JP2005318055A - Call center server, operator terminal and computer program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center server, an operator terminal and a computer program which can facilitate making a call reservation, arriving at the same operator when the same customer calls again and have high convenience. <P>SOLUTION: The call center system is provided with a plurality of extension telephone sets 3, with the operator terminals 4 provided so as to be paired with each of them; an exchange 2 for forming a communication path between an external line 8 and the telephone sets 3 to cause a call from the external line 8 to the telephone set 3; and an extension line control means for storing communication reservation call information, associated with the extension telephone set 3 selected for a call from the external line 8, as a communication reservation destination by the operator terminal 4 to be paired with the extension telephone set 3 having received a call from the extension line 8, and notifies the exchange 2, to cause the extension telephone set 3 associated as the communication reservation destination, when the call from the external line 8 associated with the communication reservation call information arrives at the exchange 2. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a call center server, an operator terminal, and a computer program that are used in a call center system that assigns incoming calls to a plurality of operators.

  In the call center, operators who have technical knowledge to receive product orders, inquiries, and complaints from customers, and operators who are in charge of handling complaints respond to telephone calls.

  An operator who handles a customer at a call center may know that the customer calls again after handling the customer's inquiry and disconnecting the phone. For example, this may be the case when an operator requests confirmation of operation from a customer who has made a phone call because a product has broken down at a call center that is a technical inquiry, and waits for the result. However, since there are many operators in the call center, it is impossible to know where the call from this customer arrives. When a call from a customer arrives at an operator different from the previous one, the customer needs to talk about the circumstances up to the previous time. Although it is conceivable to share a database relating to the contents of an inquiry among operators and refer to the operator who made a previous call from the database and transfer it, it is troublesome to transfer it each time.

  Therefore, a communication device described in (Patent Document 1) has been proposed as one that can be easily transferred without requiring a manpower and without taking time.

When a communication device described in (Patent Document 1) receives an incoming call to an ISDN (Integrated Services Digital Network), the caller number notification information of the caller and the extension number of the caller and the high call frequency are stored in the storage unit. It is memorized, and when there is an incoming call from the calling party number again, it is transferred to the extension number that is finally in a call state.
JP-A-5-327902

  However, in the communication device described in (Patent Document 1), the caller number information of the caller is automatically transferred to an extension number having a high call frequency with the caller. However, even if it is necessary to call the same caller next time, it is assumed that the call is automatically transferred to the extension number of another operator.

  Accordingly, an object of the present invention is to provide a highly convenient call center system capable of easily making a call reservation for receiving an incoming call to an appropriate operator when a call is received from the same customer again.

The call center server of the present invention forms a communication path between an operator terminal installed in each of a plurality of extension telephones and a pair of an external line and the plurality of extension telephones, and receives a call from the external line to the extension telephone. In a call center server connected to an exchange, a call associated with an extension telephone selected for a call from the outside line as a call reservation destination by an operator terminal paired with the extension telephone that received the call from the outside line Call reservation control means for storing reserved call information in the storage means, and when a call from an external line associated with the call reservation call information arrives at the exchange, the call is made to the extension telephone associated as the call reservation destination And an incoming call request means for notifying the exchange.

  The operator terminal according to the present invention also includes an exchange for forming a call path between an external line and a plurality of extension telephones to receive a call from the external line to the extension telephone, and an extension telephone selected for the call from the external line Call reservation control means for storing call reservation call information associated with the call reservation destination in the storage means, and when a call from an external line associated with the call reservation call information arrives at the exchange, the call reservation destination An operator terminal connected to each of the plurality of extension telephones and paired with a call center server provided with an incoming call requesting means for notifying the exchange to make an incoming call to the associated extension telephone. A call reservation hand that makes call reservation call information by associating an extension telephone that has received a call from the external line as a call reservation destination with a call from an external line that has arrived at the extension telephone. When, characterized by comprising a notification means for transmitting the call reservation call information to the call center server.

  Further, the computer program of the present invention forms a communication path between an operator terminal installed in a pair with each of a plurality of extension telephones, an external line and the plurality of extension telephones, and calls from the external line to the extension telephones. The computer connected to the exchange to be received by the operator terminal paired with the extension telephone that received the call from the outside line, the call reservation destination of the extension telephone that received the call from the outside line in response to the call from the outside line Call reservation control means for storing call reservation call information associated with the storage means, and when a call from an external line associated with the call reservation call information arrives at the exchange, it is associated as the call reservation destination. It is made to function as an incoming call requesting means for notifying the exchange to make an incoming call to the extension telephone.

  As described above, according to the present invention, a call in which one of a plurality of extension telephones is associated as a call reservation destination for a call from the external line by an operator terminal that is paired with the extension telephone that has received the call from the external line. Call reservation control means for storing reserved call information in a storage means, and when a call from an external line associated with the call reservation call information is received, the exchange is notified to receive an incoming call to an extension telephone associated as a call reservation destination And the incoming call requesting means, the call from the external line associated with the call reservation call information can be received at the extension telephone set as the call reservation destination when the call arrives at the exchange again. When an incoming call is received, it can be easily received at an extension telephone used by the same operator, and a highly convenient call center system can be obtained.

  In order to solve the above-mentioned problems, a first invention is to provide a call path between an operator terminal installed in a pair with each of a plurality of extension telephones, and an external line and a plurality of extension telephones, to make a call from the outside line. In a call center server connected to an exchange for receiving an extension telephone, the extension telephone selected for the call from the external line as a call reservation destination by the operator terminal paired with the extension telephone that received the call from the external line Call reservation control means for storing the associated call reservation call information in the storage means, and when a call from an external line associated with the call reservation call information arrives at the exchange, to the extension telephone associated as the call reservation destination Incoming call requesting means for notifying the exchange to receive a call is provided. It can store the call reservation call information to the storage means. Also, when a call from the outside line associated with the call reservation call information is received again by the incoming call request means, the call from the outside line is sent to the extension telephone set as the call reservation destination used by the operator who made the call reservation. You can make an incoming call.

