JPH1051550A - Reception dealing system and storage medium storing reception dealing program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To smoothly succeed for dealing by determining a person in charge of a selecting the instruction, succeeding the dealing of a customer and transferring information managed by a customer information managing means to that person in charge. SOLUTION: When an inquiry is received from a customer, a reception operator inputs a client number heard from the customer from an input part 121 of a server 120. Based on this number, a retrieval part 123 retrieves dealing history information file, possesses customer history information and displays it on a display part 122. The reception operator inputs a job name or a question section, corresponding to the contents of the inquiry, and the retrieval part 123 retrieves a person-in-charge information file. A person-in-charge determining part 124 selects the persons in charge, who can answer the retrieved result, and displays the plural persons in charge on the display part 122. The reception operator designates any one of displayed persons in charge and reports the summary or the like of the inquiry through an extension to that person in charge as audio information. An information transmission part 125 transfers the client information and the client history information, etc.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reception service system, and more particularly, to a reception service system for taking over telephone calls to a department in charge of telephone service and customer service. For details, when transferring a call to a department capable of responding to such inquiries from customers or a person who specializes in handling the requirements, in order to quickly take over the customer without having to wait a long time Reception reception system.

[0002]

2. Description of the Related Art Conventionally, when a customer inquires about a certain requirement by telephone or the like, the customer is asked about the requirement and, depending on the content, a person who has previously been in charge of the same customer or
When it is necessary to take over to a specialized department, the operator who first receives the inquiry searches for a person in charge from a list, or supposes a department related to the content based on the content, and takes over the inquiry by telephone or the like.

[0003] For example, when a customer inquires about a product, a customer service center is called. Also, when there is an inquiry about the delivery of the product, the delivery department is called. For example, in the case A, the department A is assigned, and in the case B, the department B is assigned according to a predetermined category. There is a method of handing over to the set department. In this case, the content that has already been heard from the customer is transmitted to the person who first responded to the telephone in the department, and the telephone is taken over.

[0004] When a customer specifies a name or a department in charge, there is a method of directly calling the person in charge or the department in charge by telephone (extension, etc.) to inform the customer of the content being listened to.

[0005]

However, the above-mentioned conventional method does not pose a problem if the department or person in charge to be taken over from the customer is directly specified, but the customer deals with the requirements. If the operator does not know the department or charge, and the operator is unclear about the category of the department or the content of the inquiry, it is handled in that department even if the inquiry is made to a number of departments or transferred to a certain department. If the content is not the content, the customer has to repeat the same content as the content that was first spoken to the operator who responded in the department to which the customer has taken over, which is troublesome.

There is also a problem that a customer waits for a long time until an operator makes an inquiry to a number of departments and the department handling the contents of the customer's inquiry takes over. The present invention has been made in view of the above points, and solves the conventional problems described above. If a response from a customer is taken over according to the content of a question from a customer, the same content may be repeatedly described or extended. It is an object of the present invention to provide a reception service system and a storage medium storing a reception service program that can take a smooth response without waiting.

A further object of the present invention is to provide information, such as the contents of a response previously given by a customer from a question or the history of the customer, to a person most suitable for the response by using screen information and voice information. An object of the present invention is to provide a reception service system and a storage medium storing a reception service program that can be taken over in real time.

[0008]

According to a first aspect of the present invention, there is provided a reception response system for transferring a call to a person in charge according to the contents of the inquiry when the reception operator receives a communication including an inquiry from the customer. Customer information management means for managing customer information including the contents of the inquiry, personnel information management means for managing the identification information of the person in charge and the matters in charge, and information on the person information management means,
A person in charge deciding means for deciding a person to be instructed to select and instructs the person in charge determined by the person in charge deciding means to take over the customer's response and transfer the information managed by the customer information management means to the person in charge. Means.

In the second invention, the reception operator and the person in charge each have display means or voice information transfer means. In the third invention, the information transfer means includes an elapsed time notifying means for measuring a time from a time when an inquiry from a customer is received to a time when the inquiry is transferred to a person in charge, and notifying the person in charge of the measured time. .

[0010] In the fourth invention, the person in charge information managing means includes a person in charge information managing means for managing the current state of the person in charge. In the fifth aspect, the person in charge determining means searches the person in charge management means and finds that the person in charge satisfies an allowable level, is present, and is available to respond, When the level of the person in charge is lower than the allowable level or the person in charge is absent as a result of searching for the first transfer means that takes over the response and the person in charge status management means, the business information management means is searched. And second takeover means for determining another person in charge.

