JP5167841B2 - Telephone contact business system - Google Patents

Description

  The present invention relates to a terminal device (hereinafter referred to as a terminal device) used by an operator who performs a telephone service in a call center telephone service as a customer consultation service, a sales telephone service for sales promotion of a product, a dunning telephone service for urging payment of a charge, etc. In particular, the present invention relates to a telephone communication business system that periodically makes a telephone call to a specific target person such as a debtor (hereinafter referred to as a specific target person).

  In the past, operators used telephones at call centers to receive product orders, respond to product defects from customers, conduct sales, and conduct surveys. With the development of computer systems, CTI (Computer Telephony Integration) technology, which is a technology that integrates telephones into computers, was born. Operators wear headsets (combined microphones and headphones) that connect to operator terminal devices. It has become possible to make a call with a customer by making a direct call from a terminal device, or to make a call with a customer by making an incoming call directly from an operator terminal device. By using this CTI technology, the operator operates the operator terminal device while talking to the customer via the operator terminal device, or the customer information of the operator terminal device is automatically set by the outgoing call number or the incoming call number. It is displayed on the display, and the operator can input the request contents, questions, and answers as needed to the operator terminal device by operating the keyboard while viewing the display. , Which led to improved customer satisfaction. An integrated customer service system including CTI technology is called CRM (Customer Relationship Management).

  Here, the dunning telephone service is different from the call center sales service or the sales telephone service as a customer consultation window, and in many cases, the telephone call is regularly made to a specific target person who is the same partner. In particular, if you become an addict who is overdue for payment, you may make more than 10 calls per month to a specific subject.

  On the other hand, the conventional debt and debt information management system sequentially stores information obtained when a servicer telephone operator or a negotiator negotiates with a debtor as negotiation history data. The negotiation history data is accumulated in association with the debtor. When it is found that a plurality of obligors assigned different unique identifiers are actually the same person, information relating these plural obligors is added, and thereafter, the persons are treated as the same person. However, the negotiation history data accumulated so far is effectively used without being deleted (see, for example, Patent Document 1).

  Further, a telephone device having a conventional automatic answering function stores a family information table in which a telephone number of a call partner and family information of the call partner are stored in association with each other, and means for acquiring a caller's telephone number when a call is received Means for acquiring the voice of the other party, means for identifying the individual of the other party from the telephone number of the caller and the voice of the other party with reference to the family information table, and the identification of the other party And automatic response means for making a response corresponding to the other party of the call identified by the means (see, for example, Patent Document 2).

In this way, in a conventional computer telephony system such as a receivable-liability information management system or a telephone device equipped with an automatic response function, the record negotiated with the other party is managed as history information, and at the time of the next negotiation Generally, a system is constructed so that history information can be referred to and a negotiation can be performed smoothly. In particular, except for mobile communication devices such as mobile phones and personal handyphone systems (PHS), when calling a specific target person's home or work, the specific target person does not always answer the phone. For example, a code representing a call partner is set in advance, and a code corresponding to the call partner actually making a call is recorded, such as “1 person, 2: spouse, 3: parent,. In addition, as past history information, information such as “when, with whom, what kind of content has been made” is displayed in a list on the display of the operator terminal device.
Japanese Patent Laid-Open No. 2002-342566 JP 2005-5899 A

  A conventional computer telephony system calls a specific target person, and relates to the specific target persons such as family members, friends, bosses, subordinates, colleagues and office workers including the specific target persons (hereinafter referred to as specific target persons). If the number of negotiations with the other party (referred to as “side”) is small, it is possible to relatively quickly confirm the other party who has made a call in the past.

  However, when the number of negotiations with the call partner on the specific target person side increases, there is a problem that it is impossible to immediately recognize a call partner who has called in the past or a person existing on the specific target person side.

  In particular, there is a problem that the operator misunderstands that the other party is the specific target person and communicates the dunning content to a person other than the specific target person, such as the parent of the specific target person, and falls under a confidentiality duty violation. there were.

Moreover, the operator misunderstood that the other party is the specific target person and communicated the situation to a child under the age of 18 and there was a problem that the operator was in violation of the ordinance relating to the loan business.
In addition, while obtaining information in advance (hereinafter referred to as sensitive information) that may harm the mood of a specific target person such as death, divorce, or separation due to past calls, the same thing can be done again. There was a problem that complaints were made because the call partner was offended.

  The present invention has been made to solve the above-described problems. It is possible to immediately confirm a call partner who has made a call in the past or a person existing on the specified target side, and a person who is a call partner by an operator. It provides a telephone contact system that can minimize the difference as much as possible.

This telephone contact service system stores display means for displaying customer information and history information, and a call partner input screen pattern storage in which screen patterns for storing family relationships of specific target persons and / or subordinate relationships in the workplace are stored. Means, attribute information reflection condition storage means for storing conditions for reflecting the attribute information of the specific target person in the customer information in the screen pattern, and harming the mood of the specific target person in the customer information the becomes sensitive information, the sensitive information reflecting condition storage means conditions to reflect the screen pattern is stored, the conditions are stored in the attribute information and the attribute information reflecting condition storage means and / or the sensitive information and the based on the conditions stored in the sensitive information reflecting condition storage means, in family relationships or workplace specific subject by processing the screen pattern Graphically the genus relationship, the calling party input screen creation means for outputting to said display means, in which comprises a.

