JP6863177B2 - Communication control device, communication control program, and communication control method - Google Patents

Description

The present invention relates to a communication control device, a communication control program, and a communication control method, and can be applied to, for example, a communication control device, a communication control program, and a communication control method that perform logon control in a contact center system.

In recent years, an increasing number of companies have provided contact center systems (call center systems) to centrally receive and respond to inquiries from customers in real time. In the contact center system, a plurality of operators dedicated to telephone correspondence are on standby, and an operator terminal is used to respond to an incoming call from a customer. In a contact center system, an operator terminal is composed of a telephone terminal that makes a call and a computer (PC) that displays and records a call result and customer information.

The operator logs on to the contact center system from the operator terminal and performs business.

By the way, in a large-scale contact center system, many operators (operator terminals) log on to the contact center system at the same time at the start of business, so that the contact center system becomes overloaded due to the concentration of logon processing, and the operator logs on or logs on. There was a problem that incoming calls from customers could not be processed normally.

In response to the above problem, for example, Patent Document 1 discloses a logon control technique for limiting the number of logons of a system according to an overloaded state of a computer system.

JP-A-2010-44633

However, in the technique described in Patent Document 1, since the number of logons is uniformly limited according to the overload state of the system, a waiting call is made to the contact center system (a call waiting until an operator who can receive an incoming call appears). ) Exists, there is a problem that the operator who should respond to the waiting call cannot be logged on with priority.

Therefore, there is a demand for a communication control device, a communication control program, and a communication control method that can preferentially log on to an operator terminal that should respond to a customer terminal.

The first aspect of the present invention is a communication control device that receives logon requests from a plurality of operator terminals, permits the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals. (1) Incoming call information that manages incoming call information from each customer terminal in a group unit composed of one or a plurality of operator terminals that should respond to a request from each customer terminal, and each of the above. An operator that should be prioritized from the logon request information based on the storage means for storing the logon request information from the operator terminal and (2) the number of registrations for each group held in the incoming call information. It is characterized by having a data processing means for extracting a predetermined value of terminals and (3) a logon processing means for processing the logon request of each operator terminal extracted by the data processing means.

The second communication control program of the present invention is a communication control device that receives logon requests from a plurality of operator terminals, permits the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals. (1) The information of the incoming call from each customer terminal is managed in a group unit composed of one or a plurality of operator terminals that should respond to the request from each customer terminal. Information on the logon request based on the incoming call information, a storage means for storing the information on the logon request from each operator terminal, and (2) the number of registrations for each group held in the incoming call information. It is characterized by functioning as a data processing means for extracting a predetermined value of operator terminals to be prioritized from among the above, and (3) a logon processing means for processing the logon request of each of the operator terminals extracted by the data processing means. And.

A third aspect of the present invention is a communication used in a communication control device that receives logon requests from a plurality of operator terminals, permits the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals. It is a control method and has a storage means, a data processing means, and a logon processing means. (1) The storage means receives information on an incoming call from each customer terminal in response to a request from each customer terminal. The incoming call information managed in a group unit composed of one or a plurality of operator terminals to be dealt with and the information of the logon request from each operator terminal are stored, and (2) the data processing means is the incoming call. Based on the number of registrations in each group unit held in the information, the operator terminals to be prioritized are extracted from the information of the logon request by a predetermined value, and (3) the logon processing means is the data processing means. It is characterized in that the logon request of each of the extracted operator terminals is processed.

According to the present invention, the operator terminal that should respond to the customer terminal can be preferentially logged on.

It is a block diagram which shows the functional configuration of the contact center server which concerns on embodiment, and the connection configuration (contact center system) around it. It is a figure which shows the configuration example of the incoming call management file, the logon request management file, and the system management file which concerns on embodiment. It is a flowchart which shows the operation of the contact center server which concerns on embodiment. It is a figure which shows the configuration example of the priority weighting management file and the system management file which concerns on a modification form.

(A) Main Embodiments Hereinafter, embodiments of a communication control device, a communication control program, and a communication control method according to the present invention will be described with reference to the drawings.