According to a sixth aspect of the present invention, when the extension number of the person in charge and the terminal ID used by the person in charge are changed in the person information management means, the changed extension number and the terminal ID are changed. And updating means for reflecting the information in the record of the person in charge corresponding to. A seventh invention is a storage medium storing a reception response program, wherein a person in charge determination process for displaying the identification information of the person in charge stored in the storage means and information of the matter in charge, and determining the person to be instructed to select. And a transfer process for taking over the customer's response to the person in charge determined by the person in charge determining process and transferring customer information including customer inquiry contents stored in the storage means to the person in charge. .

According to an eighth aspect of the present invention, in the above information transfer process, the time from when the inquiry from the customer is received to when the inquiry is transferred to the person in charge is measured, and the time measured is also notified to the person in charge. Including the elapsed time notification process. According to a ninth aspect, in the above-mentioned person in charge determining process, when the person in charge satisfies the allowable level, is present, and is available, the first person in charge of taking over the person in charge is available. If the level of the person in charge is below the acceptable level or the person is absent, a second handover process for determining another person is included.

[0013] According to a tenth aspect, an extension number of a person in charge and a change input of a terminal ID used by the person in charge are acquired,
And updating the record of the person in charge corresponding to the changed extension number and the terminal ID to the storage means in real time. According to the first and seventh aspects, when a reception operator serving as a contact point for customer inquiries receives a notification including an inquiry from a customer, when the reception operator transfers the inquiry to a person in charge according to the content of the inquiry, Refers to customer management information that is managed in advance, obtains inquiry history information and inquiries from customers previously received from the customer, and refers to the information of the person in charge that is managed in advance, and By acquiring the information of the person in charge, department, etc., and the person's level and the current state of the person in charge (attended, unattended, vacation, etc.), the person in charge to take over the response can be determined. . As a result, when taking over a response to the determined person in charge, the customer information acquired by the search is transferred to the person in charge.

In the second invention, the information of the customer acquired by the first invention is taken over from the reception operator by using the display means or the voice information transmission / reception means possessed by the reception operator and the person in charge. It can be forwarded to the person in charge. According to the third and eighth inventions, it is possible to notify the person in charge of the time counted from the time when the inquiry from the customer is received to the time when the inquiry is transferred to the person in charge, together with the transfer of the customer information.

In the fourth aspect of the present invention, it is possible to determine an optimal person in charge corresponding to the customer by referring to the current state of the person in charge using the person in charge management information. In the fifth and ninth inventions, when the retrieved level of the person in charge satisfies the allowable level, is present, and is available, the person in charge can take over the person in charge,
On the other hand, if the level of the person in charge is lower than the allowable level or the person in charge is absent, when the customer inquires to search the business information management means and determine another person in charge. To find the best person in charge,
It is possible to take over the response to the person in charge.

In the sixth and tenth inventions, when the extension number or terminal ID of the person in charge is changed due to a change of seat, etc.,
By updating the person in charge information corresponding to the change information in real time, it is possible to make the information consistent with the information presented to the reception operator.

[0017]

FIG. 1 shows a system configuration to which the present invention is applied. As shown in FIG. 1, the present invention comprises a customer 20 and a company system 10, and a reception response system 1 for handing over an inquiry received from the customer 20 which is one of the company systems 10 to a person in charge 200.
00.

As shown in FIG. 2, the reception response system 100 includes a server 120 for receiving a telephone call from the customer 20, a file management system 130 for managing a group of files referred to by the server 120, and a server 120.
110, which transfers voice information to the person in charge of the connection destination, an in-house telephone line (hereinafter referred to as an extension) 150, which transfers voice information from the switch 110 to the person 200, and a transfer from the server 120. It comprises a terminal device 210 for the person in charge who acquires the image information to be received and receives the audio information through the extension 150.

FIG. 3 shows the configuration of the server of the present invention. The server 120 shown in FIG.
2. Search unit 123, person in charge determining unit 124, information transfer unit 1
25 and a timer 126. Input unit 121
Inputs the instruction input from the reception operator and the identification information of the customer making the inquiry.

The display unit 122 displays the information input from the input unit 121, the result searched by the search 123, and the like. The search unit 123 searches for a file in the file management system 130 based on the information input from the input unit 121, and displays the search result on the display unit 122.
The person in charge determining unit 124 determines a person in charge that meets a predetermined condition from the search results searched by the search unit 123.
As the determination condition, it is necessary to have a requirement that is in charge of the content of the inquiry of the customer, has a predetermined level, and can respond at the present time.

The information transfer unit 125 includes a voice output unit (not shown) for the reception operator to output an outline of the contents of the inquiry or the like via voice via the extension 150 and a LAN 140.
, A screen information transfer unit (not shown) for transferring information such as customer information and the elapsed time measured by the timer 126. The timer 126 measures the time elapsed from the time when the inquiry from the customer is received.

FIG. 4 shows a file management system according to the present invention. In the search unit 123 of the server 120, a file group to be searched includes a response history information file 131, a customer information file 132, a person in charge information file 133, and various business files 134. The response history information file 131 is a file in which the inquiry history of the customer and the response history of the person in charge are managed. As shown in FIG. 5, the reception number, the reception date and time, the customer number, the question classification, the reception content, the response content, the completion Date / time, receptionist code,
A response person code, a response result, and the like are set.

The customer information file 132 is a file for managing information for each customer. As shown in FIG. 6, a customer number, a customer name, a telephone number, an address, a customer type and the like are set. The person in charge information file 133 is a file for managing information for each person in charge, and as shown in FIG. 7, a person in charge code, person in charge, extension number, department code, department name, skill level, terminal ID used, Person in charge status a, person in charge status b
Etc. are set. The person-in-charge status a manages the schedule information of the person in charge by date, and the person-in-charge status b represents the current state of the person in charge, such as available, leaving.
For example, when the person in charge leaves the room, by inputting information indicating that the person is away via the LAN 150, the content of the item is changed from “available” to “away”.

The various business information files 134 are files storing various business contents, and store information which is referred to as needed by a reception operator or a responding person. The outline of the operation of the present invention based on the above configuration will be described below. FIG. 8 is a flowchart of a series of operations of the present invention.

Step 101) When the receiving operator receives an inquiry from a customer, the server 120
Is input from the input unit 120 of the customer. Thereby, the timer 126 is started. Step 102) The search unit 123 searches the response history information file 131 based on the input customer number,
The customer history information is acquired and transferred to the display unit 122.

Step 103) The display unit 122 displays the customer history information as the search result obtained from the search unit 123. Step 104) The reception operator refers to the customer history information displayed on the display unit 122 and inputs a business name or a question category corresponding to the inquiry content heard from the customer. Thereby, the search unit 123 searches the person in charge information file 133 based on the task name or the question classification specified by the reception operator. At this time, if the reception operator cannot input a specific business name or question category, even if an ambiguous search condition is input, a method using an ambiguous search, or a person information file by interposing an expert system is used. 13
3 is allowed.

Further, the person in charge determining unit 124 refers to the person in charge who has reached a predetermined response level (for example, level 3 or higher) in the retrieved result, and refers to the response result in the response history information file 131. Then, it is determined whether or not the result of the answer to the same customer has been given last time, and further, the person in charge who can respond at the present time is selected by referring to the data of the person in charge state b in the person in charge information file 133. . When there are a plurality of candidates, a plurality of persons in charge are transferred to the display unit 122.

Step 105) The search section 123 displays on the display section 122 the persons who can respond, as a result of searching the person information file 133. Step 106) The reception operator designates the person in charge displayed on the display unit 122 and dials the extension number of the person in charge displayed. When there are a plurality of candidates for the person in charge, the person in charge considered to be optimal is arbitrarily designated, and an outline of the inquiry and the like is transmitted to the person in charge via the extension 150 by voice information.

Step 107) The information transfer section 125
LAN 140 with the terminal ID of the designated person in charge as the destination
, Necessary information such as customer information including elapsed time and customer history information is transferred. At this time, the server 120
Reflects the reception operator code and the reception date / time in the response history information file 131. Step 108) The person in charge returns a response from the terminal as to whether or not a response is currently possible. If a response is not possible, the process proceeds to step 104 described above.

Step 109) If the designated person is available, the customer is answered via the exchange 110 using the extension 140. Step 110) Upon completion of the response to the customer, the person in charge inputs his / her person-in-charge code, completion date / time, answer contents, answer result, and the like via the LAN 140.
Thereby, the server 120 reflects the input content in the response history information file 131.

