JP5760735B2 - Call center system and control method of call center system - Google Patents

Description

The present invention relates to a call center system and a control method for the call center system, and can be applied to, for example, a call center system in which statistical information is distributed to a plurality of devices.

  In a conventional call center system, statistical information such as incoming call history is stored in a database server configured in the system. In a conventional call center system, one or several database servers are generally arranged.

  However, with the current increase in the size of call centers, server functions that constitute a call center system may be distributed among a plurality of devices. Furthermore, with the development of P2P (Peer to Peer) technology, there is also a call center system composed of only operator terminals.

  As a conventional call center system, for example, there is a technology described in Patent Document 1. Patent Document 1 discloses a call center system that performs ACD (Automatic Call Distributor) processing by using routing between operator terminals (agent workstations). Thereby, in the technique described in Patent Document 1, the ACD processing can be realized without using the ACD server by using the routing between the operator terminals for the ACD processing.

JP 2001-203812 A

  As in the technique described in Patent Document 1, when the server functions constituting the call center system are distributed to a plurality of operator terminals, statistical information is also generated at each operator terminal. However, in Patent Document 1, statistical information (for example, information including a telephone call incoming number, an incoming time, a call end state, a call time, etc.) that is generated along with the operation of the server function of the call center system is centrally managed. Is not described. When displaying the statistical information of the entire call center system on a certain operator terminal, it is necessary to obtain the statistical information of all the operator terminals in an integrated manner, while the statistical information is generated in real time in the call center system. In addition, since the operator terminal also performs real-time processing such as providing a voice call function to the operator, it is desirable that the load required for statistical information transmission / reception processing is as small as possible.

Therefore, the call center system in a call center system having a plurality of call center system (e.g., an operator terminal that corresponds to the server function), a short time accurately operation record information (e.g., statistics) can be acquired and call center system, A control method is desired.

The first present invention is a call center system comprising a plurality of call center devices, and an information storage device comprising a call center server function providing means for providing the function as (1) co over Rusenta server, (2) each of the call center The apparatus includes (2-1) local information storage means for storing and storing operation record information of the call center server function providing means in association with sequence information indicating time series, and (2-2) the local information storage means. When the stored operation record information is transmitted to the information storage device, the difference operation between the operation record information transmitted to the information storage device up to the previous time and the information stored in the local information storage means Information transmission means for transmitting the record information to the information storage device together with the sequence information of the operation record information; 3) the information storage device is to have a system information storage means for storing in association with the sequence information attached to the operation record information and the operation record information received from each of the call center system, (4), respectively The call center device includes: (4-1) an operator terminal function providing unit that provides an operator using the call center device with a function as an operator terminal; and (4-2) an operation state of the operator terminal function providing unit. The information transmission means further includes an information transmission control means for deciding whether to stop or restart the operation record information transmission processing by the information transmission means, and controlling the information transmission means in accordance with the determined contents .

A call center system control method according to a second aspect of the present invention includes: (1) a call center system including a plurality of call center devices including a call center server function providing unit that provides a function as a call center server, and an information storage device; 2) Each of the call center devices has local information storage means, information transmission means, operator terminal function providing means, and information transmission control means. (3) The information storage device has system information storage means. (4) The local information storage means stores and stores the operation record information of the call center server function providing means in association with sequence information indicating a time series, and (5) the information transmission means includes the local information storage means. When the operation record information stored in is transmitted to the information storage device, The operation record information of the difference between the operation record information transmitted to the storage device and the information stored in the local information storage means is transmitted to the information storage device together with the sequence information of the operation record information, (6) The system information accumulating means accumulates and stores the operation record information received from each call center device and the sequence information attached to the operation record information, and (7) the operator terminal function providing means (8) The information transmission control means transmits the operation record information by the information transmission means based on the operation state of the operator terminal function providing means. It is characterized by determining whether to stop or restart the process, and controlling the information transmission unit according to the determined content.

  According to the present invention, operation record information can be accurately acquired in a short time in a call center system having a plurality of call center devices.

It is the block diagram shown about the functional structure of the operator terminal which concerns on embodiment. 1 is a block diagram showing an overall configuration of a call center system according to an embodiment. It is explanatory drawing shown about the structural example of the local statistical information which concerns on embodiment. It is explanatory drawing shown about the structural example of the system statistical information of the operator terminal which concerns on embodiment. It is explanatory drawing shown about the structural example of the statistical information transmission packet of the operator terminal which concerns on embodiment. It is the flowchart shown about the statistical information regular update process (process on the transmission side of statistical information) which the statistical information transmission / reception part of the operator terminal which concerns on embodiment performs. It is the flowchart shown about the statistical information regular update process (process of the reception side of statistical information) which the statistical information transmission / reception part of the operator terminal which concerns on embodiment performs. It is explanatory drawing shown about the structural example of the statistics information resending request packet which the operator terminal which concerns on embodiment transmits. It is the flowchart shown about the statistical information regular update process (Process when a statistical information transmission request packet is received in the transmission side of statistical information) which the statistical information transmission / reception part of the operator terminal which concerns on embodiment receives. A specific example of each information when statistical information periodic update processing is performed between operator terminals according to the embodiment (when retransmission of statistical information is not performed) is shown. A specific example of each information when statistical information periodic update processing is performed between operator terminals according to the embodiment (when statistical information is retransmitted) is shown. It is the flowchart shown about the statistical information collection process (collection side process) which the statistical information transmission / reception part of the operator terminal which concerns on embodiment performs. It is explanatory drawing shown about the structural example of the statistical information transmission request packet which the statistical information transmission / reception part of the operator terminal which concerns on embodiment transmits. It is the flowchart shown about the operation | movement performed when the statistical information transmission / reception part of the operator terminal which concerns on embodiment receives a statistical information collection packet.

