JP2004056308A - Transfer equipment between bases - Google Patents

Abstract

An object of the present invention is to enable simultaneous transfer of data and a call by using a function of a CTI server without restricting other lines.
An exchange is connected to an arbitrary first line to enable voice call transfer, while a CTI server is connected to a second line such as a LAN to enable data transfer. When the data is transferred, the transfer destination CTI server 3B stores the data and reserves one of the transfer primary reception terminal groups 5. The reservation result is notified to the transfer source CTI server 3A. Thereafter, when the call is transferred to the transfer primary terminal, the transfer destination CTI server 3B associates the stored data with the transfer call.
[Selection diagram] Fig. 1

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an inter-site transfer device, and more particularly to an inter-site transfer device capable of transferring a call and data between sites having a CTI server without adding new equipment.
[0002]
[Prior art]
Conventionally, when trying to transfer a call and data simultaneously, it is common to use a line such as ISDN. This is because the ISDN line has a channel that can transfer information having different forms such as a call and data.
[0003]
[Problems to be solved by the invention]
Lines connecting a plurality of bases, such as a plurality of offices, are often not unified. In particular, since an ISDN line is not always provided between bases, it is often impossible to simultaneously transfer calls and data between bases using the ISDN line. Also, it may not be easy in terms of time and economy to newly install an ISDN line. Therefore, a system that can simultaneously transfer a call and data regardless of the type of line is desired.
[0004]
The present invention has been made in view of the above circumstances, and has as its object to provide an inter-site transfer apparatus capable of simultaneously transferring a call and data regardless of the type of line.
[0005]
[Means for Solving the Problems]
The present invention for solving the above problems and achieving the object includes an exchange, a CTI server connected to the exchange, a telephone connected to the exchange, and a telephone connected to the CTI server and paired with the telephone. And a data transfer system for connecting the CTI servers and a first line capable of voice communication for connecting the exchanges with each other. A second line, data transfer means for transferring data from the source site to the destination site using the second line, and a voice call from the source site to the destination site using the first line Call transfer means for transferring the data, the transfer destination CTI server associates the transfer data with the voice call, connects the voice call to the transfer destination telephone, and transfers the data to the transfer destination computer. There is a first feature in that the configuration is such that the data is output to
[0006]
Also, the present invention provides a transfer primary receiving terminal for temporarily receiving data transfer at a transfer destination, and a CTI server of the transfer destination holds the transferred data, and reserves the transfer primary receiving terminal. And a means for notifying the CTI server of the transfer source of the reserved transfer primary reception terminal, and when the transfer of the voice call from the transfer source to the reserved transfer primary reception terminal is performed, the CTI of the transfer destination is received. A second feature is that the server associates the held data with a voice call using the number of the transfer primary reception terminal as a key.
[0007]
According to the first and second features, the data transferred between the CTI servers using the second line and the voice call transferred between the exchanges using the first line are exchanged by the function of the CTI server. Can be associated. In particular, according to the second feature, after the transfer primary reception terminal of the transfer destination is reserved, a transfer call (voice call) arriving at the transfer primary reception terminal becomes a caller number or the like unique to the transfer primary reception terminal. Is used as a key and associated with separately transmitted data.
[0008]
Further, according to the present invention, the base is a distributed call center, the transferred voice call is an external line call from a customer accepted by a telephone at a transfer source base, and the transferred data is data of the customer database. There is a third feature in one point.
[0009]
According to the third feature, the transfer destination not only accepts the voice call of the customer, but also the data of the customer is transferred at the same time, and the two are associated with each other. Therefore, even if a call is transferred from a site where a call is first received from a customer to another site, related data can be transferred together, so that a smooth service can be provided to the customer.
[0010]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, the present invention will be described in detail with reference to the drawings. FIG. 2 is a hardware configuration diagram showing a system of a call center, that is, a system of a base that performs customer contact service by telephone. In FIG. 1, a plurality of telephones 2 are connected to an exchange 1, and a plurality of computers 4 are connected to a CTI server 3 through a LAN (here, the same number of telephones). The telephone 2 and the computer 4 have a one-to-one correspondence, and the exchange 1 and the CTI server 3 form a CTI link connected by RS232C, LAN, or a unique network. In this configuration, an event occurring on the telephone 2 is recognized by the computer 4 paired with the telephone 2 via the exchange 1 and the CTI server 3, and the computer 4 receives the telephone via the CTI server 3 and the exchange 1 2 control.
