Patent Application
20160205252
The present invention relates to a system and a computer accessible medium storing a program for a call center system to operate a call center.
In call center systems, in order to call out a call center and to have a telecommunication with an agent, a customer transmits a call to the call center using a telecommunication system like a telephone. The major process by the call center system is to distribute this call to an appropriate agent, and an Automatic Call Distributor (ACD) has been known which is a device that automatically distributes the call.
The customer means a person who calls out the call center, and includes a student, a service user, and the like. The agent means a person who is called out at the call center, and includes an instructor, an operator, a service provider, and the like.
In general telecommunication systems, when a telecommunication device transmits a call to another telecommunication device, a communication channel is established between the transmission-originator telecommunication device and the transmission-destination telecommunication device, and a telecommunication starts. A control on such a telecommunication is called a signaling. In the case of, for example, Public Switched Telephone Network (PSTN), when a user who attempts to make a phone call designates a telephone number, the transmission-originator telephone device transmits a call, and the call arrives to the transmission-destination telephone device indicated by the telephone number through a process by switching equipment. When a user who is to receive the telephone call picks up a telephone receiver, the telecommunication starts.
According to conventional automatic call distributors, by interrupting a signaling between the transmission-originator telecommunication device and the transmission-destination telecommunication device, an appropriate telecommunication device among the plurality of telecommunication devices is designated as the transmission destination relative to the call from a single transmission-originator telecommunication device, and the telecommunication starts. For example, an automatic call distributor has an own telephone number, and the customer transmits a call with the telephone number of the automatic call distributor being designated, and the automatic call distributor distributes the arriving call to the telecommunication device of an appropriate agent, thereby starting the telecommunication between the telecommunication device of the customer and that of the agent.
For example, Patent Document 1 discloses a system that distributes a call arriving to an automatic call distributor among a group of agents.
In addition, in recent years, as for telecommunication systems between remote locations, systems, such as the ISDN and the SIP telephone, which have respective signaling specifications standardized, and telecommunication systems, such as FaceTime (registered trademark, see Non-patent Document 1) and Skype (registered trademark, see also Non-patent Document 2) based on unique signaling specification to the manufacturer are becoming popular along with the popularization of Web cameras and smartphones.
Still further, in recent years, as an API for a new telecommunication system, standardization of webRTC is advancing.
So far, there are various telecommunication systems based on the unique signaling specification to the manufacturer, such as PSTN and SIP telephone, enabling the customer to freely select such a system. Among the telecommunication systems unique to the manufacturers, in particular, a telecommunication system built in a smartphone in advance (see, for example, Non-patent Document 1) is easy for the customer to utilize since the customer needs no installation work. Hence, it is desirable for the call center system to be able to cope with various telecommunication systems.
Automatic call distributors in conventional call center systems interrupt in the signaling between the telecommunication devices, and thus it is necessary for the automatic call distributor to operate in accordance with the signaling specification. Hence, when an automatic call distributor is set up so as to cope with the plurality of telecommunication systems and to enable the customer to freely select the telecommunication system, a process in accordance with the signaling specification different for each telecommunication system is necessary, increasing the development costs in comparison with a case in which the automatic call distributor is set up so as to cope with a single telecommunication system.
Like the WebRTC disclosed in Non-patent Document 3 coming into the market along with the popularization of the Web, it is expected that new telecommunication systems and API for such telecommunication systems will become available in future in accordance with a change in technical background. In order to keep enabling the customer to freely select the telecommunication system, it is necessary to set up the automatic call distributor so as to cope with the signaling specification of a telecommunication system that will become newly available in future, and thus it is desirable that the development costs should be low.
In particular, in the case of a telecommunication system based on the unique signaling specification to the manufacturer as explained above, no signaling specification is made available to the public at all in some cases. In this case, it is technically difficult to install an automatic call distributor.
