JP5267625B2 - IP call center system and control method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system that is capable of allocating and connecting an appropriate number of operator terminals so as not to cause a large variation among servers. <P>SOLUTION: A call center system that is connected with an operator system having an operator terminal processing unit and an operator telephone processing unit comprises a first processing unit, a second processing unit, and a third processing unit. The first and second processing units include interface units to be connected with external telephones. The third processing unit performs call control between the first and second processing units and the operator telephone processing unit, receives a first log-on signal from the operator terminal processing unit, and transmits a second log-on signal to the first processing unit when a value indicating the connection state of a voice path between the first processing unit and the operator telephone processing unit is smaller than a value indicating the connection state of a voice path between the second processing unit and the operator telephone processing unit. Then, the first processing unit receives the second log-on signal to establish a first voice path between the first operating unit and the operator telephone processing unit. <P>COPYRIGHT: (C)2012,JPO&amp;INPIT

Description

The present invention relates to an IP call center system and a control method. For example, when a plurality of servers exist, an operator telephone is automatically assigned to each server so that a voice path can be connected.

  Conventionally, in an IP call center business, for example, a PD (Predictive Dial Ring) business, the server selects an operator (and hence an operator telephone) to be received after answering an external terminal, and selects by call control using a call control protocol such as SIP. Since the operator telephone and the server are connected to establish a voice path between the outside line terminal and the operator telephone for the first time, the connection time is long.

  Note that predictive dialing is a method in which, in a call center that performs telemarketing, questionnaire surveys, and the like, a call center server automatically makes a call based on customer information, and only connected calls are connected to an operator telephone.

  For this reason, in the IP call center system described in Patent Document 1, when the operator terminal logs on to the IP call center system, a voice path between the server and the operator telephone is established in advance, and after confirming the response of the external terminal, The server can connect the outside line terminal and the operator telephone simply by switching the voice path internally, and the time until the voice path is established is shortened.

JP 2006-80603 A

  However, in the conventional system, when there are a plurality of servers in one IP call center system, it is necessary for an operator to manually specify a server for connecting an operator telephone and a voice path.

  For this reason, if the number of operator telephones that connect voice paths for each server is greatly biased, a large number of operator telephones that connect voice paths have a large number of standby operator telephones. With a small number of servers, there was a situation where the number of operator telephones was insufficient with respect to the number of connected external line terminals.

  In servers where the number of operator telephones connected to the voice path is insufficient, there is a new external terminal until a standby operator telephone is generated even though there are standby operator telephones in other servers. And the operator telephone cannot be connected, and the time until the voice path is established may become long.

  In addition, even if the number of external terminals connected to a specific server is greatly biased during the operation of PD services, the number of operator telephones in standby is increased in a server with a small number of external terminals to be connected. In a server with a large number of servers, there are cases where the number of operator telephones to be connected is insufficient, and the time until the establishment of a voice path may become longer.

Therefore, there is a demand for an IP call center system and a control method that can automatically allocate and connect an appropriate number of operator terminals (operator telephones) to each server so that there is no large bias for each server.

A first aspect of the present invention is an IP call center system connected to an operator system having an operator terminal processing unit and an operator telephone processing unit. (1) The IP call center system includes a first processing unit, a second processing unit, and a second processing unit. (2) The first processing unit and the second processing unit have an interface unit for connecting to an external telephone. (3) The third processing unit is connected to the first processing unit. Call control between the operator telephone processing unit, call control between the second processing unit and the operator telephone processing unit, (4) the third processing unit (4-1) A first log-on signal is received from an operator terminal processing unit; (4-2) first information indicating a value of a voice path connection status between the first processing unit and the operator telephone processing unit; 2 processing units and the operation A second logon signal is transmitted to the first processing unit when the second information indicating the value of the connection status of the voice path with the data telephone processing unit is smaller than (5) the first processing unit (5-1) receiving the second logon signal; (5-2) establishing a first voice path between the first processing unit and the operator telephone processing unit ; (6) the third In the processing unit, the fourth information indicating the value of the connection status between the second processing unit and the external terminal is smaller than the third information indicating the value of the connection status between the first processing unit and the external terminal. Sometimes, the first voice path is changed to a second voice path between the second processing unit and the operator telephone processing unit .

