JP2002209020A - Accepted call distribution processing system and accepted call distribution method used therein - Google Patents

Abstract

(57) [Summary] [PROBLEMS] To provide a reception call distribution processing system capable of flexibly responding to the reception request of each medium and capable of efficiently distributing the reception request of each medium. SOLUTION: Acceptance request (call) processing units 3-1 to 3-n hold queue information of accepted calls in queue memories 8-1 to 8-n through a queue management unit 6. Distribution processing units 4-1 to 4
-N selects a distribution destination according to a distribution command from the reception request (call) processing units 3-1 to 3-n and the receptionist status processing units 5-1 to 5-n, and distributes the distribution destination from the communication interface unit 2. Send a notification message. Recipient state processing units 5-1 to 5-n
Is the recipient status memory 9-1 through the recipient status management unit 7.
９9-m.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an accepted call distribution processing system and an accepted call distribution method used therewith, and more particularly, to an accepting operator such as an accepting call from a telephone, an accepting request from the Internet such as e-mail or Web access, etc. To how to distribute.

[0002]

2. Description of the Related Art Generally, as shown in FIGS. 20 (a) to 20 (c), a reception center for receiving the above-mentioned reception request is a telephone reception center (form # 1), an e-mail reception center (form #). 2), Internet reception center (form # 3)
And so on.

The telephone reception center of the form # 1 is an exchange 31
, Which perform incoming and outgoing calls through the exchange 1, and an ACD (Automatic Ca) which is connected to the exchange 1 and distributes incoming calls.
ll Distribution: Automatically Accepted Call Distribution System or CTI (Computer Tel)
ephony Integration) System 33
[See FIG. 20 (a)].

The E-mail reception center of the form # 2 is composed of E-mail processing software 34 and receiver terminals (PCs: personal computers) 35-1, 35-2,... [FIG. reference].

[0005] The Internet reception center of the form # 3 includes an exchange 31, subscriber telephones 32-1, 32-2,...
-1, 35-2,... And the Internet reception center server 36 [see FIG. 20 (c)].

At present, the most common form is the telephone reception center of form # 1, but as the Internet access of customers to companies and the like is increasing, reception requests from the Internet, such as e-mails and Web access of customers, are now increasing. The necessity of processing at the reception center is emerging.

[0007] Here, a telephone call is a medium with high instantaneousness, and if it is not answered immediately, it is abandoned. Also, E
The mail is a medium with low immediacy, and it is sufficient to reply within a few hours, or to automatically reply with a primary reply mail indicating that the mail has been accepted for the time being, and to reply later by the reception operator. Further, Web callback is a medium that must be answered at a specified time, and it is necessary to make a call during a callback time slot requested by a customer.

[0008]

However, in a company or the like that already has a reception center of form # 1, the form # 1
If a new Internet reception center of the form # 3 is newly constructed from the reception center of the first step, cost, securing of human resources,
There are many problems such as system migration.

[0009] Further, companies and the like that separately provide a telephone reception center and Web-based customer support desire to improve the business efficiency and unify the customer contact by integrating these. At present, e-mail reception processing is urgently required even during Internet access from customers.
Email processing software has recently been provided by multiple vendors.

The automatic distribution processing system (hereinafter, referred to as an ACD system) of the telephone reception center in form # 1 and the telephone reception service provided by the call center system are carried out in form # 2 and # 3. There is a need for an Internet reception service that is inexpensive and that integrates telephone and Internet reception to improve business efficiency.

Furthermore, when the number of media that can be accepted increases, a distribution process unique to multimedia reception processing is prepared, rather than distributing reception work using a relatively simple distribution theory performed in the ACD system up to now. In addition, there is a need for a system that improves the operation efficiency of the entire reception center, improves customer satisfaction, and the like.

[0012] Telephone call, e-mail, Web as described above
Depending on the type of media such as callback, it is necessary to flexibly cope with the response policy of reception. on the other hand,
The number of receptionists is finite, and there is a limit in performing reception processing on several media at the same time.

In the ACD system for telephone calls (single media), it is not necessary to consider the above-mentioned difference in media. Therefore, simply applying the existing ACD system as it is, the reception request over a plurality of media as described above. Is difficult to process efficiently.

When the ACD system for telephone calls, the E-mail distribution system, and the like exist separately, the media are operated independently for each medium. However, sufficient advantages cannot be obtained from the viewpoint of efficiently processing reception requests over a plurality of media.

As a method of distributing calls using a plurality of types of media, there is a technique disclosed in Japanese Patent Application Laid-Open No. 2000-244568. In this technology, PBX
(Private Branch eXchange
e), when a unified message server, an electronic dialogue server, an IP (Internet Protocol) telephony server, and a Web server make a connection request for a call of a media type for controlling connection, an operator at the connection destination of the call is sent to the multimedia ACD server. And the call is connected to the operator returned from the multimedia ACD server.

In this technology, multimedia AC
The D server monitors the call status of calls of each media type of each operator, and determines the connection destination of each call so that at least calls of the media type for real-time communication are not connected to the same operator at the same time.

