JP4619256B2 - Call adjustment support system, call adjustment support method, and call adjustment support program for causing computer to execute the method - Google Patents

Description

  The present invention relates to a call adjustment support system that supports adjustment of calls between sales and customers, a call adjustment support method, and a call adjustment support program that causes a computer to execute the method. Here, sales is a person who buys and sells securities (bonds) at a securities company, for example, and a customer is a company called an institutional investor rather than a general individual investor. A person who manages funds.

  FIG. 46 is an explanatory diagram showing an outline of sales work according to the prior art. In FIG. 46, first, sales receives an offer sheet (bond inventory table) from a trader (1). Next, the customer inquires of sales (buy) order for bonds to the sales (2). Then, the sales confirm the inventory (3). Next, the sales confirm the sell (buy) price to the trader (4). After that, sales and sales conditions are inquired between the sales and customer (inquire the trader about the conditions each time) (5). When the contract is executed (consignment slip drafting, contract execution report to the trader), the contract is input to the system (6). In some cases, the contract contents are faxed to the customer in the sense of collating the contract contents (7). In this way, most of the processing was performed manually.

  However, in the above prior art, because of the exchanges over the telephone, the sales side may not be able to answer the telephone, including sales mistakes. For example, when you are away (sales can't answer the customer's phone), busy (sales can't answer the customer's phone), or proxy responses (when another sales is busy or away) If you are too busy, no one can even answer the phone.

  As an adverse effect of the above, if you talk to one customer, you can't talk to other customers, so you lose opportunities. In addition, other customers who are busy talking are handled by other agents, which not only increases the load on the external staff in charge but also leads to loss of opportunities outside the staff. Furthermore, it will lead to lost opportunities due to inadequate communication when dealing with agents. In addition, if no one can answer the call, the opportunity may be lost, which is a negative factor for both customers and sales.

  Also, for sales, you don't know the content until you call. Also, I don't know if it's a customer consultation or a business deal. In addition, there is a desire to know the customer's requirements when a consultation is received from another customer while talking. In the first place, you don't know who you are until you answer the phone (the phone number display may give you a rough idea). For this reason, you may miss important calls. In addition, business opportunities may be missed with less important calls. Therefore, I want to know immediately the other party and the business that I was talking to.

On the other hand, on the customer side, the person in charge is absent, or the telephone is in contact but the person in charge is busy or absent. Also, I can't get in touch with the appointment. Further, as one of the transactions, there is a case where the market value information of a specific security (bond) is desired to be obtained from each securities company at a specific time, but there is a case where no contact is made. In addition, there is no call back from sales when you are away. In addition to lost time (wasted phone calls when absent, waste of waiting time due to undecided return), it also resulted in a decline in trust and lost opportunities due to wrong appointments. It becomes a negative factor.

  In order to solve the above-described problems caused by the prior art, the present invention provides a call adjustment support system and a call adjustment support capable of realizing a smooth and non-missing form by a smooth response during a call (phone response). It is an object of the present invention to provide a method and a call adjustment support program for causing a computer to execute the method.

  In order to solve the above-described problems and achieve the object, a call adjustment support system according to the present invention includes a sales information processing terminal device, a customer information processing terminal device, and a server connected via a network, Is a call adjustment support system that supports adjustment of a call between the sales and the customer in a state where the sales information is connected, and the information processing terminal device of the sales displays information related to the outgoing call from the customer And an input means for inputting a call enable signal or a call disable signal to the customer related to the information displayed by the display means, and a call enable signal or a call disable signal input by the input means to the server. Transmitting means for transmitting, wherein the server receives a call enable signal or a call disable signal transmitted by the transmission means. And at least display contents displayed on the information processing terminal device of the sales and display contents displayed on the information processing terminal device of the customer based on the call enable signal or the call disable signal received by the receiving means. Display content determining means for determining any one of them, and transmission means for transmitting information related to the display contents determined by the display content determining means to at least one of the information processing terminal device for sales and the information processing terminal device for customer And.

  In addition, the call adjustment support system according to the present invention includes a sales information processing terminal device, a customer information processing terminal device, and a server connected by a network and a telephone line connected to the sales and the customer. A call adjustment support system that supports adjustment of a call with the customer, wherein the information processing terminal device of the customer displays information related to the outgoing call from the sales, and the information displayed by the display means The server comprising: input means for inputting a call enable signal or a call disable signal to the sales; and a transmission means for transmitting the call enable signal or the call disable signal input by the input means to the server. Receiving means for receiving a call enable signal or a call disable signal transmitted by the transmitting means, and the receiving means Display content determination for determining at least one of display contents to be displayed on information processing terminal device of sales and display contents to be displayed on information processing terminal device of customer based on received call enable signal or call disable signal And a transmission means for transmitting information related to the display content determined by the display content determination means to at least one of the information processing terminal device for sales and the information processing terminal device for customer. And

  In addition, the call adjustment support method according to the present invention includes the sales information processing terminal device, the customer information processing terminal device, and the server, which are connected via a network, in a state where the telephone line is connected. And a call adjustment support method for supporting adjustment of a call with the customer, the display step displaying information related to the outgoing call from the customer, and the call to the customer related to the information displayed by the display step An input step for accepting an input of a call enable signal or a call disable signal, a display content to be displayed on the information processing terminal device of the sales based on the call enable signal or a call disable signal input by the input step, and the customer's A display content determination step for determining at least one of the display contents to be displayed on the information processing terminal device; and the display content determination step. Information about the contents of display, characterized in that including a display step of displaying at least one of the information processing terminal and the customer of the information processing terminal device of the sales.

  In addition, the call adjustment support method according to the present invention includes the sales information processing terminal device, the customer information processing terminal device, and the server, which are connected via a network, in a state where the telephone line is connected. And a call adjustment support method for supporting adjustment of a call with the customer, a display step for displaying information related to outgoing calls from the sales, and a call to the sales related to the information displayed by the display step An input step of inputting a call enable signal or a call disable signal, and display contents displayed on the information processing terminal device of the sales and the customer information based on the call enable signal or the call disable signal input by the input step A display content determination step for determining at least one of the display contents to be displayed on the processing terminal device, and the display content determination step. Information about the contents of display, characterized in that including a display step of displaying at least one of the information processing terminal and the customer of the information processing terminal device of the sales.