According to a second aspect of the present invention for solving the above-described problem, the call reservation control means has no incoming call from the external line associated with the call reservation call information, and the call reservation call information is stored in the storage means. When the elapsed time from a predetermined time exceeds a predetermined time, the call reservation call information is excluded from the storage means, and the call reservation control means can add an expiration date to the call reservation. it can.

  According to a third aspect of the present invention for solving the above problems, a call from an external line that cannot be received by an extension telephone is managed as a call waiting for delivery, and a call waiting for delivery is received in the order of arrival every time the extension telephone can be received. If the call from the outside line cannot be received to the extension telephone associated with the call reservation call information, the call is waiting for delivery, and the extension telephone associated with the call reservation call information can receive the call. In this case, a delivery waiting call management means for notifying the incoming call request means to receive this delivery waiting call in preference to other delivery waiting calls is provided. Thus, when a call from an external line reserved for a call arrives, the call can be made to reach the extension telephone paired with the operator terminal reserved for the call in preference to other waiting calls for delivery. That.

  According to a fourth aspect of the invention for solving the above problems, when a call from an external line associated with call reservation call information arrives at an extension telephone that is a call reservation destination, Is provided with a notification means for notifying an incoming call from an external line associated with the call reservation call information, and a call reservation is made to the operator terminal reserved for the call by the notification means. By notifying that a call from the outside line has arrived, it is possible to notify the operator of the arrival of the call from the outside line that has reserved the call.

  According to a fifth aspect of the present invention, there is provided an exchange for forming a communication path between an external line and a plurality of extension telephones so as to receive a call from the external line to the extension telephone, and selecting a call from the external line. Call reservation control means for storing call reservation call information associated with the reserved extension telephone as a call reservation destination in the storage means, and call reservation when an incoming call from the external line associated with the call reservation call information arrives at the exchange An operator terminal that is connected to a call center server having an incoming call requesting means for notifying an exchange to receive an incoming call to an extension telephone set as a destination, and is paired with each of a plurality of extension telephones. Call reservation means for making call reservation call information by associating an extension telephone that has received a call from the external line as a call reservation destination with respect to a call from an external line received at the extension telephone, Notification means for transmitting about call information to the call center server, and call notification call information reserved by the call reservation means can be notified to the call center server by the notification means. .

  A sixth invention made to solve the above problems is a receiving means for receiving an incoming call notification that a call from an external line associated with call reservation call information has been received from a call center server, and a display for displaying the incoming call notification And receiving the notification that the call from the outside line reserved for the call has arrived, and displaying it on the display means to make a call reservation to the operator. An incoming call from an outside line can be notified.

A seventh invention made to solve the above-mentioned problem is that an operator terminal installed in a pair with each of a plurality of extension telephones and a call path between the outside line and the plurality of extension telephones are formed to call from the outside line. The computer connected to the exchange that receives the call to the extension telephone is set as the call reservation destination by the operator terminal that is paired with the extension telephone that receives the call from the outside line and the extension telephone selected for the call from the outside line. Call reservation control means for storing the associated call reservation call information in the storage means, and when a call from an external line associated with the call reservation call information arrives at the exchange, to the extension telephone associated as the call reservation destination This is a computer program that functions as an incoming call requesting means for notifying the exchange to receive an incoming call. Call reservation call information and the call reservation Te can be stored in the storage unit. In addition, when a call from the external line associated with the call reservation call information is received again by the incoming call request means, the call from the external line can be received by the extension telephone set as the call reservation destination.

(Embodiment)
A call center system according to an embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a configuration diagram of a call center system according to an embodiment of the present invention. FIG. 2 is a block diagram of the exchange shown in FIG. FIG. 3 is a configuration diagram of the CCS server of FIG. FIG. 4 is a block diagram of the operator terminal of FIG. 5 and 6 are diagrams for explaining the operation of the call center system of FIG. 7 and 8 are diagrams illustrating the operation of the queue. FIG. 9 is a diagram showing an example of setting contents of the incoming call group setting means. 10 to 12 are diagrams showing display examples of the operator terminal and the CCS server. FIG. 13 is a diagram illustrating a display example of a call log displayed on the operator terminal. FIG. 14 is a diagram showing a display example of a “call reservation window” displayed on the operator terminal. 15 to 18 are diagrams showing display examples of the operator terminal and the CCS server. FIG. 19 is a diagram illustrating a display example when a call is reserved during a call displayed on the operator terminal.

  First, the configuration of a call center system according to an embodiment of the present invention will be described with reference to FIGS. 1 to 4 and FIG. As shown in FIG. 1, the call center system 1 includes an exchange 2, a plurality of extension telephones 3 (3 a to 3 f) arranged in each of the operators, and an operator installed in pairs with each of the extension telephones 3. The terminal 4 (4a-4f) and the CCS server 5 which is a call center server which controls the exchange 2 and the operator terminal 4 are provided.

  The exchange 2 is connected to the extension 9 when a call from the customer-side telephone 6 is received from the external line 8 via a general public network 7 such as a subscriber telephone network or an ISDN (Integrated Services Digital Network) line. Delivered to the extension telephone 3. The exchange 2 is connected to the operator terminal 4 and the CCS server 5 via a network 10 via a hub 11 that is a line concentrator. In addition, when the exchange 2 or the CCS server 5 is installed on a different floor or building from the room where the operator terminal 4 is installed, communication is possible by connecting via a network relay device such as a router. is there.

  The exchange 2 is connected to the CCS server 5 through a control line 12. The control line 12 can use a general-purpose interface. For example, a local area network (LAN) such as USB (Universal Serial Bus) or 100Base-T, RS-232C capable of bidirectional serial communication, a bidirectional parallel interface, or the like can be used. Further, as the information transmission procedure, communication can be performed by a procedure compliant with CSTA (Computer Supported Telecommunications Applications) or another unique procedure. The exchange 2 and the CCS server 5 communicate with each other through the control line 12, but when communicating through the network 10, the control line 12 can be omitted.