In the technology described in the above-mentioned publication, the main purpose is to determine a connection destination so as not to impair the real-time property of a call made by a plurality of types of media. It does not efficiently handle reception requests across multiple media.

Therefore, an object of the present invention is to solve the above-mentioned problems, to flexibly respond to each media reception request, and to efficiently distribute each media reception request. It is an object of the present invention to provide a distribution processing system and an accepted call distribution method used therein.

[0019]

A reception call distribution processing system according to the present invention is a reception call distribution processing system for distributing a reception request via a plurality of media to a reception section, wherein the reception request is integrated. There is provided a means for managing a queue and a means for managing the reception status of each of the plurality of media, and is configured to perform a distribution process to an optimal reception department according to the queue management and the management of the reception status.

The received call distribution method according to the present invention is a received call distribution processing method for distributing a received request via each of a plurality of media to a receiving section, wherein the step of centrally managing the received request comprises the step of: Managing the reception status of each of the plurality of media, and performing a distribution process to an optimal reception department according to the queue management and the reception status management.

That is, the accepted call distribution processing system of the present invention [hereinafter referred to as multimedia ACD (Automatic)
Call Distribution System) is a reception center for receiving inquiries, information inquiries, and the like from customers and the like. In the reception center, customers can use telephones, mobile phones, e-mails, chats, Web access, Internet phones, etc. A request for reception is made by a simple access means, while a multimedia ACD system, which is one of a group of servers and applications, forms a reception center and manages a reception request composed of a plurality of media in a centralized manner, and It is a system that performs distribution processing to various reception operators and automatic response devices for various media.

With this system, it becomes possible to integrate the Internet reception function into an existing telephone reception center at low cost and to integrate a reception system divided for each medium. Also,
Reception operator logon authentication, reception work status management,
Queue management, distribution processing, etc. of each reception media can be taken over all media, so distribution processing is performed so that the workload of reception operators is equal, and media requiring immediate response is required. Can be preferentially distributed, and the reception center operator can be provided with advantages such as improved work efficiency, increased customer acquisition opportunities, and reduced customer loss.

Also, since it has an interface for processing a reception request over a plurality of media, e-mail processing software provided from various vendors and a CTI (Computer Te) having an Internet function are provided.
(Legony Integration), it is possible to provide an Internet reception service by cooperating with a server or the like.

More specifically, the system of the present invention comprises a customer terminal, a customer telephone, a customer mobile phone, an e-mail server, a W
eb server, internet telephone server, exchange, reception center server group and multimedia ACD system,
It consists of a receptionist telephone and a receptionist terminal, and a reception business processing device.

The customer terminal is a company in each home, company, etc.
It is a terminal for accessing groups and the like from the Internet. It is possible to access the reception center by e-mail, chat, Web access, Internet telephone, etc. with various communication software, and to access the Internet including personal computers. Any form of terminal possible. A customer telephone and a customer mobile phone are terminals for accessing a reception center via a telephone network.

An e-mail server, a Web server, an Internet telephone server, and an exchange correspond to devices that first receive access from a customer. The reception center server group and the multimedia ACD system process the access from the customer as a reception request, and control the receptionist telephone and the receptionist terminal in cooperation with each other so that the receptionist performs the reception work.

The acceptor telephone is any type of telephone terminal such as a fixed telephone, and the acceptor terminal is any type of terminal capable of handling various media such as a personal computer and an Internet telephone. Further, the reception service processing device is generally any type of device necessary for processing an unattended reception service.

According to the multimedia ACD system of the present invention, the above-described processing is performed in the above configuration,
By managing queues of reception requests over a plurality of media and managing the reception status of each medium of the receptionist, it becomes possible to realize an integrated distribution system that improves the operational efficiency of the reception center as a whole.

In other words, the multimedia ACD system of the present invention manages the reception requests of all kinds of media in the same system (program) in a queue, and simultaneously manages the reception status of each media of the receiver, thereby realizing the multimedia. A media-specific distribution function can be provided.

Further, the processing portions of the respective media can operate independently. In other words, even during reception of an e-mail, it is possible to operate according to an operation policy in consideration of a media type such as distribution immediately after an incoming call.

Further, the processing portions of the respective media can be controlled mutually. In other words, if the call is distributed and the telephone is busy, another media is not accepted, or the mediation of the reception operator is temporarily stopped from distributing the other media while the telephone call is being made to the customer by Web callback. Can be operated in accordance with an operation policy that takes account of the above.

[0032]

Next, an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing the configuration of a multimedia ACD (automatic incoming call distribution processing) system according to an embodiment of the present invention. In FIG. 1, a multimedia ACD system 1 includes a communication interface 2
And a reception request (call) processing unit (× n media) 3-1 to 3
-N and distribution processing units (× n media) 4-1 to 4-n
And the receiver status processing unit (× n media) 5-1 to 5-n
Queue management unit 6, Reception status management unit 7, Queue memories 8-1 to 8-n, Reception status memory 9-1 to 9
-M and a control information database 10.

