JPH1056511A - Automatic incoming call distributor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve client service by terminating a telephone call from a client to the closest person in charge of dealing. SOLUTION: A server 6 for controlling a private line exchange 4 and clients 3A2-3N2 is provided with an exchange control part 6A, client data base(DB) 6B, person-in-charge DB 6C, client code collation part 6D, transfer destination determination processing part 6E and client control part 6F. The server 6 collects client codes and the selection information of contents of service required by clients, performs transfer destination determining processing based on a report from a voice responding device 5 and lets the client of a person in charge at the transfer destination display the picture of that client information. Then, when transferring a telephone call from the client to the person in charge, the call is preferentially terminated to an extension telephone for which the last service is related to the person in charge. Namely, the call is distributed to the person in charge by effectively utilizing the service in the last. Besides, it is preferable to update the client data with the determined transfer destination information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic call distributing apparatus for carrying out incoming telephone calls.

[0002]

2. Description of the Related Art A conventional incoming call distribution system for uniformly distributing calls to a plurality of extension telephones is an extension group control unit for distributing incoming calls to extensions within a group, the number of extension telephones constituting the group, the number of users for each extension telephone, and receiving a call. A storage unit that stores the order and an extension control unit that controls the extension telephones work together to distribute incoming calls according to the ratio of extension telephone users, and are configured by connecting a plurality of extension telephones to the private branch exchange. When distributing an incoming call from a customer to an extension group, a first destination storage unit for storing an extension telephone to be first received in the group is stored for each group, and a second destination for storing the next destination of the extension telephone. A storage unit is provided for each extension telephone, and the second destination is formed in a ring chain with the extensions in the group, and the extension stored in the first destination storage unit when a call is received. Makes the incoming call to the telephone, changes the first destination of the group to the next destination of the incoming extension, and if there is an incoming call, the incoming call goes to the second extension of the currently receiving extension I do. If the first callee cannot answer the call during a call, the call is chained to the second callee of the extension phone that attempted to receive the call, and if that extension phone is also talking, to the next extension phone. (See Japanese Patent Application Laid-Open No. 5-111068).

[0003]

As described above, in the conventional device, since the incoming call distribution system does not know which extension telephone is to be received, all persons in charge grasp the past service history obtained by the customer. In some cases, a customer may request a transfer to a person in charge who responded last time, and in this case, there was a disadvantage that it was not possible to cope with the problem.

[0004] It is an object of the present invention to provide an automatic call distributing apparatus for receiving a telephone call from a customer to a nearest person in charge.

[0005]

SUMMARY OF THE INVENTION The present invention relates to a private branch exchange for performing an incoming call of a telephone, a plurality of extension telephones connected to the circuit exchange, and a voice response device connected to the extension telephone. Collecting a customer code and selection information of service contents required by the customer, displaying a customer information screen, performing a destination determination process based on a report from the voice response device, and performing the transfer. A server for controlling the client in charge to display the customer information screen is provided.
Provided is an automatic call distributing apparatus characterized by having a learning function of giving a priority to a previous service to an extension telephone associated with a service when transferring to a person in charge.

Preferably, the server includes an exchange control unit, customer data, person in charge data, a customer collation unit, a transfer destination determination processing unit, and a person in charge client control unit.

[0007] Preferably, the customer data and / or the person in charge data is taken in a separate server.

Preferably, the customer data is updated based on the determined transfer destination information.

Preferably, when the person in charge is in a communication state, a person in charge of the most recent response is searched from the person in charge data.

[0010]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below with reference to FIGS. In the service center 1,
A private branch exchange 4 for receiving an incoming call of the outside line telephone 10,
Multiple extensions (9 to 9N) connected to a circuit switch
For each extension telephone, a voice response device 5, a client (3A2 to 3N2) operated by a service person in charge, a private branch exchange, a server 6 for controlling the client, and a server 6 exchange signals with the private branch exchange 4. A signal path 7 for performing the communication and a signal path 8 for the server 6 to exchange signals with the clients (3A2 to 3N2). Server 6
Exchange control unit 6A, customer DB (data) 6B, person in charge D
B (data), a customer code inquiry unit 6D, a transfer destination determination processing unit 6E, and a client control unit 6F are provided therein. Department customer 2 calls the service center 1 (20
1) and the circuit exchange 4 inquires the server 6 via the signal transmission path 7 to the effect that the call has been received.
2). First, the server 6 replies (203) to the circuit exchange 4 that the voice response device 5 is to receive a call, and waits for a report from the voice response device 5. The circuit switch 4 makes a call arrive at the voice response apparatus 5 (204) and waits for an instruction from the next server 6. The voice response device 5 that receives the call automatically responds to the customer 2
(205) to obtain a customer code for customer confirmation (PB signal 206 of customer telephone). The obtained code is reported to the server 6 through the signal transmission line 8 (207), and a response is received (2).
08). The report contents are customer code and selection information of service contents required by the customer 2. The server 6 performs “transfer destination determination processing” 6 based on the content of the report from the voice response device 5.
E to search the customer DB 6B and display the customer information screen on the transfer destination person in charge client (any of 3A2 to 3N2) (209), and to the transfer destination person in charge extension phone (any of 3A1 to 3N1, below) , And issues an instruction to the circuit switch 4 via the signal transmission path 7 to transfer the determined transfer destination to 3i) (210). The line switch 4 is a designated extension telephone (one of 9A to 9N, hereinafter 9).
i) (211), and the customer 2 and the person in charge (3)
i) call is made possible. When the call ends, the client (3i) sends a request to end to the server 6 (2).
12), the server 6 receives the request and the client (3i)
(213) and issues a line disconnection instruction to the line switch 4 (214). Further, the server 6 has a customer DB 6B indicating which person 3 has given or received the service.
The internal service history is updated (215), and the processing ends. The present invention is a method of prioritizing the latest service history over equal incoming calls in the transfer destination determination processing 6E.

