JP4628691B2 - E-mail processing program, method and apparatus thereof - Google Patents

Description

  The present invention relates to a program for supporting a reply process for a received electronic mail, its computer, and its method.

In recent years, due to advances in network technology, opportunities for customers to make inquiries by e-mail to service centers that provide various services have increased.
In the service center, the reply process for the e-mail from the customer is assigned to an appropriate person in charge based on the contents and reply history.
Conventionally, for example, a service center manages a history of transmission / reception of electronic mail for each customer, and assigns a person in charge based on the history.

  However, in some cases, a plurality of inquiries from the same customer with different contents may be made by e-mail, and in that case, it may not always be appropriate to assign the same person in charge as before.

  The present invention has been made in view of the above-described problems of the prior art, and a program for processing an e-mail, a computer, and a method thereof that can assign a reply process to an inquiry from a customer to an e-mail The purpose is to provide.

In order to achieve the above-described object, the program of the first invention transmits and receives an e-mail to and from a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply mail of the e-mail. A program executed by the computer, the first procedure assigning unique identification data to the e-mail received from the communication destination, and the computer includes other information in the subject data of the e-mail received from the communication destination Correspondence table in which identification data assigned to an e-mail is associated with identification data of an e-mail received by the computer and person-in-charge data indicating a person who made a reply to the received e-mail Referring to the data, the identification data of the resultant reply mail based on said another electronic mail or the other e-mail To identify the corresponding representative data, allow to perform the reply e-mail received from the communication destination to the person indicated by the personnel data the specified and identification data and the specific allocated in the first step The second procedure for updating the correspondence table data in correspondence with the person-in-charge data, and the person in charge indicated by the person-in-charge data specified in the second procedure reply to the email received from the communication destination. A third procedure for automatically assigning the subject data of the e-mail received from the communication destination in the subject data of the returned e-mail, and a plurality of e-mails received from the communication destination among representative data identification data in reply are not even the correspondence table data to the identification data of the electronic mail out of the mail is associated, Personnel data except personnel data indicating the person assigned to carry out a reply in the serial second procedure, the number of e-mail that person indicated by the representative data is to be performed Reply A fourth procedure for sorting in ascending order and a reply to the e-mail when a reply is not received after a predetermined time has elapsed since the person in charge of replying the received mail was assigned in the second procedure. the in the fourth step is the sort, with reference to the representative data other than personnel data indicating the person assigned to carry out reply performs reply to personnel the number is minimum In the fifth procedure and the fourth procedure, when there are a plurality of persons in charge with the smallest number of cases, the person with the earliest date and time to which the reply e-mail is assigned A sixth procedure for re-assigning a reply, and the communication destination when the identification data assigned to the other e-mail is not included in the subject data of the e-mail received from the communication destination A predetermined keyword is detected from the body data of the e-mail received from the subject data or the subject data, and the e-mail received from the communication destination is returned to the person in charge associated with the detected keyword in advance. Identification data assigned to the e-mail received from the communication destination in the subject data of the e-mail sent back by the person in charge who is assigned to perform the reply in the seventh procedure And an instruction of the person in charge assigned to reply the e-mail in the second procedure or the seventh procedure In response, the identification data given by the person in charge in the subject data of the e-mail to be returned, and the inquiry identification data for identifying the location of the identification data and the inquiry mail A ninth procedure for sending an inquiry e-mail given in the data to a third party, and if the identification data and the inquiry identification data are included in the subject data of the received e-mail And causing the computer to execute a tenth procedure for associating the received electronic mail with the call data of the electronic mail received from the communication destination as an answer mail to the inquiry related to the identification data .

A computer according to a second aspect of the invention is a computer for sending / receiving e-mail to / from a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply mail of the e-mail. A first means for assigning unique identification data to an e-mail received from the e-mail, and identification data assigned to another e-mail by the computer is included in the subject data of the e-mail received from the communication destination In addition, referring to the correspondence table data in which the identification data of the email received in the computer and the person-in-charge data indicating the person in charge who has replied to the received email are referred to, the other email or the identify the personnel data corresponding to the identification data of the obtained reply mail based on other email, and the specific charge of Assignment to make a reply e-mail received from the communication destination to the person indicated by the data, updating the correspondence table data in correspondence with the personnel data identification data and the specific allocated in the first means And when the person in charge indicated by the person-in-charge data specified by the second means replies to the e-mail received from the communication destination, in the subject data of the e-mail to be returned A third means for automatically assigning the subject data of the e-mail received from the communication destination, and identification data of the e-mail not returned from the plurality of e-mails received from the communication destination wherein among the personnel data identification data is associated in the mapping table data, assigned to perform the reply in the second means Personnel data except personnel data indicating the person has, and fourth means for personnel indicated by the representative data are sorted in the order number of e-mail is small that is to perform the reply, the second If even after the assigned personnel to perform the reply of the received mail in the means by a predetermined time elapses is not returned, the reply of the electronic mail, which is the sorting in the fourth means, return A fourth means for re-assigning a reply to the person in charge having the smallest number with reference to person- in- charge data other than the person in charge indicating the person in charge assigned to perform communication; and Means for reassigning the reply to the person with the earliest date and time to which the e-mail to be replied is assigned when there are a plurality of persons in charge with the smallest number of cases, and the communication If the subject data of the email received from the destination does not include the identification data assigned to the other email, a predetermined key is obtained from the body data or subject data of the email received from the communication destination. A seventh means for assigning a reply to an e-mail received from the communication destination to a person in charge associated with the detected keyword in advance, and a reply with the seventh means An eighth means for assigning identification data assigned to the e-mail received from the communication destination in the subject data of the e-mail sent back by the person in charge assigned to the person in charge, the second means or the In response to an instruction from the person in charge who is assigned to reply the electronic mail in a seventh means, the electronic mail sent back by the person in charge is sent. The inquiry e-mail in which the identification data given in the subject data and the inquiry identification data for identifying the position of the identification data and the inquiry e-mail are given in the subject data are sent to a third party And when the identification data and the inquiry identification data are included in the subject data of the received e-mail, the received e-mail is sent to the inquiry related to the identification data. And a tenth means for associating with the call data of the e-mail received from the communication destination .