[0031]

Embodiments of the present invention will be described below with reference to the drawings. In the following embodiment, processing when a customer makes a complaint about a product will be described. As a first embodiment, a process in the case where a customer has previously made an inquiry (with customer history information) will be described. As a second embodiment, in the case of an inquiry from a new customer (without customer history information). Will be described.

[First Embodiment] The operation of this embodiment will be described with reference to the flowchart of FIG. (1) The receiving operator accepts a complaint call from the customer (customer number 001), and at the same time the receiving operator inputs the customer number from the customer number “001” input unit 121, the timer 126 starts (step 101).

(2) The search unit 123 sends the customer number “00”
1 ", the customer information file 132 and the response history file 131 are searched, and the search result is assigned to the person in charge determining unit 124.
Transfer to As a result, the screen shown in FIG.
2 is displayed. Here, the server 120 generates a new response record in the response history information file 131 and automatically receives a reception number (101), a reception date / time (June 1, 1996), a customer number (001), a question A classification (commodity claim: 05) and a receptionist code (R03) are set as data.

(3) When the receiving operator clicks the transfer destination person list on this display screen, a screen shown in FIG. 10 is displayed. At this time, the person in charge determining unit 124
Is narrowed down based on preset conditions of skill level 3 or higher and available persons. As a result, as shown in FIG. 10, a list of persons in charge having a carrier corresponding to the customer is displayed on the display unit 122 (steps 103, 104, and 105). In addition, the rank of the person in charge displayed on the display unit 122 may be provided in a category of a predetermined priority order, and may be displayed in a form sorted by department or in order of skill level.

(4) The receiving operator selects an arbitrary person in charge from the list of persons in charge displayed as shown in FIG. 10 by clicking or the like. Also, by the person in charge determining unit 124,
It is also possible to control so that the display field of the person in charge determined to be optimal (highest level etc.) is displayed blinking. In the example of FIG.
It is assumed that the person in charge CCC of 6 ″ has been selected.

(5) The reception operator makes a telephone call to the displayed extension number (3356) and notifies the contents of the complaint by voice (step 106). At the same time, L
The information transfer unit 125 transfers the response history information and the customer information to the terminal ID (CCC) of the designated person in charge via the AN 140. Also, at this time, the time from the start of receiving the complaint counted by the timer 126 is also notified (step 107).

(6) The person in charge (CCC) accepts the extension from the reception operator and notifies whether or not the customer can be handled (step 108). When the operator is notified by the person in charge that the response is impossible, the above-mentioned processing (2) and subsequent steps are repeated again to search for another person in the same manner. If the person in charge is available, the customer looks at the screen shown in FIG. 11 and responds to the customer (step 109).

In addition, since the elapsed time from the start of the reception to the present time is also displayed at the top of the screen for the person in charge, if the customer has been waiting for a long time, this is indicated. It is possible to respond such as apology. (7) When the customer's response to the person in charge ends, the person in charge enters the answer in the answer field on the screen. In this example, the answer content is input as "return acceptance". Further, when the answer is suspended, the user clicks “pending” in the answer result column, and when the answer is resolved, clicks “solve”.

(8) The contents of the answer, the answer result, and the date and time when the answer is completed are transferred to the server 120 via the LAN 140. (9) The server 120 reflects the information transferred from the terminal of the person in charge, the response person code (A06) and the like in the response record of the response history information file 131 for the response generated in (2) above. (Step 11
0).

[Second Embodiment] Next, as a second embodiment of the present invention, processing when a new customer makes an inquiry will be described. FIG. 12 is a flowchart of a new customer service process according to the second embodiment of this invention. Hereinafter, the processing will be described with reference to the flowchart of FIG.

Step 201) Accept a complaint call from a new customer. At this time, when the reception operator recognizes that the customer does not hold the customer number, the reception operator listens to the customer's name and telephone number, and
Input to the screen shown in FIG. Step 202) In step 201, the timer 126 is started at the same time as the reception operator starts the reception.

Step 203) Since the customer making the inquiry is new, the process proceeds to step 204. If the customer is a repeater, the processing of the first embodiment is performed. Step 204) The reception operator receives the contents of the question from the customer. In this example, it is assumed that the inquiry is a product (how to use an electric appliance). The reception operator inputs "how to use the electric appliance" of the question content in the field of the reception content on the screen.

