JPWO2017072934A1 - Management device, management method, and program - Google Patents

Abstract

  The reception unit (210) receives an inquiry from a logged-in user who is attempting to make a call. The assigning unit (220) assigns one destination number used as a destination for calling the operator terminal from the plurality of telephone numbers in response to the received inquiry. The storage unit (240) stores user information related to the user in association with the assigned destination number for a predetermined period. The response unit (250) returns the assigned destination number to the user. When the operator terminal is called, the acquisition unit (260) acquires the destination number used for the call to the operator terminal. The providing unit (270) provides the user information stored in association with the acquired destination number to the operator who uses the operator terminal.

Description

  The present invention relates to a management device, a management method, a recording medium, and a program.

  In recent years, sales sites for electronic commerce have become popular on the Internet. For example, in a sales site (shopping mall site) composed of many stores (virtual stores), not only handles products of a wide category (genre) as a whole, but also price competition between stores is held. Sometimes it has gained many users.

  Such a sales site is provided with a call center that accepts questions and consultations received from users (customers) regarding the purchase of goods and the like by telephone. In this call center, there are a large number of operator terminals used by operators, and any operator can respond to a call by distributing the telephone from the user to an operator terminal that is not in a call by PBX (Private Branch eXchange). It has become.

  As a prior art of a call center, for example, Patent Document 1 has a mechanism for adding priority information to an outgoing call in an exchange on the outgoing side, and processes the incoming call according to the priority order added to the incoming call in the incoming side system. A call system invention is disclosed.

JP 2013-118461 A

In the invention of Patent Document 1, the priority on the transmission side where a disaster such as an earthquake has occurred is increased to make it easier to receive calls at the call center. Even so, it is not a very useful technology for call centers at sales sites.
In other words, in the call center of the sales site, it is important how quickly the operator can grasp information related to the user (for example, address, name, product purchased by the user, purchase destination, etc.). Therefore, the operator verbally asks the user about the user ID, the purchased product (name or model number), the purchase destination, and the like.

However, there are many cases where some users mistakenly remember purchased products or forget the purchase destination. Therefore, the operator searches for information related to the user himself / herself and responds to the user's inquiry and consultation while checking the user one by one.
Such an operator's work is not only very complicated, but also requires a certain amount of time, and the number of users that the operator can deal with per unit time has decreased.
For this reason, there has been a demand for a technique that enables a call center operator to quickly acquire user information relating to a user who has made a call.

  The present invention has been made in view of the above circumstances, and a management apparatus, a management method, a recording medium, and a program that allow a call center operator to quickly acquire user information related to a user who has made a call. The purpose is to provide.

The management device according to the first aspect of the present invention is:
A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
It is characterized by providing.

In the management device according to the above aspect,
In the case where a plurality of pieces of user information are stored in the storage unit in association with the acquired destination number, the providing unit provides the plurality of users when providing the plurality of user information to the operator. Provide explicit information on differences in information,
It is characterized by that.

In the management device according to the above aspect,
The inquiry and the response are made via a user terminal used by the user, and when the user terminal receives the response according to the inquiry, a call is made to a destination number included in the response.
It is characterized by that.

In the management device according to the above aspect,
When the response unit responds to the user with the assigned destination number, the response unit includes the number of user information currently stored in the storage unit, thereby causing the user terminal to present the degree of congestion. ,
It is characterized by that.

In the management device according to the above aspect,
When the reception unit receives an inquiry from a user browsing the purchase history page of the product, the reception unit acquires purchase information presented on the purchase history page,
The storage unit stores user information including the acquired purchase information in association with the assigned destination number for a predetermined period.
It is characterized by that.

The management method according to the second aspect of the present invention is:
A management method in a management device,
The management device is an accepting step of accepting an inquiry from a user who is logged in and intends to make a call;
An assigning step in which the management device assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers in response to the accepted inquiry;
An accumulation step in which the management device accumulates user information related to the user in a predetermined storage unit in a predetermined period in association with the assigned destination number;
A reply step in which the management device returns the assigned destination number to the user;
The management device, when the operator terminal is called, obtains a destination number used for making a call to the operator terminal,
A providing step in which the management device provides user information stored in association with the acquired destination number to an operator who uses the operator terminal;
It is characterized by providing.