A data processing method according to a third aspect of the present invention is a data processing method performed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply e-mail of the e-mail. A processing unit included in the computer assigns unique identification data to an email received from the communication destination, and the subject data of the email received by the processing unit from the communication destination. If the computer includes identification data assigned to another e-mail, the e-mail identification data received by the computer and the person-in-charge data indicating the person who made the reply to the received e-mail Referring to the correspondence table data corresponding to the above-mentioned other e-mail or the return obtained based on the other e-mail Identify the personnel data corresponding to the mail identification data, allow to perform the reply e-mail received from the communication destination to the person indicated by the personnel data the specified and allocated in the first step identification a second step of updating the data and the specified representative data and the corresponding table data in correspondence with the processing unit, personnel indicated by the personnel data specified in the second step the communication A third step of automatically assigning the subject data of the e-mail received from the communication destination in the subject data of the returned e-mail when replying to the e-mail received from the destination; The processing unit adds the identification data of the e-mail not returned from the plurality of e-mails received from the communication destination to the correspondence table data. Among representative data identification data is associated, electrons personnel data except personnel data indicating the assigned personnel to conduct a reply in the second step, is supposed to do a reply A fourth step of sorting in ascending order of the number of mails, and the processing unit has not returned even after a predetermined time has elapsed since assigning a person in charge of replying the received mail in the second step If the reply of the electronic mail, the fourth is the sort in the step, with reference to the representative data other than personnel data indicating the person assigned to carry out reply, the count is A fifth step of re-assigning a reply to the person in charge who is the smallest, and the processing unit is an electronic device which sends a reply if there are a plurality of persons in charge in the fourth step with the smallest number of cases. A sixth step of reassigning the reply to the person in charge who has the earliest date and time to which the mail has been assigned, and the processing unit in the subject data of the email received from the communication destination If the identification data assigned is not included, a predetermined keyword is detected from the body data or subject data of the email received from the communication destination, and the person in charge associated with the detected keyword in advance A seventh step of assigning a reply to the e-mail received from the communication destination to the person, and the processing unit replying by the person in charge who is assigned to reply in the seventh step An eighth step of assigning identification data assigned to the email received from the communication destination in the subject data of the email; In response to an instruction from the person in charge who has been assigned to reply to the e-mail in the seventh step, the person in charge is given in the subject data of the e-mail to be returned. A ninth step of sending an inquiry e-mail in which identification data and inquiry identification data for identifying the position of the identification data and inquiry e-mail are given in subject data to a third party; and the processing When the identification data and the inquiry identification data are included in the subject data of the received e-mail, the received e-mail is used as a reply e-mail to the inquiry related to the identification data. And a tenth step of associating with the call data of the electronic mail received from the communication destination .

  ADVANTAGE OF THE INVENTION According to this invention, the program, its computer, and its method of processing the electronic mail which can allocate the reply process with respect to the inquiry with an electronic mail from a customer to an appropriate person in charge can be provided.

Hereinafter, a communication system according to an embodiment of the present invention will be described.
<First Embodiment>
As shown in FIG. 1, in the communication system 1, for example, a customer 2 and a service center 3 communicate with each other via an electronic mail, a facsimile, and a telephone.
The customer 2 communicates with the service center 3 using, for example, the computer 11, the facsimile machine 12, and the telephone 13.
Here, the computer 11, the facsimile machine 12, and the telephone 13 correspond to the communication destinations of the present invention.
The service center 3 includes, for example, a CTI (Computer Telephony Integration) server 21, a server 22, a telephone 24, and a computer 25, and communicates with the customer 2 using these.
Further, the service center 3 makes an inquiry to the expert 5 who uses the computer 23 by electronic mail as necessary.

In this embodiment, the computer 11 and the computer 23 use mail software that automatically assigns subject data in the received electronic mail to subject data in the reply mail of the electronic mail.
In the present embodiment, the subject data of the e-mail is data that is permitted to be edited by the creator of the reply e-mail.

Hereinafter, the server 22 will be described.
FIG. 2 is a configuration diagram of the server 22 shown in FIG.
As illustrated in FIG. 2, the server 22 includes, for example, an input / output unit 41, a storage unit 42, a display unit 43, and a processing unit 44, which are connected via a data transmission line 40.
Here, the processing unit 44 corresponds to the computer of the present invention.
The input / output unit 41 transmits and receives electronic mail between the computer 11 and the computer 23 via a network.
The input / output unit 41 inputs / outputs data between the CTI server 21 and the computer 25.

The storage unit 42 stores a program PRG executed by the processing unit 44, call data C_D described later, and the like.
The program PRG is written in the storage unit 42 via a recording medium or a network. The program PRG corresponds to the program of the present invention.
The display unit 43 displays a predetermined screen to be described later according to control from the processing unit 44.

