JP2007243385A - Call migration method in call center - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform call migration on the occurrence of a fault in a telephone terminal in a call center. <P>SOLUTION: When a telephone terminal 41 falls into a fault state, while a customer telephone set 1 and the telephone terminal 41 places a telephone call with each other, a monitoring apparatus 20 informs a call control server 10 about the fault of the telephone terminal 41 and an alternate telephone terminal 42 capable of receiving calls. The call control server 10 instructs a guidance transmission terminal 30 to transmit a voice guidance to the customer telephone set 1 and switches the control destination of the customer telephone set 1 to the telephone terminal 42. Thus, anxiety on the part customers is decreased, customer's call will no longer be rapidly interrupted, and the customer can continue the call between the switched telephone terminal. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a call relief method when a telephone terminal fails in a call center.

JP 2001-168993 A

  In the above-mentioned Patent Document 1, for example, provided in a data center of a consumer financial institution, a plurality of operators can make various inquiries from a data terminal device such as a telephone on the user side or a PC with a telephone function (personal computer), A call center system for intensively dealing with data terminal devices installed in a plurality of branches is described.

  The call center system includes a plurality of operator seats, telephone connection means such as a PBX (private branch exchange), data connection means such as a router, connection control means such as a multimedia communication control device, a host computer, and a LAN (local area Network). In each operator seat, an operator telephone connected to the PBX and an operator terminal connected to the LAN are arranged so that both an inquiry from the telephone and an inquiry from the data terminal device can be handled. The multimedia communication control apparatus is configured to control the burden on the operator so as not to be biased by equally allocating incoming calls to the operator seat.

However, in the call center system, since the incoming call is allocated on the assumption that the operator telephone and the operator terminal in each operator seat are always in an operable state, the operator telephone and the operator terminal are out of order. Then, the subject that a telephone call etc. was cut | disconnected occurred.
An object of the present invention is to relieve a call when a telephone terminal fails in a call center.

  The present invention relates to a call control server for distributing and connecting communication requests received from customer telephones via a communication network to any one of a plurality of telephone terminals, a monitoring device for monitoring the states of the plurality of telephone terminals, and In a call center having a guidance sending terminal for sending voice guidance to a customer telephone, a call relief for continuing communication with the customer telephone when a failure occurs in the telephone terminal in communication, the following series of processing I'm trying to do it.

  That is, when the monitoring device detects the occurrence of a failure of the telephone terminal in communication, based on a process of notifying the call control server of the occurrence of a failure of the telephone terminal, and an instruction from the call control server, A process of sending a voice guidance indicating that the telephone terminal in communication has failed to the customer telephone from the guidance sending terminal; and the monitoring device detects a telephone terminal that can receive a call from the plurality of telephone terminals. Then, a process of notifying the call control server and a process of changing the connection of the customer telephone to the callable telephone terminal are sequentially performed by the call control server.

  In the present invention, even if a call center telephone terminal falls into a failure state during a call, if there is another telephone terminal that can receive a call, the telephone terminal is switched to that telephone terminal, and the occurrence or recovery of the failure is detected from the guidance sending terminal. I tell it to the customer's phone. As a result, the customer's anxiety is reduced and the call is not disconnected, and the call can be continued with the switched telephone terminal.

  The above and other objects and novel features of the present invention will become more fully apparent when the following description of the preferred embodiment is read in conjunction with the accompanying drawings. However, the drawings are for explanation only, and do not limit the scope of the present invention.

FIG. 1 is a configuration diagram of a call center system showing a first embodiment of the present invention.
This call center system is called from a customer telephone 1 via a public network 2 such as a general telephone network or an IP (enternet protocol) telephone network using the Internet, and includes a call control server 10, a monitoring device 20, The guidance transmission terminal 30 and a plurality of telephone terminals 41, 42,..., And a LAN 50 that connects them to each other.

  The call control server 10 receives an incoming call from the customer telephone 1 through the public network 2 and establishes a call with one telephone terminal (for example, the telephone terminal 41). The call control server 10 is connected to the public network 2 and receives the status of the call connection control unit 11 for controlling the call connection between the terminals (customer telephone and telephone terminal in the call center) and the status of the telephone terminals 41, 42,. Then, a telephone terminal status receiving unit 12 that requests the call connection control unit 11 to perform a transfer process, and a transfer result notification transmitting unit 13 that transmits a transfer completion notification of a telephone call are provided. When the telephone terminal status receiving unit 12 receives a failure notification of the telephone terminal (for example, the telephone terminal 41) from the monitoring device 20, the telephone terminal status receiving unit 12 transmits the call of the customer telephone 1 connected to the telephone terminal 41 to the guidance transmission terminal. 30 and a function of transferring and restoring a call of the customer telephone 1 to another incoming call terminal (for example, the telephone terminal 42).

  The monitoring device 20 is for instructing operation such as recording / displaying of call results and customer information, and outgoing call response. This monitoring device 20 is composed of, for example, a PC, and receives a telephone call state detection unit 21 that detects the state of each telephone terminal 41, 42,... And notifies the call control server 10 of the call terminal transfer result notification. A transfer result notification receiving unit 22 is provided.

  The guidance sending terminal 30 sends a guidance announcement to the customer telephone 1 transferred from the call control server 10.

  2A and 2B are flowcharts of processing in the call center system of FIG. 1. FIG. 2A shows processing when a telephone terminal fails, and FIG. 2B shows processing when the telephone terminal is restored. Show.

(1) Processing at the time of telephone terminal failure When a failure occurs in the telephone terminal A during a call between the customer telephone 1 and the telephone terminal A of the call center (for example, the telephone terminal 41 in FIG. 1), the process shown in FIG. In step S1, the telephone terminal state detection unit 21 of the monitoring device 20 detects that the telephone terminal A has become a terminal failure.

  In step S2, the telephone terminal state detector 21 notifies the telephone terminal state receiver 12 of the call control server 10 that the telephone terminal A has become a terminal failure.

  In step S <b> 3, the telephone terminal state receiving unit 12 requests the call connection control unit 11 to transfer the call of the customer telephone 1 to the guidance sending terminal 30.

  In step S <b> 4, the call connection control unit 11 transfers the call of the customer telephone 1 to the guidance transmission terminal 30.

In step S5, the call connection control unit 11 disconnects the telephone terminal A.
In step S <b> 6, the guidance transmission terminal 30 transmits voice guidance to the customer telephone 1.

  In step S7, the call connection control unit 11 requests the transfer result notification transmitting unit 13 to transmit a notification to the transfer result notification receiving unit 22 that the call of the customer telephone 1 has been transferred to the guidance sending terminal 30. To do.

  In step S <b> 8, the transfer result notification transmission unit 13 transmits a notification that the call of the customer telephone 1 has been transferred to the guidance transmission terminal 30 to the transfer result notification reception unit 22 of the monitoring device 20.

  Thereby, the customer telephone 1 can know that a failure has occurred in the telephone terminal A of the other party.

(2) Processing at the time of restoration of the telephone terminal In the call center, when a failure occurs in the telephone terminal A, a process is performed for searching for a telephone terminal to replace it and continuing the call with the customer telephone 1.

  In step S11 of FIG. 2B, the telephone terminal state detector 21 of the monitoring device 20 detects that the telephone terminal B (for example, the telephone terminal 42 in FIG. 1) can receive a call.

  In step S12, the telephone terminal state detector 21 notifies the telephone terminal state receiver 12 of the call control server 10 of the information of the telephone terminal B that is the call recovery destination.

  In step S <b> 13, the telephone terminal state receiving unit 12 requests the call connection control unit 11 to transfer the call of the customer telephone 1 to the telephone terminal B.

  In step S <b> 14, the call connection control unit 11 transfers the call of the customer telephone 1 to the telephone terminal B. Thereby, the telephone call between the customer telephone 1 and the telephone terminal B is started.

  In step S <b> 15, the call connection control unit 11 performs call disconnection processing of the guidance transmission terminal 30.

  In step S16, the call connection control unit 11 requests the transfer result notification transmission unit 13 to transmit a notification to the transfer result notification reception unit 22 that the call of the customer telephone 1 has been transferred to the telephone terminal B. .

  In step S <b> 17, the transfer result notification transmission unit 13 transmits a notification that the call of the customer telephone 1 has been transferred to the telephone terminal B to the transfer result notification reception unit 22 of the monitoring device 20.

  As a result, the customer telephone 1 can make a call with the telephone terminal B, which is an alternative call partner.

  As described above, in the call center system according to the first embodiment, even when a call center telephone terminal falls into a failure state during a call, if there is another telephone terminal that can receive a call, the telephone terminal is switched and continued. There is an advantage that it becomes possible to make a call. Further, since the transfer result notification receiving unit 22 is notified that the transfer from the telephone terminal A to the telephone terminal B, the completion of the call recovery becomes clear. In addition, since the guidance transmission terminal 30 informs the customer telephone 1 of the occurrence or failure of the failure, the customer's anxiety is reduced and the user is not disconnected immediately. There is an advantage that the call can be continued.

  FIG. 3 is a block diagram of a call center system showing a second embodiment of the present invention. Elements common to those in FIG. 1 are denoted by common reference numerals.

  This call center system is provided with a call control server 10A and a monitoring device 20A having slightly different configurations in place of the call control server 10 and the monitoring device 20 in FIG.

  The call control server 10A accepts an incoming call from the customer telephone 1 through the public network 2 and establishes a call with one telephone terminal. The call control server 10A is connected to the public network 2 and controls the call connection between the terminals. The call connection control unit 11 detects the state of the telephone terminals 41, 42,. A telephone terminal state detection unit 14 for requesting and a transfer result notification transmission unit 13 for transmitting a call call transfer completion notification. The call control server 10A, when detecting the failure of the telephone terminal, transfers the call of the customer telephone 1 connected to the failed telephone terminal to the guidance transmission terminal 30, and other incoming calls. It has a function of transferring and restoring a call of the customer telephone 1 to a possible telephone terminal.

  The monitoring device 20A is for instructing operation such as recording / display of a call result and customer information, and a call response. The monitoring device 20A is configured by a PC, for example, and includes a transfer result notification receiving unit 22 that receives a transfer result notification of a telephone call.

  In other words, in this call center system, the state detection function of the telephone terminal that was in charge of the monitoring device 20 in the call center system of FIG. 1 is transferred to the call control server 10A. Other configurations are the same as those in FIG.

  4A and 4B are flowcharts of processing in the call center system shown in FIG. 3. FIG. 4A shows processing when a telephone terminal fails, and FIG. 4B shows processing when the telephone terminal is restored. Show. In FIG. 4, the same steps as those in FIG. 2 are denoted by the same reference numerals.

(1) Processing in the event of a telephone terminal failure If a fault occurs in the telephone terminal A while the customer telephone 1 and the telephone terminal A of the call center (for example, the telephone terminal 41 in FIG. 3) are talking, In step S1A, the telephone terminal state detector 14 of the call control server 10A detects that the telephone terminal A has become a terminal failure. Thereafter, the process proceeds to step S3A.

In step S <b> 3 </ b> A, the telephone terminal state detection unit 14 requests the call connection control unit 11 to transfer the call of the customer telephone 1 to the guidance transmission terminal 30.
Then, it progresses to step S4 and the process of step S4-S8 similar to FIG. 2 is performed.

(2) Processing at the time of restoration of the telephone terminal In the call center, when a failure occurs in the telephone terminal A, a telephone terminal that can replace the telephone terminal A is searched for and processing for continuing the call with the customer telephone 1 is performed.