(A) Main Embodiment Hereinafter, an embodiment of a call center system and a call center system control method according to the present invention will be described in detail with reference to the drawings. In this embodiment, the operator terminal will be described as including both the call center device and the information storage device of the present invention.

(A-1) Configuration of Embodiment FIG. 2 is a block diagram showing the overall configuration of the call center system 1 of this embodiment.

  In the call center system 1, a plurality of operator terminals 30 are arranged. In the call center system 1, it is assumed that the operator terminals 30 are connected to a network N (here, assumed to be an IP network) so that they can communicate with each other.

  The call center system 1 is connected to the network N by wireless (wireless LAN) and n operator terminals 30 (30-A1 to 30-An) that can be connected to the network N by wire (wired LAN). M operator terminals 30 (30-B1 to 30-Bm) are arranged.

  For example, a fixed IP telephone or a PC may be used as a specific device for realizing the operator terminals 30-A1 to 30-An corresponding to wired communication. Further, as the operator terminals 30-B1 to 30-Bm corresponding to the wireless communication, for example, a terminal that can be wirelessly connected to the network, such as a mobile phone or a PDA, may be used.

  In the network N, the switch 22 and the wireless access point 23 are connected under the router 21. It is assumed that operator terminals 30-A1 to 30-An are accommodated under the switch 22 by a wired LAN. Furthermore, it is assumed that operator terminals 30-B1 to 30-Bm are accommodated by the wireless LAN under the wireless access point 23. Note that the configuration of the network N is not limited to the configuration shown in FIG. 2, and other configurations can be applied as long as the operator terminals 30 can communicate with each other. Furthermore, the configuration for connecting the operator terminals 30 to each other is not limited to the configuration shown in FIG. 2. For example, in the call center system 1, direct ad hoc communication (multi-hop communication) is performed between the operator terminals 30 corresponding to wireless communication. For example, other topologies and communication means may be used.

  In the call center system 1, functions normally performed by the call center server are distributed to each operator terminal 30 without using a dedicated device as a call center server (for example, an ACD device or a database device). Each operator terminal 30 includes means for providing a part of a call center server function constituting the call center system 1 in addition to means for providing an operator with a function as an operator terminal. Note that the specific method of distributing the function of the call center server of the call center system 1 to each operator terminal 30 is not limited, and an existing method (for example, the method of Patent Document 1) can be applied.

  Each piece of operation record information indicating an operation record (operation log) generated in association with the operation of the call center server function of each operator terminal 30 is first managed by the operator terminal 30 where the operation record information is generated. Shall be. Here, one piece of statistical information is generated as operation record information for one call (processing from the start of the call by the operator to the end thereof) processed at each operator terminal 30 (call center server function), and is managed. It is assumed that The statistical information managed by the call center system 1 includes, for example, information such as the incoming number of the telephone call, the incoming time, the call end state, and the call time. Note that the number and combination of information items included in each statistical information are not limited to the above combinations. The content of each piece of statistical information managed by the call center system 1 can be the same as that managed by the existing call center system. Here, in order to simplify the explanation, it is natural that all the statistical information is information of the same format, and information of a plurality of formats may be mixed.

  Next, the internal configuration of the operator terminal 30 will be described with reference to FIG. As described above, the operator terminals 30-A1 to 30-An and the operator terminals 30-B1 to 30-Bm have the same functional configuration as the operator terminal except for the means for connecting to the network N. Therefore, the functional configurations of the operator terminals 30-A1 to 30-An and the operator terminals 30-B1 to 30-Bm can be shown by the same block diagram as shown in FIG.

  As shown in FIG. 1, the operator terminal 30 includes a communication control unit 51, an input / output unit 52, a statistical information transmission / reception unit 53, and a data storage unit 60.

  The operator terminal 30 has a hardware network interface, an interface with an operator, and the like, as well as an information processing program (statistic information stored in another operator terminal 30) in an information processing apparatus (computer) such as a PC or PDA. Can be constructed by installing the information storage program (the processing program for acquiring statistical information from other operator terminals 30) and the like, and the like. Can be shown as in FIG. That is, the information processing program of the embodiment is a processing program for causing the operator terminal 30 to function as the call center device of the present invention. The information storage program of the embodiment is a processing program for causing the operator terminal 30 to function as the information storage device of the present invention.

  The communication control unit 51 provides a call center server function (as an ACD server) that constitutes the call center system 1 in addition to functions as an operator terminal (for example, an incoming call function, a transfer function, etc.) for an operator who uses the device. (Including routing processing to provide functions).

  As the communication control unit 51, the same one as an operator terminal (an operator terminal corresponding to the function of the call center server) in the conventional call center system 1 can be applied. Specifically, as the communication control unit 51, for example, a processing configuration similar to that of an agent workstation (operator terminal) described in Patent Document 1 can be applied. That is, in the operator terminal 30, the configuration providing the function as the operator terminal and the configuration providing the partial function of the call center server configuring the call center system 1 are the same as those in the conventional call center system (for example, Patent Document 1). Since the same configuration as that described in (1) can be applied, detailed description thereof is omitted.