  The processing unit 44 performs various processes relating to the electronic mail and the call data C_D based on the program PRG read from the storage unit 42.

FIG. 3 is a diagram for explaining a process of assigning a person in charge who performs a reply process of the received electronic mail, which is performed by the processing unit 44 based on the program PRG.
Step ST1:
The processing unit 44 determines whether or not the server 22 has received an electronic mail from the computer 11, that is, whether or not the input / output unit 41 has received an electronic mail. move on.
Step ST2:
The processing unit 44 assigns unique identification data C_ID to the received electronic mail. The identification data C_ID only needs to be identifiable by the processing unit 44.

Step ST3:
The processing unit 44 generates call data C_D of the received electronic mail.
This step ST3 corresponds to the sixth procedure of the first invention.
Specifically, as shown in FIG. 4, the processing unit 44 identifies the identification data C_ID assigned in step ST2, the identification data C_ID of the parent call, the attribute data PD, the contact data TRD, the personal data PED, Call data C_D including body data MD, subject data TD, person-in-charge data SD, and progress data PRD is generated.
Note that the call data C_D does not include the above-described data itself, as long as it is associated with the data.
At this time, the processing unit 44 detects a keyword prepared in advance from the received body data of the electronic mail, and specifies an attribute associated with the detected keyword.
Then, the processing unit 44 generates the attribute data PD indicating the specified attribute.
Further, the processing unit 44 generates the contact data TDR indicating the sender address of the received electronic mail.
In the present embodiment, a case where a keyword is detected from body data of an e-mail is illustrated, but the present invention may detect a keyword from subject data of an e-mail, for example.

Further, the processing unit 44 refers to, for example, table data indicating the contact data TDR stored in the storage unit 42 in advance and the customer's personal data in association with each other, and receives the received electronic mail contact data TDR. Identify personal information corresponding to.
Then, the processing unit 44 generates the personal data PED indicating the specified personal information.
The processing unit 44 uses the received body data and subject data of the e-mail as the body data MD and the subject data TD, respectively.
Further, the processing unit 44 sets “unselected”, which is an initial value, in the person-in-charge data SD.
In addition, the processing unit 44 sets “initially selected person in charge” in the progress status data PRD.

Step ST4:
The processing unit 44 determines whether or not the subject data of the received electronic mail includes identification data C_ID of another electronic mail (parent mail) that the processing unit 44 has assigned in the past. If it is determined that it is included, the process proceeds to step ST5, and if not, the process proceeds to step ST6.
In this embodiment, the parent mail is an electronic mail that the customer 2 first makes an inquiry to the service center 3 and the subject data does not include the identification data C_ID. -Say le.

Step ST5:
Step ST5 corresponds to the first procedure of the first invention and the first step of the third invention. Moreover, the processing means 44 implements the first means of the second invention by executing the step ST5.
Based on the identification data C_ID included in the subject data of the received electronic mail, the processing unit 44 is an electronic mail (parent mail) to which the identification data C_ID is assigned or its reply process. The person in charge who performed the reply process of the electronic mail obtained based on the past is specified.
Then, the processing unit 44 assigns the received electronic mail reply process to the specified person in charge.
The storage unit 42 associates, for example, the identification data C_ID of the electronic mail, the identification data C_ID of the parent mail of the electronic mail, and the person in charge of the electronic mail. The assigned table data is also stored. The processing unit 44 refers to the responsible table data, identifies the responsible person, and reflects the result in the responsible person table data (updates the table data).

Step ST6:
Step ST6 corresponds to the third procedure of the first invention and the third step of the third invention. In addition, the processing unit 44 executes step ST6, thereby realizing the third means of the second invention.
Based on the attribute data PD in the call data C_D shown in FIG. 4 generated in step ST3 for the received e-mail, the processing unit 44 sends the person in charge of the field (group) assigned in advance to the attribute data PD. The reply process for the received electronic mail is assigned.
For example, the processing unit 44 sorts the persons in charge in the field (group) pre-assigned to the attribute data PD in ascending order of the number of possessions, and reassigns them to the person in charge with the smallest number of possessions. I do.
At this time, when there are a plurality of the minimum persons in charge, the processing unit 44 performs assignment to the person in charge with the oldest assignment date and time.

Step ST7:
The processing unit 44 determines whether or not a person in charge is assigned to the reply process for the received electronic mail. If it is determined that the person in charge is assigned, the processing unit 44 enters a process waiting state for the reply process.
The processing unit 44 sets the identification data of the assigned person in charge person data SD of the call data C_D shown in FIG. 4 of the received e-mail, and sets the progress status data PRD to “assigned person”. . That is, the processing unit 44 updates the call data C_D according to the progress of processing.
If the processing unit 44 determines that a person in charge is not assigned to the reply process for the received electronic mail, the processing unit 44 waits for the person in charge of the reply process to be assigned.
The processing unit 44 repeatedly performs the processing of step ST6 and step ST7 at a predetermined time interval for the electronic mail that is waiting for assignment of the person in charge.

