal such as an external telephone and an operator terminal in accordance with control information indicating communication control contents set according to a contract, and a setting processing method for the call center system In particular, the present invention relates to a call center system capable of setting control information from an external terminal and a setting processing method for the call center system.

A call center having a communication control server that performs communication control of external terminals such as external telephones and operator terminals in accordance with control information including communication control data such as the number of operator terminals capable of simultaneous communication and the number of external line ports set according to a contract A system is known (see Patent Document 1 below). In such a call center system, when setting control information, an administrator goes to the place where the call center system is installed, for example, via a management terminal or the like connected in the same LAN (Local Area Network) as the call center system. Generally, control information is set.
JP 2004-535090 A

  However, the above-described call center system has the following problems to be solved. That is, the control information can be set only by a management terminal or the like in the same LAN (Local Area Network) as the call center system. For example, the control information needs to be changed and set due to a contract violation or the like. In this case, it is necessary for the administrator to go to the place where the call center system is installed again, and to change and set the control information via the management terminal, which is a heavy burden on the administrator.

The present invention adopts the following configuration in order to solve the above points.
<Configuration 1>
In the call center system according to the present invention, the communication state of the first communication control data in which the number of operator terminals capable of simultaneous communication with the external telephone terminal and the external port used for communication with the external telephone terminal are valid or invalid. and control information including at least one of the second communication control data crab set in advance and consists of a registered number customer identification information, is stored and change instruction information consisting of pre-registered number database And a telephone communication control server that performs either communication establishment or control information change setting between the external telephone terminal and the operator terminal in response to an instruction from the external telephone terminal. Unit, a storage unit, a notification unit, an incoming call determination unit, and a setting processing unit, wherein the incoming call processing unit is included in the incoming request signal received from the external telephone terminal The telephone number information of the external telephone terminal is stored in the storage unit, and the notification unit transmits input instruction voice information to the external telephone terminal based on the telephone number information stored in the storage unit, The incoming call determination unit is identification information including a number received from the external telephone terminal, and refers to the database based on the identification information corresponding to the input instruction voice information, and the identification information is the customer identification information and It is determined whether or not it matches any of the change instruction information, and when the identification information matches the customer identification information, the incoming request signal indicates an incoming request from a legitimate customer who wants to receive a call center service. And when the identification information matches the change instruction information, it is determined that the incoming request signal indicates an incoming request from an administrator who performs a change setting of control information, and When the different information does not match both the customer identification information and the change instruction information, it is determined that the incoming request signal indicates an illegal incoming request other than the customer and the administrator, and the incoming call processor is Upon receiving a communication establishment signal based on an incoming request from the legitimate customer, an operator terminal with an unestablished communication status is identified, and communication establishment processing between the identified operator terminal and the external telephone terminal is performed, When an incoming call cancellation signal based on an illegal incoming request is received, an incoming call cancellation process is executed. When the incoming request signal indicates an incoming request from the administrator, the setting processing unit responds to the change instruction information. The control information change setting process is executed, and the notifying unit generates process result voice information based on the process result information of the control information change setting process. The processed result voice information is transmitted to an external telephone terminal .
<Configuration 2 >
In the configuration 1 , the control information includes the second communication control data, and when the incoming call determination unit determines that the incoming request is from the authorized manager, in the change setting process, the setting processing unit includes the database , And based on the received change instruction information indicating the activation instruction of the external line port, the communication control data set to invalidate the control information is changed to be valid.
<Configuration 3 >
In the configuration 1 , the control information includes the second communication control data, and when the incoming call determination unit determines that the incoming request is from the authorized manager, in the change setting process, the setting processing unit includes the database , And based on the received change instruction information indicating the invalidation instruction of the external line port, the communication control data set as valid of the control information is invalidated and set.
<Configuration 4 >
In the configuration 1 , the control information includes the first communication control data, and when the incoming call determination unit determines that the incoming call request is from the legitimate administrator , the setting processing unit performs the setting in the change setting process. processing unit, before SL on the basis of the change instruction information indicating the instruction to set the number of operator terminals, to said external telephone terminal, instructs the input setting terminal number data indicating the number of operator terminals to be set, the external telephone When the set terminal number data is received from the terminal, the first communication control data of the control information is changed and set based on the set terminal number data with reference to the database .
<Configuration 5 >
In the configuration 1 , the control information includes the first communication control data, and when the incoming call determination unit determines that the incoming call request is from the legitimate administrator , the setting processing unit performs the setting in the change setting process. processing unit, before SL on the basis of the change instruction information indicating a restriction setting instruction number operator terminal, with respect to the external telephone terminal, instructs the input limit number of terminals data indicating the number of operator terminals should be limited setting, the When the limited terminal number data is received from the external telephone terminal, the database is referred to, and the first communication control data of the control information is changed and set based on the limited terminal number data.
<Configuration 6 >
The call center system setting processing method according to the present invention is a call center system setting processing method comprising a database and a telephone communication control server, wherein the database is set with the number of operator terminals capable of simultaneous communication with an external telephone terminal. Control information including at least one of control data and second communication control data in which the communication state of the external line port used for communication with the external telephone terminal is set to valid or invalid, and a pre-registered number Customer change information consisting of customer identification information and pre-registered numbers, and the telephone communication control server has an incoming call processing unit, a storage unit, a notification unit, an incoming call determination unit, a setting processing unit, and an external Depending on the instruction from the telephone terminal, either the communication establishment between the external telephone terminal and the operator terminal or the control information change setting is performed. The incoming call processing unit stores the telephone number information of the external telephone terminal included in the incoming request signal received from the external telephone terminal in the storage unit, and the notification unit stores the telephone number information stored in the storage unit. The input instruction voice information is transmitted to the external telephone terminal, and the incoming call determination unit is identification information including a number received from the external telephone terminal, and the identification information corresponding to the input instruction voice information is Based on the database, it is determined whether the identification information matches either the customer identification information or the change instruction information. If the identification information matches the customer identification information, the incoming request When it is determined that the signal indicates an incoming request from a legitimate customer who wants to receive call center service, and the identification information matches the change instruction information, the incoming request signal is controlled. When it is determined that it indicates an incoming request from an administrator who performs information change setting, and the identification information does not match either the customer identification information or the change instruction information, the incoming request signal is sent to the customer and the management It is determined that it indicates an unauthorized incoming request other than the user, and when the incoming call processing unit receives a communication establishment signal based on the incoming request from the legitimate customer, it identifies an operator terminal whose communication status has not been established. The communication establishment process between the identified operator terminal and the external telephone terminal is executed, and when an incoming call cancellation signal based on the unauthorized incoming request is received, the incoming call cancellation process is executed. When the signal indicates an incoming request from the administrator, the control information change setting process is executed according to the change instruction information, and the notification unit changes the control information. Processing result voice information is generated based on the processing result information of the further setting process, and the generated processing result voice information is transmitted to the external telephone terminal .
<Configuration 7 >
In Configuration 6, wherein the control information includes the second communication control data, if the incoming request is determined from the valid administrator, in the change setting processing, the setting processing unit, by referring to the database, Based on the received change instruction information indicating an instruction for enabling the external line port, the communication control data set as invalid of the control information is changed to be valid.
<Configuration 8 >
In Configuration 6, wherein the control information includes the second communication control data, if the incoming request is determined from the valid administrator, in the change setting processing, the setting processing unit, by referring to the database, Based on the received change instruction information indicating the invalidation instruction of the external port, the communication control data set as valid of the control information is changed to invalid.
<Configuration 9 >
In Configuration 6, wherein the control information includes the first communication control data, if it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit may set the number of operator terminals Instructing the external telephone terminal to input setting terminal number data indicating the number of operator terminals to be set based on the change instruction information indicating an instruction, and receiving the setting terminal number data from the external telephone terminal, The first communication control data of the control information is changed and set based on the set terminal number data with reference to a database .
<Configuration 10 >
In Configuration 6, wherein the control information includes the first communication control data, if it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit may limit the number of operator terminals Instructing the external telephone terminal to input restricted terminal number data indicating the number of operator terminals to be restricted based on change instruction information indicating a setting instruction, and receiving restricted terminal number data from the external telephone terminal Referring to the database , the first communication control data of the control information is changed and set based on the limited terminal number data.