Here, the control information database 10 includes system information, reception group information (× n media), and reception operator information (× m persons) (however, each reception operator information includes information for n media). ), Call control information (× n
Media), multimedia-specific processing information including information for call control, information for controlling the state of a reception operator, and the like. The reception request (call) processing units 3-1 to 3-n
, Distribution processing units 4-1 to 4-n, and receiver status processing unit 5-1
.About.5-n operate based on the contents stored in the control information database 10.

The above-mentioned control scenarios include queue registration and queue deletion for reception groups in the queue memories 8-1 to 8-n, queue registration and queue deletion for personal queues in the queue memories 8-1 to 8-n. , Queuing priority change, primary response device connection, parameter comparison, processing standby, forced termination, scenario termination, etc. This is information indicating the processing procedure of accepted calls in the acceptance request (call) processing units 3-1 to 3-n. .

For example, the reception request (call) processing units 3-1 to 3-3
When the reception request processing instruction is received from the communication interface unit 2, information about which control scenario included in the reception request message is to be activated is added to the reception request processing instruction from the communication interface unit 2. Then, the designated control scenario is activated, and the processes prepared for the control scenario are sequentially performed.

FIG. 2 shows the queue memories 8-1 to 8-n of FIG.
FIG. 3 is a diagram showing an example of the configuration of FIG. In FIG. 2, each of queue memories 8-1 to 8-n includes a plurality of queue registers for each of reception groups # 1 to #k and individual queue IDs (identification information) # 1 to #m. Stores reception (call) information including a media type and a reception (call) ID (identification information for each received call being unique in the system, such as a caller number and an e-mail address). Is done.

Each of the queue memories 8-1 to 8 -n has a media, such as a telephone, an e-mail, and an IP (Inter).
net Protocol) telephone (so-called Internet telephone).

FIG. 3 shows the receiver status memories 9-1 to 9-9 of FIG.
It is a figure showing the example of composition of -m. In FIG. 3, a holding area associated with each medium, for example, a telephone, an e-mail, an IP telephone, and the like is set in each of the acceptor status memories 9-1 to 9-m.

The above-mentioned holding area holds a value indicating the state of each medium of the reception operator corresponding to each medium. For example, if the value is "0", the status is "not logged on", if "1", the status is "unavailable", if "2", the status is "acceptable", and if "3", the status is "acceptable". For example, the state of “work (call)” is shown. Thus, it is possible to express various states of each medium by defining the values.

FIGS. 4 and 5 are flowcharts showing a receiving process by the multimedia ACD system according to one embodiment of the present invention. FIGS. 6 and 7 show a status changing process by the multimedia ACD system according to one embodiment of the present invention. 8 to 13 are flowcharts showing distribution processing by the multimedia ACD system according to one embodiment of the present invention. These FIGS. 1 to 1
Multimedia A according to an embodiment of the present invention with reference to FIG.
The processing operation of the CD system will be described. Hereinafter, for simplicity of description, it is assumed that the processing is performed by the reception request (call) processing unit 3-1, the distribution processing unit 4-1, and the receptionist state processing unit 5-1. -1,
It is assumed that the receiver status memory 9-1 corresponds.

First, the queuing process of each media reception request (call) will be described. When the communication interface unit 2 receives the reception request message (step S in FIG. 4)
1) Send a processing command to the reception request (call) processing unit 3-1 corresponding to the medium of the reception request message (step S2 in FIG. 4). Since the media type information is stored in the reception request message, it is possible to know which media is the reception call.

When receiving the processing instruction, the reception request (call) processing unit 3-1 refers to the receptionist state memory 9-1 through the receptionist state management unit 7 before registering the queue (step S3 in FIG. 4). For example, in the case of an e-mail reception call, the reception request (call) processing unit 3-1 refers to the e-mail reception state of the receiver.

The reception request (call) processing unit 3-1 distributes the received call to the receiver when there is a receiver waiting for the medium in a receivable state (step S4 in FIG. 4). The distribution command is sent to the distribution processing unit 4-1 (step S5 in FIG. 4).

Subsequently, the reception request (call) processing unit 3-1 refers to the control scenario in the control information database 10 and the call control information data such as the queue management method and sends a queue registration command to the queue management unit 6 (FIG. 9). 4 steps S6).

When the queue management unit 6 receives the queue registration command, for example, if the waiting queue of the telephone call is larger than the threshold value (step S7 in FIG. 4), the distribution of media other than the telephone call to the receiver is temporarily stopped. (Step S8 in FIG. 4). Thereafter, the queue management unit 6 stores the queue in the queue memory 8-
1, and manages queue information such as which queue of which reception group it is (step S9 in FIG. 5). With these processes, when media calls requiring immediate response are intensively received, the media distribution process can be preferentially performed.

Each time one unit of processing is completed (step S11 in FIG. 5), the reception request (call) processing unit 3-1 sends a processing result notification output command to the communication interface unit 2 (step S11 in FIG. 5), and The interface unit 2 transmits a processing result notification message (Step S12 in FIG. 5).

