JPH0746321A - Home working system using telephone - Google Patents

Abstract

PURPOSE:To easily collect housewives or the like at home as parttime operators by providing a home working system capable of attaining operator's home work for telemarketing business. CONSTITUTION:Data necessary for telemarketing business for operators or customers are previously registered in a center device 10, and at the time of executing the business, a three-person speaking state among operators 21, 20, customers 40, 41 and the center device 10 is prepared by a switchboard 30 and the business is executed among the operators 21, 20 and the customers 40, 41 under the monitoring (management) of the device 10.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION The present invention allows a home operator to
Using the telephone terminal at home, the operator can work from home by communicating with the business center via the telephone line and performing telemarketing work with the customer via the telephone line while being managed by the center. The present invention relates to a telecommuting system using a telephone.

More specifically, a service request processing business (telemarketing business, that is, telephone sales, invitation to become a member of a specific society,
An operator who conducts market research, questionnaire surveys, etc.) collects work at one place such as a business management center at home, and allows the operators to manage and control the results at the business management center. , A work-at-home system to assist operators who perform business economically and efficiently according to the time of the person subject to the business service and make it easier for operators who perform business to perform both housework and business according to their own time. The present invention relates to the present invention.

[0003]

2. Description of the Related Art Conventionally, when performing a service request processing business (telemarketing business) through a telephone, the operators who carry out the business are gathered in one place, the operators are arranged on a plurality of telephones, and a plurality of telephones are installed at a business management center. And the service request processing work through the telephone is carried out by the system having the telephone reception distribution function, the database function, the customer data processing function, and the voice storage function.

[0004]

Conventionally, in the service request processing work performed by telephone, the operators are gathered in one place such as a work management center to carry out the work. Therefore, the place and the transportation means of the operator must be secured. In many cases, housewives at home are used as part-timers when securing operators, and it is difficult for housewives to keep a balance between home and work and it is difficult to collect part-timers.

In order to carry out the work more efficiently,
It is necessary to adjust the working time of the customer who is the target of the business service at home, and for this reason it is necessary to set the working hours of the operator in the evening, night, and holidays. There was also a problem that it was difficult to collect and carry out the work.

[0006] Further, there is a case where the convenience of the time of the other customer and the convenience of the time of the specific operator do not match each other, and there is a case where the fixed service request processing work fixed to the operator and the customer cannot be performed one by one. There was also a problem that it could not be provided.

The present invention solves the above-existing problems, and it is not necessary to collect the operators in one place in the work management center to carry out the work. It is easy to collect as a timer, and it is relatively easy to perform work set for evenings, nights, and holidays, and it is also possible to perform detailed service request processing work fixed on a one-to-one basis between operators and customers. The purpose is to provide the teleworking system of the operator used.

[0008]

In order to achieve the above object, according to the present invention, an operator at home uses a telephone terminal at home to communicate with a business center via a telephone line and receive control of the center. However, in a telecommuting system using a telephone, which enables an operator to work from home by performing telemarketing work with a customer via a telephone line,

[0009] Data registration means for previously receiving and registering required data concerning teleworking for the operator in the center, and when the operator subsequently makes a teleworking offer through the telephone line, Accompanied by the data declared by the operator, by collating with the data registered in the data registration means,
A means for deciding whether to offer the telecommuting work,

When the answer is yes, means for signaling to the exchange side to realize a three-way call between the partner customer who has been notified by the operator in response to the offer to work from home, the operator, and the center, Since the three-way call has been realized, when the operator completes the work with the customer while receiving the monitor from the center, a means to detect that and end the three-way call, and then the result of the work Means for accepting and recording an operator's report to the center via a telephone line.

Furthermore, when the customer makes an offer to the telemarketing business service to the center through a telephone line, the data registration means is made by the data submitted by the customer along with the offer. A means for searching and determining a suitable operator is provided by referring to the data registered in.

Alternatively, when an operator receives a telephone call unrelated to the telemarketing business at the operator's home telephone terminal during a period in which the operator should perform the telemarketing business with the customer using the home telephone terminal. ,
The call is transferred from the exchange side to the center side, the contents of the call are recorded as an answering machine, and the center is further provided with a recording means for the subsequent pick-up by an operator.

[0013]

According to the present invention, the operator does not need to go to the work center one by one and can work from home. And since it is a work at home using a telephone terminal at home, the telephone charges used by the operator for his / her own business are of course burdened by the business center side, and when viewed from the customer side, Since the telephone number is visible as the telephone number on the side of the business center, the number of the telephone terminal of the operator's home is not announced, so there is no risk of the operator's private being violated.

Of course, the contents of work performed by the operator can be grasped and managed on the side of the work management center, and while the operator is working at his home telephone terminal (while waiting for the work to be performed), the operator's home Private calls (phones not directly related to work) that come directly to the telephone terminal are automatically transferred to the work management center, and the contents of the call are recorded and recorded by the operator later. It can be taken out by. In this way, the operator can work from home with peace of mind.

[0015]

Embodiments of the present invention will now be described with reference to the drawings. In the description, an example of telemarketing work will be described, but the present invention is not limited to telemarketing work in a narrow sense, and various consulting work, interpreting work, counseling work, etc.
It can be easily applied to telemarketing operations in a broad sense.

FIG. 1 is a schematic diagram showing a telecommuting system using a telephone as an embodiment of the present invention. In the figure, 10 is a center device (telephone reception processing device) of a telemarketing management center, 20 is a telephone of an operator who works from home, 21 is an operator who works from home, 30 is a telephone exchange, 31 is a three-way connection function device, and 40 is Telephones of customers who receive telemarketing services, 41 are customers, and 50, 51, and 52 are public telephone lines, respectively.

The telecommuting system performs telemarketing work at home with a telephone reception processing device 10 (hereinafter also referred to as a center device) installed as a center device in a telemarketing management center (hereinafter referred to as a center) which is the center of the system. The operator 21 and the telephone 20
A customer 41 who is a target of telemarketing, a telephone 40 thereof, and public telephone lines 50, 5 electrically connecting them.
An exchange 30 that connects 1,52 and unspecified customers
It consists of and.