According to a second aspect of the present invention, there is provided a control method for an IP call center system connected to an operator system having an operator terminal processing unit and an operator telephone processing unit. (1) The IP call center system includes a first processing unit and a second processing unit. And (2) the first processing unit and the second processing unit each include an interface unit connected to an external telephone, and (3) the third processing unit includes the first processing unit and the third processing unit. Performing a call control between one processing unit and the operator telephone processing unit, and performing a call control between the second processing unit and the operator telephone processing unit, and (4) the third processing unit, (4-1) A first logon signal is received from the operator terminal processing unit, and (4-2) a first value indicating a voice path connection status value between the first processing unit and the operator telephone processing unit. 1 information A step of transmitting a second logon signal to the first processing unit when it is smaller than the second information indicating the value of the connection status of the voice path between the processing unit and the operator telephone processing unit; And (5-1) receiving the second logon signal, and (5-2) establishing a first voice path between the first processing unit and the operator telephone processing unit. (6) The fourth information indicating the value of the connection status between the second processing unit and the external terminal is the value of the connection status between the first processing unit and the external terminal. The first voice path is changed to a second voice path between the second processing unit and the operator telephone processing unit when the third information is smaller than the third information .

According to the present invention, it is possible to provide an IP call center system in which an appropriate number of operator terminals can be allocated and connected to each server such that there is no large bias among the servers.

It is a block diagram which shows the functional structure of the IP call center system of 1st Embodiment. It is a block diagram which shows the example of a functional structure of the operator system of 1st Embodiment. It is a figure which shows the table structure of the MSG server connection management information of 1st Embodiment. It is a figure which shows the table structure of the operator system connection management information of 1st Embodiment. It is a figure which shows the table structure of the MSG server external line response information of 1st Embodiment. It is a figure which shows the table structure of ID information for PD duties of 1st Embodiment. It is a sequence diagram which shows operation | movement of the login process of the operator system of 1st Embodiment. It is a sequence diagram which shows the operation | movement of the logoff process of the operator system of 1st Embodiment. It is a sequence diagram which shows operation | movement of PD work process of 1st Embodiment. It is a sequence diagram which shows the operation | movement which changes the connection of the operator system of 2nd Embodiment to another MSG server. It is the flowchart which showed the operation | movement which searches the operator system which changes the connecting point of 2nd Embodiment.

(A) First Embodiment A first embodiment of an IP call center system and control method according to the present invention will be described below with reference to the drawings .

(A-1) Configuration of the First Embodiment FIG. 1 is a block diagram showing a functional configuration of the IP call center system of the first embodiment.

  The IP call center system 1 according to the first embodiment is roughly composed of a call center server system 2 that provides a call center function and an operator system 3 that uses the call center server, and includes all servers in the IP call center system. The terminals are connected to the LAN 4 and perform data communication with each other using IP packets.

  The call center server system 2 includes an MSG (message) server 21, a CM (call management) server 22, and an RM (resource management) server 23.

  Two or more MSG servers 21 can be installed on one call center server system 2, and in this embodiment, the following description will be made with two MSG servers 21a and MSG server 21b as an example.

  The MSG servers 21a and 21b have GWs 21c and 21h, messaging processing units 21d and 21i, call control processing units 21e and 21j, business processing units 21f and 21k, and communication control processing units 21g and 21l, respectively.

  The GWs 21 c and 21 h have a function of internally switching and connecting a voice path between the external terminal 6 and the operator terminal 32 and are connected to the telephone network / IP network 5.

  The communication control processing units 21g and 21l mainly have a function of performing IP communication with other servers and the like and a function of transmitting and receiving a call IP packet with an operator telephone, and are connected to the LAN 4.

  The messaging processing units 21d and 21i mainly have an automatic voice response (IVR) function, a unified function that integrates messages sent and received through various routes such as telephone, FAX, and e-mail, and manages them centrally. .

  The call control processing units 21e and 21j mainly have an automatic incoming call distribution (ACD) function, determine the correspondence between voice paths of the outside line terminal 6 and the operator telephone 32, and perform communication control processing units 21g and 21l, GW 21c, It performs functions such as controlling the operation of 21h.

  The business processing units 21f and 21k have a function of performing judgment processing necessary for call center business on the MSG servers 21a and 21b, for example, judgment of start or interruption of PD business.

  The CM server 22 includes a communication control processing unit 22a, an operator system logon processing unit 22b, and a call control processing unit 22c.

  The communication control processing unit 22a mainly has a function of performing IP communication with other servers and is connected to the LAN 4.

  The operator system logon processing unit 22b has a function of transmitting an IP packet for controlling operations of the operator system 3, the MSG server 21, and the RM server 23 when the operator system 3 logs on to the call center server system 2.

  The call control processing unit 22c mainly has an automatic incoming call distribution (ACD) function, determines the association between the operator telephone 32 and the MSG server 21, and sends an IP packet for controlling the operation to the corresponding operator telephone 32 and the MSG server 21. It has a function to transmit.

  The RM server 23 mainly stores various data necessary for the operation of the IP call center system 1 and has a function of responding to and updating data with respect to reference and update of data from other servers. And a database unit 23b.

