JP3065537B2 - Telephone line controller - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a function of exchanging information between a computer and a telephone (hereinafter referred to as CTI (Computer).
Telephony Integration (called a Telephony Integration function).

[0002]

2. Description of the Related Art Conventionally, in the construction of a call center system, whether a voice response device is constructed as a single system,
Alternatively, the system has been constructed by combining a voice response device and a server having an application program capable of controlling the CTI function. An application program capable of controlling the CTI function is operated by a human operator through a personal computer. In the case of a system in which a voice response device and a server are combined, data acquired by the voice response device and a private branch exchange (hereinafter referred to as PBX (Private B
ranch exchange) is sent to a human operator. At this time, the data had been transferred to the personal computer and the call had been transferred to the operator's telephone (eg, a headset).

[0003]

[0004]

As described above, conventionally, data transfer and call transfer have been performed only from a voice response device to a human operator. Therefore, there is a problem that the human operator responds after the transfer, so that the human operator does not want to be asked, and so-called blind information such as a password cannot be protected.

The present invention has been made in view of the above-mentioned conventional problems, and further develops the prior art so that the voice response device can control the CTI function as if it were a human operator instead of a human operator. It is an object of the present invention to provide a telephone line control device capable of operating a call and data through an application program and having a role as a pseudo operator.

[0006]

Means for Solving the Problems The present invention performs a private branch exchange, a voice response unit, a telephone line you <br/> connecting said private branch exchange and a voice response unit, the information exchange between the computer and the telephone A server that contains an application program that can control functions, and an operation that is operated by a human operator.
The telephone line control device having a regulator device, per
Simulate manipulating calls and data like a human operator
Similar operator process is resident on said server, said pseudo
Similar operator process registers like the human process for the operators to the application program, the
The two-way communication between the pseudo operator process and the operator process and the application program allows the call received by the voice response device to be
To the operator terminal together with the human operator
Blind information that you do not want to be in the pseudo operator process
After transfer and processing, call and data are again sent to the operator terminal.
The above-mentioned problem was solved by making it possible to return. Further, the transfer of the call and the data is performed by the application.
This is done by using the
You. Also, the voice response device is independent of the private branch exchange.
And the voice response device and the server are connected via a network.
Connected, and the network is connected between the voice response device and the server.
The two-way communication by the work is performed.
In addition, the bridge is linked with the pseudo operator process.
Script process to process command information.
It is built into the answering device.

According to the present invention, it is as if a human operator
Pseudo operator process that manipulates calls and data like a
Vinegar exist on the server, the pseudo-operator process and
By performing two-way communication between the human operator process and the application program,
An operator terminal that receives a call received by a voice response device together with data.
To feed, blind you do not want to be known to a human operator
Information was transferred to the pseudo operator process and processed
After, due to so as to return again the call data to an operator terminal, such as the pseudo-operator process as if a human operator, the role as a pseudo operator operating a call and data through the control application program capable of CTI functions possible to have a Do Ri, human
Protect blind information that you do not want your operators to know
It becomes possible.

[0008]

[0009]

Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a block diagram schematically showing a telephone line controller to which the present invention is applied.

In FIG. 1, a private branch exchange (PBX) 10
Are connected to an external public line 12. PBX10
Is connected to the voice response device 14 by lines 16 and 18 and to operator terminals 20 and 22. The operator terminal 20 includes a telephone 20a and an operator's personal computer 20b. The operator terminal 22 includes a telephone 22a and an operator's personal computer 22b.
Contains. The PBX 10 is connected to the server 24 and the CTI.
Are connected by a line 26 for controlling. Voice response device 14, operator terminals 20, 22 and server 24
Are connected by a LAN 28.

In the present embodiment, the lines connecting the PBX 10 and the voice response device 14 are two of 16 and 18, and the PB
The operator terminals connected to X10 are also 20 and 22-2.
However, the application of the present invention is not limited to this.
BX10 can be connected. Also, PBX 10 and server 2
4 can be connected by a LAN 28 instead of the line 26.