  The extension telephones 3 are extension telephones 3a to 3d connected to the extension belonging to the incoming call group 1, and the extension telephones 3c to 3f connected to the extension belonging to the incoming call group 2. The extension telephones 3c and 3d are called the incoming call group 1 and 2 is set in the CCS server 5 so as to belong to both.

  Next, the configuration of the exchange 2 of the call center system of the present embodiment will be described in detail based on FIG. As shown in FIG. 2, the exchange 2 includes a communication path switch 21, a call state notification unit 22, and a call control unit 23. The communication path switch 21 forms a communication path by switching a switch that connects a call path between the external line 8 and the internal line 9, and performs switching based on notification from the call control means 23.

The call state notification means 22 notifies the CCS server 5 of the state when the call state of the communication path switch 21 changes. For example, when a call is received from the outside line 8 to the exchange 2, an incoming call notification is sent.
When the extension telephone 3 arriving from the exchange 2 responds, the CCS server 5 is notified of a response, and when the extension telephone 3 connected via the exchange 2 disconnects the call from the outside line by on-hook, the disconnection notice is notified to the CCS server 5. Further, the call status notification means 22 has a function of detecting an incoming call and a call disconnection from the exchange 2 to the extension telephone 3 and notifying the CCS server 5.

  The call control means 23 receives the call from the CCS server 5 and puts the call of the external line 8 into a call waiting state (waiting for delivery) to any extension telephone 3 or causes the extension telephone 3 designated from the CCS server 5 to receive the call. Control to notify the communication path switch 21.

  Next, the configuration of the CCS server 5 of the call center system according to the embodiment of the present invention will be described with reference to FIG. As shown in FIG. 3, the CCS server 5 includes an extension management unit 51, an extension control unit 52, a queue 53, a call reservation control unit 54, a storage unit 55, a call log storage unit 56, and a notification unit 57. And an incoming call group setting means 58 and a display means 59.

  The extension management means 51 manages each state of a standby state where a call can be received and a call state where a call cannot be received as an extension state from the contents of the incoming notification, response notification or disconnection notification from the exchange 2. This is because, when there is an incoming notification or a response notification from the exchange 2 to the extension telephone 3 in a standby state that is capable of receiving an incoming call, the extension state is set to a call that cannot be received. In addition, when there is a disconnection notification of the extension telephone 3 during a call from the exchange 2, the extension state is set to a standby state where an incoming call can be received.

  Further, the extension management means 51 manages the extension telephone 3 and the operator terminal 4 in association with each other. For example, the extension telephone 3a and the operator terminal 4a, the extension telephone 3b and the operator terminal 4b, the extension telephone 3c and the operator terminal 4c, the extension telephone 3d and the operator terminal 4d, etc. used by the same operator are associated with each other. For this association, 1) the extension management means 51 associates the operator name with the extension number of the extension telephone in advance by an input means (not shown), and 2) the operator name is input from the operator terminal 4 to access the CCS server 5. By performing (login), the extension management means 51 associates the input operator name with the IP address of the operator terminal 4.

  The extension control means 52 determines the destination extension telephone 3 in response to the incoming call notification from the exchange 2, and when the determined extension telephone 3 can receive a call from the extension state of the extension management means 51, The call control means 23 of the exchange 2 is notified to the call control means 23 of the exchange 2 so that the call from the outside line 8 is received by the extension telephone 3 of the destination, and when the call cannot be received, the call control means 23 of the exchange 2 is put on standby for delivery. To notify.

  For example, the incoming call group setting means 58 is referred to from the incoming call notification notified from the exchange 2 to determine the incoming call group and the extension telephone 3 belonging to the incoming call group. As a result, when the call from the external line 8 is addressed to the extension telephone 3a, the extension control means 52 refers to the extension state of the extension telephone 3a of the extension management means 51. If the extension of the extension telephone 3a is in a call state, since the incoming call is impossible, the call control means 23 of the exchange 2 is notified to wait for delivery. On the other hand, if the extension state of the extension telephone 3a is a standby state, the call control means 23 of the exchange 2 is notified so that the extension telephone 3a receives an incoming call to the extension telephone 3a.

Further, the extension control means 52, when a call from the external line 8 associated with call reservation call information described later notified from the operator terminal 4 arrives at the exchange 2, the extension telephone 3 associated as a call reservation destination. It has a function as an incoming request means for notifying the exchange 2 to make an incoming call. Then, the extension control means 52 manages the call from the outside line 8 that cannot be received by the extension telephone 3 as a call waiting for delivery in the queue 53, so that the call waiting for delivery is received in the order of arrival every time the extension telephone 3 becomes available. Notify the exchange 2. When a call from the external line 8 cannot be received at the extension telephone 3 that is the call reservation destination associated with the call reservation call information, the call is waiting for distribution, and the extension telephone 3 at the call reservation destination can receive the call. Also has a function as a delivery waiting call managing means for controlling the delivery waiting call to be received with priority over other delivery waiting calls.

  The queue 53 is stored as a call waiting for delivery by the extension control means 52 when a call from the outside line 8 cannot be received by the extension telephone 3 as the destination. This call waiting for delivery is data for identifying a call from the outside line 8. For example, the caller telephone number of the caller, the customer ID assigned to each customer, and the CCS server 5 when receiving a call are consecutive in the order of arrival. Identification ID etc. which are allocated automatically can be used.

  The call reservation control unit 54 stores the call reservation call information notified by the operator terminal 4 in the storage unit 55. Further, the call reservation control means 54 monitors the elapsed time when the call reservation call information is stored in the storage means 55, and a call from the external line 8 associated with the call reservation call information does not arrive even after the elapsed time has passed. In this case, the call reservation call information is deleted from the storage means 55 to cancel the call reservation. The storage means 55 stores call reservation call information. The call reservation call information is data for identifying a call from the external line 8 for which a call reservation has been made. For example, a caller telephone number of a caller, a customer ID, or an identification ID can be used.

  The call log storage means 56 stores a call log that is a history of calls made by the extension telephone 3. The call log can also include information during a call. When the call from the external line 8 associated with the call reservation call information stored in the queue 53 arrives at the extension telephone 3 that is the call reservation destination, the notification means 57 makes a pair with the extension telephone 3 that is the call reservation destination. A function of notifying the operator terminal 4 of the incoming call from the external line 8 associated with the call reservation call information. The notification unit 57 also has a function of notifying the contents of the call log storage unit 56 in response to a request from the operator terminal 4.

  The incoming call group setting means 58 stores a setting in which the extension telephone numbers are grouped in response to a call from the outside line 8. For example, the telephone number of the outside line (incoming outside line) 8 dialed by the caller, the telephone number of the calling party, and the extension numbers grouped according to the incoming lines of the plurality of outside lines 8 are associated. FIG. 9 shows an example of the setting contents of the incoming call group corresponding to the telephone number of the outside line dialed by the caller.

  As shown in FIG. 9, since the external line “092-111-1111” is an incoming call to the incoming call group 1, any one of the extension numbers “10” to “13” assigned to the extension telephones 3a to 3d Receive an incoming call. Also, the external line “092-111-1112” is an incoming call to the incoming call group 2 and is received by any of the extension numbers “12” to “15” assigned to the extension telephones 3c to 3f. In this case, since the extension telephone 3c and the extension telephone 3d belong to both the incoming call groups 1 and 2, if they are in a standby state where an incoming call can be made, the external line "092-111-1111" or the external line "092-111" The call from the customer who has received "-1112" will be received by the extension telephone 3c or the extension telephone 3d.

  Although not shown, a manager terminal is connected to the CCS server 5, and the manager terminal receives notification of the extension state of the extension telephone 3 and the contents of the queue 53 from the CCS server. Then, the display means of the manager terminal displays the extension state of each extension telephone 3 and the contents of the queue 53 in a hierarchical manner with the higher hierarchy as the incoming call group and the lower hierarchy as an operator belonging to the incoming call group.

As shown in FIG. 4, the operator terminal 4 includes a call reservation unit 41, a notification unit 42, and a display unit 43. The call reservation means 41 requests a call log from a pair of extension telephones 3, for example, the CCS server 5, selects a call from the external line 8 to be reserved for call from the call log, and calls the extension telephone 3a. It has a function of making call reservation call information associated with the reservation destination. This is done by an input means such as a caller telephone number to be reserved for a call from a call log displayed on the display means 43 by GUI (Graphical User Interface), a customer ID, or an identification ID, such as a mouse or a keyboard (not shown). This is done by selecting and setting in the newly displayed “call reservation window”.

  When the operator sets a call reservation in the “call reservation window”, the call reservation means 41 identifies the operator terminal 4a based on the caller telephone number for identifying the call from the selected outside line, the customer ID, or the identification ID. Call reservation call information is associated with the code. In addition, since the information during a call can be included in the call log, a call can be reserved for a call from the outside line 8 during the call. An expiration date can be set in the “call reservation window”. The call reservation means 41 transmits the call reservation call information to the CCS server 5 including this expiration date. As a result, the call reservation control means 54 of the CCS server 5 can cancel the call reservation by deleting the call reservation call information whose expiration date has been set from the storage means 55.

  The notification means 42 has a function of transmitting call reservation call information to the CCS server 5. The display means 43 displays the caller telephone number, the customer ID, the identification ID, etc. from the incoming notification notified from the CCS server 5, and informs the operator of the telephone number of the customer who is currently receiving the call. . Further, a call log acquired by the call reservation unit 41 and a “call reservation window” displayed at the time of call reservation are displayed.

  Next, the operation of the call center system according to the embodiment of the present invention will be described based on FIG. 1 to FIG. 8 and FIG. 10 to FIG. 10 to 19 show display examples of the operator terminal and the CCS server. Here, the operator terminal 4 a is associated with the extension telephone 3 a, and the operator 1 who is the user of the operator terminal 4 a and the extension telephone 3 a is assigned a “John Doofty” belonging to “Sales” which is a sales department of the incoming call group 1. And

  As shown in FIG. 5, first, a call from the customer A arrives at the exchange 2 (S101). The call state notifying means 22 of the exchange 2 transmits a call arrival notification from the customer A to the CCS server 5 (S102).

  When the extension control means 52 of the CCS server 5 receives the incoming call notification from the exchange 2, it determines the incoming call group for the call from the customer A and the incoming call group from the contents of the incoming call group setting means 58 and the extension status of the extension management means 51. With reference to the call status of the extension 9 to which the extension 9 belongs and the extension telephone 3 connected to the extension 9, the extension telephone 3 capable of receiving a call is searched. Here, the call from the customer A is an incoming call to the incoming call group 1, and the extension telephone 3 that can receive the call at that time is defined as an extension telephone 3a. The extension control means 52 notifies the call control means 23 of the exchange 2 of the extension number of the extension telephone 3a so that the call from the customer A is received by the extension telephone 3a (S103).

  The call control means 23 of the exchange 2 that has been notified to receive the call from the customer A to the extension telephone 3a causes the call from the customer A to arrive at the extension telephone 3a and rings the extension telephone 3a. When the call state notification means 22 detects that a call from the customer A has arrived at the extension telephone 3a, it notifies the CCS server 5 that the call has arrived at the extension telephone 3a used by the operator 1 (S104). The incoming call notification includes the caller number (Caller ID) of the customer A and the called party number (DID).