Next, the transfer destination determination processing 6E will be described with reference to the flowchart of FIG. 3, the person in charge DB of FIG. 5, and the customer DB of FIG. The server 6 searches the customer DB using the customer code reported from the voice response device 5 as a key (30).
1) Then determine whether the customer is a registered customer or an unregistered customer (30)
2). If the customer is a registered customer, the first person in charge of the latest response is acquired from the customer DB (304). If there is a person in charge (3
05) Next, the person in charge is searched using the person in charge as a key (306) to check the correspondence status. If the person in charge is in a standby state (307), the transfer destination is determined (308) and the customer DB is stored. Update (learning function) is performed (309). In this way, when the same customer makes a call next time, the first person in charge of the latest response can be the person in charge of the previous response. If the person in charge is in a call state in step 307,
Person in charge DB with the second most recent person in charge as key (310)
(311) to check the response status, and if the response person is in a standby state, determine the transfer destination and update the customer DB. If the second most recent person in charge is on a call, the third most recent person in charge. . . Then, the transfer destination is determined in the same manner as described above, but when the field of the person in charge of the latest response in the customer DB reaches the maximum (3 in this example), the reception equalization processing (31)
2) to perform a customer DB update process (309). If the customer is an unregistered customer in step 302, a new registration (313) is performed in the customer DB, and then the incoming call equalization process is performed to update the customer DB.

Next, the incoming call equalization processing will be described with reference to the flowchart of FIG. In the incoming call equalization process, first, the status of the person in charge in the person in charge DB is searched (401) to check whether there is a person in charge waiting (402). If there is a person in charge on standby, the person in charge with the least number of responses is checked, and that person is determined as the transfer destination (403). If there is no waiting person in step 402, it is determined that all the lines are busy, and the server instructs the voice response device to perform an automatic voice response to the effect that "the line is busy" (405). Waiting for the end report, the circuit exchange is instructed to disconnect the line, and a series of processing is terminated.

In the above description, an example in which the customer code is acquired by the voice response device and notified to the server has been described. In that case, the customer code acquisition unit 5B of the voice response device
Is in the server.

Further, the customer DB 6B and the person in charge DB 6C
Automatic call distribution can be similarly performed even in a location that can be referred to in the transfer destination determination processing 6E, not in the server 6, for example, in another server.

[0015]

According to the automatic call distributing apparatus of the present invention, the service is distributed to the person in charge by utilizing the past service, so that the customer service can be improved.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an automatic incoming call distribution device of the present invention.

FIG. 2 is an explanatory diagram showing an automatic call distribution procedure in the automatic call distribution device of the present invention.

FIG. 3 is a flowchart of a transfer destination determining process.

FIG. 4 is a flowchart illustrating an example of an incoming call equalization process.

FIG. 5 is an explanatory diagram showing representative items of a person in charge DB, which is one of the features of the present invention.

FIG. 6 is an explanatory diagram showing representative items of a customer DB, which is one of the features of the present invention.

[Explanation of symbols]

1 ... service center, 2 ... customer, 3A ~ 3N ... person in charge,
3A1 to 3N1 ... extension telephones, 3A2 to 3N2 ... clients, 4 ... private branch exchanges, 4A ... incoming call management control unit,
5: voice response device, 6: server, 6A: exchange control unit,
6B: customer DB, 6C: person in charge DB, 6D: customer code inquiry unit, 6E: transfer destination determination processing unit, 6F: client control unit, 7: signal transmission path between the server and the private branch exchange,
8. Signal transmission path between server and client, 9A-9N
... internal line, 10 ... outside line.

Continued on the front page (51) Int.Cl. ⁶ Identification number Reference number in the agency FI Technical display location H04Q 3/58 106 H04Q 3/58 106

Claims (5)

[Claims] 1. A private branch exchange for receiving a telephone call, a plurality of extension telephones connected to the circuit exchange, a voice response device connected to the extension telephone, and a transfer for displaying a customer information screen. The client in charge and the customer code and the selection information of the service content required by the customer are collected, the destination is determined based on the report from the voice response device, and the client in charge of the destination is provided with the customer information. If you have a server that controls the display of the screen and transfer it to the person in charge when the customer calls,
An automatic call distributing apparatus characterized by having a learning function for giving priority to an extension telephone associated with a person in charge of a previous service. 2. The server according to claim 1, wherein the server includes an exchange control unit, customer data, person in charge data, a customer inquiry unit, a transfer destination determination processing unit, and a person in charge client control unit. Automatic incoming call distribution device. 3. The automatic call distribution device according to claim 1, wherein the customer data and / or the person in charge data is taken in a separate server. 4. The automatic incoming call distribution device according to claim 1, wherein the customer data is updated with the determined transfer destination information. 5. The automatic incoming call distribution device according to claim 1, wherein when the person in charge is in a communication state, the person in charge is retrieved from the person in charge data.