  A call adjustment support program according to the present invention causes a computer to execute the method described above.

  ADVANTAGE OF THE INVENTION According to this invention, the call adjustment support system which can implement | achieve the form which is smooth by the smooth response at the time of a telephone call (phone response), and does not miss an opportunity, the call adjustment support method, and the telephone call which makes a computer perform the method The adjustment support program can be obtained.

Exemplary embodiments of a call adjustment support system, a call adjustment support method, and a call adjustment support program for causing a computer to execute the method will be described below in detail with reference to the accompanying drawings.

(System configuration of call adjustment support system)
First, the system configuration of the call adjustment support system according to this embodiment of the present invention will be described. FIG. 1 is an explanatory diagram showing a system configuration of a call adjustment support system according to the present embodiment of the present invention. In FIG. 1, 100 is a network such as a LAN or the Internet, 101 is a Web & IP / Telephone server, 102 is a call adjustment support system DB group, 103 is a sales side information processing terminal apparatus group, and 104 is a trader. , 105 is a gateway server, and 106 to 109 are information processing terminal devices on the customer side.

  The sales-side information processing terminal device group 103 is connected to the sales-side information processing terminal devices 111 to 115 via a network such as an in-house LAN. Similarly, the trader's information processing terminal device group 104 is connected to each trader's information processing terminal device group 104. Information processing terminal devices 121 to 123 are similarly connected by a network such as an in-house LAN.

(Hardware configuration of server and client device constituting call adjustment support system)
Next, the hardware configuration of the server and the information processing terminal device constituting the call adjustment support system according to this embodiment of the present invention will be described. FIG. 2 is an explanatory diagram showing the hardware configuration of the server and the information processing terminal device that constitute the call adjustment support system according to this embodiment of the present invention.

  The Web & IP / Telephone server 101 and the information processing terminal devices 106 to 123 are detachable from the CPU 201, ROM 202, RAM 203, HDD (hard disk drive) 204, HD (hard disk) 205, and FDD (flexible disk drive) 206. An FD (flexible disk) 207, a display 208, an I / F (interface) 209, a keyboard 210, a mouse 211, a scanner 212, and a printer 213 are provided as examples of such recording media. The components are connected by a bus 200.

  Here, the CPU 201 governs overall control of the Web & IP / Telephone server 101 and the information processing terminal devices 106 to 123. The ROM 202 stores a program such as a boot program. The RAM 203 is used as a work area for the CPU 201. The HDD 204 controls data read / write with respect to the HD 205 according to the control of the CPU 201. The HD 205 stores data written under the control of the HDD 204.

  The FDD 206 controls reading / writing of data with respect to the FD 207 according to the control of the CPU 201. The FD 207 stores data written under the control of the FDD 206 or causes the information processing terminal device to read data recorded on the FD 207. In addition to the FD 207, the removable recording medium may be a CD-ROM (CD-R, CD-RW), MO, DVD (Digital Versatile Disk), memory card, or the like. The display 208 displays data such as a document, an image, and function information as well as a cursor, an icon, or a tool box. For example, CRT, TFT liquid crystal display, plasma display and the like.

An I / F (interface) 209 is connected to the network 100 via a communication line, and is connected to other servers and client devices via the network 100. The I / F 209 controls an interface between the network 100 and the inside, and controls input / output of data from other servers and information processing terminal devices. The I / F 209 is, for example, a modem or a LAN adapter.

  The keyboard 210 includes keys for inputting characters, numbers, various instructions, and the like, and inputs data. A touch panel type input pad, a numeric keypad, or a tablet may be used. The mouse 211 performs cursor movement, range selection, window movement, size change, and the like. A track ball, a joystick, a cross key, a jog dial, or the like may be used as long as it has the same function as a pointing device.

  The scanner 212 optically reads an image and takes in the image data into the information processing terminal device. The scanner 212 may have an OCR or OMR function. The printer 213 prints image data and document data. For example, a laser printer or an ink jet printer.

(Functional configuration of call adjustment support system)
Next, a functional configuration of the call adjustment support system according to the embodiment of the present invention will be described. FIG. 3 is a block diagram showing a functional configuration of the call adjustment support system according to this embodiment of the present invention.

  In FIG. 3, the Web & IP / Telephone server 101 constituting the call adjustment support system includes a call control unit 301, a display content determination unit 302, a transmission unit 303, and a reception unit 304. The sales-side information processing terminal device group 103 (sales-side information processing terminal devices 111 to 115) includes a receiving unit 311, a display unit 312, an input unit 313, and a transmitting unit 314. . In addition, the customer side information processing terminal devices 106 to 109 are configured to include a reception unit 321, a display unit 322, an input unit 323, and a transmission unit 324.

  The call control unit 301 controls the IP phone call, and when there is a call from the customer, acquires the content (call transmission information) related to the customer's sales requirements in the call, and displays it to the display content determination unit 302 hand over. Further, the display content determination unit 302 has at least a display content to be displayed on the sales-side information processing terminal device and a display content to be displayed on the customer-side information processing terminal devices 106 to 109 based on the content related to the customer sales requirements. Decide either. Specifically, the call control unit 301 and the display content determination unit 302 realize their functions by causing the CPU 201 to execute programs stored in, for example, the ROM 202, the RAM 203, the HD 205, the FD 207, and the like.

  The transmission unit 303 transmits information regarding the display content determined by the display content determination unit 302 to at least one of the sales-side information processing terminal devices 111 to 115 and the customer-side information processing terminal devices 106 to 109. The receiving unit 304 receives action information (for example, a call enable signal or a call disable signal) transmitted by at least one of the sales side information processing terminal devices 111 to 115 and the customer side information processing terminal devices 106 to 109. To do. Specifically, the transmission unit 303 and the reception unit 304 realize their functions by, for example, the I / F 209 shown in FIG. At this time, the display content determination unit 302 displays the display content displayed on the sales-side information processing terminal devices 111 to 115 and the customer-side information processing terminal devices 106 to 109 based on the action information received by the reception unit 304. Determine at least one of the display contents.