The outline of the system of this embodiment will be described with reference to FIG. 1. First, at the center, the address, name, ID code, telephone number, data transfer method of the operator, other necessary data, and the customer's address are sent to the center device 10. Address, name,
ID code, age, phone number, other necessary data,
It is input and registered in advance from the operation unit of the center device.

Further, the operator 21 registers in the center apparatus 10 a time zone in which the telephone 40 sent by the customer 41 can be accepted from the home telephone 20. Now operator 21
In order to carry out a telemarketing business (hereinafter referred to as “out-band”) sent from the customer to the customer 41, the at-home operator 21 calls the center device 10 (21, 20).
→ 51 → 30 → 50 → 10) After connecting, the center device 1
From 0 to the operator 21, voice guidance requesting a signal for controlling the center device 10 is voice-synthesized and transmitted.

Then, the operator 21 follows his voice guidance and registers his own ID registered in the center device 10.
Code, work item "reception registration", "data transfer",
Out of the "out-band telema", "in-band telema", and "temporary transfer telephone storage", the number of the item "out-band telema" to be executed is transmitted by a dial signal.

Next, the operator 21 selects an arbitrary customer from the customer list registered in the center device 10 prepared at hand, and sends the customer number by a dial signal,
The center device 10 connects to the exchange 30 to the customer of the inputted customer number (10 → 50 → 30 → 52 → 40, 41) while keeping the telephone line connected to the operator, <operator ← → center device ←. → Instruct to make a three-way connection between the customer and the customer. After the three-way connection, the operator 21
Performs telemarketing work for the customer 41 under the monitor of the center device 10 (that is, under the control).

In order to carry out a telemarketing business (hereinafter referred to as in-band) performed by calling from the customer 41 and connecting to the operator 21, the customer 41 first calls the center device 10 (41, 40 → 52 → 30 → 50). → 1
0), the center device 10 finds and determines an operator who is available from the plurality of pre-registered operators for an acceptable time, and determines the operator, and provides the telephone line to the customer 41 for the exchange 30. Operator 21
Connect to (10 → 50 → 30 → 51 → 20, 21), <
Instruct to perform a three-way connection between the operator ← → center device ← → customer>. After the three-way connection, the operator
Under the monitor of the center device 10 (that is, under the control), the telemarketing business is performed for the customer 41.

A list of customers registered in the center device 10, telemarketing results, etc. are stored in the center device 10.
The information generated between the operator and the operator 21 is exchanged directly by a telephone dial signal, or by a personal computer using a telephone line, a word processor or fax communication.

When a telephone call is made directly to the operator's telephone during the time when the operator intends to carry out telemarketing work at home, the telephone call made by the operator to the exchange beforehand is shown in the figure. Register to transfer to the center device through another transfer telephone line (not shown), and for the call to the operator, record the contents with the recording function of the center device and store it temporarily, When the operator makes a request, the recorded content can be heard by the operator. If this is not done, the operator who is waiting to perform the telemarketing business will receive a private call and this will hinder the performance of the telemarketing business.

By using the function of the exchange to make the communication charge of the telephone call from the operator to the center device a function of paying the called party, the operator can telemarket without paying the communication charge and avoid unnecessary trouble. be able to. These three-way connection, call payee, and transfer telephone function systems can be easily performed by utilizing the respective functions of known exchanges.

Next, detailed specific examples of each part will be described. FIG. 2 is a block diagram showing a specific example of the center device in FIG. In FIG. 2, 1 is a data processing control unit, 2 is a voice response recording unit, 3 is a received signal detection unit, 4 is a telephone line automatic connection unit, 5 is a modem, 6 is an operation unit, and 7 is a printer.

Further, in the data processing control unit 1, 10
Reference numeral 1 is an interface, 102 is a CPU, and 103 is a received signal identification circuit. Also, in the voice response recording unit 2,
Reference numeral 201 is a control circuit, 202 is a voice synthesis circuit, 203 is a recording / playback circuit, 204 is an amplifier (AMP), and 205 is a monitor speaker. In the received signal detector 3,
Reference numeral 301 is a dial signal recognition circuit, and 302 is a specific spoken word recognition circuit. In the telephone line automatic connection unit 4, 401
Is a control circuit, 402 is a dial signal transmitting circuit, and 403 is an automatic receiving circuit. TL1 is a public line (for in-band or out-band), and TL2 is a public line (for transfer).

The data processing controller 1 processes and stores various data and controls the system. Telephone line automatic connection part 4
Automatically connects the center device 10 to the telephone line.
The reception signal detection unit 3 receives a telephone dial signal and a voice signal and performs signal conversion. Under the control of the data processing control unit 1, the voice response recording unit 2 voice-synthesizes and sends voice guidance of the operation, and records and reproduces voice from the outside. The modem 5 is for transmitting and receiving digital signals via a telephone line.

FIG. 3 shows the data processing control unit 1 in FIG.
3 is a block diagram showing further details of FIG. In FIG. 3, 1
01 to 103 are also shown in FIG. 2, but in addition,
The data processing control unit 1 includes a personal file memory 104 for operator and customer information, an operator ID code memory 1
05, a memory 106 for temporarily storing processed data, and a timer 107, which are connected to the common bus 108, respectively. The CPU 102 performs instruction control, arithmetic processing, and storage control processing with an operation procedure program. The interface 101 is for connecting to a public telephone line.

The circuit operation will be described below with reference to FIGS. In operating the home teleworking system,
First, it is necessary to register the operator and customer data in the center device 10, and in that case, the required data is input from the operation unit 6 of the center device 10. Please refer to the above processing flow shown in FIG. Note that the individual file memory here means the personal file memory 1
Pointing to 04.

When an operator who intends to work from home registers his / her time slot in which he / she can accept telephone calls (a time zone in which he / she can work from home) in the center device a. When the operator makes a telephone call (TL1) for the out-band of the center device, the automatic connection circuit 403 of the telephone line automatic connection unit 4 of the center device automatically connects, and this incoming signal is transmitted by the telephone line automatic connection unit 4. From the control circuit 401,
It is given to the CPU 102 of the data processing control unit 1. Upon receiving the incoming signal, the CPU 102 gives an instruction to the control circuit 201 of the voice response recording unit 2 according to the operation program at the time of incoming.

In response to this, the control circuit 201 of the voice response recording unit 2 voice-synthesizes the voice guidance of the operator's ID code requested by the voice synthesis circuit 202 and sends it to the connected public telephone line TL1. b. Upon receiving the ID code request voice guidance, the operator sends out his / her ID code by the number of the dial signal of the telephone.

C. The dial signal received by the center device is detected by the dial signal recognition circuit 301 of the received signal detection unit 3 and the received signal identification circuit 10 of the data processing control unit 1 is detected.
It is identified by 3 and is given to the CPU 102. CPU10
2 compares the received ID code with the ID codes of all the operators registered in the operator ID code memory 105, and if registered, sends a work item number request to the control circuit 201 of the voice response recording unit 2. Instruct to send the voice guidance after voice synthesis.

D. If the ID code cannot be collated, the control circuit 201 of the voice response recording unit 2 is again instructed to perform voice synthesis of the ID code request voice guidance of the operator and send it. e. When the operator receives the voice guidance requesting the work item number, the operator sends out the dialed numbers of the numbers corresponding to the work items that have been negotiated with each other.

In this case, since the reception time is registered, "1" is transmitted as a dial signal, and the dial signal recognition circuit 3 of the reception signal detection unit 3 of the center device which has received this signal.
01, and is sent to the reception signal identification circuit 103 of the data processing control unit 1 to perform signal identification. The identified signal is CP.
The voice guidance for confirming the work item is synthesized and sent to the control circuit 201 of the voice response recording unit 2 according to the operation procedure program given to the U102 by the CPU 102 when the received signal is "1".

F. When the received voice guidance matches the transmitted work item, the operator sends "1" and "reception time zone" by a dial signal. The center device receiving this dial signal performs the same operation as when the center device receives the dial signal, and the CPU 102 of the data processing control unit 1 stores the received reception time zone and the ID code of the corresponding operator in the memory 106. Once recorded,
According to the operation procedure program when the received signal is "1",
The control circuit 201 of the voice response recording unit 2 is instructed to voice-synthesize and transmit the synthesized voice guidance of the request for confirming the reception time.

When the content of the received voice guidance does not match the received work item registration registration, the operator sends a dial signal "0". Upon receiving the signal "0", the center device again sends the voice guidance in which voice synthesis of the work item number request is performed.

G. The operator who receives the voice guidance requesting confirmation of the reception time inputs the dial signal “1” if the reception time is correct, and the reception signal detection unit 3 of the center device receiving the dial signal controls the data processing control. The reception signal is sent to the CPU 102 of the section 1, and the CPU 10
Reference numeral 2 denotes a record of the reception time zone of the operator recorded in the memory 106 from the memory 106 according to the operation procedure program when the received signal is "1".
04, the timer 107 is started, and the control circuit 201 of the voice response recording unit 2 is instructed to the operator to voice-synthesize and send the voice guidance of the reception time registration reception. The automatic call receiving circuit 403 is instructed to hang up the telephone via the control circuit 401 of the automatic telephone line connection unit 4.

If the requested voice guidance for confirming the reception time does not match the time sent by the operator, the operator sends a dial signal "0", and the center device receiving this dial signal "0" makes the operator Again, the voice guidance of the work item number request is synthesized and transmitted.

When the time has passed and the reception hours have passed, the CP
U102 automatically deletes the reception time zone registered in the personal file memory 104 of the operator. If the reception time zone is not recorded in the personal file memory 104 of the operator, the telephone call from the customer is not connected to the operator.

Please refer to the above processing flow shown in FIGS. 5 and 6. It should be noted that FIGS. 5 and 6 are one flow chart showing the above-described processing flow by combining the two figures at the line AA section.

When an operator who works from home receives a private telephone call unrelated to the business directly to his / her own telephone terminal during the time when he / she intends to carry out telemarketing, he / she may have responded to the call and the business will be answered. Since it becomes impossible to do so, such a telephone should be transferred to the center device to have an absence recording recorded there, and the recorded content can be retrieved later. In order to do so, such a private telephone call directly to his own telephone terminal should be transferred to the center device.
It is necessary to register in the center device in advance, and the registration operation in that case will be described below.

A. The operator makes a transfer request to the exchange 30 accommodating his / her own telephone by designating a transfer destination telephone (TL2) of the center device from his / her telephone. As a result, the telephone call directly to the operator's home telephone is transferred by the exchange 30 to the transfer telephone (TL2) of the center apparatus. (At this time, if the operator's telephone is busy, the call is not transferred.) The call can be transferred to the designated destination easily by using the function of the known exchange. Please refer to the above processing flow shown in FIG. 7.

Next, the operator makes a transfer request to the exchange 30 and then temporarily keeps a transfer telephone also to the center device (transfer to the center device and make an absence recording there, and record it later). It is necessary to register the contents to be taken out), and the operation in that case will be described below.

B. When the operator makes an out-band telephone (TL1) for the center device, the operator is automatically connected by the automatic incoming circuit 403 of the telephone line automatic connecting unit 4 of the center device, and this incoming signal is the control circuit of the telephone line automatic connecting unit 4. Four
01 to the CPU 102 of the data processing control unit 1. The CPU 102 that receives the incoming signal instructs the control circuit 201 of the voice response recording unit 2 according to the operation program at the time of the incoming call.
In step 2, the voice guidance requesting the operator's ID code is synthetically created and sent to the connected public telephone circuit (TL1).

Upon receiving the ID code request voice guidance, the operator sends out his / her ID code by the number of the dial signal of the telephone. c. The dial signal received by the center device is detected by the dial signal recognition circuit 301 of the received signal detection unit 3, identified by the received signal identification circuit 103 of the data processing control unit 1, and given to the CPU 102.