  The communication control processing unit 23 a mainly has a function of performing IP communication with other servers and is connected to the LAN 4.

  The database unit 23b mainly stores data related to the usage status of the MSG server 21 and the operator system 3, and has a function of responding and updating data in response to reference and update of data from other servers.

  The database unit 23b stores information such as MSG server connection management information 23c, operator system connection management information 23d, MSG server external line response information 23e, and PD business ID information 23f.

  As shown in FIG. 3, the MSG server connection management information 23c displays MSG server information 301 for displaying the IP address or computer name of each MSG server 21 and the number of operator systems 3 connected to each MSG server 21. It is a table which has the operator system connection number 302 to do.

  As shown in FIG. 4, the operator system connection management information 23d includes operator PC information 401 for displaying the IP address or computer name of each operator PC 31, and the IP address or computer of the MSG server 21 to which each operator system 3 is connected. It is a table which has the connection destination MSG server information 402 which displays a name.

  As shown in FIG. 5, the MSG server external line response information 23e includes MSG server information 501 for displaying the IP address or computer name of each MSG server 21, and the external line terminal 6 to which the corresponding MSG server 21 connects the voice path. This is a table having an external line response number 502 indicating the number of lines.

  As shown in FIG. 6, the PD business ID information 23 f is a table having ID information 602 such as a customer name 601 to be transmitted in the PD business and its telephone number.

  The call center operator system 3 is a terminal used by an operator in the call center, and includes an operator PC 31 and an operator telephone 32.

  The operator PC 31 is an information processing apparatus such as a personal computer, and includes a communication control processing unit 31a and a user interface unit 31b.

  The communication control processing unit 31 a has a function of performing IP communication with other servers and is connected to the LAN 4. The user interface unit 31b controls screen output to the operator, keyboard and mouse input operations from the operator, and the like.

  The operator telephone 32 is a so-called IP telephone, and has a function of receiving a control signal from the CM server 22 and connecting the voice path to the MSG server 21 via the LAN 4 to allow the operator to make a call.

  The operator telephone 32 may be configured to connect to the operator PC 201 via an interface such as a USB as in the operator telephone 202 of FIG. 2 and to connect to the LAN 203 via the communication control processing unit 201a of the operator PC 201. The operator telephone 202 may be only a voice input / output device such as a handset or a headset, and an execution part of a function related to call control may be a function of the operator PC 201 (so-called soft phone).

(A-2) Operation of the First Embodiment Next, various operations (control method of the embodiment) of the IP call center system of the first embodiment having the above-described configuration will be described.

(A-2-1) Logon Processing FIG. 7 shows the flow of processing when the operator system 1 logs in to the call center server system 2.

  When the operator performs a logon operation on the user interface unit 31b of the operator PC 31, a logon request is notified from the operator PC 31 to the CM server 22 (S701).

  At this time, the CM server 22 makes an inquiry about the connection status to the RM server 23 in order to confirm the connection status of all the MSG servers 21 by the operator system logon processing unit 22b (S702).

  In response to the connection status inquiry from the CM server 22, the RM server 23 returns the contents of the MSG server connection management information 23c for the MSG server 21 by the database unit 23b (S703).

  In the first embodiment, the operator system connection number 302 of the MSG server 21a that the RM server 23 answers to the CM server 22 is X, the operator system connection number 302 of the MSG server 21b is Y, and X is a number smaller than Y. In what follows, the following explanation will be given.

  In the CM server 22, the operator system logon processing unit 22 b identifies the MSG server 21 having the smallest number of operator system connections 302 and determines the connection destination of the corresponding operator system 3.

  Here, since there are two MSG servers, the MSG server 21a and the MSG server 21b, as the MSG server 21, the operator system connection numbers 302 are X and Y, respectively, and X is smaller than Y. Therefore, the MSG server 21a The number of operator system connections 302 is the smallest and is determined as a connection server (S704).

  The CM server 22 notifies the RM server 23 of an MSG server connection management information update request, and the RM server 23 updates the MSG server connection management information 23c by the database unit 23b (S705). Here, the CM server 22 notifies the RM server 23 that the operator PC 31 connects to the MSG server 21a, and the RM server 23 sets the MSG server information 301 in the MSG server connection management information 23c to be the MSG server 21a. The operator system connection number 302 corresponding to is updated to X + 1.

  Next, the CM server 22 makes a logon request to the MSG server 21a determined as the connection MSG server by the operator system logon processing unit 22b (S706).

  At this time, the MSG server 21a makes a call request to the CM server 22 by the call control processing unit 21e (S707), and the CM server 22 makes a call request to the operator telephone 32 by the call control processing unit 22c (S708). .

  The operator telephone 32 automatically makes a call response to the call request from the CM server 22 (S709), and the CM server 22 sends a call response to the MSG server 21a by the call control processing unit 22c (S710). .

  Upon receiving the outgoing response, the MSG server 21a notifies the CM server 22 of the completion of logon (S711) and establishes a voice path with the operator telephone 32 (S712).

  The CM server 22 notified of the completion of the logon notifies the RM server 23 of an operator system connection management information update request by the operator system logon processing unit 22b, and the RM server 23 creates a database unit 23b based on the notified information. Thus, the connection destination MSG server information 402 of the corresponding operator system 3 is updated to change to the IP address or computer name of the MSG server 21a (S713).

  Next, the CM server 22 notifies the operator PC 31 of the completion of logon (S714), and the series of logon operations to the call center server system 2 of the operator system 3 is completed.

(A-2-2) Logoff Processing FIG. 8 shows the flow of processing when the operator system 1 logs off from the call center server system 2.

  Here, the following description will be made on the assumption that the logoff process is started from the logged-on state in which the logon process in step S714 is completed (S801).

  When the operator performs a logoff operation on the user interface unit 31b of the operator PC 31, a logoff request is notified from the operator PC 31 to the CM server 22 (S802).

  At this time, the CM server 22 uses the operator system logon processing unit 22b to inquire the connection information as to which MSG server 21a, 21b the operator PC 31 is connected to the RM server 23 (S803). Referring to the operator system connection management information 23d, the connection destination MSG server information 402 of the corresponding operator PC 31 is returned to the CM server 22 (S804). Here, since the corresponding operator PC 31 is connected to the MSG server 21a, the RM server 23 returns the IP address or computer name of the MSG server 21a to the CM server 22.

  The CM server 22 to which the answer is given notifies the log-off request of the operator PC 31 to the MSG server 21a by the operator system logon processing unit 22b (S805). At this time, the MSG server 21a cancels the voice path to the corresponding operator telephone 32 by the call control processing unit 21e, and notifies the CM server 22 of a disconnection request (S806), and the CM server 22 By 22c, the operator telephone 32 is notified of the disconnection request (S807).

  The operator telephone 32 notified of the disconnection request disconnects the voice path with the MSG server 21a and notifies the CM server 22 of the disconnection completion (S808), and the CM server 22 uses the call control processing unit 22c to transmit the MSG server 21a. Is notified of disconnection completion (S809).

  Thereby, the MSG server 21a notifies the CM server 22 of logoff completion (S810).

  The CM server 22 notified of the completion of the logoff performs an operator system connection management information update notification to the RM server 23 by the operator system logon processing unit 22b, and the RM server 23 is based on the notification from the CM server 22. The database unit 23b updates the corresponding connection destination MSG server information 402 in the operator system connection management information 23d with the parameter indicating the “not connected” state (S811).

  Further, the CM server 22 notifies the RM server 23 that the MSG server connection management information 23c is updated by the operator system logon processing unit 22b, and the RM server 23 is based on the notification from the CM server 22. Then, the database unit 23b updates the value of the operator system connection number 302 corresponding to the MSG server 21a in the MSG server connection management information 23c by subtracting 1 from X + 1 to X (S812).

  Then, the CM server 22 notifies the operator PC 31 of logoff by the operator system logon processing unit 22b (S813), and completes a series of logoff processing.

(A-2-3) PD Work FIG. 9 shows an operation when the PD work is performed in the IP call center system 1. Note that FIG. 9 illustrates an operation when a call is made from the MSG server 21a to the external terminal 6 in the PD service.

  When there is a standby operator system 3 in which the voice processing path is connected to the MSG server 21a and the voice path is not connected to the external line terminal 6 by the business processing unit 21f of the MSG server 21a, the MSG server 21a PD business is started (S901).

  Here, the following description will be made assuming that the PD job is started from the state where the logon processing in step S714 in FIG. Since the operator system 3 in the state where the logon processing in step S714 has been completed is connected to the MSG server 21a and the voice path and is not connected to the external terminal 6 and the voice path, the MSG server 21a. Satisfies the requirements for starting PD services.

  The MSG server 21a requests the RM server 23 for ID information such as a telephone number of a call destination in the PD business by the business processing unit 21f (S902). On the other hand, the RM server 23 uses the database unit 23b. Thus, a notification of replying the data of the PD business ID information 23f is made (S903).

  The MSG server 21a transmits to the external terminal 6 via the telephone network / IP network 5 based on the data of the PD business ID information 23f acquired from the RM server 23 (S904). When the MSG server 21a detects a response from the corresponding external line terminal 6 (S905), a voice path is established between the MSG server 21a and the external line terminal 6 (S906).

  Then, the MSG server 21a notifies the RM server 23 that the external line response has been made (S907), and the RM server 23 corresponds to the MSG server information 501 of the MSG server external line response information 23e by the database unit 23b. Update is performed by adding 1 to the number of external line responses 502 of the item (S908).

  Thereafter, the MSG server 21a performs a process of selecting the notification destination operator system 3 by the call control processing unit 21e (S909). As a selection method of the notification destination operator system 3, for example, a method of selecting the operator system 3 having the longest standby state that is not connected to an outside line terminal can be cited.

  The MSG server 21a raises an incoming call notification to the operator PC 31 of the selected operator system 3 (S910), and when the operator of the operator PC 31 that receives it processes the incoming call response in the user interface unit 31b, the operator PC 31 Then, an incoming call response is made to the MSG server 21a (S911).

  The MSG server 21a to which the incoming call response is given performs switching processing for connecting the voice path between the external line terminal 6 and the operator telephone 32 by the GW 21c (S912), and the voice path between the external line terminal 6 and the operator telephone 32 is performed. Is established (S913).

  In such a state, when the call state between the operator telephone 32 and the external line terminal 6 is terminated and the external line terminal 6 notifies the MSG server 21a that the call has been disconnected (S914), the MSG server 21a notifies the operator PC 31. A disconnection notification is sent to the server (S915).

  Further, the MSG server 21a performs switching processing for releasing the voice path between the operator telephone 32 and the external terminal 6 by the GW 21c (S916), and again the voice path between the operator telephone 32 and the MSG server 21a only. The process returns to the established state (S917).

  Then, the MSG server 21a notifies the RM server 23 that the voice path has been disconnected from the external line terminal 6 (S918), and the RM server 23 receives the MSG server information 501 of the MSG server external line response information 23e by the database unit 23b. The external line response number 502 corresponding to the MSG server 21a is updated by subtracting 1 (S919).

  The IP call center system 1 repeatedly performs the above operation in PD work.

(A-3) Effects of First Embodiment According to the IP call center system of the first embodiment, the following effects can be achieved.

  In the first embodiment, when a PD service is performed in the IP call center system 1, when there are a plurality of connection destination MSG servers 21, the operator system connection number 302 is referred to, and the value of the operator system connection number 302 is the smallest. A voice path can be established between the MSG server 21 and the operator telephone.

  As a result, when the operator system 3 is logged on, the voice path to the operator telephone can be connected to each MSG server 21 (21a, 21b) without a large bias. Therefore, in the specific MSG server 21 (21a, 21b) Due to the shortage of operator telephones 32 to be connected, it is possible to reduce the length of time until the voice path is established between the external line terminal 6 and the operator telephone 32.

(B) Second Embodiment Next, a second embodiment of the IP call center system and control method according to the present invention will be described with reference to the drawings.

(B-1) Configuration of Second Embodiment Since the IP call center system of the second embodiment has almost the same hardware configuration as that of the first embodiment, description thereof is omitted .

  In the IP call center system 1 of the first embodiment described above, when the operator system 3 starts the logon process to the call center server system 2, the operator system logon processing unit 22b of the CM server 22 is based on the information of the RM server 23. The MSG server 21 is automatically assigned, and the assigned MSG server 21 and the operator telephone 32 are connected by voice path.

  In the IP call center system 1 of the second embodiment, after the operator system 3 completes the log-on process to the call center server system 2, the CM server 22 automatically establishes a connection with the MSG server 21 based on the information of the RM server 23. This is different from the first embodiment in that a combination of operator systems 3 is assigned and the MSG server 21 and operator telephone 32 of the combination are changed in voice path connection.

(B-2) Operation of Second Embodiment Next, a characteristic operation (control method of the embodiment) of the IP call center system of the second embodiment having the above configuration will be described.

  FIG. 10 shows a procedure for changing the MSG server 21 to which the operator telephone 32 connects the voice path based on the information in the database unit 23b of the RM server 23 after the operator system 3 completes the logon process in the IP call center system 1. It is shown. Here, the following description will be given on the assumption that the operation starts from the state where the logon processing of step S714 in FIG. 7 is completed and the voice path is established with the MSG server 21a (S1001).

  The CM server 22 performs connection destination change operator search processing by the operator system logon processing unit 22b (S1002).

  FIG. 11 is a diagram showing details of the connection destination change operator search process in the CM server 22.

  The CM server 22 inquires about the information of the MSG server external line response information 23e to the RM server 23, and the RM server 23 returns the information of the MSG server external line response information 23e to the CM server 22 by the database unit 23b (S1101). . Further, the CM server 22 inquires about the information of the MSG server connection management information 23c to the RM server 23, and the RM server 23 returns the information of the MSG server connection management information 23c by the database unit 23b (S1102).