A computer-readable recording medium according to the third aspect of the present invention is provided.
Computer
A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
A program characterized by functioning as a program is recorded.

  The recording medium may be a non-transitory recording medium and can be distributed and sold independently of the computer. Here, the non-temporary recording medium refers to a tangible recording medium. Non-temporary recording media are, for example, compact disks, flexible disks, hard disks, magneto-optical disks, digital video disks, magnetic tapes, semiconductor memories, and the like. The transitory recording medium refers to the transmission medium (propagation signal) itself. The temporary recording medium is, for example, an electric signal, an optical signal, an electromagnetic wave, or the like. The temporary storage area is an area for temporarily storing data and programs, and is, for example, a volatile memory such as a RAM (Random Access Memory).

The program according to the fourth aspect of the present invention is:
Computer
A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
It is made to function as.

  The above program can be distributed and sold via a computer communication network independently of the computer on which the program is executed.

  ADVANTAGE OF THE INVENTION According to this invention, the operator of a call center can acquire quickly the user information regarding the user who made the telephone call.

It is a block diagram which shows an example of the whole structure of the call system which concerns on this embodiment. It is a block diagram which shows an example of schematic structure of the typical information processing apparatus with which a management apparatus, an operator terminal, and a user terminal are implement | achieved. It is a block diagram which shows an example of schematic structure of the management apparatus which concerns on this embodiment. It is a schematic diagram for demonstrating an example of the screen displayed on a user terminal. It is a schematic diagram for demonstrating an example of user information. It is a schematic diagram for demonstrating an example of sales information. It is a schematic diagram for demonstrating an example of number information. It is a schematic diagram for demonstrating an example of the screen (a telephone number is a response) displayed on a user terminal. It is a schematic diagram for demonstrating an example of the screen displayed on an operator terminal. It is a schematic diagram for demonstrating an example of the screen (a some user candidate) displayed on an operator terminal. It is a flowchart for demonstrating the whole operation | movement centering on the management apparatus which concerns on this embodiment.

Embodiments of the present invention will be described below. In the embodiment of the present invention, a call system (management device) at a sales site will be described as an example, but the present invention can be applied to various call systems as appropriate.
Further, the following embodiments are for explanation, and do not limit the scope of the present invention. Therefore, those skilled in the art can employ embodiments in which each or all of these elements are replaced with equivalent ones, and these embodiments are also included in the scope of the present invention.

(overall structure)
As shown in FIG. 1, the call system 100 according to the embodiment of the present invention includes a management apparatus 200, a PBX 300, an operator terminal 400, and a user terminal 500. The management apparatus 200 and the user terminal 500 are connected via the Internet 800, and the PBX 300 and the user terminal 500 are connected via the telephone network 900. Although simplified in the figure, it is assumed that there are a plurality of operator terminals 400 according to the number of operators, and similarly, a plurality of user terminals 500 are present according to the number of users.

  The management device 200 includes, for example, a server computer, receives a request for a telephone number from the user terminal 500 to the call center (operator terminal 400), and returns the assigned telephone number to the user terminal 500. When a call is made to the call center from the user terminal 500 or the like, the management apparatus 200 acquires a destination telephone number from the PBX 300 and provides user information related to the assigned user to the operator terminal 400.

A PBX (Private Branch eXchange) 300 is a private branch exchange installed in a call center. When a call is made from the user terminal 500 or the like to the call center via the telephone network 900, one operator terminal 400 that is not busy is selected. Then, the operator terminal 400 makes an incoming call.
The PBX 300 notifies the management apparatus 200 of information including the telephone number that has been dialed and the operator terminal 400 that is the destination of the call.

  The operator terminal 400 includes, for example, a telephone (for example, a telephone having a display unit) arranged in a call center, and receives a telephone (calling) distributed by the PBX 300. In addition, a screen provided from the management apparatus 200 is displayed on the display unit of the operator terminal 400.