The CPU 102 collates the received ID code with the ID codes of all the operators registered in the operator ID code memory 105, and if registered, requests the control circuit 201 of the voice response recording unit 2 for a work item number. Instruct to send the synthetic voice guidance of. d. If the ID code cannot be collated, the control circuit 201 of the voice response recording unit 2 is again instructed to send the synthetic voice guidance requesting the ID code of the operator.

E. When the operator receives the voice guidance requesting the work item number, in this case, since it is a temporary holding of the transfer telephone, "5" is sent out as a dial signal, and the dial signal recognition of the reception signal detection unit 3 of the center apparatus which receives this signal is recognized. The circuit 301 detects the signal and sends it to the reception signal identification circuit 103 to identify the signal. The CPU 102 confirms the work item to the control circuit 201 of the voice response recording unit 2 according to the operation procedure program for the reception signal “5”. The voice guidance of is synthesized and transmitted.

F. When the received voice guidance and the transmitted work item match, the operator sends a dial signal "1". g. The center device receiving this dial signal "1"
It is detected by the dial signal recognition circuit 301 of the reception signal detection unit 3 and sent to the reception signal identification circuit 103 for signal identification, and the signal is given to the CPU 102.

The CPU 102 uses the personal file memory 10
The temporary storage of the transfer telephone is registered in the operator file memory of No. 4, and the control circuit 201 of the voice response recording unit 2
When the temporary deposit registration is accepted, an instruction to send this synthetic voice guidance is issued, and an instruction to hang up the telephone is given to the automatic call receiving circuit 403 of the telephone line automatic connection unit 4. If the temporary deposit has already been registered in the operator file memory 104, the registration is canceled, and the control circuit 2 of the voice response recording unit 2 is canceled.
To 01, an instruction to send the voice guidance in which the temporary holding of the transfer telephone is released is issued, and an instruction to hang up the telephone is given to the automatic call receiving circuit 403 of the telephone line automatic connection unit 4.

If the content of the work item confirmation guidance sent is not the same as the temporary storage of the transfer telephone, the operator
The dial signal "0" is transmitted, and this dial signal "0" is sent.
The center device having received the message again sends the synthesized voice guidance requesting the work item number. Please refer to the above processing flow shown in FIG.

Next, the operation of exchanging data such as a customer list and telemarketing information between the center device and the operator will be described. When the operator makes a telephone call (TL1) for the out-band of the center apparatus, the operator is automatically connected by the automatic incoming circuit 403 of the telephone line automatic connecting section 4 of the center apparatus. From the control circuit 401 to the CPU 1 of the data processing control unit 1
Given to 02.

Upon receipt of the incoming signal, the CPU 102 gives an instruction to the control circuit 201 of the voice response recording section 2 according to the operation program at the time of the incoming call. Request voice guidance is synthesized and sent to the connected public telephone line. Upon receiving the ID code request voice guidance, the operator sends out his / her ID code by the number of the dial signal of the telephone.

B. The dial signal received by the center device is detected by the dial signal recognition circuit 301 of the received signal detection unit 3 and the received signal identification circuit 10 of the data processing control unit 1 is detected.
It is identified by 3 and is given to the CPU 102. CPU10
2 collates the received ID code with the ID codes of all operators registered in the operator ID code memory 105, and if registered, synthesizes the work item number request with the control circuit 201 of the voice response recording unit 2. Instruct to send voice guidance.

The CPU 102 of the data processing control unit 1
If it cannot be matched with the D code, the control circuit 201 of the voice response recording unit 2 is again instructed to send the synthetic voice guidance for the ID code request of the operator.

C. When the operator receives the voice guidance requesting the work item number, in this case, since the data is transmitted / received, "2" is transmitted as a dial signal, and the dial signal recognition circuit of the reception signal detection unit 3 of the center apparatus which has received this signal. Detected by 301, sent to the reception signal identification circuit 103 to perform signal identification, this signal is given to the CPU 102, and the CPU 102 follows the operation procedure program in the case of the reception signal “2” of the voice response recording unit 2. Control circuit 2
When the data is input to 01, "1" is input when the data is input, and "2" is input when the data is extracted.

D. If the operator dials "1" which means data input by this voice guidance,
The center device performs the same operation as when the dial signal is received, and the CPU 102 receives the signal "1" and further instructs the control circuit 201 of the voice response recording unit 2 to inquire whether or not to input data by the dial signal. To send.

If the operator inputs by a dial signal, "1" is input, whereby the CPU 102 of the data processing control unit 1 of the center device executes the work procedure program.
The operator is instructed to sequentially output the voice guidance of the data input procedure to the control circuit 201 of the voice response recording unit 2 according to a fixed protocol, and the dial signal sequentially transmitted by the operator as a dial signal according to the voice guidance. Is recorded in the customer file memory of the personal file memory 104 as customer data by the reception signal detection unit 3, the reception signal identification circuit 103, and the CPU 102.

E. When the data to be sent is completed, the operator sends a dial signal indicating the end of data. CPU 102 of data processing control unit 1 that has received this end signal
Instructs the control circuit 201 of the voice response recording unit 2 to output voice guidance for confirmation of termination.

F. CPU 102 of data processing control unit 1
When the end confirmation signal "1" is received from the operator, the operator instructs the automatic guidance circuit 403 to disconnect the telephone line by sending voice guidance indicating that the data has been accepted. g. When a signal “0” indicating that the data has not ended is received from the operator, the CPU 102 of the data processing control unit 1
Instructs the control circuit 201 of the voice response recording unit 2 to send the synthetic voice guidance of the data request again.

H. When a dial signal "0" is sent from the operator indicating that the data input is other than the dial signal when the data input method instruction is requested. The CPU 102 of the data processing control unit 1 reads out the individual data transmission method recorded in the operator file memory 104 of the personal file of the relevant operator, and if the data transmission method is a personal computer or word processing communication, it is connected to the telephone line of the other party. A data transmission / reception procedure signal is transmitted to a personal computer or word processor, and necessary management data is recorded in the personal file memory 104 of the customer and the operator of the data processing control unit 1 of the center device.