In the call center system of the present invention, the communication state of the first communication control data in which the number of operator terminals capable of simultaneous communication with the external telephone terminal is set and the external port used for communication with the external telephone terminal is either valid or invalid. and control information including at least one of the second communication control data set in the customer identification information consisting of previously registered number, a database and change instruction information consisting of pre-registered number is stored provided, based on the identification information transmitted from the external telephone terminal determines whether an incoming request from any of the clients and administrators, when determining that incoming requests from the manager, based on the received the change instruction information, since to make changes setting of the control information, the administrator can through the outside line telephone terminal, make changes setting of the control information.

In the call center system setting processing method of the present invention, the communication state of the external communication port used for communication with the first communication control data and the number of operator terminals capable of simultaneous communication with the external telephone terminal is set. Control information including at least one of the second communication control data set to either valid or invalid, customer identification information including a pre-registered number, and change instruction information including a pre-registered number the database stored provided, based on the identification information transmitted from the external telephone terminal determines whether an incoming request from any of the clients and administrators, when determining that incoming requests from the administrator changes it receives based on the instruction information. Thus make changes setting of the control information, the administrator can through the outside line telephone terminal, make changes setting of the control information. Therefore, it is possible to provide a call center system and a call center system setting processing method that are highly convenient and do not require an administrator to visit the place where the call center system is installed when changing control information.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

<Configuration of Example>
FIG. 1 is a block diagram showing a call center system according to the present invention.

  As shown in FIG. 1, the call center system of this embodiment includes a plurality of external terminals 40, a communication control server 10, a management information database 20, and a plurality of operator terminals 30.

  The management information database 20 is a database storing control information, customer identification information, and change instruction information, and is connected to the communication control server 10 via the network 50.

The control information is information including at least one or more pieces of communication control data indicating communication control contents of the communication control server 10. In the present embodiment, this control information is communication control data in which the number of operator terminals capable of simultaneous communication with the external terminal 40 is set (that is, as first communication control data) , and an external line used for communication with the external terminal 40 It is assumed that the communication state of the port is composed of communication control data set to either valid or invalid (that is, as the second communication control data) .

  The customer identification information is a four-digit number registered in advance to identify whether or not the incoming request is from a legitimate customer. In this embodiment, the legitimate customer has the customer information as the identification information in advance. It is assumed that a number that matches the identification information is notified.

  The change instruction information is a three-digit number registered in advance to identify whether the incoming request is from a legitimate administrator. In this embodiment, the change contents of the change setting are specified as will be described later. Accordingly, it is assumed that four change instruction information respectively indicating “111”, “222”, “333”, and “444” are stored in the management information database 20 as identification information. Further, it is assumed that a valid manager is notified in advance as identification information of a number that matches the change instruction information.

  The external terminal 40 is an external telephone operated by a customer who wants to receive a call center service or an administrator who wants to change and set control information, and is connected to the communication control server 10 via a public network. In the present embodiment, the external terminal 40 holds its own telephone number information in a memory (not shown).