  Based on the information acquired from the RM server 23, the CM server 22 performs a search process for the presence / absence of the MSG server 21 in which the number of external line responses is greater than a predetermined number. If not, the process is interrupted for a predetermined time (S1107), and the process returns to the above-described process of step S1101 (S1103).

  In the search processing of the MSG server 21 in step S1103, for example, when the number of surplus operators obtained by the following equation (1) is less than a certain number from information related to a certain MSG server 21, “the number of outside line responses is greater than a predetermined number. It is determined that there are many MSG servers 21 ”.

Number of surplus operators = operator system connection number 302−external line response number 502 (1)
Based on the information acquired from the RM server 23, the CM server 22 performs a search process for the presence / absence of the MSG server 21 in which the number of external line responses is less than a predetermined number. If it exists, the CM server 22 proceeds to the next process. After the process is interrupted for a certain time (S1107), the process returns to the process of step S1101 described above (S1104).

  In the search process of the MSG server 21 in step S1104, for example, when the number of surplus operators calculated by the above equation (1) is a certain number or more from information related to a certain MSG server 21, “the number of external line responses is less than a predetermined number. MSG server 21 ".

  The CM server 22 uses the operator system logon processing unit 22b to select the operator system 3 for changing the connection destination MSG server 21 from the operator systems 3 connected to the corresponding MSG server 21 in the search process in step S1103. (S1105). As a processing method for selecting the operator system 3, for example, an operator connected to the MSG server 21 having the largest number of surplus operators determined by the above formula (1) from among the MSG servers 21 corresponding to the search processing in step S1104. In the system 3, there is a method of selecting the operator system 3 having the longest standby time that is not connected to the external line terminal 6.

  In the following description, it is assumed that the operator system 3 belonging to the MSG server 21a is selected in the process of selecting the operator system 3 in step S1105.

  The CM server 22 uses the operator system logon processing unit 22b to perform a process of selecting the MSG server 21 that is the destination of the operator system 3 selected in step S1105 from the MSG server 21 corresponding to the search process in step S1104 (S1106). ).

  As a processing method for selecting the MSG server 21 here, for example, the MSG server 21 having the smallest number of surplus operators determined by the above equation (1) is selected from the corresponding MSG servers 21 in the search processing in step S1103. A method is mentioned.

  In the following description, it is assumed that the MSG server 21b is selected in the process of selecting the MSG server 21 in step S1106.

  Thus, the connection change operator search process (FIG. 11) in step S1002 is completed. Thereafter, the call center server system 2 selects the MSG in which the operator system 3 connected to the MSG server 21a selected in the process in step S1105 is selected in step S1106. An operation for changing the connection destination to the server 21b is performed.

  The CM server 22 notifies the MSG server 21a of an instruction to disconnect the voice path of the corresponding operator telephone by the operator system logon processing unit 22b (S1003).

  Thereby, the MSG server 21a releases the voice path connection with the corresponding operator telephone 32 by the call control processing unit 21e (S1004), and notifies the CM server 22 of a disconnection request (S1005).

  The CM server 22 notified of the disconnection request notifies the operator PC 31 that the MSG server 21 to be connected is changed from the MSG server 21a to the MSG server 21b by the operator system logon processing unit 22b (S1006). Further, the CM server 22 notifies the corresponding operator telephone 32 of a voice path disconnection request by the call control processing unit 22c (S1007).

  As a result, the operator telephone 32 disconnects the voice path and notifies the CM server 22 of the disconnection completion (S1008).

  The CM server 22 notified of the disconnection completion notifies the MSG server 21a that the disconnection of the voice path of the corresponding operator telephone 32 has been completed by the call control processing unit 22c (S1009). Also, the CM server 22 requests the RM server 23 to update the MSG server connection management information, and the RM server 23 uses the database unit 23b to create the MSG server connection management information 23c based on the content of the notification from the CM server 22. Is updated (S1010). In this update, the RM server 23 updates the operator system connection number 302 corresponding to the MSG server 21a in the MSG server connection management information 23c by subtracting 1 from X + 1, and updates the MSG server information 301 to MSG. The operator system connection number 302 corresponding to the server 21b is incremented by 1 and updated to Y + 1.

  The CM server 22 notifies the MSG server 21b to log on the corresponding operator system 3 through the operator system logon processing unit 22b (S1011).

  The MSG server 21b to which this request is given notifies the CM server 22 of a call request of the corresponding operator telephone 32 by the call control processing unit 22j (S1012), and the CM server 22 receives the corresponding call by the call control processing unit 22c. A call request is notified to the operator telephone 32 (S1013).

  Accordingly, the corresponding operator telephone 32 notifies the CM server 22 of the outgoing response (S1014), and the CM server 22 notifies the MSG server 21b of the response by the call control processing unit 22c (S1015).