As described above, according to the server 22, identification data C_ID of the parent mail is automatically given in the subject data TD of the electronic mail transmitted by the reply process.
Further, the processing unit 44 performs a reply process when the identification data C_ID of another electronic mail (parent mail) assigned in the past is included in the subject data of the received electronic mail. Can be automatically assigned to the person in charge who has performed reply processing related to the past.
As described above, according to the processing unit 44, the user existing in the normal e-mail can edit without changing the format of the e-mail such as adding special data to the header of the e-mail. Based on the subject data, an email reply process can be automatically assigned to an appropriate person in charge.
Further, according to the server 22, when the identification data C_ID of the parent mail is not included in the subject data of the received e-mail, the attribute of the e-mail body data is set as in step ST6 shown in FIG. Based on this, an appropriate person can be assigned.
In other words, the continuity email reply process obtained by the reply process can be assigned to the person in charge of the reply process of the email received in the past related to the email. On the other hand, an electronic mail reply process without continuity can be assigned to an appropriate person corresponding to the content based on the content of the body data.

Hereinafter, the process of reassigning the person in charge by the processing unit 44 will be described.
FIG. 5 is a flowchart for explaining the person-in-charge reassignment process performed by the processing unit 44 based on the program PRG.
The processing unit 44 identifies an e-mail that has not yet been returned after assigning a person in charge according to the procedure shown in FIG. 3 based on the progress status data PRD of the call data C_D, and the identified e-mail. The process shown in FIG.

Step ST11:
The processing unit 44 determines whether or not the e-mail for which the person in charge has been assigned has passed for a predetermined period since the person in charge was assigned to the e-mail. move on.

Step ST12:
The processing unit 44 performs a reply process on the electronic mail among the persons in charge of the field (group) assigned in advance to the attribute indicated by the attribute data PD of the call data C_D shown in FIG. 4 of the electronic mail. Sort the persons in charge other than those currently assigned to in order of increasing number.
Step ST13:
Based on the result of the sorting in step ST12, the processing unit 44 determines whether there are a plurality of persons in charge with the smallest number of possessions. If there are a plurality of persons in charge, the processing unit 44 proceeds to step ST14. .

Step ST14:
The processing unit 44 reassigns the person in charge with the smallest number of possessions to the person in charge with the oldest assignment date and time.
Step ST15:
The processing unit 44 reassigns the person in charge who is sorted in step ST12 to the person in charge with the smallest number of cases.

  As described above, according to the server 22, it is possible to perform the reply process quickly by reassigning the person in charge for the e-mail for which the reply process has not been processed.

Hereinafter, a screen provided to the person in charge of the reply processing of the received electronic mail will be described.
First, the person in charge operates his / her computer (not shown) to log in to the server 22, and subsequently, the identification data C_ID of the electronic mail (the received e-mail) he / she is in charge of By specifying on the screen (not shown), the processing unit 44 displays the call main screen MAIN shown in FIG.
At this time, the call main screen MAIN is in an initial state in which “call” is selected from the icons “call”, “mail / fax” and “related call” on the screen. Below that, an image corresponding to that is displayed.
As shown in FIG. 6, the call main screen MAIN displays various data shown in the call data C_D shown in FIG.

That is, as shown in FIG. 6, on the call main screen MAIN, “customer personal data” which is the personal data of the customer 2 who is the transmission source of the designated electronic mail (call), the designated electronic mail. “Call C_ID” which is identification data C_ID assigned to the mail and “Parent call C_ID” which is identification data C_ID of the parent mail of the designated electronic mail are displayed. The personal data indicates, for example, the name and age of the customer 2.
In addition, a “customer mail address” obtained based on the contact data TRD of the call data C_D shown in FIG. 4 is displayed on the call main screen MAIN. In the case of a facsimile call, “customer telephone (facsimile) number” is displayed.
In the call main screen MAIN, “person-in-charge data SD”, “progress data PRD”, “attribute data PD”, “subject data TD”, and “text data MD” of the call data C_D shown in FIG. Is displayed.
On the call main screen MAIN, as shown in FIG. 6, “Reply mail text data MD” of the designated electronic mail is displayed.

When the person in charge designates the icon “Mail / FAX” on the call main screen MAIN shown in FIG. 6, the processing unit 44 displays the call main screen MAINa shown in FIG. 7 on the display unit 43.
As shown in FIG. 7, icons “Create Reply”, “Create Transfer”, and “Create FAX” are displayed on the call main screen MAINa.
Further, on the call main screen MAINa, a “reply list”, “forwarding list”, “transmission fax list”, and “internal reply list” are displayed.
Here, in the “reply list”, a list of reply mails of the designated electronic mail is displayed.
In the “transfer list”, when an inquiry mail related to the designated electronic mail is transmitted to the expert 5, the list is displayed.
In the “transmission FAX list”, a list of facsimiles returned to the designated electronic mail is displayed.
In the “internal reply list”, a list of reply mails received from the expert 5 in response to the inquiry mail is displayed.

Next, when the person in charge designates the icon “reply creation” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43.
As shown in FIG. 8, on the reply screen RI, “identification data C_ID” of the designated electronic mail to be replyed, “identification data C_ID” of the reply mail, and “reply to” “Destination address of (Customer 2)”, “Reply mail subject data TD”, and “Reply mail text data MD” are displayed.
The person in charge operates the keyboard or the like to input the reply content in the “reply mail text data MD” on the reply screen RI.