Next, the process of changing the status of each medium by the receiver will be described. When the communication interface unit 2 receives the status change request message (Step S21 in FIG. 6),
A processing command is sent to the receiver status processing unit 5-1 corresponding to the medium of the status change request message (step S2 in FIG. 6).
2). Since the status change request message stores the media type information, it is possible to know which media the status change request is.

When the state of a certain medium of the acceptor is changed to the acceptable state (step S23 in FIG. 6), the acceptor state processing unit 5-1 refers to the queue memory 8-1 through the queue management unit 6, and It is checked whether there is a call queued in the media and waiting for distribution (step S24 in FIG. 6).

If there is a call waiting for distribution, the receiver status processing unit 5-1 sends a distribution command to the distributed processing unit 4-1 (step S25 in FIG. 6). After that, the receptionist state processing unit 5-
1 refers to the receiver's state control information data in the control information database 10 and sends a state change command to the receiver state management unit 7 (step S26 in FIG. 6).

The receiver status management unit 7 changes the value of the receiver status memory 9-1 prepared for each receiver in response to the status change command (step S27 in FIG. 7). Each time one unit of processing is completed (step S28 in FIG. 7), the receptionist state processing unit 5
-1 sends a status change result notification output command to the communication interface unit 2 (step S29 in FIG. 7), and the communication interface unit 2 transmits a status change notification message (step S30 in FIG. 7).

Next, a description will be given of a process of distributing to a receptionist who is waiting in a reception-enabled state. In this case, when there are a plurality of waiting receptionists (step S31 in FIG. 8), the distribution processing unit 4-1 refers to the call control information and the like and selects the most optimum receptionist at that time ( FIG. 8 step S
32). The distribution processing unit 4-1 sends a distribution destination notification output command to the communication interface unit 2 (step S33 in FIG. 8), and the communication interface unit 2 transmits a distribution destination notification message (step S34 in FIG. 8).

In this case, in the existing ACD system, the exchange is instructed to switch between the line of the reception requester (a customer who calls the reception center or the like) and the extension telephone line of the receptionist. In the media ACD system 1, a distribution destination [for example, an ID (identification information) of a receiver] is notified by a distribution destination notification message from the communication interface unit 2. The module transfers the e-mail to the acceptor terminal (PC: personal computer).

In any case, it is the exchange or the e-mail management module that is the communication partner of the multimedia ACD system 1 that physically switches (associates) the reception request and the receiver. Has functions specialized as a reception request queuing system and a receptionist state management system. The specialized functions include flexible distributed processing in which various media are blended, and advanced state management over each media of the recipient.

On the other hand, the distribution processing unit 4-1 sends the above-mentioned distribution destination notification output command and simultaneously receives the reception request (call) processing unit 3-3-1.
1 (step S35 in FIG. 9), and releases the queue memory 8-1 for the received call distributed via the queue management unit 6 (step S36 in FIG. 9).

When the queue memory 8-1 is released, the waiting queue of the telephone call becomes smaller than the threshold value (step S37 in FIG. 9), and if the distribution of other media is temporarily stopped (step S38 in FIG. 9). ), Queue management unit 6
Releases the suspension of the distribution of media other than telephone calls to the callee (step S39 in FIG. 9).

Further, the distribution processing unit 4-1 refers to the control information, and changes the state of the media distributed to the receiving operator at the receiving side, for example, from the accepting state to the unacceptable state (in operation). Is required to be changed (step S40 in FIG. 10), a status change command is sent to the receiver status management unit 7 (step S41 in FIG. 10), and the receiver status memory 9-1 is passed via the receiver status management unit 7. Change the value of
0 step S42).

Further, when it is necessary to change the state of another medium of the receiver by the above change of the receiver state (step S43 in FIG. 10), the distribution processing unit 4-1 receives the telephone call queue, for example. When distributed to operators,
If it is desired to change another medium (e.g., e-mail, etc.) of the reception operator from an acceptable state to an unacceptable state, in the same manner as described above, the receiver state memory via the receiver state management unit 7 The value of another medium in 9-1 is changed (step S44 in FIG. 10). Through these processes, the reception operator can appropriately control the state of each medium in consideration of the type of the medium.

The process of distributing calls queued and waiting for distribution will be described. In this case, if there are a plurality of media queues (step S51 in FIG. 11), the distribution processing unit 4-1 refers to the call control information and the like and selects the most optimal queue at that time (FIG. 11). 11 step S52). The distribution processing unit 4-1 sends a distribution destination notification output command to the communication interface unit 2 (step S10 in FIG. 11).
53), the communication interface unit 2 transmits a distribution destination notification message (step S54 in FIG. 11).

On the other hand, the distribution processing unit 4-1 sends the above-mentioned distribution destination notification output instruction and simultaneously receives the reception request (call) processing unit 3-3-1.
1 (step S55 in FIG. 11).
The queue memory 8-1 for the received call distributed via the queue management unit 6 is released (step S56 in FIG. 11).

When the queue memory 8-1 is released, the waiting queue of the telephone call becomes smaller than the threshold value (step S57 in FIG. 11), and if the distribution of other media is temporarily stopped (step S58 in FIG. 11). ), The queue management unit 6 releases the suspension of the distribution of the media other than the telephone call to the receiver (step S59 in FIG. 11).