In addition, the reception unit 311 receives information related to display contents transmitted from the transmission unit 303 of the Web & IP / Telephone server 101. Specifically, the receiving unit 311 realizes its function by, for example, the I / F 209 shown in FIG. In addition, the display unit 312 displays information related to the display content received by the receiving unit 311, that is, information related to the outgoing call from the customer. Specifically, the display unit 312 realizes its function by, for example, the display 208 shown in FIG. 2 and the CPU 201 executing a program stored in the ROM 202, RAM 203, HD 205, FD 207, or the like.

  The input unit 313 inputs action information to the customer according to the sales situation with respect to the outgoing call from the customer concerning the information displayed by the display unit 312. Here, specifically, the action information is, for example, a call enable signal or a call disable signal, information on callback (reservation), information on return, or information on hold. Or information on message requests. Specifically, the input unit 313 realizes its function by, for example, the keyboard 210 and the mouse 211 shown in FIG.

  The transmission unit 314 transmits the action information input by the input unit 313 to the Web & IP / Telephone server 101. Specifically, the transmission unit 314 realizes its function by, for example, the I / F 209 shown in FIG.

  In addition, the reception unit 321 receives information related to display contents transmitted from the transmission unit 303 of the Web & IP / Telephone server 101. Specifically, the receiving unit 321 realizes its function by, for example, the I / F 209 shown in FIG. The display unit 322 displays information related to the display content received by the receiving unit 321, that is, information related to outgoing calls from sales. Specifically, the display unit 322 realizes its function by the CPU 201 executing a program stored in the ROM 202, the RAM 203, the HD 205, the FD 207, or the like, for example, by the display 208 shown in FIG.

  The input unit 323 inputs action information for sales corresponding to the situation of the customer with respect to the outgoing call from the sales related to the information displayed by the display unit 322. Here, the action information is specifically information related to callback (reservation), information related to loopback, information related to hold, or information related to a message request. Specifically, the input unit 323 realizes its function by, for example, the keyboard 210 and the mouse 211 shown in FIG. Also, the transmission unit 324 transmits the action information input by the input unit 323 to the Web & IP / Telephone server 101. Specifically, the transmission unit 324 realizes its function by, for example, the I / F 209 shown in FIG.

(Processing of the call adjustment support system)
Next, a processing procedure of the call adjustment support system according to the embodiment of the present invention will be described. FIG. 4 is a flowchart showing a processing procedure of the server constituting the call adjustment support system according to this embodiment of the present invention.

  In the flowchart of FIG. 4, the Web & IP / Telephone server 101 first determines whether or not a call is made from a customer (or sales) (step S401). Here, when there is a call transmission after waiting for a call transmission (step S401: Yes), call transmission information related to the transmitted call is acquired (step S402). And the display screen information registered beforehand corresponding to the acquired call transmission information is transmitted to the sales side (or customer side) information processing terminal device (step S403).

  Then, the sales side (or customer side) information processing terminal device receives and displays the display screen information. Thereafter, action information corresponding to the display screen is input and transmitted to the Web & IP / Telephone server 101.

  The Web & IP / Telephone server 101 determines whether or not the action information is received from the sales (or customer) information processing terminal device (step S404). Then, after receiving the action information and receiving it (step S404: Yes), the display content is determined based on the received action information (step S405). Next, the display screen information of the determined display content is transmitted to the sales side (or customer side) information processing terminal device (step S406). Thereby, the contents of the display screen can be displayed on the information processing terminal device on the sales side (or customer side).

  Next, when there is a set time in the loopback or callback, it is determined whether or not the set time has elapsed (step S407). Here, when the set time has not elapsed (step S407: No), the process proceeds to step S409 without doing anything. On the other hand, when the set time has elapsed (step S407: Yes), display screen information including a notification that the set time has elapsed is transmitted to the sales side (or customer side) information processing terminal device (step S408). .

  Thereafter, it is determined whether or not the processing relating to the call has been completed, that is, whether or not the call has been made between the customer and the sales, or whether the call itself has been canceled (step S409). If the process has not been completed (step S409: No), the process returns to step S407. On the other hand, when the processing is completed (step S409: Yes), the series of processing ends.

(Screen configuration of customer side information processing terminal device)
Next, the screen configuration of the customer-side information processing terminal device constituting the call adjustment support system of the present invention will be described. FIGS. 5-1 to 19 are explanatory diagrams showing examples of display screens displayed on the customer-side information processing terminal device constituting the call adjustment support system according to the embodiment of the present invention.

  FIGS. 5A and 5B show an initial screen at the time of customer login among the screens of market price information displayed after login of the call adjustment support system. 5A and 5B, the screen 500 includes a first frame 501, a second frame 502, and a third frame 503. The first frame 501 displays a button for each sales name and the multiplicity of each sales. The sales display is variably displayed according to the number of registrations. In addition, each sales button changes its display color so that the status of each sales can be recognized at a glance (for example, sales that are busy are displayed in red, and sales that are not busy are displayed in blue).

  The multiplicity indicates the number of customers whose sales are in business. This counts pending customers as well as the conversational state. Various menu information is displayed in the second frame 502. In the third frame 503, the board information, that is, the market price information of the bond being handled is displayed.

  FIG. 5A shows a state where a customer is present. In this state, if the “Notify of Absence” button 506 is pressed, it is possible to notify that there is no sales, and the screen is switched to FIG. In FIG. 5B, the “absence notification” button 506 display is changed to the “absence notification” button 507 display. When FIG. 5-2 is displayed, the customer is absent, and the customer notifies the sales by pressing the “notify presence” button 507, and again, FIG. The display switches to 1.