However, in a telecommunication system based on the unique signaling specification to the manufacturer, although the signaling specification is not made available to the public, in order to accomplish a system interconnection, an API that starts a transmission of a call from the exterior is provided in some cases (see, for example, Non-patent Document 1 and Non-patent Document 2).
The present invention has been proposed in order to address the aforementioned technical problems of conventional technologies, and an objective is to provide a call center system that is capable of operating in accordance with various signaling specifications without causing an automatic call distributor to cope with the various signaling specifications.
In order to address the foregoing technical problem, a call center system according to the present invention includes:
a call center including a plurality of call center terminals utilized by an agent for telecommunication; and
a call-originator terminal utilized by a customer for telecommunication,
the call-originator terminal including a virtual call device transmitting a different signal to the call center from signaling,
the call center including an automatic call distributor selecting one of the plurality of call center terminals upon receiving the signal from the virtual call device, and the call-originator terminal and the call center both including respective telecommunication-device control devices giving, to either one of the call center terminal selected by the automatic call distributor and the call-originator terminal, a telecommunication device ID of the other terminal, and causing the one terminal to start signaling for transmitting an actual call to the other terminal based on the telecommunication device ID.
A computer may be caused to function as the call center system by a program.
According to the present invention, since the automatic call distributor is not involved in signaling, it is unnecessary to implement a process in accordance with a signaling specification different for each telecommunication system so as to cope with a plurality of telecommunication systems. In addition, the automatic call distributor is capable of receiving, from the virtual call device of the call-originator terminal, a different signal from the signaling, and distributing a call upon receiving the signal. This facilitates the call center system to cope with telecommunication systems that have various signaling specifications. Still further, even if the signaling specification is not available to the public, the call center system is facilitated to cope with telecommunication systems that have various signaling specifications.
Embodiments of the present invention will be explained below with reference to the accompanying figures.
The call-originator terminal 101, each terminal in the call-center-terminal group 102, and the routing device 103 are each a device that includes a computer communicable with another device via a network, and are realized by such computer that executes a program. The program to be utilized is installed in the hard disk drive of such a computer. In addition, this program may be stored in a DVD-ROM, a server, and the like so as to be distributed.
The call-originator terminal 101, each terminal contained in the call-center-terminal group 102, and the routing device 103 are each, for example, a server, a smartphone, a tablet type personal computer, a mobile phone, a laptop computer, a desktop personal computer, or a mobile gaming device.
The call-originator terminal 101, the call-center-terminal group 102, and the routing device 103 may be utilized in respective different facilities, or may be utilized at respective remote locations connected via a network. In addition to the same facility, the call-center-terminal group 102 may also be installed in the same facility, or distributed at remote locations.
The call-originator terminal 101, each terminal contained in the call-center-terminal group 102, and the routing device 103 each include a network ID that is an identification notation defining the connection destination over the network. Example network IDs are a set of an IP address and a port number, a MAC address, an FQDN, and a URL.
The call-originator terminal 101 includes a call-out device 104 for the customer who calls out the call center 100, a virtual call device 105 that transmits a virtual call to the routing device 103 in accordance with the call-out operation, a call-originator telecommunication device 106 for a telecommunication with the agent, and a call-originator-telecommunication-device control device 107 which controls the call-originator telecommunication device 106 in accordance with an instruction from the virtual call device 105, and which starts a transmission of an actual call by the call-originator telecommunication device when the transmission scheme is a general transmission scheme. The call-originator telecommunication device 106 employs a signaling specification, and is one of a various telephone applications pre-installable in the call-originator terminal 101 or downloadable from a server over a network.
The virtual call device 105 includes a virtual call generating device 108 that generates the virtual call, a transmission-destination storing device 109 that stores the network ID of the routing device 103 which is a transmission destination of the virtual call, a virtual-call transmitting device 110 that transmits the virtual call to the network ID, and a routing receiving device 111 that receives a response from the routing device 103.