Thus, display means for displaying customer information and history information, call partner input screen pattern storage means for storing screen patterns for schematizing the family relationship of the specific target person and / or subordinate relationships in the workplace, Attribute information reflection condition storage means for storing conditions for reflecting the attribute information of the specific target person in the customer information on the screen pattern, and sensitive information that will harm the specific target person side in the customer information and a sensitive information reflecting condition storage means conditions to reflect the screen pattern is stored, conditions and / or the sensitive information and the sensitive information reflecting stored in the attribute information and the attribute information reflecting condition storage means based on the conditions stored in the condition storage means, schematized dependencies in family relationships or workplace specific subject by processing the screen pattern And the other party input screen creating means for outputting to the display means, thereby making it possible to reveal the person existing as the specific target person side and to suppress the difference between the operator and the other party as much as possible. Play. In addition, there is an effect that sensitive information about a person existing on the specific target person side can be made explicit and an operator can be prevented from making an uncomfortable question.

  This telephone contact business system is a diagram in which the screen pattern for schematizing the family relationship of the specific target person excludes the name portion from the family tree showing the parent-child relationship by connecting individual names with lines.

  Thus, the screen pattern for diagramming the family relationship of the specific target person is a diagram that excludes the name portion in the family tree showing the parent-child relationship by connecting individual names with lines. There is an effect that the operator's family relationship can be easily grasped by the operator, and the difference between the operator and the other party can be suppressed as much as possible.

  This telephone contact business system is an organization chart in which the screen pattern for diagrammatically showing the dependency relationship of the specific target person in the workplace shows the dependency relationship by connecting individual names with lines in the vertical and horizontal directions centering on the specific target person FIG. 3 is a diagram excluding the name portion.

  In this way, the screen pattern for diagrammatically showing the dependency relationship in the workplace of the specific target person in the organization chart showing the dependency relationship by connecting individual names with lines in the vertical and horizontal directions centering on the specific target person, By removing the name portion, it is possible for the operator to easily grasp the dependency relationship of the specific target person in the workplace, and the effect that the operator can avoid the difference between the call partner and the person as much as possible.

  In this telephone contact service system, the call partner input screen creation means extracts information on a call partner on the side of a specific target person who answers the phone call from the operator based on the history information, and the screen pattern The part corresponding to the call partner in is changed in color and displayed on the display means.

  In this way, the call partner input screen creation means extracts information on the call partner of the specific target person who answers the phone call from the operator based on the history information, and the call in the screen pattern By discoloring the part corresponding to the other party and displaying it on the display means, it is possible to reveal the other party who has called in the past, and to identify the person who is surely present on the specified target side. There is an effect that it is possible to suppress as much as possible the difference between people.

  In this telephone communication business system, the call partner input screen creation means calculates a ratio of the number of times the specific target person side answers the actual number of the call partner on the basis of the history information, and the number of times exceeding the ratio is calculated. Extracting information on the other party who answered the call, and changing the part corresponding to the other party in the screen pattern to a different color from the part corresponding to the other party and displaying it on the display means. .

  In this way, the call partner input screen creation means calculates the ratio of the number of times that the specific target person has made a call to the actual number of call partners based on the history information, and answers the number of calls exceeding the ratio. By extracting the information on the other party and displaying the part corresponding to the other party in the screen pattern in a color different from that corresponding to the other party and displaying it on the display means. As a result, it is possible to identify a person having a high call frequency on the side, and to minimize the difference between the operator and the other party.

Here, the present invention can be implemented in many different forms. Therefore, it should not be interpreted only by the description of the following embodiment.
In the embodiment, the system will be mainly described. However, as will be apparent to those skilled in the art, the present invention can also be implemented as a program and method usable in a computer. In addition, the present invention can be implemented in hardware, software, or software and hardware embodiments. The program can be recorded on any computer-readable medium such as a hard disk, CD-ROM, DVD-ROM, optical storage device, or magnetic storage device. Furthermore, the program can be recorded on another computer via a network.

(First embodiment of the present invention)
1 is an overall system configuration diagram for explaining a telephone contact business system according to the present embodiment, FIG. 2 is a hardware configuration diagram of an operator terminal device according to the present embodiment, and FIG. 3 is a telephone contact business system shown in FIG. FIG. 4A is an explanatory diagram for explaining customer information stored in the database server shown in FIG. 3, and FIG. 4B is stored in the database server shown in FIG. FIG. 5A is an explanatory diagram for explaining history information, FIG. 5A is an explanatory diagram for explaining a telephone contact table stored in the call partner input screen pattern storage means shown in FIG. 3, and FIG. FIG. 5C is an explanatory diagram for explaining the attribute information table stored in the attribute information reflection condition storage unit shown in FIG. 3, and FIG. 5C explains the sensitive information table stored in the sensitive information reflection condition storage unit shown in FIG. FIG. 6A is an explanatory diagram for explaining an example of a transmission screen displayed on the display means shown in FIG. 3, and FIG. 6B is a call partner input displayed on the display means shown in FIG. FIG. 7A is an explanatory diagram for explaining an example of a screen, FIG. 7A is an explanatory diagram for explaining an example of a screen pattern stored in the other party input screen pattern storage means shown in FIG. 3, and FIG. 7A is an explanatory diagram for explaining an example in which the customer information of the specific target person is reflected in the screen pattern shown in FIG. 7A. FIG. 7C shows the history information of the specific target person in the screen pattern shown in FIG. FIG. 8A is an explanatory diagram for explaining a reflected example, FIG. 8A is an explanatory diagram for explaining another example of a screen pattern stored in the call partner input screen pattern storage means shown in FIG. 3, and FIG. Is a screen pattern shown in FIG. 8A reflecting the customer information of the specific target person. FIG. 9 is an explanatory diagram for explaining still another example of the screen pattern stored in the calling party input screen pattern storage means shown in FIG. 3, and FIG. 10 is a telephone contact service shown in FIG. It is a flowchart which shows the process sequence by a system.

