JP4988875B2 - Inter-site telephone handover system and method - Google Patents

Description

  The present invention is a system for facilitating transfer of each person in charge when it is necessary to take over calls between bases that can refer to a common database, for example, from a person in charge of a call center in a company to a person in charge of each department. And methods.

  A call center is a specialized department that responds to inquiries made by customers over the telephone in companies and the like. A call center operator answers a question or complaint about a product handled by a company. Alternatively, the telephone is transferred to an appropriate department according to the content of the inquiry. Such a call center is usually provided with a call center system that records purchase histories, inquiry histories, and the like as customer information in order to smoothly respond to inquiries from customers.

  Patent Document 1 describes a technique for displaying customer information of a customer from a customer database to an operator who answers the phone based on a customer number dialed by the customer or a caller number of the phone when a call is received from the customer. Has been.

  Patent Document 2 describes a technique in which progress information indicating the process until handover is performed is transmitted to the operator terminal of the handover destination operator at the time of handover. While taking over the customer, the operator of the transfer source can freely input various information related to customer service operations via the notepad interface, and the input text information is sent to the transferee operator as progress information. The The transfer destination operator can confirm the process until transfer is made on the screen.

Japanese Patent Application Laid-Open No. 11-046251 JP 2009-081717 A

  In the call center, when the problem cannot be solved by the operator, the call is taken over to a person who has more specialized knowledge about the contents of the inquiry. In this case, it is necessary for the responder at the takeover destination to obtain and refer to the customer information, inquiry history, etc., and take action while appropriately confirming the action taken by the call center operator. If this check fails, there is a possibility that the customer repeatedly asks questions regarding matters already explained to the call center operator.

  In addition, depending on the content of the inquiry, there may be a matter that must be explained to the customer (hereinafter referred to as “essential contact matter”). For example, when a call center receives an inquiry regarding stock purchase, the operator must explain the risk to the customer. Although it is necessary to convey these essential communication items to customers without omission, customer stress may increase by explaining the same risks at each handover.

  On the other hand, the inquiry history is normally managed for each customer, but the connection between the histories is not managed as an inquiry for each individual case, and histories relating to different inquiry contents exist in a mixed manner. Furthermore, there is a possibility that the handing over of the telephone may be performed a plurality of times depending on the contents of the inquiry, and the inquiry history to be confirmed by the takeover destination responder increases every time the handing over is performed. From such inquiry histories, it is possible to instantly determine the history related to the current inquiry content, and from that inquiry history, to instantly confirm the information necessary for the answer according to the inquiry content The conventional call center system was difficult.

  The present invention has been made in view of such a problem, and an object of the present invention is to efficiently manage a history about one inquiry in a call center and information included in the history, thereby enabling an inquiry responder. It is an object of the present invention to provide a call center system that reduces the burden of work and work time, and minimizes the stress on the customer and the risk of transmission errors and omissions related to telephone transfer.

In order to solve the above-mentioned problem, the invention according to claim 1 is a telephone handover system for switching a connection destination of a call connected to the telephone of the first user to the telephone of the second user, wherein the telephone The handover system associates with the inquiry classification code, the ToDo item ID for identifying the item to be transmitted to the customer who is the call connection source, the ToDo item database for storing the content of the ToDo item, and the call connection identification information, An inquiry history database storing an inquiry classification code and a ToDo item, and when a call is connected to the first user's telephone, unique first call connection identification information is set, and the first call connection identification information is set. when connecting the corresponding record stored in the query history database, and the call to the second user of the phone to a unique first The set call connection identification information, and the call connection management unit for storing a record corresponding to the second call connection identification information to the query history database, an input instruction takeover information from the terminal device of the first user In response to receiving, the first user terminal device displays a list of inquiry category codes, and in response to receiving a selection of one inquiry category code of the list, the first user The ToDo item to be confirmed after the second user takes over the call among the displayed ToDo items is displayed on the terminal device of the user. ToDo item ID and the first call connection identification information and including at least takeover information identifying a and receives a call switching instruction, said the takeover information A takeover instruction receiving section to be passed to the connection management unit, in response to said call switching instruction, to the terminal device of the second user, the telephone takeover support server and a data output section for providing a screen for displaying the takeover information And a telephone exchange that switches a connection destination of a call connected to the first user's telephone to the second user's telephone based on the takeover information, and the call connection management unit includes: Based on the first call connection identification information, the second call connection identification information is set , and in response to receiving the takeover information from the takeover instruction receiving unit, in the inquiry history database, the takeover information The ToDo item ID included in the takeover information is stored in the ToDo item of the record corresponding to the first call connection identification information included in the call information .

  The invention according to claim 2 is the telephone takeover system according to claim 1, wherein the takeover information includes switching destination information for identifying a switching destination of the call, and the first user corresponds to the call. At least the information for identifying the customer and the inquiry content of the customer.

The invention according to claim 3 is the telephone handover system according to any one of claims 1 to 2, wherein the inquiry history database further stores an evaluation in association with call connection identification information, and the call connection The management unit responds to receiving the first call connection identification information and feedback information indicating an evaluation for the first user from the terminal device of the second user, and the first call connection identification information The feedback information is stored in the evaluation of the record corresponding to.

The invention described in claim 4 is the telephone takeover system according to any one of claims 1 to 3, the call connection management unit, on the basis of the first call connection identification information inquiry history from the database searching records, the data output unit may provide a screen for displaying a record that the search.