  In this way, it is possible to have a conversation anytime when an immediate conversation is desired, instead of a time-scheduled conversation reservation such as callback or return. As a result, it is not necessary to confirm whether or not there is a person who is actually talking. In addition, when a predetermined time has passed without any operation being performed without pressing the “not present” button 506, the absence automatically occurs. In this case, the operation is automatically started when the operation is started. The absence state may be canceled. Switching between absence and presence may be linked by detecting whether the operator is seated in a chair. Alternatively, the wireless IC tag may be attached to the operator, and the wireless IC tag may recognize whether the operator is seated.

  FIG. 5C is an explanatory diagram illustrating a relationship between the state on the customer side and the display on the sale side according to the state on the customer side. In FIG. 5C, when the absence notification is turned on on the customer side, that is, when the “absence notification” button 506 is pressed, the absence is displayed in red so that the sales side can know that the customer is absent. Further, when the absence notification is turned off at the customer, that is, when the above “notification notification” button 507 is pressed, the sales side displays a conversation possible display so that the customer can be present and can talk. Do it in blue.

  Further, when the customer is present and the customer is not talking, the sales side displays a conversation possible display in blue so that the customer can talk. On the other hand, even if the customer is present, if the conversation is with another person, the sales side displays in red that the customer is in conversation. As described above, when the color is displayed in blue, the conversation is possible, and when the color is displayed in red, the sales can instantly grasp that the conversation cannot be performed.

  5-4 is explanatory drawing which shows the relationship between the state by the side of sales, and the display by the customer side accompanying the state of the said sales side. FIGS. 5-3 and 5-4 are the same with respect to the display on the other party side with respect to the state, except that the customer and the sales are interchanged, so the description of FIG. 5-4 is omitted.

  FIG. 6 shows a call screen for the sales person in charge. 6, when “Taro Yamato” button 504 is pressed in FIG. 5-1 or FIG. 5-2, “Taro Yamato” is selected as sales, and the name is displayed in the sales section of screen 600. To do. Callback reservation is to have sales return at a predetermined time. Callback reservation is used when you want to have a conversation at a specified time for sales. When the callback reservation is set, a warning is displayed on the sales screen at a predetermined interval, and the designated customer is connected at the corresponding time.

  In addition, the callback reservation time list box 601 can select a time for which a reservation has not yet been made, based on a callback available time set later by each sales. If there is no input in the loopback reservation, it is treated as an immediate connection. In the subject name entry field 602 and the requirement entry field 603, the subject name and requirement of the customer are entered, respectively. When the “OK” button 604 is pressed, a screen 700 shown in FIG. When the “Cancel” button 605 is pressed, all information input on the screen 600 is discarded, the screen 600 is erased, and the screen 500 is restored.

  Here, when a call is connected by sales prior to other conversations or prior to hold, the multiplicity increases, and “Taro Yamato” in the first frame 501 of the screen 500 as shown in FIG. The characters “call” are displayed in the upper area of the button 504.

  In addition, while the screen 700 shown in FIG. 7 is being displayed, an input of a return time (minutes later) is received based on a message from the customer or the like by sales. If it is not possible to determine the return time by determining the customer message when leaving the seat, etc., the input of the return time (after minutes) that is initially set is accepted. In the screen 900 shown in FIG. 9, the current time (HH: MM) and “XX minutes later will be contacted. Pop-up message.

  Further, as shown in FIG. 10, the characters “wrapping” are displayed in the upper area of the “Taro Yamato” button 504 in the first frame 501 of the screen 500. The multiplicity is as it is (<2>). In the case of a callback, the characters “callback” are displayed instead of the characters “wrapping”. If the customer wants to request connection again during the return display, the sales name button may be pressed.

  In addition, after the screen 700 shown in FIG. 7 is displayed, the screen 1100 shown in FIG. 11 can be popped up. Here, when “Cancel” 1101 is pressed by the customer, although not shown in the figure, a message to contact again later is transmitted.

  In addition, in the screen 600 shown in FIG. 6, after the “OK” button 604 is pressed, if the reservation process cannot make a reservation at the reservation time, an error message (callback reservation) on the screen 1200 shown in FIG. An error response message) is pop-up displayed, and then the screen 600 shown in FIG. 6 is displayed again. When the callback reservation is completed, a callback reservation response message on the screen 1300 shown in FIG. 13 is displayed in a pop-up manner.

  Further, when the “situation” button 505 of the first frame 501 of the screen 500 shown in FIG. 5A is pressed, in order to inform the customer of a future call schedule and situation with respect to the current time, FIG. A screen 1400 is displayed. FIG. 15 shows the display content of the first frame 501 of the screen 500 when the screen 1400 shown in FIG. 14 is displayed. On the screen 1400, a list of sales calls is displayed together with the current time (11:00). Displayed are callback reservations that are in the future compared to the current time, call back reservations that are in the future compared to the current time, those that are currently being talked (in negotiations), and those that are currently on hold (in negotiations).

  In the list of the screen 1400, items of “status”, “time (plan)”, “sales” name, “subject”, and “requirement” are displayed. A check box 1401 is displayed at the left end. Regarding the requirement, when the “detail” button 1402 is pressed, the contents of the input are displayed in the requirement input field 603 of the screen 600 shown in FIG. Further, when the corresponding check box 1401 is turned on and a “cancel” button 1403 is pressed, the corresponding information is erased from transaction information such as hold information and callback / callback information possessed by the sales side.

FIG. 16 is a screen showing a message when there is an inquiry from sales. In the screen 1600 of FIG. 16, the text of the requirement is displayed by pressing a “display text” button 1601. When the response content is selected by the customer using the radio button 1602 and the “OK” button 1603 is pressed, different processing is performed for each selected content. That is, when “recall again after xx minutes” is selected, a display screen 3000 shown in FIG. 30 described later is displayed on the sales side. When “Get message” is selected, a display screen 3200 shown in FIG. 32 to be described later is displayed on the sales side.

  In addition, when “Waiting for a while” is selected, a display screen 3100 of FIG. 31 described later is displayed on the sales side, and when sales cancels “waiting”, it is shown in FIG. A display screen 1700 is displayed. Further, if there is no response from the customer and the response is not possible, an absence notice is transmitted to the sales side after the initial set time has elapsed. When an automatic response is made in response to an inquiry from sales, a pop-up message display screen 1800 indicating that an incoming call is received as shown in FIG. 18 is displayed.