  The operator terminal 30 is a plurality of terminals that are operated by an operator to perform a call center service, and is connected to the communication control server 10 via the network 50.

  The communication control server 10 is a server that performs either communication establishment between the external terminal 40 and the operator terminal 30 or change setting of control information in response to an instruction from the external terminal 40. The control unit 11 and the incoming call processing unit 12 , An incoming call determination unit 13, a setting processing unit 14, and a notification unit 15.

  Hereinafter, the mutual relationship between the external terminal 40, the communication control server 10, the management information database 20, and the operator terminal 30 will be described. In the present embodiment, it is assumed that the user of the call center system is notified of predetermined telephone number information of the call center system in advance.

  When a user of the call center system inputs predetermined telephone number information of the call center system to the external terminal 40 via an input unit (not shown) of the external terminal 40, the external terminal 40 adds the input telephone number information to the input telephone number information. Based on the call, the call request signal with its own telephone number information is transmitted to the communication control server 10 through the public line.

  The control unit 11 of the communication control server 10 is a unit that controls the communication control server 10 as a so-called CPU. When receiving an incoming request signal from the external terminal 40, the control unit 11 transfers the incoming request signal to the incoming processing unit 12.

  The incoming call processing unit 12 is a unit that processes an incoming call request from the external terminal 40. When receiving an incoming call request signal, the incoming call processing unit 12 first stores the telephone number information of the external terminal 40 given to the incoming call request signal in a memory (not shown). At the same time, in order to identify whether or not the incoming request is from a legitimate user, input instruction information for instructing the user to input identification information notified in advance is transferred to the notification unit 15.

  The notification unit 15 is a unit that notifies the external terminal 40 of input instruction voice information and the like, and when receiving the input instruction information, instructs the user to input identification information by voice based on the input instruction information. The input instruction voice information is generated and the generated input instruction voice information is transmitted to the external terminal 40 based on the telephone number information in a memory (not shown).

  When receiving the input instruction voice information, the external terminal 40 instructs the user to input the identification information via an output unit such as a speaker (not shown) based on the input instruction voice information. When the identification information is input via an input unit (not shown) according to the instruction, the external terminal 40 transmits the identification information to the communication control server 10.

  When receiving the identification information, the control unit 11 of the communication control server 10 transfers the identification information to the incoming call determination unit 13.

  The incoming call determination unit 13 is a unit that determines whether or not the incoming call request is from a legitimate user. When receiving the identification information, the incoming call determination unit 13 refers to the management information database 20 based on the identification information. If the matching customer identification information is stored and the identification information is a 4-digit number, it is determined that the incoming request is from a legitimate customer who wants to receive the call center service, and change instruction information matching the identification information is stored, If the identification information is a three-digit number, it is determined that the incoming request is from the administrator who performs the change setting of the control information, and neither customer identification information nor change instruction information matching the identification information is stored. Then, it is determined that the request is an unauthorized incoming call other than the above-described customer or administrator.

  When the incoming call determination unit 13 determines that the incoming call request is invalid, the control unit 11 outputs an incoming call stop signal to the incoming call processing unit 12 in order to stop the incoming call processing. When receiving an incoming call cancellation signal, the incoming call processing unit 12 executes incoming call cancellation processing.

  Note that input number information (= initial value “0”) indicating the number of times of input of identification information and input limit number of times information indicating a limit number of times of input of identification information are held in a memory (not shown), and the control unit 11 receives an incoming call. Each time the determination unit 13 determines that the request is an unauthorized incoming call, the input number information is updated by adding “1”, and the updated input number information is compared with the input limit number information in the memory. Is smaller than the input limit number, the input instruction voice information is transmitted to the external terminal 40 based on the telephone number information in the memory in the same manner as described above so that the user can input the identification information again. If the number of times is greater than the limit number, an incoming call cancellation signal may be output to the incoming call processing unit 12.

  When the incoming call determination unit 13 determines that the incoming request is from a legitimate customer, the control unit 11 detects that communication between the external terminal 40 and the operator terminal 30 should be established, and instructs communication establishment between the both terminals 30 and 40. A communication establishment signal is output to the incoming call processor 12.

  When receiving the communication establishment signal, the incoming call processing unit 12 specifies the operator terminal 30 whose communication status is not established, and establishes communication between the specified operator terminal 30 and the external terminal 40. Thereafter, the customer can receive a call center service by an operator via the external terminal 40.

  When the incoming call determination unit 13 determines that the incoming request is from a valid administrator, the control unit 11 transfers the change instruction information received as the identification information to the setting processing unit 14 in order to issue a control information change setting instruction.

  The setting processing unit 14 is a unit that performs control information change setting according to the transferred change instruction information, and associates change type information of change settings to be executed for each change instruction information in a memory (not shown). Holds the specified change type identification table. In this embodiment, the change type information “setting of the number of simultaneously communicable terminals” for the change instruction information “111”, the change type information “restriction of the number of simultaneously communicable terminals” for the change instruction information “222”, the change The change type information “external line port invalidation (excluding one external port)” is associated with the instruction information “333”, and the change type information “external line port activation” is associated with the change instruction information “444”. I will do it.

  Upon receiving any of the change instruction information, the setting processing unit 14 refers to the change content identification table in the memory based on the change instruction information, and detects the type of change setting to be executed from the corresponding change type information. In addition, the control information change setting process is started according to the detected change type.