The invention according to claim 5 is a method for managing call connection information in a telephone handover system for switching a connection destination of a call connected to a telephone of a first user to a telephone of a second user, The telephone handover system is associated with an inquiry classification code, a ToDo item ID for identifying an item to be transmitted to a customer who is a call connection source, a ToDo item database for storing contents of the ToDo item, and a call connection identification information. An inquiry history database storing inquiry classification codes and ToDo items, a call connection management unit, a data output unit, and a takeover instruction receiving unit, and a telephone exchange, and the method includes: Connecting a call to the first user's telephone; and The first call connection identification information is set to the first user's telephone when the call connection management unit connects the call to the first user's telephone. Storing a record corresponding to the first call connection identification information in the inquiry history database , and responding to the handover instruction receiving unit receiving an instruction to input the handover information from the terminal device of the first user. Displaying a list of inquiry category codes on the terminal device of the first user, and in response to the handover instruction receiving unit receiving selection of one inquiry category code from the list, Displaying the contents of the ToDo item associated with the selected inquiry classification code on the terminal device of the first user, and the previous of the displayed ToDo items. ToDo item ID and the first call connection identification information and including at least takeover information identifying the ToDo items second user to be checked after taking over the call and receives a call switching instruction, said the takeover information Passing to a call connection management unit ; and switching the call connection destination connected to the first user's telephone to the second user's telephone based on the takeover information. The telephone exchange notifying the telephone handover support server of the connection information of the second call, and the call connection manager when the call is connected to the telephone of the second user. The call connection identification information is set, and a record corresponding to the second call connection identification information is stored in the inquiry history database; and the data output unit Providing a screen for displaying the handover information to a terminal device, wherein the call connection management unit sets the second call connection identification information based on the first call connection identification information , In response to receiving the takeover information from the takeover instruction receiving unit, in the inquiry history database, in the ToDo item of the record corresponding to the first call connection identification information included in the takeover information, the takeover information The ToDo item ID included in the is stored .

The invention according to claim 6 is a method for managing call connection information in the telephone takeover system according to claim 5 , wherein the takeover information includes switching destination information for identifying a switching destination of the call, The first user includes at least information for identifying a customer who corresponds in the call, and the inquiry content of the customer.

The invention according to claim 7 is a method for managing call connection information in the telephone handover system according to any one of claims 5 to 6 , wherein the inquiry history database is associated with call connection identification information, Further storing an evaluation, wherein the call connection management unit receives the first call connection identification information and feedback information indicating the evaluation for the first user from the terminal device of the second user; The connection management unit further includes a step of storing the feedback information in evaluation of a record corresponding to the first call connection identification information.

The invention according to claim 8 is a method for managing call connection information in the telephone handover system according to any one of claims 5 to 7 , wherein the call connection management unit includes the first call connection identification information. retrieving the obtained code or the inquiry history database based on the data output unit, the terminal device of the second user, further comprising: providing a screen for displaying a record in which the searched It is characterized by including.

  According to the present invention, by managing the inquiry history related to one inquiry in association with each other, it is possible to reduce the work load and work time applied to the inquiry responder. Along with the reduction of work load and work time on the inquirer, the waiting time at the time of takeover is also reduced. The customer who makes the inquiry only needs to explain the minimum necessary information once in one inquiry, and is freed from the trouble of disclosing duplicate information. In addition, customers who make inquiries are freed from the trouble of receiving redundant explanations of essential communication items related to inquiries.

It is a block diagram which shows the telephone call transfer system structure between bases concerning one Embodiment of this invention. It is a module block diagram of the telephone corresponding | compatible support server concerning one Embodiment of this invention. It is a module block diagram of the terminal device of each responder concerning one Embodiment of this invention. It is a figure which shows an example of the information stored in the employee database concerning one Embodiment of this invention. It is a figure which shows an example of the information stored in the inquiry charge database concerning one Embodiment of this invention. It is a figure which shows an example of the information stored in the inquiry log | history database concerning one Embodiment of this invention. It is a figure which shows an example of the information stored in the ToDo item database concerning one Embodiment of this invention. It is a flowchart which shows the process at the time of the primary responder concerning one Embodiment of this invention receiving the call from a customer. It is a flowchart which shows the process at the time of each responder concerning one Embodiment of this invention corresponding to an inquiry. It is a flowchart which shows the process of the taking over from the primary (secondary) corresponding person to the secondary (tertiary) corresponding person concerning one Embodiment of this invention. It is a figure which shows the example inquiry log | history screen concerning one Embodiment of this invention. It is a figure which shows the example transfer information input screen concerning one Embodiment of this invention. It is a figure which shows the example transfer information input screen concerning one Embodiment of this invention.

  FIG. 1 is a block diagram showing the inter-site telephone handover system configuration according to an embodiment of the present invention. As shown in FIG. 1, a support system 100 according to the present invention includes a telephone exchange (PBX) 101, a CTI server 102, and a telephone support server 103. Are connected to the telephone 112a of the person, the telephone 113a of the third party, and the telephone 114 of the customer. The telephone is not limited to a fixed telephone and can be an IP telephone. The support system 100 of the present invention includes a customer database 104, a account database 105, a transaction information database 106, an employee database 107, a query database 108, a query history database 109, and a ToDo item database 110. Each database is a network. Are connected to the telephone support server 103 and terminal devices (personal computers, etc.) 111b, 112b, 113b of the corresponding persons.