  The input / output unit 52 functions as an interface with an operator who uses the operator terminal 30. The input / output unit 52 includes a display for outputting information to an operator, a device for receiving information input from the operator (for example, a keyboard, a mouse, etc.), a receiver (microphone and speaker) for realizing a function as a telephone device, etc. It is realized by. The input / output unit 52 can apply various interfaces with an operator in an operator terminal that constitutes an existing call center system, for example, and thus detailed description thereof is omitted.

  The data storage unit 60 is a storage unit that stores data processed in the operator terminal 30, and stores at least a routing table 61, local statistical information 62, and system statistical information 63.

  The routing table 61 is information used in the server function (ACD routing process) of the communication control unit 51. The contents of the routing table 61 differ depending on the routing method adopted by the communication control unit 51 and the same contents as the processing configuration (for example, the technology described in Patent Document 1) that performs the routing process in the existing operator terminal. Detailed description will be omitted.

  The local statistical information 62 includes a list (table) of statistical information generated in the operator terminal 30 (communication control unit 51).

  FIG. 3 is an explanatory diagram showing a configuration example of the local statistical information 62.

  In FIG. 3, the statistical information for one call is represented by one line. Further, in FIG. 3, in order to simplify the explanation, each statistical information is represented by a code beginning with “D” such as “D101”, “D102”,... Information of one or a plurality of items to be configured (for example, incoming number of telephone call, incoming time, call end state, call time, etc.) is included. In the following description, the sign starting with “D” will be described as representing statistical information.

  In the table of FIG. 3, one piece of statistical information is represented by one line, and each piece of statistical information is associated with information on the item “time stamp”.

  The item “time stamp” represents the time at which transmission of the statistical information to another operator terminal 30 is started. The item “time stamp” is information that functions as a sequence number (sequence information) when each operator terminal 30 transmits statistical information. Therefore, the clocks for generating time stamps between the operator terminals 30 do not need to be synchronized with a unified time. Each operator terminal 30 attaches the time stamp information and transmits the statistical information to the other operator terminals 30. Details of the processing will be described later.

  The system statistical information 63 is a list (table) of statistical information received from other operator terminals 30 in the call center system 1.

  In the table of FIG. 4, one piece of statistical information is represented by one line, and each piece of statistical information is associated with information of items of “source address” and “time stamp”.

  The item “transmission source address” represents the identifier of the operator terminal 30 that is the transmission source of the statistical information. Here, it is assumed that the transmission source address is the IP address of the operator terminal 30 of the transmission source, but instead of this, other identifiers (for example, host name, user ID, etc.) may be applied. good. In FIG. 4, in order to simplify the explanation, “address A2” and “address A3” are displayed in the item of the source address, but in reality, an IP address is set.

  The item “time stamp” represents the contents of the time stamp received by the operator terminal 30 together with the statistical information.

  Next, a detailed configuration of the statistical information transmitting / receiving unit 53 will be described.

  The statistical information transmission / reception unit 53 performs statistical information transmission / reception processing with other operator terminals 30. The statistical information transmission / reception unit 53 performs a process of transmitting statistical information stored in the local statistical information 62 to the operator terminal 30 at a set schedule (for example, at regular intervals) (hereinafter referred to as “statistical information regular update process”). Do. Then, the statistical information transmission / reception unit 53 of the operator terminal 30 on the statistical information receiving side in the statistical information regular update processing performs processing for adding the statistical information received from the other operator terminals 30 to the system statistical information 63.

  Further, the statistical information transmission / reception unit 53 requests and collects transmission of statistical information stored in the local statistical information 62 to other operator terminals 30 at a timing according to a user's operation, a preset schedule, or the like. (Hereinafter referred to as “statistical information collection processing”). Then, the statistical information transmission / reception unit 53 of the operator terminal 30 that has received the statistical information collection processing request performs processing for transmitting the statistical information stored in the local statistical information 62 to the requesting operator terminal 30.

  FIG. 5 is an explanatory diagram showing a configuration example of a packet in which statistical information transmitted / received between the operator terminals 30 is inserted (hereinafter referred to as “statistic information transmission packet”).

  As shown in FIG. 5, it is assumed that the statistical information transmission packet includes the data of the transmission source address, time stamp, previous time stamp, and statistical information items.

  Although not shown in FIG. 5, it is assumed that data of other header information (for example, transmission destination address, port number, etc.) constituting the IP packet is also inserted in the actual statistical information transmission packet. . The method for identifying the statistical information transmission packet at the operator terminal 30 on the statistical information transmission packet receiving side is not limited. For example, the header information of the packet indicates the port number, the type value, etc. May be identified by setting to.

  The statistical information itself stored in the local statistical information 62 of the transmission-side operator terminal 30 is set in the “statistical information” field constituting the statistical information transmission packet.

  In the “source address” field constituting the statistical information transmission packet, an identifier of the transmission source of the statistical information transmission packet (in this case, an IP address) is set. Note that, as the “source address” field, a source address field constituting the header of the IP packet may be used.

  In the “time stamp” field constituting the statistical information transmission packet, a time stamp of the timing at which the statistical information is first transmitted (may be a packet generation timing) (that is, a time stamp managed by the local statistical information 62). Is set.

  In the “previous time stamp” field constituting the statistical information transmission packet, the content of the time stamp of the statistical information transmission packet transmitted by the operator terminal 30 last time is set. When the operator terminal 30 transmits a statistical information transmission packet in which the statistical information of the first time stamp is inserted, data indicating that in the “previous time stamp” field of the statistical information transmission packet (for example, a predetermined value) Character string) may be set or may be left blank. When the operator terminal 30 transmits a statistical information transmission packet in which the statistical information of the first time stamp is inserted, the “last time stamp” field of the statistical information transmission packet indicates that it is the first statistical information transmission packet. As the information to be shown, for example, a time stamp (0000/00/00 00: 00: 00.00) in which all digits are set to 0 may be set.

