JPH11284746A - Telephone reception management system and its method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone reception management system by which an instruction from a manager is delivered in good timing without interrupting reception of phone calls and reception of customers by an agent is improved. SOLUTION: A speech monitor section 4 stores received information from a customer for each extension telephone set 13, a PBX function section 3 references the speech monitor section 4 to connect an external line phone call to an idle extension telephone set 13. A received information display section 26 reads all received information and displays it on a display 22, and a speech content display section 28 displays a speech content shown on a display 14 of an agent having received information desired to be monitored among all the received information sets onto the display 22, and a manager side instruction text processing section 25 sends an instruction to agent terminal equipment 19 of the agent having the received information desired to be monitored. An instruction information display 18 displays the sent instruction on part of the screen of the display 14.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone answering management system and a telephone answering management method for interlocking a private branch exchange with a computer so that an agent can smoothly answer an incoming call from a customer.

[0002]

2. Description of the Related Art In a telephone answering system, as a method for an administrator who manages telephone answering contents of an agent to confirm the contents of a telephone call between each agent (a telephone receptionist) and an outside line telephone, a three-way telephone call of a private branch exchange is used. Depending on the function, there is a method of listening to the contents of a call between an outside line and an inside line using another extension telephone or a dedicated speaker.

[0003] As a method of transmitting information on telephone response contents from an administrator to an agent who is receiving telephone calls with a customer, a method of temporarily interrupting a call to an external line and transmitting the information or writing information in a handwritten memo and passing it on is provided. In any case, communication was performed in an inefficient manner.

[0004]

In the conventional telephone answering system, the manager can hear the voice of the contents of the call between the outside line and the inside line unilaterally, but conversely, the information from the manager is transmitted to the agent. In such a case, there is a problem that the telephone call of the corresponding agent is temporarily suspended and the outside line telephone is put on hold to connect the telephone of the agent manager, and the customer is kept waiting.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a telephone response management system for transmitting information on telephone response contents from an administrator to an agent in a timely manner without interrupting telephone response between an agent and a customer, thereby facilitating customer response of an agent. And a telephone response management method.

[0006]

In order to achieve the above object, a telephone answering management system according to the present invention is characterized in that a customer and an agent who need to be monitored displayed on a display of a terminal device for an agent are connected to the agent. The contents of the telephone call are captured, displayed on the display of the administrator terminal device and monitored, and if necessary, a handwritten message is sent to the agent terminal device of the corresponding agent,
An object of the present invention is to display an image on a part of a display of an agent terminal device and to give an instruction to an agent who is dealing with a customer.

Specifically, the present invention provides the following apparatus and method.

[0008] A server device having a telephone exchange function for connecting an external telephone call from a customer coming in through an external telephone connected to a subscriber telephone network to a plurality of extension telephones, and the customer exchanged on the connected telephone A telephone having a plurality of agent terminal devices for displaying the contents of a call between the agent and the agent on a display for the agent, and a terminal device for an administrator for monitoring each of the contents of the call and managing a telephone response of the agent to the customer. In the response management system, the server device includes, for each of the connected extension telephones, a call monitoring unit that stores extension availability, an external line arrival time, an extension connection time, and caller ID reception information; And a function unit for connecting the outside line telephone to a vacant extension telephone, wherein the manager terminal device is configured to monitor the call. A reception information display unit that displays to the administrator for the display reads all reception information stored in,
A call content display unit that takes in the call content displayed on the agent display of the agent having reception information that needs to be monitored among all the displayed reception information, and displays the call content on the manager display; Having a manager-side instruction message processing unit that sends an instruction for the content of the call to the agent terminal device of the agent having the reception information with a possibility, the agent terminal device,
There is provided a telephone response management system comprising an instruction information display unit for displaying the transmitted instruction on a part of a screen on the agent display on which the contents of the call are displayed.

[0009] Preferably, the function unit transmits voice information exchanged between the extension telephone and the extension telephone which the administrator wants to monitor to the administrator extension telephone.