Step 205) The search unit 123 searches the business information file 134 for "electrical products" and obtains a department code for handling the electronic products. Step 206) Further, the search unit 123 uses the department code acquired in step 205, and
33, and extracts the responsible code of the department.

Step 207) The result is shown in FIG.
0, a list of persons in charge of the transfer destination is displayed in the display unit 122.
To be displayed. Step 208) The reception operator designates and inputs a person in charge who seems to be most suitable for the question from the person in charge list displayed on the display unit 122. At this time, the person-in-charge determining unit 124 may automatically display only the person in charge who can respond at the present time with reference to the person-in-charge state b in the person-in-charge information file 133. In this example,
It is assumed that the person in charge having the person in charge code “A01” is designated.

Step 209) When the person in charge of handling the customer is determined, a new record is generated in the service history information file 131, and the customer information file 1 is created.
32, a new record of the customer is created. Step 210) The reception operator informs the customer of the extension number (1234) of the person in charge (A01) by voice using the extension,
0, information such as the customer name is transmitted as screen information to the terminal ID (aaa) of the person in charge.

The subsequent processing by the person in charge is the same as in the first embodiment described above, and a description thereof will be omitted. [Third Embodiment] Next, as a third embodiment, a process of updating the person in charge information file 133 will be described. There are two patterns for updating the clerk information file 133 in this embodiment: when the terminal ID and extension number used by the clerk are changed, and when the clerk schedule of the clerk status a is updated.

First, an example in which the terminal ID and extension number used by the person in charge are changed will be described. The staff member specifies the staff member code and the extension number from the terminal used on the day from the screen shown in FIG. 14 before starting the work. As a result, the search unit 123 searches the responsible person code or the responsible person information file 133 to search for the corresponding record, the terminal ID used for inputting the record, and the extension number input from the responsible person. Set and update.

Thus, when the terminal or extension number used by the person in charge on the day is changed, the contents of the person in charge information file are updated in accordance with the change. The contents of the list are displayed consistently. Next, a case will be described in which a person in charge changes and registers a schedule for a predetermined period (weekly or monthly). When changing or registering a contact person,
As shown in FIG. 15, for example, a screen for entering a work schedule for one week is displayed. In the figure, it is assumed that Saturdays, Sundays, and holidays are displayed in advance by the calendar function, and the person in charge inputs a work schedule by clicking either "work" or "vacation". . This information is stored in the person in charge status a of the person in charge information file 133.

Further, according to the present invention, a program can be constructed by using the above operation as a process. By storing the program in a portable storage medium and installing the program in a computer implementing the reception system, The system can be implemented. It should be noted that the present invention is not limited to the above-described embodiment, but may be variously modified within the scope of the claims.
Application is possible.

[0050]

According to the first and seventh aspects of the present invention, when a reception operator serving as a contact for customer inquiries receives a notification including an inquiry from the customer, the reception operator transfers the inquiry to a person in charge according to the content of the inquiry. At this time, a list of persons suitable for the content of the inquiry is displayed on the screen, and the reception operator selects a person determined to be optimal from the displayed list or determines that the person is optimal. By designating the person in charge displayed and displayed, it is possible to reliably take over the response.

According to the second invention, the customer information is transferred from the reception operator to the person in charge and displayed on the display means on the terminal of the person in charge.
Customers can respond smoothly without having to search for materials and the like that they have. Information that is not displayed on the display means, such as nuances of customer inquiries,
You can talk with the reception operator using the extension as usual.

According to the third and eighth aspects of the present invention, the time at which the customer service is started is displayed on the screen, so that a message such as an apology is transmitted to the customer who has waited considerably before the customer service. It is possible. According to the fourth aspect, at the time of an inquiry from the customer, by acquiring the current state of the person in charge, it is possible to determine the person in charge who can deal with the customer at that time.

According to the fifth and ninth aspects of the present invention, the most suitable person can be retrieved by searching for the most suitable person according to the level of the person in charge and the current situation of the person in charge and taking over the person in charge. Becomes According to the sixth and tenth aspects, the extension of the person in charge and the terminal ID are reflected in the person in charge information in real time, so that the information presented to the reception operator and the extension number and the terminal used by the person in charge are actually used. Since the ID and the ID are always consistent, it is possible to prevent inconsistency such as the absence of the person designated as the transfer destination.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram to which the present invention is applied.

FIG. 2 is a configuration diagram of a reception response system of the present invention.

FIG. 3 is a configuration diagram of a server of the present invention.