  That is, when the change instruction information “444” is received, the setting processing unit 14 refers to the change content specification table of the memory based on the change instruction information “444”, and the change type information “external port validation” corresponds. Therefore, it is detected that the external port should be enabled, the control information in the management information database 20 is referred to, the communication control data for each external port set as invalid control information is changed to valid, When the activation of the communication control data is completed, result information indicating that the activation is successful is generated, and the generated result information is transferred to the notification unit 15, for example, depending on the communication status at the time of change setting, etc. If the activation of all the communication control data cannot be completed, the result information indicating that the activation has failed is generated, and the generated result information is transferred to the notification unit 15.

  Upon receiving the result information indicating either success or failure of the activation, the notification unit 15 generates result sound information based on the result information so as to output the change setting result to the external terminal 40 by sound. The generated voice information is transmitted to the external terminal 40.

  When the external terminal 40 receives the result sound information, the result of either the success or the failure of the activation is made into sound to the administrator via an output unit such as a speaker (not shown) based on the result sound information. To notify. Thereby, the administrator can grasp | ascertain reliably the execution result of the change setting of control information.

  Subsequently, when the external terminal 40 completes the voice notification of the change setting execution result for the administrator, the external terminal 40 transmits a voice notification completion signal indicating the completion of the voice notification to the communication control server 10.

  When receiving the voice notification completion signal, the control unit 11 of the communication control server 10 transfers the voice notification completion signal to the setting processing unit 14.

  Upon receiving the voice notification completion signal, the setting processing unit 14 continues to transfer the input instruction information for allowing the administrator to input continuation instruction information indicating whether or not to continue the control information change setting, to the notification unit 15. .

  Upon receiving the input instruction information, the notification unit 15 generates input instruction voice information for instructing the administrator to input the continuation instruction information based on the input instruction information, and stores the input instruction voice information in the memory telephone number information. Based on this, the generated input instruction voice information is transmitted to the external terminal 40.

  When the external terminal 40 receives the input instruction voice information, the external terminal 40 indicates to the administrator either “continuation required” or “continuation unnecessary” via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator instructs the input of the instruction information by voice and the administrator inputs any one of the continuation instruction information via an input unit (not shown) according to the instruction, the external terminal 40 transmits the continuation instruction information to the communication control server. 10 to send.

  When receiving the continuation instruction information, the control unit 11 of the communication control server 10 transfers the continuation instruction information to the setting processing unit 14.

  When the setting processing unit 14 receives the continuation instruction information “requires continuation”, the setting processing unit 14 continues to instruct the administrator to input identification information via the external terminal 40 as described above. Continue changing the settings. On the other hand, upon receiving the continuation instruction information “No continuation required”, the setting processing unit 14 detects that the change setting should be ended, and transfers a change setting end signal instructing the end of the change setting to the incoming call processing unit 12. Upon receiving the change setting end signal, the incoming call processing unit 12 executes an incoming call end process. Thereafter, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 according to the setting of each communication control data of the control information.

  Also, upon receiving the change instruction information “333”, the setting processing unit 14 refers to the change content specification table of the memory based on the change instruction information “333” and changes the change type information “external port invalidation (one external port) “)”), It is detected that all the external ports other than the external port currently used by itself should be invalidated, and the control information in the management information database 20 is referred to to validate the control information. The communication control data for each of the external ports set to be changed to invalid, and when the invalidation of the communication control data is completed, result information indicating that the invalidation is successful is generated, and the generated result information is For example, if the invalidation of all communication control data cannot be completed normally due to the communication status at the time of change setting, for example, it indicates that the invalidation has failed. It generates result information, and transfers the result information the generated notification unit 15. Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

  Upon receiving the change instruction information “111”, the setting processing unit 14 refers to the change content identification table of the memory based on the change instruction information “111”, and changes the type information “setting of the number of terminals capable of simultaneous communication”. Therefore, it is detected that the number of operator terminals capable of simultaneous communication should be changed and set, and first, input instruction information for instructing the administrator to input set terminal number data indicating the number of operator terminals to be set Is transferred to the notification unit 15.

  Upon receiving the input instruction information, the notification unit 15 generates input instruction voice information for instructing the administrator to input the set terminal number data based on the input instruction information, and also stores the telephone number information in the memory. The generated input instruction voice information is transmitted to the external terminal 40.

  Upon receiving the input instruction voice information, the external terminal 40 instructs the administrator to input the set terminal number data by voice via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator inputs the set terminal number data via an input unit (not shown) according to the instruction, the external terminal 40 transmits the set terminal number data to the communication control server 10.

  When receiving the set terminal number data, the control unit 11 of the communication control server 10 transfers the set terminal number data to the setting processing unit 14.

  Upon receiving the set terminal number data, the setting processing unit 14 refers to the management information database 20 and executes the change setting of the communication control data of the control information based on the set terminal number data.

  That is, for example, when the communication control data “10” is set as the number of operator terminals capable of simultaneous communication, upon receiving the set terminal number data “50”, the setting processing unit 14 refers to the management information database 20. Based on the set terminal number data “50”, the communication control data “10” of the control information is changed to “50”, and when the change setting of the communication control data is completed, the change of the communication control data is successful. Is generated, the generated result information is transferred to the notification unit 15, and when the change setting of the communication control data fails, the result information indicating that the change setting has failed is generated, and the generated result The information is transferred to the notification unit 15. Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

  Also, upon receiving the change instruction information “222”, the setting processing unit 14 refers to the change content identification table in the memory based on the change instruction information “222”, and changes the type information “restriction on the number of terminals capable of simultaneous communication”. Therefore, it is detected that the number of operator terminals that can be simultaneously communicated should be limited, and first, an input instruction for instructing the administrator to input the limited terminal number data indicating the number of operator terminals that should be limited The information is transferred to the notification unit 15.