  The PBX 101 distributes telephones for a plurality of lines from the central office side to the primary responders' telephones. Further, the PBX 101 switches the connection destination of the call from the customer in accordance with an instruction sent via the CTI server 102. For example, when an instruction is given to transfer a call connected to a telephone of a primary correspondent to the telephone of a secondary correspondent, the connection destination of the call from the customer is switched according to this instruction.

  The primary responder first deals with the customer. Using the terminal device 111b for information processing such as a personal computer, information is retrieved from the customer database 104 connected to the terminal device 111b via a network.

  The secondary responder responds to inquiries received from the primary responder. The secondary responder belongs to a specialized department related to the inquiry, and responds to the customer by conducting a survey / verification using the terminal device 112b connected to the network.

  The tertiary responder will respond to inquiries taken over from the secondary responder. The department to which the tertiary responder belongs can be a higher-order department of the department to which the secondary responder belongs, who has a high degree of knowledge regarding the inquiry, or a new one that has arisen when interacting with the secondary responder. It can also be a specialized department for inquiries. The third responder investigates and uses the terminal device 113b connected to the network, verifies it, and responds to the customer.

  FIG. 2 is a module configuration diagram of the telephone support server 103 according to the embodiment of the present invention. As shown in FIG. 2, the telephone support server 103 includes a telephone number matching unit 201, an inquiry history management unit 202, a data output unit 203, and a takeover instruction receiving unit 204. The telephone number matching unit 201 determines whether the telephone number received from the user exists in the customer database 104. The inquiry history management unit 202 registers or updates records in the inquiry history database 109 or inquires records from the inquiry history database. The data output unit 203 provides a screen for displaying data related to the inquiry to the terminal device of each responder. The takeover instruction receiving unit 204 receives the takeover instruction and the takeover information from the terminal device, and instructs the PBX 101 via the CTI server 102 to switch the call connection destination based on the received takeover information.

  FIG. 3 is a module configuration diagram of the terminal devices 111b, 112b, and 113b of each responder according to the embodiment of the present invention. As illustrated in FIG. 3, each terminal device includes an instruction reception unit 301 and a takeover information inspection unit 302. The instruction receiving unit 301 receives an instruction from a counterpart who uses the terminal device. The takeover information inspecting unit 302 inspects the validity of the takeover information input by the counterpart using the terminal device.

  The customer database 104 stores customer information such as a customer ID, a customer name, an address, a telephone number, a person in charge, a transaction branch code, a transaction branch name, and an account number for each customer. The terminal devices 111b, 112b, and 113b of the primary responder, the secondary responder, and the tertiary responder and the customer database 104 are connected via a network, and each correspondent is connected via the terminal devices 111b, 112b, and 113b, respectively. You can search for information.

  The account database 105 stores account information such as account type, account number, account balance, and customer ID for each deposit account. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder. Here, the customer ID of the account database 105 and the customer ID of the customer database 104, and the account number of the account database 105 and the account number of the customer database 104 are associated with each other. By this association, the account information corresponding to the account number in the customer database 104 can be inquired.

  The transaction information database 106 stores customer transaction information such as transaction IDs, transaction product codes, transaction products, transaction conditions, and customer IDs. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder. Here, the customer ID of the transaction information database 106 and the customer ID of the customer database 104 are associated with each other. By this association, a list of transaction information associated with a certain customer ID can be inquired.

  The employee database 107 stores employee information such as employee code, employee name, extension number, department code, and department name, as shown in FIG. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder.

  In the inquiry database 108, as shown in FIG. 5, an inquiry classification code, an inquiry classification name, a takeover destination department code 1 and a takeover destination department code 2 are stored. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder. Here, the succeeding department code of the inquiry database 108 and the department code of the employee database 107 are associated with each other. By this association, it is possible to inquire about the succeeding department information associated with the inquiry classification code. In FIG. 5, two columns for the takeover destination department code are provided, but any number of columns can be provided as necessary.

  In the inquiry history database 109, as shown in FIG. 6, the inquiry ID, the corresponding department code, the corresponding person code, the start time, the end time, the customer ID, the inquirer, the contact, the inquiry classification code, the inquiry content, the succeeding department Information about inquiries such as codes, evaluations, audio data, image data, ToDo items, spot ToDo items, and reference flags are stored. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder. Here, the corresponding department code in the inquiry history database 109 and the department code in the employee database 107, the corresponding person code in the inquiry history database 109 and the employee code in the employee database 107, the customer ID in the inquiry history database 109, and the customer in the customer database 104 The ID, the inquiry classification code of the inquiry history database 109, the inquiry classification code of the inquiry database 108, the takeover department code of the inquiry history database 109, and the department code of the employee database 107 are associated with each other. With this association, detailed information can be queried from each database.

  As shown in FIG. 7, the ToDo item database 110 stores a ToDo item ID, a ToDo item, and an inquiry classification code. The ToDo items are items to be confirmed to the user in the inquiry, items to be transmitted to the user in the inquiry, and the like, and are managed in association with the inquiry classification. Similar to the customer database 104, it is connected to the network and can search using keywords from the terminal devices 111b, 112b, and 113b of each responder.