  The user terminal 500 includes, for example, a smartphone or a personal computer, and accesses the management apparatus 200 via the Internet 800 to inquire about a telephone number. Further, the user terminal 500 displays a telephone number returned from the management apparatus 200. When the user terminal 500 is a smartphone, a call is made to the call center (PBX 300) via the telephone network 900.

(Outline configuration of information processing device)
A typical information processing apparatus 600 in which the management apparatus 200, the operator terminal 400, and the user terminal 500 according to the embodiment of the present invention are realized will be described.

  As shown in FIG. 2, the information processing apparatus 600 includes a CPU (Central Processing Unit) 601, a ROM (Read Only Memory) 602, a RAM (Random Access Memory) 603, a NIC (Network Interface Card) 604, an image A processing unit 605, an audio processing unit 606, a DVD-ROM (Digital Versatile Disc ROM) drive 607, an interface 608, an external memory 609, a controller 610, a monitor 611, and a speaker 612 are provided.

  The CPU 601 controls the overall operation of the information processing apparatus 600 and is connected to each component to exchange control signals and data.

  The ROM 602 records an IPL (Initial Program Loader) that is executed immediately after the power is turned on, and when this is executed, a predetermined program is read into the RAM 603 and the CPU 601 starts executing the program. The ROM 602 records an operating system program and various data necessary for operation control of the entire information processing apparatus 600.

  The RAM 603 is for temporarily storing data and programs, and holds programs and data read from the DVD-ROM and other data necessary for communication.

  The NIC 604 is for connecting the information processing apparatus 600 to a computer communication network such as the Internet, and conforms to the 10BASE-T / 100BASE-T standard used when configuring a LAN (Local Area Network), An analog modem for connecting to the Internet using a telephone line, an ISDN (Integrated Services Digital Network) modem, an ADSL (Asymmetric Digital Subscriber Line) modem, a cable modem for connecting to the Internet using a cable television line, etc. These are configured by an interface (not shown) or the like that mediates between these and the CPU 601.

   The image processing unit 605 processes the data read from the DVD-ROM or the like by an image arithmetic processor (not shown) included in the CPU 601 or the image processing unit 605, and then processes the processed data in a frame memory included in the image processing unit 605. (Not shown). The image information recorded in the frame memory is converted into a video signal at a predetermined synchronization timing and output to the monitor 611. Thereby, various page displays are possible.

  The audio processing unit 606 converts audio data read from a DVD-ROM or the like into an analog audio signal and outputs the analog audio signal from a speaker 612 connected thereto. Further, under the control of the CPU 601, a sound to be generated during the progress of processing performed by the information processing apparatus 600 is generated, and a sound corresponding to the sound is output from the speaker 612.

  A DVD-ROM mounted on the DVD-ROM drive 607 stores, for example, a program for realizing the management device 200 according to the embodiment. Under the control of the CPU 601, the DVD-ROM drive 607 performs a reading process on the DVD-ROM loaded therein, reads necessary programs and data, and these are temporarily stored in the RAM 603 or the like.

  An external memory 609, a controller 610, a monitor 611, and a speaker 612 are detachably connected to the interface 608.

  The external memory 609 stores data relating to the user's personal information and the like in a rewritable manner.

  The controller 610 receives an operation input performed at various settings of the information processing apparatus 600. The user of the information processing apparatus 600 can record these data in the external memory 609 as appropriate by inputting instructions through the controller 610.

  The monitor 611 presents the data output by the image processing unit 605 to the user of the information processing apparatus 600.

  The speaker 612 presents the audio data output by the audio processing unit 606 to the user of the information processing apparatus 600.

  In addition, the information processing apparatus 600 uses a large-capacity external storage device such as a hard disk so that it performs the same function as a ROM 602, a RAM 603, an external memory 609, a DVD-ROM mounted on the DVD-ROM drive 607, and the like. You may comprise.