(A-1) Configuration of First Embodiment (A-1-1) Overall Configuration FIG. 1 shows a functional configuration of a contact center server according to an embodiment and a connection configuration (contact center system) around the same. It is a block diagram. In FIG. 1, the contact center system 1 includes a contact center server 10, a plurality of operator terminals 20 (20-1 to 20-N), and a customer telephone terminal 30 as components.

The contact center server 10 is a server that provides a contact center function (in this embodiment, a call center function) to a customer (customer telephone terminal 30).

The customer telephone terminal 30 is a telephone owned by a customer who uses the contact center system 1. For example, the customer telephone terminal 30 may be a fixed telephone or a mobile telephone. From another point of view, for example, the customer telephone terminal 30 may be a legacy telephone or an IP telephone (including a softphone). If the system can provide a fax signal or a data signal to a customer based on an operator's instruction or the like, in addition to the customer telephone terminal 30, a facsimile terminal, a personal computer, or the like is also a terminal related to the customer. The customer telephone terminal 30 can be connected to the contact center server 10 via the communication network N.

The communication network N may be any communication network that can connect the customer telephone terminal 30 to the contact center server 10, and the type thereof is not limited. Further, there may be a plurality of types of networks interposed between the customer telephone terminal 30 and the contact center server 10, and the communication network N may be composed of a plurality of types of networks. Examples of the communication network N include a telephone network, an IP (Internet Protocol) network, an IMS (IP Multimedia Subsystem) network, and the like.

The operator terminal 20 is a terminal including a PC 200 used by a corresponding operator who performs contact center work. The PC 200 has a logon processing unit 201 that makes a logon request to the contact center server 10 and controls logon, and a communication unit 202 that connects to the contact center server 10 via a LAN (Local Area Network) 50.

Although not shown in this embodiment, the operator terminal 20 is premised on having a telephone terminal, and the operator's telephone terminal applied in such an embodiment is, for example, an operation key or an operation key. It is a telephone similar to an IP telephone (including a softphone) having a display unit and the like. Further, in the following, each operator terminal 20 will be described as being housed in the LAN, but each operator terminal 20 is individually connected to the contact center server 10 (the whole or its elements) via a line or a cable. It may be connected.

(A-1-2) Detailed Configuration of Contact Center Server 10 As shown in FIG. 1, the contact center server 10 includes a gateway (GW) 100, a communication unit 101, a logon processing unit 102, a call processing unit 103, and a storage unit. It has 104, a data processing unit 105, and a timer 106.

The contact center server 10 may realize a function in charge by a hardware configuration (for example, a dedicated integrated circuit), and a program in which a CPU is prepared in advance (such as this within the scope of claims). The function in charge may be realized by executing (the program is called a communication control program), but the function can be represented by FIG.

The gateway 100 performs a process for connecting the communication network N and the LAN 50 on the call center side. The gateway 100 converts, for example, between the protocol in the communication network N and the protocol in the LAN 50, and the signal from the communication network N to the LAN 50 and the signal from the LAN 50 to the communication network N match the transmission destination network. To do so.

The communication unit 101 is connected to the gateway 100 and each operator terminal 20 via the LAN 50, and is also connected to the logon processing unit 102, the call processing unit 103, and the data processing unit 105 via an internal signal line. There is.

The logon processing unit 102 processes a logon request from each operator terminal 20. The logon processing unit 102 logs on the operator (operator terminal 20) notified from the data processing unit 105, which will be described later, to the system.

The call processing unit 103 uses, for example, an ACD (Automatic Call Distribution) function to select an operator corresponding to the customer telephone terminal 30 that has received an incoming call from a plurality of operators (operator terminals 20) based on a predetermined condition. , The operator terminal 20 of the selected operator and the customer telephone terminal 30 of the customer are connected. In this embodiment, the call processing unit 103 manages incoming calls in group units composed of one or a plurality of operator terminals 20 by using the incoming call management file F1 described later.