  FIG. 19 is an explanatory diagram showing a default response setting screen. In the display screen 1900 shown in FIG. 19, the response waiting time and the turn-back setting time can be set for each person in charge.

(Screen configuration of sales side information processing terminal device)
Next, the screen configuration of the sales-side information processing terminal device that constitutes the call adjustment support system according to the embodiment of the present invention will be described. 20 to 33 are explanatory diagrams showing examples of display screens displayed on the sales-side information processing terminal device constituting the call adjustment support system according to the embodiment of the present invention. Among these, FIG. 20 to FIG. 23 are contents relating to processing at the time of “callback after xx minutes” in response to callback reservation from the customer and a call request from the customer.

  As shown in FIG. 6, when there is a callback reservation or return request from a customer, a screen 2000 shown in FIG. 20 is popped up on the sales side information processing terminal devices 111 to 115. In the screen 2000, the callback indicates that the customer specifies a return response to the sales, and the return is that the call cannot be made in response to the call request from the customer, and the customer calls after a predetermined time. . If the return cannot be made at the initial turn-back time, the next turn-back scheduled time is displayed in red, for example, after automatic extension by the initial setting.

  For the customer connected to the line, buttons 2001 and 2002 displaying the customer name are displayed. As a result, the sales can make a call with the customer without making a call by simply pressing the button 2001 or 2002. The buttons 2001 and 2002 are displayed in blue when the customer can make a call and in red when the call cannot be made. As a result, the sales can confirm the color and determine whether or not the button 2001 or 2002 is pressed. Of the buttons 2001 and 2002, the button displayed in red may not be pressed.

  If the sales request is made at a predetermined time, but the call from the customer is not established, the default return time is returned. Update to next call schedule according to the time. In addition, when a call is established between the sales and the customer outside the specified time for a customer who has a status of “turned back” among the customers displayed on the screen 2000, the corresponding is made from the screen 2000. Delete the appointment. In other words, the call-back schedule is deleted if a call is established in a “call-back” state regardless of whether the customer-led or the sales-led. The callback is made after the time and is erased from the screen 2000 when it is established.

  When the return is set, when the corresponding time is reached, the screen 2100 shown in FIG. 21 is displayed in a pop-up to prompt the customer to contact the customer. In FIG. 21, when the “OK” button 2101 is not pressed after a predetermined time, the return message that has been initially set is transmitted again to the customer side and automatically postponed.

When the callback is set, the warning message screen 2200 shown in FIG. 22 is displayed in a pop-up manner at a corresponding time according to a preset frequency (described later with reference to FIG. 33). Then, when the corresponding time is reached, the screen 2300 shown in FIG. In FIG. 23, if the “OK” button 2301 is not pressed after a predetermined time, the return message that has been initially set is transmitted again to the customer side and automatically postponed.

  FIG. 24 shows the contents related to confirmation of the transaction status. A screen 2400 shown in FIG. 24 is used where the multiplicity of transactions is displayed for the customer. In the screen 2400, when “Status” is “Pending”, it indicates that the conversation is not in progress but the requirement has not yet been completed, and when “Status” is “Conversation” Indicates that the call is in progress. Furthermore, the current time (11:00) and the number of customers waiting (the number of customers waiting for consultation is “1”) are also displayed. Thus, it is possible to consider how to proceed with the conversation.

  For a customer connected to a line, a button 2401 displaying the customer name is displayed. As a result, the sales can make a call with the customer only by pressing the button 2401 without calling. The button 2401 is displayed in blue when the customer can make a call and in red when the customer cannot make a call. When the button 2401 or the “hold” button 2402 is pressed, the conversation state is switched. When the call is put on hold, as shown in FIG. 15, a “hold” message is displayed in the button upper area of the person in charge on the screen 501 on the customer side. When the “end” button 2403 is pressed, this means that the requirement is ended, and the transaction status is deleted.

  FIG. 25 to FIG. 27 show the contents related to the processing at the time of inquiry from the customer. When there is an inquiry from a customer, a screen 2500 shown in FIG. 25 is popped up. On the screen 2500, when a customer makes an inquiry to a customer who is on hold or a return customer, for example, a message such as “(Inquiry again before returning)” or “(Pending inquiry)” is displayed. Call attention. When the “details” button 2501 is pressed, if there is a text, another sub-screen is popped up. Further, when the customer selects the trading information from the board information displayed on the third frame 503 of the screen 500 and receives an inquiry with the order conditions attached, the trading information is displayed in the sub-screen of the detailed display. .

  In the selection of response contents, when “take a call” is selected while talking with another customer and the “OK” button 2502 is pressed, a screen 2600 shown in FIG. 26 is popped up. If “wrap around after XX minutes” is selected and the “OK” button 2502 is pressed, the screen 900 shown in FIG. 9 is displayed to the customer. In addition, when “Wait for a while” is selected and the “OK” button 2502 is pressed, the screen 1100 shown in FIG. 11 is displayed to the customer.

  Then, when a cancel is input by the customer while the screen 1100 is displayed, a screen 2700 shown in FIG. 27 is displayed in a pop-up manner. The response time display field 2503 counts down the default response waiting time until the message is returned. If the screen 2500 does not respond within a predetermined time, a message for the customer is returned in accordance with the response contents set in advance.

  FIG. 28 and FIG. 29 show the contents related to the calling process to the customer. A screen 2800 shown in FIG. 28 is a main screen on the sales side. In the initial screen, only the first frame 2801 and the second frame 2802 are displayed, and nothing is displayed on the third frame 2803. Then, when the customer in the second frame 2802 is selected, the order information / contract information of the customer is displayed in the third frame 2803. When a “customer message” button 2804 is pressed, a message memo for a plurality of customers is transmitted. Because it supports multiple customers, it is not possible to have a conversation with a specific customer. The screen 1800 shown in FIG. 18 is displayed on the customer side.