The extension control means 52 of the CCS server 5 that has received the notification of the incoming call from the exchange 2 to the extension telephone 3a notifies the operator terminal 4a used by the operator 1 of the notification. The operator terminal 4a that has received the notification displays the incoming call on the display means 43, thereby the extension telephone 3
The incoming call can be confirmed visually with the ringing of a. FIG. 10 shows a display example of the operator terminal 4a and the CCS server 5 when a call from the customer A arrives. As shown in FIG. 10 (a), it is determined that the call from the customer A is received by the extension telephone 3a from the calling party number because the status area (Status) is "Incoming" (Offering). it can. Further, it is possible to determine on which line of the exchange 2 the call has arrived from the called party number.

  FIG. 10B shows that a call from the customer A has arrived at “John Dorofty” in the incoming call group “Sales” (S105). In the display example of FIG. 10A, only the caller number is displayed. However, in the CCS server 5, the caller name corresponding to the caller number sent from the exchange 2 is stored in the storage means 55. When it is taken out and transmitted to the operator terminal 4a together with an incoming call notification, the caller name is also displayed on the operator terminal 4a.

  Further, the manager terminal is notified of all information related to extension telephones and the like from the extension management means 51 of the CCS server 5, and the status of each operator can be displayed. Here, FIG. 10A showing a display example of the manager terminal shows that an icon indicating a call from the customer A is displayed on “John Dorofty” of the incoming call group “Sales”.

  Since the extension telephone 3a is ringing, the operator 1 goes off-hook (response). The exchange 2 detects the off-hook of the extension telephone 3a, connects the call from the customer A and the call path between the extension telephone 3a, and puts the customer A and the operator 1 in a call state. Further, the call state notifying means 22 of the exchange 2 notifies the CCS server 5 that the extension telephone 3a has responded. By this notification, the extension management means 51 sets the extension state of the extension telephone 3a as busy (S106).

  The extension management means 51 of the CCS server 5 that has received the notification that the extension telephone 3a has responded to the call from the customer A from the exchange 2 transmits a response notification indicating that it has responded to the operator terminal 4a (S107). The operator terminal 4a that has received the notification changes the incoming call display displayed on the display means 43 to a busy display. FIG. 11 shows a display example of the operator terminal 4a and the CCS server 5 when a call from the customer A is in a call. As shown in FIG. 11A, since the status area (Status) is busy (Talking), it can be determined that the call from the customer A and the extension telephone 3a are busy. Further, FIG. 11B showing a display example of the manager terminal is different from FIG. 10B in that an icon indicating a call from the customer A to “John Doofty” of the incoming call group “Sales” is changed. It shows that it is in.

  The operator 1 who has made a call with the customer A using the extension telephone 3a terminates the call, puts the extension telephone 3a in an on-hook state, and disconnects the call from the customer A. By this disconnection, the call state notifying means 22 of the exchange 2 notifies the CCS server 5 of a disconnection notification indicating that the extension telephone 3a has disconnected the call from the customer A (S108). The extension management means 51 of the CCS server 5 that has received the disconnection notification from the exchange 2 sets the extension state of the extension telephone 3a to standby by the disconnection notification and transmits it to the operator terminal 4a (S109).

  Receiving the notification, the operator terminal 4a changes the call display displayed on the display means 43 to a standby display. A display example of the operator terminal 4a and the CCS server 5 when the call from the customer A is disconnected is shown in FIG. As shown in FIG. 12A, since there is no display indicating the call from the customer A, it can be determined that the call from the customer A is disconnected and the extension telephone 3a is in a standby state. Further, FIG. 12B showing a display example of the manager terminal shows that the extension telephone 3a is on standby because there is no display indicating the call from the customer A in the “John Dorofty” of the incoming call group “Sales”. Show.

  When a call log display request is input from the operator 1 to the operator terminal 4, the call reservation unit 41 of the operator terminal 4a notifies the CCS server 5 of a call log acquisition request. The call log information of the call log storage means 56 of the CCS server 5 is notified to the operator terminal 4a by the notification means 57. The display means 43 of the operator terminal 4a displays the call log information received from the CCS server 5. A display example of the call log displayed on the operator terminal 4a is shown in FIG. The operator 1 selects a call partner who wants to reserve a call from the displayed call log. The selection is performed by selecting a caller telephone number, a customer ID, an identification ID, or the like to make a call reservation from the call log.

  Upon detecting selection of a call reservation partner from the operator 1, the display means 43 displays a “call reservation window” based on the selected caller telephone number, customer ID, identification ID, and the like. A display example of the “call reservation window” is shown in FIG. In FIG. 14, the column of “Customer ID or Caller ID” displays the caller number and customer ID of the selected partner. In the “Agent Name” column, the operator name “John Dorofty” of the operator terminal 4 a is displayed, and in the “Group Name” column, the incoming group name “Sales” to which the operator 1 belongs is displayed.

  The “Start Date” field is used for setting a reservation start time, and the “End Date” field is used for setting a reservation end time. Here, the “Agent Name” and “Group Name” fields are used to specify the reservation source operator, and by default, information corresponding to the operator 1 of the operator terminal 4a is displayed. It can be changed by the operation.

  For example, by changing the “Agent Name” field to the operator name of the operator terminal 4b, the caller number customer displayed in the “Customer ID or Caller ID” field receives an incoming call to the operator terminal 4b. To be able to. The “Group Name” field is used to select which incoming call group to reserve when the operator belongs to multiple incoming call groups. In which group the call processing of the operator was performed. Can be grasped from the work report output by the CCS server 5.

  After the operator 1 confirms and makes necessary changes for “Agent Name”, “Group Name”, “Start Date”, and “End Date” in the “Call Reservation Window” displayed on the operator terminal 4a, the GUI is displayed. By pressing the OK button, the information in each column is notified as reserved call information to the CCS server 5 by the call reservation means 41, and the call reservation is confirmed (S110). A plurality of reservation periods can be set.

