JPH0496463A - Reception job processing device - Google Patents

Abstract

PURPOSE:To manage and relieve the state of an overflowing call on the side of reception by providing an automatic response part, applicant telephone number recognition part, overflowing call state display part and automatic applicant call-back part in the device of receiving and processing an application through a telephone call. CONSTITUTION:The call from a caller is transmitted to a received call processing part 1 and when the call can not be directly received by an operator, the call is transmitted to an automatic response part 2. A prescribed guidance showing the busy state of reception is transmitted from the automatic response part to the caller and it is promoted to a calling party to input the telephone number by voice. The voice from the caller is analyzed by a voice recognition part 3, converted to the telephone number, transmitted to the automatic response part 2 and a telephone number storage part 6, embedded in a response sentence and utilized for confirming the user. By this process, the telephone number and extension number of the processed call are stored in the telephone number storage part 6, and the operator selects and instructs the caller to be next processed by observing the state of displaying the telephone number at a waiting call state display part 7. The instructed telephone number and extension number are automatically called back.

Description

[Detailed Description of the Invention] [Industrial Application Field] The present invention provides a method for handling calls when all reception telephones are in use and the reception is overflowing with calls in various telephone reception services. The present invention relates to a reception business processing device having the following characteristics.

[Conventional technology]

Previously, in response to overflowing calls, the caller would receive a busy tone or receive a message such as ``The reception desk is very busy at the moment. Please wait for a while and then get back to us.'' was only notified.

[Problem to be solved by the invention]

Therefore, during times when the reception desk is busy, the caller is required to call again and again, which is very annoying.

Further, there was also a drawback for the receiver, in that if callers who received overflowing calls did not reapply, they would lose their long-awaited applications.

The present invention solves the above-mentioned drawbacks and provides an acceptance processing device that manages calls that could not be accepted in the past by managing the overflow call status on the acceptance processing device side. Our goal is to provide the following.

[Failure to solve the problem]

In order to achieve the above object, the present invention provides a reception business processing device that receives and processes applications made via telephone, which includes an automatic response section, an applicant telephone number recognition section, an overflow call status display section, and an applicant's telephone number recognition section. Equipped with an automatic call-back unit.

[Effect]

When the number of applications received by phone exceeds the number that can be accepted, the automatic answering department will notify you of the overflow and notify you of the number of applications received by phone, saying, ``Currently, we are unable to process applications, so we will call you back as soon as there is a space available.We will provide you with your phone number.'' Please output a message saying "Please."

The applicant telephone number recognition unit receives and recognizes the telephone number notification from the applicant. The overflow call status display section stores the recognized telephone number and displays it along with the applicant's application ranking information.

Next, when a vacancy becomes available for reception processing, the operator selects and designates one from among the overflow calls displayed on the overflow call status display section, taking into account the order of applications, etc. The applicant automatic call-back unit automatically calls and calls the call applicant.

In this way, if an applicant applies once, even if there is an overflow of calls, he or she can be sure to be called back later and undergo the reception process.

It differs from conventional reception processing devices in the following points.

■A device with an automatic voice response function can automatically respond to overflowing calls.

■Following the guidance, the caller can be connected to a waiting queue by recognizing the caller's phone number and extension number from the voice or PB signal sent by the caller.

■The operator can automatically call the user (caller) by looking at the list of waiting states and selecting a call.

〔Example〕

FIG. 1 is a block diagram showing the system configuration of an embodiment of the present invention.

In the figure, 1 is a reception call processing unit that processes calls made to the reception center (reception processing device), 2 is an automatic response unit that handles overflow calls, and 3 is a phone number of the user (caller). A voice recognition unit that recognizes when it is sent in voice,
4 is a PB tone recognition unit that recognizes a telephone number when it is sent as a PB tone; 5 is a voice recognition unit or FB
a caller telephone number recognition unit that recognizes a telephone number and extension number from a caller using an I-phone recognition unit; 6 a telephone number storage unit that stores the telephone number recognized by the caller telephone number recognition unit 5; Reference numeral 7 indicates a waiting call status display section that displays stored telephone numbers in a fixed order; 8 indicates an overflow call status display section that includes a telephone number storage section 6 and a waiting call status display section 7; and 9 indicates a designated telephone number. This is an automatic caller callback unit that calls the caller.