I. When the operator inputs the dial signal "2" indicating that the data is "retrieving" when selecting "input" or "retrieving" of data to the center device. j. CPU 102 of the data processing control unit 1 of the center device
Causes the control circuit 201 of the voice response recording unit 2 to output a voice guidance for confirming data extraction, and when the operator inputs "1", the CPU 102 of the data processing control unit 1 which receives the voice guidance receives a plurality of customer file memories (individuals). The necessary data is extracted from (included in the file memory 104), a customer list is created and recorded in the memory 106.

The CPU 102 of the data processing control unit 1 reads out the data transmission method recorded in the personal file memory 104 of the operator and prints out if the data transmission method is fax. The printed and printed customer list is manually sent to the operator by fax, and the CPU 102 of the data processing control unit 1 records that the fax is sent to the personal file memory 104 of the customer and the operator. The automatic call receiving circuit 403 is instructed to hang up.

K. When the data transmission method from the center device to the operator is a personal computer or word processor communication, the CPU 102 of the data processing control unit 1 sends and receives a data transmission / reception procedure signal to and from the personal computer or word processor connected to the partner's telephone line. Is recorded in the personal computer or word processor of the operator, and the personal file 104 of the corresponding customer and operator of the data processing control unit 1 of the center device is transmitted.
Then, necessary management data is recorded, and the automatic incoming circuit 403 is caused to disconnect the telephone line via the control circuit 401 of the automatic telephone line connecting unit 4.

L. When the data transmission method from the center device to the operator is neither fax nor personal computer or word processing communication, the data is printed out and mailed manually. m. At the time of confirming the data extraction, when the signal “0” indicating that the data is not extracted is transmitted, the CPU 102 of the data processing control unit 1 inputs the data again to the control circuit 201 of the voice response recording unit 2 or the customer list Instruct to send the synthetic voice guidance of the request for extraction. Please refer to the above processing flow shown in FIGS. Note that FIG. 9 and FIG. 10 are one flow chart showing the above processing flow by combining the two drawings at the line BB.

Next, the operation in the case of the out band will be described. a. When the operator makes a telephone call (TL1) for the out-band of the center device, the automatic connection circuit 403 of the telephone line automatic connection unit 4 of the center device automatically connects, and this incoming signal is controlled by the telephone line automatic connection unit 4. It is given from the circuit 401 to the CPU 102 of the data processing control unit 1.

Upon receipt of the incoming signal, the CPU 102 gives an instruction to the control circuit 201 of the voice response recording section 2 according to the operation program at the time of the incoming call. Synthesize the requested voice guidance and send it to the connected public telephone line. Upon receiving the ID code request voice guidance, the operator sends out his / her ID code by the number of the dial signal of the telephone. b. The dial signal received by the center device is detected by the dial signal recognition circuit 301 of the received signal detection unit 3, identified by the received signal identification circuit 103 of the data processing control unit 1, and given to the CPU 102.

The CPU 102 collates the received ID code with the ID codes of all operators registered in the operator ID code memory 105, and if they are registered, the work item number is sent to the control circuit 201 of the voice response recording section 2. Instruct to send the synthesized voice guidance of the request. c. If the ID code cannot be collated, the voice response recording unit 2 is instructed again to output the voice guidance in which the operator's request for the ID code is synthesized.

D. When the operator receives the voice guidance for requesting the work item number, since it is out of band in this case, "3" is sent out as a dial signal, and the dial signal recognition circuit 301 of the received signal detection unit 3 of the center apparatus which has received this signal. Detected by, and sent to the reception signal identification circuit 103 for signal identification, and the CPU 102 receives the reception signal “3”.
In accordance with the operation procedure program in the case of, the control circuit 201 of the voice response recording unit 2 is caused to send the voice guidance in which the customer number request is synthesized.

E. The operator inputs a customer number for performing telemarketing by a dial signal according to the received customer number request voice guidance. The received signal detected by the received signal detector 3 and identified by the received signal identifying circuit 103 in the data processing controller 1 of the center device
U102 reads the customer data corresponding to the received customer number from the customer file memory of the personal file memory 104, and outputs the voice guidance combined with the customer confirmation to the operator to control the voice response recording unit 2. Instruct 201.

F. If the customer of the corresponding number is not registered in the customer file memory (included in the personal file memory 104), the voice guidance synthesized with the customer number request is sent again. g. The operator sends "1" as a dial signal if the sent customer number and the confirmation voice guidance match,
The received signal is detected by the received signal detector 3 of the center device that receives this signal and sent to the received signal identification circuit 103, and this output is given to the CPU 102 of the data processing controller 1, and the CPU
In accordance with the operation procedure program when the received signal is "1" by 102, the automatic incoming circuit 403 is momentarily cut off the connected telephone line through the control circuit 401 of the automatic telephone line connection unit 4.

H. When the exchange 30 detects a momentary disconnection of the telephone line, it sends a connection hold tone to the operator and a dial request tone to the center device, and specifies the received signal detector 3 that has received the dial request tone. The output signal of the spoken word recognition circuit 302 is identified by the received signal identification circuit 103 of the data processing control unit 1 and given to the CPU 102, and CP
The U102 controls the control circuit 401 of the telephone line automatic connection unit 4 so that the dial signal transmission circuit 402 causes the exchange 30
To send a signal of the customer's telephone number.

Upon receiving the signal of the customer's telephone number, the exchange 30 makes a two-way connection between the center device and the customer. When the customer receives a call, the customer picks up the handset and gives a voice response. Reception signal detection unit 3 of the center device that receives this voice
The signal detected by the specific spoken word recognition circuit 302 is output from the reception signal identification circuit 103 of the data processing control unit 1 to the CPU.
Then, the CPU 102 causes the automatic call receiving circuit 403 of the telephone line automatic connection unit 4 to momentarily disconnect the telephone line.