  Next, the operation of the embodiment of the present invention will be described in detail with reference to FIGS. FIG. 8 is a flowchart showing processing when the primary responder according to the embodiment of the present invention receives a call from a customer. When a call is received from a customer (hereinafter referred to as a user) who is a call center user, the PBX 101 notifies an incoming call to the telephone 111a of the primary responder (step S801). When the primary responder performs a response operation (pressing the reception button, raising the handset, etc.) in response to the notification of the incoming call, the telephone 111a notifies the PBX 101 of the response operation (step S802). Upon receiving this response operation, the PBX 101 connects the telephone from the telephone line to the telephone 111a of the primary responder (step S803). In step S804, when the PBX 101 connects the telephone to the primary responder's telephone 111a, the PBX 101 receives information (calling destination telephone number, Notification of the answering phone).

  In response to the notification of the information indicating that the call is in progress, the telephone support server 103 determines whether the telephone number included in the notification exists in the customer database 104 by the telephone number matching unit 201 (step S805). . If it exists, the process proceeds to step S806, whereas if no telephone number exists, the process proceeds to step S807. In step S806, the telephone number matching unit 201 acquires from the inquiry history database 109 customer information corresponding to the telephone number and, if necessary, past inquiries associated with the customer ID of the customer information. In the present embodiment, it is assumed that the customer name “(share) XX store” corresponding to the telephone number exists.

  In step S807, the inquiry history management unit 202 sets a new inquiry ID and registers a record in the inquiry history database 109. In the present embodiment, appropriate values are stored in the corresponding department code and the corresponding person code of the inquiry history database 109 based on the new inquiry ID “201100201-001” and the identification information of the telephone that has responded. Also, an appropriate value is stored for the start time. Furthermore, when the telephone number included in the notification exists in the customer database 104, an appropriate value is stored in the customer ID based on the acquired customer information. In step S808, the data output unit 203 includes one piece of inquiry history information this time registered in step S807, and optionally telephone support data including customer information, past inquiry history information, and transaction information acquired from the database. Is displayed on the terminal device of each responder.

(Inquiries by primary responders)
When the telephone is connected to the primary responder, the primary responder responds to the user while referring to the inquiry history screen displayed on the terminal device. As shown in FIG. 11 (1), some items displayed on the inquiry history screen are underlined. For these items, detailed information can be viewed by operating the mouse. can do. For example, by selecting a corresponding person, a corresponding person-detailed information screen is displayed, and the extension number of the corresponding person and past inquiry evaluation can be confirmed. Furthermore, a call can be made by selecting an extension number on the responder-detailed information screen. This function is useful when, for example, sending a message to the primary counterpart who is the predecessor after the secondary counterpart has finished dealing with the user. Further, by selecting a customer, a customer-detailed information screen is displayed, and customer information, past inquiry history information, and transaction information can be referred to.

  FIG. 9 is a flowchart showing processing when each responder according to an embodiment of the present invention responds to an inquiry. The primary responder interviews the inquiry content from the user and determines whether the inquiry can be handled by the primary responder (step S901). In the case of an inquiry that can be handled by the primary responder, the primary responder inputs the interviewed content and the response content to the user on the inquiry history screen and presses a registration button in the inquiry history screen. In step S902, the instruction receiving unit 301 receives an inquiry history registration instruction. In step S903, the inquiry history management unit 202 updates the corresponding record in the inquiry history database 109 according to the contents input by the primary responder.

  On the other hand, if it is not an inquiry that can be handled by the primary responder, or if the question is difficult, the flow for preparing to take over to the secondary responder shown in step S904 and thereafter is started. In this embodiment, it is assumed that when the primary responder interviewed the inquiry content, it was found that the inquiry was related to electronic banking (EB) having a specialized inquiry window. For example, when the takeover button on the inquiry history registration screen is pressed, the instruction receiving unit 301 receives the takeover information input instruction and displays the takeover information input screen (step S904). As shown in FIG. 12, the takeover information input screen includes a customer name, an inquirer, a contact address, an inquiry category, an inquiry content, a takeover destination, a ToDo item, a spot ToDo item, and the like. If customer information has been acquired at an arbitrary time before displaying the takeover information input screen (such as by the processing in step S806 or by the primary responder input to the inquiry history screen), the customer of the takeover information input screen The acquired customer name, person in charge name, and telephone number are displayed in the name, inquirer, and contact information, respectively. The primary responder changes the inquirer and contact information on the takeover information input screen as necessary, and inputs the interviewed content into the inquiry content.

  In the inquiry category on the takeover information input screen, a value stored as an inquiry category name in the inquiry database 108 is displayed as an option. When the primary responder operates the mouse or the keyboard to select the inquiry category, in step S905, the instruction receiving unit 301 receives the inquiry category selection by the primary responder. In this embodiment, it is assumed that the primary responder selects the inquiry category “EB”. Here, the inquiry category is linked to one or more takeover departments by the inquiry database 108, and the department linked to the selected inquiry category is displayed in the takeover destination on the takeover information input screen (step S906). ). In this embodiment, as shown in FIG. 12, “EB center” associated with the inquiry classification “EB” is displayed as the takeover destination.

  If necessary, a transferee responder may be further provided on the transfer information input screen so that a list of employees belonging to the transferee department can be displayed and selected. In this embodiment, a department is associated as a takeover destination corresponding to the inquiry category, but an employee corresponding to the inquiry category can also be associated.