In addition, when a “customer call” button 2805 is pressed, a screen 2900 shown in FIG. 29 is popped up. In the screen 2900, “immediate call” is a call in charge of the customer (subject and requirements are also sent to the customer), and “send message memo only” does not request a call to the customer. Send pop-up messages with subject and requirements. When “immediate call” is selected and the “call” button 2901 is pressed, the screen 1600 shown in FIG. 16 is displayed on the customer side. When “only send message memo” is selected and “call” button 2901 is pressed, screen 1800 shown in FIG. 18 is displayed on the customer side.

  For customers connected to the line, the customer names displayed in the second frame 2802 are buttons 2811 to 2814 without using the “customer call” button 2805. Accordingly, the sales can make a call with the customer by pressing a button corresponding to the customer who wants to talk among the buttons 2811 to 2814. At this time, among these buttons 2811 to 2814, when the customer is in a conversation or absent, the line is connected but the conversation is not possible, so the button 2811 to 2814 is displayed in red. On the other hand, when these buttons 2811 to 2814 are in a conversation-enabled state, they are displayed in blue. As a result, the sales can easily recognize customers who can make a call with a blue or red button.

  Similarly to FIG. 5A, when the “Absence Notification” button 2815 is pressed, it can be notified that the user is not present at the sales, and the screen is switched to a “Awareness Notification” button (not shown). The “absence notification” button 2815 and the “absence notification” button (not shown) are the same as the “absence notification” button 506 and the “absence notification” button 507 described in FIGS. 5A and 5B. Therefore, detailed description is omitted.

  30 to 32 show the contents related to the return message from the customer regarding the call request. In the display screen 1600 shown in FIG. 16, when the customer selects “Retry after xx minutes”, the display screen 3000 shown in FIG. 30 is popped up. In addition, when “get to wait for a while” is selected, the display screen 3100 of FIG. 31 is popped up. Here, when the “Cancel” button 3101 is pressed, the above-described display screen 1700 of FIG. 17 is displayed on the customer side, and a message to contact again is notified.

  Also, when “Get message” is selected, the display screen 3200 of FIG. 32 is displayed in a pop-up manner. If an “OK” button 3201 is pressed, a message is transmitted to the customer after confirming the title and text input. When the “Cancel” button 3202 is pressed, the display screen 1700 of FIG. 17 described above is displayed on the customer side in the same way as the display screen 3100, and a message to contact again is notified.

  FIG. 33 shows an initial setting screen at the time of default response. FIG. 34 is an explanatory view showing a registration table for customer service, and FIG. 35 is an explanatory view showing a sales schedule. In FIG. 33, the initial setting screen 3300 at the time of response can be set for the response waiting time, the return setting time, the callback warning frequency, and the callback corresponding time zone for each sales.

  The person-in-charge selection / display column 3301 displays a pull-down list of person-in-charge names that can be selected for each customer based on the registration table 3400 shown in FIG. 34, and selects a person in charge corresponding to the customer. In addition, based on the schedule table 3500 shown in FIG. 35, only the person in charge who can be selected on the day may be displayed.

(Contents of correspondence processing table)
Next, the contents of the processing table for each correspondence will be described. 36 to 40 are explanatory diagrams showing the contents of the correspondence processing table of the call adjustment support system according to the embodiment of the present invention. 36 to 40, each table 3600 to 4000 includes a “sales situation (action)” (only “4000 is a“ customer situation (action ”)” item and an “action to customer” (only 4000 is “sales to sales”). Action ") item," Customer side screen ID "item," Sales side screen ID "item, and" Remarks "item.

  FIG. 36 is a response processing table for inquiries from sales customers. In FIG. 36, for example, if “sales status” is “present (response possible (waiting response)” ”,“ customer action ”is“ wait for a while ”, so“ customer side screen ” 7 shifts from the display screen 700 shown in Fig. 7 to the display screen 1100 shown in Fig. 11. Also, the "screen ID on the sales side" is sometimes changed from the display screen 2500 shown in Fig. 25 (when canceled). 27 shifts to the display screen 2700 shown in Fig. 27. Thus, the ID number of the "customer screen ID" item and the "sales screen ID" item is the code attached to the table in the above-described drawing. Match.

  FIG. 37 is a correspondence processing table for a callback reservation from a sales customer, FIG. 38 is a correspondence processing table for an action at the time of sales return, and FIG. 39 is a correspondence processing table for an action at a sales callback. FIG. 40 is a response processing table for inquiries from customer sales, in which the same response processing as in FIG. 36 is registered.

  FIG. 41 is an explanatory diagram showing the state of the line between the institutional investor (customer) and the sales person in charge. In FIG. 41, Mr. A of XX bank of institutional investor (customer) is in line connection with Thomas (Mr. X) in charge of sales. In addition, Mr. Umeyama (Mr. B) of XX Bank is in line connection with Thomas in charge of sales. In addition, Mr. C of xx bank is in line connection with sales representative Gordon (Mr. Y). Also, Mr. Morisawa (Mr. D) of ZZZ Trust (Bank) is in line connection with Thomas in charge of sales. In addition, Mr. E of the ZZZ trust is in line connection with Gordon in charge of sales. In addition, Mr. Wataru (Mr. F) of SSS Credit (safe) is in line connection with Thomas in charge of sales.

  FIG. 42-1 is an explanatory diagram showing the contents of a table that records the seating / leaving status of each customer. From the table in FIG. 42-1, it can be seen that Mr. C and Mr. E are away, and other persons are seated. In addition, a table recording the seating / leaving status of each sales is shown. FIG. 42-2 is an explanatory diagram showing the contents of a table that records the seating / leaving status of each sales. From the table of FIG. 42-2, it can be seen that Mr. Z is away and other persons (Mr. X, Mr. Y) are seated.

  FIG. 42C is an explanatory diagram of the contents of a table that records the connection relationship of lines and records whether or not the connected line is busy. As can be seen from FIG. 42-3, only Mr. A and Mr. X (Thomas) are talking, and the rest are not talking. Thus, the server 101 grasps the relationship between the customer and sales based on the tables shown in FIGS. 42-1 to 42-3.