I. When the exchange 30 detects the momentary disconnection of the telephone line, the exchange 30 connects the telephone line to the operator who has been put on hold, and makes a three-way connection between the operator, the customer, and the center device. With the connection between the three parties, the operator is under the control of the center device (the center device can be monitored), and the telemarketing business is performed. j. If the customer number input when requesting the customer confirmation does not match the confirmation voice guidance, the operator sends "0" as a dial signal, and the center device receiving this signal again outputs the voice guidance synthesized with the customer number request. Send out.

K. When the telemarketing business is over,
When the customer puts the handset first, the function of the exchange 30 returns to the two-way communication state between the operator and the center device. When the operator disconnects the line first, when the operator sends a signal indicating the disconnection of the telephone line by a dial signal, the dial signal recognition circuit 301 of the reception signal detection unit 3 of the center device detects the signal and the data processing control unit 1 The signal is identified by the received signal identifying circuit 103, and the signal is given to the CPU 102, and the CPU 1
02 causes the automatic incoming call circuit 403 of the automatic telephone line connection unit 4 to momentarily disconnect the telephone line. The exchange 30, which has detected this momentary disconnection of the telephone line, returns to a two-way communication state between the operator and the center device.

M. When a two-party call is made from the operator to the center device, the operator sends a dial signal indicating that the telemarketing work has been completed. Upon reception of this signal, the dial signal recognition circuit 301 of the reception signal detection unit 3 of the center device detects it, and the reception signal identification circuit 103 gives a signal to the CPU 102. The CPU 102 receives the signal and the customer file memory (personal file memory 1
04)) and the operator's file memory (included in the personal file memory 104) to record the end of the telemarketing work, and the synthesized voice guidance for inquiring whether to continue the telemarketing work, the voice response recording unit. 2 to the control circuit 201.

N. When the operator sends a dial signal "1" which means continuation of work, the CPU 102 of the data processing control unit 1 of the center device instructs the control circuit 201 of the voice response recording unit 2 to send the customer number request voice guidance. , Records in the customer file memory and the operator continues to work. o. When the operator sends a dial signal "0" which means interruption of business continuation during the voice guidance for business continuity confirmation, the CPU 102 of the data processing control unit 1 of the center device records the operator's hibernation state in the personal file memory 104 of the operator. And the control circuit 4 of the telephone line automatic connection unit 4
The automatic call termination circuit 403 hangs up the telephone via 01.

Please refer to the above processing flow shown in FIGS. 11 and 12. Note that FIG. 11 and FIG. 12 are one flow chart showing the above processing flow by combining the two drawings at the line CC line.

A. The operation in the case of in-band will be described below. Customer uses in-band telephone (TL1) for center device
When you call, the telephone line automatic connection unit 4 of the center device
The automatic call receiving circuit 403 automatically connects the telephone line, and the control circuit 401 of the telephone line automatic connection unit 4 notifies the CPU 102 of the data processing control unit 1 that the in-band has been inserted.

Upon receiving the notification, the CPU 102 searches the operator's personal file memory 104 for an operator who can accept a telephone call, and if there is an operator who can accept the telephone call, the CPU 102 causes the control circuit 401 of the telephone line automatic connection unit 4 to operate. The telephone line connected to the customer is momentarily disconnected by the automatic call receiving circuit 403 via. The exchange 30 that has sensed this momentary disconnection of the telephone line sends a hold tone to the customer while holding the telephone connection between the center device and the customer,
A dial request tone for requesting a telephone number for a third party connection is sent to the center device.

B. This dial request sound is detected by the specific speech recognition circuit 302 of the reception signal detection unit 3 of the center device, and the signal is received signal recognition circuit 103 of the data processing control unit 1.
To the CPU 102 as the output of
The U102 retrieves the telephone number of the operator recorded in the personal operator file 104 of the searched operator and connects it to the dial signal transmission circuit 402 through the control circuit 401 of the telephone line automatic connection unit 4. Issue a command to send to the telephone line. As a result, the exchange 30 connects to the telephone of the corresponding operator.

C. A signal in which the operator's response sound (voice) is detected by the specific spoken word recognition circuit 302 of the reception signal detection unit 3 of the center apparatus is given to the CPU 102 as an output of the reception signal identification circuit 103 of the data processing control unit 1, and the CPU
Reference numeral 102 denotes the automatic call receiving circuit 403 through the control circuit 401 of the telephone line automatic connection unit 4 to instantaneously disconnect the telephone line, and the exchange 30 which has sensed the instantaneous disconnection of the telephone line,
A telephone line is connected to the customer who has held the connection, and a three-way connection is made between the customer, the center device, and the operator. d. Here, the operator connected to the customer is under the control of the center device because of the three-way connection, and starts the telemarketing business.

E. When the customer places the handset first after the telemarketing work is completed, the exchange 30 returns the three-party connection to the two-party connection between the operator and the center device by its function. f. When the operator disconnects the line first, when the operator sends a signal indicating that the telephone line is disconnected by the dial signal, the dial signal recognition circuit 3 of the reception signal detection unit 3 of the center unit 3
The output of 01 is identified by the reception signal identification circuit 103 of the data processing control unit 1, and the output is given to the CPU 102, and the CPU 102 makes a call to the automatic call receiving circuit 403 via the control circuit 401 of the telephone line automatic connection unit 4. Disconnect the line for a moment. Switch 3 that detected a momentary disconnection on this telephone line
0 returns to a two-way communication state between the operator and the center device.

G. When the operator sends a dial signal indicating the end, it is identified by the received signal identification circuit 103 of the data processing control unit 1 as the output of the dial signal recognition circuit 301 of the received signal detection unit 3 of the center device, and the output is sent to the CPU 102. Then, the CPU 102 records the completion of the telemarketing work in the customer file memory and the operator file memory by this signal,
Control circuit 401. The automatic call receiving circuit 403 is caused to disconnect the telephone line via.