FIG. 2 shows a process configuration of the voice response device 14 and the server 24.

The voice response apparatus 14 has a script (automatic program) process 16a for the line 16 and a script process 18a for the line 18.
In addition, the server 24 has a corresponding pseudo operator process 16b and a pseudo operator process 18b.
b exists. The server 24 has a built-in application program 30 capable of controlling the CTI function. The application program 30 is controlled by the operator terminal 2 through the operator processes 30a and 30b.
Controlled by 0 and 22. The above processes are all controlled by two-way communication.

The operation of this embodiment will be described below.

In this embodiment, the system shown in FIG. 1 is a call center system of a certain bank on the assumption that a human operator does not provide a personal identification number.
A case will be described as an example in which a call is made to this call center using a telephone on a push line to perform balance inquiry.

FIGS. 3 to 6 show the flow of the script process on the voice response apparatus side and the flow of the pseudo operator process on the server side in comparison with each other, and the description will be made along this line.

FIGS. 3 and 4 show the flow of the script process 16a on the voice response device side and the flow of the pseudo operator process 16b on the server side corresponding to the line 16.

First, in steps 200 and 210 of FIG. 3, the pseudo operator process 16b
(Connection) and log in to the application program 30 which can control the PBX 10 and the CTI function.
When this process is started, the operator terminal 2
0, the pseudo operator processes 16b and 18b are registered in the application program 30 with their respective extension numbers. This registration is performed by a registration table structure as shown in FIG. That is, the extension number and the operator ID are registered, respectively.

It is assumed that a customer calls the call center with a telephone on a push line to perform balance inquiry. In step 100 of FIG. 3, the telephone is a PBX
The call is received via the line 10 of the voice response device 14 via the line 10. In step 110, the voice response device starts a script. Next steps 120 and 220
In, the script process 16a and the pseudo operator process 16b establish a connection with each other. In step 130, the voice response apparatus obtains the customer's account number and the number for balance inquiry according to the script for the line 16.

Next, in step 140 of FIG. 4, the script process 16a
b, the call transfer command and the data acquired by the script are transmitted. On the other hand, in step 230, the pseudo operator process 16b receives the transfer command and data from the script process 16a. In the next step 240, the pseudo operator process 16b
Issues an instruction to the application program 30 that can control the CTI function, and transfers the received data and call to the operator terminal 20. The application program 30 issues a command to the PBX 10 to perform a transfer process to the operator terminal 20, so that the call is transferred to the telephone 20a of the operator terminal 20 and the data is transferred to the personal computer 20b for the operator.

In the next step 250, the script process 16a is notified of the transfer result. The script process 16a determines in step 150 whether the data or the like has been transferred. If the transfer has not been successful, the process returns to step 140 and the same operation is repeated. If the transfer is successful, the next step 160
Proceed to and exit the script. The operator operating the operator terminal 20 confirms from the customer's account number that the business is information of the customer's name, address, etc. and the balance inquiry, and then sends the account number to the line 18 of the voice response device 14. A transfer instruction is issued to the application program 30 that can control the CTI function so that the transfer is performed as follows. Thereafter, the script process 18 for the line 18
a and the pseudo operator process 18b.

FIGS. 5 and 6 show the flow of the script process 18a on the voice response device side and the flow of the pseudo operator process 18b on the server side.

In step 300, the transferred call is received from the operator operating the operator terminal 20 to the script process 18a, and in step 400, the data is transferred from the operator to the pseudo operator process 18b. In step 310, script process 18a starts the script. In the next steps 320 and 410, a connection is established between the script process 18a and the pseudo operator process 18b. In step 420, the pseudo operator process 18b sends data such as an account number to the script process 18a. In step 330, script process 18a receives the data transferred from pseudo operator process 18b.

Next, in step 340 of FIG. 6, the script process 18a prompts the customer to input a password through a push line, and confirms the password using the account number as a key.