  The MSG server 21b that has received the response notification notifies the CM server 22 of the completion of logon (S1016), thereby establishing a voice path between the MSG server 21b and the operator telephone 32 (S1017).

  The CM server 22 notifies the RM server 23 of an operator system connection management information update request, and the RM server 23 receives the operator system connection management information 23d by the database unit 23b based on the content of the notification from the CM server 22. Update (S1018). In the update at this time, the RM server 23 updates the information of the corresponding connection destination MSG server information 402 to the IP address or the computer name of the MSG server 21b.

  The CM server 22 notifies the operator PC 31 of the completion of the connection destination change (S1019), and the change processing of the connection destination MSG server 21 of the operator system 3 is completed.

  Thereafter, the IP call center system 1 repeats the operations from step S1002 to step S1019.

(B-2) Effects of the Second Embodiment As described above, in the second embodiment, when there are a plurality of MSG servers 21 when performing a PD operation or the like, the corresponding operator system connection for each MSG server 21 By referring to the number 302 and the external line response number 502, the connection destination of the operator system 3 can be automatically changed from the MSG server 21 having the external line response number 502 less than the predetermined number to the MSG server 21 having the predetermined number.

  By repeating this, the number of operator telephones 32 to be dynamically connected can be adjusted according to the number of external line terminals 6 connected to each MSG server 21, so that the operator connected in a specific MSG server 21 can be adjusted. Longer voice path establishment between the external terminal 6 and the operator telephone 32 due to the shortage of the telephone 32 can be mitigated.

(C) Other Embodiments The present invention is not limited to the above-described embodiments, and may further include modified embodiments as exemplified below.

(C-1) The configurations of the IP call center system of the first embodiment and the IP call center system of the second embodiment may be combined.

  As a result, when the operator system 3 starts the logon process, the operator telephones 32 are allocated and connected to the respective MSG servers 21 without a large bias, and after the logon process is completed, the external line terminal 6 of each MSG server 21 is connected. The operator telephone 32 can be dynamically allocated and connected according to the number of connections.

(C-2) The first and second embodiments are related to the PD business in the IP call center system, but the same operation is performed in an inbound manner such as receiving a telephone order from another business, for example, a customer. It may be used for business.

  For inbound work in the conventional IP call center system, after a call from the outside line terminal 6 arrives at the MSG server 21, the CM server 22 selects a specific operator system 3 and calls the MSG server 21 using a call control protocol such as SIP. Since it is possible to make a call only after the voice path of the operator telephone 32 is established, it takes a long time until the voice path is established between the outside line terminal 6 and the operator telephone 32 after receiving the call.

  On the other hand, if the technical idea of the IP call center system according to the present invention is applied, an appropriate number of operator telephones 32 are connected to each MSG server 21 in advance so that there is no large deviation, and a call from the external terminal 6 is sent to the MSG server 21. A voice path can be established between the outside line terminal 6 and the operator telephone 32 simply by performing an operation of switching inside the MSG server 21 after receiving the incoming call.

(C-3) In the first embodiment, in the IP call center system 1, when there are a plurality of connection destination MSG servers 21, the operator system connection number 302 is referred to, and the value of the operator system connection number 302 is the smallest. A voice path is established between the MSG server 21 and the operator telephone.

  Here, as in the second embodiment, as a selection condition of the MSG server 21 to which the operator telephone set 32 is connected, the MSG server 21 having an external line response number 502 larger than a predetermined number or the MSG server having the largest external line response number 502. 21 may be connected.

(C-4) In the second embodiment, in the IP call center system 1, when there are a plurality of MSG servers 21, the number of external line responses is referred to by referring to the operator system connection number 302 and the external line response number 502 for each MSG server 21. The connection destination of the operator system 3 is automatically changed from the MSG server 21 having 502 less than the predetermined number to the MSG server 21 having more than the predetermined number.

  Here, as a selection condition for the logon change destination MSG server 21 of the operator system 3, as in the first embodiment, the MSG server 21 having the smallest number of operator system connections 302 may be selected and connected. .

  DESCRIPTION OF SYMBOLS 1 ... IP call center system, 2 ... Call center server system, 3 ... Operator system, 5 ... Telephone network / IP network, 6 ... External line terminal, 21 ... MSG server, 22 ... CM server, 23 ... RM server, 23b ... Database part, 31 ... operator PC, 32 ... operator telephone.