  Next, a call from the customer B arrives at the exchange 2 (S111). The call status notification means 22 of the exchange 2 transmits a call arrival notification from the customer B to the CCS server 5 (S112).

  When the extension control means 52 of the CCS server 5 receives the incoming call notification from the exchange 2, it determines the incoming call group for the call from the customer A and the incoming call group from the contents of the incoming call group setting means 58 and the extension status of the extension management means 51. With reference to the call status of the extension 9 to which the extension 9 belongs and the extension telephone 3 connected to the extension 9, the extension telephone 3 capable of receiving a call is searched.

  Here, the call from the customer B is an incoming call to the incoming call group 1, and the extension telephone that can be received at that time is assumed to be the extension telephone 3a. The extension control means 52 notifies the call control means 23 of the exchange 2 of the extension number of the extension telephone 3a so that the call from the customer B is received by the extension telephone 3a (S113).

The call control means 23 of the exchange 2 that has been notified to receive the call of the customer B to the extension telephone 3a.
Calls the customer B to the extension telephone 3a, rings the extension telephone 3a, and notifies the CCS server 5 that the call has arrived at the extension telephone 3a used by the operator 1 (S114). The extension control means 52 of the CCS server 5 that has received the notification of the incoming call from the exchange 2 to the extension telephone 3a notifies the operator terminal 4a used by the operator 1 of the notification (S115).

  Since the extension telephone 3a is ringing, the operator 1 goes off-hook and starts a call with the customer B. When the customer B and the operator 1 start a call, the exchange 2 notifies the CCS server 5 that it has responded. By this notification, the extension management means 51 sets the extension state of the extension telephone 3a as busy (S116). The extension management means 51 of the CCS server 5 that has received the notification that the extension telephone 3a has responded to the call from the customer B from the exchange 2 transmits a response notification indicating that it has responded to the operator terminal 4a (S117).

  As described above, in a state where the customer B is talking to the operator 1, a call from the customer C arrives at the exchange 2 as shown in FIG. 6 (S118). The call status notification means 22 of the exchange 2 transmits a call arrival notification from the customer C to the CCS server 5 (S119).

  Here, the call from the customer C is an incoming call to the incoming call group 1, and the incoming call group 1 does not have an extension telephone capable of receiving calls at that time (the extension telephone 3a is busy). The extension control means 52 determines that the call from the customer C is an incoming call to the incoming call group 1, and that the incoming call group 1 does not have an extension telephone capable of receiving at that time, and waits for the call from the customer C to be distributed. The switch 2 is notified of the waiting, and a call waiting for delivery, which is a call from the outside line that is not ready for call in the queue 53 and is waiting for delivery, is queued as a normal call (S120).

  Upon receiving the standby notification, the exchange 2 transmits a message (OGM: OutGoing Message) that prompts call waiting to the customer C as a voice. FIG. 15 shows a display example of the operator terminal 4a and the manager terminal when the call from the customer B is in a call and the call from the customer C becomes a call waiting for delivery. As shown in FIG. 15 (a), a call waiting for delivery for which a call from the customer C is not reserved is displayed as a normal call in the current queue (Current Queue). Further, as shown in FIG. 15B, the stored call from the customer C is displayed in the incoming group “Sales” of “Queue” indicating the contents of the queue 53 (S121).

  Thereafter, a call from the customer D arrives at the exchange 2 (S122). The call status notification means 22 of the exchange 2 transmits a call arrival notification from the customer D to the CCS server 5 (S123).

  Here, assuming that the call from the customer D is an incoming call to the incoming call group 1 and there are no extension telephones 3a to 3d of the incoming call group 1 that can be received at that time, the extension control means 52 calls the call from the customer D. The switch 2 is notified of waiting to be distributed, and is queued as a normal call in the queue 53 (S124).

  The exchange 2 that has received the notification of waiting transmits a message (OGM: OutGoing Message) that prompts waiting for a call to the customer D. FIG. 16 shows a display example of the operator terminal 4a and the manager terminal when the call from the customer B is in a call and the call from the customer D becomes a call waiting for delivery. As shown in FIG. 16A, the call from the customer D is displayed as a normal call for which no call reservation is made, along with the normal call of the call from the customer C, in the current queue (Current Queue). As shown in FIG. 16B, the call from customer D is displayed together with the stored call from customer C in the incoming group “Sales” of “Queue” indicating the contents of queue 53 (S125). .

  Then, a call from the customer A arrives at the exchange 2 (S126).

  The call status notification means 22 of the exchange 2 transmits a call arrival notification from the customer A to the CCS server 5 (S127). Here, if the call from the customer A is an incoming call to the incoming call group 1, and there is no extension telephones 3a to 3d in the incoming call group 1 that can be received at that time, the extension control means 52 calls the call from the customer A. The switch 2 is notified to wait for delivery, and matches the call from the customer stored as the call reservation call information in the storage means 55. Therefore, the call is reserved in the queue 53 as a reserved call that is a call waiting for delivery. Queuing is performed (S128).

  Note that the caller number included in the incoming call from the customer A is stored as call reservation call information in the storage means 55 to determine whether the call from the customer stored in the storage means 55 as call reservation call information matches. Depending on whether the caller number matches the received caller number. Here, the delivery waiting call queued in the queue 53 by the extension control means 52 will be described with reference to FIGS.

  As described above, in the queue 53, the call waiting for delivery that has been stored the oldest for a normal call waiting for delivery is taken out first. Therefore, by storing the call waiting for delivery in the order of arrival, the call waiting for delivery is taken out in the order of arrival. As shown in FIG. 7 (1), a call waiting for delivery that is not reserved for a call is stored as a normal call 1. As shown in FIG. 7 (2), when the next call waiting for delivery is stored, it is stored as normal call 2 with the next priority of normal call 1.