[0011]
FIG. 3 is a block diagram showing details of the system of FIG. The CTI server 3 is managed by an OS 31, and the OS 31 is connected to a LAN via a LAN card 32. The OS 31 is connected to the exchange 1 via a CTI link driver 33 and CTI link hardware 34. The CTI server 3, OS 31, LAN card 32, CTI link driver 33, and CTI link hardware 34 constitute a server computer.
[0012]
On the other hand, the computer (client computer) 4 includes a CTI application 41, a CTI client API 42, an OS 43, and a LAN card 44, and is connected to the LAN via the LAN card 44.
[0013]
The CTI server 3 communicates with the exchange 1 via the CTI link driver 33 and the CTI link hardware 34, and communicates with the CTI client API 42 on the computer 4 using the network function of the OS 31.
[0014]
The CTI server 3 controls the exchange 1 by a telephone control command from the computer 4, and realizes various functions such as calling, answering, holding, transferring, conference, and changing the telephone state. In addition, the CTI server 3 reports each event of the telephone 2 (the outgoing and incoming telephone calls, the answering of the telephone, the hold of the call, the transfer, the conference of the call, the change of the state, the change of the state of the switch itself, etc.) occurring in the exchange 1. It also has a function of notifying the computer 4 of distribution.
[0015]
In addition, the CTI client API 42 of the computer 4 sends the following functions to the CTI application 41, that is, outgoing call, answer, hold, transfer, conference, telephone state change, etc. as telephone control functions, and telephone event notification function. It provides outgoing calls, incoming calls to telephones, answering telephones, holding telephone calls, transferring telephone calls, conferencing by telephone calls, changing the state of the telephone, changing the state of the exchange itself, and the like.
[0016]
FIG. 1 is a block diagram showing an example of a call center system capable of simultaneously transferring a call and data. The same reference numerals as those in FIGS. 2 and 3 denote the same or equivalent parts. In the present embodiment, the above system is arranged at each site of the distributed call center, and the CTI servers 3 (3A, 3B) at each site are connected by a TCP / IP based network, for example, a LAN or WAN. The exchanges 1A and 1B at the two bases A and B are connected by analog, digital, or dedicated lines to enable voice communication. In this example, it is assumed that base A is a transfer source and base B is a transfer destination. The transfer source terminal 2A is connected to the exchange 1A, and the transfer destination terminal 2B is connected to the exchange 1B. Computers 4A and 4B that are paired with terminals 2A and 2B are connected to CTI servers 3A and 3B, respectively. Further, at the transfer destination B, a transfer primary reception terminal group 5 including a plurality of telephones is connected to the exchange 1B.
[0017]
In the above call center system, the transfer source A and the transfer destination B hold customer databases. The customer database may be held as a common database for each site, or the database may be individually owned for each site. When an incoming call is received from the customer at the transfer source A, the customer data is transferred to the transfer destination B together with the incoming call. As a result, the transfer destination B can respond to the customer by telephone, that is, the transfer destination terminal 2B, while having the same information as the transfer source A regarding the customer.
[0018]
Hereinafter, call and data transfer will be described with reference to a sequence diagram. FIG. 4 is a sequence diagram of the initial state. The exchange 1A of the transfer source A distributes the incoming call from the customer to the transfer source terminal 2A, and the customer and the transfer source terminal 2A are on an outside line call. In this initial state, the primary transfer receiving terminal group 5 and the destination terminal 2B connected to the exchange 1B of the destination B are not used. The transfer source A and the transfer destination B are provided with storage devices 6A and 6B for holding data necessary for transfer between bases (transfer data between bases).
[0019]
FIG. 5 is a sequence diagram related to data transfer. In FIG. 5, the CTI server 3A of the transfer source A transmits an inter-site transfer request TREQ to the CTI server 3B of the transfer destination B via the LAN. The inter-site transfer request TREQ has the number and data of the transfer destination terminal 2B as transfer parameters. The data as the transfer parameter is a database key or index for the customer. However, the data to be transferred is not limited to this, and data other than audio information such as characters and images can be transferred.
[0020]
When the inter-site transfer request TREQ arrives via the LAN, the CTI server 3B of the transfer destination B refers to the state data of the transfer primary reception terminal group 5 from the inter-site transfer data in the storage device 6B, and performs the primary transfer not being used. The terminal of the terminal group 5 is reserved. When this reservation is made, the reservation flag of the reserved transfer primary reception terminal in the inter-base transfer data is set.