Hereinafter, the configuration and the like of the management apparatus 200 realized in the information processing apparatus 600 will be described with reference to FIGS. When the information processing apparatus 600 is powered on, for example, when access from the user terminal 500 is received, each program that causes the management apparatus 200 according to the present embodiment to function is executed, thereby realizing the management apparatus 200 according to the present embodiment. Is done.
The operator terminal 400 and the user terminal 500 are similarly realized in the information processing apparatus 600. However, these configurations are omitted, and the most characteristic management apparatus 200 in this embodiment will be described below.

(Outline configuration of management device)
FIG. 3 is a block diagram illustrating an example of a schematic configuration of the management apparatus 200 according to the present embodiment. As illustrated, the management device 200 includes a reception unit 210, an allocation unit 220, a time limit management unit 230, a storage unit 240, a response unit 250, an acquisition unit 260, and a provision unit 270.

The accepting unit 210 accepts information sent from the user terminal 500 via the Internet 800.
For example, the reception unit 210 receives an inquiry from a logged-in user who is attempting to make a call. Specifically, in a state where a screen 700 (as an example, a user purchase history screen) 700 as shown in FIG. 4 is displayed on the user terminal 500, any of the “call call center” buttons 701 to 703 is displayed. When operated by the user (pressed with a finger or a mouse cursor), the accepting unit 210 accepts an inquiry from the user.
This inquiry includes user information related to the user. For example, when the “call to call center” button 701 is operated on the screen 700, user information including user ID and purchase information of “Company A's LCD TV” is sent from the user terminal 500 to the management apparatus 200. It is done. Therefore, the reception unit 210 receives an inquiry including such user information.
The above-described NIC 604 or the like can function as such a reception unit 210.

When the accepting unit 210 accepts an inquiry from a user, the assigning unit 220 assigns one destination number used as a destination for calling the operator terminal.
For example, the assigning unit 220 assigns one destination number from a plurality of telephone numbers to the inquiry accepted by the accepting unit 210. Then, the assignment unit 220 causes the storage unit 240 to store number information (number information 243 described later) in which the destination number is associated with the user information (user information received by the receiving unit 210).
Also, the assignment unit 220 notifies the response unit 250 of the assigned destination number.
The CPU 601 and the like described above can function as such an assignment unit 220.

The term management unit 230 performs term management on the number information (number information 243 described later) stored in the storage unit 240 and deletes the number information whose term has expired from the storage unit 240.
For example, the time limit management unit 230 sequentially reads each record of the number information stored in the storage unit 240 and deletes the record from the storage unit 240 if a predetermined period has elapsed from the creation date and time.
The CPU 601 and the like described above can function as such a time limit management unit 230.

The storage unit 240 stores various information necessary for the management apparatus 200.
For example, the storage unit 240 stores user information 241 as illustrated in FIG. 5A. As an example, the user information 241 includes a user ID 241a, a user name 241b, an address 241c, and a settlement organization 241d.
The storage unit 240 stores sales information 242 as shown in FIG. 5B. As an example, the sales information 242 includes a sales product ID 242a, a user ID 242b, a sales date 242c, and a sales price 242d.

In addition, the storage unit 240 stores number information 243 as shown in FIG. The number information 243 is information in which the destination number assigned by the assigning unit 220 described above and the user information accepted by the accepting unit 210 are associated with each other. For example, the number information 243 includes a destination number 243a, a user ID 243b, and a purchased product ID 243c. The case where the purchased product ID 243c is blank indicates, for example, a case where the “call call center” button is operated on a screen (user support screen or the like) other than the purchase history screen (screen 700) described above.
The above-described RAM 603, external memory 609, and the like can function as such a storage unit 240.

Returning to FIG. 3, the reply unit 250 replies to the user with the destination number assigned by the assigning unit 220 described above.
For example, when the “call call center” button 701 is operated on the screen 700 of FIG. 4 described above, the reply unit 250 returns the destination number assigned by the assigning unit 220 to the user terminal 500, thereby As shown in FIG. 6, a response message 704 is displayed on the screen 700.
If the user terminal 500 is a smartphone or the like (if it has a telephone function), instead of displaying the response message 704 (or displaying the response message 704), the address returned from the response unit 250 You may make it call a number.
The above-described NIC 604 or the like can function as such a response unit 250.