  As shown in FIG. 1, an operator terminal device 10, a database server 20, a private branch exchange 30, a CTI server 40, and a user terminal device 100 are provided on the telephone contact service system according to the present embodiment. The private branch exchange 30 and the user terminal device 100 are connected to a communication network 200 such as a general subscriber line or an IP network. The operator terminal device 10, the database server 20, the private branch exchange 30, and the CTI server 40 are connected to each other via a private communication network 300 (LAN: Local Area Network) and can communicate with each other. A person skilled in the art can appropriately design the network configuration. For example, a network configuration via a wide area network (WAN) can be constructed. In addition, network devices such as HUBs and routers are appropriately arranged.

  As shown in FIG. 2, the operator terminal device 10 is a general-purpose computer. The hardware configuration includes a CPU (Central Processing Unit) 10a, a main memory 10b such as a DRAM (Dynamic Random Access Memory), and an external storage device. From an HD (Hard Disk) 10c, a display 10d as a display device, a keyboard 10e and a mouse 10f as input devices, a LAN card 10g as an expansion card for connection to a network, a removable drive 10h such as a CD-ROM drive, etc. Become.

  The database server 20 and the CTI server 40 also have the same hardware configuration as the operator terminal device 10. Here, even if it is a general-purpose computer, it is desirable to use a large-sized general-purpose computer having higher specifications than the personal computer for the database server 20 and the CTI server 40. As a specific configuration of a large-scale general-purpose computer, a server rack is provided with a rack mount server with a plurality of CPUs, a hard disk cabinet, a backup cabinet, a UPS (Uninterruptible Power Supply), a display with a mound stand, and a keyboard 10e. It is.

  The operator terminal device 10 is provided with a sound card (not shown), and a headset including a headphone for outputting sound data and a microphone for inputting sound data is connected to a terminal of the sound card.

  Hereinafter, components that function in a call state with a call operation to call a specific target person from an operator and a call state with the specific target person side, which is a characteristic operation part of the telephone contact business system according to the present embodiment Only the components that function in the inbound business or the outbound business in the state excluding the call state and the call state are the same configuration and operation as the existing computer telephony system. Illustration and description are omitted.

  The database server 20 has a database composed of customer information 21 and history information 22 described later. A person skilled in the art can appropriately change the configuration of the database, and can construct the database using a data model other than the relational database.

  The customer information 21 is information related to the specific target person. As shown in FIG. 4A, the customer information 21 includes at least a specific target person ID serving as a key for linking to the history information 22 described later, the home of the specific target person. Telephone number, telephone number of the specific target person's office, mobile phone number of the specific target person, telephone number of the specific target person's home, attribute information of the specific target person, and sensitive information of the specific target person Are associated with each other. Examples of the attribute information include information such as the gender, age, occupation, wedding calendar, or the presence of children of the specific target person. Moreover, as sensitive information, information, such as a dead person by the side of a specific object person, a divorce, or a separated person, is mentioned, for example.

  The history information 22 is information related to a telephone contact service with the specific target person, and as shown in FIG. 4B, the specific target person recorded in the customer information 21 described above is linked by the specific target person ID. The number of calls with the specific target person, the date and time of the call, the telephone contact, the call partner, and the call contents are associated with each other.

  The input means 1 is a keyboard 10e and a mouse 10f which are input devices. In the display screen shown in FIG. 6 displayed on the display means 2 described later, for example, the mouse pointer is moved using the mouse 10f, and “home” is displayed. Each operation can be selected by clicking the mouse 10f on the "Work" or "Mobile" button. In particular, when the telephone number is directly input, the telephone number can be input using the keyboard 10e.

  The display means 2 is a display 10d which is a display device, and is currently supported such as contents inputted by an operator such as inquiry contents or order contents from a customer, or personal information of a customer who is currently dealing, past order contents or correspondence contents. Information about the customers inside is displayed. Further, as shown in FIG. 6, a screen for selecting a telephone contact and a call partner is also displayed.

  The transmission unit 3 displays the transmission signal to the customer selected by the input unit 1 or directly to the telephone number directly displayed on the display unit 2 based on the customer information 21 stored in the database server 20. .