  Then, Mr. Morisawa (Mr. D) transmits a call enable signal 4101 to the server 101 (may be transmitted to the server 101 via Thomas's communication device), and enters a state of waiting for contact from Thomas. . On the other hand, Mr. Wataru (Mr. F) can inform Thomas that the conversation is not possible by transmitting the communication impossible signal 4102 to the server 101. In this way, the telephone line is always connected, and a signal that can determine whether the customer can make a call can be transmitted. Here, both the call enable signal 4101 and the call disable signal 4102 are transmitted. However, the call enable signal 4101 or the call disable signal 4102 indicating that the call is disabled may be transmitted. Good.

  Here, Mr. C connected Thomas and the line, but can switch to Gordon, and FIG. 43 shows the state. FIG. 43 is an example of a screen used by sales, and shows the state of Thomas in charge of sales. In FIG. 43, Thomas is currently talking to Mr. A of XXX bank, and it can be seen that there are 3 people in the customer waiting list (because there were 4 people, but Mr. C switched to Gordon). Then, a list of three names is displayed. For each waiting order, there are three people: (1) “XX Bank Umeyama (Mr. B)”, (2) “ZAZ Trust Ms. Morisawa”, and (3) “SSS Trust Watanabe”. Among them, Mr. Umeyama knows that he is away from the table in FIG. 42-1, so that he is currently unable to speak (no hatching). In addition, Mr. Morisawa is transmitting a call enable signal 4101 shown in FIG. 41, so that the display indicating that he / she can talk now (hatched) is present. In addition, Mr. Wataru, who is seated, is in a state of indicating that he / she cannot speak at present (no hatching) because the call impossible signal 4102 is transmitted.

  FIG. 44 is an example of a screen used by a customer. From FIG. 44, Thomas cannot speak at present (no hatching), but Gordon can speak at present (with hatching). Mr. C confirmed this screen, decided that he could talk to Gordon, and switched the line connection to Gordon. Therefore, when Mr. C starts talking with Gordon, Gordon's hatching disappears, and Gordon can no longer talk. In this way, if the phone is free or close to free, the user may have multiple lines, and communicate with each other by notifying each other that they can talk if some lines remain connected and people are free . This is possible between bonds and stock trading investors and sales. Therefore, the securities company can provide an immediate service even when the value of the product changes every moment.

  FIG. 45 is an explanatory diagram showing an example of the appearance of a mobile phone. 45, a first button 4501, a second button 4502, and a third button 4503 are provided. For each button 4501 to 4503, a connection destination is always set in advance or used as a normal line. Can be set. Specifically, for example, it is as follows.

First button 4501: Normal telephone line.
Second button 4502: a continuous connection line with a securities company.
Third button 4503: always connected line with the company.

  When pressed once, the line assigned to the button becomes available for communication (if the connection is always established, a call enable signal is transmitted to the server 101). In addition, it is preferable to display a transition to some state on the display screen. In FIG. 45, the line of the second button 4502 indicates that a call is possible.

  When pressed twice, a call request signal is transmitted to the connection destination (ringing sound or the like). When one of the two lines is busy, the other two lines are unable to talk, and a call impossible signal is transmitted to the server 101. Further, when the line being talked is disconnected by the “OFF” button or the like in the normal telephone, the always connected line is restored to the setting before the call is started (if the call is possible, the call is restored to be available). In addition, it may be possible to connect to the server 101 and search whether the connection destination is always available or not.

  As described above, according to the present embodiment, the sales-side information processing terminal device group 103 displays the information related to the display unit 312 that displays information related to outgoing calls from the customer and the information displayed by the display unit 312. An input unit 313 for inputting action information to the customer in accordance with the sales situation with respect to the outgoing call from the customer, and a transmission unit 314 for transmitting the action information input by the input unit 313 to the server. The customer-side information processing terminal devices 106 to 109 display a display unit 322 for displaying information related to the outgoing call from sales, and the customer's situation regarding the outgoing call from the sales related to the information displayed by the display unit 322 The input unit 323 for inputting action information to the sales, and the action information input by the input unit 323 a transmission unit 324 that transmits to the eb & IP / Telephone server 101, the Web & IP / Telephone server 101 receives the action information transmitted by the transmission unit 314, and the action information received by the reception unit 304 A display content determination unit 302 that determines at least one of display content to be displayed on the sales-side information processing terminal device group 103 and display content to be displayed on the customer-side information processing terminal devices 106 to 109; A transmission unit 303 that transmits information on the display content determined by the sales-side information processing terminal device group 103 and / or the customer-side information processing terminal devices 106 to 109. Message when you can't get out By registering in advance, and when it is not out to Away phone, the message is registered here when you do not respond to the phone call in the story it is folded.

  In addition, if there is a call from another person during a call, a pop-up message indicating that a call is being made is displayed. For example, “name of destination”, “requirements (when the other party makes a call at the time of call CALL)”, “pattern of return response”, etc. are displayed. The return response pattern can be determined according to the content of the response. If the pop-up message is closed without selecting the return response, the default message is returned to the customer side. Also, when calling from a sales to a customer, you can leave a message if the other party cannot answer the call.

  Also, the customer always knows whether the person in charge is busy. In addition, after selecting the brand information (board information) on the customer-side screen, in order to be able to make a call, the sales side displays the brand information to be bought and sold together with a pop-up message.

  In addition, since the return phone call comes from the sales at a specific time, after entering the requirement and the time at which the call is requested to be returned in a predetermined field, the sales side performs several times before the specific time by performing CALL. In addition, a message indicating scheduled return is displayed until a predetermined time. In addition, when placing a call, the requirement is also transmitted when the call is pressed by inserting the requirement, so that the requirement is transmitted to the other party and the requirement described therein is displayed to the other party.

  The call adjustment support method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM, an MO, and a DVD, and is executed by being read from the recording medium by the computer. The program may be a transmission medium that can be distributed via a network such as the Internet.

  As described above, the call adjustment support system, the call adjustment support method, and the call adjustment support program for causing a computer to execute the method according to the present invention are suitable for use in the adjustment process for calls between sales and customers.