  The method of transmitting the statistical information transmission packet from each operator terminal 30 may be individually transmitted by unicast, for example, but when there are a plurality of destination operator terminals 30, multicast or broadcast For example, it may be transmitted by broadcast communication.

(A-2) Operation | movement of embodiment Next, operation | movement of each operator terminal 30 in the call center system 1 of this embodiment which has the above structures is demonstrated.

(A-2-1) Statistical Information Regular Update Processing First, a specific example of statistical information regular update processing between operator terminals 30 constituting the call center system 1 will be described.

  Below, operation | movement regarding operator terminal 30-A1, 30-A2 among the operator terminals 30 which comprise the call center system 1 is demonstrated. Here, it is assumed that the operator terminal 30-A1 operates as a statistical information transmission side in the statistical information regular update process, and the operator terminal 30-A2 operates as a statistical information reception side in the statistical information periodic update process.

  FIG. 6 is a flowchart showing the statistical information transmission process in the statistical information transmission / reception unit 53 of the operator terminal (operator terminal 30-A2) operating as the statistical information transmission side in the statistical information regular update process.

  First, it is assumed that the statistical information transmission / reception unit 53 of the operator terminal 30-A2 starts statistical information regular update processing (periodic transmission of statistical information to the operator terminal 30-A1) (S11).

  Then, after waiting for a certain time (S12), the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 is in a state in which the own device is in a call (another telephone terminal) based on the operation status of the communication control unit 51 of the own device. (S13).

  In step S13 described above, when it is confirmed that the own device is in a call state, the statistical information transmitting / receiving unit 53 waits until the call ends (disconnects) (S14).

  On the other hand, when it is confirmed in the above-described step S13 that the own device is not in a call state, or when the standby in the above-described step S14 is finished (after the call is disconnected), the statistics of the operator terminal 30-A2 The information transmitting / receiving unit 53 extracts (but may extract a plurality of) untransmitted statistical information from the statistical information stored in the local statistical information 62. Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 performs a process of inserting the extracted statistical information into the statistical information transmission packet and transmitting it to the operator terminal 30-A1 (S15), and the process of step S12 described above Go back to and repeat the same process.

  In step S15, when the operator terminal 30-A2 transmits statistical information, a plurality of statistical information may be transmitted in one statistical information transmission packet. In addition, when the operator terminal 30-A2 transmits statistical information in step S15, when transmitting a plurality of statistical information, an upper limit is set for the number and capacity of statistical information transmitted in one statistical information periodic update process. May be provided to limit the amount of data transmitted in one statistical information periodic update process at a time. Further, in step S15, when the operator terminal 30-A2 transmits the statistical information, the statistical information transmission packet may be transmitted to a plurality of operator terminals 30.

  FIG. 7 is a flowchart showing the statistical information transmission process in the statistical information transmission / reception unit 53 of the operator terminal (operator terminal 30-A1) operating as the statistical information reception side in the statistical information periodic update process.

  Hereinafter, the IP address of the operator terminal 30-A1 is represented as “address A1”, and the IP address of the operator terminal 30-A2 is represented as “address A2”.

  When receiving the statistical information transmission packet from the operator terminal 30-A2 (S21), the statistical information transmission / reception unit 53 of the operator terminal 30-A1 confirms the previous time stamp inserted in the statistical information transmission packet (S22).

  Note that, in the statistical information transmission / reception unit 53 of the operator terminal 30-A1, the statistical information included in the statistical information transmission packet is the same as that already received (statistical information with the same source address and time stamp is already stored. If it is, the statistical information transmission packet may be discarded and the process may be terminated.

  Then, the statistical information transmission / reception unit 53 of the operator terminal 30-A1 compares the “previous time stamp” included in the received statistical information transmission packet with the time stamp of the statistical information stored in the system statistical information 63, The presence / absence of statistical information that has not been received in the past from the operator terminal 30-A2 (address A2) is confirmed (S23).

  In step S23, first, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 is included in the received statistical information transmission packet among the statistical information of the system statistical information 63 whose source address is the address A2. Check if there is a match with the “last time stamp”. If the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 detects statistical information that matches the “previous time stamp”, statistical information that has not been received in the past from the operator terminal 30-A2 (address A2). Judge that there is no. If the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 cannot detect statistical information that matches the “previous time stamp”, the statistical information that has not been received in the past from the operator terminal 30-A2 (address A2). Judge that there is.

  When it is determined in step S23 that there is no statistical information that has not been received in the past, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 receives the statistical information of the statistical information transmission packet received from the operator terminal 30-A2. And the time stamp information are additionally stored in the system statistical information 63 (S24), and the process is terminated.

  When it is determined in step S23 described above that there is statistical information that has not been received in the past, the statistical information transmission / reception unit 53 of the operator terminal 30-A1 sends the statistical information transmission packet to the operator terminal 30-A2. On the other hand, a packet requesting retransmission of statistical information that has not been received (hereinafter referred to as “statistical information retransmission request packet”) is transmitted (S25), and the process is terminated.

  Here, the configuration of the statistical information retransmission request packet will be described with reference to FIG.

  As shown in FIG. 8, it is assumed that the statistical information retransmission request packet includes the data of the items of the transmission source address and the latest received time stamp.

  Although not shown in FIG. 8, it is assumed that data of other header information constituting the IP packet is also inserted into the actual statistical information retransmission request packet. Further, the method for identifying the statistical information retransmission request packet at the operator terminal 30 on the statistical information retransmission request packet receiving side is not limited. For example, the header number of the packet specifies a port number, a type value, and the like. It is also possible to identify by setting to the value of.

  In the “source address” field constituting the statistical information retransmission request packet, the address of the transmission source of the statistical information retransmission request packet is set. Note that, as the “source address” field, a source address field constituting the header of the IP packet may be used.

  It is assumed that the time stamp of the latest statistical information among the statistical information that can be received by the transmission source operator terminal 30 is set in the field of “Received Latest Time Stamp” that constitutes the statistical information retransmission request packet. However, if the transmission source operator terminal 30 is in a state where no statistical information from the transmission destination operator terminal 30 has been received, information indicating that all statistical information is requested, for example, all You may make it set the time stamp (0000/00/00 00: 00: 00.00) which set the digit to 0.

  Next, the processing when the statistical information retransmission request packet is received by the statistical information transmitting / receiving unit 53 of the operator terminal (operator terminal 30-A2) operating as the statistical information transmission side in the statistical information periodic update processing will be described with reference to FIG. This will be described with reference to a flowchart.

  In the flowchart of FIG. 9, “transmitted time stamp TS” is used as a variable used for the repetitive processing.

  When the statistical information transmission / reception unit 53 of the operator terminal 30-A2 receives the statistical information retransmission request packet (S31), the contents of the received latest time stamp inserted in the statistical information retransmission request packet are changed to the transmitted time stamp TS. (S32).

  Then, the statistical information transmission / reception unit 53 of the operator terminal 30-A2 is in a state in which the own device is in a call (a state in which a call is established with another phone terminal) based on the operation status of the communication control unit 51 of the own device. It is confirmed whether or not there is (S33).

  In step S33 described above, when it is confirmed that the apparatus is in a call state, the statistical information transmitting / receiving unit 53 waits until the call ends (disconnects) (S38).

  On the other hand, when it is confirmed in the above-described step S33 that the own device is not in a call state, or when the standby in the above-described step S38 is ended (after the call is disconnected), the statistics of the operator terminal 30-A2 The information transmitting / receiving unit 53 extracts, from the local statistical information 62, statistical information whose time stamp is next to the transmitted time stamp TS (S34).

  Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 generates a statistical information transmission packet in which the statistical information extracted in step S34 is inserted, and performs a process of retransmitting the statistical information transmission packet to the operator terminal 30-A1 (S35). It is assumed that the contents of the transmitted time stamp TS are set in the “previous time stamp” field of this statistical information transmission packet.

  Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 has the latest statistical information (the one having the latest time stamp) as the statistical information inserted into the statistical information transmission packet transmitted in step S35. (S36), and if it can be confirmed that it is the latest, the retransmission processing of statistical information is terminated.

  On the other hand, if it is confirmed in S36 that the latest statistical information has not been retransmitted, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 adds the transmitted time stamp TS to the transmitted time stamp TS in the above-described step S36. The time stamp of the transmitted statistical information is set (S37), and the operation starts from the process of step S33 described above.

  Next, a specific processing example when the operator terminal 30-A1 operates based on the flowchart of FIG. 7 described above and the operator terminal 30-A2 operates based on the flowchart of FIGS. To do.

  FIG. 10 shows the contents of information held in the operator terminals 30-A1 and 30-A2 and the operator terminals 30-A1 and 30-A2 when the statistical information retransmission process is not performed in the statistical information periodic update process. It is explanatory drawing shown about the example of the content of the packet which flows between.

  Here, first, it is assumed that the local statistical information 62 of the operator terminal 30-A2 is in a state as shown in FIG. In FIG. 10A, the statistical information D201 has already been transmitted as a statistical information transmission packet and a time stamp has been registered, but the statistical information D202 has not been transmitted yet and no time stamp has been registered. .

  On the other hand, it is assumed that the system statistical information 63 of the operator terminal 30-A1 is in a state as shown in FIG. As shown in FIG. 10B, only the statistical information D201 is registered in the system statistical information 63 of the operator terminal 30-A1.

  Then, in the state shown in FIGS. 10A and 10B, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 transmits the statistical information transmission packet (the statistical information D202 having the contents shown in FIG. 10C). It is assumed that the operator pad 30-A1 is transmitted.

  Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 detects, from the system statistical information 63, statistical information that matches the “previous time stamp” of the statistical information transmission packet newly received from the operator terminal 30-A2. Therefore, it is determined that there is no statistical information that has not been received in the past. Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 registers the statistical information D202 of the latest received statistical information transmission packet in the system statistical information 63. As a result, the contents of the system statistical information 63 of the operator terminal 30-A1 are as shown in FIG.

  FIG. 11 shows the contents of the information held in the operator terminals 30-A1 and 30-A2 when the statistical information is retransmitted in the statistical information periodic update process, and the operator terminals 30-A1 and 30-A2. It is explanatory drawing shown about the example of the content of the packet which flows between.

  Here, first, it is assumed that the local statistical information 62 of the operator terminal 30-A2 is in a state as shown in FIG. In FIG. 11A, statistical information D201 and D202 have already been transmitted as statistical information transmission packets and time stamps are registered, but statistical information D203 has not been transmitted yet, and time stamps are still registered. Not.

  On the other hand, it is assumed that the system statistical information 63 of the operator terminal 30-A1 is in a state as shown in FIG. As shown in FIG. 11B, only the statistical information D201 is registered in the system statistical information 63 of the operator terminal 30-A1. That is, the statistical information D202 is transmitted from the operator terminal 30-A2, but is not in the state of reaching the operator terminal 30-A1 due to, for example, some failure (for example, network failure). To do.

  Then, in the state shown in FIGS. 11A and 11B, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 transmits the statistical information transmission packet (the statistical information D203) having the contents shown in FIG. 11C. It is assumed that the operator pad 30-A1 is transmitted.

  Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 detects, from the system statistical information 63, statistical information that matches the “previous time stamp” of the statistical information transmission packet newly received from the operator terminal 30-A2. Therefore, it is determined that there is statistical information that has not been received in the past. The statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 reads the time stamp of the latest statistical information D201 among the statistical information received from the operator terminal 30-A2 (address A2). Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 generates a statistical information retransmission request packet (see FIG. 11D) using the read time stamp as the received latest time stamp, and the operator terminal 30-A2 It is transmitted to (address A2).

  The statistical information transmission / reception unit 53 of the operator terminal 30-A2 that has received the statistical information retransmission request packet from the operator terminal 30-A1 receives the latest received time stamp of the statistical information retransmission request packet (time stamp of the statistical information D201). Transmission of subsequent statistical information (statistical information after D202) is started. Specifically, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 first generates a statistical information transmission packet for transmitting the statistical information D202 shown in FIG. 11E and transmits the statistical information transmission packet to the operator terminal 30-A1. To do. Note that the statistical information transmitting / receiving unit 53 of the operator terminal 30-A2 may omit retransmission because the statistical information transmission packet of the latest statistical information D203 has already arrived at the operator terminal 30-A1. You may make it include in the object of transmission.

  As a result of the above processing, the operator terminal 30-A1 can hold all the statistical information (statistical information D201 to D203) in the local statistical information 62 of the operator terminal 30-A2. As a result, the contents of the system statistical information 63 of the operator terminal 30-A1 are as shown in FIG.

(A-2-2) Statistical Information Collection Processing Next, a specific example of statistical information collection processing between operator terminals 30 constituting the call center system 1 will be described.

  Below, operation | movement regarding operator terminal 30-A1-30-A4 among the operator terminals 30 which comprise the call center system 1 is demonstrated. Here, the operator terminal 30-A1 operates as a statistical information collection side (statistical information receiving side) in the statistical information collection process, and the operator terminals 30-A2 to 30-A4 receive statistical information in the statistical information periodic update process. A description will be given on the assumption that it operates as a collection side (statistic information transmission side). In the following, the addresses of the operator terminals 30-A1 to 30-A4 are represented as addresses A1 to A4, respectively.

  FIG. 12 is a flowchart showing processing in the statistical information transmitting / receiving unit 53 of the operator terminal (operator terminal 30-A1) operating as the statistical information collecting side (statistical information receiving side) in the statistical information collecting process.

  When the statistical information transmission / reception unit 53 of the operator terminal 30-A1 starts the statistical information collection process, first, the statistical information collection packet is transmitted to the other operator terminal 30 and the operator terminal 30 to be collected (operator terminal 30-A2- 30-A4) starts accepting statistical information transmission packets (S41). Here, as described above, since the operator terminals 30-A2 to 30-A4 are operated as the collection side (the transmission side of the statistical information), the statistical information collection packet is transmitted only to at least the operator terminals 30-A2 to 30-A4. Just reach. The method of transmitting the statistical information collection packet from the statistical information transmission / reception unit 53 of the operator terminal 30-A1 is not limited. However, the statistical information collection packet may be transmitted by unicast only to the operator terminal 30 to be collected. N may be transmitted to all operator terminals 30 on N by broadcast communication (for example, multicast or broadcast). Here, it is assumed that the statistical information transmission / reception unit 53 of the operator terminal 30-A1 transmits a statistical information collection packet to all operator terminals 30 on the network N by broadcast communication. It is assumed that the statistical information collection packet includes a list of identifiers (IP addresses) of the operator terminals 30 designated as collection targets.

  Here, the configuration of the statistical information retransmission request packet will be described with reference to FIG.

  As shown in FIG. 13, it is assumed that the source address and collection target address list fields are inserted in the statistical information retransmission request packet.

  Although not shown in FIG. 13, it is assumed that data of other header information constituting the IP packet is also inserted into the actual statistical information collection packet. In addition, the method of identifying the statistical information retransmission request packet at the operator terminal 30 on the statistical information collection packet receiving side is not limited. For example, the port number, the type value, etc. You may make it identify by setting to a value.

  In the “source address” field constituting the statistical information collection packet, the IP address of the transmission source of the statistical information collection packet is set. Note that, as the “source address” field, a source address field constituting the header of the IP packet may be used. Here, since the operator terminal 30 that is the transmission source of the statistical information collection packet is the operator terminal 30-A1, “address A1” is set in the “transmission source address” field.

  The fields of the “collection target address list” constituting the statistical information collection packet include an address of the operator terminal 30 designated as a collection target (hereinafter referred to as “collection target address”) and a time indicating a position at which collection is started. A stamp (hereinafter referred to as “collection start time stamp”) is set in association with each other. In the operator terminal 30-A1, when there is already received statistical information by the statistical information periodic update processing or the like, the time stamp of the latest statistical information among the received statistical information is set as the collection start time stamp. By doing so, it can be received from the statistical information of the next time stamp. In addition, when it is desired to receive all statistical information from the operator terminal 30 of the collection target address, for example, a time stamp (0000/00/00 00:00) in which all digits are set to 0 is used as the contents indicating that. : 00.00) may be set. Here, since the operator terminals 30 designated as collection targets are the operator terminals 30-A2 to 30-A4, "address A2", "address A3", and "address A4" are set as collection target addresses. In FIG. 13, the “collection target address list” field is represented in a table format to simplify the description, but is actually described by a sequential bit string (the description format is not limited). ).

  When all operator terminals 30 are to be collected, for example, a character string indicating a wild card (for example, “*”) may be set in the “collection target address” field.

  Then, as described above, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 transmits the statistical information collection packet, and then transmits the statistical information from the collection target operator terminal 30 (operator terminals 30-A2 to 30-A4). A process of receiving the packet and registering it in the system statistical information 63 is started. Since the statistical information transmission packet reception processing by the statistical information transmission / reception unit 53 of the operator terminal 30-A1 can apply, for example, the same processing as the reception processing in the statistical information regular update processing (the flowchart in FIG. 7 described above). Detailed description is omitted.

  Then, after transmitting the statistical information collection packet, the statistical information transmission / reception unit 53 of the operator terminal 30-A1 receives the operator terminal 30 to be collected (the operator terminal designated by the latest transmitted statistical information collection packet within a predetermined time). 30), it is confirmed whether or not the return of the statistical information transmission packet has been started (that is, whether or not the statistical information transmission packet has been received) (S42).

  If the statistical information transmission / reception unit 53 of the operator terminal 30-A1 fails to confirm the reply of the statistical information transmission packet from all of the collection target operator terminals 30 within the predetermined time in step S42 described above, Only for the operator terminal 30 for which the reply of the statistical information transmission packet cannot be confirmed, the statistical information collection packet described in the collection target address list is generated and retransmitted (S43), and the processing from the above-described step S42 is performed.

  In addition, the statistical information transmitting / receiving unit 53 of the operator terminal 30-A1 confirms that the reply of the statistical information transmission packet has been confirmed from all of the collection target operator terminals 30 within the predetermined time in step S42 described above. After receiving all the statistical information, the contents of the system statistical information 63 based on the received statistical information are output (the output format is not limited) (S44), and the process is terminated. Note that the operator terminal 30-A1 may be terminated by simply storing statistical information in the system statistical information 63 without particularly performing the output process of step S44.

  The statistical information collection packet retransmission process in step S43 described above may be repeated until statistical information is obtained from all the operator terminals 30 to be collected, or after performing a predetermined number of times as an upper limit, You may make it transfer to the process of step S44. In other words, the number of times that the statistical information collection packet is retransmitted in the operator terminal 30-A1 is not limited. Also, the process of retransmitting the statistical information collection packet in step S43 described above may be shifted to the process in step S44 described above without being performed once.

  FIG. 14 is a flowchart showing processing in the statistical information transmitting / receiving unit 53 of the operator terminal 30 that has received the statistical information collection packet.

  As described above, in this embodiment, the statistical information collection packet reaches all operator terminals 30 including the operator terminals 30 (operator terminals 30-A2 to 30-A4) to be collected. When receiving the statistical information collection packet (S51), the statistical information transmitting / receiving unit 53 of the operator terminal 30 refers to the contents of the collection target address list in the statistical information collection packet (S52).

  Then, the statistical information transmitting / receiving unit 53 of the operator terminal 30 confirms whether or not the IP address of the own device is included in the referenced collection target address list (S53).

  In step S53, when it is confirmed that the IP address of the own device is not included in the referenced collection target address list, the statistical information transmission / reception unit 53 of the operator terminal 30 discards the received statistical information collection packet. (S54) and the process ends.

  On the other hand, when it is confirmed in step S53 that the IP address of the own device is included in the referenced collection target address list, the statistical information transmission / reception unit 53 of the operator terminal 30 reads the own device from the collection target address list. Reference is made to the collection start time stamp corresponding to (collection target address). Then, the statistical information transmission / reception unit 53 of the operator terminal 30 includes, for statistical information subsequent to the collection start time stamp among the statistical information stored in the local statistical information 62, the operator terminal that is the transmission source of the statistical information collection packet. 30 (S55).

  In the statistical information transmission / reception unit 53 of the operator terminal 30, the statistical information transmission request in step S55 is performed by simply replacing the “received latest time stamp” with the “collection start time stamp”. Since it can be realized by an operation similar to the operation in the case of reception (see FIG. 9 described above), detailed description thereof is omitted. In the statistical information transmission process in step S55, when the statistical information transmitting / receiving unit 53 of the operator terminal 30 transmits the last statistical information (statistical information of the latest time stamp), for example, a message to that effect is transmitted. The previous operator terminal 30 may be notified (message content and packet configuration are not limited), and data indicating the last packet is included in the statistical information transmission packet to be transmitted last. It may be set (the description format is not limited).

  Here, as described above, only the IP addresses (addresses A2 to A4) of the operator terminals 30-A2 to 30-A4 are described in the collection target address list of the statistical information collection packet. Therefore, in the operator terminals 30-A2 to 30-A4, the process of step S55 described above (statistical information transmission process) is performed, and the other operator terminals 30 (however, the operator terminal that is the transmission source of the statistical information collection packet) In step 30-A1), the processing in step S54 described above (discarding the statistical information collection packet) is performed.

(A-3) Effects of Embodiment According to this embodiment, the following effects can be achieved.

  In the statistical information periodic update process performed between the operator terminals 30, only the difference statistical information is transmitted / received using the time stamp, so the amount of data to be transmitted at a time can be reduced. Even if distributed to the operator terminals 30, accurate statistical information can be acquired in a short time.

  Further, in the operator terminal 30, in a state where a call is in progress (a state in which a call is established with another telephone terminal), a process of stopping the statistical information transmission process is performed. Thereby, in the operator terminal 30, the influence which the process accompanying statistical information transmission has on real-time processing such as voice processing can be reduced.

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

(B-1) In the local statistical information and system statistical information of each operator terminal in the above embodiment, the statistical information is stored together with the time stamp, but it is managed not by the time stamp but by the sequence number format. Also good. Further, the time stamp attached to the statistical information may represent the time when the statistical information is generated, not the time transmitted from the operator terminal.

(B-2) In the above embodiment, for all operator terminals, the information processing program of the embodiment (processing program for transmitting statistical information to other operator terminals) and the information storage program of the embodiment (statistical information other than However, it is also possible to install only one of the programs. That is, some operator terminals may function only as the call center device of the present invention, or may function only as the information storage device of the present invention.

  In the above embodiment, all the operator terminals in the call center system have been described as functioning as a call center server. However, some operator terminals correspond to normal operator terminals (call center server functions). May be applied).

  In the above-described embodiment, only the information storage program of the embodiment is installed in the information processing apparatus (computer that does not function as an operator terminal or a call center server) in the call center system, and is simply acquired (collected) from the statistical information operator terminal. ) And a device (information storage device) that only stores the information may be arranged.

(B-3) In the above embodiment, when the operator terminal on the statistical information transmission side is in a call state (a state in which a call has been established with another telephone terminal), the statistical information transmission process is stopped. Although the processing is being performed, the statistical information receiving process is also stopped at the operator terminal on the statistical information receiving side in the same manner (for example, even if a statistical information transmission packet is received) Anyway.

(B-4) In the above embodiment, in the operator terminal on the statistical information receiving side, the local statistical information of the own device is not included in the system statistical information, but the statistical information of the local statistical information of the own device is You may make it perform the process merged with system statistical information.

(B-5) In the above embodiment, each operator terminal constituting the call center system includes means for providing a call center server function in the call center system in addition to means for providing the operator with a function as an operator terminal. However, it is also possible to arrange a call center server (call center device) in which only the means for providing the function of the operator terminal is omitted.

  DESCRIPTION OF SYMBOLS 1 ... Call center system, 21 ... Router, 22 ... Switch, 30, 30-A1-30-An, 30-B1-30-Bm ... Operator terminal (call center apparatus), 23 ... Wireless access point, N ... Network, 51 ... Communication control unit, 52... I / O unit, 53... Statistical information transmission / reception unit, 60... Data storage unit, 61.

Claims (6)

A call center system comprising a plurality of call center device comprising a call center server function providing means for providing the function as co-chromatography Rusenta server, and an information storage device,
Each of the above call center devices
Local information storage means for storing and storing operation record information of the call center server function providing means in association with sequence information indicating a time series;
When the operation record information stored in the local information storage unit is transmitted to the information storage device, the operation record information transmitted to the information storage device up to the previous time and stored in the local information storage unit Information transmission means for transmitting the operation record information of the difference with the information together with the sequence information of the operation record information to the information storage device;
The information storage device
Have a system information storage means for storing in association each of the sequence information attached to the operation record information and the operation record information received from the call center system,
Each of the above call center devices
An operator terminal function providing means for providing a function as an operator terminal to an operator who uses the call center device;
An information transmission control means for determining whether to stop or restart the operation record information transmission processing by the information transmission means based on the operation state of the operator terminal function providing means, and further to control the information transmission means according to the determined content call center system, characterized in that it comprises.   The call center system according to claim 1, wherein the information transmission unit performs a process of transmitting operation record information to the information storage device at predetermined time intervals. The operator terminal function providing means includes a telephone communication function providing unit for making a call connection with another telephone device,
The information transmission control unit controls the information transmission unit to stop the operation record information transmission process when the call function providing unit is connected to another telephone device, and then performs the call 2. The call center system according to claim 1, wherein when the call connection by the function providing unit ends, the information transmission unit is controlled to resume the operation record information transmission process. 3. A control method of a call center system comprising a plurality of call center devices provided with call center server function providing means for providing a function as a call center server, and an information storage device,
Each of the call center devices has local information storage means, information transmission means, operator terminal function providing means, and information transmission control means,
The information storage device has system information storage means,
The local information accumulating means accumulates and stores the operation record information of the call center server function providing means in association with sequence information indicating a time series,
The information transmitting unit transmits the operation record information stored in the local information storage unit to the information storage device when transmitting the operation record information to the information storage device, and the local information storage. The operation record information of the difference from the information stored in the means is transmitted to the information storage device together with the sequence information of the operation record information,
The system information accumulating means accumulates and stores the operation record information received from each call center device and the sequence information attached to the operation record information,
The operator terminal function providing means provides a function as an operator terminal to an operator who uses the call center device,
The information transmission control means determines whether to stop or restart the operation record information transmission processing by the information transmission means based on the operation state of the operator terminal function providing means, and controls the information transmission means according to the determined content. Do
A control method for a call center system. 5. The call center system control method according to claim 4, wherein the information transmission means performs processing for transmitting operation record information to the information storage device at predetermined time intervals. The operator terminal function providing means includes a telephone communication function providing unit for making a call connection with another telephone device,
The information transmission control unit controls the information transmission unit to stop the operation record information transmission process when the call function providing unit is connected to another telephone device, and then performs the call When the call connection by the function providing unit is completed, the information transmission unit is controlled to resume the operation record information transmission process.
The call center system control method according to claim 4, wherein:

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