  Upon receiving the input instruction information, the notification unit 15 generates the input instruction voice information for instructing the administrator to input the limited terminal number data based on the input instruction information, and the telephone number information in the memory. The generated input instruction voice information is transmitted to the external terminal 40.

  Upon receiving the input instruction voice information, the external terminal 40 instructs the administrator to input the limited terminal number data via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator inputs the limited terminal number data via an input unit (not shown) according to the instruction, the external terminal 40 transmits the limited terminal number data to the communication control server 10.

  When receiving the limited terminal number data, the control unit 11 of the communication control server 10 transfers the limited terminal number data to the setting processing unit 14.

  When receiving the restricted terminal number data, the setting processing unit 14 refers to the management information database 20 and executes the change setting of the communication control data of the control information based on the restricted terminal number data.

  That is, for example, when the communication control data “50” is set, upon receiving the restricted terminal number data “10”, the setting processing unit 14 refers to the management information database 20 and sets the restricted terminal number data “10”. Based on this, the communication control data “50” of the control information is changed and set to “10”, and when the change setting of the communication control data is completed, the result information indicating that the change of the communication control data is successful is generated, The generated result information is transferred to the notification unit 15, and when the change setting of the communication control data fails, the result information indicating that the change setting has failed is generated, and the generated result information is transferred to the notification unit 15. . Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

<Operation of Example>
The operation of the call center system according to this embodiment will be described below.

  FIG. 2 is an operation flowchart of the call center system according to this embodiment. In the present embodiment, it is assumed that the user of the call center system is notified of predetermined telephone number information of the call center system in advance.

  When a user of the call center system inputs predetermined telephone number information of the call center system to the external terminal 40 via an input unit (not shown) of the external terminal 40, the external terminal 40 adds the input telephone number information to the input telephone number information. Based on the call, the call request signal with its own telephone number information is transmitted to the communication control server 10 via the public line (S1).

  When receiving the incoming request signal from the external terminal 40, the control unit 11 of the communication control server 10 transfers the incoming request signal to the incoming processing unit 12.

  When receiving the incoming request signal, the incoming processing unit 12 first holds the telephone number information of the external terminal 40 given to the incoming request signal in a memory (not shown), and whether the incoming request is from a legitimate user. In order to identify whether or not, input instruction information for instructing the user to input identification information notified in advance is transferred to the notification unit 15.

  Upon receiving the input instruction information, the notification unit 15 generates input instruction voice information for instructing the user to input identification information based on the input instruction information, and the generated input instruction voice information Is transmitted to the external terminal 40 based on the telephone number information in a memory (not shown) (S2).

  Upon receiving the input instruction voice information, the external terminal 40 instructs the user to input identification information by voice via an output unit such as a speaker (not shown) based on the input instruction voice information (S3). When a person inputs identification information through an input unit (not shown) according to the instruction, the external terminal 40 transmits the identification information to the communication control server 10 (S4).

  When receiving the identification information, the control unit 11 of the communication control server 10 transfers the identification information to the incoming call determination unit 13.

  Upon receiving the identification information, the incoming call determination unit 13 refers to the management information database 20 based on the identification information, stores customer identification information that matches the identification information, and that the identification information is a four-digit number. Management that determines that the request is an incoming request from a legitimate customer who wants to receive a call center service, stores change instruction information that matches the identification information, and sets the control information when the identification information is a three-digit number If the customer identification information and the change instruction information that match the identification information are not stored, it is determined that the request is an unauthorized incoming request other than the customer and the manager (S5).

  When the incoming call determination unit 13 determines that the incoming call request is invalid, the control unit 11 outputs an incoming call stop signal to the incoming call processing unit 12 in order to stop the incoming call processing (S6). When receiving the incoming call cancellation signal, the incoming call processing unit 12 executes incoming call cancellation processing (S7).

  Note that input number information (= initial value “0”) indicating the number of times of input of identification information and input limit number of times information indicating a limit number of times of input of identification information are held in a memory (not shown), and the control unit 11 receives an incoming call. Each time the determination unit 13 determines that the request is an unauthorized incoming call, the input number information is updated by adding “1”, and the updated input number information is compared with the input limit number information in the memory. Is smaller than the input limit number, the input instruction voice information is transmitted to the external terminal 40 based on the telephone number information in the memory in the same manner as described above so that the user can input the identification information again. If the number of times is greater than the limit number, an incoming call cancellation signal may be output to the incoming call processing unit 12.

  When the incoming call determination unit 13 determines that the incoming request is from a legitimate customer, the control unit 11 detects that communication between the external terminal 40 and the operator terminal 30 should be established, and instructs communication establishment between the both terminals 30 and 40. A communication establishment signal is output to the incoming call processing unit 12 (S8).

  Upon receiving the communication establishment signal, the incoming call processing unit 12 specifies the operator terminal 30 whose communication status is not established, and establishes communication between the specified operator terminal 30 and the external terminal 40 (S9). Thereafter, the customer can receive a call center service by an operator via the external terminal 40.

  When the incoming call determination unit 13 determines that the incoming request is from a legitimate administrator, the control unit 11 transfers the change instruction information received as identification information to the setting processing unit 14 in order to issue a control information change setting instruction (S10). ).

  Upon receiving any of the change instruction information described above, the setting processing unit 14 refers to the change content identification table in the memory based on the change instruction information, and determines the type of change setting to be executed from the corresponding change type information. While detecting (S11), according to the detected change classification, the control information change setting process is started (S12).

