JP2010244175A - Simple CTI system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an inexpensive simple CTI (computer telephony integration) system that can improve operational efficiency of a small-scale contact center by actualizing a screen escalation function in a simplified CTI system. <P>SOLUTION: The simple CTI system comprises a CTI server 10, a database 11, CTI terminal devices 12, a business phone main device 13, a business phone 14, and an adaptor 15 connecting the CTI terminal devices 12 with the business phone 14. During call redirection, a terminal device as a transfer source among the plurality of CTI terminal devices 12 stores reception information being input in the database 11 and transmits a reception ID to a transfer destination terminal device. A terminal device as a transfer destination acquires the reception information from the database 11 based on the received reception ID. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a simple CTI system having a function of transferring screen information from one terminal to another terminal apparatus (hereinafter referred to as a screen escalation function) among computer telephony integration (hereinafter referred to as CTI) functions.

  A CTI (Computer Telephony Integration) system is a mechanism for integrating a computer and a telephone. As telephones become more digitized in recent years, full-scale CTI systems centered on CTI servers, SIP (Session Initiation Protocol) server-based medium-scale CTI systems, and business phone-based simplified CTI A system exists. In a full-scale CTI system, various business efficiency enhancement functions and management functions are enriched as basic functions of the CTI server, and a method of transferring (escalating) screen information without imposing a great load on the network is considered.

  For example, in a full-scale CTI system based on a PBX (local exchange), there are the following. The transfer source terminal device stores input character information in a database connected to the network, and this database generates a reception ID unique to the input information. The transfer source terminal apparatus receives the reception ID from the database and transmits the reception ID to the transfer destination terminal apparatus via the CTI server. The transfer destination terminal device transmits the reception ID received from the CTI server to the database. The database searches for transfer information associated with the reception ID from the transfer destination terminal device, and transmits this information to the transfer destination terminal device. Some transfer destination terminal devices display database information on a monitor. (See Patent Document 1).

JP 2007-164520 A

  However, the PTI-based CTI system as in Patent Document 1 is very expensive, and a simple CTI system based on an inexpensive business phone is often introduced for a scale of about 10 operators. Currently. A simple CTI system based on a business phone provides only a function of passing the received caller number to the application system. Because the linkage function between the phone and the application is weak, when a hand over from the operator who received the power to the host operator (transfer of the phone) occurs, only the phone can be transferred, and the inquiry information received until then is sent to the transfer destination terminal. It was an inefficient mechanism that had to be called again. As described above, since the conventional simple CTI system does not have a screen escalation function at the time of telephone transfer, it takes time for the operator to take over the business and causes a situation where the customer is kept waiting.

  Accordingly, the present invention has been made to solve the above problems, and in a simplified CTI system, by implementing a screen escalation function that could only be realized by a full-scale CTI system, the business efficiency of a small-scale contact center is improved. An object is to provide an inexpensive simple CTI system that can be used.

According to one aspect of the present invention, a server device and a plurality of terminal devices connected to a network, and a plurality of telephones respectively connected to these terminal devices,
The server device includes a customer database for managing customer information, a reception information database for managing inquiry reception information from customer information, and an operator status database for managing business status of operators operating the plurality of terminal devices. ,
The plurality of terminal devices include first means for acquiring a received caller number, second means for acquiring customer information from the customer database based on the caller number, and reception information being input. A third means for storing the reception information history of the customer while storing in the reception information database, and constantly monitoring the operation status of the operator of the own terminal device and storing it in the operator status database, and all operators of the terminal device A simple CTI system is provided, characterized in that it comprises a fourth means for acquiring the business status.

  Further, at the time of the call transfer, the terminal device serving as the transfer source among the plurality of terminal devices stores the received reception information in the reception information database and transmits the reception ID to the transfer destination terminal device. The terminal device is provided with a simple CTI system characterized in that reception information is acquired from the reception information database based on the received reception ID.

  Furthermore, before the call is transferred, the terminal device that is the transfer source among the plurality of terminal devices acquires all the operator job statuses of the terminal device from the operator status database by the fourth means, and displays the job status screen. A simple CTI system characterized by being displayed is provided.

  Further, immediately before the telephone transfer, the terminal device as the transfer source among the plurality of terminal devices directly inquires about the operator's work status to the terminal device as the transfer destination. Is provided.

  According to the simple CTI system of the present invention, the screen can be automatically escalated by handing over the reception ID of the reception information input at the transfer source terminal device to the transfer destination terminal device at the time of telephone transfer, Can be made more efficient. In addition, since the operation status of each operator can be confirmed on the terminal, quick and accurate transfer is possible.

It is a block diagram of the simple CTI system which concerns on one Embodiment of this invention. It is a figure which shows the example of the data structure of the customer database of the simple CTI system which concerns on one Embodiment of this invention. It is a figure which shows the example of the data structure of the reception information database of the simple CTI system which concerns on one Embodiment of this invention. It is a figure which shows the data structure of the operator condition database of the simple CTI system which concerns on one Embodiment of this invention. It is an example of the display screen which shows the operation | work condition of the operator of the simple CTI system which concerns on one Embodiment of this invention. It is a figure which shows the processing flow in each terminal device of the simple CTI system which concerns on one Embodiment of this invention.

  Embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a configuration diagram of a simple CTI system according to an embodiment of the present invention.

  The simple CTI system according to the present invention includes a CTI server 10, a database 11, a CTI terminal device 12, a business phone main device 13, a business phone 14, and an adapter 15 that connects the CTI terminal device 13 and the business phone 14.

  The CTI server 10 and the plurality of CTI terminal devices 12 are connected to a communication line network such as a LAN 16 (Local Area Network), and the business phone 14 is connected to the public telephone line 17 via the business phone main device 13. Each CTI terminal device 12 is connected to the corresponding business phone 14 via the adapter 15 on a one-to-one basis. A headset 18 can be connected to the adapter 15 to enable character input while listening to inquiries from customers.

  On each CTI terminal device 12, a reception information input application 200 for inputting reception information such as an inquiry from a customer, and the operation status of the operator of each terminal device (calling, waiting, post-processing, away from desk) The terminal agent application 201 has a function of constantly monitoring (rejection, etc.) and transmitting and receiving a reception ID, which will be described later, between CTI terminal devices during a call transfer.

  The CTI server 10 includes a customer database 100 that manages customer information, a reception information database 101 that manages inquiry information from customers, and an operator status database 102 that manages the business status of an operator who operates each CTI terminal device 12. Prepare.

  In the customer database 100, customer information is managed, the caller number of the customer is acquired from the CTI terminal device 12 that has received the power, and if it is a registered customer, the caller number is searched as a key and the power is received. The customer information is presented to the CTI terminal device.

  In the reception information database 101, reception information is input to each CTI terminal device 12, and a reception ID is assigned to the reception information to centrally manage the reception information.

  The operator status database 102 manages the call operator's business status (calling, waiting, post-processing, away from seat, rejection, etc.) acquired from the terminal agent application 201 of each CTI terminal 12 for each terminal ID. .

  FIG. 2 is a diagram illustrating an example of a data structure of a customer database of the simple CTI system according to the embodiment of the present invention. The customer database 100 has a data structure as shown in FIG. 2, and customer information such as customer ID, caller number, name, address, gender, age is registered, and the caller number displayed on the number display It is possible to identify customers.

  FIG. 3 is a diagram showing an example of the data structure of the reception information database of the simple CTI system according to the embodiment of the present invention. The reception information database 101 has a data structure as shown in FIG. 3, and reception information such as reception ID, customer ID, reception date and time, product name, inquiry content, person in charge, and farewell is registered, and the customer ID is also stored. In addition, a past record can be searched, a new record numbered with a new reception ID can be generated, and reception information input by the received CTI terminal device 12 can be stored.

  FIG. 4 is a diagram showing a data structure of an operator status database of the simple CTI system according to the embodiment of the present invention. The operator status database 102 has a data structure as shown in FIG. 4, and operator information such as terminal ID, operator name, status, transfer destination extension number, IP address, etc. is registered, and the operation of the operator of each CTI terminal device The situation can be acquired and constantly monitored.

  FIG. 5 is an example of a display screen showing the work status of the operator of the simplified CTI system according to an embodiment of the present invention. If the content of the inquiry from the customer exceeds the scope of the person in charge, it is necessary to transfer the telephone and the screen information that has been input so far. In that case, the operator of the transfer source CTI terminal device 12 confirms the operation status of each operator shown in FIG. 5, selects the waiting operator, and presses the transfer button, thereby simultaneously transferring the CTI transfer source. It is possible to transfer the screen information displayed on the terminal device 12 to the transfer destination terminal device 12a.