Returning to FIG. 3, when the operator terminal 400 is called, the acquiring unit 260 acquires the destination number used for calling the operator terminal 400 from the PBX 300.
That is, when the PBX 300 is called from the user terminal 500 (or a telephone other than the user terminal 500 used by the user) via the telephone network 900, the PBX 300 selects one operator terminal 400 that is not in a call. The operator terminal 400 is made to receive a call. Then, the PBX 300 notifies the acquisition unit 260 of the destination number used for making the call and the operator terminal 400 that has received the call. Therefore, the acquisition unit 260 acquires the destination number used for the call.
The acquiring unit 260 transmits the acquired destination number and the like to the providing unit 270.
The above-described CPU 601 and the like can function as such an acquisition unit 260.

The providing unit 270 searches the number information 243 of FIG. 5C described above based on the destination number acquired by the acquiring unit 260, and stores the user information stored in association with the acquired destination number in the operator terminal 400. To provide.
For example, the providing unit 270 generates a screen (customer candidate screen) 750 as shown in FIG. 7A and provides it to the operator terminal 400.
Note that, as described above, the number information 243 is managed by the term management unit 230 for the term, and a record after a predetermined period has been deleted. Still, when there are many inquiries from the user terminal 500, a situation may occur in which a plurality of pieces of user information are associated with the same destination number. In this case, the providing unit 270 generates a screen 760 as illustrated in FIG. 7B and provides the screen to the operator terminal 400, for example.
The above-described CPU 601, NIC 604, and the like can function as such a providing unit 270.

(Operation of management device)
Hereinafter, the operation of the management apparatus 200 having such a configuration will be described with reference to FIG. FIG. 8 is a flowchart for explaining the overall operation centering on the management apparatus.

First, the user terminal 500 requests a destination number from the management apparatus 200 (step S1).
For example, the user terminal 500 displays the screen 700 as shown in FIG. 4 described above, and when any of the “call call center” buttons 701 to 703 is operated by the user, the user information Is sent to the management terminal 200 to request a destination number.

The management apparatus 200 returns a destination number to the user terminal 500 (step S2).
That is, the assigning unit 220 assigns one destination number from a plurality of telephone numbers to the inquiry accepted by the accepting unit 210. The assigning unit 220 causes the storage unit 240 to store number information 243 in which the destination number is associated with the user information. Then, the response unit 250 returns the destination number assigned by the assignment unit 220 to the user terminal 500.
For example, when the “call call center” button 701 is operated on the screen 700 in FIG. 4 described above, the response unit 250 returns the destination number assigned by the assignment unit 220 to the user terminal 500, thereby returning the above-described information. As shown in FIG. 6, a response message 704 is displayed on the screen 700.
If the user terminal 500 is a smartphone or the like, instead of displaying the response message 704, a call may be made to the destination number returned from the response unit 250.

  The user terminal 500 (or a telephone set different from the user terminal 500 used by the user) calls the destination number via the telephone network 900 (step S3).

  When a call is made from the user terminal 500, the PBX 300 selects one operator terminal 400 that is not in a call and causes the operator terminal 400 to receive a call (step S4).

The PBX 300 notifies the management apparatus 200 of the destination number used for the call (step S5).
That is, the acquisition unit 260 of the management apparatus 200 acquires from the PBX 300 the destination number used for making a call and the operator terminal 400 that has received the call.

The management device 200 provides user information to the operator terminal 400 (step S6).
That is, the providing unit 270 searches the number information 243 in FIG. 5C described above based on the destination number acquired by the acquiring unit 260, and uses the stored user information in association with the acquired destination number as the operator. Provide to the terminal 400.
For example, the providing unit 270 generates the above-described screen 750 in FIG. 7A, the above-described screen 760 in FIG. 7B, and the like, and provides them to the operator terminal 400.