  That is, when the change instruction information “444” is received, the setting processing unit 14 refers to the change content specification table of the memory based on the change instruction information “444”, and the change type information “external port validation” corresponds. Therefore, it is detected that the external port should be enabled, the control information in the management information database 20 is referred to, the communication control data for each external port set as invalid control information is changed to valid, When the validation of the communication control data is completed (S13), result information indicating that the validation is successful is generated (S14), and the generated result information is transferred to the notification unit 15, for example, at the time of change setting If validation of all communication control data cannot be completed normally due to the communication status or the like (S13), result information indicating that the validation has failed is generated (S15). The result information transmitted to the notification section 15.

  Upon receiving the result information indicating either success or failure of the activation, the notification unit 15 generates result sound information based on the result information so as to output the change setting result to the external terminal 40 by sound. The generated voice information is transmitted to the external terminal 40 (S16).

  When the external terminal 40 receives the result sound information, the result of either the success or the failure of the activation is made into sound to the administrator via an output unit such as a speaker (not shown) based on the result sound information. (S17). Thereby, the administrator can grasp | ascertain reliably the execution result of the change setting of control information.

  Subsequently, when the external terminal 40 completes the voice notification of the change setting execution result for the administrator, the external terminal 40 transmits a voice notification completion signal indicating the completion of the voice notification to the communication control server 10 (S18).

  When receiving the voice notification completion signal, the control unit 11 of the communication control server 10 transfers the voice notification completion signal to the setting processing unit 14.

  Upon receiving the voice notification completion signal, the setting processing unit 14 continues to transfer the input instruction information for allowing the administrator to input continuation instruction information indicating whether or not to continue the control information change setting, to the notification unit 15. .

  Upon receiving the input instruction information, the notification unit 15 generates input instruction voice information for instructing the administrator to input the continuation instruction information based on the input instruction information, and stores the input instruction voice information in the memory telephone number information. Based on this, the generated input instruction voice information is transmitted to the external terminal 40 (S19).

  When the external terminal 40 receives the input instruction voice information, the external terminal 40 indicates to the administrator either “continuation required” or “continuation unnecessary” via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator inputs the instruction information by voice (S20) and the administrator inputs any of the continuation instruction information via an input unit (not shown) according to the instruction, the external terminal 40 displays the continuation instruction information. It transmits to the communication control server 10 (S21).

  When receiving the continuation instruction information, the control unit 11 of the communication control server 10 transfers the continuation instruction information to the setting processing unit 14.

  Upon receiving the continuation instruction information “requires continuation” (S22), the setting processing unit 14 continues to instruct the administrator to input identification information via the external terminal 40 as described above. Then, the control information change setting is continued. On the other hand, when receiving the continuation instruction information “No continuation required” (S22), the setting processing unit 14 detects that the change setting should be ended, and sends a change setting end signal instructing the end of the change setting to the incoming call processing unit 12. Transferring (S23), receiving the change setting end signal, the incoming call processing unit 12 executes the incoming call end processing (S24). Thereafter, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 according to the setting of each communication control data of the control information.

  Also, upon receiving the change instruction information “333”, the setting processing unit 14 refers to the change content specification table of the memory based on the change instruction information “333” and changes the change type information “external port invalidation (one external port) “)”), It is detected that all the external ports other than the external port currently used by itself should be invalidated, and the control information in the management information database 20 is referred to to validate the control information. The communication control data for each of the external ports set to be changed to invalid, and when the invalidation of the communication control data is completed, result information indicating that the invalidation is successful is generated, and the generated result information is For example, if the invalidation of all communication control data cannot be completed normally due to the communication status at the time of change setting, for example, it indicates that the invalidation has failed. It generates result information, and transfers the result information the generated notification unit 15. Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

  Upon receiving the change instruction information “111”, the setting processing unit 14 refers to the change content identification table of the memory based on the change instruction information “111”, and changes the type information “setting of the number of terminals capable of simultaneous communication”. Therefore, it is detected that the number of operator terminals capable of simultaneous communication should be changed and set, and first, input instruction information for instructing the administrator to input set terminal number data indicating the number of operator terminals to be set Is transferred to the notification unit 15.

  Upon receiving the input instruction information, the notification unit 15 generates input instruction voice information for instructing the administrator to input the set terminal number data based on the input instruction information, and also stores the telephone number information in the memory. The generated input instruction voice information is transmitted to the external terminal 40.

  Upon receiving the input instruction voice information, the external terminal 40 instructs the administrator to input the set terminal number data by voice via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator inputs the set terminal number data via an input unit (not shown) according to the instruction, the external terminal 40 transmits the set terminal number data to the communication control server 10.

  When receiving the set terminal number data, the control unit 11 of the communication control server 10 transfers the set terminal number data to the setting processing unit 14.

  Upon receiving the set terminal number data, the setting processing unit 14 refers to the management information database 20 and executes the change setting of the communication control data of the control information based on the set terminal number data.

  That is, for example, when the communication control data “10” is set as the number of operator terminals capable of simultaneous communication, upon receiving the set terminal number data “50”, the setting processing unit 14 refers to the management information database 20. Based on the set terminal number data “50”, the communication control data “10” of the control information is changed to “50”, and when the change setting of the communication control data is completed, the change of the communication control data is successful. Is generated, the generated result information is transferred to the notification unit 15, and when the change setting of the communication control data fails, the result information indicating that the change setting has failed is generated, and the generated result The information is transferred to the notification unit 15. Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

  Also, upon receiving the change instruction information “222”, the setting processing unit 14 refers to the change content identification table in the memory based on the change instruction information “222”, and changes the type information “restriction on the number of terminals capable of simultaneous communication”. Therefore, it is detected that the number of operator terminals that can be simultaneously communicated should be limited, and first, an input instruction for instructing the administrator to input the limited terminal number data indicating the number of operator terminals that should be limited The information is transferred to the notification unit 15.

