JP4519962B2 - Communication control system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a communication control system for connecting a call received from a customer to an operator selected from a plurality, and in particular, connecting a call received from a customer to an operator selected from a plurality. COMMUNICATION CONTROL METHOD, COMMUNICATION CONTROL DEVICE, AND COMPUTER-READABLE RECORDING MEDIUM RECORDING COMPUTER PROGRAM FOR THE COMMUNICATION CONTROL DEVICE About.
[0002]
[Prior art]
Calling an incoming call from a customer is connected to an operator selected from a plurality of calls, and handling the customer is called inbound. There are cases where there is no operator who can handle the inbound. This occurs at a peak time when an inbound call occurs more than the capacity of an answering resource such as the number of operators and the number of lines on the operator side connected to the public line. Hereinafter, the case where there is no operator who can deal with such a situation is referred to as a peak time.
[0003]
[Problems to be solved by the invention]
Conventionally, in response to the peak time, there is a mechanism in which a customer waits while holding a call while playing a holding sound until an operator has a vacancy and can respond. However, customers can't wait on hold, the customer hangs up and loses business opportunities.
[0004]
In addition, there is a problem in service because a telephone charge is generated for the customer during the hold. Alternatively, in a system in which telephone charges are charged on the receiving side, such as toll-free numbers that are serviced by NTT, telephone charges are incurred on the receiving side during such a hold, which increases the cost costs. There's a problem.
[0005]
In order to cope with this, there is a method of retrieving the customer's telephone number and calling back later. For example, after the customer's own telephone number is recorded by the voice mail device of the IVR (interactive voice response) device, the customer hangs up the call for the time being, and then the operator calls back when the operator becomes available. Be taken.
[0006]
However, even if the callback is made in this way, the customer may already be absent. In particular, the number of customers waiting for callback and the communication time of the operator during communication are indefinite, so the callback time is uncertain and it is difficult to expect customers to wait for callback. is there.
[0007]
The present invention has been made in order to solve the above-mentioned conventional problems. When a call received from a customer is connected to an operator selected from a plurality of operators, the service to the customer when there is no connectable operator or An object of the present invention is to provide a communication control system capable of suppressing an increase in charged telephone charges.
[0008]
[Means for Solving the Problems]
  First, the communication control method according to the first invention of the present application is a communication control method for connecting a call received from a customer to an operator selected from a plurality of calls, wherein the call is received via an IP switch network. If there is no operator that can be connected at the time of an incoming call, the time until the connectable operator is predicted is predicted, the predicted time is automatically transmitted to the customer, and communication is maintained until an operator who can respond is available. If the customer's caller ID can be detected when the callback is selected, the callback destination is Confirm with the customer whether the caller telephone number by the caller ID is acceptable, and if the customer's caller ID cannot be detected or the customer is different from the caller ID If you wish to call back to the telephone number, to answer the call back destination desired by the customer to customer, to save these answersAnd at least one for each operator, each operator group, and each skill of the operator who can provide the service requested by the customer in the same time order as in the waiting time for holding the communication and waiting for the callback. If there is an operator who can respond to the hold queue provided for each, and the operator can respond to the customer in the order of the hold queue, the connection of the held communication or the callback is automatically performed. DoBy doing so, the above-mentioned problems are solved.
[0010]
  Next, a communication control device according to a second invention of the present application is a communication control device for connecting a call received from a customer via an IP switch network to an operator selected from a plurality, and is connected when an incoming call is received. If there is no operator available, a time prediction device that predicts the time until a connectable operator can be created and waits while maintaining communication until an operator who can respond while automatically transmitting the prediction time, or Once the communication is disconnected and the operator chooses whether to call back from the operator, or when the callback is selected, if the caller ID of the customer can be detected, the callback destination is the caller with the caller ID. Confirm with the customer whether the phone number is acceptable, and if the customer's caller ID cannot be detected or the customer calls a phone number different from the caller ID If you wish to click includes interactive voice response to answer the call back destination desired by the customer to a customer, the callback information storage device for storing these answersAt least one for each operator, for each operator group, and for each skill of an operator who can provide a service requested by a customer, in order to put the waiting for communication holding and waiting for the callback in the order of occurrence. A plurality of hold queues provided for each, and when an operator who can respond is made, in order of the hold queue, so that the operator can respond to the customer, the connection of the held communication or the callback AutomaticallyBy doing so, the above-mentioned problems are solved.
[0011]
Furthermore, a computer-readable recording medium according to a third aspect of the present invention is a computer-readable recording medium storing a computer program for realizing the time predicting device, the automatic voice response device, and the callback information storage device according to the second aspect. By providing a possible recording medium, the above-mentioned problems are solved.
[0012]
The operation of the present invention will be briefly described below.
[0013]
In the present invention, when a call received from a customer is connected to an operator selected from a plurality of operators, if no operator is available, the time until a connectable operator is made is predicted. Then, the predicted time is automatically transmitted to the customer by using an IVR device. In addition, after confirming the predicted time, the customer is made to answer whether he / she waits while holding the communication until an operator who can deal with it or disconnects the communication and calls back from the operator side.
[0014]
When the caller is selected, if the caller ID of the customer can be detected, the customer is confirmed whether the call back destination is a caller telephone number based on the caller ID. Then, when the caller ID of the customer cannot be detected, and when the customer desires a callback to a telephone number different from the caller ID, the customer is made to answer the callback destination desired by the customer.
[0015]
Since the estimated time is communicated, it is easy for the customer to decide whether to hold the communication and wait or have the customer call back. For example, if the prediction time is short, the customer may determine that there is little problem in terms of waiting time and telephone charges that occur during that time even if the customer keeps communication.
[0016]
In addition, even when the customer determines to have a call back, the customer can estimate the time to be called back based on the predicted time transmitted in advance. Therefore, it can be expected that the possibility that the customer is absent at the callback time is reduced.
[0017]
Note that the present invention is not limited to this, but when waiting for communication to be held as described above or when the operator selects whether to call back from the operator side, these communication holding waits and callbacks The customer may be automatically explained by using an IVR device. In the explanation, particularly when explaining the callback, the estimated time to be called back, which is obtained based on the above-mentioned estimated time and the current time, may be transmitted to the customer. If the predicted time is transmitted, it becomes easy for the customer to wait for the callback, and the possibility that the customer is absent can be expected to decrease.
[0018]
In addition, the present invention is not limited to this, but when connecting to a customer by callback, for example, an IVR device is automatically used to automatically transmit the time when the customer first received an incoming call to the customer. You may make it do. According to this transmission, the customer's impression can be improved as a consideration of customer service.
[0019]
When viewed from the operator at the time of connection to the operator, the customer is almost in the same state whether he / she waits with communication held or calls back. Therefore, if the customer waits while holding the communication is called a “hold state” of the call, in the present invention, the state where the customer is waiting for the callback is called a “virtual hold state” of the call. You can also.
[0020]
As described above, according to the present invention, when a call received from a customer is connected to an operator selected from a plurality of operators, when there is no connectable operator, the service for the customer is reduced or the charged telephone fee is increased. Can be suppressed.
[0021]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
[0022]
FIG. 1 is a block diagram showing a configuration of an embodiment to which the present invention is applied.
[0023]
As illustrated, the present embodiment is configured as a network CTI server 30. In the network CTI server 30, the routing function unit 32 includes a routing instruction device 46, a routing algorithm device 47, and an answering resource management system 48. The telephony interface function unit 33 includes a transmission instruction device 44, a data output device 52, interfaces 56 to 58, a callback time prediction algorithm device 65, a hold queue device 66, and an IVR device 67. Has been.
[0024]
Here, the time prediction device of the present invention corresponds to the callback time prediction algorithm device 65 in the present embodiment. The automatic voice response device corresponds to the IVR device 67. The callback information storage device corresponds to the hold queue device 66 or the like.
[0025]
In the present embodiment, there is a communication network such as the public network 10 and the Internet 20 outside the network CTI server 30. Such communication networks include intelligent networks or IP switch networks. The network CTI server 30 exchanges signals with such a communication network owned by a telecommunications carrier and controls routing and the like in the communication network.
[0026]
As devices connected by the interface 57, an ACD (automatic call distributor) device 71, which is one of telephony devices, and a desktop PC device 63 used by an operator are provided. Further, a customer DB (data base) 80 stores customer information from various locations by the call center operator, and stores a variety of information beyond information such as customer names and customer phone numbers. .
[0027]
Note that the ACD device 71 is not limited to a circuit switching type, and may be an apparatus applying an IP network technology called Internet PBX or Internet ACD.
[0028]
The ACD device 71 and the desktop PC device 63 are arranged in a call center where an operator is located. The customer DB 80 may be located in a call center where an operator is located, but may be located in a remote place away from the call center. In addition, the network CTI server 30 exchanges information with the operator via the ACD device 71 and the desktop PC device 63 or the interface 57 owned by each operator.
[0029]
The interface 58 is used for a destination customer name (name or corporate name), a destination telephone number, a destination management code used for linking with information in the customer DB 80, and a call routing process after connection. Information such as customer information (for example, information indicating the importance of correspondence) is received from the customer DB 80 or accumulated.
[0030]
The answering resource management system 48 has a function of monitoring the operator status. Specifically, it has a function of monitoring the skill and skill level of the operator, the availability situation (the situation that can be handled at that time), and the availability of the operator.
[0031]
Hereinafter, in this embodiment, the routing operation in the public line network 10 and the Internet 20 will be described.
[0032]
In recent years, providers of public lines including not only telephone lines but also data lines (hereinafter referred to as carriers) have added advanced service functions to signaling networks for controlling public lines, and have become intelligent networks. (Intelligent network; hereinafter referred to as IN). For example, in an overseas carrier such as US AT & A and BT in the UK, a public line user connects to a signal network conforming to a communication protocol called CCSS7 from the outside, and at least a part of the public line Can be controlled.
[0033]
If such IN is used, there is a possibility that a public line, for example, a telephone line can be freely controlled as if it is a private line handled by PBX (private branch exchange). For example, there is a possibility that routing on the public line side can be controlled on the user side, and there is a possibility that it can be controlled like routing on the premises by PBX. This routing means that the connection destination of the local exchange or, in some cases, the circuit exchange of the toll exchange is controlled by controlling the connection destination of the connection call. Alternatively, routing in PBX is control of the connection destination of circuit switching in PBX on the premises.
[0034]
In Japan, NTT is opening up local exchanges. NTT provides common functions constituting services in the local exchange as function menus. A public line user connects to an NTT common line signal network from an external control device having the function of a service control station (service control point), and uses such a function menu via the common line signal network. can do.
[0035]
In this case, the interface between the common line signal network and the service control station, that is, the interface from the user to the common line signal network is based on an international standard interface called INAP. The user transmits an INAP operation (INAP control command) from the service control station via the common line signal network to the local exchange and operates a corresponding function menu.
[0036]
Therefore, in the inbound of this embodiment, the call from the customer is routed to the public line by the control by the equipment outside the call center, and can be distributed to the call center operators and operator groups. Therefore, many functions of ACD can be provided on the public line side, and equipment having functions corresponding to ACD or the like can be installed outside the call center.
[0037]
In this embodiment, when a call sent from a customer is connected to the operator, and further, when a call sent by dialing automatically from the network CTI server 30 side is connected to the operator. The network CTI (computer telephony integration) server 30 can control the communication device used by the operator and the routing of the operator group to the ACD, for example. The routing control on the public line side is performed by an INAP public line control command provided from the public line side via the common line signal network 14.
[0038]
In this embodiment, INAP conforming to the international standard is used as a communication protocol between the network CTI server and the common line signal network. However, the present invention is not particularly limited to the INAP protocol. That is, other protocols may be used as long as control signals (control information including public line control commands) can be exchanged between the network CTI server and the common line signal network without any problem.
[0039]
In this embodiment, the public line control command is used in this way. However, the present invention is not limited to such an application.
[0040]
For example, an IP switch network may be used instead of the public line network. Alternatively, for example, the network CTI server 30 is arranged on the premises, and a call from a customer is connected to an operator or an operator group by the ACD device 71 within the scope of the premises. The effect can be obtained by applying. That is, the present invention can be applied to most inbound call centers.
[0041]
Hereinafter, the operation of this embodiment will be described.
[0042]
  First, since a customer desires some service to the network CTI server 30 via the public network 10 or the Internet 20, a call is made to an operator or an operator group managed by the network CTI server 30. appear. Then, if the customer's dialing destination is the telephone number of the operator or operator group managed by the network CTI server 30 registered in advance on the public network 10 side, the occurrence of this call and the dialing destination of the call Is sent from the public network 10 side to the network CTI server 30. Note that there may be a plurality of telephone numbers registered in the public network 10 as described above.As described above, the Internet 20 serving as the call path includes an intelligent network and an IP switch network.
[0043]
When the notification is received, the answering resource management system 48 of the network CTI server 30 confirms whether the operator or operator group of the telephone number of the notification is free.
[0044]
In the case of an idle state, the public line network 10 is controlled so that the customer's call is routed to the operator or operator group of the telephone number of the notification. The routing control on the public line side is performed by an INAP public line control command that is provided from the public line side and passes through the common line signal network included in the public line network 10. Further, if the routing destination is an operator group, the call is individually distributed to the operators by the ACD device 71 of the operator group. Such routing is performed around the routing function unit 32.
[0045]
If it is not an empty state, the callback time prediction algorithm device 65 first predicts the time until a connectable operator is made. Further, routing control in the public line network 10 and the Internet 20 is provided via the common line signal network included in the public line network 10 provided from the public line side so that the call from the customer arrives at the IVR device 67. Performed by INAP public line control command.
[0046]
Then, an IVR (interactive voice response) device 67 automatically transmits the predicted time to a customer connected through the interface 56 via the public network 10. Further, the IVR device 67 allows the customer to answer whether he / she waits while holding the communication until he / she can respond, or disconnects the communication and calls back from the operator side. In addition, when the callback is selected, if the customer's caller ID can be detected, the IVR device 67 confirms with the customer whether or not the call back destination is a caller telephone number based on the caller ID. Then, if the customer's caller ID cannot be detected, and if the customer wishes to call back to a telephone number different from the caller ID, the IVR device 67 answers the customer's desired callback destination to the customer. Let The IVR device 67 stores these answer results in the hold queue device 66 via the interface 56.
[0047]
If the customer's telephone is a push phone type (tone type), these selections and callback destination telephone numbers can be entered with the push buttons on the telephone. Moreover, even if the customer's telephone is a pulse type, such an input is made with a dial or push button of the telephone. Alternatively, these selections and callback destination telephone number input may be performed by voice input from the customer while the IVR device 67 responds. In this case, an IVR device 67 having a voice recognition function may be used.
[0048]
In the IVR device 67, in this embodiment, as an example, responses are made in the order of A1 to A3 as follows. Also, the answer result obtained during the response is temporarily stored in the IVR device 67. If necessary, data based on the answer result is stored in the hold cue device 66 or storage means that can be referred to by information in the hold cue device 66.
[0049]
(A1) After the greeting and explanation that the operator is crowded, the prediction time by the callback time prediction algorithm device 65 is told, and after the prediction time has elapsed from the current time, the prediction is that the operator can respond. Explain that.
[0050]
(A2) Each of the waiting for communication holding and the waiting for callback will be described, and the customer is prompted to select and input one of them.
[0051]
(A3) If the customer chooses to wait for callback, if the caller ID is already known by the system that automatically collects the caller ID (customer's phone number), is it OK to call back to that phone number? Ask the customer whether or not to enter the answer result. If the caller ID is not known, or if the customer does not want a call back to the phone number found from the caller ID, explain that the caller's phone number is heard from the customer, and the phone number Prompt for input and ask for input.
[0052]
Note that A3 may also be performed when the customer selects waiting for communication. Then, even if the communication line that is held is cut off, it can be handled from the call center side. Alternatively, when the predicted time obtained by the callback time prediction algorithm device 65 is equal to or longer than a predetermined time, the above A3 may be performed even when the customer selects waiting for communication.
[0053]
If not in the idle state, after this A1 to A3, it is not distinguished between waiting for communication and waiting for callback. Together.
[0054]
FIG. 2 is a schematic diagram showing the concept of the hold cue device 66 of this embodiment.
[0055]
In this figure, symbol A indicates the fetching of data indicating a hold call or virtual hold call to the hold queue device 66 waiting for communication holding or waiting for a callback. Symbol B indicates the extraction of data indicating a held call or a virtual held call when a vacancy occurs in the operator. Then, the operator corresponding to the data corresponding to the data indicating the retrieved hold call or virtual hold call is released by canceling the holding of the communication or performing the callback so that the empty operator is connected, so that the operator can respond. Become.
[0056]
In this figure, a circle mark written in the hold queue device 66 indicates a call waiting for communication holding, that is, a call on hold waiting for actually holding communication. Also, the slashes filled with diagonal lines indicate a call waiting, that is, a virtual hold call to which communication is not connected. In the hold queue device 66 of this figure, neither the circle mark nor the hatched circle mark is distinguished, and thus waiting for communication holding and waiting for callback are not distinguished, and the hold queue device 66 is in order of occurrence time. Is taken in.
[0057]
Further, the data indicating the hold call or the virtual hold call stored in the hold queue device 66 is data indicating whether the call is waiting for communication holding or callback, respectively, and the network CTI server 30 receives a call from a customer. Data related to the call, such as data indicating the time when the call is received and data of the customer telephone number of the callback destination. Alternatively, at least the location of the data and information data necessary for the search are included so that data relating to the corresponding call can be referred to.
[0058]
Such a hold / queue device 66 is provided in common for waiting for communication and waiting for callback. However, a plurality of hold queue devices 66 are provided for each operator, each operator group, and each operator skill capable of providing the service requested by the customer, and the waiting order is managed independently for each hold queue device 66. You may be able to do it.
[0059]
When a vacancy occurs in the operator, the answering resource management system 48 detects the vacancy and transmits the detection to the hold queue device 66. Then, the hold queue device 66 takes out the data indicating the corresponding held call or virtual hold call as described above as indicated by symbol B in FIG. 2, and connects the customer to the corresponding empty operator.
[0060]
When the data indicating the retrieved held call or virtual held call is actually data indicating a held call, the held communication is transferred by the routing function unit 32 to a predetermined operator in the public line network 10. At the time of the transfer, if the transfer destination is an operator group, the ACD device 71 is also controlled.
[0061]
Alternatively, when the data indicating the extracted held call or virtual hold call is actually data indicating a virtual hold call waiting for a callback, the call can be called back to the customer with the call instructing device 44 as a center and the customer can be received. In this case, the incoming call communication is routed in the public network 10 by the routing function unit 32 and connected to a predetermined operator. At the time of the connection, if the transfer destination is an operator group, the ACD device 71 is also controlled.
[0062]
In the unlikely event that the customer does not respond to the call placed by the customer at the time of callback, that is, when the customer is absent or busy, the user may call back again. In order to call back again in this way, for example, an operation of returning the virtual hold call to the callback queue may be automatically performed.
[0063]
As described above, according to the present embodiment, the present invention can be effectively applied. Therefore, when a call received from a customer is connected to an operator selected from a plurality, it is possible to suppress a decrease in service to the customer or an increase in a charged telephone fee when there is no connectable operator.
[0064]
【The invention's effect】
According to the present invention, when a call received from a customer is connected to an operator selected from a plurality, it is possible to suppress a decrease in service to the customer or an increase in a charged telephone fee when there is no connectable operator. .
[0065]
Also, the application of the present invention has the effect of significantly reducing the number of calls that are held for a long time, so that it is possible to greatly save telephone charges.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of an embodiment to which the present invention is applied.
FIG. 2 is a schematic diagram showing the concept of a hold cue device 66 according to the present embodiment.
[Explanation of symbols]
10. Public network
20 ... Internet
30 ... Network CTI server
32 ... Routing function part
33 ... Telephony interface function section
44 ... Transmission instruction device
46. Routing instruction device
47. Routing algorithm device
48 ... Answering resource management system
52. Data output device
56, 57, 58 ... Interface
63 ... Desktop PC device
65 ... Callback time prediction algorithm device
66. Hold cue device
67 ... IVR equipment
71 ... ACD device
80 ... Customer DB

Claims (3)

In a communication control method for connecting a call received from a customer to an operator selected from a plurality of operators,
The incoming call is via an IP switch network,
If there is no operator that can be connected at the time of incoming call, predict the time until the operator that can be connected,
Automatically communicates the estimated time to the customer,
Wait until the operator is able to handle the communication or wait until the communication is completed, or disconnect the communication and call back from the operator side. When the callback is selected, the caller ID of the customer can be detected. In this case, the customer confirms whether or not the call back destination is a caller telephone number based on the caller ID. If the customer caller ID cannot be detected, or the customer calls back to a phone number different from the caller ID. , Ask the customer to answer the customer ’s desired callback destination,
While saving these response results ,
Waiting for communication hold and waiting for callback are the same in the order of occurrence, at least for each operator, for each operator group, and for each skill of an operator who can provide the service requested by the customer Put it in the hold queue
A communication characterized in that, when an operator who can respond is established, the held communication is automatically connected or called back so that the operator can respond to the customer in the order of the hold queue. Control method. A communication control device for connecting a call received from a customer via an IP switch network to an operator selected from a plurality of operators,
If there is no operator that can be connected at the time of incoming call, a time predicting device that predicts the time until a connectable operator is made, and
While automatically transmitting the estimated time, the customer can select whether to wait while maintaining communication until a capable operator is available, or to disconnect the communication and call back from the operator side. At the time of selection, if the caller ID of the customer can be detected, the customer is confirmed whether the callback destination is a caller telephone number based on the caller ID, and the customer caller ID cannot be detected Automatically requesting a call back to the telephone number different from the caller ID, an automatic voice response device that causes the customer to answer the callback destination desired by the customer;
A callback information storage device for storing these answer results ;
At least one for each operator, for each operator group, and for each skill of an operator who can provide a service requested by a customer, in order to put the waiting for communication holding and waiting for the callback in the order of occurrence. A plurality of hold cues provided in the
A communication characterized in that, when an operator who can respond is established, the held communication is automatically connected or called back so that the operator can respond to the customer in the order of the hold queue. Control device. The computer-readable recording medium which recorded the computer program which implement | achieves the said time prediction apparatus of Claim 2 , the said automatic voice response apparatus, and the said callback information storage apparatus.

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