Claims (6)

In an IP call center system connected to an operator system having an operator terminal processing unit and an operator telephone processing unit,
The IP call center system includes a first processing unit, a second processing unit, and a third processing unit,
The first processing unit and the second processing unit have an interface unit for connecting to an external telephone,
The third processing unit includes:
Performing call control between the first processing unit and the operator telephone processing unit, performing call control between the second processing unit and the operator telephone processing unit,
The third processing unit includes:
Receiving a first logon signal from the operator terminal processing unit;
The first information indicating the value of the voice path connection status between the first processing unit and the operator telephone processing unit is the voice path connection status between the second processing unit and the operator telephone processing unit. When smaller than the second information indicating the value, a second logon signal is transmitted to the first processing unit,
The first processing unit includes:
Receiving the second logon signal;
Establishing a first voice path between the first processor and the operator telephone processor ;
The third processing unit includes:
When the fourth information indicating the connection status value between the second processing unit and the external terminal is smaller than the third information indicating the connection status value between the first processing unit and the external terminal, An IP call center system , wherein a first voice path is changed to a second voice path between the second processing unit and the operator telephone processing unit . The first processing unit includes:
Receiving the second logon signal;
Transmitting a first call request signal to the operator telephone processing unit to the third processing unit;
The third processing unit receives the first transmission request signal, transmits the first transmission signal to the operator telephone processing unit, receives the first response signal from the operator telephone processing unit, and receives the first response signal. Sending a second response signal to the processing unit;
The first processing unit receives the second response signal and establishes the first voice path between the first processing unit and the operator telephone processing unit. IP call center system. When changing the first voice path to the second voice path,
The third processing unit includes:
A signal for instructing disconnection of the first voice path is transmitted to the first processing unit;
Receiving a first signal requesting disconnection of the first voice path from the first processing unit, and transmitting a second signal requesting disconnection of the first voice path to the operator telephone processing unit;
Receiving a third response signal from the operator telephone processing unit and transmitting a fourth response signal to the first processing unit;
Transmitting a third logon signal to the second processing unit;
The second processing unit includes:
Receiving the third logon signal,
Transmitting a second call request signal to the operator telephone processing unit to the third processing unit;
The third processing unit receives the second call request signal, transmits a second call signal to the operator telephone processing unit, receives a fifth response signal from the operator phone processing unit, and receives the second response signal. Sending a sixth response signal to the processing unit;
The said 2nd processing part receives the said 6th response signal, and establishes the said 2nd audio path between the said 2nd processing part and the said operator telephone processing part. IP call center system. In a control method of an IP call center system connected to an operator system having an operator terminal processing unit and an operator telephone processing unit,
The IP call center system includes a first processing unit, a second processing unit, and a third processing unit,
The first processing unit and the second processing unit have an interface unit for connecting to an external telephone,
The third processing unit is
Performing call control between the first processing unit and the operator telephone processing unit, and performing call control between the second processing unit and the operator telephone processing unit;
The third processing unit is
Receiving a first logon signal from the operator terminal processing unit;
The first information indicating the value of the voice path connection status between the first processing unit and the operator telephone processing unit is the voice path connection status between the second processing unit and the operator telephone processing unit. Transmitting a second logon signal to the first processing unit when smaller than the second information indicating a value;
The first processing unit is
Receiving the second logon signal;
Establishing a first voice path between the first processing unit and the operator telephone processing unit;
The third processing unit is
When the fourth information indicating the connection status value between the second processing unit and the external terminal is smaller than the third information indicating the connection status value between the first processing unit and the external terminal, Changing the first voice path to a second voice path between the second processing section and the operator telephone processing section . The first processing unit is
Receiving the second logon signal;
Transmitting a first call request signal to the operator telephone processing unit to the third processing unit;
The third processing unit receives the first transmission request signal, transmits the first transmission signal to the operator telephone processing unit, receives the first response signal from the operator telephone processing unit, and receives the first response signal. Transmitting a second response signal to the processing unit;
The first processing unit further comprises a step of receiving the second response signal and establishing the first voice path between the first processing unit and the operator telephone processing unit. The control method according to claim 4 . The third processing unit is
When changing the first voice path to the second voice path,
A signal for instructing disconnection of the first voice path is transmitted to the first processing unit;
Receiving a first signal requesting disconnection of the first voice path from the first processing unit, and transmitting a second signal requesting disconnection of the first voice path to the operator telephone processing unit;
Receiving a third response signal from the operator telephone processing unit and transmitting a fourth response signal to the first processing unit;
Transmitting a third logon signal to the second processing unit;
The second processing unit is
Receiving the third logon signal,
Transmitting a second call request signal to the operator telephone processing unit to the third processing unit;
The third processing unit is configured to receive the second calling request signal, said second emitted signal is sent to the operator telephone processing unit receives the fifth response signal from said operator telephone processing section, the second Transmitting a sixth response signal to the processing unit;
The second processing unit further includes a step of receiving the sixth response signal and establishing the second voice path between the second processing unit and the operator telephone processing unit. The control method according to claim 4 .

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