  Upon receiving the input instruction information, the notification unit 15 generates the input instruction voice information for instructing the administrator to input the limited terminal number data based on the input instruction information, and the telephone number information in the memory. The generated input instruction voice information is transmitted to the external terminal 40.

  Upon receiving the input instruction voice information, the external terminal 40 instructs the administrator to input the limited terminal number data via an output unit such as a speaker (not shown) based on the input instruction voice information. When the administrator inputs the limited terminal number data via an input unit (not shown) according to the instruction, the external terminal 40 transmits the limited terminal number data to the communication control server 10.

  When receiving the limited terminal number data, the control unit 11 of the communication control server 10 transfers the limited terminal number data to the setting processing unit 14.

  When receiving the restricted terminal number data, the setting processing unit 14 refers to the management information database 20 and executes the change setting of the communication control data of the control information based on the restricted terminal number data.

  That is, for example, when the communication control data “50” is set, upon receiving the restricted terminal number data “10”, the setting processing unit 14 refers to the management information database 20 and sets the restricted terminal number data “10”. Based on this, the communication control data “50” of the control information is changed and set to “10”, and when the change setting of the communication control data is completed, the result information indicating that the change of the communication control data is successful is generated, The generated result information is transferred to the notification unit 15, and when the change setting of the communication control data fails, the result information indicating that the change setting has failed is generated, and the generated result information is transferred to the notification unit 15. . Thereafter, in the same manner as described above, the change setting execution result is notified to the administrator by voice, and either the change setting continuation process or the incoming call termination process is executed in accordance with the administrator's instruction. When the incoming call termination process is completed, the communication control server 10 can control communication between the external terminal 40 and the operator terminal 30 in accordance with the setting of each communication control data of the control information.

<Effect of Example>
In the call center system according to the present embodiment, a management information database 20 storing control information including at least one communication control data indicating the communication control content of the communication control server 10 is provided, and the identification information transmitted from the external terminal 40 is included in the identification information. On the basis of whether the request is an incoming request from a customer or an administrator, and if the incoming request is received from an administrator, the management information database 20 is referred to, and the control information corresponds based on the received change instruction information. Since the change setting of the communication control data is performed, the administrator can perform the change setting of the control information via the external terminal 40 such as an external line telephone. Therefore, it is possible to provide a convenient call center system that does not require an administrator to visit the place where the call center system is installed when changing control information. Further, since the result voice information is generated based on the result information indicating the execution result of the change setting and the generated result voice information is transmitted to the external terminal 40, the administrator can use the external terminal 40. Thus, the execution result of the control information change setting can be surely grasped by the voice based on the result voice information.

  In the above-described embodiment, an explanation has been given by applying an external telephone as the external terminal 40. However, the present invention is not limited to this, and change instruction information for changing and setting control information can be input, and the input change has been made. A terminal such as a PDA (= Personal Digital Assistance) having a configuration capable of transmitting the instruction information to the communication control server 10 may be applied.

  In the above-described embodiment, when the identification information is input, the change instruction information for instructing the change setting of the control information is input as the identification information. However, the present invention is not limited to this. At the time of input, information that can identify the administrator is input, and if it is determined that the incoming request is from a valid administrator, the administrator is instructed to input change instruction information via the external terminal 40. You may comprise the structure to do.

  In the above-described embodiment, the customer and the administrator are identified based on the number of digits of the number indicated by the identification information. However, the present invention is not limited to this, and the customer and the administrator are identified. Any configuration is possible as long as it can be configured.

Block diagram showing a call center system of the present invention Operation flow chart of call center system of this embodiment

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Communication control server 11 Control part 12 Incoming call process part 13 Incoming call determination part 14 Setting process part 15 Notification part 20 Management information database 30 Operator terminal 40 External terminal 50 Network

Claims (10)