  As shown in FIG. 5A, the call partner input screen pattern storage means 4 is a telephone contact (for example, home, work place, site, home, dormitory, or mobile phone) when calling a specific target person. In addition, a screen pattern for graphically representing a relationship surrounding a specific target person by a person who is supposed to answer a call is stored.

  It should be noted that the family relation screen corresponds as a screen pattern corresponding to the telephone contact home and the home, and this family relation screen is a screen pattern for diagrammatically showing the family relation of the specific target person as shown in FIG. As shown to (a), it is a figure except the said name part in the family tree which connects a person's name with a line and shows parent-child relationship. This family tree is intended only for the generation who is likely to be alive who can answer the phone at home or at home, and the ancestor is within the same degree of kinship (area A in FIG. 7 (a)) and there are two genus. It is preferably a diagram showing the relationship of direct relatives within the kinship (region C in FIG. 7A).

  In addition, the family tree shown in FIG. 7 sets the number of blocks (number of children) for which a relationship to a specific target person (person) is set based on a general family structure. Set appropriately according to the specifications of the company that introduces the liaison business system.

  In addition to the family tree, the screen pattern shown in FIG. 7 has blocks of “relative”, “neighbor”, and “friend”, but relatives, neighbors, or friends appear on the phone at home or at home. It is rare, and this block is not always necessary, and is appropriately set according to the specifications of the company or the like that introduces the telephone contact service system according to the present invention. Similarly, “FAX” and “pet present” blocks are provided, but they are not directly related to the present invention, and are appropriately set according to the specifications of the company that introduces the telephone contact service system according to the present invention. To do.

  In addition, as a screen pattern corresponding to work, field and dormitory, which is a telephone contact, the workplace / friend relationship screen supports this, and this workplace / friend relationship screen charts the dependent relationships in the workplace of a specific target person. As shown in FIG. 8 (a), a screen pattern for doing this is a diagram excluding the name portion in an organization chart in which individual names are connected by lines in the vertical and horizontal directions centering on a specific target person. It is.

  Furthermore, as a screen pattern corresponding to a mobile phone as a phone contact, a mobile screen is supported. As shown in FIG. 9, the phone contact is personally owned by a specific person as shown in FIG. "Personal mobile phone" indicating that the mobile phone is a mobile phone, "Corporate mobile phone" indicating that the phone contact is a mobile phone distributed by the company at work, and the phone contact is a prepaid mobile phone (pay in advance) This is a screen showing the type of mobile phone that is a telephone contact such as “temporary mobile phone” indicating that the mobile phone can be temporarily used, such as a mobile phone of a type.

  The attribute information reflection condition storage unit 5a stores a table that relates to logic for editing the components of the screen pattern stored in the call partner input screen pattern storage unit 4 according to the customer attribute.

  That is, the attribute information reflection condition storage unit 5 a stores conditions for reflecting the attribute information of the specific target person in the customer information 21 on the screen pattern stored in the call partner input screen pattern storage unit 4. For example, in the attribute information reflection condition storage unit 5a, as shown in FIG. 5B, conditions are set corresponding to sex, age, occupation, marriage (marital calendar), and child (presence / absence).

  That is, as the first condition stored in the attribute information reflection condition storage means 5a, the sex of the specific target person is on the left side in the relationship with the spouse in the family tree in the case of men, and in the case of women The position is determined as the right side in relation to the spouse in the family tree.

  In addition, as a second condition, when the age of the specific target person is 70 years old or more, it is set as the territory A of the family tree (see FIG. 7 (a)), and in the 30s to 60s In the case, the region B of the same generation in the family tree (see FIG. 7 (a)), and in the case of the 20s or younger, the ancestor region C (see FIG. 7 (a)) in the family tree is specified in the family tree. Determine the location of the subject. Note that the age group of the specific target person may be determined according to the age and occupation of the specific target person, and the upper and lower positions of the specific target person may be determined.

As a third condition, when the specific target person is unmarried, the identification information indicating the spouse in the family tree is deleted.
As a fourth condition, when the specific target person has no children, the identification information indicating the children in the family tree is deleted.

  The sensitive information reflection condition storage unit 5b stores conditions for reflecting the sensitive information in the customer information 21 to the screen pattern stored in the call partner input screen pattern storage unit 4. For example, as shown in FIG. 5C, the sensitive information reflecting condition storage unit 5b is set with conditions corresponding to death (dead), divorce (divorce), and separation (separate person).

  That is, as a first condition stored in the sensitive information reflecting condition storage unit 5b, a display (for example, a cross (×) mark) that can be recognized as a dead person with respect to identification information indicating a relationship between the dead and a specific target person. Display).

  In addition, as a second condition, the divorce relationship can be recognized with respect to a line connecting the identification information indicating the relationship between the divorced person and the specific target person and the identification information indicating the relationship between the divorced person and the specific target person. Display (for example, display of a cross (x) mark).

  In addition, as a third condition, the separation relationship can be recognized with respect to a line connecting the identification information indicating the relationship with the specific target person with respect to the separate person and the identification information indicating the relationship with the specific target person with respect to the spouse of the separate person. Display (for example, “separate” display).