At this time, the processing unit 44, based on the call data C_D shown in FIG. 4 of the designated electronic mail, includes the subject of the designated electronic mail in the subject data TD of the reply mail. The data TD (“XX” in FIG. 8), the identification data C_ID (“1000” in FIG. 8) of the parent mail of the designated electronic mail, and the position of the identification data C_ID are shown. A first identification mark (“#” in FIG. 8) is automatically assigned. The first identification mark is given before and after the identification data C_ID.
That is, when the designated electronic mail is a parent mail, the processing unit 44 automatically assigns identification data C_ID of the designated electronic mail in the subject data TD of the reply mail. This process corresponds to the fourth procedure of the first invention and the fourth step of the third invention. Moreover, the 4th means of 2nd invention is implement | achieved because the process part 44 performs the said process.
On the other hand, when the designated electronic mail is not a parent mail, the processing unit 44 automatically assigns the subject data TD of the designated electronic mail in the subject data TD of the reply mail. This process corresponds to the second procedure of the first invention and the second step of the third invention. Further, the processing unit 44 executes the processing, thereby realizing the second means of the second invention.
As described above, the identification mark “#” is added before and after the identification data C_ID of the parent mail so that the processing unit 44 can identify it in step ST4 shown in FIG.

When the reply mail is sent to the customer 2 and the customer 2 replies again, as described above, the computer 11 automatically converts the subject data in the received email into the subject data in the reply email of the email. Therefore, the identification data of the parent mail of the designated electronic mail is included in the subject data TD of the electronic mail returned from the customer 2 again. C_ID and the first identification mark (“# 1000 #” in FIG. 8) are included.
Therefore, in step ST4 shown in FIG. 3, the processing unit 44 determines that the identification data C_ID of the parent mail is included in the received subject data TD of the electronic mail, and proceeds to the process of step ST5. .

Hereinafter, a case where the person in charge makes an inquiry to the expert 5 regarding the electronic mail reply process that he is in charge of will be described.
When the person in charge designates the icon “create transfer” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the transfer screen TI shown in FIG. 9 on the display unit 43.
As shown in FIG. 9, the transfer screen TI includes “identification data C_ID” of the designated electronic mail to be transferred, “identification data C_ID” of the transfer mail, and “transfer destination”. (Expert 5) 's destination address "," transfer mail subject data TD ", and" transfer mail text data MD "are displayed.
The person in charge operates the keyboard or the like to input the transfer contents in the “text data MD of transfer mail” on the transfer screen TI.

At this time, the processing unit 44, based on the call data C_D shown in FIG. 4 of the designated electronic mail, includes the subject data of the designated electronic mail in the subject data TD of the transfer mail. TD (“XX” in FIG. 8), identification data C_ID (“1000” in FIG. 9) of parent mail of the electronic mail (specified above) to be transferred, and the identification A second identification mark (“$” in FIG. 9) that is positioned before and after the data C_ID and that indicates a transfer mail (inquiry mail) is automatically given.
At the time of detection, based on the second identification mark “$”, the forward mail and the position of the identification data C_ID of the parent mail are detected.

  When the forwarding mail is transmitted to the expert 5 and the expert 5 replies with a reply, as described above, the computer 23 sends the subject data in the received email in the reply email of the email. Since the mail software automatically assigned in the subject data is used, the subject data TD of the electronic mail (answer mail) returned from the expert 5 is included in the identification data C_ID ( "1000" in FIG. 9) and second identification marks ("$" in FIG. 9) positioned before and after that.

Hereinafter, an example of an operation performed by the processing unit 44 based on the program PRG when making the inquiry to the expert 5 will be described.
FIG. 10 is a flowchart for explaining the operation.
Step ST31:
As described above, the processing unit 44 identifies the identification data C_ID (“1000” in FIG. 9) of the parent mail of the designated electronic mail and the electronic mail to be transferred. A transfer mail including the second identification data (“$” in FIG. 9) shown in the subject data TD is generated and transmitted to the computer 23 via the input / output unit 41.

Step ST32:
The processing unit 44 determines whether or not an electronic mail has been received. If it is determined that the electronic mail has been received, the processing unit 44 proceeds to step ST33.
Step ST33:
The processing unit 44 determines whether or not the second identification mark “$” is included in the designated electronic mail in the received electronic mail subject data TD. If it is determined that there is, the process proceeds to step ST34, and if not, the process returns to step ST32.

Step ST34:
The processing unit 44 associates the received electronic mail with the received electronic mail as a reply mail of the electronic mail transferred in step ST31.
For example, the received e-mail is added to the “internal reply list” on the call main screen MAINa shown in FIG.

  The person in charge performs the designated electronic mail reply process with reference to the contents of the text data of the electronic mail received from the expert 5.

Hereinafter, a case where the customer 2 transmits an inquiry electronic mail to the service center 3 using the facsimile 12 will be described.
In response to the operation of the customer 2, the facsimile 12 transmits a facsimile describing the inquiry contents to the CTI server 21 of the service center 3.
The CTI server 21 generates a facsimile data file based on the facsimile data received from the facsimile 12 and outputs an e-mail with the file as an attached file to the server 22. The e-mail includes a telephone number of the facsimile 12, for example.

The processing unit 44 shown in FIG. 2 inputs the electronic mail from the CTI server 21 via the input / output unit 41, and assigns identification data C_ID to the electronic mail.
Next, the processing unit 44 detects a predetermined keyword from the facsimile data file attached to the input electronic mail, and generates attribute data indicating an attribute corresponding to the detected keyword.
Next, the processing unit 44 sends the assigned identification data C_ID, the generated attribute data PD, contact data TRD indicating the telephone number of the facsimile 12 shown in the electronic mail, and the facsimile data file. The call data C_D is generated in association with or associated with the body data MD indicating the link, the person-in-charge data SD to which the facsimile reply process is assigned, and the process progress data PRD for the facsimile.
The call data C_D has the same format as the call data C_D generated for the received electronic mail as shown in FIG. 4, and based on this, the person-in-charge assignment processing, reassignment processing, and reply described above are performed. Processing such as processing is handled centrally.
At this time, the processing unit 44 assigns the person in charge of the facsimile reply process, for example, using the telephone number of the sender of the facsimile 12 to manage the parent-child relationship of the facsimile communication using the call data C_D, In addition, based on the correspondence table data indicating the correspondence between the telephone number and the person in charge who has responded in the past, in step ST5 shown in FIG. 3, the reply of the facsimile is sent to the same person in charge as the person in charge in the past. Assign processing.
The processing unit 44 may determine that the person in charge of the facsimile reply process is assigned to the person in charge corresponding to the attribute based on the attribute data of the call data C_D.