  This indicates that the call from the customer B and the customer C is stored in the queue 53 as a call waiting for delivery because there is no extension telephone 3 that can receive each call, and the call from the customer B corresponds to the normal call 1. The call from the customer C corresponds to the normal call 2. As shown in FIG. 7 (3), the call from the customer A who is reserved for the call arrives again, but there is no extension telephone 3 that can receive the call, so it is stored in the queue 53 as a call waiting for delivery. In this case, since the call is reserved, the reserved call 1 is stored with priority over the normal call 1.

  As shown in FIG. 7 (4), similarly, when a call waiting for delivery reserved for a call is stored in the queue 53, it is stored with priority over a normal call. In this case, the call waiting for delivery stored as the reserved call 2 has a higher priority than the normal calls 1 and 2 and has a lower arrival order than the reserved call 1, and therefore has the next priority of the reserved call 1. As described above, the call waiting for delivery reserved for a call is stored in the queue 53 in preference to the normal call. Therefore, when the extension telephone 3 that is the reservation source of the reserved delivery waiting call can be received, the reserved delivery waiting call is taken out and arrives at the extension telephone 3 of the reservation source. However, if there is an extension telephone 3 that can be received by other than the extension telephone 3 that is the reservation source of the call waiting for delivery reserved for a call, a normal call waiting for delivery is taken out and received by the extension telephone 3 that can receive the call. .

  Further, as shown in FIG. 8, the normal call and the reserved call may be stored as separate queues. As shown in FIG. 8 (1), the queue 53 includes a queue for storing the normal call and a reserved call. Has a queue to store. First, a normal call 1 that is a call waiting for delivery that is not reserved for a call is stored in a queue that stores the normal call. As shown in FIG. 8 (2), when a call waiting for delivery that is not reserved for a call is stored as a normal call 2, it is stored in a queue that stores the normal call. Since the normal call 1 is older in order of arrival, it is next to the normal call 1.

As shown in FIG. 8 (3), when the reserved call 1 reserved for a call is stored, it is stored in a queue for storing the reserved call. As shown in FIG. 8 (4), when the reserved call 2 reserved for the call is stored, it is stored in the queue for storing the reserved call, and since the incoming call is older in the reserved call 1, the reservation call 1 is next. It becomes. When the extension telephone 3 of the reservation source becomes able to receive calls and is taken out from these queues, the priority can be increased by taking out from the queue storing reserved calls. If there is no reserved call in the queue for storing the reserved call, the call is taken out from the queue for storing the normal call. On the other hand, when an extension telephone 3 other than the reservation-source extension telephone 3 can receive an incoming call and is taken out from these queues, it is taken out from a queue storing normal calls.

  In this way, in the queue 53, the normal call and the reserved call may be the same queue or different queues. Further, although the above-described queue is shown for each incoming call group, all the incoming call groups may be one queue. When these waiting calls are picked up, it is determined whether or not the waiting call is reserved for a call, which incoming call group the waiting call for delivery is directed to, and the order of each waiting call for delivery with high priority. Control independent of configuration is possible. In this way, the extension control means 52 manages the call from the customer A as a reserved call in preference to the normal calls 1 and 2 which are calls from the customer C and the customer D.

  FIG. 17 shows a display example of the operator terminal 4a and the CCS server 5 when the call from the customer B is in a call and the call from the customer A becomes a held call. As shown in FIG. 17 (a), as a reserved call in which a call from the customer A is reserved for a call, the current queue is given priority over a normal call that is a delivery waiting call from the customer C and the customer D. Is displayed at the top of. Further, since “R” indicating a reserved call is added, it can be easily discriminated. Similarly, as shown in FIG. 17B, the call from customer A is given priority over the calls from customer C and customer D stored in the incoming group “Sales” of “Queue” indicating the contents of queue 53. The reserved call is displayed at the top.

  Returning to FIG. 6, the exchange 2 that has received the standby notification transmits to the customer D an OGM (Outgoing Message) indicating that it is waiting for distribution (S129). The operator 1 who has made a call with the customer B using the extension telephone 3a ends the call, puts the extension telephone 3a on-hook, and disconnects the call from the customer B. By this disconnection, the CCS server 5 is notified of a call disconnection notification from the customer B (S130).

  The CCS server 5 that has received the disconnection notification from the exchange 2 sets the extension state of the extension telephone 3a on standby by the disconnection notification and transmits it to the operator terminal 4a (S131).

  The extension control means 52 of the CCS server 5 receives the call from the customer A corresponding to the call reservation call information reserved for the call, when the extension telephone 3a corresponding to the call reservation call information is ready to receive a call. Prior to the call waiting for delivery of customer C and customer D, the exchange 2 is notified so as to receive a call to the telephone 3a (S132).

The exchange 2 that has been notified to receive the call from the customer A to the extension telephone 3a causes the call from the customer A to arrive at the extension telephone 3a, rings the extension telephone 3a, and to the extension telephone 3a used by the operator 1. The CCS server 5 is notified that the call has arrived. FIG. 18 shows a display example of the operator terminal 4a when a call from the customer A arrives. As shown in FIG. 18A, since “R” is added to the caller telephone number of customer A, it can be easily determined that the call is a call reserved. Similarly, as shown in FIG. 18B, the incoming call group “Johnny”
A call from the customer A with “R” added to “Dorofty” is displayed (S133).

  The extension control means 52 of the CCS server 5 that has received the notification of the incoming call from the exchange 2 to the extension telephone 3a notifies the operator terminal 4a used by the operator 1 of the notification, and the notification means 42 has received an incoming call to the extension telephone 3a. The call from the customer A is notified that the call is a reserved call (S134).

  In this way, when a call from an external line associated with the call reservation call information arrives at the exchange 2 again, the call can be received at the extension telephone set as the call reservation destination. It is easy to make a call to the same operator.