  For example, as shown in FIG. 6A, the outgoing screen pattern storage means 6 directly displays the customer information and history information of the specific target person, the part where the telephone contact information of the specific target person can be selected, and the telephone number directly. Stored are a part that can be input, a part that can select a call partner input screen pattern, and a screen pattern that includes a call button.

  The call partner input screen creation means 7 uses the attribute information and / or sensitive information of the customer information 21 and the conditions stored in the attribute information reflection condition storage means 5a and / or the conditions stored in the sensitive information reflection condition storage means 5b. Based on this, the screen pattern stored in the call partner input screen pattern storage unit 4 is processed to diagram the family relationship of the specific target person or the subordinate relationship in the workplace and output it to the display unit 2. If the telephone contact is the mobile phone of the specific target person, the screen pattern of the mobile screen stored in the call partner input screen pattern storage means 4 is output to the display means 2.

  Further, the call partner input screen creating means 7 extracts information on the call partner of the specific target person who answers the phone call from the operator based on the history information 22 of the telephone contact work with the specific target person, With respect to the screen pattern of the family relationship of the specific target person or the dependent relationship in the workplace, which is a diagram obtained by processing the screen pattern stored in the call partner input screen pattern storage means 4, the portion corresponding to the call partner is discolored. It is displayed on the display means 2.

  Further, the call partner input screen creation means 7 calculates the ratio of the number of calls made to the specific target person side with respect to the actual number of the call partner based on the history information 22 of the telephone contact work with the specific target person. The information of the other party who answered the number of calls exceeding the number of calls is extracted, and the screen pattern stored in the call partner input screen pattern storage means 4 is processed and schematized. For the screen pattern, the part corresponding to the other party is changed to a color different from the part corresponding to the other party and displayed on the display means 2.

The outgoing screen creation means 8 processes the screen pattern stored in the outgoing screen pattern storage means 6 on the basis of the customer information 21 and the history information 22 of the specific target person, and displays it as a outgoing screen corresponding to the specific target person. Output to 2.
The history information adding means 9 records information on the other party and the content of the call obtained by the call with the specific target person input by the input means 1 in the history information 22 and adds the history.

Next, a processing procedure by the telephone contact business system according to the present embodiment will be described with reference to FIG.
First, the operator uses the input means 1 of the operator terminal device 10 to select a specific target person (step S1). In addition, in the following description, it demonstrates using the example which selected the customer (refer FIG. 4A) whose specific target person ID is A as a specific target person.

  The transmission screen creation means 8 acquires the customer information 21 (see FIG. 4A) of the specific target person from the database server 20 by the input signal from the input means 1, and also specifies the specific target in the customer information 21 of the specific target person. The history information 22 (see FIG. 4B) associated with the person ID is acquired from the database server 20 (step S2).

  Then, the outgoing screen creation means 8 processes the screen pattern stored in the outgoing screen pattern storage means 6 based on the acquired customer information 21 and history information 22, and sends the outgoing screen corresponding to the specific target person (FIG. 6 ( a) is created and displayed on the display means 2 (step S3). In this case, the history information 22 is expanded on the outgoing call screen, and at the same time, the telephone contact information and attribute information capable of making a telephone contact with the specific target person for whom the telephone number is set based on the customer information 21. And develop sensitive information.

  Here, the operator uses the input means 1 on the outgoing screen displayed on the display means 2 to select the telephone contact of the specific target person (here, home, work or mobile phone). ●) Then, a transmission operation is performed in which the mouse pointer is placed on the “transmission” button and the mouse 10f is clicked (step S4). In addition, when a call operation is performed by directly inputting a telephone number of a specific target person using the input means 1, a screen pattern (here, a family relationship screen, a workplace / friend relationship screen or a mobile screen) is selected. After (●), you can click the “Call” button.

As described above, when the “call” button is clicked, the operator terminal device 10 performs a dialing operation and starts preparations for editing a call partner input screen (to be described later) that pops up on the call screen.
The call partner input screen creation means 7 determines whether or not a telephone contact is designated (the telephone contact is selected) based on the outgoing operation by the input means 1 (step S5).

  If it is determined in step S5 that a telephone contact is designated, the call partner input screen creation means 7 reads the call partner input screen pattern storage means 4 from the telephone contact information specified in step S4. The corresponding screen pattern for each telephone contact (here, the family relationship screen (see FIG. 7A)) is automatically selected to determine the basic screen (step S6).

If it is determined in step S5 that the telephone contact is not designated, the call partner input screen creating means 7 uses the call partner input screen pattern manually selected in step S4 as the call partner input screen pattern. Obtained from the storage means 4 (step S7). And it progresses to step S8 mentioned later.
Then, the call partner input screen creation means 7 determines whether or not the attribute information is included in the customer information 21 acquired in step S2 (step S8).

  If it is determined in step S8 that the customer information 21 includes the attribute information, the call partner input screen creation unit 7 determines whether the customer information 21 includes the attribute information table condition stored in the attribute information reflection condition storage unit 5a. The attribute information is reflected and edited in the screen pattern determined in step S6 or step S7 which is the basic screen of the other party input screen (step S9).

