JP2004282154A - Terminal with telephone operator monitoring function - Google Patents

Abstract

An object of the present invention is to facilitate the monitoring of an operator who performs a telephone receiving operation, and to improve the operation efficiency by automatically changing the state of the operator.
The present invention relates to a headset state sensor provided on a headset used by a telephone operator and detecting a state of the headset, and a headset state sensor detected by the sensor. An operator status determination function 32 for determining an operator status from status information; an operator status transmission function 31 for transmitting operator status information determined by the operator status determination function 32 to the operator status management server 14; And a telephone function 30 capable of responding to callers.
[Selection diagram] FIG.

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a terminal device with a telephone operator monitoring function for monitoring an operator who performs a telephone reception business such as a call center and improving operator business efficiency.
[0002]
[Prior art]
In the call center business, it is important to manage the state information of the operator such as waiting, responding, processing paperwork, or leaving the desk. Heretofore, for example, when the operator leaves the terminal, it has been necessary for the operator to change the seating information of the terminal to a state of leaving the terminal.
[0003]
Non-Patent Document 1 is a conventional prior art document.
[0004]
[Non-patent document 1]
Motoaki Ishii et al., "Development of Distributed Internet Call Center System (DICCS) Using Internet Telephone", in Intec Inc. website (Company Profile-Publications-Technical Report 33 (Vol. 52 Oct 1998)) http: // www. . intec. co. jp / cov / tech_pdf / 33. pdf.
[0005]
[Problems to be solved by the invention]
In the call center business, there is a need for a home-based operator who performs the business of the operator at home. Considering the call center operation by the home operator, how the call center operator manages the remote operator is a problem. At-home operators often work at home for special reasons. For example, they also serve as childcare. In this example, it is considered that there is a situation in which the child suddenly leaves the seat without having time to manually change the seating information of the terminal to the state of leaving the seat when the infant starts crying. At this time, a situation occurs in which the operator is not actually seated, even though the state of the operator that the call center operator knows is waiting. Such a problem exists when managing the home operator.
[0006]
The present invention has been made in view of the above circumstances, and makes it possible to easily monitor an operator who performs a telephone reception operation, and when the user suddenly takes a seat, the state of the operator without manually changing the state. It is an object of the present invention to provide a terminal device with a telephone operator monitoring function that improves the work efficiency by automatically performing the change.
[0007]
[Means for Solving the Problems]
In order to achieve the above object, a terminal device with a telephone operator monitoring function of the present invention includes a headset provided with a microphone and a speaker and used by a telephone operator, and a state of the headset provided in the headset. A headset state sensor for detecting the state of the headset, an operator state determination unit for determining an operator state from the headset state information detected by the headset state sensor, and an operator state determined by the operator state determination unit An operator status transmitting means for transmitting information to an operator status management server; and voice communication means using the headset capable of responding to a person who calls a call center. .
[0008]
Further, a terminal device with a telephone operator monitoring function of the present invention includes a headset provided with a microphone and a speaker, which is used by a telephone operator, an operator biological information sensor provided in the headset for sensing biological information of the operator, Operator status determining means for determining the status of the operator from the biological information of the operator sensed by the information sensing sensor; and operator status transmitting means for transmitting the status information of the operator determined by the operator status determining means to an operator status management server. Voice communication means using the headset capable of responding to a person who calls a call center.
[0009]
When performing a telephone operator task, the operator wears a headset having a microphone and a speaker. When the operator detaches the headset and it becomes clear that the operator's status has changed, a sensor provided in the headset senses this and transmits the information to the terminal, and the terminal device automatically operates. The information is transmitted to the operator status management server so as to change the status of the operator (for example, to change to the unattended state).
[0010]
There are two types of sensors provided in the headset.
[0011]
One is a sensor that senses the state of the headset itself. A sensor that detects the state of the headset (for example, a change in the angle of the headset, a change in tightening force, etc.) is incorporated in the headset, and the sensor that senses this can determine whether the headset is worn or not. The other is a sensor that senses biological information of the operator. A sensor (for example, pulse, skin temperature, body temperature, etc.) for sensing the biological information of the operator is incorporated in the headset, and it can be determined whether or not the sensor is worn by the sensor that senses the sensor.
[0012]
It should be noted that the above-mentioned means may be added with an operator state changing means which is normally manually operated.
[0013]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
[0014]
[First Embodiment]
FIG. 1 is an explanatory diagram showing a system configuration in the case of a telephone according to an embodiment of the present invention.
[0015]