The call-destination call center terminal 113 includes a call-destination telecommunication device 114 for a telecommunication with the customer, a call-destination-telecommunication-device control device 115 which controls the call-destination telecommunication device 114, and which starts a transmission of a call by the call-destination telecommunication device when the transmission scheme is a call-back scheme, a telecommunication-status determining device 116 which determines a telecommunication status of the call-destination telecommunication device 114, and which notifies the routing device 103 of the determined status, and, a context displaying device 117 which obtains context information in the virtual call from the routing device 103, and which displays such information for the call-destination call center terminal 113.
The call-originator telecommunication device 106 and the call-destination telecommunication device 114 are each a telecommunication device distinguishable by a unique telecommunication device ID, connected with a telecommunication device that has a different telecommunication device ID from the own telecommunication device ID, thereby being communicable therewith.
Example telecommunication devices distinguishable by the unique telecommunication device ID are wired subscribed telephones and mobile subscribed telephones which are connected with the PSTN, and which have respective unique telephone numbers as the respective telecommunication device IDs.
An example telecommunication device distinguishable by the unique telecommunication device ID is an SIP telephone.
Other example telecommunication devices distinguishable by the unique telecommunication device ID are telecommunication devices disclosed in the aforementioned Non-patent Documents 1 and 2.
A further another example telecommunication device distinguishable by the unique telecommunication device ID is a telecommunication device built with the API for a telecommunication system. The API for the telecommunication system is, for example, the WebRTC that has its standardization advanced by W3C, or the RTMP produced by Adobe corporation.
An example telecommunication device ID is a character string that contains numbers and symbols.
Another example telecommunication device ID is a mail address utilizable as such a telecommunication device ID.
The other example telecommunication device ID is the network ID of a terminal utilizable as such a telecommunication device ID.
The term communication means a mutual information exchange by sounds, videos, still images, text chatting, and the like.
The routing device 103 includes an automatic call distributor 118 that assigns, as the call-destination call center terminal 113, one of the terminals in the call-center-terminal group 102 relative to the call-out from the call-originator terminal 101, and a transmission-scheme determining device 119 that determines from which one of the call-originator telecommunication device 106 and the call-destination telecommunication device 114 an actual call is to be transmitted.
According to the call center system employing such a structure, the automatic call distributor 118 is excluded from a signaling process so as not to interrupt a signaling. However, the automatic call distributor 118 has a role of selecting the call-destination call center terminal 113, and receives the virtual call from the virtual call device 105 in order to accomplish this role. The virtual call device 105 is a virtual-call transmitting device which generates a virtual call, and which transmits the virtual call to the automatic call distributor 118. The term virtual call means a signal not for a signaling, is in compliance with an executable protocol by the automatic call distributor 118, is a signal that triggers a selection of the call-destination call center terminal 113, and is a so-called selection request signal. In this first embodiment, the virtual call contains selection material information that will be a material for selection.
In addition, according to this call center system, the signaling process is executed by the call-originator telecommunication device 106 and the call-destination telecommunication device 114, and the automatic call distributor 118 is not involved in this signaling process. The automatic call distributor 118 selects the call-destination call center terminal 113 based on the received virtual call from the virtual call device 105, and the call-destination telecommunication device 114 and the call-originator telecommunication device 106 execute the signaling process, and an actual call is transmitted. As for the actual call, the routing device 103 gives the telecommunication device ID of the one device to another device in accordance with the transmission scheme, and the device that has received the telecommunication device ID starts the signaling process with the party device.
When the customer gives, in step S1, a call-out operation from the call-out device 104 to the call center 100, the call-out device 104 transmits a call-out start signal to the virtual call device 105, and the process advances to step S2.
As illustrated in
Example methods of selecting the hyperlink by the customer are to click by mouse or to touch by finger.
When the virtual call device 105 receives, in the step S2, the call-out start signal from the call-out device 104, the virtual call generating device 108 generates the virtual call, and the process advances to step S3. The virtual call contains context information representing information to identify an appropriate call-destination call center terminal 113, information on the call-originator terminal 101, and information on the customer who is utilizing the call-originator terminal 101. The context information is utilized to determine the assignment of an appropriate agent by the routing device 103. In addition, the context information is displayed on the context displaying device 117, and is referred by the agent when having a telecommunication with the customer.
The virtual call has, as the context information, a transmission scheme designation utilized for the routing device 103 to define the transmission scheme. Example candidate transmission schemes applicable are a general transmission scheme that causes the call-originator telecommunication device 106 to transmit an actual call to the call-destination telecommunication device 114, and a call-back scheme that causes the call-destination telecommunication device 114 to transmit an actual call to the call-originator telecommunication device 106. In
The virtual call contains a call-originator URL that is the context information. The call-originator URL is the URL of the Web page 300 obtained by the virtual call generating device 108 from the call-out device 104 to which the call-out operation has been given. In
The virtual call has a call-originator network ID that is a context information for the routing device 103 to return a network response to the call-originator terminal 101. The call-originator network ID is the network ID of the call-originator terminal 101. In
The virtual call has a call-originator telecommunication device ID as the context information. The call-originator telecommunication device ID is the telecommunication device ID of the call-originator telecommunication device 106, and is necessary for the call-destination telecommunication device 114 to transmit a call to the call-originator telecommunication device 106 when the call center calls back the customer. In
The virtual call has a call-out purpose as the context information that describes necessary selection material information to select an appropriate call-destination call center terminal 113. In
As for the method of defining the call-out purpose, different purposes are associated with the plurality of hyperlinks in the Web page 300 in
The virtual call has a call-originator name as the context information. The call-originator name is the name of customer who gives the call-out operation. In
As for the method of defining the call-originator name, a value input to the customer-name input form 304 is obtained by the virtual call generating device 108, and is defined as the call-originator name. When the customer-name input form 304 is left as empty, the customer name is handled as anonymous.
The virtual-call transmitting device 110 obtains, in the step S3, the network ID of the routing device 103 in the call-destination call center 100 from the transmission-destination storing device 109, and the process advances to step S4.
The virtual-call transmitting device 110 obtains, in the step S3, the network ID of the routing device 103 from the selected hyperlink on the Web page 300 by the customer in the step S1. The hyperlink in the Web page 300 illustrated in
The virtual-call transmitting device 110 transmits, in the step S4, the virtual call to the routing device 103 that has the network ID obtained in the step S3, and the process advances to step S5.
The virtual-call transmitting device 110 transmits, in the step S4, the virtual call by a network connection script using an XMLHttpRequest that is a communication API built in the Web browser. By applying the XMLHttpRequest, a non-synchronous communication process is accomplishable on a general Web browser.
The automatic call distributor 118 of the routing device 103 executes, in the step S5, a call distributing process with the virtual call received from the virtual-call transmitting device 110, and the status of the call-center-terminal group 102 being as inputs, assigns the call-destination call center terminal 113 to the call-originator terminal 101 upon results of the call distributing process, and the process advances to step S6. The call distributing process will be explained later in more detail.
The transmission-scheme determining device 119 determines, in the step S6, the transmission scheme based on the transmission-scheme designation contained in the virtual call. When the determined transmission scheme is the call-back scheme, the process advances to step S7, and when the determined transmission scheme is the general transmission scheme, the process advances to step S8.
As an example method for the transmission-scheme determining device 119 to determine the transmission scheme in the step S6, when the virtual call contains the transmission-scheme designation, the details of the transmission-scheme designation are set up as the transmission scheme, and when the virtual call does not contain the transmission-scheme designation, the normal transmission scheme is set up as the transmission scheme.
The call center 100 performs, in the step S7, a call-back process from the call-destination telecommunication device 114 to the call-originator telecommunication device 106. The call-back process will be explained later in more detail.
The routing receiving device 111 receives, in the step S8, the telecommunication device ID of the call-destination telecommunication device 114 from the routing device 103, and the process advances to step S9. The reception of the telecommunication device ID is also performed by a network communication script utilizing the XMLHttpRequest.
The context displaying device 117 displays, in the step S9, the context information in the virtual call received by the routing device 103 for the agent who operates the call-destination call center terminal 113, and the process advances to step S10.
The context information in the virtual call includes the call-originator URL, the call-out purpose, the call-originator name, etc., and those pieces of information become a reference for the agent who operates the call-destination call center terminal 113 when servicing the customer.
The call-originator-telecommunication-device control device 107 receives, in the step S10, the telecommunication device ID of the call-destination telecommunication device 114 received by the routing receiving device 111, transmits, to the call-originator telecommunication device 106, a control command of instructing a start of a transmission of an actual call to the telecommunication device ID of the call-destination telecommunication device 114, and the process advances to step S11.
As an example method of realizing the above call-originator-telecommunication-device control device 107, by calling out a URL scheme that causes the Web browser on a smartphone OS to be linked with a telecommunication device application using a script that is operable on the Web browser, an instruction can be given from the telecommunication device application so as to start a transmission of a call to the specific telecommunication device ID. When, for example, the telecommunication device ID of the call-destination telecommunication device 114 is “callee@oooooo.co.jp”, a URL scheme to start a transmission of an actual call to the FaceTime installed in a smartphone from a smartphone Web browser is a short character string that is “facetime://callee@oooooo.co.jp”.
The call-originator telecommunication device 106 transmits, in the step S11, a call to the telecommunication device ID of the call-destination telecommunication device 114, and the process advances to step S12.
The call-destination telecommunication device 114 receives, in the step S12, the call from the call-originator telecommunication device 106, notifies the agent who operates the call-destination call center terminal 113 of the arrival of the call by a unique method to the call-destination telecommunication device 114, and the process advances to step S13.
Example methods of notifying the agent of the arrival of a call to the call-destination telecommunication device 114 are to output a ringer melody from the call-destination call center terminal 113, to vibrate the call-destination call center terminal 113, and to display letters and images indicating the arrival of the call on the display device of the call-destination call center terminal 113.
When the agent who operates the call-destination call center terminal 113 gives a response operation in the step S13 to the arrival of the call from the call-originator telecommunication device 106, the telecommunication-status determining device 116 gives a notification that the call-destination telecommunication device 114 becomes a telecommunication status to the routing device 103, and the process advances to step S14. When a process timeout occurs at the routing device 103 before receiving the notification of the start of the telecommunication, the process returns to the step S5.
Example response operations to the arrival of the call for telecommunication from the call-originator telecommunication device 106 are actions of the agent, such as to pick up the telephone receiver, and to depress a respond button.
The telecommunication starts in the step S14 between the call-originator telecommunication device 106 and the call-destination telecommunication device 114, and the call-out operation from the call-originator terminal 101 to the call center 100 ends.
When the call-back process in the step S7 in
The context display device 117 displays, in the step S16, the context information in the virtual call received by the routing device 103 for the agent who operates the call-destination call center terminal 113, and the process advances to step S17.
The context information in the virtual call contains the call-originator URL, the call-out purpose, the call-originator name, and the like, and those pieces of information become a reference for the agent who operates the call-destination call center terminal 113 when servicing the customer.
The call-destination-telecommunication-device control device 115 receives, in the step S17, the telecommunication device ID of the call-originator telecommunication device 106 which is received from the routing device 103, and transmits, to the call-destination telecommunication device 114, a control command of instructing the start of a transmission of an actual call to the telecommunication device ID of the call-originator telecommunication device 106, and, the process advances to step S18.
An example method of realizing the above call-destination-telecommunication-device control device 115 is a method of utilizing the URL scheme like the call-originator-telecommunication-device control device 107.
The call-destination telecommunication device 114 transmits, in the step S18, a call to the telecommunication device ID of the call-originator telecommunication device 106, and the process advances to step S19.
