JP4385229B2 - Connection management server, call center reconnection management method, and call center reconnection management program - Google Patents

Description

  The present invention relates to a connection management server, a call center reconnection management method, and a call center reconnection management program, and in particular, a connection for notifying a congestion state by notifying a waiting time and preferentially connecting with an operator when reconnected. The present invention relates to a management server, a call center reconnection management method, and a call center reconnection management program.

  Conventionally, call center notification and callback functions are common in call centers. However, in this case, since the connection is managed under the initiative of the call center, it is not always convenient for the user. Further, when the call center receives many incoming calls in the conventional system, the customer waits for connection to the operator. Thus, while the customer is waiting for a connection, the customer and the PBX (private branch exchange) in the call center remain connected, and if the number of incoming calls is greater than the number of calls handled by the operator, Congestion can occur. When congestion occurs, it may be considered that the incoming / outgoing calls other than those for the call center are also affected, which may have a great adverse effect on the telephone network.

  In Patent Document 1, when an ID number and a scheduled reception time are allocated to the number of surplus calls that can be accepted in a quiet period, and the number of waiting queues for connection is larger than the number of voice automatic answering device guidance queues, The scheduled reception time is notified, and the customer waiting for connection is guided to call again in the off-season, and when this customer inputs the notified ID number, if the input ID number is the scheduled reception time, it will be preempted A call reception method, a call center device, a program, and a program recording medium thereof have been proposed that are connected to an operator telephone so that the waiting time of a customer is reduced and a high operator operation rate is achieved.

  In Patent Document 2, when the respondent of the call center cannot respond, the customer is shown the number of waiting for connection, the estimated waiting time, etc. to the customer, whether the customer waits for the respondent as it is, A call center reception method, method, and reception program have been proposed that enable selection of whether or not to disconnect, so that subsequent operations can be selected according to the customer's own intention and can greatly contribute to improvement of customer service.

  In Patent Document 3, when a plurality of terminal devices for telephone operators are not available, a priority connection ticket is issued to a customer's telephone terminal that has accepted a call, and the customer's telephone terminal is based on the issued priority connection ticket. Each customer who is caused by call center congestion without increasing the number of operators by configuring the connection control to a plurality of telephone operator terminal devices with priority given to the call by the re-call when the re-call is accepted A call center system has been proposed that can reduce the labor required and provide an efficient call service to customers.

In Patent Document 4, a telephone network, a computer network, a first telephone terminal connected to the telephone network, a first electronic computer connected to the computer network, an exchange device connected to the telephone network, and an exchange device are connected. A voice guidance device, a second telephone terminal connected to the switching device, an information providing server connected to the computer network and the switching device, and a second electronic computer connected to the information providing server. When the computer issues a line connection request between the first telephone terminal and the second telephone terminal to the information providing server, the computer designates the time at which the line connection is performed, so that the time requested by the user is An exchange system that can connect a line between one telephone terminal and a second telephone terminal has been proposed.
JP 2004-172669 A JP 2003-76769 A JP 2004-297612 A JP-A-11-32121

  However, the above invention has the following problems.

  Conventionally, when a connection request exceeding the number of operators is received at a call center, the connection requester is notified of information that the line is congested, and the connection request is made to wait. At that time, the connection requester waits while holding the handset, or cancels the connection request and issues a connection request again. When waiting while holding the handset, the user cannot leave the place and is inconvenienced. In addition, when the connection request is cancelled, the end of the turn waiting is reached again, and when the congestion continues, the waiting time becomes long.

  The call reception method, call center device, program, and program recording medium described in Patent Document 1 assign an ID number and a scheduled reception time to the number of calls that can be received in a quiet period, and the connection waiting queue number is an automatic voice response. If the number is larger than the number of device guidance queues, the caller is notified of the ID number and the scheduled reception time, and the customer waiting for connection is guided to call again in the off-season, and the customer inputs the notified ID number. If the assigned ID number is the scheduled reception time, the operator is preferentially connected to the empty operator telephone, but the customer must reconnect to the notified scheduled reception time, and arbitrarily selects the time to reconnect by himself / herself. Can not do it.

  Therefore, the present invention monitors the congestion status by monitoring the queue at the time of congestion in a connection management server, a call center reconnection management method, and a call center reconnection management program using an IP network. Provide and connect to the operator in a shorter time by reducing the cost of the IP network and telephone network by returning to the connection state when the user first connected when the user reconnects to the call center The object is to propose a management server, a call center reconnection management method, and a call center reconnection management program.