It is explanatory drawing which shows the system configuration | structure of the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows the hardware constitutions of the server and information processing terminal device which comprise the telephone call adjustment assistance system concerning this Embodiment of this invention. It is a block diagram which shows the functional structure of the telephone call adjustment assistance system concerning this Embodiment of this invention. It is a flowchart which shows the procedure of the process of the server which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows an example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows the relationship between the state of a customer side, and the display of the sale side accompanying the state of the said customer side. It is explanatory drawing which shows the relationship between the state of a sales side, and the display of the customer side accompanying the state of the said sales side. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the customer side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows an example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows another example of the display screen displayed on the sales side information processing terminal device which comprises the telephone call adjustment assistance system concerning this Embodiment of this invention. It is explanatory drawing which shows the content of the corresponding | compatible process table of the telephone call adjustment assistance system concerning embodiment of this invention. It is explanatory drawing which shows another content of the corresponding | compatible process table of the telephone call adjustment assistance system concerning embodiment of this invention. It is explanatory drawing which shows another content of the corresponding | compatible process table of the telephone call adjustment assistance system concerning embodiment of this invention. It is explanatory drawing which shows another content of the corresponding | compatible process table of the telephone call adjustment assistance system concerning embodiment of this invention. It is explanatory drawing which shows another content of the corresponding | compatible process table of the telephone call adjustment assistance system concerning embodiment of this invention. It is explanatory drawing which shows the state of the line | wire between an institutional investor (customer) and charge sales. It is explanatory drawing which shows the content of the table which recorded the seating / leaving situation of each customer. It is explanatory drawing which shows the content of the table which recorded the seating / seating situation of each sales. It is explanatory drawing which shows the content of the table which records whether it is busy in the connected line while recording the connection relation of a line. It is an example of the screen which sales use. It is an example of the screen which a customer uses. It is explanatory drawing which shows an example of the external appearance of a mobile telephone. It is explanatory drawing which shows the outline | summary of the business of sales concerning a prior art.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Network 101 Web & IP / Telephone server 102 Call adjustment support system DB group 103 Sales side information processing terminal device group 104 Trader side information processing terminal device group 105 Gateway server 106-109 Customer side information processing terminal device 302 Display content determination part

Claims (7)

Information processing terminal device for sales, information processing terminal device for customer, and server are connected by a network and a call adjustment support system for supporting adjustment of a call between the sales and the customer in a state where a telephone line is connected Because
The sales information processing terminal device,
Display means for displaying information relating to outgoing calls from the customer;
An input means for inputting a call enable signal or a call disable signal to the customer according to the information displayed by the display means;
Transmitting means for transmitting a call enable signal or a call disable signal input by the input means to the server;
With
The server is
Receiving means for receiving a call enable signal or a call disable signal transmitted by the transmitting means;
Display content determination for determining display contents to be displayed on the information processing terminal device of the sales and display contents to be displayed on the information processing terminal device of the customer based on the call enable signal or the call disable signal received by the receiving means Means,
Transmitting means for transmitting information on the display content determined by the display content determining means to the information processing terminal device for sales and the information processing terminal device for customer;
A call adjustment support system characterized by comprising: The call disabling signal includes either information relating to returning to the customer by designating a predetermined time or information relating to having the customer wait for the designated time. The call adjustment support system according to claim 1. Information processing terminal device for sales, information processing terminal device for customer, and server are connected by a network and a call adjustment support system for supporting adjustment of a call between the sales and the customer in a state where a telephone line is connected Because
The information processing terminal device of the customer is
Display means for displaying information relating to outgoing calls from the sales;
An input means for inputting a call enable signal or a call disable signal to the sales related to the information displayed by the display means;
Transmitting means for transmitting a call enable signal or a call disable signal input by the input means to the server;
With
The server is
Receiving means for receiving a call enable signal or a call disable signal transmitted by the transmitting means;
Display content determination for determining display contents to be displayed on the information processing terminal device of the sales and display contents to be displayed on the information processing terminal device of the customer based on the call enable signal or the call disable signal received by the receiving means Means,
Transmitting means for transmitting information on the display content determined by the display content determining means to the information processing terminal device for sales and the information processing terminal device for customer;
A call adjustment support system characterized by comprising: For the call impossible signal, the sales person is asked to specify a predetermined time and repeat the call, information related to receiving a message, and the predetermined time is specified and waited as it is. 4. The call adjustment support system according to claim 3, wherein any one of the information related to the information is included. Calls that support coordination of calls between the sales and the customer in a state in which a telephone line is connected using a sales information processing terminal device, a customer information processing terminal device, and a server connected via a network An adjustment support method,
A display step of displaying information on the outgoing call from the customer on the information processing terminal device of the sales ;
An input step in which the information processing terminal device of the sales receives an input of a call enable signal or a call disable signal to the customer according to the information displayed by the display step;
The server determines the display content to be displayed on the sales information processing terminal device and the display content to be displayed on the customer information processing terminal device based on the call enable signal or the call disable signal input in the input step. Display content determination process;
A display step of displaying information on the display content determined by the display content determination step on the information processing terminal device of the sales and the information processing terminal device of the customer;
A call adjustment support method characterized by comprising: Calls that support coordination of calls between the sales and the customer in a state in which a telephone line is connected using a sales information processing terminal device, a customer information processing terminal device, and a server connected via a network An adjustment support method,
A display step of displaying information on the outgoing call from the sales on the information processing terminal device of the customer ;
An input step in which the customer's information processing terminal device accepts an input of a call enable signal or a call disable signal to the sales related to the information displayed by the display step;
The server determines the display content to be displayed on the sales information processing terminal device and the display content to be displayed on the customer information processing terminal device based on the call enable signal or the call disable signal input in the input step. Display content determination process;
A display step of displaying information on the display content determined by the display content determination step on the information processing terminal device of the sales and the information processing terminal device of the customer;
A call adjustment support method characterized by comprising:   A call adjustment support program for causing a computer to execute the method according to claim 5 or 6.

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