  Here, since the specific target person (specific target person ID = A) selected in step S1 is 40 years old and the occupation is a company employee, the conditions according to “age” and “profession” in the attribute information table Thus, it is determined to arrange in the region B of the same generation (see FIG. 7A). Further, since the gender is male, it is determined to be arranged on the left side in relation to the spouse in the family tree according to the condition based on “gender” in the attribute information table. That is, the identification information (here, “person”) indicating the specific target person (specific target person ID = A) is the left side of the region B of the same generation in the name part of the family tree, as shown in FIG. Set to

  Further, with reference to the position of the identification information of the specific target person (here, “person”), as shown in FIG. 7B, the relationship with the specific target person is placed at the corresponding position in the name part of the family tree. Identification information (here, “spouse (wife)”, “father”, “mother”, “father-in-law”, “father-in-law”, “child 1”, “spouse” of child 1, child 1 and ("Grandchild", "child 2", "spouse" of child 2 and "grandchild" child between child 2 and spouse) are arranged in the basic form of parents and children respectively. Set.

  Further, since the specific target person (specific target person ID = A) selected in step S1 has a marriage calendar (married), the identification indicating the spouse of the specific target person according to the condition of “marriage” in the attribute information table. The information (here, “spouse (wife)”) is set as it is without being deleted. That is, if the specific target person does not have a marriage calendar (unmarried), the identification information indicating the spouse of the specific target person (here, “spouse (wife)”) will be deleted. With the deletion of “wife”, the identification information “child 1”, “child 2”, “spouse”, and “grandchild” (the tree of “spouse (wife)”) that indicates the relationship with the specific target person is Will be deleted.

  Furthermore, since the specific target person (specific target person ID = A) selected in step S1 has one child, the specific target person as shown in FIG. The identification information (here, “child 2”) indicating the second child of the person is deleted, and with the deletion of “child 2”, “child 2” is identification information indicating the relationship with the specific target person. "," Spouse "and" grandchild "(" child 2 "tree) will be deleted.

If it is determined in step S8 that no attribute information is included in the customer information 21, the process proceeds to step S10 described later.
Then, the call partner input screen creation means 7 determines whether or not sensitive information is included in the customer information 21 acquired in step S2 (step S10).

  If it is determined in step S10 that the customer information 21 contains sensitive information, the call partner input screen creating means 7 is based on the conditions of the sensitive information table stored in the sensitive information reflecting condition storing means 5b. The screen pattern determined in step S6 or S7, which is the basic screen of the call partner input screen, is edited by reflecting sensitive information (such as dead, divorce or separation), etc. (step S11).

  Here, the specific target person (specific target person ID = A) selected in step S1 is identified by the identification information (here, the specific target person) according to the condition of “death” in the sensitive information table because the father has died. , “Principal”) is processed by adding a cross (×) mark to the frame of identification information (here “Father”) indicating the father of the specific target person at a higher position.

If it is determined in step S10 that the customer information 21 does not contain sensitive information, the process proceeds to step S12 described later.
Then, the call partner input screen creating means 7 determines whether or not the telephone contact is made in the past and a call is made with the specific target person side (step S12).

  In step S12, if it is determined that a call has been made in the past, the call partner input screen creation means 7 is determined from the history information 22, and the call partner on the side of the specific target person who has a call record, specifies the call frequency is high. Color arrangement processing for identifying the call partner on the subject side is performed on the screen pattern determined in step S6 or step S7, which is the basic screen of the call partner input screen (step S13).

  That is, the call partner input screen creation means 7 extracts information on the call partner on the side of the specific target person who answers the phone call from the operator based on the history information 22 of the telephone contact work with the specific target person, With respect to the screen pattern of the family relationship of the specific target person or the dependent relationship in the workplace, which is a diagram obtained by processing the screen pattern stored in the call partner input screen pattern storage means 4, the portion corresponding to the call partner is discolored. It is displayed on the display means 2.

  Here, as shown in FIG. 4B, as a call partner whose telephone contact is “home” in the history information 22, “wife”, “child”, “person”, and “mother” have the call results. It can be extracted as a call partner of a specific target person side. For this reason, as shown in FIG. 7C, the frames of “person”, “spouse (wife)”, “mother” and “child 1” are discolored (for example, gray).

  Further, the call partner input screen creation means 7 calculates the ratio of the number of calls made to the specific target person side with respect to the actual number of the call partner based on the history information 22 of the telephone contact work with the specific target person. The information of the other party who answered the number of calls exceeding the number of calls is extracted, and the screen pattern stored in the call partner input screen pattern storage means 4 is processed and schematized. For the screen pattern, the part corresponding to the other party is changed to a color different from the part corresponding to the other party and displayed on the display means 2.

  Here, as shown in FIG. 4 (b), the telephone contact in the history information 22 is the call partner of “home”, “wife” is twice, “child” is once, and “person” is once. , "Mother" is talking as a single call, and the number of calls made to the target person's side for the actual number of callers (here, four persons: the principal, wife, child, and mother) (5 times) is calculated as 1.25 times, and “wife” can be extracted as the call partner who answered the number of calls exceeding the rate. For this reason, as shown in FIG. 7C, the frame of the “spouse (wife)” changes in a color different from the frames of the “person”, “mother”, and “child 1” (for example, red) Color scheme).