[0010] Preferably, the instruction is input to the administrator terminal device by a handwriting input device.

Further, the present invention connects a telephone from an unspecified number of customers to a plurality of extension telephones via a server device having a telephone exchange function, and communicates with the customers exchanged on the connected telephone. In the telephone response management method for monitoring the contents of a call with an agent and managing the telephone reception of the agent with the customer, the reception information that is likely to cause a problem among all the reception information of the telephone calls from the connected customers. The content of the call displayed on the display for the agent of the terminal device for the agent is taken into the terminal device for the administrator, displayed on the display for the administrator and monitored, and according to the response status of the agent to the customer, Send a handwritten message to the agent terminal that is displaying a problematic call, and display the agent terminal. Is displayed on a part of the stomach provides a telephone response management method characterized by providing an indication to the agent in customer interactions.

[0012]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A telephone response management system and a telephone response management method according to an embodiment of the present invention will be described below with reference to the drawings.

FIG. 1 shows a functional configuration of a telephone response management system according to an embodiment of the present invention. The telephone response management system includes a private telephone network 1 connected to an external telephone 2 of a customer, and a Privat having a switching function between the external telephone 2 and a plurality of extension telephones 13 through the local telephone network 1.
e Branch Exchange / Computer Telephony Integration
Server device 10 (hereinafter, PBX / CTI server device 10)
), An agent terminal device 19 for displaying on a display 14 the contents of a call between an external telephone switched to the agent extension telephone 13 and the agent.
And an administrator terminal device 27 for monitoring the connection state between the outside line and the inside line and the telephone response state of the agent to the customer, the displays 14 and 22, the keyboards 20 and 28, and the handwriting input P
It consists of peripheral devices such as AD29.

The PBX / CTI server device 10, the agent terminal device 19, and the administrator terminal device 27 are connected to each other by the information transfer line 12. The agent terminal device 19 is composed of a plurality of units according to the system scale.

The PBX / CTI server device 10 is a PBX / CTI server device.
Function unit 3, call monitoring unit 4, call contents temporary storage unit 5
And a handwritten instruction information temporary storage unit 6, a server-side information transmission / reception processing unit 8, and a server-side instruction message processing unit 9.

When an external line arrives, the PBX function unit 3 causes the call monitoring unit 4 to store the caller telephone number and the external line arrival time received from the telephone network 1. In addition, the external telephone and the internal telephone are switched with reference to the line state of each extension telephone 13 stored in the call monitoring unit 4. Further, it receives on-hook and off-hook signals of the external telephones 2 and the extension telephones 13 and causes the call monitoring unit 4 to store the line status of each extension telephone 13.

The call monitoring unit 4 receives information transmitted from the PBX function unit 3, that is, for each extension telephone 13, the line status such as waiting or talking, the outside line arrival time, the extension connection time, and the caller telephone number. Information is always stored.

The call contents temporary storage unit 5 temporarily stores the contents of the call displayed on the display 14 for each agent. Each call content is stored with an agent number as a key.

The handwritten instruction information temporary storage unit 6 temporarily stores the contents of the handwritten instruction from the manager to each agent.
The number of the manager terminal device 27 as the instruction transmission source and the number of the agent terminal device 19 as the instruction display destination are stored as keys.

The server-side information transmission / reception processor 8 constantly monitors the information transfer line 12 and, when receiving an instruction message addressed to the PBX / CTI server device 10, notifies the server-side instruction message processor 9 of the content of the message. . The transmission destination information is added to the message created by the server-side instruction message processing unit 9 and transmitted to the transmission destination via the information transfer line 12.

The server-side instruction message processing unit 9 determines the type of the message transmitted from the server-side information transmission / reception processing unit 8,
The processing to be performed thereafter is distributed (described in detail in the operation of the telephone response management system).

The PBX function unit 3, call monitoring unit 4, call contents temporary storage unit 5, handwritten information temporary storage unit 6, server-side information transmission / reception processing unit 8, and server-side instruction message processing unit 9 are each recorded in a memory. Having a program and a processor
It can be realized by a computer built in the / CTI server device 10.