Next, the circuit operation of the embodiment of the present invention will be explained.

First, a call from a caller (acceptance applicant, user) is sent to the acceptance call processing section 1, and if an operator is available to accept the call, the operator picks up the call and executes the "acceptance" service. When all operators are busy and a call cannot be directly accepted by an operator, the call is sent to the automatic answering section 2.

The automatic response unit sends a predetermined guidance to the caller to the effect that the reception desk is busy, and begins processing to obtain the caller's telephone number. That is, first, tell the other party that all reception phones are in use, and then prompt the other party to input the phone number by voice by using a tone signal using push-tone (PB) or by reading the phone number. .

A tone signal or voice from the caller is sent to the caller telephone number identification section 5. The voice is recognized by the voice recognition unit 3 as PB
The I--tone signal is analyzed by the PB tone recognition section 4 and converted into a telephone number. The converted telephone number is sent to the automatic response section 2 and the telephone number storage section 6. The telephone number sent to the automatic response section 2 is embedded in the response message and used for user confirmation.

If the recognition result is denied by the caller, the caller is prompted to re-enter the caller, and the telephone number sent to the telephone number storage section 6 is canceled. (In the case of human voice recognition, there may be errors in the recognition results, but in the case of PB), errors in recognition are rare.) After the phone number is confirmed and the phone number is acquired, the caller can be contacted. The exchange ends.

Please refer to FIG. 2, which shows an example of the guidance and conversation content between the automatic response unit 2 and the user.

The telephone number and extension number of the call processed by the above procedure are stored in the telephone number storage section 6. These caller phone numbers are prioritized by assigning the number of reminders (the number of times they call back because they can't wait), waiting time, etc. It is displayed on the waiting call status display section 7. Please refer to FIG. 3, which shows an example of the display on the waiting call state display section 7.

The operator looks at the display state of the telephone number on the waiting call state display section 7, and selects and instructs the caller to be processed next. The designated telephone number and extension number are sent to the caller automatic call-back section 9, and a call-back is executed. When the other party answers the phone, the operator intervenes and says, ``Sorry for keeping you waiting.
This is a telephone reception center. ” and started responding.

Please refer to FIG. 4, which shows the operational flow in one embodiment of the present invention before operator intervention.

〔Effect of the invention〕

As explained above, according to the present invention, the number of telephone calls that conventionally required the caller to call back many times during the busy period of telephone reception work can be processed in one time, and The reception center also has the advantage of not losing customers due to insufficient processing capacity.

[Brief explanation of the drawing]

Fig. 1 is a block diagram showing the system configuration of an embodiment of the present invention, Fig. 2 is an explanatory diagram showing an example of guidance between the automatic response unit and the user and the content of the conversation in response to the guidance, and Fig. 3 The figure is an explanatory diagram showing an example of the display contents of the waiting call state display section, and FIG. 4 is a flowchart showing the operation flow in one embodiment of the present invention. Explanation of symbols 1... Reception processing unit, 2... Automatic response unit, 3... Voice recognition unit, 4... PB)-phone recognition unit, Death... Caller telephone number recognition unit, 6... ...Telephone storage section, 7.. Waiting call status display section, 9.. Overflow call state display section, 9.. Caller automatic call back section. Agent Patent attorney Akio Namiki

Claims (1)

[Scope of Claims] 1) In a reception business processing device that accepts and processes applications made via telephone, when the number of applications made by telephone exceeds the number of applications that can be accepted, the application is treated as an overflow call and is displayed as "Currently accepting applications". The automatic response unit outputs a message saying "Please let us know your phone number as we will call you back as soon as the process is busy," and we receive a phone number notification from the applicant in response. an overflow call status display unit that stores the recognized phone number and displays it with application ranking information of the applicant; 1. A reception business processing device comprising: an automatic applicant call-back unit that automatically calls and calls a selected and designated applicant for an overflow call from among calls.