[0021]
The CTI server 3B of the transfer destination B stores, in the CTI server 3B, the transfer destination terminal number and the data, which are the transfer parameters included in the inter-base transfer request TREQ. The CTI server 3B of the transfer destination B transmits a response ACK indicating the result to the transfer request TREQ between the sites to the transfer source CTI server 3A. The response ACK includes a signal OK indicating a good reception result and a reserved transfer primary reception terminal number.
[0022]
FIG. 6 shows a data format of inter-base transfer data stored in the storage devices 6A and 6B. Data differs between the transfer source and the transfer destination. FIG. 6A shows the data format of the transfer source, and FIG. 6B shows the data format of the transfer destination. The entire data is called a table, one unit of data on the table is called a record, and elements in the record are called elements.
[0023]
In FIG. 6A, in the record of the transfer source A, the primary reception terminal number of the transfer destination and the transmission number for the terminal are stored as elements.
[0024]
Further, in FIG. 6B, the record of the transfer destination B stores the primary reception terminal number and the reservation flag of the primary reception terminal as elements. If this reservation flag is set, the corresponding primary reception terminal is in use.
[0025]
FIG. 7 is a sequence diagram relating to call transfer. In FIG. 7, the CTI server 3A of the transfer source A searches for inter-base transfer data in the storage device 6A of the transfer source A by using the transfer primary reception terminal number obtained by the response ACK as a key, and determines the corresponding transmission number. (See FIG. 6A). The CTI server 3A of the transfer source A issues a transfer request to the exchange 1A using the search number obtained as a parameter as a parameter. The exchange 1A transmits a call between the customer and the transfer source terminal 2A to the transfer destination B exchange 1B in response to the transfer request. The exchange 1B transfers the call to the corresponding terminal in the transfer primary reception terminal group 5 according to the calling number.
[0026]
FIG. 8 is a sequence diagram for associating a call with data at a transfer destination. In FIG. 8, when a call arrives at the primary transfer receiving terminal group 5, the CTI server 3 B of the transfer destination B associates the transferred call with the stored transfer data. Next, the CTI server 3B requests the exchange 1B to change the destination to the transfer destination terminal 2B. In response to this request, the exchange 1B changes the destination from the telephone set of the primary transfer reception terminal group 5 to the transfer destination terminal 2B.
[0027]
When the call and the data are associated, the CTI server 3B releases the reservation of the transfer primary reception terminal 5. The CTI server 3B of the transfer destination B transmits a response ACK2 having result information as a parameter to the CTI server 3A of the transfer source A.
[0028]
With the above processing, the customer is in a state of calling the transfer destination terminal 2B. The call and the data are associated with each other, and the incoming call to the transfer primary reception terminal is changed to the transfer destination terminal 2B, so that the call is switched to the transfer destination terminal of the transfer destination B, and the call corresponding to the transfer destination terminal 2B is handled. The computer 4B can read the data relating to the customer from the database based on the transferred key or index, so that it is possible to carry out the customer service window with the same information as the transfer source A.
[0029]
FIG. 9 is a functional block diagram of a main part of the transfer source CTI server. In FIG. 1, a data transfer request unit 10 transmits a data transfer request between bases to a CTI server 3B of a transfer destination B according to an instruction of a transfer source operator. The transfer request between bases includes a transfer destination terminal number and data. The response receiving unit 11 receives the transfer primary reception terminal number reserved at the transmission destination in response to the inter-base transfer request. The transmission number acquisition unit 12 searches the storage device 6A based on the transfer primary reception terminal number, and obtains a transmission number corresponding to the transfer primary reception terminal number. The call transfer requesting unit 13 makes a call transfer request to the exchange 1A based on the acquired calling number.
[0030]
FIG. 10 is a functional block diagram of a main part of the transfer destination CTI server. In the figure, a data transfer request receiving unit 14 receives a transfer request between bases from a transfer source A, and stores a transfer destination terminal number and data in a temporary storage unit 15. Upon receiving the inter-base transfer request, the reception terminal reservation unit 16 searches the inter-base transfer data in the storage device 6B to see if the transfer primary reception terminal group 5 is vacant, and reserves a vacant terminal. By reserving the transfer primary reception terminal, when a call to this terminal is received, it can be associated with the data received and stored first.