The call processing unit 103 automatically responds to an incoming call from the customer telephone terminal 30 by using the voice information stored in advance when the operator terminal 20 is full by the IVR (Interactive Voice Response) function. May be done. The operator terminal 20 may finally specify the group of the operator terminals 20 to be dealt with by the automatic response of the IVR.

The storage unit 104, for example, has an incoming call management file F1 for managing incoming calls to the contact center system 1 (contact center server 10), a logon request management file F2 for managing logon requests from the operator terminal 20, and the like. Stores various data such as the system management file F3 used when calculating the priority of the logon request.

FIG. 2 is a diagram showing a configuration example of an incoming call management file, a logon request management file, and a system management file according to the embodiment.

In FIG. 2A, the incoming call management file F1 is composed of a “call identification ID” for identifying an incoming call and a “group ID” for identifying an operator group of the called destination. When the call processing unit 103 receives an incoming call, the call processing unit 103 registers data (incoming call information) in the incoming call management file F1. Further, the call processing unit 103 deletes the data registered when the call with the operator terminal 20 is established.

FIG. 2A shows an example in which three types of data are registered. For example, in the first data, the call identification ID is "call 1" and the group ID is "group 1". In addition, in FIG. 2 (A) (and FIG. 2 (B) described later), an example of combining letters and numbers is shown in order to simplify the explanation, but the values actually stored are only numbers. But of course it's good. Group 1 is, for example, a department composed of several operators (several operator terminals 20) and is in charge of canceling a predetermined service.

The logon request management file F2 is for managing the "operator ID" for identifying the operator who requested the logon, the "group ID" for identifying the operator group to which the operator belongs, and the time when the logon request is received. It consists of "logon time" and "priority" for registering the result of calculating the logon priority. When the logon processing unit 102 receives the logon request from the operator terminal 20, the logon processing unit 102 registers the data (logon request information) in the logon request management file F2. In addition, the logon processing unit 102 deletes the registered data when the actual logon processing is completed.

FIG. 2B shows an example in which five data items are registered. For example, in the first data, the operator ID is "operator 1", the group ID is "group 2", the logon time is "2017/3/8 9:00:46", and the priority is "114". Is. The item of "priority" is empty at the time when the data is registered, and the value of the priority calculated by the data processing unit 105 described later using the system management file F3 is stored.

The system management file F3 is used to notify the logon processing unit 102 of the "logon time weight value" and "group ID weight value" used when calculating the logon priority, and the operator having a high priority after calculating the priority. It consists of the "number of operator selections" used for.

The data processing unit 105 uses the timer 106 as a start trigger to periodically (for example, every second) refer to the logon request management file F2 and the incoming call management file F1, the difference between the logon time and the current time, and each group. The logon priority is calculated from the number of registered IDs. After calculating the priority, the data processing unit 105 extracts the operators (operator terminals 20) having a high priority (the calculation result is large) from the logon request management file F2 for the number of operator selections set in the system management file F3. Then, the logon processing unit 102 is notified. The detailed operation of the data processing unit 105 will be described in detail in the section of operation described later.

(A-2) Operation of the Embodiment Next, the operation of the contact center system 1 (contact center server 10) of the embodiment having the above configuration will be described with reference to the drawings.

FIG. 3 is a flowchart showing the operation of the contact center server according to the embodiment.

The data processing unit 105 periodically (for example, every second) confirms the logon request management file F2 by using the timer 106 as a start trigger (S101).

The data processing unit 105 ends the process when the logon request information does not exist in the logon request management file F2, and performs the following process when the logon request information exists in the logon request management file F2 (S102).

When the logon request information exists, the data processing unit 105 gives priority to the logon of each operator terminal 20 according to the procedure of steps S103-1 to S103-6 described later one by one for all the logon request information. The degree calculation process is performed (S103).

First, the data processing unit 105 confirms whether the incoming call information matching the group ID in the logon request information exists in the incoming call management file F1 (S103-1). For example, if the first data (logon request information) of the logon request management file F2 is taken as an example, since the group ID is group 2, the data (incoming call information) that matches the group 2 is the incoming call management. Check if it exists in file F1. Then, in the incoming call management file F1, the incoming call information matching the second data (data whose call identification ID is call 2) can be confirmed.

The data processing unit 105 performs the following processing when the incoming call information with the matching group ID exists in the incoming call management file F1, and when the incoming call information with the matching group ID does not exist in the incoming call management file F1. The process proceeds to step S103-4, which will be described later (S103-2).

When the incoming call management file F1 has the incoming call information whose group ID matches, the data processing unit 105 searches for the group ID of the incoming call management file F1 based on the group ID in the logon request information and registers it. Acquire the number of group IDs that have been created (S103-3). For example, the number of cases in which data with a group ID of group 2 is registered is one (only data with a call identification ID of call 2).

Next, the data processing unit 105 acquires the difference between the logon time and the current time in the logon request information in seconds (S103-4). For example, if the logon time is "2017/3/8 9:00:46" and the current time is "2017/3/8 9:00:01: 00", the data processing unit 105 acquires "14" seconds. ..

Next, the data processing unit 105 acquires the group ID weight value and the logon time weight value from the system management file F3 (S103-5).

Next, the data processing unit 105 calculates the priority according to the following equation (1) based on the information acquired by the above processing, and updates the priority in the logon request information (S103-6). ).
Priority = number of registered group IDs x group ID weight value + difference between logon time and current time x logon time weight value ... (1)

For example, in the first data (logon request information) of the logon request management file F2, as described above, the number of group ID registrations (number of registrations of group 2) is "1", and the logon time and the current time. The difference between is "14" seconds. The group ID weight value is "100", and the logon time weight value is "1". The priority obtained by substituting the above values into Eq. (1) is "114". Then, the data processing unit 105 updates the priority in the logon request information to the calculated priority. In the logon request management file F2 of FIG. 2B, the priority value that has already been updated is shown.

When the processing of steps S103-1 to S103-6 described above is completed for all the data in the logon request management file F2, the data processing unit 105 shifts to the next processing.

The data processing unit 105 acquires the number of operators selected in the system management file F3 (S104).

The data processing unit 105 extracts the operators in descending order of priority in the data of the logon request management file F2 by the set value of the number of operator selections, and notifies the extracted data to the logon processing unit 102 (S105). .. For example, the data processing unit 105 starts with the logon request management file F2 of FIG. 2B, the data having a priority of "213" (operator 2), the data having a priority of "210" (operator 5), and the priority. Extracts the data for three cases of the data of "114" (operator 1) and notifies the logon processing unit 102.

Then, the logon processing unit 102 that has received the logon notification starts the logon process of the notified operator, and logs on the operator terminal 20 to the contact center system 1 (contact center server 10).

(A-3) Effect of Embodiment As described above, according to this embodiment, the data processing unit 105 of the contact center server 10 periodically confirms the logon request management file F2 by using the timer 106 as a start trigger. Then, by calculating the logon priority and notifying the logon processing unit 102 of the operator having the higher priority, the operator terminal that should answer the waiting call when the waiting call already exists in the contact center system 1. 20 can be prioritized to log on.

Further, even if logons from operators are concentrated and a large amount of logon request information exists in the logon request management file F2, the data processing unit 105 uses the timer 106 as a start trigger to periodically systemize the operator with a high priority. By extracting the set value of the number of operator selections in the management file F3, sequentially notifying the logon processing unit 102, and performing the logon process, the operator does not adjust the logon interval to the contact center system 1 and contacts the contact. It is possible to prevent the center server 10 from being overloaded.

(B) Other Embodiments Although various modified embodiments have been described in the above-described embodiments, the present invention can also be applied to the following modified embodiments.

(B-1) In the above-described embodiment, the data processing unit 105 uniformly calculates the priority of the above-mentioned equation (1), and uniformly groups all the data in the logon request management file F2 in the system management file F3. The ID weight value (100) and the logon time weight value (1) were used. As a modification, the data processing unit 105 may use different group ID weight values and logon time weight values for each group ID when calculating the priority. For example, the data processing unit 105 uses the priority weighting management file F4 as shown in FIG. 4A instead of the system management file F3, and uses different group ID weight values and logon time weight values for each group ID. Is used to calculate the priority. By using the priority weighting management file F4, the number of group IDs registered in the incoming call management file F1 (in other words, the number of waiting calls that the corresponding operator group should handle) and the operator log on to the system. It is possible to set which of the waiting time after that is emphasized for each group. In the modified example, the set value of the number of operator selections may be held in the form (system management file F5) as shown in FIG. 4B, for example.

(B-2) In the above-described embodiment (including the modified embodiment of B-1), the data processing unit 105 calculates the priority using the above-mentioned equation (1). As a modification, the data processing unit 105 may calculate the priority by the following equation (2), for example.
Priority = number of registered group IDs x group ID weight value ... (2)

In the above equation (2), only the number of waiting calls to be handled by the corresponding operator group is used as the priority criterion. That is, the operator who has many waiting calls to be handled is prioritized to log on to the system over the logon of the operator who has no (fewer) waiting calls to be handled. When the above equation (2) is used, the process of step S103-4 becomes unnecessary.

1 ... Contact center system, 10 ... Contact center server, 20 (20-1 to 20-2) ... Operator terminal, 30 ... Customer telephone terminal, 100 ... Gateway, 101 ... Communication unit, 102 ... Logon processing unit, 103 ... Call Processing unit, 104 ... Storage unit, 105 ... Data processing unit, 106 ... Timer, 201 ... Logon processing unit, 202 ... Communication unit, F1 ... Incoming call management file, F2 ... Logon request management file, F3 ... System management file, F4 ... Priority weighted management file, F5 ... System management file, N ... Communication network.

Claims (6)

A communication control device that receives logon requests from a plurality of operator terminals, approves the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals.
Incoming call information that manages incoming call information from each customer terminal in a group unit composed of one or a plurality of operator terminals that should respond to a request from each customer terminal, and incoming call information from each operator terminal. A storage means for storing the information of the logon request and
A data processing means for extracting a predetermined value of operator terminals to be prioritized from the logon request information based on the number of registrations for each group held in the incoming call information.
A communication control device including a logon processing means for processing the logon request of each operator terminal extracted by the data processing means. The logon request information includes the time when the logon request is made from each operator terminal.
The data processing means performs the logon request based on the difference value between the current time and the time when the logon request is made from each operator terminal and the number of registrations in the group unit held in the incoming call information. The communication control device according to claim 1, wherein a predetermined value of operator terminals to be prioritized is extracted from the information of the above. The communication control device according to claim 2, wherein the difference value and the number of registrations in the group unit are weighted. The communication control device according to claim 3, wherein the weighting process differs for each group. A computer mounted on a communication control device that receives logon requests from a plurality of operator terminals, approves the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals.
Incoming call information that manages incoming call information from each customer terminal in a group unit composed of one or a plurality of operator terminals that should respond to a request from each customer terminal, and incoming call information from each operator terminal. A storage means for storing the information of the logon request and
A data processing means for extracting a predetermined value of operator terminals to be prioritized from the logon request information based on the number of registrations for each group held in the incoming call information.
A communication control program characterized in that it functions as a logon processing means for processing the logon request of each operator terminal extracted by the data processing means. A communication control method used for a communication control device that receives logon requests from a plurality of operator terminals, approves the logon requests, and then calls and connects each operator terminal to one or a plurality of customer terminals.
It has a storage means, a data processing means, and a logon processing means.
The storage means includes incoming call information that manages incoming call information from each customer terminal in a group unit composed of one or a plurality of operator terminals that should respond to a request from each customer terminal. The information of the logon request from each operator terminal is stored, and the information is stored.
The data processing means extracts a predetermined value of operator terminals to be prioritized from the logon request information based on the number of registrations for each group held in the incoming call information.
A communication control method, wherein the logon processing means processes the logon request of each operator terminal extracted by the data processing means.

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