  The processing unit 44 updates the call data C_D of the facsimile in accordance with the progress status of the person-in-charge assignment process and reply process for the facsimile described above.

Various screens shown in FIGS. 6 to 9 are also provided for the facsimile call data C_D generated as described above.
Then, according to the operation of the person in charge, the processing unit 44 displays the call main screen MAINa shown in FIG. 7 of the call data C_D of the facsimile on the display unit 43.
Then, when the person in charge designates the icon “FAX creation” shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43.
At this time, “the telephone number of the facsimile 12 of the customer 2” is displayed instead of “the destination address of the reply destination” on the reply screen RI shown in FIG.
Further, in the “reply mail text data MD”, the person in charge displays a text or the like to be faxed to the customer 2 by operating a keyboard or the like. In other words, the person in charge edits the text to be facsimile using the “reply mail text data MD”.

When the person in charge inputs a text to be faxed using the reply screen RI and issues a transmission instruction, the processing unit 44 transmits a facsimile of the text to be faxed and the like input in the “text data MD of reply mail”. The electronic mail attached with the file data is output to the CTI server 21 via the input / output unit 41. The electronic mail includes, for example, the telephone number of the facsimile 12 based on the facsimile call data C_D.
The CTI server 21 generates facsimile transmission data based on the facsimile file data attached to the electronic mail input from the server 22 and transmits it to the facsimile 12 based on the telephone number.

When the customer 2 makes an inquiry to the service center 3 using the telephone 13, the operator 5 responds with the telephone 24 and inputs predetermined information to the computer 25 based on the contents of the call.
And the computer 25 produces | generates the call data C_D shown in FIG. 4 about the said inquiry by the telephone 13 based on the said input information.
The processing unit 44 processes the call data C_D of the inquiry by the telephone in the same manner as the call data C_D of the electronic mail described above.

  As described above, according to the server 22, even when the customer 2 makes an inquiry to the service center 3 using the facsimile 12 or the telephone 13, as in the case where the inquiry is made by e-mail using the computer 11, Reply processing can be performed centrally.

<Second Embodiment>
In the first embodiment described above, when the person in charge designates the icon “Create Reply” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43. Was illustrated.
That is, in the example shown in FIG. 8, the processing unit 44 uses the designated electronic mail in the subject data TD of the reply mail based on the call data C_D shown in FIG. Subject data TD (“XXX” in FIG. 8) of the electronic mail, identification data C_ID (“1000” in FIG. 8) of the designated electronic mail parent mail, and identification A first identification mark (“#” in FIG. 8) indicating the position of the data C_ID is automatically assigned.
On the other hand, in the present embodiment, for example, the processing unit 44 assigns identification data C_ID (“1001”) to the reply mail, and, as shown in FIG. 11, in the subject data TD of the reply mail. In addition to the identification data C_ID (“1000” in FIG. 8) of the parent mail shown in FIG. 8, the identification data C_ID (“1001” in FIG. 11) of the reply mail is given.
The processing unit 44 manages the correspondence between the identification data C_ID (“1001”) of the reply mail and the identification data C_ID (“1000”) of the parent mail using table data or the like.

In the present embodiment, the reply mail sent back by the customer 2 with respect to the reply mail includes the identification data C_ID (“1001”) of the reply mail.
Therefore, the processing unit 44 determines that the reply mail is a reply mail to the reply mail with the identification data C_ID (“1001”) based on the identification data C_ID (“1001”) of the received reply mail. Further, it can be determined that there is a relationship with the parent mail of the identification data C_ID (“1000”) based on the table data.

In the first embodiment described above, as described with reference to FIG. 9, the identification data C_ID (FIG. 9) of the parent mail of the electronic mail (transfer mail) to be transferred (designated above). The case of automatically giving “1000” in the above is illustrated.
On the other hand, in the present embodiment, for example, the processing unit 44 assigns identification data C_ID (“2000”) to the transfer mail, and in the subject data TD of the transfer mail as shown in FIG. In addition, the identification data C_ID (“2000” in FIG. 12) of the forwarded mail is assigned instead of the identification data C_ID (“1000” in FIG. 9) of the parent mail shown in FIG.
Further, the processing unit 44 manages the correspondence between the identification data C_ID (“2000”) of the transfer mail and the identification data C_ID (“1000”) of the parent mail using table data or the like.

In the present embodiment, the reply mail to which the specialization 5 sends a reply to the forwarded mail includes the forwarding mail identification data C_ID (“2000”).
Therefore, the processing unit 44 determines that the answer mail is a reply mail for the transfer mail of the identification data C_ID (“2000”) based on the identification data C_ID (“2000”) of the received reply mail. Further, it can be determined that there is a relationship with the parent mail of the identification data C_ID (“1000”) based on the table data.

  The present invention can be applied to a system that supports a reply process for a received electronic mail.