Please refer to the above processing flow shown in FIGS. 13 and 14. Note that FIG. 13 and FIG. 14 are one flow chart showing the above processing flow by combining the two figures at the portion of the line D-D.

Next, the operator working from home is asked to
The operation when a private telephone call unrelated to work is directly received, transferred to the center device, and temporarily stored in the center device will be described.

A. The private call, which is received directly from the operator, is transferred to the transfer phone (TL2) connected to the center device (the operator's phone is not busy). When an incoming call for this transfer is made, the automatic call-in circuit 403 of the telephone line automatic connection unit 4 of the center device automatically connects, and the control circuit 401 makes a transfer call to the CPU 102 of the data processing control unit 1. Notify that.

B. Receiving this signal, the CPU 102 causes the control circuit 201 of the automatic voice response recording unit 2 to output the synthesized voice guidance requesting the telephone caller to send the retransmitted telephone number. The telephone caller who has received the voice guidance requesting the transmission of the telephone number again transmits the telephone number again.

C. The output of the dial signal recognition circuit 301 of the reception signal detection unit 3 of the center device which receives this telephone number is identified by the reception signal identification circuit 103 of the data processing control unit 1 and given to the CPU 102. The CPU 102 searches the operator file memory of the personal file memory 104 for a file memory corresponding to the received telephone number, reads out the record data of the operator registered therein, and is the temporary deposit registered? If it is registered, the control circuit 201 of the voice response recording device 2 is instructed to output the voice guidance in which the recording preparation and the message request are combined, and the message of the called party is Recording circuit 2 of voice response recording unit 2
03 is recorded with the operator's recognition code added.

When the caller finishes sending the message and hangs up the telephone, the automatic call receiving circuit 403 of the telephone line automatic connecting section 4 hangs up the call. If the temporary storage is not registered in the file memory 104 of the operator, the control circuit 201 of the voice response recording unit 2 is instructed to output the synthesized voice guidance indicating that the registration is not made, and the telephone line automatic Automatic incoming circuit 40 via the control circuit 401 of the connection unit 4
Instruct 3 to hang up the phone.

Next, the operation when the operator who was working from home picks up the contents of the message to him / herself who has been transferred to the center device during work and kept in temporary storage from the temporary storage is the operator. This is done when the work is completed and the answering machine temporary custody is canceled after that as unnecessary.

D. The operation after the operator calls the in-band telephone (TL1) of the center apparatus is the same as the above-mentioned registration of the telephone reception time until the operator inputs the ID code and the work item number input request. When inputting a work item, an answering machine temporary deposit "5" is sent out as a work item number by a dial signal. The signal detected by the dial recognition circuit 301 of the reception signal detection unit 3 of the center device is identified by the reception signal identification circuit 103 of the data processing control unit 1, and its output is given to the CPU 102 and the CPU 1
02 instructs the control unit 201 of the voice response recording unit 2 to output to the operator the synthesized voice guidance for confirming that the work item is temporary storage of an answering machine.

E. The operator who receives this voice guidance sends "0" if it is not a temporary deposit. As a result, the CPU 102 of the data processing control unit 1 of the center device
Again issues an instruction to send the voice guidance in which the work item number sending request is synthesized. f. At this time, if the answering machine is temporarily stored, "1" is sent, and the detection output of the dial signal recognition circuit 301 of the reception signal detection unit 3 of the center device is identified by the reception signal identification circuit 103 of the data processing control unit 1 by this signal. , The signal is C
Given to the PU 102, the CPU 102 determines whether there is a temporary deposit with the relevant operator identification code, or the recording circuit 20 of the voice response recording unit 2 with the identification code of the operator.
3 is searched, and if there is no telephone deposit, the operator is notified that there is no deposit message with the synthesized voice guidance.

If there is a temporary storage of the telephone in the search of the recording circuit 203 of the voice response recording unit 2, the CPU 102 causes the control circuit 201 of the voice response recording unit 2 to make a synthetic voice that the operator has a temporary storage of the telephone. Notify by guidance. With this voice guidance, the corresponding operator
By sending the dial signal "1" in order to hear the recorded contents, the detection output of the dial signal recognition circuit 301 of the received signal detection unit 3 of the center device which received this is converted into the received signal identification circuit of the data processing control unit 1. It is identified by 103, and the signal is given to the CPU 102, and the CPU 102 instructs the reproduction circuit 203 of the voice response recording unit 2 to send a recording message of the operator, and the voice response recording unit 2 displays the recorded content. Send out.

When the recorded contents are exhausted, the reproduction circuit 203 notifies the CPU 102, and the CPU 102 releases the temporary keeping function registered in the personal file memory 104 of the operator concerned, and the temporary response is made in the control circuit 201 of the voice response recording unit 2. The operator sends the synthesized voice guidance of the cancellation of the function.

If the operator does not listen to the recorded contents, the operator sends a dial signal "0", so that the dial signal recognition circuit 30 of the received signal detecting section 3 of the center apparatus which receives the dial signal "0".
The detection output of No. 1 is identified by the reception signal identification circuit 103 of the data processing control unit 1, the signal is given to the CPU 102, and the CPU 102 causes the voice response recording unit 2 to erase the recorded message of the operator, and the telephone line automatic connection is established. The automatic call receiving circuit 403 is instructed to disconnect the telephone line via the control circuit 401 of the section 4 to disconnect the telephone line.

Please refer to the above processing flow shown in FIGS. 15 and 16. Note that FIG. 15 and FIG. 16 are one flow chart showing the above processing flow by combining the two drawings at the line EE.

[0098]

According to the present invention, the following effects can be expected. (A) It is not necessary for operators to gather telephony operations in one place by carrying out telemarketing operations while each operator is at home, and it is not necessary to take a large space for the telemarketing center operations. (B) Since the operator can carry out the work at home, it is not necessary to secure transportation means, which reduces commuting costs.

(C) In order to secure an operator, a housewife at home is often used as a part-timer, and the operator can perform both telemarketing work and housework. (D) Home telemarketing enables efficient telemarketing according to the customer's time even on night holidays.

(E) By contracting the telematics business, the waste of the employment time system is eliminated. (F) In order to carry out telemarketing work efficiently, if the working hours of the operator are adjusted to the customer's home, it is necessary to set the working hours in the evening, at night, and on holidays, which can be released from the irregular work of the operator. . (G) In home telemarketing, the operator does not pay the telephone charge even though the operator uses his own telephone.

(H) Since it is not necessary to disclose the telephone number of the operator himself, the operator keeps the private. (I) Telemarketing operations can be grasped and managed at the telemarketing management center. (Nu) It is not necessary to prepare special functions and equipment for the operator who has a telephone.

[Brief description of drawings]

FIG. 1 is a schematic diagram showing a telecommuting system using a telephone as an embodiment of the present invention.

FIG. 2 is a block diagram showing a specific example of a center device in FIG.

3 is a block diagram showing further details of a data processing control unit 1 in FIG.

FIG. 4 is a chart showing a processing flow when registering an operator, customer data, and the like in the center device.

FIG. 5 is a chart showing an upper half of a processing flow when registering a time zone in which a telephone call from an operator's customer can be accepted in the center device.

FIG. 6 is a chart showing a lower half of a processing flow in the case of registering a time zone in which a telephone call from an operator customer can be accepted in the center device.

FIG. 7 is a chart showing a processing flow in the case of registering a transfer destination of an operator who works from home to transfer a private call to a center device for temporary voice deposit so that the transfer destination is registered in an exchange.

FIG. 8 is a chart showing a processing flow when a temporary voice deposit is registered in the center device in order to transfer a private telephone call to an operator working from home to the center device for temporary voice deposit. .

FIG. 9 is a chart showing an upper half of a processing flow when data is exchanged between a home operator and a center device.

FIG. 10 is a chart showing a lower half of a processing flow when data is exchanged between a home operator and a center device.

FIG. 11 is a chart showing the upper half of the processing flow when a teleworking operator calls a user (customer) to perform telemarketing (out-band).

FIG. 12 is a chart showing the lower half of the processing flow in the case of telephoning a user (customer) from a home operator to perform telemarketing (out-band).

FIG. 13 is a chart showing the upper half of the processing flow when a user (customer) calls a home operator to perform telemarketing work (in-band).

FIG. 14 is a chart showing the lower half of the processing flow when a user (customer) calls a home operator to perform telemarketing work (in-band).

FIG. 15 is a processing flow in the case where an operator who is working from home receives a private telephone call that is not related to work, transfers it to the center device, and asks the center device to temporarily store the call. It is a chart which shows the upper half.

FIG. 16 is a processing flow in a case where an operator who is working from home receives a private telephone call that is not related to work, transfers it to the center device, and asks the center device to temporarily store the call. It is a chart which shows the lower half.

[Explanation of symbols]

1 ... Data processing control unit, 2 ... Voice response recording unit, 3 ... Received signal detection unit, 4 ... Telephone line automatic connection unit, 5 ... Modem, 6
... operation part, 7 ... printer, 10 ... center device (telephone reception processing device) of the telemarketing management center, 20 ... telephone of operator working at home, 21 ... operator working at home, 30 ... telephone exchange, 31 ... three-way connection function Device, 40 ... Telephone of customer receiving telemarketing service, 41 ... Customer, 50, 51, 52 ... Public telephone line, 101 ... Interface, 102 ... CPU, 103
... reception signal identification circuit, 201 ... control circuit, 202 ... voice synthesis circuit, 203 ... recording / playback circuit, 204 ... amplifier (AMP), 205 ... monitor speaker, 301 ... dial signal recognition circuit, 302 ... specific language recognition circuit, 401
... control circuit 402 ... dial signal transmission circuit 403 ...
Automatic incoming circuit, TL1 ... Public line (for in-band or out-band), TL2 ... Public line (for transfer).

Claims (3)

[Claims] 1. An at-home operator uses a telephone terminal at home to communicate with a business center via a telephone line and under the supervision of the center, conduct telemarketing business with a customer via the telephone line. As a result, in a telecommuting system using a telephone that enables the operator to work from home, in the center, a data registration means for previously receiving and registering required data regarding telecommuting for the operator, and then from the operator to telecommuting Whether an offer for work from home is possible or not by collating the data reported by the operator with the offer for work through the telephone line with the data registered in the data registration means. And the switchboard side when it is possible, and the operator requests the telecommuting work. There was a problem with the other customer, the operator, the center, and the means for realizing a three-way call, and because the three-way call was realized, the operator conducts a call with the customer while receiving a monitor from the center. When the work is completed, a means for detecting the end of the work and ending the three-way call, and a means for receiving and recording the report of the work result by the operator to the center via the telephone line are recorded. A telecommuting system using a telephone that is characterized by 2. An at-home operator uses a telephone terminal at home to contact a business center via a telephone line and manages the center while performing telemarketing business with a customer via the telephone line. As a result, in a telecommuting system using a telephone that enables the operator to work from home, in the center, a data registration means for preliminarily receiving and registering required data concerning telecommuting for the operator, and telemarketing work from the customer When the offer to receive the service is made through the telephone line, the data registered by the customer is referred to by the data declared by the customer in accordance with the offer,
Means for searching and determining a suitable operator, and then signaling the exchange side to determine that operator,
A means to realize a three-way call between the customer and the center, and the fact that the three-way call has been realized, so when the operator finishes the work with the customer while receiving the monitor from the center, And a means for terminating the three-way call, and a means for accepting and recording an operator's report of the work result to the center via the telephone line. Work from home system using. 3. The telecommuting system using a telephone according to claim 1 or 2, wherein the operator's home telephone is used during a period in which the operator uses the home telephone terminal to perform telemarketing work with the customer. When a terminal receives a call that is not related to telemarketing work, the call is transferred from the exchange side to the center side, the contents of the call are recorded as an answering machine, and the recording means is prepared for the subsequent removal from the operator. A telecommuting system using a telephone, further comprising: