JPH04342399A - Extension routing control system - Google Patents

Abstract

PURPOSE:To improve a customer service and to perform extension connection without fail. CONSTITUTION:A disk 12 registering a person in charge for a customer and its extension telephone number in advance, an information processor 13 reading the extension telephone number of the person in charge from the disk 12 while sending an originating call number of the customer, and a control part 14 controlling the entire system, are provided. The customer originating a call by a extension telephone number read out from the information processor 13 in the control part 14 are connected to an extension telephone set 71 of the person in charge.

Description

[Detailed description of the invention]

0001

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an extension routing control system, and more particularly to an extension routing control system for providing service when a call is received from a customer caller to each person in charge of an extension within an exchange.

[0002] When a customer connected to an existing network or an ISDN (Integrated Services Network) needs to talk to the person in charge at each sales floor in a department store, for example, a switching system divides signals from the network into separate extensions. Connect to each person's telephone extension. In the incoming call service (telemarketing incoming call service) of such a system, there is a demand for a service that eliminates inconvenience for the customer and makes the transaction as smooth as possible.

0003

2. Description of the Related Art FIG. 7 shows a block diagram of an example of a conventional method. In the figure, a customer telephone 2 connected to an existing network 1
Alternatively, when a call is received from a customer telephone 4 connected to the ISDN network 3 to a destination department store, an exchange process is performed at the exchange 5 and the call is connected to a switchboard 6 (operator). For example, if the call is received from a customer telephone 2 on the existing network 1, the operator at the switchboard 6 identifies the extension telephone number of the person in charge of the target sales floor through a conversation with the customer, and calls the telephone extension 71 of the corresponding person. After the call is made and the person in charge answers, the customer on the customer telephone 2 and the person in charge on the extension telephone 71 are connected.

On the other hand, in a system without a switchboard 6, the DIL (Direct In Line) function of the switchboard 5 allows the customer to enter the telephone number of the person in charge within the switchboard and the customer is contacted. Connection will be made with the appropriate person in charge.

[0005]

[Problems to be Solved by the Invention] In conventional systems equipped with a switchboard, the operator of the switchboard must make the arrangements, which causes customers to feel troublesome. It is necessary to verify telephone numbers, which poses the problem of poor service to customers, and the operator also needs to identify the name of each person in charge in the exchange and the corresponding extension telephone number each time a call is received from a customer. This poses a problem in that it increases the burden on the operator and increases the risk of errors.

[0006] On the other hand, in conventional systems that do not have a switchboard, customers are required to check and input relatively long telephone numbers addressed to various staff members within the switchboard, which again poses the problem of poor customer service. there were.

SUMMARY OF THE INVENTION An object of the present invention is to provide an extension routing control system that can improve service to customers and connect extension lines without error.

[0008]

[Means for Solving the Problems] FIG. 1 shows a diagram illustrating the principle of the present invention. In the figure, reference numeral 12 is a disk in which the name of the person in charge for the customer and his/her extension telephone number are registered in advance. 1
Reference numeral 3 denotes an information processing device, which is notified of the calling number or additional information issued by the customer when the customer receives a call to the exchange 10, and reads out the extension telephone number of the person in charge from the disk 12. 14
is a control unit that notifies the information processing device 13 of the calling number or additional information from the customer, and connects the called customer using the extension telephone number read from the information processing device 13 to the extension telephone 71 of the corresponding person in charge. Control as follows.

Displays 111, 112, . . . display the customer information of the calling customer read out from the disk 12 by the control unit 14.

0010

[Operation] In the disk 12, the name of the person in charge corresponding to the customer and his/her extension telephone number are registered in advance as database information. In the case of an ISDN network, the corresponding person in charge is read from the disk 12 based on the calling number in the customer's call setup message, the person in charge is directly called, and the called person and the customer have a conversation. In this case, since there is no need for a switchboard operator, the customer does not feel the inconvenience of having to deal with an operator, and the customer does not need to check the extension telephone number of the person in charge, which improves the service quality for the customer. Furthermore, since no operator is required, errors in handling can be eliminated. Also, display 111
, 112, . . . , the customer information is displayed, so the person in charge can have a smooth conversation with the customer while viewing this information.

[0011]

DESCRIPTION OF THE PREFERRED EMBODIMENTS FIG. 2 shows a block diagram of an embodiment of the present invention, in which parts having the same functions as those in FIG. 7 are given the same numbers. In FIG. 2, reference numeral 10 denotes an exchange, which performs exchange processing between the existing network 1, ISDN network 3, and extension telephones 71, 72, . . . . Displays 111, 112, . . . are provided corresponding to the respective extension telephones 71, 72, . Reference numeral 12 denotes a disk, which stores database information consisting of a customer list A (including a service staff list a1, an individual service list a2, etc. as described later) and a general reception staff list B as shown in FIG. . 13 is an information processing device that performs information processing based on database information stored on the disk 12; A control unit (processor) 14 is connected between the exchange 10 and the information processing device 13, and controls the entire system.

Next, the operation of the present invention will be explained in conjunction with the sequence shown in FIG. 4 and the operation flowcharts shown in FIGS. 5 and 6.

First, database information is created using the information processing device 13 and stored on the disk 12. This is created, for example, by each person in charge or a specialized operator corresponding to each extension telephone 71, 72, . . . when receiving a first call from each customer. In the present invention, although creating this database information is troublesome, once it is created, it is possible to provide good service to customers and to connect an extension telephone without error.

[0014] The customer list A shown in FIG. 3 includes the names of individual persons in charge in the exchange, their extension telephone numbers, and multiple numbers corresponding to the calling number (caller number) in the call setting message indicating an incoming call from a customer of the ISDN network. The name of the person in charge (list of service personnel a1), their telephone extension number, and customer information for each customer (customer's address, telephone number, product from last purchase, etc.)
is registered. Information on the presence or absence of a link is also registered, and general customer information is registered as no link for a customer who uses one customer phone. For customers who are used by multiple customers (for example, multiple people in a family), the link address for the person in the family is registered as having a link, and in addition, a personal correspondence list is created corresponding to this link address. Customer information is registered in a2. In addition, in the general receptionist list B, the name of the person in charge of general reception when the person in charge designated by the customer is absent or the corresponding person does not exist, and his/her extension telephone number are registered.

[0015] Such database information is stored on disk 1.
After creating step 2, enter the actual marketing incoming service.

For example, when a call is made from a customer on the customer telephone 4 of the ISDN network 3 (step 50 in FIG. 4), the exchange 10
The information processing device 13 is notified of the incoming call (step 51 in FIG. 4), and the information processing device 13 determines whether or not there is a calling number in the call setup message (step 100 in FIG. 5).
), if there is a calling number, the corresponding person is determined from the calling number based on the customer list A (step 52 in FIG.
Step 101 in FIG. 5). Next, it is determined whether the person in charge is an individual person in charge (step 102 in FIG. 5), and if the person in charge is an individual person in charge, it is determined whether or not the call can be received by the main person in charge (step 103 in FIG. 5). If the call can be received, customer information is acquired (step 104 in FIG. 5).

[0017] When acquiring customer information, it is determined whether there is a list link for individuals (step 150 in FIG. 6), and if there is a single customer (owner of the customer telephone 4) (step 150).
NO) Determine the customer information for the customer from the customer list A in FIG. 3 (step 151 in FIG. 6, step 53 in FIG. 4) and send the customer information to the main person in charge (for example, the person in charge of the extension telephone 71). Display 111 provided
(Step 54 in Figure 4, Step 1 in Figure 5)
05). Next, the information processing device 13 requests the exchange 10 to call the person in charge of the extension telephone 71 (step 55 in FIG. 4, step 106 in FIG. 5), and the exchange 10 makes a call to the person in charge (step 55 in FIG. 4, step 106 in FIG. 4, step 56). The person in charge responds (step 57 in FIG. 4) and starts a conversation with the customer on customer telephone 4 based on the customer information displayed on display 111 (step 58 in FIG. 4). Since customer information is displayed on the display 111, the person in charge can have a smooth conversation with the customer while viewing this information.

[0018] Other individual customers also converse with the desired person in charge in the same manner as in the above case.

As described above, in the present invention, the name of the person in charge in the exchange corresponding to the customer, his/her extension telephone number, and the customer information of each customer are registered in advance as database information on the disk 12, and the information contained in the customer's call setting message is stored in advance. The corresponding person in charge in the exchange is read from the disk 12 based on the calling number, and the person in charge is called directly, and the person in charge speaks with the customer based on the customer information displayed on the display. In this way, there is no need for a switchboard operator, so the customer does not feel the hassle of having to deal with an operator, and there is no need for the customer to check the extension number of the person in charge.
As a result, service to customers can be improved, and since an operator is not required, errors in handling can be eliminated.

If the incoming call is added to the main person in charge at step 103 in FIG. It is determined whether or not the call can be received (step 108 in Figure 5), and if the call can be received, customer information is acquired (Figure 5
Step 104): Thereafter, the customer and the deputy person in charge have a conversation in the same manner as described above. If there is no sub-person in charge (step 107 in FIG. 5) or if there is a sub-person who cannot receive calls (step 108 in FIG. 5), the general receptionist list B shown in FIG. A person in charge of the general reception is called (steps 109 and 110 in FIG. 5), and the customer and the general receptionist then have a conversation in the same manner as described above.

[0021] Furthermore, if no individual person in charge is assigned (if there are multiple persons in charge), the service support person list a1 shown in FIG. 3 is read out (step 11 in FIG. 5).
1) Select the person in charge who has made the most requests for the customer (step 112 in FIG. 5), and after selection,
The corresponding customer and the person in charge have a conversation in the same way as above.

Furthermore, when multiple people in a family use one customer telephone, there is a list link for each individual in the customer list A shown in FIG. When acquiring customer information, it is determined whether there is a personal list link (step 150 in FIG. 6),
Since there are multiple customers (YES in step 150), it is determined whether there is a calling sub-address (step 152 in FIG. 6),
The personal correspondence list a2 shown in FIG. 3 is read out (step 153 in FIG. 6), and customer information for that customer is determined from there (step 151 in FIG. 6). Hereafter, the person in charge and the customer are contacted in the same way as in the previous case. conducts the conversation. If there is no calling subaddress (step 152 in FIG. 6), a request is made to the exchange 10 to input additional information (personal code) (step 154 in FIG. 6), and the input state is entered (step 152 in FIG. 6).
step 155). After receiving additional information from the customer, customer information is determined from the personal correspondence list a2 based on this information.

[0023] When a call is made from a customer using the customer telephone 2 of the existing network 1, there is no calling number because it is not an ISDN network. In this case, an additional information input request is made to the exchange 10 (step 59 in FIG. 4, step 113 in FIG. 5),
The system enters an input standby state (step 114 in FIG. 5). The exchange 10 requests the customer telephone 2 to input additional information using a second dial tone (2nd DT) or an announcement (step 60 in FIG. 4), and upon receiving the additional information from the customer (step 61 in FIG. 4). , information processing device 13
(step 62 in FIG. 4). Thereafter, as in the case described above, the customer list A is read out, the person in charge is determined, and the person in charge and the customer have a conversation.

[0024]

[Effects of the Invention] According to the present invention, the extension number of the person in charge of the customer is registered in advance on a disk, and the corresponding person in charge is read from the disk based on the calling number from the customer, so there is no need for a switchboard operator. This eliminates the need for the customer to feel the hassle of having to use an operator, and the customer does not need to verify the extension number of the person in charge, which improves customer service. Intermediary errors can be eliminated.

[Brief explanation of drawings]

FIG. 1 is a diagram explaining the principle of the present invention.

FIG. 2 is a block diagram of one embodiment of the invention.

FIG. 3 is a diagram of database information.

FIG. 4 is an operation sequence diagram in the present invention.

FIG. 5 is a flowchart (overall) in the present invention.

FIG. 6 is a flowchart (customer information acquisition) in the present invention.

FIG. 7 is a block diagram of a conventional example.

[Explanation of symbols]

1 Existing network 2, 4 Customer telephone 3 ISDN network 71, 72,... Person in charge's extension telephone 10 Exchange 111, 112,... Display 12 Disk 13 Information processing device 14 Control unit

Claims (3)

[Claims] Claim 1: In a system that provides service when a customer receives a call from a customer to each of a plurality of extensions of an exchange (10), a disk (12) in which the name of the person in charge and the extension telephone number for the customer are registered in advance. and an information processing device (13) that is notified of the calling number or additional information issued by the customer when the customer receives a call to the exchange (10), and reads out the extension telephone number of the corresponding person from the disk (12).
) and a control unit (14) that controls the entire system, and the control unit (14) notifies the information processing device (13) of the calling number or additional information from the customer; The calling customer is sent to the telephone extension (71) of the person in charge using the telephone extension number read out from the information processing device.
An extension routing control method characterized by controlling the connection to the . 2. The extension routing control system according to claim 1, wherein the method of pre-registering the person in charge and his/her extension telephone number in the disk (12) is a method of registering upon receiving a first call from a customer. . 3. Customer information for each customer is further registered in the disk (12), and displays (111, 112, . . . ) corresponding to the telephone extensions (71, 72, . ) is further provided, and controls the control unit (14) to read customer information of the calling customer from the disk (12) and display it on the display (111) of the corresponding person in charge. The extension routing control system according to claim 1, characterized in that: