WO2018034233A1 - Système, procédé de commande, appareil de gestion, procédé de gestion et programme de gestion de centre d'appels - Google Patents

Système, procédé de commande, appareil de gestion, procédé de gestion et programme de gestion de centre d'appels Download PDF

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Publication number
WO2018034233A1
WO2018034233A1 PCT/JP2017/029100 JP2017029100W WO2018034233A1 WO 2018034233 A1 WO2018034233 A1 WO 2018034233A1 JP 2017029100 W JP2017029100 W JP 2017029100W WO 2018034233 A1 WO2018034233 A1 WO 2018034233A1
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WIPO (PCT)
Prior art keywords
operator
identifier
service destination
service
network
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PCT/JP2017/029100
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English (en)
Japanese (ja)
Inventor
純功 朝本
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日本電気株式会社
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Publication of WO2018034233A1 publication Critical patent/WO2018034233A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention relates to a contact center system, a contact center control method, a contact center management device, a contact center management method, and a contact center management program.
  • Patent Document 1 when there is a connection request from a customer terminal, the call center management server selects an operator terminal that satisfies the specifications corresponding to the specifications of the customer terminal and performs TV call communication.
  • the integrated operation management device collects network device configuration information and server information from a plurality of network device management devices, and information and server information on a logical network created by the user from the network device configuration information.
  • a technique is disclosed in which an operation command is issued to each network device management apparatus based on the association between them.
  • An object of the present invention is to provide a technique for solving the above-described problems.
  • a contact center system includes: First registration means for registering an operator identifier for identifying an operator and a service destination identifier for identifying a service destination to be assigned to the operator in association with each other; Obtaining means for obtaining the service destination identifier corresponding to the operator identifier input from an operator terminal with reference to the correspondence registered in the first registration means; Second registration means for registering the service destination identifier in association with a network identifier for identifying a service destination network to which a service device is connected via at least one switch means; Using the service destination identifier acquired by the acquisition means and the correspondence registered in the second registration means, the operator terminal and the service destination network corresponding to the operator terminal are included in the operator terminal.
  • a contact center control method includes: Corresponding to the operator identifier input from the operator terminal with reference to the correspondence relationship between the operator identifier registered in the first registration means for identifying the operator and the service destination identifier for identifying the service destination assigned to the operator An acquisition step of acquiring the service destination identifier; A correspondence relationship between the service destination identifier registered in the second registration unit and a network identifier for identifying a service destination network to which the service device is connected via at least one switch unit; and Using the acquired service destination identifier, a connection step of connecting the operator terminal and the service device included in the service destination network corresponding to the operator terminal; including.
  • a contact center management apparatus includes: Instructing means for instructing generation of a service destination network in which service devices constituting a contact center are connected via at least one switch means corresponding to the service destination; Second registration means for registering the service destination identifier for identifying the service destination in association with the generated network identifier for identifying the service destination network; First registration means for registering an operator identifier for identifying an operator for the contact center in association with the service destination identifier to which the operator is assigned; When the operator identifier input from an operator terminal is received, the service destination identifier is acquired with reference to the first registration unit, and further, the network identifier is acquired with reference to the second registration unit, Instructing to connect the service destination network and the operator terminal based on the network identifier and an operator terminal identifier for identifying the operator terminal to which the operator identifier is input, Is provided.
  • a contact center management method includes: An instruction step for instructing generation of a service destination network in which service devices constituting a contact center are connected via at least one switch means in correspondence with the service destination; A second registration step of registering the service destination identifier for identifying the service destination and the generated network identifier for identifying the service destination network in association with the second registration unit; A first registration step of registering an operator identifier for identifying an operator for the contact center in association with the service destination identifier to which the operator is assigned in a first registration unit; When the operator identifier input from an operator terminal is received, the service destination identifier is acquired with reference to the first registration unit, and further, the network identifier is acquired with reference to the second registration unit, An instruction step for instructing to connect the service destination network and the operator terminal based on the network identifier and an operator terminal identifier for identifying the operator terminal to which the operator identifier is input; including.
  • a contact center management program includes: An instruction step for instructing generation of a service destination network in which service devices constituting a contact center are connected via at least one switch means in correspondence with the service destination; A second registration step of registering the service destination identifier for identifying the service destination and the generated network identifier for identifying the service destination network in association with the second registration unit; A first registration step of registering an operator identifier for identifying an operator for the contact center in association with the service destination identifier to which the operator is assigned in a first registration unit; When the operator identifier input from an operator terminal is received, the service destination identifier is acquired with reference to the first registration unit, and further, the network identifier is acquired with reference to the second registration unit, An instruction step for instructing to connect the service destination network and the operator terminal based on the network identifier and an operator terminal identifier for identifying the operator terminal to which the operator identifier is input; Is executed on the computer.
  • FIG. 1 is a block diagram showing a configuration of a contact center system according to a first embodiment of the present invention. It is a block diagram which shows the structure of the contact center system which concerns on 2nd Embodiment of this invention. It is a figure which shows the operation
  • a contact center system 100 according to a first embodiment of the present invention will be described with reference to FIG.
  • the contact center system 100 is a system that processes a response to a contact call from a user.
  • the contact center system 100 includes a first registration unit 101, an acquisition unit 102, a second registration unit 103, and a connection unit 104.
  • the first registration unit 101 registers an operator identifier 111 for identifying an operator and a service destination identifier 112 for identifying a service destination to be assigned to the operator in association with each other.
  • the acquisition unit 102 refers to the correspondence registered by the first registration unit 101 and acquires a service destination identifier corresponding to the operator identifier input from the operator terminal.
  • the second registration unit 103 registers the service destination identifier 112 and the network identifier 131 for identifying the service destination network 110 to which the service device is connected via at least one switch unit in association with each other.
  • the connection unit 104 uses the service destination identifier 112 acquired by the acquisition unit 102 and the correspondence registered by the second registration unit 103 to connect the operator terminal and the service destination network 110 corresponding to the operator terminal. Connect the service devices included.
  • the contact center system updates an operator assignment for a plurality of constructed contact centers by an operator identifier input operation from an operator terminal and is defined by software-defined network (SDN), which is a virtual network. (Virtual network) can be easily realized. Further, the addition and change of the contact center in the data center is easily realized by controlling the SDN in accordance with the input operation of the administrator.
  • the operator assignment update includes registration of a new service destination, change of the service destination, release from the service destination, or registration of a plurality of service destinations.
  • FIG. 2 is a block diagram showing a configuration of the contact center system 200 according to the present embodiment.
  • DC Data Center
  • FIG. 2 the right diagram is a diagram for explaining the relationship between the system management terminal 211, the SDN controller 213 as a virtual network controller, and the SDN switch 214 in the portion surrounded by the thick broken line in the left diagram.
  • the contact center system 200 includes a system management terminal 211, a contact center (hereinafter referred to as CC: Contact Center) integrated management server 212, an SDN controller 213, and an SDN switch 214.
  • the system management terminal 211 is a terminal used by a system administrator who manages DC or CC.
  • the CC integrated management server 212 executes system management by the system management terminal 211.
  • the SDN controller 213 controls connection based on the CC management information of the CC integrated management server 212.
  • the SDN switch 214 is subjected to open flow control by the SDN controller 213.
  • the DC is connected to the virtual network 220 for connecting virtual devices that realize the processing as the DC and to the company A.
  • the virtual network 231 that connects the virtual devices that realize the CC service of the company and the virtual network 232 that connects the virtual devices that realize the CC service to the company B maintain a mutually secure environment. It is configured.
  • Such connection of virtual devices is realized by constructing an SDN in accordance with a service destination network generation instruction from the CC integrated management server 212 to the SDN controller 213. That is, the SDN controller 213 generates a flow table set for each flow switch of the SDN switch 214 and sets the generated flow table for each flow switch of the SDN switch 214 to generate a connection route. It is easily realized while maintaining a secure environment.
  • the CC integrated management server 212 holds a table 211a that stores information on service destinations that provide each CC service and an identifier (ID: Identifier) that identifies an operator assigned to the service destination in association with each other. ing.
  • the CC integrated management server 212 also holds a table 212a that stores a service destination and a VTN for constructing a service destination network in association with each other.
  • the operator terminal 240 uses the company A as the service destination and the corresponding service destination. Routing to the network VTN is performed. For example, when an operator terminal to which an operator ID “1000” or “2000” is input has a terminal address X (may be an IP address) as an operator terminal identifier, the operator terminal is connected to the A company VTN. Routed. On the other hand, when the operator terminal to which the operator ID “3000” is input has the terminal address Y, the operator terminal is routed so as to be connected to the B company VTN.
  • X may be an IP address
  • Routing while maintaining this secure environment is performed by the SDN controller 213 to generate a flow table set in each flow switch of the SDN switch 214 and to each flow switch of the SDN switch 214 to generate a connection path. This is easily realized by setting the generated flow table.
  • the routing is automatically changed while maintaining a secure environment as long as the correspondence between the operator ID and the service destination is changed from the system management terminal 211. It becomes possible to do.
  • 3A to 3C are diagrams showing an outline of the operation of the contact center system 200 according to the present embodiment.
  • 3A to 3C show the processing in FIG. 2 in three parts: generation of a service destination network (VTN), input of an operator ID from the operator terminal, and connection of the operator terminal to the VTN.
  • VTN service destination network
  • FIG. 3A illustrates the operation in generating the service destination networks (VTN) 231 to 23n.
  • the system administrator associates each reception group (service destination) with the integrated management tool based on the operator ID.
  • the CC integrated management server 212 registers the service destination and the service destination network (VTN) 231 to 23n in association with each other.
  • the SDN controller 213 cooperates with the SDN switch 214 to construct VTNs 231 to 23n as virtual network (NW) segments for each reception group.
  • NW virtual network
  • VTNs 231 to 23n that construct service destination networks from Company A to Company Z are generated, and the CC integrated management server 212 includes a table 211a in which operator IDs and service destinations are linked, A table 212a in which service destinations and service destination networks (VTN) 231 to 23n are linked is held.
  • VTN service destination networks
  • FIG. 3B illustrates an operation of inputting an operator ID from the operator terminals 241 to 24m.
  • the operators 251 to 253 log in to the operator terminals 241 to 243 using the assigned operator IDs, respectively.
  • operator IDs associated with the terminal addresses of the operator terminals are transmitted from the operator terminals 241 to 243 to the CC integrated management server 212. This is shown in the table 240a.
  • FIG. 3C is a diagram showing a state in which the CC integrated management server 212 has instructed the association between the operator terminal and the service destination network.
  • the entered operator ID is associated with the corresponding service destination network with reference to the table 211a held in the CC integrated management server 212.
  • the operator terminal 241 to which the operator 251 with the operator ID “1000” has logged in and the operator terminal 242 to which the operator 252 with the operator ID “2000” has logged in are linked to the service destination network of the company A.
  • the operator terminal 24m to which the operator 253 with the operator ID “3000” has logged in is linked to the service destination network of company B.
  • the SDN controller 213 At the time of connection, the SDN controller 213 generates a flow table describing a switching rule and sets it in each SDN switch 214, whereby the operator terminal and the service destination network are connected.
  • FIG. 4 is a sequence diagram showing an operation procedure of the contact center system 200 according to the present embodiment.
  • FIG. 4 in order to clarify the operation in this embodiment, two operators a and b, two operator terminals X and Y, two service destination networks A and B, The connection operation between the operator terminal and the service destination network by assigning the operator and logging in to the operator terminal will be described.
  • FIG. 4 operator assignment and login from an operator terminal will be described.
  • the present invention can also be applied to changes that maintain a secure environment in other contact center control via a network.
  • the CC integrated management server 212 In response to an instruction from the system management terminal 211, the CC integrated management server 212 instructs generation of the service destination networks A and B in step S401, and the devices used in the service destination networks A and B are controlled by the SDN controller. Connected via switch. Then, it is assumed that the CC integrated management server 212 assigns the operator a to the service destination network A and assigns the operator b to the service destination network B in step S403.
  • step S405 the operator a logs in from the operator terminal X and inputs the operator ID (a).
  • the operator terminal X notifies the CC integrated management server 212 of the operator ID (a) input together with the operator terminal address (X).
  • the CC integrated management server 212 notifies the SDN controllers constituting the service destination networks A and B that the operator a is assigned to the service destination network A.
  • step S411 the service destination network A and the operator terminal X are connected via the SDN switch under the control of the SDN controller, and service provision to the operator terminal X by the service destination network A is started.
  • the operator terminal X provides a service by the service destination network A to the operator a.
  • the service destination network A is actually notified from the CC integrated management server 212 to the operator terminal X as the communication destination, and the service destination network A from the operator terminal X is actually used.
  • Communication packet is transmitted via the SDN switch under the control of the SDN controller. The same applies to the communication from the service destination network A to the operator terminal X.
  • the detailed procedure is omitted, but it is assumed that the same processing is performed.
  • the operator a logs in from the operator terminal Y and inputs the operator ID (a) in step S421.
  • the operator terminal Y notifies the CC integrated management server 212 of the entered operator ID (a).
  • the CC integrated management server 212 informs the SDN controllers constituting the service destination networks A and B that the operator a is assigned to the service destination network A.
  • the service destination network A and the operator terminal Y are connected via the SDN switch under the control of the SDN controller, and service provision to the operator terminal Y by the service destination network A is started.
  • the operator terminal Y provides a service by the service destination network A to the operator a.
  • the operator b logs in from the operator terminal X and inputs the operator ID (b) in step S431.
  • the operator terminal X notifies the CC integrated management server 212 of the entered operator ID (b).
  • the CC integrated management server 212 notifies the SDN controllers constituting the service destination networks A and B that the operator b is assigned to the service destination network B.
  • the service destination network B and the operator terminal X are connected via the SDN switch under the control of the SDN controller, and service provision to the operator terminal X by the service destination network B is started.
  • the operator terminal V provides a service by the service destination network B to the operator b.
  • the CC integrated management server 212 changes the assignment of the operator a to the service destination network B and assigns the operator b to the service destination network B in step S441.
  • step S443 the operator a logs in from the operator terminal Y and inputs the operator ID (a).
  • step S445 the operator terminal Y notifies the CC integrated management server 212 of the entered operator ID (a).
  • the CC integrated management server 212 informs the SDN controllers constituting the service destination networks A and B that the operator a is assigned to the service destination network B.
  • step S449 the service destination network B and the operator terminal Y are connected via the SDN switch under the control of the SDN controller, and service provision to the operator terminal Y by the service destination network B is started.
  • step S451 the operator terminal Y provides a service by the service destination network B to the operator a.
  • the CC integrated management server 212 only changes the registration of the correspondence between the operator and the service destination. Good. Even if the operator logs in from any operator terminal, the operator can connect to the service destination network (VTN) to which the operator is assigned by the operator ID and receive the service.
  • VTN service destination network
  • Interface screen in CC integrated management server 5A and 5B are diagrams showing interface screens in the CC integrated management server 212 according to the present embodiment.
  • the interface screen 510 in FIG. 5A is an example of a menu screen when the system management terminal 211 starts a contact center management application. Although the menu of service destination network generation 521, network view 522, or operator assignment 523 is displayed, the present invention is not limited to this.
  • the interface screen 520 is a screen for setting resources connected to the contact center. Further, the resource connection state of the contact center that has already been created is shown, and resource change can be instructed from this screen.
  • a topology screen 530 is displayed that visually shows how the resources displayed on the interface screen 520 are connected according to the topology. If this topology screen 530 is used as an input screen for generating or changing a service destination network instead of the interface screen 520 for generating a service destination network, the contact center structure can be visually input / output. .
  • the interface screen 540 of FIG. 5B is a screen on which the topology screen 530 of FIG. 5A displays the topology for a plurality of VTNs respectively corresponding to a plurality of service destination networks. The system administrator can visually grasp the configuration of the VTN that constructs the service provided by the data center (DC) including a plurality of CC services by using the interface screen 540.
  • the interface screen 550 in FIG. 5B is a screen for inputting / outputting the assignment (including new assignment / change) of the operator to each CC provided when the operator assignment is selected from the menu screen.
  • the system administrator displays the current operator assignment state, and performs addition / modification / change / deletion.
  • a service destination ID 552, operator information 553, and service destination information 554 are displayed or input in association with the operator ID 551.
  • the interface screen 560 of FIG. 5B is a screen showing an example of topology display in a state where the operator terminal 561 that has received the operator ID is connected to the VTN corresponding to the service destination CC after the operator ID is input from the operator terminal. It is.
  • FIG. 5C is a diagram showing an interface screen on the operator terminal 240 according to the present embodiment.
  • the interface screen 571 in FIG. 5C is an input screen for an operator ID and a password when a contact application corresponding to a contact call is launched in the operator terminal set 570.
  • the operator terminal set 570 includes, for example, a telephone for contact calls, a computer connected to the VTN of the service destination network and receiving a service, and a display unit and an operation unit.
  • the operator inputs his operator ID and password from the interface screen 571.
  • the entered operator ID is sent to the CC integrated management server 212 together with the operator terminal address, converted into a service destination ID registered in association with the operator ID, and connected to the VTN corresponding to the service destination ID by the SDN controller.
  • the flow table of the SDN switch is set.
  • An interface screen 572 in FIG. 5C is a display screen of a service menu for the operator.
  • the interface screen 572 may display an operation screen for inputting the content of a contact call, a menu for service destination information search, call source history information search, and the like.
  • FIG. 6A is a block diagram showing a functional configuration of the CC integrated management server 212 according to the present embodiment.
  • the CC integrated management server 212 includes a communication control unit 601, a DC resource registration unit 602, a service destination network generation unit 603, a service destination connected device registration unit 604, an operator assignment unit 605, and an operator assignment registration unit 606. .
  • the CC integrated management server 212 includes an operator ID acquisition unit 607, an operator terminal connection determination unit 608, a connection instruction unit 609, and an API (Application Programming Interface) control unit 610 as an SDN interface. Note that the API control unit 610 may be incorporated in a part of the communication control unit 601.
  • the communication control unit 601 controls communication with the system management terminal 211 and the plurality of operator terminals 240. Although not shown, communication with the system management terminal 211 and the plurality of operator terminals 240 is performed under a management application and a contact application, respectively.
  • the DC resource registration unit 602 registers resources prepared in the data center that the CC integrated management server 212 performs integrated management.
  • DC resources include storage devices that make up various servers and databases, appliances that perform functions such as firewalls (FW) and load balancers (LB), service destinations that provide CC services, , Operator terminals and operators responding to contact calls.
  • the resource registered in the DC resource registration unit 602 is not limited to hardware and may be a virtual resource.
  • the service-destination network generation unit 603 instructs generation of a service-destination network based on the DC resource that configures the target CC input from the system management terminal 211.
  • the service destination connected device registration unit 604 collects the DC resources indicated by the service destination network generation unit 603 from the DC resource registration unit 602, and registers the device connection of the DC resources constituting the CC. Then, the service destination connected device registration unit 604 transmits information indicating the device connection of the DC resource that configures the CC corresponding to the service destination to the connection instruction unit 609, and the device connection of the DC resource in the VTN that configures the CC. Is realized by the SDN switch 214 via the SDN controller 213. When a plurality of CCs are constructed, information on a plurality of CC device connections is registered in association with a plurality of service destination IDs.
  • the operator assignment unit 605 assigns an operator to each CC service based on the operator ID of the operator assigned to each CC service input from the system management terminal 211.
  • the operator assignment registration unit 606 registers the relationship between the operator ID assigned by the operator assignment unit 605 from the DC resource registration unit 602 and the service destination of the CC service.
  • the operator ID acquisition unit 607 acquires the operator ID input at the time of login from the operator terminal 240 together with the address of the operator terminal.
  • the operator terminal connection determination unit 608 has an operator terminal connection table 608a. Based on the operator ID from the operator terminal 240, the operator terminal registration unit 606 connects the operator terminal to the service destination network, that is, the VTN to be connected. Determine. Then, the operator terminal connection determination unit 608 gives a connection instruction with a terminal address (for example, IP address) which is information of the operator terminal 240 and information indicating a service destination to be connected (for example, a network ID, a server address in the network, etc.). To the unit 609. Thereby, the connection with the VTN configuring the service destination network is realized by the SDN switch 214 via the setting of the SDN controller 213.
  • a terminal address for example, IP address
  • the connection instruction unit 609 receives a request for generating a VTN to which the devices constituting the CC are connected from the service-destination connected device registration unit 604, and connects to the SDN controller 213 via the API control unit 610 via the SDN switch 214. Instruct. Alternatively, upon receiving a request for connection between the operator terminal and the service destination network from the operator terminal connection determination unit 608, the operator terminal is notified of the service destination network.
  • the API control unit 610 implements an interface with the SDN controller 213.
  • FIG. 6A shows the case where a new function is added to the basic function of the CC integrated management server 212, a part or all of the new function may be constructed as a new server. In that case, for example, the operator terminal 240 and the SDN controller 213 are connected to a new server.
  • FIG. 6B is a diagram illustrating a configuration of data registered in the DC resource registration unit 602 according to the second embodiment of the present invention.
  • the DC resource registration unit 602 registers resources held by the DC, in this example, service destinations, devices, and operators, and is used to construct a service destination network and assign operators. Note that the DC resource registration unit 602 is not limited to the configuration of FIG. 6B.
  • the DC resource registration unit 602 includes a service destination registration unit 620 for registering a DC service destination, a device registration unit 630 for registering devices owned by the DC, and an operator registration unit 640 for registering an operator.
  • the service destination registration unit 620 stores service destination information 622 related to the service destination and provided service information 623 related to the provided service in association with the service destination ID 621.
  • the service destination information 622 stores a service destination name, its address, contact information, and the like.
  • the provided service information 623 stores a service type, service content, a device used, a rank of provided service, and the like.
  • the CC service of this embodiment is provided to a service destination whose service type is CC. Note that the management and calculation of service types indicate that this DC can also provide other services.
  • the device registration unit 630 stores the resource information 632 in association with the resource ID 631.
  • the resource information 632 includes, for example, the resource type, the service content provided by the resource, the resource capability, and the like.
  • the resource includes an operator terminal, and in this embodiment, a terminal address (for example, IP address) 633 of each operator terminal is registered.
  • the operator registration unit 640 stores operator information 642 in association with the operator ID 641.
  • the operator information 642 includes, for example, the operator's name, address, contact information, and qualification. An appropriate operator is selected and assigned to the content of the contact call based on information such as qualification.
  • FIG. 6C is a diagram showing a configuration of data registered in the service destination connected device registration unit 604 according to the present embodiment.
  • the service destination connected device registration unit 604 registers devices connected to the VTN configuring each service destination network, and is used for device connection by SDN and registration of operator assignment to each CC.
  • the service destination connected device registration unit 604 associates with a service destination ID 651 such as Company A or Company B, which is a service destination identifier, and a service to be connected to a corresponding VTN (network ID) 652 constituting the service destination network.
  • the device 653 is stored.
  • the service device 653 to be connected includes servers, storages, and appliances included in the corresponding VTN 652, which are freely changed in connection while maintaining a secure environment by SDN.
  • FIG. 6D is a diagram illustrating a configuration of data registered in the operator assignment registration unit 606 according to the present embodiment.
  • the operator assignment registration unit 606 registers the service destination network of the CC to which each operator is assigned by the system administrator from the system management terminal 211, and the operator terminal connection determination unit 608 responds to the operator ID with the service destination of the operator terminal. Used to determine the connection to the network.
  • the operator assignment registration unit 606 stores a corresponding service destination ID 662 and a corresponding VTN 664 (network ID) in association with the operator ID 661.
  • FIG. 6E is a diagram showing a configuration of an operator terminal connection table 608a according to the present embodiment.
  • FIG. 6E shows the configuration of the operator terminal connection determination unit 608 together with the procedure for associating the operator terminal with the service destination network.
  • the operator terminal connection table 608a includes an association table for associating the address of the operator terminal with the corresponding VTN that is the service destination network, and a storage table for storing the associated VTN.
  • the association table stores an address 681 of an operator terminal, an operator ID 682, and a corresponding VTN (network ID) 683.
  • the operator ID acquisition unit 607 receives the operator terminal address 681 and the operator ID 682 input from the operator terminal.
  • the corresponding VTN (network ID) 683 of the CC to which the operator is assigned is linked.
  • the associated operator terminal address 681 and the corresponding VTN (network ID) 683 are transmitted to the connection instruction unit 609.
  • the associated operator terminal address 681 and the corresponding VTN (network ID) 683 are held as a pair of the operator terminal address 684 and the corresponding VTN (network ID) 685 in the storage table.
  • the operator terminal is logged out or powered off, when a failure occurs in the CC integrated management server, or when a failure occurs in the SIP (Session Initiation Protocol) server that connects the contact call to the operator.
  • the pair of the operator terminal address 684 in the storage table and the corresponding VTN (network ID) 685 is canceled.
  • the operator terminal connection table 608a is in the operator terminal connection determination unit 608, but may be separately stored in an external storage. Further, the storage table may be used when the SDN controller 213 performs rerouting and may be configured to be shared with the SDN controller 213.
  • connection from the service destination network to the operator terminal or the device connection in the service destination network is same applies.
  • FIG. 7 is a flowchart showing a processing procedure of the CC integrated management server 212 according to this embodiment. This flowchart is executed using the storage medium and storage by the CPU that controls the CC integrated management server 212, and implements the functional configuration unit of FIG. 6A. FIG. 7 does not show the activation of the management application with the system management terminal 211 and the activation of the contact application with the operator terminal 240.
  • step S711 the CC integrated management server 212 determines whether or not it is an instruction to generate a service destination network from the system management terminal 211. In the case of the service destination network generation instruction, the CC integrated management server 212 determines the CC based on the input information from the system management terminal 211 or the CC configuration information prepared in the CC integrated management server 212 in step S713. The connected device information to be configured is acquired, and resources or virtual resources owned by the DC are allocated. In step S717, the CC integrated management server 212 registers the VTN corresponding to the service destination network in the service destination connected device registration unit 604.
  • step S719 the CC integrated management server 212 provides VTN information for realizing the service destination network to the SDN controller 213 via the connected device or API.
  • step S721 the CC integrated management server 212 waits for a VTN generation completion notification from the SDN controller 213. If there is a VTN generation completion notification, the CC integrated management server 212 notifies the system management terminal 211 in step S723.
  • the topology of the generated VTN of the service destination network is preferably displayed.
  • the CC integrated management server 212 determines in step S731 whether or not it is an operator assignment reception from the system management terminal 211. In the case of operator assignment reception, the CC integrated management server 212 acquires operator assignment information from the system management terminal 211 in step S733. In step S735, the CC integrated management server 212 registers the association between the operator ID and the service destination network, that is, the VTN, in the operator assignment registration unit 606.
  • the CC integrated management server 212 determines whether or not the login is from one of the operator terminals 240 in step S741. . In the case of login from one of the operator terminals 240, the CC integrated management server 212 acquires a terminal address and an operator ID in step S743. Then, in step S745, the CC integrated management server 212 refers to the operator assignment registration unit 606, acquires the service destination associated with the operator ID, and in step S746, the service destination network (VTN) to which the operator terminal is connected. ) To get.
  • step S747 the CC integrated management server 212 provides the operator terminal or the SDN controller 213 via the API with information for connecting the operator terminal that has entered the operator ID and the VTN that is the service destination network. .
  • step S749 the CC integrated management server 212 preferably displays the topology of the connection information generated for the system management terminal 211.
  • the CC integrated management server 212 determines in step S751 whether or not it is an instruction for other processing. judge. In the case of an instruction for another process, the CC integrated management server 212 performs the other process instructed in step S753.
  • the procedure before and after the procedure is not limited to FIG.
  • the present invention may be applied to a system composed of a plurality of devices, or may be applied to a single device. Furthermore, the present invention can also be applied to a case where a contact center management program or a network control program that implements the functions of the embodiments is supplied directly or remotely to a system or apparatus. Therefore, in order to realize the functions of the present invention on a computer, a program installed on the computer, a medium storing the program, and a WWW (World Wide Web) server that downloads the program are also included in the scope of the present invention. . In particular, at least a non-transitory computer readable medium storing a program for causing a computer to execute the processing steps included in the above-described embodiments is included in the scope of the present invention.

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Abstract

La présente invention concerne un système qui permet de changer facilement l'affectation d'un opérateur à un centre d'appels tout en maintenant un environnement sécurisé. Un système de centre d'appels selon la présente invention comprend : une première unité d'enregistrement qui enregistre un identifiant d'opérateur et un identifiant de destination de service en association l'un avec l'autre, l'identifiant d'opérateur identifiant un opérateur, l'identifiant de destination de service identifiant une destination de service à affecter à l'opérateur ; une unité d'acquisition qui acquiert, en se référant à une relation d'association enregistrée dans la première unité d'enregistrement, l'identifiant de destination de service associé à l'identifiant d'opérateur entré par un terminal d'opérateur ; une seconde unité d'enregistrement qui enregistre l'identifiant de destination de service et un identifiant de réseau en association l'un avec l'autre, l'identifiant de réseau identifiant un réseau de destination de service auquel un dispositif de service est connecté par l'intermédiaire d'au moins une unité de commutation ; une unité de connexion qui connecte, à l'aide de l'identifiant de destination de service acquis par l'unité d'acquisition et de la relation d'association enregistrée dans la seconde unité d'enregistrement, le terminal d'opérateur et le dispositif de service compris dans le réseau de destination de service associé au terminal d'opérateur.
PCT/JP2017/029100 2016-08-18 2017-08-10 Système, procédé de commande, appareil de gestion, procédé de gestion et programme de gestion de centre d'appels WO2018034233A1 (fr)

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JP2016-160293 2016-08-18
JP2016160293A JP6819130B2 (ja) 2016-08-18 2016-08-18 コンタクトセンタシステム、コンタクトセンタ制御方法、コンタクトセンタ管理装置、コンタクトセンタ管理方法、および、コンタクトセンタ管理プログラム

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Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003087411A (ja) * 2001-09-10 2003-03-20 Infosite:Kk 分散型コールセンタ・システム、コールセンタ処理装置、オペレータ用処理装置、コールセンタ処理プログラム及びコールセンタ処理プログラムが格納された記憶媒体
JP2012175306A (ja) * 2011-02-18 2012-09-10 Murata Mach Ltd 中継通信システム

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003087411A (ja) * 2001-09-10 2003-03-20 Infosite:Kk 分散型コールセンタ・システム、コールセンタ処理装置、オペレータ用処理装置、コールセンタ処理プログラム及びコールセンタ処理プログラムが格納された記憶媒体
JP2012175306A (ja) * 2011-02-18 2012-09-10 Murata Mach Ltd 中継通信システム

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