FIG. 1 is an overall configuration diagram of a communication system according to the first embodiment of the present invention. FIG. 2 is a block diagram of the processing unit shown in FIG. FIG. 3 is a diagram for explaining an operation of assigning a person in charge of a reply process for the received electronic mail, which is performed by the processing unit shown in FIG. 2 based on the program PRG. FIG. 4 is a diagram for explaining call data C_D stored in the storage unit shown in FIG. FIG. 5 is a diagram for explaining a person-in-charge reassignment process performed by the processing unit shown in FIG. 2 based on the program PRG. FIG. 6 is a diagram for explaining a call main screen displayed on the display unit by the processing unit shown in FIG. FIG. 7 is a diagram for explaining a call main screen displayed on the display unit by the processing unit shown in FIG. FIG. 8 is a diagram for explaining a reply screen displayed on the display unit by the processing unit shown in FIG. FIG. 9 is a diagram for explaining a transfer screen displayed on the display unit by the processing unit shown in FIG. FIG. 10 is a diagram for explaining an inquiry process to an expert performed by the processing unit illustrated in FIG. 2 based on the program PRG. FIG. 11 is a diagram for explaining a reply screen displayed on the display unit by the processing unit shown in FIG. 2 according to the second embodiment of the present invention. FIG. 12 is a diagram for explaining a transfer screen displayed on the display unit by the processing unit shown in FIG. 2 according to the second embodiment of the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Communication system, 2 ... Customer, 3 ... Service center, 6 ... Operator, 11 ... Computer, 12 ... Facsimile, 13 ... Telephone, 21 ... CTI server, 22 ... Server, 23 ... Computer, 24 ... Telephone, 25 ... Computer

Claims (7)