In the next step 350, the script process 18a sends a transfer command and data to the pseudo operator process 18b. In step 430, pseudo operator process 18b receives the transfer instructions and data from script process 18a. In the next step 440, the pseudo operator process 18b transfers the call and the data again to the operator terminal 20 via the application program 30 capable of controlling the CTI function, similarly to the step 240. In the next step 450, the pseudo operator process 18b notifies the script process 18a of the transfer result. The script process 18a determines in step 360 whether the transfer was successful. If the transfer has not been completed, the process returns to step 350 and the same operation is repeated. or,
If the transfer is successful, at the next step 370,
Terminate the script.

Thereafter, the operator who operates the operator terminal 20 to which the call has been transferred again receives the call after receiving the call.
A balance inquiry can be made to the customer, and further services can be continuously provided to the customer.

As described above, according to the present embodiment, the script process can confirm the information such as the personal identification number that the human operator does not want to hear, so that the blind information can be protected. it can.

In this embodiment, when returning from the operator to the voice response apparatus, the call is transferred not to the line 16 where the call was received first but to another line 18. The data may be transferred to the same line 16.

[0030]

As described above, according to the present invention,
A telephone call and data can be exchanged between the operator and the voice response device, and the call received by the voice response device can be sent to a human operator together with the data, and then returned to the voice response device. Therefore, for example, for blind information etc. that you do not want to be heard by a human operator,
The blind information can be protected by returning to the voice response device.

[Brief description of the drawings]

FIG. 1 is a configuration diagram schematically showing a telephone line control device to which the present invention is applied.

FIG. 2 is an explanatory diagram showing a process configuration of a voice response device and a server according to the present invention.

FIG. 3 is a flowchart showing the flow of a script process and a pseudo operator process in the embodiment.

FIG. 4 is a flowchart showing the flow of a script process and a pseudo operator process in the embodiment.

FIG. 5 is a flowchart showing the flow of a script process and a pseudo operator process in the embodiment.

FIG. 6 is a flowchart showing the flow of a script process and a pseudo operator process in the embodiment.

FIG. 7 is a block diagram showing a registration table structure for an application program capable of controlling a CTI function;

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 10 ... Private branch exchange (PBX) 12 ... Public line 14 ... Voice response apparatus 16, 18 ... Line 16a, 18a ... Script process 16b, 18b ... Pseudo operator process 20, 22 ... Operator terminal 24 ... Server 26 ... Line for controlling CTI 28 LAN 30 Application program capable of controlling CTI function

──────────────────────────────────────────────────続 き Continuation of the front page (56) References JP-A-2-117255 (JP, A) JP-A-3-145860 (JP, A) JP-A 5-292207 (JP, A) 500071 (JP, A) (58) Field surveyed (Int. Cl. ⁷ , DB name) H04M 3/42-3/60

Claims (4)

(57) [Claims] And 1. A private branch exchange, a voice response unit, a telephone line to connect the private branch exchange and a voice response unit, and a server having a built-in computer and telephone can control function for exchanging information with application program , Human
In a telephone line controller having an operator terminal operated by a perlator , a call and data are operated as if by a human operator.
That pseudo operator process is resident on said server, the pseudo operator processes registered Similar to the process for human operators to the application program, two-way between the pseudo operator processes and process for the operator and the application program By communicating, the call received by the voice response device is decompressed.
Data to the operator terminal together with the
Pseudo operator processing for blind information that you do not want to know
To the operator terminal for call and data transfer again.
Telephone line control device is characterized in that so as to return the over data. 2. The call and data transfer of claim 1, wherein:
Is performed using the application program.
Telephone line control device, characterized in that that. (3) The voice response device according to claim 1 or 2,
Station is provided independently of the private branch exchange, and
The device and the server are connected via a network,
Between the answering device and the server by the network
A telephone line control device for bidirectional communication. (4) In any one of claims 1 to 3,
The blind in conjunction with the pseudo operator process
A script process for processing information is provided by the voice response device.
Telephone line control device, which is built into the device.
Place.