  FIG. 6 is a diagram showing a processing flow in each terminal device of the simplified CTI system according to the embodiment of the present invention. First, each CTI terminal device 12 determines whether or not it is receiving power (S60). If the power is received, the terminal agent 201 that is constantly monitored sets the business status of the terminal device to “busy”, transmits the caller number acquired from the adapter 15 to the CTI server 10, and uses the caller number as a search key. The customer information result obtained by searching the customer database 100 is acquired (S61). A new input is made to the customer database 101, the reception ID assigned to the new record is acquired, and a history of past reception information is acquired based on the customer ID (S62). When transfer is necessary, such as when the inquiry from the customer exceeds the operator's business scope (S63), the operator status database 102 is queried and the operator's business status shown in FIG. 5 is displayed. A waiting operator is selected (S64). If there is no waiting operator, the customer is informed that the customer is not currently available, and presses the stop button to end the operation. When transferring, pressing the transfer button (S65) causes the transfer source CTI terminal 12 to directly inquire of the transfer destination CTI terminal 12a without going through the CTI server 10 (S66). By referring to the IP address of the terminal shown in FIG. 4, it is possible to make an inquiry directly to the transfer destination terminal device 12a.

  This direct inquiry is necessary because the present embodiment is a business phone-based CTI system, and the transfer destination terminal may receive power while the transfer button is pressed. By making such reconfirmation the direct transfer destination CTI terminal device 12a, reliable transfer is possible. If there is no problem as a result of the direct inquiry, the reception ID is directly transferred simultaneously with the telephone transfer (S67).

  The transfer destination CTI terminal device 12a makes an inquiry to the CTI server 10 based on the reception ID directly sent from the transfer source terminal device 12, and acquires the information displayed on the transfer source terminal device 12, thereby obtaining Screen escalation function is achieved.

  According to the simple CTI system of the present invention, the screen can be automatically escalated by handing over the reception ID of the reception information input at the transfer source terminal device to the transfer destination terminal device at the time of telephone transfer, Can be made more efficient. In addition, since the operation status of each operator can be confirmed on the terminal, quick and accurate transfer is possible.

  Further, the present invention is not limited to the above-described embodiments as they are, and can be embodied by modifying the constituent elements without departing from the scope of the invention in the implementation stage. Various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, the constituent elements over different embodiments may be appropriately combined.

DESCRIPTION OF SYMBOLS 10 ... CTI server 11 ... Database 12, 12a ... CTI terminal device 13 ... Business phone main device 14 ... Business phone 15 ... Adapter 16 ... Data communication line (LAN)
17 ... Public telephone line 18 ... Headset 100 ... Customer database 101 ... Reception information database 102 ... Operator status database 200 ... Reception information input application 201 ... Terminal agent application

Claims (4)

Consists of a server device and a plurality of terminal devices connected to the network, and a plurality of telephones respectively connected to these terminal devices,
The server device includes a customer database for managing customer information, a reception information database for managing inquiry reception information from customer information, and an operator status database for managing business status of operators operating the plurality of terminal devices. ,
The plurality of terminal devices include first means for acquiring a received caller number, second means for acquiring customer information from the customer database based on the caller number, and reception information being input. A third means for storing the reception information history of the customer while storing in the reception information database, and constantly monitoring the operation status of the operator of the own terminal device and storing it in the operator status database, and all operators of the terminal device A simple CTI system, comprising: a fourth means for acquiring the business status of the system.   At the time of telephone transfer, in the terminal device that is the transfer source among the plurality of terminal devices, the reception information being input is stored in the reception information database and the reception ID is transmitted to the transfer destination terminal device. 2. The simplified CTI system according to claim 1, wherein the apparatus acquires reception information from the reception information database based on the received reception ID.   Before the call transfer, the terminal device that is the transfer source among the plurality of terminal devices acquires all the operator job statuses of the terminal device from the operator status database by the fourth means and displays the job status screen. The simple CTI system according to claim 1, wherein:   2. The terminal device serving as a transfer source among the plurality of terminal devices immediately inquires of the operator's business status directly to the terminal device serving as a transfer destination immediately before the telephone transfer. Simple CTI system.

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