A program executed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in the received e-mail to subject data in a reply e-mail of the e-mail,
A first procedure for assigning unique identification data to an email received from the communication destination;
When the subject data of the email received from the communication destination includes identification data assigned to another email by the computer, the email identification data received by the computer and the received email Referring to the correspondence table data corresponding to the person-in-charge data indicating the person in charge who made the reply, the other electronic mail or the identification data of the reply mail obtained based on the other electronic mail identify the personnel data, the assignment of personnel indicated by the identified person data by performing a reply e-mail received from the communication destination, personnel said first identifies the identification data and the assigned in step A second procedure for updating the correspondence table data in association with data;
When the person in charge indicated by the person-in-charge data specified in the second procedure replies to the e-mail received from the communication destination, it is received from the communication destination in the subject data of the returned e-mail. A third procedure for automatically assigning the subject data of the e-mail,
Of the person-in-charge data in which the identification data is associated with the identification data of the e-mail not returned from the plurality of e-mails received from the communication destination in the correspondence table data, a reply is made in the second procedure. fourth instructions for sorting personnel data except personnel data indicating the person assigned to do, in order number of e-mail that person indicated by the representative data is to be performed reply less When,
If a reply is not made even after a predetermined time has elapsed since the person in charge of replying the received mail was assigned in the second procedure, the reply to the email is sorted in the fourth procedure. and a reply reference to the representative data other than personnel data indicating the person assigned to carry out, of the 5 to assign the number again to make a reply to the person in charge is minimal steps,
In the fourth procedure, when there are a plurality of persons in charge with the smallest number of cases, a sixth procedure for reassigning the reply to the person in charge who has the earliest date and time to which a reply e-mail is assigned; ,
When the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, predetermined from the body data or the subject data of the e-mail received from the communication destination A seventh procedure for allocating a reply to the e-mail received from the communication destination to a person in advance associated with the detected keyword;
Eighth procedure for assigning identification data assigned to the email received from the communication destination in the subject data of the email sent back by the person in charge who is assigned to reply in the seventh procedure When,
In response to an instruction from the person in charge who is assigned to reply to the e-mail in the second procedure or the seventh procedure, the subject data of the e-mail returned by the person in charge Ninth procedure for transmitting the inquiry e-mail in which the identification data to be given and the position of the identification data and the inquiry identification data for identifying the inquiry e-mail are given in the subject data to a third party When,
When the identification data and the inquiry identification data are included in the subject data of the received e-mail, the received e-mail is used as a reply e-mail to the inquiry related to the identification data. A tenth procedure for associating with the call data of the e-mail received earlier;
A program for causing the computer to execute. The program according to claim 1, wherein the subject data is data that is permitted to be edited by a person in charge indicated by person-in-charge data corresponding to the identification data of the returned e- mail. For each e-mail received from the communication destination, an attribute of the inquiry content by the e-mail is identified by detecting a predetermined keyword from the body data or subject data of the e-mail, and the identified attribute, the e-mail Causing the computer to further execute an eleventh procedure for generating call data indicating the subject data of the mail and the identification data assigned to the e-mail;
The program according to claim 1 , wherein in the seventh procedure, a person who performs the reply is assigned based on the attribute indicated by the call data generated in the eleventh procedure. The eleventh procedure includes: contact data indicating an email address of a sender of an email received from the communication destination, body data of the email, person data associated with the identification data of the email, And generating the call data further indicating the progress status data of the reply process to the e-mail,
The twelfth procedure for updating the person-in-charge data and the progress status data in the call data generated in the eleventh procedure according to the assignment of the person in charge for replying and the progress status of the reply to the computer. The program according to claim 3 , further executed. If the identification data assigned to the inquiry email and the inquiry identification data are included in the subject data of the received email, the received email is returned as a response to the inquiry email as mail program according to claim 1, further executing the first 13 steps for associating with the inquiry mail to the computer. A computer that sends / receives e-mail to / from a communication destination that automatically assigns subject data in the received e-mail to subject data in the e-mail reply mail;
First means for assigning unique identification data to an email received from the communication destination;
When the subject data of the email received from the communication destination includes identification data assigned to another email by the computer, the email identification data received by the computer and the received email Referring to the correspondence table data corresponding to the person-in-charge data indicating the person in charge who made the reply, the other electronic mail or the identification data of the reply mail obtained based on the other electronic mail identify the personnel data, the allocation to the performing the reply e-mail received from the communication destination personnel indicated by the identified person data, the person who identification data and the specific allocated in the first means second means for updating said correspondence table data and data in correspondence,
When the person in charge indicated by the person-in-charge data specified by the second means replies to the e-mail received from the communication destination, it is received from the communication destination in the subject data of the returned e-mail. A third means for automatically assigning the subject data of the e-mail,
Of the person-in-charge data in which the identification data is associated with the identification data of the e-mail that has not been replied among the plurality of e-mails received from the communication destination in the correspondence table data, a reply is made at the second means. fourth means for sorting personnel data except personnel data indicating the person assigned to do, in order number of e-mail that person indicated by the representative data is to be performed reply less When,
If a reply is not made even after a predetermined time has elapsed since the person in charge of replying the received mail is assigned in the second means, the reply of the electronic mail is sorted in the fourth means. and a fifth means for allocating return by referring to representative data other than person indicating the assigned personnel to conduct signals, again to make a reply to personnel the number is minimum,
In the fourth means, when there are a plurality of persons in charge with the smallest number of cases, a sixth means for reassigning the reply to the person in charge with the oldest date and time to which the e-mail to be replied is assigned; ,
When the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, predetermined from the body data or the subject data of the e-mail received from the communication destination A seventh means for allocating a reply to the e-mail received from the communication destination to a person in advance associated with the detected keyword;
Eighth means for assigning identification data assigned to the e-mail received from the communication destination in the subject data of the e-mail replied by the person in charge who is assigned to reply by the seventh means When,
In response to an instruction from the person in charge who is assigned to reply to the electronic mail in the second means or the seventh means, the subject data of the electronic mail returned by the person in charge is included in the subject data of the electronic mail. Ninth means for transmitting an inquiry e-mail in which the identification data provided and the inquiry identification data for identifying the position of the identification data and the inquiry mail are included in the subject data to a third party When,
When the identification data and the inquiry identification data are included in the subject data of the received e-mail, the received e-mail is used as a reply e-mail to the inquiry related to the identification data. A tenth means for associating with the call data of the e-mail received earlier;
Having a computer. A data processing method that is performed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply e-mail of the e-mail,
A first step in which a processing unit included in the computer assigns unique identification data to an email received from the communication destination;
When the processing unit includes identification data assigned to another e-mail by the computer in the subject data of the e-mail received from the communication destination, e-mail identification data received by the computer and personnel data indicating the person who made the reply of the received e-mail by referring to the correspondence table data in correspondence, of the other e-mail or e-mail response obtained on the basis of the other e-mail Identifying the person-in-charge data corresponding to the identification data, assigning the person in charge indicated by the identified person-in-charge data to reply to the email received from the communication destination, and assigning the identification data assigned in the first step; A second step of updating the correspondence table data in correspondence with the specified person- in- charge data ;
When the person in charge indicated by the person-in-charge data specified in the second step replies to the email received from the communication destination, the processing unit includes the subject data of the email to be returned, A third step of automatically assigning the subject data of the e-mail received from the communication destination;
Wherein the processing unit is, among the personnel data the identification data in the corresponding table data associated with the e-mail identification data is not sent back out of the plurality of e-mail received from the communication destination, the second personnel data except personnel data indicating the person assigned to carry out the return in the step, a fourth step of sorted small number of e-mail that is to perform the reply,
When the processing unit does not reply even after a predetermined time has elapsed since the person in charge of replying the received mail was assigned in the second step, the reply to the email is sent to the fourth process. the sorted in step, with reference to the representative data other than personnel data indicating the person assigned to carry out reply assigns the number again to make a reply to the person in charge is the minimum first 5 steps,
In the fourth step, when there are a plurality of persons in charge with the smallest number in the fourth step, the processing unit reassigns the reply to the person in charge who has the earliest date and time to which a reply e-mail is assigned. A sixth step;
When the processing unit does not include the identification data assigned to another e-mail in the subject data of the e-mail received from the communication destination, the body data of the e-mail received from the communication destination or A seventh step of detecting a predetermined keyword from the subject data and assigning a reply to the e-mail received from the communication destination to a person in advance associated with the detected keyword;
The processing unit adds identification data assigned to the email received from the communication destination in the subject data of the email returned by the person in charge who is assigned to reply in the seventh step. And an eighth step of
In response to an instruction from the person in charge who is assigned to reply the electronic mail in the second step or the seventh step, the processing unit sends the reply to the electronic mail by the person in charge. Sending an inquiry e-mail in which the identification data given in the subject data and the inquiry identification data for identifying the location of the identification data and the inquiry mail are given in the subject data to a third party A ninth step of:
When the processing unit includes the identification data and the inquiry identification data in the subject data of the received e-mail, the response to the inquiry related to the identification data is made to the received e-mail. As a mail, a tenth step of associating with the call data of the electronic mail received from the communication destination;
A data processing method.

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