The agent terminal device 19 comprises an agent-side information transmission / reception processing unit 15, an agent-side input / output interface unit 16, an agent-side instruction message processing unit 17, and an instruction information display unit 18.
The display 14 and the keyboard 20 are connected to the agent-side input / output interface unit 16.

The agent-side information transmission / reception processing unit 15
The information transfer line 12 is constantly monitored, and when an instruction message addressed to the agent terminal device 19 is received, the content of the message is communicated to the agent-side instruction message processing unit 17. Also, the transmission destination information is added to the message created by the agent-side instruction message processing unit 17 and transmitted to the transmission destination via the information transfer line 12.

The agent-side instruction message processing unit 17 determines the type of the message transmitted from the agent-side information transmission / reception processing unit 15, and distributes the processing to be performed thereafter (described in detail in the description of the operation of the telephone response management system). .

The instruction information display section 18 extracts the information stored in the handwritten instruction information temporary storage section 6 of the PBX / CTI server device 10 and displays the contents in a predetermined area on the display 14.

Agent-side information transmission / reception processing unit 15, agent-side instruction message processing unit 17, instruction information display unit 18
Can be realized by a computer with a built-in agent terminal device 19 having a program and a processor recorded in a memory.

The manager terminal device 27 includes a manager-side information transmission / reception processing unit 23, a manager-side input / output interface unit 24, a manager-side instruction message processing unit 25, a reception information display unit 26, A display unit 28 is provided. The display 22, the keyboard 29, and the handwriting input PAD 30 are connected to the administrator-side input / output interface unit 24.

The manager-side information transmission / reception processor 23 constantly monitors the information transfer line, and upon receiving an instruction message addressed to the administrator terminal device 27, notifies the manager-side instruction message processor 25 of the content of the message. I do. Also, the administrator-side instruction message processing unit 2
The transmission destination information is added to the message created in step 5 and transmitted to the transmission destination via the information transfer line 12.

The administrator-side instruction message processing unit 25 determines the type of the message transmitted from the administrator-side information transmission / reception processing unit 23, sorts out the subsequent processing, and further, based on the information input from the keyboard 29. The processing to be performed thereafter is distributed (described in detail in the description of the operation of the telephone response management system).

The reception information display unit 26 reads the reception information stored in the call monitoring unit 4 of the PBX / CTI server device 10, edits the reception information for each agent in a table format, and displays it on the display 22.

The call content display section 28 takes in the call content displayed on the display 14 of the agent terminal device 19 and displays it on the display 22.

The administrator side information transmission / reception processing unit 23, the administrator side instruction message processing unit 25, the reception information display unit 26, and the call content display unit 28 are administrator terminal devices each having a program and a processor recorded in a memory. 27 can be realized by a built-in computer.

Next, the operation of the telephone response management system according to one embodiment of the present invention will be described. A telephone call from the external telephone 2 is sent to the PBX function unit 3 of the PBX / CTI server 10 together with the caller telephone number through the subscriber telephone network 1.
Conveyed to.

The PBX function unit 3 refers to the call monitoring unit 4 to connect an external telephone to a vacant extension telephone 13 so that the agent can answer the telephone.

The call monitoring unit 4 always stores in advance for each extension telephone 13 the line vacancy status during standby or during a call, the outside line arrival time, the extension connection time, and the caller ID reception information.

When the administrator wants information on the reception of each agent and an outside line telephone, the manager inputs a request for monitoring the connection state of each extension from the keyboard 29 to the manager terminal 27. In the administrator terminal device 27, at a preset interval, via the administrator information transmission / reception processing unit 23, the information transfer line 12, and the server information transmission / reception processing unit 8 of the PBX / CTI server device 10, the call monitoring unit 4 and returns to the manager information transmission / reception processing unit 23 via the reverse process, processes the received information on the reception information display unit 26, and displays all the agents as shown in FIG. A reception information list 40 listing information is displayed.