  As described above, the ToDo item is managed in association with the inquiry category. For example, as shown in FIG. 7, the inquiry classification code “0001” indicating the inquiry classification “EB” is notified that the ToDo item “EB-related inquiry destination of the ToDo item ID“ E1 ”is the EB service center. "To" and ToDo item ID "E2" of ToDo item "Issued that the inquiry about specific transaction conditions such as a fee is a dealer". Also, by preparing the inquiry category code “0000” indicating the inquiry category “common”, it is possible to set an item to be confirmed regardless of which inquiry category is selected. In the present embodiment, as a common ToDo item, a ToDo item “having confirmed the time limit for answering an inquiry” with a ToDo item ID “C1” is set.

  Accordingly, when the primary responder selects the inquiry category “EB” in step S905, as shown in FIG. 12, the ToDo item on the takeover information input screen includes “response to inquiry” associated with the inquiry category “common”. "Did you confirm the deadline?" And "Did you tell us that your EB-related contact is an EB service center" linked to the inquiry category "EB", "Please contact your dealer for specific transaction conditions such as fees." A total of three "whether it was reported" is displayed (step S907). The primary responder operates the mouse, keyboard, etc., and checks the check box located next to the item name for the items that have already been confirmed by the hearing. In the present embodiment, “whether the EB-related inquiry is from the EB service center” is communicated to the user by the primary responder, so the check box is checked, and other items are unconfirmed. It shall not be checked.

  When there is a ToDo item other than the ToDo item defined in the ToDo item database 110, the responder can input the spot ToDo item on the takeover information input screen. In this embodiment, it is assumed that there is no spot ToDo item, and the primary responder finishes inputting the takeover information input screen and presses the confirm button. In step S908, the instruction receiving unit 301 receives a takeover information confirmation instruction.

  In step S909, the takeover information inspection unit 302 inspects the validity of the item input by the person corresponding to the terminal device. When the contact information is managed as an indispensable input item in the takeover information, a warning message is displayed when the contact information is not input (step S910), so that it is not possible to proceed further. The required input items include at least the takeover destination. Further, in step S911, the handover information checking unit 302 checks the check box of the ToDo item, and if there is an unchecked item, the process proceeds to step S912 and can display a warning message. When the instruction of “OK” is received from the primary responder to the displayed warning message “There is an unconfirmed ToDo item. Do you want to take over as it is?”, The process proceeds to step S913. In step S <b> 913, the instruction receiving unit 301 receives the takeover instruction, and sends the takeover instruction together with the takeover information input to the primary responder on the takeover information input screen to the telephone support server 103. On the other hand, if a “cancel” instruction is received from the primary responder, the process returns to step S908.

(Transfer from primary responder to secondary responder)
FIG. 10 is a flowchart showing the process of taking over from the primary responder to the secondary responder according to the embodiment of the present invention. In step S <b> 1001, the takeover instruction receiving unit 204 receives a takeover instruction from the terminal device, and passes the takeover information received together with the takeover instruction to the inquiry history management unit 202. In step S1002, the inquiry history management unit 202 updates the record of the inquiry history database 109 corresponding to the inquiry ID included in the takeover information. At this time, the values of the inquirer, contact information, inquiry classification, inquiry content, takeover destination, and ToDo item included in the transfer information are the inquirer, contact information, inquiry classification code, inquiry content, takeover of the history database 109, respectively. Stored in the previous department code and ToDo item. The ToDo item included in the takeover information stores a ToDo item ID indicating an unconfirmed ToDo item. In this embodiment, “E2” and “C1” that have not been confirmed by the primary responder are stored, and “E2” and “C1” are stored in the ToDo item of the corresponding record in the inquiry history database 109. Is done.

  In step S1003, the takeover instruction receiving unit 204 switches the connection destination of the call connected to the primary responder's phone to the secondary responder's phone based on the takeover destination information included in the received takeover information. Instruct the PBX 101 via the CTI server 102. The PBX 101 notifies the secondary correspondent telephone 112a of the incoming call (step S1004). When the secondary responder performs a response operation (pressing the reception button, raising the handset, etc.) in response to the notification of the incoming call, the telephone 112a notifies the PBX 101 of the response operation (step S1005). Upon receiving this response operation, the PBX 101 switches the connection destination of the call connected to the primary correspondent telephone 111a to the secondary correspondent telephone 112a (step S1006). In step S1007, the PBX 101 switches the call connection destination to the telephone 112a of the secondary correspondent, and indicates that the information is switched to the telephone support support server 103 via the CTI server 102 (identification of the responding telephone). Information).

  In step S1008, the inquiry history management unit 202 of the telephone support server 103 registers a record in the inquiry history database 109. Here, the inquiry ID is set based on the inquiry ID included in the takeover information. In the present embodiment, “201100201-001-1” is set based on the inquiry ID “201100201-001” included in the takeover information. Thus, by setting the inquiry ID based on the inquiry ID included in the takeover information, even if the responder is changed midway, the information can be managed as a series of inquiries.

  In step S <b> 1009, the inquiry history management unit 202 searches the inquiry history database 109 for an inquiry history necessary for the takeover counterpart. In the present embodiment, a search is performed for a record whose inquiry ID starts from “201100201-001”, which is set when the primary responder receives power, and the inquiry IDs “20100201-001” and “201100201-001-1” are set. Two records are retrieved. In step S1010, the data output unit 203 responds to each of the telephone support data including the retrieved current inquiry history information, and optionally, customer information acquired from the database, past inquiry history information, and transaction information. Display on the user's terminal device.