  By such an operation process, a call center operator can quickly acquire user information related to a user who makes a call.

(Other embodiments)
In the above embodiment, the case where the destination number returned from the management apparatus 200 is displayed like the message 704 as in the screen 700 of FIG. 6 described above is described. You may make it display.
For example, when the reply unit 260 of the management apparatus 200 sends the destination number to the user terminal 500, the congestion degree is determined from the number of records in the current number information 243 (that is, the number of users who have made an inquiry and have not passed the predetermined period) A gauge (indicator) indicating is generated and transmitted.
Then, the user terminal 500 displays a message 704 together with a gauge indicating the degree of congestion.
In this case, the user can easily decide whether to make a call or not by using a gauge indicating the degree of congestion.

In the above embodiment, the providing unit 270 of the management apparatus 200 displays each user information as shown in the screen 760 of FIG. 7B described above when a plurality of pieces of user information are associated with the same destination number. However, it may be easier to specify the user information of the user who calls the operator.
For example, the providing unit 270 may generate a screen that is clearly shown by emphasizing different portions of the user information and transmit the screen to the operator terminal 400.

  As described above, according to the present invention, it is possible to provide a management device, a management method, a recording medium, and a program that allow a call center operator to quickly acquire user information related to a user who makes a call. .

DESCRIPTION OF SYMBOLS 100 Call system 200 Management apparatus 210 Reception part 220 Assignment part 230 Time limit management part 240 Storage part 250 Response part 260 Acquisition part 270 Provision part 300 PBX
400 operator terminal 500 user terminal 600 information processing apparatus 601 CPU
602 ROM
603 RAM
604 NIC
605 Image processing unit 606 Audio processing unit 607 DVD-ROM drive 608 interface 609 external memory 610 controller 611 monitor 612 speaker 800 Internet 900 telephone network

Claims (8)

A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
A management apparatus comprising: The management device according to claim 1,
In the case where a plurality of pieces of user information are stored in the storage unit in association with the acquired destination number, the providing unit provides the plurality of users when providing the plurality of user information to the operator. Provide explicit information on differences in information,
A management device characterized by that. The management device according to claim 1,
The inquiry and the response are made via a user terminal used by the user, and when the user terminal receives the response according to the inquiry, a call is made to a destination number included in the response.
A management device characterized by that. The management device according to claim 3,
When the response unit responds to the user with the assigned destination number, the response unit includes the number of user information currently stored in the storage unit, thereby causing the user terminal to present the degree of congestion. ,
A management device characterized by that. The management device according to claim 1,
When the reception unit receives an inquiry from a user browsing the purchase history page of the product, the reception unit acquires purchase information presented on the purchase history page,
The storage unit stores user information including the acquired purchase information in association with the assigned destination number for a predetermined period.
A management device characterized by that. A management method in a management device,
The management device is an accepting step of accepting an inquiry from a user who is logged in and intends to make a call;
An assigning step in which the management device assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers in response to the accepted inquiry;
An accumulation step in which the management device accumulates user information related to the user in a predetermined storage unit in a predetermined period in association with the assigned destination number;
A reply step in which the management device returns the assigned destination number to the user;
The management device, when the operator terminal is called, obtains a destination number used for making a call to the operator terminal,
A providing step in which the management device provides user information stored in association with the acquired destination number to an operator who uses the operator terminal;
A management method comprising: Computer
A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
A computer-readable recording medium having recorded thereon a program that is caused to function as: Computer
A reception unit that accepts inquiries from users who are logged in and want to make phone calls;
In response to the received inquiry, an assigning unit that assigns one destination number used as a destination for calling an operator terminal from a plurality of telephone numbers;
A storage unit that stores user information related to the user in association with the assigned destination number for a predetermined period;
A reply unit for replying the assigned destination number to the user;
When the operator terminal is called, an acquisition unit that acquires a destination number used for making a call to the operator terminal,
A providing unit for providing user information stored in association with the acquired destination number to an operator who uses the operator terminal;
A program characterized by functioning as

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