If it is determined in step S12 that the telephone call has not been made in the past, the process proceeds to step S14 described later.
Then, the call partner input screen creation means 7 processes and edits the screen pattern (see FIG. 7A) determined in step S6 or step S7, which is the basic screen of the call partner input screen, through steps S6 to S13. The completed screen (see FIG. 7C) is popped up on the transmission screen in the display means 2 (see FIG. 6B, step S14).

Then, the operator is the input means 1 to the button corresponding to the call partner on the completion screen popped up in step S7, with the call partner information obtained in the call state when the call with the specific target person side starts. Place the mouse pointer on the mouse 10f and click. As a result, the history information adding means 9 adds the number of calls, the date and time of the call, the telephone contact information, and the call partner as a new case in the history information 22 (step S15). Further, the history information adding means 9 records the call contents in the history information 22 by inputting information on the call contents obtained in the call state using the keyboard 10 e of the input means 1. .
Then, the processing by the telephone contact business system according to this embodiment is terminated.

  As described above, in the telephone contact business system according to the present embodiment, when a call is made to a specific target person, the person on the other party who has called in the past or the person existing as the specific target person side is displayed on the display. It is possible to confirm after clarifying the relationship with the specific target person, and there is an effect that it is possible to suppress the difference between the operator and the other party as much as possible.

[Appendix] The following appendices are further disclosed with respect to the embodiment including the above examples.
(Additional remark 1) It is provided with the operator terminal device which the operator who performs telephone contact work with respect to a specific target person uses, and the database server in which the customer information regarding the specific target person and the history information about the telephone contact work are stored. In a telephone communication business system, a call partner input screen pattern in which display means for displaying the customer information and history information and a screen pattern for diagrammatically showing the family relationship and / or the subordinate relationship in the workplace of the specific target person are stored Stored in the storage means, the attribute information reflection condition storage means for storing the condition information for reflecting the attribute information of the specific target person in the customer information in the screen pattern, and the attribute information and attribute information reflection condition storage means The screen pattern is processed based on the conditions to determine A telephone contact service system comprising: a call partner input screen creation means that is diagrammatically output to the display means.

(Additional remark 2) The said call other party input screen is provided with the sensitive information reflection condition storage means in which the condition for reflecting the sensitive information which will harm the mood of the specific object person side in the said customer information in the said screen pattern is stored, The creation means processes the screen pattern based on the attribute information, the sensitive information, and the conditions stored in the sensitive information reflection condition storage means to diagram the family relationship of the specific target person, and outputs to the display means A telephone contact system characterized by

(Supplementary note 3) The screen pattern for diagramming the family relationship of the specific target person is a diagram excluding the name portion in the family tree showing the parent-child relationship by connecting individual names with lines. Phone contact business system.

(Supplementary Note 4) The attribute information includes gender and age information of a specific target person, and the family tree is a diagram showing a relationship of direct relatives in which the ancestor is in the first degree and the ancestry is in the second degree. , The condition stored in the attribute reflection condition storage means is the left side in the relationship with the spouse in the family tree in the case of a male for the sex of the specific target person, and the family tree in the case of a female In the relationship with the spouse in the right side, if the age of the specific target person is over 70's, it will be the territory of the family tree, and in the case of the 30's to 60's A condition for determining the position of a specific target person in the family tree as a region of the same generation in the family tree and as a obscene area in the family tree when the age is 20 or younger, and the call partner input screen creation means Is the attribute Based on the conditions stored in the information and attribute information reflection condition storage means, the identification information indicating the specific target person is set at the corresponding position in the name part of the family tree, and the position of the identification information of the specific target person is set. A telephone reminder system, wherein identification information indicating a relationship with the specific target person is respectively set at a corresponding position in the name part of the family tree as a reference.

(Additional remark 5) The said attribute information has the marriage calendar of a specific subject person and the information of the presence or absence of a child, and the conditions stored in the said attribute reflection condition storage means are the said house when the specific subject person is unmarried The identification information indicating the spouse in the genealogy is deleted, and the identification information indicating the child in the genealogical tree is deleted when the specific target person does not have a child, and the call partner input screen creation means includes the attribute A telephone contact service system, wherein identification information indicating spouses and children is deleted based on conditions stored in information and attribute information reflection condition storage means.

(Additional remark 6) The said sensitive information has information on a dead person, a divorce person, and a separate person, and the conditions stored in the said attribute reflection condition storage means show the relationship with the specific target person with respect to the said dead person For the line connecting the identification information indicating the relationship with the specific target person for the divorce and the identification information indicating the relationship with the specific target person for the spouse of the divorce There is a separation relationship with respect to the line connecting the identification information indicating the relationship with the specific target person with respect to the separate person and the identification information indicating the relationship with the specific target person with respect to the spouse of the separate person with a display that can recognize the divorce relationship Recognizable display conditions, the caller input screen creation means is based on the attribute information and sensitive information and the conditions stored in the sensitive information reflection condition storage means, the dead, divorce relationship and other Telephone reminder business system, characterized in that displaying the relationship on the display means.

(Supplementary note 7) In the organization chart in which the screen pattern for schematizing the dependency relationship in the workplace of the specific target person shows the dependency relationship by connecting individual names with lines in the vertical and horizontal directions around the specific target person. A telephone communication service system characterized by a figure excluding the name part.