FIG. 4 is a diagram showing a file management system of the present invention.

FIG. 5 is a data configuration diagram of a response history information file according to the present invention.

FIG. 6 is a data configuration diagram of a customer information file of the present invention.

FIG. 7 is a data configuration diagram of a staff information table according to the present invention.

FIG. 8 is a flowchart of a series of operations of the present invention.

FIG. 9 is an example of a screen displayed on the terminal of the reception operator according to the first embodiment of the present invention.

FIG. 10 is a display example of a person in charge list according to the first embodiment of the present invention.

FIG. 11 is an example of a screen displayed on a terminal of a person in charge of the first embodiment of the present invention.

FIG. 12 is a flowchart of a new customer service process according to the second embodiment of this invention.

FIG. 13 is a display example of a screen for a reception operator according to the second embodiment of the present invention.

FIG. 14 is a screen example (part 1) for inputting update information of the person in charge information file according to the third embodiment of the present invention.

FIG. 15 is a screen example (part 2) for inputting the update information of the person in charge information file according to the third embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Corporate system 20 Customer 100 Reception response system 110 Exchange 120 Server 121 Input part 122 Display part 123 Search part 124 Person in charge determination part 125 Information transfer part 126 Timer 130 File management system 131 Response history information file 132 Customer information file 133 Person in charge information File 134 Business information file 140 LAN 150 Corporate telephone line 200 Person in charge

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Tsutomu Sachiro 4-1-1, Kamidadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture Inside Fujitsu Limited (72) Inventor Hiroshi Takashima 4-1-1 Kamiodanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture No. 1 Inside Fujitsu Limited

Claims (10)

[Claims] When a reception operator receives a communication including an inquiry from a customer, a reception service system for transferring a call to a person in charge according to the contents of the inquiry manages customer information including the contents of the inquiry of the customer. Customer information management means, personnel information management means for managing the identification information of the person in charge and the items in charge, person in charge determining means for displaying information of the person in charge information management means, and determining the person to be instructed to make a selection; Transfer means for taking over the customer response to the person in charge determined by the person in charge determining means and transferring information managed by the customer information management means to the person in charge. system. 2. The reception operator and the person in charge,
2. The reception service system according to claim 1, further comprising a display unit or a voice information transfer unit. 3. The information transfer means measures the time from the time when an inquiry from the customer is received to the time when the inquiry is transferred to the person in charge, and notifies the person in charge of the elapsed time together with the counted time. The reception response system according to claim 1, comprising: 4. The reception response system according to claim 1, wherein said person information management means includes a person information management means for managing a current state of said person in charge. 5. The person in charge determining means, as a result of searching the person in charge managing means, when the level of the person in charge satisfies the allowable level, is present, and is available, the person in charge is assigned to the person in charge. A first takeover means for taking over the response; and a search for the person in charge management means, as a result, when the level of the person in charge is equal to or less than an allowable level, or when the person in charge is absent, the business information management means And a second transfer means for determining another person in charge by retrieving the information. 6. The person-in-charge information management means includes an extension number of the person in charge and a terminal ID used by the person in charge.
5. The reception service system according to claim 4, further comprising updating means for, in the case of having changed, reflecting the extension number and the terminal ID corresponding to the changed extension to the record of the person in charge in real time. 7. A person in charge determining process for displaying the identification information of the person in charge stored in the storage means and the information of the person in charge, and determining a person to be instructed to select, and a person in charge determined by the person in charge determining process. And a transfer process for transferring customer information including customer inquiries stored in the storage means to the person in charge, while taking over the customer service. Storage medium. 8. The elapsed time notification process for measuring the time from the time when an inquiry from the customer is received to the time when the inquiry is transferred to the person in charge, and notifying the person in charge of the measured time. A storage medium storing the reception response program according to claim 7, comprising: 9. The person in charge determining process includes: a first handover process for taking over the person in charge when the person's level satisfies an acceptable level, is present, and is available; The level of the person in charge is below an acceptable level, or
8. The storage medium according to claim 7, further comprising a second handover process for determining another person in charge when said person in charge is absent. 10. An extension of the person in charge and a change input of a terminal ID used by the person in charge are acquired, and the record of the person in charge corresponding to the changed extension number and the terminal ID is stored in real time in the storage means. 8. A storage medium storing a reception service program according to claim 7, including an update process for reflecting the reception service program.