(Inquiries by secondary responders)
Hereinafter, the inquiry response by the secondary responder will be described in detail, but the same reference numerals are used for portions overlapping with the inquiry response by the primary responder. When the telephone is connected to the secondary responder, an inquiry history screen as shown in FIG. 11B is displayed on the terminal device of the secondary responder. As shown in FIG. 11 (2), the record of the inquiry ID “20110020-001” indicating the inquiry history of the primary responder, and the inquiry ID “201100201-001-1” indicating the inquiry history of the secondary responder. Two items are displayed. In the record indicating the history of the primary responder, the inquiry content, evaluation, audio data, and image data are underlined in addition to the above-described responder and customer.

  By selecting the inquiry content, the inquiry content-detailed information screen is displayed, and the detailed information on the inquiry can be referred to. By selecting the evaluation, the evaluation-detailed information screen is displayed. For example, when the secondary responder interviews the user for the evaluation of the primary responder, it can be fed back to the primary responder after the inquiry is handled. Voice data recorded at the time of the corresponding inquiry history is associated with the voice data, and the voice data can be viewed by selecting the voice data. The image data is associated with a file received from the user while the primary responder is responding to the inquiry, and the file can be referred to by selecting the image data.

  In addition, the record of the second responder is displayed as “Yes” in the ToDo item, and is underlined. The ToDo item is associated with an unconfirmed ToDo item that has not been confirmed by the primary responder, and a ToDo item-detailed information screen is displayed by selecting the ToDo item. In the present embodiment, “has confirmed the deadline for answering the inquiry” and “whether it is informed that the inquiry destination regarding the specific transaction conditions such as the fee is the dealer” is displayed. On the ToDo item-detailed information screen, for example, by pressing an OK button, the inquiry history management unit 202 updates the reference flag of the corresponding record in the inquiry history database 109 to “1” indicating that reference has been made. When the ToDo item has been referred to, “Done” is displayed in the ToDo item of the inquiry history screen. It should be noted that even in the already-referenced state, the underline is drawn, that is, the ToDo item can be referred to again.

  Thus, by providing a reference flag separately from the ToDo item in the inquiry history database, the ToDo item inherited from the primary responder can be retained as a history regardless of whether or not the secondary responder referred to the ToDo item. Can do. Permanently holding information indicating which items are included as ToDo items for the secondary responder by the primary responder can know which responder has confirmed the ToDo item to the user. It is useful because it can.

  The secondary responder interviews the inquiry content from the user, and determines whether the inquiry can be handled by the secondary responder (step S901). In the case of an inquiry that can be handled by the secondary responder, the secondary responder inputs the interview contents and the answer contents made to the user on the inquiry history screen, and presses a registration button in the inquiry history screen. In step S902, the instruction receiving unit 301 receives an inquiry history registration instruction. In step S903, the inquiry history management unit 202 updates the corresponding record in the inquiry history database 109 according to the content input to the secondary responder.

  On the other hand, when a new inquiry is received after the response is made by the secondary responder, for example, when the takeover is further required, the preparation flow for the transfer to the tertiary responder shown in step S904 and subsequent steps is started. In the present embodiment, it is assumed that the secondary responder explained the transfer operation, and received a confirmation request for the execution status of the transfer funds. For example, when the takeover button on the inquiry history registration screen is pressed, the instruction receiving unit 301 receives the takeover information input instruction and displays the takeover information input screen (step S904). Basically, the same contents as the takeover information input screen displayed to the primary responder are displayed, but differ in that an item that has not been confirmed by the primary responder is displayed as the ToDo item. In other words, in this embodiment, “Did you confirm the deadline for answering the inquiry” and “Did you tell that the inquiry about the specific transaction conditions such as the fee is the dealer?” Are displayed as ToDo items. .

  In step S905, the instruction receiving unit 301 receives the selection of the inquiry category by the secondary responder. In this embodiment, it is assumed that the secondary respondent selects the inquiry category “loan”. As shown in FIG. 13, “corporate sales department” associated with the selected inquiry category “loan” is displayed in the takeover destination of the takeover information input screen (step S906). Furthermore, as shown in FIG. 7, the inquiry classification code “0002” indicating the inquiry classification “loan” requires the ToDo item “ToDo item ID“ F1 ”to be pre-examined before starting the transaction. "To tell you that there may be cases where you can't get along" is linked to the ToDo item on the takeover information input screen. "Is it informed that the inquiries regarding general transaction conditions are a store?" Is displayed (step S907).

  The secondary responder operates the mouse, keyboard, etc., and checks the check box located next to the item name for items that have already been confirmed during the interview. In this example, since the secondary respondent has informed the user that “the inquiries regarding the specific transaction conditions such as fees and so on are the dealer”, check the check box and other Since the items in are unconfirmed, they are not checked. The secondary responder finishes the input on the takeover information input screen and presses the confirm button. In step S908, the instruction receiving unit 301 receives a takeover information confirmation instruction.

  In step S909, the handover information checking unit 302 checks the validity of the item input by the secondary counterpart of the terminal device. Further, in step S911, the handover information checking unit 302 checks the check box of the ToDo item, and displays a warning message when there is an unchecked item. If the instruction of “OK” is received from the secondary responder to the displayed warning message “There is an unconfirmed ToDo item. Do you want to take over as it is?”, The process proceeds to step S913. In step S <b> 913, the instruction receiving unit 301 transmits an inquiry ID to the telephone support server 103 along with the takeover instruction, with the inquiry ID added to the takeover information input by the secondary responder on the takeover information input screen. On the other hand, if a “cancel” instruction is received from the secondary responder, the process returns to step S908.