  In step S11A of FIG. 4B, the telephone terminal state detection unit 14 of the call control server 10A detects that the telephone terminal B (for example, the telephone terminal 42 in FIG. 3) can receive a call. Thereafter, the process proceeds to step S13A.

  In step S13A, the telephone terminal state detection unit 14 requests the call connection control unit 11 to transfer the call of the customer telephone 1 to the telephone terminal B.

  Then, it progresses to step S14 and the process of step S14-S17 similar to FIG. 2 is performed.

  As described above, the call center system according to the second embodiment has the same advantages as the first embodiment. Furthermore, since the call control server 10A is provided with a function for detecting the state of the telephone terminal, information transfer processing regarding the state of the telephone terminal between the call control server 10A and the monitoring device 20A becomes unnecessary, and processing and configuration There is an advantage that can be simplified.

  In addition, this invention is not limited to the said Example, A various deformation | transformation is possible. As a modification, for example, the call center function is divided into a call control server, a monitoring device, and a guidance transmission terminal. However, the function division method is not limited to the exemplified one.

BRIEF DESCRIPTION OF THE DRAWINGS It is a block diagram of the call center system which shows Example 1 of this invention. It is a flowchart of the process in the call center system of FIG. It is a block diagram of the call center system which shows Example 2 of this invention. It is a flowchart of the process in the call center system of FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Customer telephone 2 Public network 10,10A Call control server 11 Call connection control part 12 Telephone terminal state receiving part 13 Transfer result notification transmission part 14 Telephone terminal state detection part 20, 20A Monitoring apparatus 21 Telephone terminal state detection part 22 Transfer result notification Receiver 30 Guidance sending terminal 41, 41 Telephone terminal 50 LAN

Claims (3)

A call control server that distributes and connects communication requests received from customer telephones via a communication network to any one of a plurality of telephone terminals, a monitoring device that monitors the status of the plurality of telephone terminals, and voice to the customer telephones In a call center having a guidance transmission terminal for transmitting guidance, a call relief method for continuing communication with the customer telephone when a failure occurs in the telephone terminal in communication,
A process of notifying the call control server of the occurrence of a failure of the telephone terminal when the monitoring device detects the occurrence of a failure of the telephone terminal in communication;
Based on an instruction from the call control server, a process for sending a voice guidance to the effect that the telephone terminal in communication has failed from the guidance sending terminal to the customer telephone;
A process in which the monitoring device detects a telephone terminal that can receive a call from the plurality of telephone terminals and notifies the call control server;
A process in which the call control server changes the connection of the customer telephone to the telephone terminal capable of receiving calls;
A call relief method in a call center, which is performed sequentially. A call control server for monitoring a state of a plurality of telephone terminals and distributing and connecting a communication request received from a customer's telephone via a communication network to any one of the plurality of telephone terminals; and a state of the plurality of telephone terminals In a call center comprising a monitoring device for managing voice and a guidance sending terminal for sending voice guidance to the customer telephone, a call for continuing communication with the customer telephone when a failure occurs in the telephone terminal in communication A remedy method,
A process for notifying the occurrence of a failure of the telephone terminal to the guidance sending terminal when the call control server detects the occurrence of a failure of the telephone terminal in communication;
Based on an instruction from the call control server, a process for sending a voice guidance to the effect that the telephone terminal in communication has failed from the guidance sending terminal to the customer telephone;
A process in which the call control server detects a telephone terminal capable of receiving calls from among the plurality of telephone terminals and changes connection of the customer telephone to the telephone terminal capable of receiving calls;
A call relief method in a call center, which is performed sequentially.   3. The call remedy method in a call center according to claim 1, wherein after the connection of the customer telephone is changed to the telephone terminal capable of receiving a call, a process of notifying the monitoring device from the call control server is performed. .

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