As shown in FIG. 1, an existing telephone network 10, a gateway device 11 for changing an audio signal of an existing telephone into an audio packet, an existing IP network 12, a distribution server 13 for distributing a call to an operator, and a state of each operator. An operator status management server 14, a terminal PC 15 for displaying information necessary for performing call center operator operations on a screen, a headset 16 connected to the terminal PC 15 and used by a telephone operator, and a telephone set 17 used by a call center user The system is composed of a network configuration consisting of In the figure, 1 is a call center user and 2 is an operator. That is, the telephone 17 is connected to the telephone network 10, and the telephone network 10 is connected to the IP network 12 via the gateway device 11. The distribution server 13, the operator status management server 14, and the terminal PC 15 are connected to the IP network 12.
[0016]
FIG. 2 is a configuration explanatory diagram showing a system configuration in the case of an IP telephone according to the embodiment of the present invention.
[0017]
As shown in FIG. 2, an existing IP network 12, a distribution server 13 for distributing calls to operators, an operator status management server 14 for managing the status of each operator, and a screen for displaying information necessary for performing operator work of a call center. The system is composed of a network configuration comprising a terminal PC 15 displayed on the terminal PC 15, a headset 16 connected to the terminal PC 15 and used by a telephone operator, and an IP telephone 18 used by a call center user. In the figure, 1 is a call center user and 2 is an operator. That is, the IP telephone 18 is connected to the IP network 12, and the distribution server 13, the operator status management server 14, and the terminal PC 15 are connected to the IP network 12.
[0018]
FIG. 3 is a configuration explanatory view showing a terminal PC and a headset according to the embodiment of the present invention.
[0019]
As shown in FIG. 3, the terminal PC 15 and the headset 16 are connected by a cable 22. The headset 16 is placed in a headset body made of an elastic body curved so as to be mountable on the head of the telephone operator, in any state of the headset (for example, a change in the angle of the headset, a change in the tightening force, etc.). A headset state sensor 21 is provided for detecting whether or not the headset is turned on. Speakers 25 are provided at both ends of the headset main body for transmitting the voice of a call center user. Microphones (microphones) 24 for picking up the operator's voice project from the speaker 25 at the headset main body. Provided.
[0020]
The terminal PC 15 has voice communication means capable of responding to a person who calls the call center via the headset 16, an IP telephone function 30 for realizing a telephone function on an IP network, a headset state sensing A headset status receiving function 33 for receiving headset status information from the sensor 21; an operator status determining function 32 for determining an operator status from the headset status information received by the headset status receiving function 33; It comprises an operator status transmission function 31 for transmitting the status information of the operator determined by the determination function 32 to the operator status management server 14, and a connector 34 for connecting to the cable 22 connected to the headset.
[0021]
FIG. 5 is an explanatory diagram showing a basic sequence in the case of a telephone according to the embodiment of the present invention. As a basic routing example, a method in which a call is routed from a call center user 1 to an operator 2 in the network configuration of FIG. 1 will be described. As shown in FIG. 5, first, the call center user 1 uses the telephone 17 to call the call center (100). In the telephone network 10, routing is performed to the gateway device 11 associated with the telephone number called by the call center user 1. The gateway device 11 converts the voice into an IP packet and routes it to the distribution server 13 corresponding to the telephone number called by the call center user 1 via the IP network 12 (101). The distribution server 13 inquires of the operator status management server 14 who can handle the call center (102). The operator status management server 14 returns to the distribution server 13 an operator who is ready to accept telephone calls in the operator's state (103), and the distribution server 13 returns a distribution destination to the gateway device 11 (104). ). After that, the gateway device 11 sends the destination of the voice packet to the PC terminal 15 of the operator 2 (105), and the communication state is established (106).
[0022]
FIG. 6 is an explanatory diagram showing a sequence for notifying the operator status management server of a status change detected by the headset according to the embodiment of the present invention.
[0023]
A feature of the embodiment of the present invention is that the PC terminal 15 and the headset 16 including the headset state sensor 21 cooperate with the operator state management server 14. As shown in FIG. 6, when the operator 2 wears the headset 16 (200), the headset state sensor 21 detects a state change (201) and transmits the information to the terminal PC 15 (202). The operator status determination function 32 provided in the terminal PC 15 determines the status of the operator (203), and transmits a determination result, for example, change instruction information to the operator status management server 14 (204). The operator status management server 14 changes the status to, for example, “standby” based on the information of 204 (205). When the operator 2 removes the headset 16 (210), the headset state sensor 21 detects a state change (211) and transmits the information to the terminal PC 15 (212). The operator status determining function 32 provided in the terminal PC 15 determines the status of the operator (213), and transmits a determination result, for example, change instruction information to the operator status management server 14 (214). The operator status management server 14 changes the status to, for example, “working” based on the information in 214.
[0024]
As described above, the state can be changed without the operator manually inputting his / her own state to the PC terminal, and the operator can be monitored based on this information.
[0025]
[Embodiment 2]
The network configuration of the system according to the second embodiment of the present invention is the same as that of FIG. 1 or FIG.
[0026]
FIG. 4 is a configuration explanatory view showing another example of the terminal PC and the headset according to the embodiment of the present invention.
[0027]