First communication control data in which the number of operator terminals capable of simultaneous communication with an external telephone terminal is set, and second communication in which the communication state of the external line port used for communication with the external telephone terminal is set to either valid or invalid and control information including at least one of control data, and customer identification information consisting of pre-registered numbers, a database and change instruction information consisting of pre-registered number is stored,
In response to an instruction from the external telephone terminal, a telephone communication control server that performs either communication establishment between the external telephone terminal and the operator terminal and control information change setting is provided.
The telephone communication control server has an incoming call processing unit, a storage unit, a notification unit, an incoming call determination unit, a setting processing unit,
The incoming call processing unit stores the telephone number information of the external telephone terminal included in the incoming request signal received from the external telephone terminal in the storage unit;
The notification unit transmits input instruction voice information to the external telephone terminal based on the telephone number information stored in the storage unit,
The incoming call determination unit is identification information including a number received from the external telephone terminal, and the identification information is referred to the customer identification information by referring to the database based on identification information corresponding to the input instruction voice information. And whether it matches any of the change instruction information,
When the identification information matches the customer identification information, it is determined that the incoming request signal indicates an incoming request from a legitimate customer who wants to receive a call center service;
When the identification information matches the change instruction information, it is determined that the incoming request signal indicates an incoming request from an administrator who performs a change setting of control information,
If the identification information does not match the customer identification information and the change instruction information, it is determined that the incoming request signal indicates an unauthorized incoming request other than the customer and the administrator,
The incoming call processing unit
Upon receiving a communication establishment signal based on an incoming request from the legitimate customer, an operator terminal whose communication status is not established is identified, and a communication establishment process between the identified operator terminal and the external telephone terminal is executed,
When receiving an incoming call cancellation signal based on the unauthorized incoming request, an incoming call cancellation process is executed,
When the incoming request signal indicates an incoming request from the administrator, the setting processing unit executes the control information change setting process according to the change instruction information,
The notification unit generates processing result voice information based on the processing result information of the control information change setting process, and transmits the generated processing result voice information to an external telephone terminal. system. The control information includes the second communication control data,
When the incoming call determination unit determines that the incoming request is from the authorized manager, in the change setting process, the setting processing unit refers to the database and changes instruction information indicating an instruction to validate the received external port call center system according to claim 1 which is characterized in that effectively change settings or disable setting communication control data of the control information based on. The control information includes the second communication control data,
When the incoming call determination unit determines that the incoming request is from the legitimate administrator, in the change setting process, the setting processing unit refers to the database and changes instruction information indicating the received invalidation instruction for the external port call center system according to claim 1 which, and setting disable changing the effective as set communication control data of the control information based on. The control information includes the first communication control data,
If the incoming call determination unit determines that the incoming request from a legitimate business said, in the change setting processing, the setting processing unit, based on the previous SL change instruction information indicating the instruction to set the number of operator terminals, said external telephone Instructing the terminal to input the set terminal number data indicating the number of operator terminals to be set, and receiving the set terminal number data from the external telephone terminal, refers to the database and based on the set terminal number data , call center system according to claim 1, characterized in that changing the setting first communication control data of the control information. The control information includes the first communication control data,
If the incoming call determination unit determines that the incoming request from a legitimate business said, in the change setting processing, the setting processing unit, based on the previous SL change instruction information indicating the restriction setting instruction number operator terminal, the external to telephone terminal, it instructs the input limit number of terminals data indicating the number of operator terminals should be limited set, upon receiving the limit number of terminals data from the external telephone terminal, by referring to the database, to the limit number of terminals data based on, call center system according to claim 1, characterized in that changing the setting first communication control data of the control information. In the setting processing method of a call center system comprising a database and a telephone communication control server ,
In the database, the first communication control data in which the number of operator terminals capable of simultaneous communication with an external telephone terminal is set, and the communication state of an external port used for communication with the external telephone terminal is set to either valid or invalid. Storing control information including at least one of the second communication control data, customer identification information including a pre-registered number, and change instruction information including a pre-registered number;
The telephone communication control server has an incoming call processing unit, a storage unit, a notification unit, an incoming call determination unit, and a setting processing unit, and establishes and controls communication between the external telephone terminal and the operator terminal in response to an instruction from the external telephone terminal. Make one of the information change settings,
The incoming call processing unit stores the telephone number information of the external telephone terminal included in the incoming request signal received from the external telephone terminal in the storage unit;
The notification unit transmits input instruction voice information to the external telephone terminal based on the telephone number information stored in the storage unit,
The incoming call determination unit is identification information including a number received from the external telephone terminal, and the identification information is referred to the customer identification information by referring to the database based on identification information corresponding to the input instruction voice information. And whether it matches any of the change instruction information,
When the identification information matches the customer identification information, it is determined that the incoming request signal indicates an incoming request from a legitimate customer who wants to receive a call center service;
When the identification information matches the change instruction information, it is determined that the incoming request signal indicates an incoming request from an administrator who performs a change setting of control information,
If the identification information does not match the customer identification information and the change instruction information, it is determined that the incoming request signal indicates an unauthorized incoming request other than the customer and the administrator,
The incoming call processing unit
Upon receiving a communication establishment signal based on an incoming request from the legitimate customer, an operator terminal whose communication status is not established is identified, and a communication establishment process between the identified operator terminal and the external telephone terminal is executed,
When receiving an incoming call cancellation signal based on the unauthorized incoming request, an incoming call cancellation process is executed,
When the incoming request signal indicates an incoming request from the administrator, the setting processing unit executes the control information change setting process according to the change instruction information,
The notification unit generates processing result voice information based on the processing result information of the control information change setting process, and transmits the generated processing result voice information to an external telephone terminal. System setting processing method. The control information includes the second communication control data,
If it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit may refer to, based on the change instruction information indicating an activation instruction of the external port that has received the database, 7. The call center system setting processing method according to claim 6 , wherein the communication control data set as invalid of the control information is changed to be valid. The control information includes the second communication control data,
If it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit may refer to, based on the change instruction information indicating deactivation instruction of the external port that has received the database, 7. The call center system setting processing method according to claim 6 , wherein the communication control data set as valid of the control information is changed to invalid. The control information includes the first communication control data,
If it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit, based on the change instruction information indicating a setting instruction of the number of operators terminal, to the external telephone terminal, set Instructing the input of the set terminal number data indicating the number of operator terminals to be received, and receiving the set terminal number data from the external telephone terminal, refer to the database , and based on the set terminal number data, 7. The call center system setting processing method according to claim 6 , wherein the first communication control data is changed and set. The control information includes the first communication control data,
If it is determined that the incoming request from the authorized administrator, in the change setting processing, the setting processing unit, based on the change instruction information indicating restriction setting instruction of the number of operators terminal, to the external telephone terminal, Instructing input of restricted terminal number data indicating the number of operator terminals to be restricted and receiving the restricted terminal number data from the external telephone terminal, refers to the database, and controls the control based on the restricted terminal number data. 7. The call center system setting processing method according to claim 6 , wherein the first communication control data of information is changed and set.

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