Further, the distribution processing unit 4-1 refers to the control information, and changes the state of the media distributed to the receiving operator at the receiving side, for example, from the accepting state to the unacceptable state (during work). Is required to be changed (step S60 in FIG. 11), a status change command is sent to the receiver status management unit 7 (step S61 in FIG. 11), and the receiver status memory 9-1 is passed via the receiver status management unit 7. Change the value of
One step S62).

Further, when it is necessary to change the state of another medium of the receiver by the change of the receiver state (step S63 in FIG. 11), the distribution processing unit 4-1 receives the telephone call queue, for example. When distributed to operators,
If it is desired to change another medium (e.g., e-mail, etc.) of the reception operator from an acceptable state to an unacceptable state, in the same manner as described above, the receiver state memory via the receiver state management unit 7 The value of another medium in 9-1 is changed (step S64 in FIG. 11). Through these processes, the reception operator can appropriately control the state of each medium in consideration of the type of the medium.

Multimedia A according to one embodiment of the present invention
The most important feature of the CD system 1 is the queue memory 8-
1 to 8-n, the control information database 10, each processing sequence, etc. are prepared for each medium, and the receiver status memories 9-1 to 9-m, each processing sequence, etc. are prepared for each receiver. It is that you are.

In this way, even when the receiver accepts an e-mail, if the customer calls in a hurry, the call is distributed or, conversely, other media are automatically disabled during reception of the telephone. It is possible to set and perform distribution processing in consideration of the properties of each medium, such as dedicating to telephone reception.

As described above, as described above, when performing the distribution processing of each medium, it refers to the call control information data prepared for each medium depending on which medium is distributed. By referring to the state of the other media at that time from the state memory and by incorporating a flexible judgment process,
In each case, distribution is performed to the most appropriate recipient, and advanced distribution processing and state control can be performed.

FIG. 14 is a block diagram showing the configuration of a system using the multimedia ACD system 1 of FIG. In FIG. 14, a system according to an embodiment of the present invention includes customer terminals 11-1 to 11-3 and an
, An e-mail server 13, a Web server 14, an Internet telephone server 15, a network device 16,
Reception center server group 17 and multimedia ACD system 1, customer telephone 18, public telephone network 19, customer mobile telephone 20, mobile telephone network 21, exchange 22, and receiver telephone 23-i (i = 1 , 2,...), The reception business processing devices 24-1 and 24-2, and the receptionist terminal 25-i.
And a remote location reception terminal 26.

The customer terminals 11-1 to 11-3 are terminals for accessing companies, organizations, and the like in each home, company, etc. from the Internet network 12, and use various communication software to send e-mail, chat, Web access, Internet, and the like. It is possible to access the reception center by telephone or the like. The customer terminals 11-1 to 11-3 are all types of terminals that can access the Internet network 12, including a personal computer.

The customer telephone 18 and the customer mobile phone 20 are terminals for accessing the reception center via a telephone network (the public telephone network 19, the mobile telephone network 21 and the like). The e-mail server 13, Web server 14, Internet telephone server 15, and exchange 22 correspond to a device that first receives access from a customer.

The reception center server group 7 receives the CTI (Comp
Uter Telephony Integration
n) Server 17a or DB (database) server 17
b, and the E-mail processing server 17c, etc., and the multimedia ACD system 1 has the above-described configuration and operation. The reception center server group 7 and the multimedia ACD system 1 process the access from the customer as a reception request and cooperate with each other to make the receptionist 13 perform the reception work. The terminal 25-i is controlled.

The receptionist's telephone 23-i is a telephone terminal of any form including a fixed telephone,
-I is a terminal of any form capable of handling various media such as a personal computer and an Internet telephone. In addition, the reception service processing devices 24-1 and 24-2 are generally all types of response devices (for example, an automatic voice response device, an automatic data response device, and the like) necessary for processing reception services unattended.

FIG. 15 is a diagram showing a configuration integrated with the telephone reception center and the e-mail reception center in one embodiment of the present invention. In FIG. 15, an e-mail server 13 receives an e-mail from a customer. Exchange 2
2 receives a customer telephone call and receives a multimedia ACD
Receptionist's telephone 2 according to the instruction of the distribution destination of the system 1
Perform circuit switching with 3-i.

The e-mail processing software 27 converts the e-mail received by the e-mail server 13 into a multimedia AC
Receptionist terminal 2 according to the instruction of the distribution destination of D system 1
5-i, and perform an e-mail reception process. The receptionist performs a customer reception operation using the receptionist telephone 23-i and the receptionist terminal 25-i.

FIG. 16 is a diagram showing a configuration in which a telephone reception center, an e-mail reception center, Web access reception, and Internet telephone reception are integrated in one embodiment of the present invention. FIG. 16 shows a system configuration in which, in addition to the processing shown in FIG. 15, reception of Web access and reception of Internet telephone can be further performed.