  In addition, when the expiration date of the call reservation is set to 5 p.m. the next day in S110 of FIG. 5, the extension control means 52 in the CCS server 5 passes the 5 p.m. If the customer A does not receive a call, the call reservation can be canceled by removing the call reservation call information from the storage means 55. Therefore, the operator instructs the customer to call again only when the problem reoccurs in the contents of the call with the customer, and it is used when there is no problem and the call does not come in or when the operator rotates. Since the call reservation is automatically canceled when the extension telephone is replaced, it is possible to prevent an incoming call by mistake.

  The operator can also reserve a call for the call during the call. FIG. 19 shows a display example. As shown in FIG. 19A, by selecting a call that is in a call and performing a right click with the mouse or the like, the display means 43 detects this and displays a selection screen. When a call reservation is selected, the display means 43 displays a “call reservation window” as shown in FIG. Thereafter, the operator confirms and changes each column of the “call reservation window” and makes a call reservation. The description of the call reservation in the “call reservation window” has already been described above, and will be omitted.

  In the embodiment of the present invention, the CCS server 5 and the exchange 2 are described separately, but the function of the CCS server 5 may be incorporated into the exchange 2. Further, the function of the CCS server 5 may be taken into one of the operator terminals 4. In the embodiment of the present invention, the operator terminal 4 and the extension telephone 3 are described separately. However, the function of the extension telephone 3 may be incorporated into the operator terminal 4.

  The call center server, the operator terminal, and the computer program according to the present invention have a function of receiving a call from an external line associated with call reservation call information to an extension telephone set as a call reservation destination when the call from the outside line arrives at the exchange again. Therefore, it is useful as a call center system that assigns incoming calls to calls from an outside line to a plurality of operators.

Configuration diagram of a call center system according to an embodiment of the present invention Configuration diagram of the switch in FIG. Configuration diagram of the CCS server of FIG. Configuration diagram of the operator terminal in FIG. The figure explaining operation | movement of the call center system of FIG. The figure explaining operation | movement of the call center system of FIG. Diagram explaining queue behavior Diagram explaining queue behavior The figure which shows an example of the setting content of an incoming call group setting means The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of the call log displayed on an operator terminal The figure which shows the example of display of “call reservation window” which is displayed with the operator terminal The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display of an operator terminal and a CCS server The figure which shows the example of a display at the time of call reservation during the call displayed on an operator terminal

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Call center system 2 Switch 3, 3a-3f Extension telephone 4, 4a-4f Operator terminal 5 CCS server 6 Customer side telephone 7 General public network 8 Outside line 9 Extension 10 Network 11 Hub 12 Control line 21 Call path switch 22 Call state notification means 23 Call control means 41 Call reservation means 42 Notification means 43 Display means 51 Extension management means 52 Extension control means 53 Queue 54 Call reservation control means 55 Storage means 56 Call log storage means 57 Notification means 58 Incoming group setting means 59 Display means

Claims (7)

A call center connected to an operator terminal installed in a pair with each of a plurality of extension telephones, and an exchange for forming a call path between the external line and the plurality of extension telephones and receiving calls from the external lines to the extension telephones On the server,
A call that stores call reservation call information associated with an extension telephone selected for a call from the external line as a call reservation destination in the storage means by an operator terminal that is paired with the extension telephone that has received the call from the external line Reservation control means;
When a call from an external line associated with the call reservation call information arrives at the exchange, an incoming call requesting means is provided for notifying the exchange to receive the call at an extension telephone associated as the call reservation destination. Call center server. The call reservation control means has no incoming call from an external line associated with the call reservation call information, and the elapsed time since the call reservation call information was stored in the storage means has become a predetermined time or more. 2. The call center server according to claim 1, wherein the call center server has a function of removing the call reservation call information from the storage means. A call from an outside line that cannot be received by an extension telephone is managed as a call waiting for delivery, and each time the extension telephone is able to receive a call, the delivery request means is notified to receive the call waiting for delivery in the order of arrival, and from the outside line When a call cannot be received at the extension telephone associated with the call reservation call information, the call is set as a call waiting for delivery. When the extension telephone set associated with the call reservation call information is ready to receive a call, the call waiting for distribution is set. 3. The call center server according to claim 1, further comprising: a delivery waiting call managing unit that notifies the incoming call requesting unit to receive a call with priority over other delivery waiting calls. Further, when a call from an external line associated with the call reservation call information arrives at the extension telephone that is the call reservation destination, the call reservation call is sent to the operator terminal that is paired with the extension telephone that is the call reservation destination. The call center server according to any one of claims 1 to 3, further comprising notifying means for notifying the arrival of a call from an external line associated with the information. An exchange that forms a communication path between an external line and a plurality of extension telephones and receives an incoming call from the external line to the internal telephone, and an extension telephone selected for the call from the external line is associated as a call reservation destination Call reservation control means for storing call reservation call information in the storage means;
When a call from an external line associated with the call reservation call information arrives at the exchange, a call center server comprising an incoming call request means for notifying the exchange to make an incoming call to the extension telephone associated as the call reservation destination An operator terminal connected and paired with each of the plurality of extension telephones;
Call reservation means for making call reservation call information by associating an extension telephone that has received a call from the external line as a call reservation destination with respect to a call from an external line that has arrived at a pair of extension telephones;
An operator terminal comprising: notification means for transmitting the call reservation call information to the call center server. Receiving means for receiving an incoming call notification that a call from an external line associated with the call reservation call information has been received from the call center server;
6. The operator terminal according to claim 5, further comprising display means for displaying the incoming call notification. A computer connected to an operator terminal installed in a pair with each of a plurality of extension telephones, and an exchange for forming a communication path between the external line and the plurality of extension telephones and receiving calls from the external lines to the extension telephones The
A call that stores call reservation call information associated with an extension telephone selected for a call from the external line as a call reservation destination in the storage means by an operator terminal that is paired with the extension telephone that has received the call from the external line Reservation control means;
A computer program that functions as an incoming call requesting means for notifying an exchange to receive an incoming call to an extension telephone associated as a call reservation destination when a call from an external line associated with the call reservation call information arrives at the exchange.

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