The invention according to claim 1 is the customer terminal that receives a connection request from the customer terminal connected via the network to the operator terminal and transmits the connection request to the operator terminal in the connection management server that controls the connection. A connection management queue for storing the ID number, a reconnection queue for storing the ID number erased from the connection management queue before being connected to the operator terminal, and a message indicating a status available from the operator terminal When the connection management queue and the reconnection queue, the ID number at the head of the connection management queue and the reconnection queue are alternately extracted, the connection means for connecting the customer terminal corresponding to the ID number and the operator terminal, and the operator terminal When the ID number is input from the customer terminal that has transmitted a connection request, the connection management queue or the A calculating means for calculating the waiting time expected from order of the ID number in the connection queue, the notification means for notifying the waiting time calculated by the calculating means to the customer terminal corresponding to the ID number, the operator Calculate and update the expected waiting time for each ID number at predetermined time intervals for the customer terminal that maintains the connection with the connection management server in order to wait for connection to the terminal A waiting time calculating / updating means; and a waiting time renotifying means for notifying the new waiting time calculated by the waiting time calculating / updating means to the customer terminal corresponding to each ID number .

  According to a second aspect of the present invention, in the connection management server according to the first aspect, when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal, the ID number is stored in the connection management queue or Having confirmation means for confirming whether or not it is stored in the reconnection queue, and when the confirmation means does not confirm that the ID number is stored in the connection management queue or the reconnection queue, The ID number is stored at the end of the connection management queue.

Invention of Claim 3 respond | corresponds to the said customer terminal when the said ID number is not input from the said customer terminal which transmitted the connection request to the said operator terminal in the connection management server of Claim 1 or 2. characterized in that it has a generating means for generating an ID number, and a ID number notification means for notifying the ID number generated in the customer terminal by said generating means.

  According to a fourth aspect of the present invention, in the connection management server according to any one of the first to third aspects, the customer terminal corresponding to the ID number extracted from the reconnection queue is connected to the connection management server. If not, the ID number is discarded from the reconnection queue.

The invention according to claim 5 is a call center reconnection management method of a connection management server that accepts a connection request from a customer terminal connected via a network to an operator terminal and controls the connection. A connection management queue that stores an ID number of the customer terminal that has transmitted a connection request to an operator terminal, and a reconnection queue that stores the ID number deleted from the connection management queue before being connected to the operator terminal. And when receiving a message indicating an available state from the operator terminal, the head ID number of the connection management queue and the reconnection queue are alternately extracted, and the customer terminal corresponding to the ID number and the A connection step of connecting an operator terminal and the customer terminal that has transmitted a connection request to the operator terminal. When the ID number is input, a calculation step of calculating a waiting time expected from the rank of the ID number in the connection management queue or the reconnection queue, and the waiting time calculated by the calculation step is the ID A notification step of notifying the customer terminal corresponding to the number, and a predetermined time set in advance for the customer terminal maintaining the connection with the connection management server for waiting for connection to the operator terminal A waiting time calculation updating step for calculating and updating an expected waiting time for each ID number, and a notification of a new waiting time calculated by the waiting time calculation updating step to the customer terminal corresponding to each ID number And a waiting time re-notification step .

According to a sixth aspect of the present invention, in the call center reconnection management method according to the fifth aspect, when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal, the ID number is the connection management. A confirmation step for confirming whether or not the ID number is stored in the queue or the reconnection queue, and when the confirmation step does not confirm that the ID number is stored in the connection management queue or the reconnection queue, characterized in that it and a step of storing the ID number to the end of the connection management queue.

The invention according to claim 7 is the call center reconnection management method according to claim 5 or 6, wherein when the ID number is not input from the customer terminal that has transmitted the connection request to the operator terminal, the customer terminal a generation step of generating a corresponding ID number, and having a an ID number notification step of notifying the ID number generated in the customer terminal by said generating step.

  The invention according to claim 8 is the call center reconnection management method according to any one of claims 5 to 7, wherein the customer terminal corresponding to the ID number extracted from the reconnection queue is sent to the connection management server. When not connected, the method includes a step of discarding the ID number from the reconnection queue.

According to the ninth aspect of the present invention, in the call center reconnection management program of the connection management server that accepts a connection request from a customer terminal connected via a network to an operator terminal and controls the connection, the connection is made via the network. In the call center reconnection management program of the connection management server that accepts a connection request from the customer terminal to the operator terminal and controls the connection, the connection management server sends the ID number of the customer terminal that has transmitted the connection request to the operator terminal And a reconnection queue for storing the ID number erased from the connection management queue before being connected to the operator terminal, and a message indicating a state available from the operator terminal When the connection management queue and the reconnection queue are received. The first ID number is alternately extracted, and the ID number is input from the customer terminal that has transmitted a connection process for connecting the customer terminal and the operator terminal corresponding to the ID number, and a connection request to the operator terminal. The waiting time calculated from the rank of the ID number in the connection management queue or the reconnection queue, and the customer corresponding to the ID number Notification processing for notifying the terminal, and prediction for each ID number at a predetermined time preset for the customer terminal maintaining the connection with the connection management server for waiting for connection to the operator terminal A waiting time calculation update process for calculating and updating the waiting time to be updated, and a new waiting time calculated by the waiting time calculation update process And having a latency re-notification process for notifying the client terminal corresponding to each number, the.

According to a tenth aspect of the present invention, in the call center reconnection management program according to the ninth aspect, when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal, the ID number is the connection management. A confirmation process for confirming whether or not the ID number is stored in the queue or the reconnection queue, and when the confirmation process does not confirm that the ID number is stored in the connection management queue or the reconnection queue, and having a processing for storing the ID number to the end of the connection management queue.

The invention according to claim 11 is the call center reconnection management program according to claim 9 or 10, wherein when the ID number is not input from the customer terminal that has transmitted a connection request to the operator terminal, the customer terminal a generating process of generating the corresponding ID number, and having a an ID number notification process for notifying the customer terminal the ID number generated by the generating process.

  The invention according to claim 12 is the call center reconnection management program according to any one of claims 9 to 11, wherein the customer terminal corresponding to the ID number taken out from the reconnection queue is stored in the connection management server. When not connected, the method includes a process of discarding the ID number from the reconnection queue.

  In the connection management server, call center reconnection management method, and call center reconnection management program using the IP network, the present invention monitors the congestion state and monitors the congestion state and provides the waiting time to the user. When the user reconnects to the call center, it is possible to connect to the operator in a shorter time and to reduce the cost of the IP network and the telephone network by returning to the connection state when the user first connected. .

  Hereinafter, the configuration and operation of a call center reconnection management system according to an embodiment of the present invention will be described.

  The call center reconnection management system according to the present embodiment includes a customer terminal 1, a public telephone network 2, a call center gateway 3, a call center IP network 4, a connection management server 5, and an operator 6. The customer terminal 1 and the call center are connected by a public telephone line network 2, and each device in the call center is connected to each other by a call center IP network 4.

  The customer terminal 1 is a general telephone terminal or a terminal having an equivalent function, and is a device capable of making and receiving calls. Further, the customer terminal 1 has a function of accessing a service provided by the call center and can make a call with the operator 6 of the call center.

  A customer terminal 1 is connected to the public switched telephone network 2 and is connected to a call center IP network 4 by a call center gateway 3.

  A connection management server 5 and a call center operator terminal 6 are connected to the call center IP network 4.

  The public switched telephone network 2 connects the line to the other party having the telephone number pushed at the customer terminal 1, and disconnects the line when the call is finished.

  The call center gateway 3 is a device that performs mutual conversion between the public switched telephone network 2 and the call center IP network 4 and has a function of converting voice and IP packets to each other.

  The call center IP network 4 is a network inside the call center, and is a service providing infrastructure network by the connection request from the customer terminal 1 and the operator terminal 6.

  The connection management server 5 is connected to the operator terminal 6 in the ascending order of the queue for storing the ID number issued in response to the connection request from the customer terminal 1 (hereinafter referred to as connection management queue) and the head of the connection management queue. It manages a queue that stores ID numbers that have not been set (hereinafter referred to as a reconnection queue). It should be noted that the ID numbers that are arranged in ascending order at the head of the reconnection queue but are not connected to the operator terminal 6 are discarded.

  In response to a connection request from the call center operator terminal 6, the connection management server 5 alternately retrieves the ID number from the connection management queue and the reconnection queue in round robin, and corresponds to the call center operator terminal 6 and the ID number. Connection with the customer terminal 1 to be established. As described above, the connection management server 5 collects and manages communications between the operator terminal 6 and the customer terminal 1. Further, the connection management server 5 collects the service provision time from the operator terminal 6, calculates the waiting time until responding to each connection request based on the information, and notifies the customer terminal 1 of the connection request source.

  The operator terminal 6 is an information terminal such as a personal computer that actually makes a call with the customer terminal 1. If there is a connection request in the queue of the connection management server 5, the operator terminal 6 accepts the connection request from the customer terminal 1 and provides a service. . When the service ends, the service providing time is transmitted to the connection management server 5.

  Next, a specific operation of the call center reconnection management system according to the present embodiment will be described with reference to FIG.

  First, a connection request is transmitted from the customer terminal 1 to the call center (step S201). In the call center, the connection management server 5 collectively performs a primary response. As a temporary response, the connection management server 5 requests the customer terminal 1 to input an ID number (step S202).

  The connection management server 5 waits for the input of the ID number from the customer terminal 1 (step S203). If no ID number is input from the customer terminal 1 (step S203 / NO), it is regarded as an initial connection, an ID number corresponding to the customer terminal 1 is generated, and the ID number is stored in the connection management queue. Store at the end (step S204). When the ID number is input from the customer terminal 1 (step S203 / YES), it is regarded as reconnection and the process shown in FIG. 3 is executed.

  The ID number stored in the connection management queue is notified to the customer terminal 1 (step S205). Next, the connection management server 5 calculates the time required to connect the customer terminal 1 and the operator terminal 6 from the rank in the connection management queue of the ID number (hereinafter referred to as waiting time), and the customer terminal 1 is notified (step S206). The customer may maintain the connection with the connection management server 3 based on the waiting time notified to the customer terminal 1, wait for the connection with the operator terminal 6, or once disconnect the connection with the connection management server 3. The reconnection may be performed using the notified ID number. When reconnection is performed, the process shown in FIG. 3 is executed. The management server can also calculate a waiting time for each ID number at regular intervals and notify the calculated waiting time to the customer terminal 1 corresponding to the ID number.

Here, an example of a method for calculating the waiting time of the ID number stored in the connection management queue in the connection management server 5 will be described. In this calculation method, the waiting time is μ, the average time required for service to each customer terminal is T, the rank in the connection management queue of the ID number for calculating the waiting time is stored in X1, X1 and the reconnection queue. Let x be the smaller of the number of existing ID numbers. Since the connection management server 5 alternately selects the head ID number from the connection management queue and the reconnection queue and connects the customer terminal 1 and the operator terminal 6, the waiting time μ is calculated based on the formula 1. .
μ = T (X1 + x) (Formula 1)
In Expression 1, since the ID number selection is alternately performed (= x), the value is added to X1, and the value is multiplied by the average time T. Therefore, the ID number is divided into a plurality of queues and managed. However, it is possible to calculate an accurate waiting time.

  Next, the connection management server 5 monitors the connection management queue and the reconnection queue, and alternately receives the ID number at the head from the connection management queue and the reconnection queue every time a message indicating that connection is possible is received from the operator terminal 6. Take out (step S207). Then, the connection management server 5 connects the customer terminal 1 corresponding to the extracted ID number and the operator terminal 6 (step S208).

  Next, the operation when a customer connects to a call center and obtains an ID number, then disconnects and newly requests connection will be described with reference to FIG.

  When the ID number is input from the customer terminal 1 (step S203 / YES), it is regarded as reconnection, and it is confirmed whether or not the input ID number is stored in the connection management queue (step S301). If the ID number is not stored in the connection management queue (step S301 / NO), it is confirmed whether the ID number is stored in the reconnection queue (step S302). If the corresponding ID number is not stored in any queue (step S302 / NO), the ID number is stored at the end of the connection management queue (step S303).

  When the input ID number is stored in the connection management queue and when the input ID number is stored at the end of the connection management queue (step S301 / YES, step S303), the connection management server 5 is input. The time required to connect the customer terminal 1 and the operator terminal 6 is calculated from the order of the ID number in the connection management queue and notified to the customer terminal 1 (step S304). The customer may maintain the connection with the connection management server 3 based on the waiting time notified to the customer terminal 1, wait for the connection with the operator terminal 6, or once disconnect the connection with the connection management server 3. The reconnection may be performed again using the input ID number. The management server can also calculate a waiting time for each ID number at regular intervals and notify the calculated waiting time to the customer terminal 1 corresponding to the ID number.

Here, an example of a method for calculating the waiting time of the ID number stored in the connection management queue in the connection management server 5 will be described. In this calculation method, the waiting time is μ, the average time required for service to each customer terminal is T, the rank in the connection management queue of the ID number for calculating the waiting time is stored in X1, X1 and the reconnection queue. Let x be the smaller of the number of existing ID numbers. Since the connection management server 5 alternately selects the head ID number from the connection management queue and the reconnection queue and connects the customer terminal 1 and the operator terminal 6, the waiting time μ is calculated based on the formula 1. .
μ = T (X1 + x) (Formula 1)
In Expression 1, since the ID number selection is alternately performed (= x), the value is added to X1, and the value is multiplied by the average time T. Therefore, the ID number is divided into a plurality of queues and managed. However, it is possible to calculate an accurate waiting time.

  Next, the connection management server 5 monitors the connection management queue and the reconnection queue, and alternately receives the ID number at the head from the connection management queue and the reconnection queue every time a message indicating that connection is possible is received from the operator terminal 6. Take out (step S305). Then, the connection management server 5 connects the customer terminal 1 corresponding to the extracted ID number and the operator terminal 6 (step S306).

  If the input ID number is stored in the reconnection queue (step S301 / NO, step S302 / YES), the connection management server 5 determines the customer from the rank of the input ID number in the reconnection queue. The time required to connect the terminal 1 and the operator terminal 6 is calculated and notified to the customer terminal 1 (step S304). The customer may maintain the connection with the connection management server 3 based on the waiting time notified to the customer terminal 1, wait for the connection with the operator terminal 6, or once disconnect the connection with the connection management server 3. The reconnection may be performed again using the input ID number.

Here, an example of a method for calculating the waiting time of the ID number stored in the reconnection queue in the connection management server 5 will be described. In this calculation method, the waiting time is μ, the average time required for service to each customer terminal is T, the rank of the ID number for calculating the waiting time in the reconnection queue is stored in X2, X2, and the connection management queue. Let x be the smaller of the number of existing ID numbers. Since the connection management server 5 alternately selects the head ID number from the connection management queue and the reconnection queue and connects the customer terminal 1 and the operator terminal 6, the connection management server 5 calculates the waiting time μ based on Equation 2. .
μ = T (X2 + x) (Formula 2)
In Expression 2, since the ID number selection is alternately performed (= x), the value is added to X2 and multiplied by the average time T. Therefore, the ID number is divided into a plurality of queues and managed. However, it is possible to calculate an accurate waiting time.

  The connection management server 5 monitors the connection management queue and the reconnection queue, and alternately takes out the head ID number from the connection management queue and the reconnection queue every time it receives a connectable message from the operator terminal 6 (step S305). Then, the connection management server 5 connects the customer terminal 1 corresponding to the extracted ID number and the operator terminal 6 (step S306).

  According to the configuration described above, a customer who uses a call center can know an approximate waiting time when the call center is congested, and does not need to wait while holding the handset during the waiting time. It can be reduced. In addition, since it is not arranged at the tail end of the queue even if it is reconnected, it is possible to reduce the waiting time when the telephone is connected.

It is the schematic which shows the structure of the call center reconnection management system which concerns on this embodiment. 6 is a flowchart illustrating an operation when a customer terminal connects to a call center for the first time in the call center reconnection management system according to the present embodiment. It is a flowchart which shows operation | movement when reconnecting to a call center from a customer terminal in the call center reconnection management system which concerns on this embodiment.

Explanation of symbols

1 Customer terminal 2 Public telephone line network 3 Call center gateway 4 Call center IP network 5 Connection management server 6 Operator

Claims (12)

In the connection management server that accepts connection requests from the customer terminal connected to the operator terminal to the operator terminal and controls the connection,
A connection management queue for storing an ID number of the customer terminal that has transmitted a connection request to the operator terminal;
A reconnection queue for storing the ID number erased from the connection management queue before being connected to the operator terminal;
When a message indicating an available state is received from the operator terminal, the ID number at the head of the connection management queue and the reconnection queue is alternately extracted, and the customer terminal and the operator terminal corresponding to the ID number are Connecting means for connecting;
Calculating means for calculating a waiting time expected from the rank of the ID number in the connection management queue or the reconnection queue when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal; ,
Notification means for notifying the customer terminal corresponding to the ID number of the waiting time calculated by the calculating means ;
An expected waiting time for each ID number is calculated every predetermined time for the customer terminal that maintains the connection with the connection management server for waiting for connection to the operator terminal. A waiting time calculation updating means for updating;
A waiting time re-notification means for notifying the customer terminal corresponding to each ID number of a new waiting time calculated by the waiting time calculation update means;
A connection management server. When the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal, there is a confirmation means for confirming whether the ID number is stored in the connection management queue or the reconnection queue. And
The ID number is stored at the end of the connection management queue when the confirmation unit does not confirm that the ID number is stored in the connection management queue or the reconnection queue. Item 1. The connection management server according to item 1. Generating means for generating an ID number corresponding to the customer terminal when the ID number is not input from the customer terminal that has transmitted a connection request to the operator terminal;
ID number notifying means for notifying the customer terminal of the ID number generated by the generating means ;
The connection management server according to claim 1 or 2, characterized by comprising:   The ID number is discarded from the reconnection queue when the customer terminal corresponding to the ID number taken out from the reconnection queue is not connected to the connection management server. 4. The connection management server according to any one of 3. In the call center reconnection management method of the connection management server that accepts a connection request from the customer terminal connected via the network to the operator terminal and controls the connection,
The connection management server stores a connection management queue that stores an ID number of the customer terminal that has transmitted a connection request to the operator terminal, and the ID number deleted from the connection management queue before being connected to the operator terminal. And a reconnection queue for storing
When a message indicating an available state is received from the operator terminal, the ID number at the head of the connection management queue and the reconnection queue is alternately extracted, and the customer terminal and the operator terminal corresponding to the ID number are A connection process to connect;
A calculation step of calculating an expected waiting time from the rank of the ID number in the connection management queue or the reconnection queue when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal; ,
A notification step of notifying the customer terminal corresponding to the ID number of the waiting time calculated by the calculation step ;
An expected waiting time for each ID number is calculated every predetermined time for the customer terminal that maintains the connection with the connection management server for waiting for connection to the operator terminal. A waiting time calculation update process to update;
A waiting time re-notification step of notifying the customer terminal corresponding to each ID number of the new waiting time calculated by the waiting time calculation update step;
A call center reconnection management method comprising: A confirmation step of confirming whether the ID number is stored in the connection management queue or the reconnection queue when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal;
Storing the ID number at the end of the connection management queue when the confirmation step does not confirm that the ID number is stored in the connection management queue or the reconnection queue ;
The call center reconnection management method according to claim 5, further comprising: A generation step of generating an ID number corresponding to the customer terminal when the ID number is not input from the customer terminal that has transmitted a connection request to the operator terminal;
An ID number notification step of notifying the customer terminal of the ID number generated by the generation step ;
The call center reconnection management method according to claim 5 or 6, characterized by comprising:   The step of discarding the ID number from the reconnection queue when the customer terminal corresponding to the ID number taken out from the reconnection queue is not connected to the connection management server. Item 8. The call center reconnection management method according to any one of Items 5 to 7. In the call center reconnection management program of the connection management server that accepts a connection request from the customer terminal connected via the network to the operator terminal and controls the connection,
The connection management server stores a connection management queue that stores an ID number of the customer terminal that has transmitted a connection request to the operator terminal, and the ID number deleted from the connection management queue before being connected to the operator terminal. And a reconnection queue for storing
When a message indicating an available state is received from the operator terminal, the ID number at the head of the connection management queue and the reconnection queue is alternately extracted, and the customer terminal and the operator terminal corresponding to the ID number are Connection process to connect;
A calculation process for calculating an expected waiting time from the rank of the ID number in the connection management queue or the reconnection queue when the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal; ,
A notification process for notifying the customer terminal corresponding to the ID number of the waiting time calculated by the calculation process ;
An expected waiting time for each ID number is calculated every predetermined time for the customer terminal that maintains the connection with the connection management server for waiting for connection to the operator terminal. Wait time calculation update process to update,
A waiting time re-notification process for notifying the customer terminal corresponding to each ID number of a new waiting time calculated by the waiting time calculation update process;
A call center reconnection management program characterized by comprising: When the ID number is input from the customer terminal that has transmitted a connection request to the operator terminal, a confirmation process for confirming whether the ID number is stored in the connection management queue or the reconnection queue;
When the confirmation process does not confirm that the ID number is stored in the connection management queue or the reconnection queue, a process of storing the ID number at the end of the connection management queue ;
10. The call center reconnection management program according to claim 9, further comprising: When the ID number is not input from the customer terminal that has transmitted a connection request to the operator terminal, a generation process for generating an ID number corresponding to the customer terminal;
ID number notification processing for notifying the customer terminal of the ID number generated by the generation processing ;
The call center reconnection management program according to claim 9 or 10, characterized by comprising:   And a process of discarding the ID number from the reconnection queue when the customer terminal corresponding to the ID number extracted from the reconnection queue is not connected to the connection management server. Item 12. The call center reconnection management program according to any one of Items 9 to 11.

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