FIG. 17 is a diagram showing the configuration of a system in which a telephone call is processed by an Internet telephone server by conversion in one embodiment of the present invention. FIG. 17 shows a system configuration in which an Internet telephone is processed by the Internet telephone server 15 and a telephone call is processed by the Internet telephone server 15 by conversion.

FIG. 18 is a diagram showing the operation of a system using the multimedia ACD system 1 of FIG. FIG.
In any of the system configurations shown in FIG. 17 to FIG. 17, as shown in FIG. 18, the multimedia ACD system 1 includes a switchboard 28 constituting a reception center, an e-mail processing application (e-mail processing software 2).
7) A communication link is maintained via the interface 1d and a reception module 30 including the CTI server 17a and other program modules 29, and reception from customers such as telephone, e-mail, Web access, and Internet telephone through the communication link. A request has been received.

The multimedia ACD system 1 is a telephone,
Upon receiving a reception request from a customer such as e-mail, Web access, or Internet telephone, the reception request queue management 1 for reception request is performed by referring to preset distribution processing information 1a.
b) Perform the reception status management 1c of the receptionist, determine the optimum reception operator and the above-mentioned response device, and notify each module to perform the distribution process. That is, in the multimedia ACD system 1, media to be used for reception can be flexibly selected, and media can be added only by increasing the number of interfaces.

In the description of the above embodiment, all the devices constituting the reception center are described in the same network, but the LAN (Local Area Ne) is used.
work) ・ WAN (Wide Area Network)
or) If the environment and conditions for communication with each other via the Internet are established, they do not need to be on the same network.

Further, from the same viewpoint, the remote receptionist terminal 26 in FIG. 14 may exist or move anywhere on the network as long as it is in an environment where communication is possible. Further, the number of media to be accepted may be either single or plural, and can be arbitrarily increased or decreased.

FIG. 19 is a sequence chart showing the operation of the system using the multimedia ACD system 1 of FIG. The multimedia ACD system 1 distributes a reception request including a plurality of media by an operation as shown in FIG.

In FIG. 19, the communication partner module (#
1 to # 3) 10a to 10c are exchanges 22 for handling each medium, e-mail processing software 27, CT
It shows the I server 17a and the like. The multimedia ACD system 1 communicates with these devices or applications using an Internet protocol.

Upon receiving the reception request, the multimedia ACD system 1 queue-manages the reception request for each medium. The reception request can be registered in the above-mentioned queue memories 8-1 to 8-n in units of a group of recipients, in units of individual recipients, or the like, and the multimedia ACD system 1 Performs advanced judgment processing based on the distribution processing information 1a and the work status of the receiver,
The most suitable recipient of the distribution is determined and notified to the communication partner module. This processing is as described above.

In FIG. 19, the state of each of the media # 1 to # 3 is stored as the work state of the receiver for each of the receivers A to C. For example, the media # 1 is stored in correspondence with the receiver A. -Acceptable, Media # 2-Work in progress, Media # 3-Not acceptable are stored, and corresponding to Recipient B, Media # 1-Not acceptable, Media # 2-Acceptable, Media # 3-Not acceptable Are stored, and corresponding to the receptionist C, the media # 1-working, the media # 2
-During work, media # 3-unacceptable is stored.

In one embodiment of the present invention, queue management is performed for each type of media, so that various types of media are handled equally.
Alternatively, distribution processing that reflects the intention of the operator of the reception center, such as preferentially processing certain media, is possible.

Further, by giving the time schedule data, the queue processing procedure, the individual data of the receiver, the data of the reception group, the data of the reception medium, and the like to the distribution processing information 1a, the data is used as a parameter for determining the distribution processing. Can provide a flexible reception service.

Further, since the receiving work state is managed for each receiving medium for each receiving person, for example, E
For example, a telephone call can be accepted even during an e-mail reception operation, and the state of each receiver can be managed at a high level, and the reception request of each medium can be efficiently distributed.

As described above, logon authentication of the reception operator, management of the reception work state, queue management of each reception medium, distribution processing, and the like can be performed over all the media, so that the work load on the reception operator is equal. Automatic distribution processing can be performed so that telephone calls that require immediacy in response can be preferentially distributed, and advantages such as improved work efficiency and reduced customer loss can be obtained.

Further, since an interface for processing a reception request over a plurality of media is provided, it is possible to cooperate with various vendor applications and the like, and to flexibly select a medium to be used for reception. However, it is possible to add media simply by increasing the interface.

Further, since the Internet protocol is used for communication, the server and the application constituting the reception center can be located anywhere on the network as long as the server and the application can communicate, and the receptionist terminal can also communicate. If so, it may be anywhere on the network and may move.

Furthermore, in the multimedia ACD system 1, since queue management is performed for each medium, it is possible to select a flexible distribution process by media integration such as priority / non-priority processing of each medium. Since a large number of parameters for determining the distribution process can be registered in the distribution process information, it is possible to set a distribution process that reflects the intention of the operator of the reception center.

As described above, with the mechanism of managing the reception work state for each reception medium for each receptionist, the receptionist can perform reception processing of a plurality of media simultaneously or continuously. The state of each receiver can be managed at a high level, and the reception request of each medium can be processed efficiently.

In the present invention, the multimedia ACD system 1 is built in the exchange 22 and the CTI server 17
The present invention can be applied to a form incorporated in the server a and other forms incorporated in a server constituting a reception center. That is, since the multimedia ACD system 1 is application software that operates on a server, the implementation form at the reception center is arbitrary.

[0092]

As described above, according to the present invention, a reception center including at least inquiries and information inquiries from customers and receiving requests through various media at a reception center is used. In a multimedia receiving call automatic distribution processing system for distributing, centrally manages reception requests via various media, manages the reception status of various media of each reception operator, and optimizes these queue management and reception status management. By automatically performing the distribution process to the reception operators, it is possible to flexibly respond to the reception request of each medium, and it is possible to distribute the reception request of each medium efficiently.

[Brief description of the drawings]

FIG. 1 is a multimedia ACD according to one embodiment of the present invention.
FIG. 1 is a block diagram illustrating a configuration of a system.

FIG. 2 is a diagram illustrating a configuration example of a queue memory of FIG. 1;

FIG. 3 is a diagram showing a configuration example of a receptionist state memory of FIG. 1;

FIG. 4 is a multimedia ACD according to one embodiment of the present invention.
It is a flowchart which shows the reception process by a system.

FIG. 5 is a multimedia ACD according to one embodiment of the present invention.
It is a flowchart which shows the reception process by a system.

FIG. 6 shows a multimedia ACD according to an embodiment of the present invention.
It is a flowchart which shows the state change process by a system.

FIG. 7 is a multimedia ACD according to an embodiment of the present invention.
It is a flowchart which shows the state change process by a system.

FIG. 8 shows a multimedia ACD according to an embodiment of the present invention.
It is a flow chart which shows distribution processing by a system.

FIG. 9 shows a multimedia ACD according to an embodiment of the present invention.
It is a flow chart which shows distribution processing by a system.

FIG. 10 shows a multimedia AC according to an embodiment of the present invention.
It is a flowchart which shows the distribution process by D system.

FIG. 11 shows a multimedia AC according to an embodiment of the present invention.
It is a flowchart which shows the distribution process by D system.

FIG. 12 shows a multimedia AC according to an embodiment of the present invention.
It is a flowchart which shows the distribution process by D system.

FIG. 13 shows a multimedia AC according to an embodiment of the present invention.
It is a flowchart which shows the distribution process by D system.

FIG. 14 is a block diagram showing a configuration of a system using the multimedia ACD system of FIG. 1;

FIG. 15 is a diagram showing a configuration integrated into a telephone reception center and an e-mail reception center in one embodiment of the present invention.

FIG. 16 is a diagram showing a configuration integrated with a telephone reception center, an e-mail reception center, Web access reception, and Internet telephone reception in one embodiment of the present invention.

FIG. 17 is a diagram showing a configuration of a system in which a telephone call is processed by an Internet telephone server by conversion according to an embodiment of the present invention.

FIG. 18 is a diagram showing an operation of a system using the multimedia ACD system of FIG. 1;

FIG. 19 is a sequence chart showing an operation of a system using the multimedia ACD system of FIG. 1;

FIGS. 20A to 20C are block diagrams showing a configuration of a multimedia ACD system according to a conventional example.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Multimedia ACD system 1a Distribution processing information 1b Reception request queue management 1c Recipient state management 1d Interface 2 Communication interface part 3-1-3-n Reception request (call) processing part 3a Call control information data storage part 4-1 4-n distribution processing unit 5-1 to 5-m receiver status processing unit 5a status control information data storage unit 6 queue management unit 7 receiver status management unit 8-1 to 8-n queue memory 9-1 to 9- m Receptionist status memory 11-1 to 11-3 Customer terminal 12 Internet network 13 E-mail server 14 Web server 15 Internet telephone server 16 Network equipment 17 Reception center server group 17a CTI server 17b DB server 17c E-mail processing server 18 Customer telephone 19 public telephone network 20 customer mobile phone 21 mobile phone network 22 exchange 23-1, 23-2 receptionist telephone 24-1 and 24-2 acceptance business processing apparatus 25-1 and 25-2 receptionist terminal 26 remote reception terminal 27 E-mail processing software 28 PBX 29 other program modules 30 receiving module

 ────────────────────────────────────────────────── ─── Continuing on the front page (72) Inventor Kotaro Matsuda 4-4-2, Mita, Minato-ku, Tokyo F-term in NEC Communication Systems Co., Ltd. 5K015 AA06 AF05 5K024 BB02 CC14 5K030 HA01 HA06 HA08 HB01 HB21 HC13 JA11 JL07 KA01 KA05 LB01 LB13 LC05 LE03 MA04 5K101 KK02 MM07 NN21

Claims (32)

[Claims] 1. A reception call distribution processing system for distributing a reception request via each of a plurality of media to a reception department,
Means for centrally managing the reception request queue, and means for managing the reception state of each of the plurality of media,
A reception call distribution processing system configured to perform distribution processing to an optimal reception section in accordance with the queue management and the reception state management. 2. The system according to claim 1, wherein the reception request includes at least an inquiry from a customer or an information inquiry.
The received call distribution processing system described in the above. 3. The reception section according to claim 1, wherein the reception section is at least one of a telephone terminal used by the reception operator for reception work, an information terminal used for the reception work, and an automatic response device for various media. Alternatively, the accepted call distribution processing system according to claim 2. 4. The received call distribution processing system according to claim 1, wherein said receiving section is provided in a receiving center comprising at least a device for performing various processes and an application group. . 5. The accepted call distribution processing system according to claim 1, wherein said queue management is performed for each of said plurality of media. 6. The received call distribution according to claim 1, wherein the distribution processing to the optimum receiving section is configured so that a work load on the receiving operator is equalized. Processing system. 7. The processing according to claim 1, wherein the distribution processing to the optimum receiving section is configured to preferentially distribute to a medium requiring an immediate response. Or the accepted call distribution processing system described in the above. 8. A medium that preferentially distributes the media for which immediateness is required for the response by temporarily suspending distribution of media other than the media. 8. The accepted call distribution processing system according to claim 7, wherein: 9. The reception call distribution processing system according to claim 1, further comprising an interface for processing reception requests over the plurality of media. 10. The accepted call distribution processing system according to claim 1, wherein a processing part of each of the plurality of media operates independently. 11. The accepted call distribution processing system according to claim 1, wherein processing portions of each of the plurality of media are mutually controllable. 12. The received call distribution processing system according to claim 1, wherein each of the plurality of media includes at least a telephone, an e-mail, a chat, a Web access, and an Internet telephone. 13. An apparatus for performing the various processes, an exchange,
13. The accepted call distribution processing system according to claim 12, further comprising an electronic mail server, a Web server, and an Internet telephone server. 14. A configuration in which a media reception request for which immediateness is required for the response is immediately distributed and the media reception request can be immediately responded to during the work of receiving the media for which the response does not require immediateness. 14. The accepted call distribution processing system according to claim 12, wherein: 15. The distribution of the reception request via another medium of the operator is temporarily stopped during transmission of a medium requiring immediacy in the response from the reception unit. The accepted call distribution processing system according to any one of claims 12 to 14. 16. The medium according to claim 11, wherein, when the distribution processing is performed, state control of a medium to be distributed and state control of a medium other than the medium can be freely performed. Or the accepted call distribution processing system described in the above. 17. A reception call distribution processing method for distributing a reception request via each of a plurality of media to a reception department, wherein a step of centrally managing the reception request and a reception state of each of the plurality of media are provided. And a distribution process to an optimal receiving section in accordance with the queue management and the reception state management. 18. The accepted call distribution method according to claim 17, wherein said accepted request includes at least an inquiry from a customer or an information inquiry. 19. The reception section according to claim 17, wherein the reception section is at least one of a telephone terminal used by the reception operator for reception work, an information terminal used for the reception work, and an automatic response device for various media. 19. A method for distributing accepted calls according to claim 18. 20. The reception section according to claim 17, wherein the reception section is disposed in a reception center including at least a device for performing various processes and an application group.
9. The accepted call distribution method according to any one of items 9 to 9. 21. The accepted call distribution method according to claim 17, wherein said queue management is performed for each of said plurality of media. 22. The distribution process to the optimal reception department,
The received call distribution method according to any one of claims 17 to 21, wherein a work load on the reception operator is made equal. 23. The distribution process to the optimal reception department,
23. The accepted call distribution method according to any one of claims 17 to 22, wherein distribution is performed preferentially on media for which immediacy is required for responses. 24. The method according to claim 19, wherein the medium is given priority by temporarily suspending the distribution of media other than the media to the media for which immediacy is required for the response. 24. The accepted call distribution method according to claim 23. 25. The accepted call distribution method according to claim 17, wherein the accepted request over the plurality of media is processed via an interface. 26. The apparatus according to claim 1, wherein the processing portions of the plurality of media operate independently.
The accepted call distribution method according to any one of claims 7 to 25. 27. The accepted call distribution method according to claim 17, wherein the processing portions of each of the plurality of media are mutually controllable. 28. The accepted call distribution method according to claim 17, wherein each of the plurality of media includes at least a telephone, an electronic mail, a chat, a Web access, and an Internet telephone. 29. An apparatus for performing the various processes includes an exchange,
The method according to claim 28, further comprising an electronic mail server, a Web server, and an Internet telephone server. 30. During the work of receiving media that does not require immediacy in the response, the media reception request is immediately distributed to the incoming media that requires immediacy in the response, and the response can be made. 28. The accepted call distribution method according to claim 28 or claim 27. 31. The distribution of the reception request via another medium of the operator is temporarily stopped during transmission of a medium for which an immediate response is required in the response from the reception section. Claims 28 to 3
0. The accepted call distribution method according to any one of 0. 32. The apparatus according to claim 27, wherein when performing the distribution processing, state control of a medium to be distributed and state control of other mediums other than the medium can be freely performed. Or the accepted call distribution method described.