As shown in FIG. 4, the terminal PC 15 and the headset 16 are connected by a cable 22. The headset 16 is provided with a speaker 25 for playing a call center user's voice at both ends of a headset body made of an elastic body curved so as to be mountable on the head of a telephone operator. Is provided with an operator biological information sensor 26 for detecting biological information (eg, pulse, skin temperature, body temperature, etc.) of the operator. Further, a microphone 24 for picking up the voice of the operator is provided on the headset body so as to protrude from a speaker 25.
[0028]
The terminal PC 15 has voice communication means capable of responding to a person who calls a call center via the headset 16, an IP telephone function 30 for realizing a telephone function on an IP network, the operator biometric information An operator biological information receiving function 35 for receiving biological information typified by the operator's body temperature and pulse from the sensing sensor 26, and an operator state for determining the operator's state from the operator's biological information received by the operator biological information receiving function 35 A determination function 32, an operator status transmission function 31 for transmitting the status information of the operator determined by the operator status determination function 32 to the operator status management server, and a connector 34 for connection to the cable 22 connected to the headset. You.
[0029]
A feature of the embodiment of the present invention is that the headset 16 including the terminal PC 15 and the operator biometric information sensor 26 cooperates with the operator status management server 14. As shown in FIG. 6, when the operator 2 wears the headset 16 (200), the operator biological information sensor 26 senses biological information such as the body temperature and pulse of the operator 2 to detect the state of the headset 16. The change is sensed (201) and the information is transmitted to the terminal PC 15 (202). The operator status determination function 32 provided in the PC terminal determines the status of the operator (203), and transmits a determination result, for example, change instruction information to the operator status management server 14 (204). The operator status management server 14 changes the status to, for example, “standby” based on the information of 204 (205). When the operator removes the headset 16 (210), the operator's biological information sensor 26 detects biological information such as the body temperature and pulse of the operator 2 to detect a change in the state of the headset 16 (211). Then, the information is transmitted to the terminal PC 15 (212). The operator status determining function 32 provided in the terminal PC determines the status of the operator (213), and transmits a determination result, for example, change instruction information to the operator status management server 14 (214). The operator status management server 14 changes the status to, for example, “working” based on the information in 214.
[0030]
As described above, the state can be changed without the operator manually inputting his / her own state to the terminal PC, and the operator can be monitored based on this information.
[0031]
【The invention's effect】
As described above, according to the present invention, it is possible to easily monitor an operator who performs a telephone reception operation, and to automatically change an operator's state without manually changing the state when the user suddenly stands. In this case, the work efficiency can be improved.
[Brief description of the drawings]
FIG. 1 is a configuration explanatory diagram showing a system configuration in the case of a telephone according to an embodiment of the present invention.
FIG. 2 is a configuration explanatory diagram showing a system configuration in the case of an IP telephone according to an embodiment of the present invention.
FIG. 3 is a configuration explanatory diagram showing a terminal PC and a headset according to the embodiment of the present invention.
FIG. 4 is a configuration explanatory view showing another example of the terminal PC and the headset according to the embodiment of the present invention.
FIG. 5 is an explanatory diagram showing a basic sequence in the case of a telephone according to the embodiment of the present invention.
FIG. 6 is an explanatory diagram showing a sequence of notifying a status change detected by the headset to the operator status management server according to the embodiment of the present invention.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Telephone network, 11 ... Gateway device, 12 ... IP network, 13 ... Distribution server, 14 ... Operator status management server, 15 ... Terminal PC, 16 ... Headset, 17 ... Telephone used by call center user, 18 ... IP Telephone, 21: Headset state sensor, 22: Cable, 24: Microphone, 25: Speaker, 26: Operator biometric information sensor, 30: IP telephone function, 31: Operator state transmission function, 32: Operator state judgment function, 33: headset status receiving function; 34: connector; 35: operator biological information receiving function.

Claims (2)

A headset with a microphone and speakers for use by a telephone operator;
A headset state sensor provided in the headset and detecting a state of the headset,
Operator state determining means for determining the state of the operator from the state information of the headset sensed by the headset state sensor,
An operator status transmitting unit for transmitting status information of the operator determined by the operator status determining unit to an operator status management server;
A terminal device with a telephone operator monitoring function, comprising: a voice communication unit using the headset capable of responding to a person who calls a call center. A headset with a microphone and speakers for use by a telephone operator;
An operator biometric information sensor provided in the headset for sensing biometric information of an operator,
An operator state determining unit that determines the state of the operator from the biological information of the operator sensed by the operator biological information sensing sensor,
An operator status transmitting unit for transmitting status information of the operator determined by the operator status determining unit to an operator status management server;
A terminal device with a telephone operator monitoring function, comprising: a voice communication unit using the headset capable of responding to a person who calls a call center.

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