Here, when the manager wants to monitor in more detail the contents of a call with a customer of an agent who is likely to have trouble answering the telephone, such as a new agent or an agent having a long talk time, the information is displayed on the display 22. When a corresponding agent having reception information that needs to be monitored is selected with the keyboard 28 from the reception state list of the agents that are present, the administrator-side instruction message processing unit 25 creates a command message for call content inquiry, and The administrator-side information transmission / reception processing unit 23 transfers the “call content inquiry message” to the PBX / CTI server device 10 via the information transfer line 12.

In the PBX / CTI server device 10, based on the “call content inquiry message” received by the server-side information transmission / reception processing unit 8, the server-side instruction message processing unit 9 generates a command message for inquiring the target agent for a call content. Is created, and the created “call content inquiry message” is transferred to the agent terminal device 19 via the server-side information transmission / reception processing unit 8 and the information transfer line 12.

In the agent terminal device 19, based on the "call content inquiry message" received by the agent information transmission / reception processor 15, the agent instruction message processor 1
7 causes the call contents currently displayed on the display 14 to be stored in the call contents temporary storage unit 5 through the information transmission / reception processing unit 15 and the information transfer line 12 and through the server-side information transmission / reception processing unit 8.

When the storage is completed, the agent instruction message processing unit 17 creates a call content storage completion message, and transmits the created “call content storage completion message” to the agent information transmission / reception processing unit 15, the information transfer line 12. Via PB
Transfer to the X / CTI server device 10.

In the PBX / CTI server device 10, based on the “call content storage completion message” received by the server-side information transmission / reception processing unit 8, the PBX function unit 3 determines whether the external telephone 2 and the extension telephone 13 that the administrator wants to monitor. The voice information is transmitted to the administrator extension telephone 21 and the server-side instruction message processing unit 9 is transmitted.
Creates a server-side call content storage completion message and transmits the created “server-side call content storage completion message” to the administrator terminal device 27 via the server-side information transmission / reception processing unit 8 and the information transfer line 12. Forward.

In the administrator terminal 27, based on the “server-side received content storage completion message” received by the administrator-side information transmission / reception processor 23, the administrator-side instruction message processor 25 performs the administrator-side information transmission / reception process. The call contents stored in the call contents temporary storage unit 5 of the PBX / CTI server device 10 are taken out via the information transfer line 12 via the unit 23, and the call contents as shown in FIG. The information is displayed on the display 22 on the screen 50.

With the above operation, the administrator can output the voice of the content of the call with the customer of the terminal device 19 for the corresponding agent.
Monitoring can be performed by the administrator extension telephone 21 connected to the PBX function unit 3 of the BX / CTI server device 10,
The display 14 of the agent terminal device 19
The call content displayed above can be monitored on the display 22 connected to the manager terminal 27.

Next, a case where the monitoring manager sends a handwritten instruction regarding the telephone response content to the corresponding agent will be described below.

The manager inputs the contents of the handwriting instruction to the agent to the manager terminal device 27 through the handwriting input PAD 30, and instructs the transmission to the agent from the keyboard 28. The administrator-side instruction message processing unit 25 causes the input handwritten instruction content to pass through the administrator-side information transmission / reception processing unit 23 and the information transfer line 12, and the PBX / CTI server device 10
The contents are temporarily stored in the handwritten information temporary storage unit 6.

When the storage is completed, the administrator-side instruction message processing unit 25 creates a command message for transmitting the handwriting instruction, and transmits the created “handwriting instruction message” to the administrator-side information transmission / reception processing unit 2.
3. Transfer to the PBX / CTI server device 10 via the information transfer line 12.

In the PBX / CTI server device 10, based on the “handwritten instruction message” received by the server-side information transmission / reception processing unit 8, the server-side instruction message processing unit 9 sends the server-side instruction message transmission to the target agent. And transmits the created “server-side handwritten instruction message” to the agent terminal device 19 via the server-side information transmission / reception processor 8 and the information transfer line 12.