(Additional remark 8) The said other party input screen preparation means extracts the information of the other party's call party who answered the telephone from the operator based on the history information, and the call in the screen pattern A telephone reminding business system, wherein a portion corresponding to a partner is discolored and displayed on the display means.

(Supplementary Note 9) Based on the history information, the call partner input screen creation means calculates a ratio of the number of times the specific target person has made a call to the actual number of the call partner, and answers the number of calls exceeding the ratio. The information on the other party is extracted, and the portion corresponding to the other party in the screen pattern is displayed in the display means with a color different from that corresponding to the other party. Reminder business system.

1 is an overall system configuration diagram for explaining a telephone contact business system according to an embodiment. FIG. It is a hardware block diagram of the operator terminal device which concerns on this embodiment. It is a block diagram which shows the system configuration | structure of the telephone contact business system shown in FIG. (A) is explanatory drawing for demonstrating the customer information stored in the database server shown in FIG. 3, (b) is explanatory drawing for demonstrating the historical information stored in the database server shown in FIG. is there. (A) is explanatory drawing for demonstrating the telephone contact table stored in the other party input screen pattern storage means shown in FIG. 3, (b) is stored in the attribute information reflection condition storage means shown in FIG. FIG. 5C is an explanatory diagram for explaining the sensitive information table stored in the sensitive information reflection condition storage unit shown in FIG. 3. (A) is explanatory drawing for demonstrating an example of the transmission screen displayed on the display means shown in FIG. 3, (b) is for demonstrating an example of the other party input screen displayed on the display means shown in FIG. It is explanatory drawing of. (A) is explanatory drawing for demonstrating an example of the screen pattern stored in the other party input screen pattern storage means shown in FIG. 3, (b) is a screen pattern shown in FIG. It is explanatory drawing for demonstrating an example which reflected customer information, (c) is explanatory drawing for demonstrating an example which reflected the specific target person's historical information in the screen pattern shown in FIG.7 (b). (A) is explanatory drawing for demonstrating the other example of the screen pattern stored in the other party input screen pattern storage means shown in FIG. 3, (b) is a specific object in the screen pattern shown in FIG. 8 (a). It is explanatory drawing for demonstrating an example reflecting a customer's customer information. It is explanatory drawing for demonstrating the further another example of the screen pattern stored in the other party input screen pattern storage means shown in FIG. It is a flowchart which shows the process sequence by the telephone contact business system shown in FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Input means 2 Display means 3 Sending means 4 Call partner input screen pattern storage means 5a Attribute information reflection condition storage means 5b Sensitive information reflection condition storage means 6 Call screen pattern storage means 7 Call partner input screen creation means 8 Call screen creation means 9 History information adding means 10 Operator terminal device 10a CPU
10b Main memory 10d Display 10e Keyboard 10f Mouse 10g LAN card 10h Removable drive 20 Database server 21 Customer information 22 History information 30 Private branch exchange 40 CTI server 60 30's to 100 User terminal device 200 Communication network 300 Local communication network

Claims (5)

A telephone communication service system comprising an operator terminal device used by an operator who performs a telephone communication service for a specific target person, and a database server storing customer information related to the specific target person and history information related to the telephone contact service. In
Display means for displaying the customer information and history information;
A call partner input screen pattern storage means for storing a screen pattern for diagramming the family relationship of the specific target person and / or the subordinate relationship in the workplace;
Attribute information reflection condition storage means for storing conditions for reflecting the attribute information of the specific target person in the customer information to the screen pattern;
Sensitive information reflecting condition storage means for storing conditions for reflecting sensitive information on the customer information side in the customer information to the screen pattern,
Based on the condition information and the condition stored in the attribute information reflection condition storage means and / or the condition stored in the sensitive information and the sensitive information reflection condition storage means, the screen pattern is processed to specify the family of the specific target person A call partner input screen creating means for graphically representing a relationship or a subordinate relationship in the workplace and outputting to the display means;
A telephone communication business system characterized by comprising: In the telephone communication business system according to claim 1,
The telephone contact service characterized in that the screen pattern for diagramming the family relationship of the specific target person is a diagram excluding the name portion in the family tree showing the parent-child relationship by connecting individual names with lines. system. In the telephone communication business system according to claim 1,
The screen pattern for diagrammatically showing the dependency relationship of the specific subject in the workplace excludes the name portion in the organization chart showing the dependency relationship by connecting individual names with lines in the vertical and horizontal directions centering on the specific subject. A telephone communication service system characterized by being a diagram. In the telephone communication business system according to any one of claims 1 to 3,
Based on the history information, the call partner input screen creation means extracts information on a call partner on the specific target person who answers the phone call from the operator, and corresponds to the call partner in the screen pattern. A telephone prompting business system characterized in that a part is discolored and displayed on the display means. In the telephone communication business system according to claim 4,
Based on the history information, the call partner input screen creation means calculates a ratio of the number of times the specific target person answers the call to the actual number of call partners, and the number of the call partner who answered the number of calls exceeding the ratio A telephone prompting service system, wherein information is extracted, and a portion corresponding to the other party in the screen pattern is displayed in the display means with a color different from that corresponding to the other party.

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