JP3456922B2 - Receiver agency - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reception agent apparatus, and more particularly, to a reception agent apparatus having a reception agent center for making a time contract with a customer and receiving a telephone call from a caller to the customer on behalf of the customer. .

[0002]

2. Description of the Related Art FIG. 3 is a block diagram showing a conventional reception proxy device.

As shown in FIG. 3, the conventional reception agent device is as follows.
It has a reception agent center 1 for receiving a telephone call made from a caller 2 to a customer 3 via a telephone network 4 and receiving the call on behalf of the customer 3.

The reception agency center 1 has a telephone 12 for receiving various requests transmitted from a caller through the exchange 11, a receiving unit 32 for receiving a transfer signal from the telephone 12, and a customer data input process. Customer data storage unit 21 for storing the customer data input by the
Customer data storage unit 2 in response to the input of the transfer signal at
1 to call the customer data corresponding to the transfer signal,
An incoming call information display unit 33 displayed as a reception display 41, and a data input / output processing unit 34 including a word processor, for example.
And has a daily report history input means 4 for creating daily report history data.
2, a daily report history data storage unit 22 for storing the daily report history data input from the daily report history input unit 42, and a daily report output for outputting the daily report history data stored in the daily report history data storage unit 22 to the customer 3. And a section 51.

In the conventional reception agent device having such a configuration, the customer 3 receives various requests such as an order from the sender 2 outside the reception request time during the daytime on weekdays, but receives at night. At the request time, various requests from the sender 2 are transferred to the reception proxy center 1 via the public line network 4 having a transfer function. The various requests transferred from the caller 2 are received by the telephone 12 through the exchange 11 of the reception agency center 1, and the receiving unit 32 inputs the transfer signal from the telephone 12 and the telephone number of the incoming call is used. Corresponding customer data, for example, the customer name and business content of the customer 3 are called from the customer data storage unit 21,
3 displays these customer data as a reception display 41.

Then, the operator responds to the call by the caller 2 based on the displayed customer data, and inputs data by the data input / output processing unit 34 of the daily report history input means 42 to create daily report history data. . The daily report history data is stored in the daily report history data storage unit 22 and transmitted to the customer 3 via the daily report output unit 51.
Further, the customer data stored in the daily report history data storage unit 22 is totaled in a period based on the contract and is transmitted to the customer 3 as a monthly report, for example, every month. Further, the reception agency center 1 charges the customer 3 a fee according to the number of receptions.

[0007]

By the way, in the above-mentioned conventional reception agent device, when the telephone call made to the customer 3 is received, whether the arrival time is within the request time based on the contract with the customer 3 is determined. It cannot be determined unless the reception display 41 displayed on the incoming call information display section 33 is read, and when a large number of customers are contracted, the request time differs depending on the customer. Therefore, if the reception agent center 1 does not read the incoming call indication 41 and makes a call unnecessarily, the call may be answered outside the requested time. In this case, the customer is charged for the number of receptions outside the requested time. Will be wasted and will be wasted.

On the other hand, while the caller display 41 is being read, the caller 2 is made to wait, which causes a delay in response, leading to a drop in service as the reception agent center 1, which is disadvantageous to the customer and cancels the contract. There was also a possibility that it could cause.

The present invention has been made in view of the actual situation in the prior art as described above, and an object thereof is to promptly and accurately determine whether or not the incoming time is within the requested time when the incoming call is received at the reception agent center. It is to provide a reception agent device capable of performing the above.

[0010]

In order to achieve this object, the present invention has a reception agent center which receives a call from a caller to a customer, which is transferred and received on behalf of the customer. Is a receiving unit for inputting a transfer signal of the telephone, a customer data storage unit for storing customer data regarding the customer, and the transfer from the customer data storage unit in response to the input of the transfer signal for the receiving unit. A reception information center for calling and displaying customer data corresponding to a signal, wherein the customer data includes request time data for requesting the reception agent center to perform reception. To
Based on the customer data, a determining unit that determines whether the incoming time when the transfer signal is input to the incoming call unit is within the requested time, and the determining unit determines whether the incoming time is within the requested time. In response to the request, the first identification display is displayed on the incoming call information display unit, and the second is displayed on the incoming call information display unit in response to the determination unit determining that the incoming time is outside the requested time. The identification display means for performing the identification display is provided. According to the present invention configured as described above, when a telephone call made from a caller to a customer is transferred and a call signal of the call is input to the receiving section, the transfer is transferred to the receiving section based on the customer data by the discrimination means. It is determined whether the arrival time when the signal is input is within the requested time. When the discrimination means discriminates that the arrival time is within the requested time, the identification display means displays the first identification on the incoming information display section, while the discrimination means determines that the arrival time is the requested time. When it is determined that it is outside, a second identification display is displayed on the incoming call information display section by the identification display means. As a result, when the operator receives a call at the reception center,
It is possible to quickly and accurately determine whether the arrival time is within the requested time.

[0011]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of a reception proxy device of the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing an embodiment of a reception proxy device of the present invention, and FIG. 2 is a flow chart showing a processing procedure of the reception proxy device of FIG. The same components as those shown in FIG. 3 described above are designated by the same reference numerals. That is, 1 is a receiving agent center, 2 is a sender, 3 is a customer, 4 is a public line network, 11 is an exchange, 12 is a telephone, 21 is a customer data storage unit, 22 is a daily report history data storage unit, and 31 is customer data. Input processing unit, 32 is an incoming call unit, 33 is an incoming call information display unit, 34 is a data input / output processing unit, 41 is reception display, 4
Reference numeral 2 is a daily report history input means, and 51 is a daily report output unit.

As shown in FIG. 1, the reception agent apparatus of the present embodiment determines whether or not the reception time at which a transfer signal is input to the reception unit 32 in the reception agent center 1 based on customer data is within the requested time. A determination means, for example, the time determination processing part 70, and the incoming call information display part 33 in response to the determination means determining that the incoming time is within the requested time.
To the first identification display, and the second identification display to the incoming call information display section 33 in response to the determination means determining that the arrival time is outside the requested time, For example, the time determination processing unit 70 is provided.

Further, the first identification display by the time discrimination processing unit 70 consists of a first screen color displayed on the incoming call information display unit 33, for example, a screen background color is gray and the customer name is blinking red, and The second identification display is a second screen color different from the first screen color, for example, a screen background color is dark gray,
The customer name is blue.

In this embodiment, the customer 3 accepts various requests such as an order from the sender 2 outside the reception request time during the daytime on weekdays. Are transmitted to the reception proxy center 1 via the public line network 4 having a transfer function. Various requests transferred from the caller 2 are received by the reception agency center 1
Is received by the telephone 12 through the exchange 11 of
2 inputs the transfer signal from the telephone 12, calls the corresponding customer data from the customer data storage section 21 from the telephone number of the incoming call, and the incoming call information display section 33 displays these customer data as a reception display 41. . The customer data can be input and corrected by the customer data input processing unit 31, and at least includes the incoming call number, the customer name, and request time data for requesting the reception agency center 1 to perform reception on behalf of the customer.

Then, the operator responds to the call of the sender 2 based on the displayed customer data, and inputs data by the data input / output processing unit 34 of the daily report history input means 42 to create daily report history data. . The daily report history data is stored in the daily report history data storage unit 22 and transmitted to the customer 3 via the daily report output unit 51.
Further, the customer data stored in the daily report history data storage unit 22 is totaled in a period based on the contract and is transmitted to the customer 3 as a monthly report, for example, every month.

From the incoming call at the reception agency center 1 to the reception display 41 are processed as follows.

First, when a telephone call from the caller 2 is connected to the exchange 11 via the public line network 4 in step S1, the telephone 12 receives the call. In response to this, the receiving unit 32
As the process J1, the called telephone number shown in the data D1 is acquired, and the incoming time shown in the data D2 is calculated. Next, as process J2, the incoming telephone number is compared with the customer data stored in the customer data storage unit 21, and the requested time data shown in the data D3 and the customer name shown in the data D4 are read out. Then, the time determination processing unit 70 of the incoming call unit 32 compares the incoming time and the requested time data as the process j3, and if it is determined that the incoming time is within the requested time, the first screen color shown in the data D5. When it is determined that the incoming time is outside the requested time, the second screen color shown in the data D6 is output. In response to this, the incoming call information display unit 33 performs the reception display 41 as the process J4. That is, when the incoming time is within the requested time, the incoming call information processing unit 33 displays the screen background color in gray and the customer name in blinking red, and when the incoming time is outside the requested time, the screen background color is displayed. Is displayed in dark gray and the customer name is displayed in blue.

In the embodiment configured as described above, when an operator receives a call at the reception agent center, the operator can quickly and accurately determine whether the arrival time is within the requested time. In particular, by displaying the screen display of the incoming call information processing unit 33 in different colors when the incoming time is within the requested time and when it is outside the requested time, the operator can make a request without reading the received data. It is possible to quickly determine whether or not the incoming call is within the time. As a result, it is possible to prevent reception outside the requested time, eliminate unnecessary cost loss, and speed up the response to the caller 2 to improve the service.

[0020]

Since the invention according to claim 1 of the present invention is configured as described above, when the operator receives a telephone call at the reception agency center, it is promptly and accurately determined whether the time of the incoming call is within the requested time. can do. Further, since the invention according to claim 2 of the present invention is configured as described above, the screen display of the incoming call information processing unit indicates when the incoming time is within the requested time and when it is outside the requested time. By displaying in different colors, the operator can quickly determine whether or not the incoming call is within the requested time without reading the received data.

As a result, it is possible to prevent reception outside the requested time, eliminate unnecessary cost loss, and speed up the response to the caller to improve the service.

[Brief description of drawings]

FIG. 1 is a configuration diagram showing an embodiment of a reception agent device of the present invention.

FIG. 2 is a flowchart showing a processing procedure of a reception proxy device of FIG.

FIG. 3 is a configuration diagram showing a conventional reception proxy device.

[Explanation of symbols]

1 Reception agency center 2 sender 3 customers 4 public network 11 exchanges 12 telephones 21 Customer data storage 22 Daily report history data storage 31 Customer Data Input Processing Section 32 Receiver 33 Arrival information display 34 Data input / output processing unit 41 Reception display 42 Daily report history input means 51 Daily report output section 70 Time determination unit

─────────────────────────────────────────────────── ─── Continuation of the front page (72) Inventor Kimiyoshi Hayasaka 1-6 Kandanishikicho, Chiyoda-ku, Tokyo Hitachi Building Systems Co., Ltd. (72) Tokuzo Kubo 1-6-6 Kandanishiki-cho, Chiyoda-ku, Tokyo Inside Hitachi Building System (56) Reference JP-A-6-197164 (JP, A) JP-A-5-316229 (JP, A) (58) Fields investigated (Int.Cl. ⁷ , DB name) H04M 3 / 42-3/58

Claims (2)

(57) [Claims] 1. A reception agent center for receiving a call sent from a caller to a customer on behalf of the customer, wherein the reception agent center receives a call transfer signal from the caller, and A customer data storage unit that stores customer data regarding a customer, and an incoming call information display unit that calls and displays customer data corresponding to the transfer signal from the customer data storage unit in response to the input of the transfer signal by the receiving unit. In addition to the above, the customer data is a reception agency center including request time data for requesting the reception agency center to perform reception, wherein the reception agency center sends the transfer signal to the receiving unit based on the customer data. Determination means for determining whether or not the input incoming time is within the requested time, and that the incoming time is within the requested time by this determining means A first identification display is displayed on the incoming call information display section according to the determination, and a first identification display is displayed on the incoming call information display section according to the determination means determining that the incoming time is outside the requested time. 2. A reception proxy device comprising identification display means for displaying the identification display of 2. 2. The first identification display is a first screen color displayed on the incoming call information display unit, and the second identification display is a second screen color different from the first screen color. The reception agent device according to claim 1, wherein the reception agent device is formed of a screen color.