In the agent terminal device 19, based on the “server-side handwritten instruction message” received by the agent-side information transmission / reception processing unit 15, the agent-side instruction message processing unit 17 executes the handwriting of the PBX / CTI server device 10. The contents of the handwritten instruction stored in the instruction information temporary storage unit 6 are extracted via the agent-side information transmission / reception processing unit 15 and the information transfer line 12, and are displayed on the display by the instruction information display unit 18 as shown in FIG. The content of the handwriting instruction is displayed on a predetermined handwriting instruction screen 51 on 14.

The agent can respond to the telephone call with the customer without trouble while referring to the contents of the handwritten instruction.

[0051]

According to the present invention, it is possible to smoothly transmit the information on the contents of the telephone response from the manager to the agent without interrupting the telephone response between the agent and the customer, thereby facilitating the agent's customer response. In addition, it is possible to improve customer satisfaction and perform efficient telephone answering management work.

[Brief description of the drawings]

FIG. 1 is a functional configuration block diagram of a telephone response management system according to an embodiment of the present invention.

FIG. 2 is a screen diagram displaying a reception status list of all agents.

FIG. 3 is a screen view showing a call content of a corresponding agent.

FIG. 4 is a screen diagram in which handwriting instruction contents are displayed on a part of the screen of FIG. 3;

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Subscriber telephone network, 2 ... External telephone, 3 ... PBX function part, 4 ... Call monitoring part, 10 ... PBX / CTI server device, 12 ... Information transfer line, 13 ... Extension telephone, 18 ... Instruction information display part , 19 ... Agent terminal device, 21 ... Manager extension telephone, 25 ... Manager-side instruction message processing unit, 26
... Reception information display section, 27 ... Manager terminal device, 28 ... Call content display section, 14,22 ... Display, 30 ... Input handwritten PAD

Claims (4)

[Claims] 1. A server device having a telephone exchange function for connecting an external telephone call from a customer through an external telephone line connected to a subscriber telephone network to a plurality of extension telephone lines, and is exchanged on the connected telephone line. A plurality of agent terminal devices for displaying the content of the call between the customer and the agent on the display for the agent, and an administrator terminal device for monitoring each of the content of the call and managing the agent's telephone response with the customer. In the telephone response management system having, the server device, for each of the connected extension telephones,
A call monitoring unit that stores extension availability, an outside line arrival time, an extension connection time, and caller ID reception information, and a function unit that refers to the call monitoring unit and connects the outside line telephone to a vacant extension telephone. The administrator terminal device includes: a reception information display unit that reads out all reception information stored in the call monitoring unit and displays the reception information on a display for an administrator; A call content display unit for taking in the call content displayed on the agent display of the agent having the reception information with a possibility and displaying it on the display for the manager, and the agent terminal of the agent having the reception information requiring monitoring And a manager-side instruction message processing unit that sends an instruction for the content of the call to the device, wherein the agent terminal device transmits the transmitted instruction to the Telephoning management system characterized by having an instruction information display unit that conversation contents are displayed on a part of the screen on the display for the agent being displayed. 2. The telephone response management system according to claim 1, wherein said function unit transmits voice information exchanged between said extension telephone and said extension telephone which said administrator wants to monitor to an administrator extension telephone. system. 3. The telephone response management system according to claim 1, wherein the instruction is input to the administrator terminal device by a handwriting input device. 4. A call from an unspecified number of customers is connected to a plurality of extension telephones via a server device having a telephone exchange function, and a call between the customer and an agent exchanged on the connected telephones. In a telephone response management method for monitoring contents and managing a telephone response of the agent with the customer, an agent terminal having reception information that is likely to cause a problem among all reception information of telephone calls from the connected customers. The contents of the call displayed on the display for the agent of the device are taken into the terminal device for the administrator, displayed on the display for the administrator and monitored, and the problem is likely to be caused in accordance with the response status of the agent to the customer. Sends a handwritten message to the agent terminal that displays the details of the call and displays it on a part of the display of the agent terminal. And providing instructions to an agent who is responding to a customer.