  As described above, when the secondary responder interviews the user for the evaluation of the primary responder while responding to the inquiry, the secondary responder can feed back the evaluation for the primary responder after the inquiry is completed. Specifically, the evaluation of the record with the inquiry ID “201100201-001” indicating the inquiry history of the primary responder displayed on the inquiry history screen is selected, and the evaluation is input on the displayed evaluation-detailed information screen. . For example, the evaluation can be selected from five levels consisting of “1: very bad”, “2: bad”, “3: normal”, “4: good”, and “5: very good” And / or input in free format.

(Transfer from secondary responder to tertiary responder)
FIG. 10 is a flowchart showing a process of taking over from the secondary responder to the tertiary responder according to the embodiment of the present invention. In step S1001, the takeover instruction receiving unit 204 receives the takeover instruction from the terminal device. Then, the handover information received together with the handover instruction is passed to the inquiry history management unit 202. In step S1002, the inquiry history management unit 202 updates the record of the inquiry history database 109 corresponding to the inquiry ID included in the takeover information. At this time, the values of the inquirer, contact information, inquiry classification, inquiry content, takeover destination, and ToDo item included in the transfer information are the inquirer, contact information, inquiry classification code, inquiry content, takeover of the history database 109, respectively. Stored in the previous department code and ToDo item. The ToDo item included in the takeover information stores a ToDo item ID indicating an unconfirmed ToDo item. In the present embodiment, “C1” and “F1” which are not confirmed by the secondary responder are stored in the ToDo item of the corresponding record in the inquiry history database 109.

  In step S1003, the takeover instruction receiving unit 204 switches the connection destination of the call connected to the secondary responder's phone to the tertiary responder's phone based on the takeover destination information included in the received takeover information. Instruct the PBX 101 via the CTI server 102. The PBX 101 notifies the tertiary responder of the telephone 113a that the incoming call is received (step S1004). When the third responder performs a response operation (pressing the reception button, raising the handset, etc.) in response to the notification of the incoming call, the telephone 113a notifies the PBX 101 of the response operation (step S1005). Upon receiving this response operation, the PBX 101 switches the connection destination of the call connected to the secondary correspondent telephone 112a to the tertiary correspondent telephone 113a (step S1006). In step S1007, when the PBX 101 switches the call connection destination to the tertiary support person's telephone 113a, information indicating that the call is switched to the telephone support server 103 via the CTI server 102 (identification information of the responding telephone). Etc.).

  In step S <b> 1008, in the telephone support server 103, the inquiry history management unit 202 registers a record in the inquiry history database 109. As the inquiry ID, “20100201-001-2” is set based on the inquiry ID “201100201-001-1” included in the takeover information. In step S <b> 1009, the inquiry history management unit 202 searches the inquiry history database 109 for an inquiry history necessary for the takeover counterpart. In the present embodiment, a search is performed for a record whose inquiry ID starts from “201100201-001”, which is set when the primary responder receives power, and the inquiry IDs “20100201-001”, “201101001-001”, and Three records having “20100201-001-2” are searched. In step S1010, the data output unit 203 handles each of the telephone response support data including the retrieved current inquiry history information, and optionally, customer information acquired from the database, past inquiry history information, and transaction information. Display on the user's terminal device.

(Correspondence to inquiries by tertiary responders)
In the following, a part overlapping with the inquiry response by the secondary responder will be omitted, and the inquiry response by the tertiary responder will be described in detail. When the telephone is connected to the tertiary responder, an inquiry history screen as shown in FIG. 11 (3) is displayed on the tertiary responder's terminal device. As shown in FIG. 11 (3), the record of the inquiry ID “201100201-001” indicating the inquiry history of the primary responder, the inquiry ID “201100201-001-1” indicating the inquiry history of the secondary responder, and Three cases of inquiry ID “201100201-001-2” indicating the inquiry history of the third responder are displayed.

  The ToDo item of the record of the tertiary responder is displayed as “present” and is underlined. The ToDo item is associated with a ToDo item that has not been confirmed by the primary responder and / or the secondary responder, and the ToDo item-detailed information screen is displayed by selecting the ToDo item. In the present embodiment, “has confirmed the deadline for answering the inquiry” and “whether it is informed that the inquiry destination regarding the specific transaction conditions such as the fee is the dealer” is displayed. On the ToDo item-detailed information screen, for example, when the confirmation button is pressed, the inquiry history management unit 202 updates the reference flag of the corresponding record in the inquiry history database 109 to “1” indicating that reference has been made. When the ToDo item has been referred to, “Done” is displayed in the ToDo item of the inquiry history screen.

  Thereafter, the third responder responds to inquiries from the user in the same manner as the first responder and the second responder. If further takeover is required, the preparation flow to the fourth responder shown in step S904 and subsequent steps can be started, but the takeover flow from the third responder to the fourth responder is This is the same as the flow to take over to the responder.

  As described above, according to the present invention, it is possible to reduce the work load and the work time applied to the inquiry responder by associating and managing the inquiry history related to one inquiry. Along with the reduction of work load and work time on the inquirer, the waiting time at the time of takeover is also reduced. The customer who makes the inquiry only needs to explain the minimum necessary information once in one inquiry, and is freed from the trouble of disclosing duplicate information. In addition, customers who make inquiries are freed from the trouble of receiving redundant explanations of essential communication items related to inquiries.

Claims (8)

A telephone handover system for switching a connection destination of a call connected to a first user's telephone to a second user's telephone,
The telephone takeover system is:
A ToDo item database for storing a ToDo item ID for identifying a matter to be communicated to a customer who is a call connection source in association with the inquiry classification code, and a content of the ToDo item;
An inquiry history database storing an inquiry classification code and a ToDo item in association with the call connection identification information;
When a call is connected to the first user's telephone, unique first call connection identification information is set, a record corresponding to the first call connection identification information is stored in the inquiry history database , and Is connected to the second user's telephone, unique call connection identification information is set, and a record corresponding to the second call connection identification information is stored in the inquiry history database. When,
In response to receiving an input instruction of takeover information from the terminal device of the first user, a list of inquiry classification codes is displayed on the terminal device of the first user,
In response to receiving a selection of one inquiry category code from the list, display the contents of the ToDo item associated with the selected inquiry category code on the first user terminal device;
Of the displayed ToDo items, takeover information including at least a ToDo item ID for identifying a ToDo item to be confirmed after the second user takes over the call and the first call connection identification information, and a call switching instruction A takeover instruction receiving unit that passes the takeover information to the call connection management unit ;
In response to the call switching instruction, the telephone takeover support server comprising: a data output unit that provides a screen for displaying the takeover information on the terminal device of the second user;
A telephone exchange for switching a connection destination of a call connected to the first user's telephone to the second user's telephone based on the takeover information;
The call connection management unit sets the second call connection identification information based on the first call connection identification information, and in response to receiving the takeover information from the takeover instruction receiving unit, In the inquiry history database, the ToDo item ID included in the takeover information is stored in the ToDo item of a record corresponding to the first call connection identification information contained in the takeover information .   The handover information includes at least switching destination information for identifying a switching destination of the call, information for identifying a customer corresponding to the first user in the call, and contents of inquiry of the customer. The system of claim 1. The inquiry history database further stores an evaluation in association with the call connection identification information;
  The call connection management unit
  A record corresponding to the first call connection identification information in response to receiving the first call connection identification information and feedback information indicating an evaluation of the first user from the terminal device of the second user; The system according to claim 1, wherein the feedback information is stored in the evaluation. Call connection management unit is configured to search the query history database or is encoded based on the first call connection identification information,
The data output unit system according to any one of claims 1 to 3, characterized in that to provide a screen for displaying a record that the search. A method for managing call connection information in a telephone takeover system that switches a connection destination of a call connected to a first user's telephone to a second user's telephone,
The telephone takeover system is:
A ToDo item ID for identifying a matter to be conveyed to a customer who is a call connection source in association with the inquiry classification code, a ToDo item database for storing contents of the ToDo item, an inquiry classification code associated with the call connection identification information, and A telephone takeover support server comprising an inquiry history database for storing ToDo items, a call connection management unit, a data output unit, and a takeover instruction receiving unit;
A telephone switchboard and
The method
The telephone switch connects a call to the first user's telephone;
The telephone exchange notifying the call takeover support server of the connection information of the first call;
When the call connection manager connects a call to the first user's telephone, unique call connection identification information is set, and a record corresponding to the first call connection identification information is recorded in the inquiry history. Storing in a database ;
In response to receiving an instruction to input takeover information from the first user terminal device, the takeover instruction receiving unit displaying a list of inquiry classification codes on the first user terminal device;
In response to receiving the selection of one inquiry classification code from the list by the takeover instruction receiving unit, the ToDo associated with the selected inquiry classification code is transmitted to the terminal device of the first user. Displaying the contents of the item;
Of the displayed ToDo items, takeover information including at least a ToDo item ID for identifying a ToDo item to be confirmed after the second user takes over the call and the first call connection identification information, and a call switching instruction And passing the handover information to the call connection management unit ;
The telephone exchange switches a connection destination of a call connected to the first user's telephone to the second user's telephone based on the handover information;
The telephone exchange notifying the telephone handover support server of connection information of a second call;
When the call connection management unit connects a call to the second user's telephone, unique call connection identification information is set, and a record corresponding to the second call connection identification information is recorded in the inquiry history. Storing in a database ;
The data output unit providing a screen for displaying the handover information to the terminal device of the second user;
The call connection management unit sets the second call connection identification information based on the first call connection identification information, and in response to receiving the takeover information from the takeover instruction receiving unit, In the inquiry history database, the ToDo item ID included in the takeover information is stored in the ToDo item of the record corresponding to the first call connection identification information included in the takeover information . The handover information includes at least switching destination information for identifying a switching destination of the call, information for identifying a customer corresponding to the first user in the call, and contents of inquiry of the customer. The method of claim 5 . The inquiry history database further stores an evaluation in association with the call connection identification information;
  The call connection management unit receiving the first call connection identification information and feedback information indicating an evaluation of the first user from the terminal device of the second user;
  The call connection management unit storing the feedback information in an evaluation of a record corresponding to the first call connection identification information;
  The method according to claim 5, further comprising: Call connection management unit, and retrieving are code or the inquiry history database based on the first call connection identification information,
The data output unit, the terminal device of the second user, according to one of claims 5 to 7, further comprising the steps of: providing a screen for displaying a record in which the searched Method.

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