[0031]
The reservation terminal notifying unit 17 notifies the CTI server 3A of the transfer source A of the number of the reserved transfer primary reception terminal. When receiving the transfer call from the transfer source A, the call transfer reception unit 18 activates the transmission number confirmation unit 19 to confirm the presence or absence of the transmission number included in the transfer call, and if there is a transmission number, it is stored. The calling number is supplied to the associating unit 20 for associating with the data. The associating unit 20 associates the data stored in the primary storage unit 15 with the transferred call. The exchange 1B connects the transfer call to the terminal 2B of the transfer destination terminal number stored in the temporary storage unit 15. The data stored in the temporary storage unit 15 is transferred to the computer 4B.
[0032]
In the above embodiment, the present invention is applied to the call center system. However, the present invention is not limited to the call center system, and can be applied to an application in which a call and data related to the call are transferred to a predetermined transfer destination during an external call, and the call and data are used in association with the transfer destination. .
[0033]
The association between the call and the data is such that the primary transfer receiving terminal is reserved at the time of data reception and the transfer primary receiving terminal is associated with the transfer call, but the association between the call and the data is as follows. Not only means, but also the function of the exchange that sorts calls by the caller number, dial-in number, ISDN subaddress, leased line incoming number at the time of the incoming call, etc. May be associated with.
[0034]
【The invention's effect】
As is apparent from the above description, according to the inventions of claims 1 to 3, a voice call and data are transferred between a plurality of bases using different lines, and are associated with the voice call at the transfer destination. Data is available.
[0035]
In particular, since data can be transferred using a line such as a LAN connecting the CTI servers, any type of line that can transfer only voice may be connected between the exchanges. In particular, the type of line is often set arbitrarily between the exchanges. Even in such a case, if the CTI servers can be connected via a LAN or the like, data and voice communication can be transferred simultaneously.
[0036]
According to the third feature, in a distributed call center having a plurality of bases, an external telephone call from a customer received at any base can be easily transferred to another base, and the data of the customer can be easily associated with a good call. Services can be provided.
[Brief description of the drawings]
FIG. 1 is a block diagram illustrating an example of a call center system according to a first embodiment of the present invention.
FIG. 2 is a diagram showing hardware at a base.
FIG. 3 is a block diagram showing software of a CTI server and a computer of FIG. 2;
FIG. 4 is a sequence diagram of an initial state regarding transfer of a call and data.
FIG. 5 is a sequence diagram related to data transfer.
FIG. 6 is a diagram showing a data format of data for transfer between sites.
FIG. 7 is a sequence diagram related to call transfer.
FIG. 8 is a sequence diagram of associating a call with data at a transfer destination.
FIG. 9 is a functional block diagram of a main part of a transfer source CTI server.
FIG. 10 is a functional block diagram of a main part of a transfer destination CTI server.
[Explanation of symbols]
1, 1A, 1B: exchange, 2, 2A, 2B: telephone (transfer destination terminal), 3, 3A, 3B: CTI server, 4: computer, 5: primary transfer reception terminal group, 6A, 6B: transfer between bases Data storage device

Claims (3)

Transferring calls and data between a plurality of bases having an exchange, a CTI server connected to the exchange, a telephone connected to the exchange, and a computer connected to the CTI server and paired with the telephone. Transfer equipment between bases,
A first line capable of voice communication connecting the exchanges,
A second line capable of data communication connecting the CTI servers to each other;
Data transfer means for transferring data from the source site to the destination site using the second line;
Call transfer means for transferring a voice call from a transfer source site to a transfer destination site using the first line,
A transfer destination CTI server configured to associate the transfer data with a voice call, connect the voice call to a transfer destination telephone, and output the data to a transfer destination computer; . A transfer primary reception terminal that temporarily receives data transfer is provided at the transfer destination,
A transfer destination CTI server, comprising: means for retaining the transferred data; means for reserving the transfer primary reception terminal; and means for notifying the transfer source CTI server of the reserved transfer primary reception terminal,
When the voice call is transferred from the transfer source to the reserved transfer primary reception terminal, the transfer destination CTI server transmits the held data and the voice call using the transfer primary reception terminal number as a key. 2. The inter-site transfer device according to claim 1, wherein The base is a distributed call center, the transferred voice call is an external line call from a customer accepted by a telephone of the transfer source base, and the transferred data is data of the customer database. The inter-site transfer device according to claim 1 or 2.

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