The call-originator telecommunication device 106 receives, in the step S19, the call from the call-destination telecommunication device 114, notifies the customer who operates the call-originator terminal 101 of the arrival of the call by the unique method to the call-originator telecommunication device 106, and, the process advances to step S20.
An example method of notifying the customer of the arrival of the call from the call-destination telecommunication device 114 is to output a ringer melody from the call-originator terminal 101, to vibrate the call-originator terminal 101, or to display letters and images indicating the arrival of the call on the display device of the call-originator terminal 101.
When the customer who operates the call-originator terminal 101 gives a response operation in the step S20 to the arrival of the call from the call-destination telecommunication device 114, the telecommunication-status determining device 116 gives a telecommunication start notification to the routing device 103 to the effect that the call-destination telecommunication device 114 becomes the telecommunication status, and the process advances to step S21. When the process timeout occurs at the routing device 103 before receiving the telecommunication start notification, the telecommunication-status determining device determines that a call-out is unsuccessful since the customer does not respond to the arrival of the call, and ends the process.
An example response operation to the arrival of the call for telecommunication from the call-destination telecommunication device 114 is an action of the customer, such as to pick up the telephone receiver, to depress the respond button, and the like.
The telecommunication between the call-destination telecommunication device 114 and the call-originator telecommunication device 106 starts in the step S21, and the call-out operation from the call-originator terminal 101 to the call center 100 ends as a call-back from the agent at the call center to the customer.
When the telecommunication between the call-destination telecommunication device 114 and the call-originator telecommunication device 106 starts, the process advances to step S22.
The call-originator telecommunication device 106 and the call-destination telecommunication device 114 continue, in the step S22, the telecommunication until a telecommunication end operation is given, and when the agent who operates the call-destination telecommunication device 114 gives the telecommunication end operation or the customer who operates the call-originator telecommunication device 106 gives the telecommunication end operation, the telecommunication ends, and the process advances to step S23.
The telecommunication end operation is a unique end operation to the telecommunication device, and is, for example, to place the telephone receiver or to depress a telecommunication end button.
The telecommunication-status determining device 116 notifies, in the step S23 as a telecommunication end notification, the routing device 103 of the call-destination telecommunication device 114 becoming the telecommunication end status, and the process ends.
When the activation of the call center 100 starts, in order to initialize the automatic call distributor 118, the process advances to step S24.
The call distribution control device 900 registers, in the step S24, information on all terminals included in the call-center-terminal group 102 in the agent status memory 902 with the agent status being as “standby status”, and the process advances to step S25.
Example candidates of the agent status are the “standby status” indicating that the call-originator terminal 101 is assignable, a “response waiting status” after the call-originator terminal 101 is assigned and before a telecommunication therewith starts, a “telecommunicating status” indicating a telecommunication with the customer, and an “away-from-seat status” indicating away from the seat.
As an example, a method of storing, using a table illustrated in
The call distribution control device 900 waits for, in the step S25, the arrival of the virtual call from the virtual-call transmitting device 110, and when the virtual call arrives, the process advances to step S26.
The call distribution control device 900 registers, in the step S26, the arrived virtual call in the customer status memory 901 with the customer status being as “call arriving status”, and the process advances to step S27. The operation from the step S26 to the step S27 corresponds to the call distributing process in the step S5 illustrated in
Example candidates of the customer status are the “call arriving status” after the virtual call arrives and before a telecommunication starts, and a “telecommunicating status” indicating a telecommunication with the agent.
As an example, a method of storing, using a table illustrated in
The call distribution control device 900 assigns, in the step S27, an appropriate call center terminal among the call-center-terminal group 102 as the call-destination call center terminal 113 to the virtual call, and the process advances to step S28.
As an example method of assigning the call-destination call center terminal 113 to the call-originator terminal 101 in the step S27, a method of assigning a call center terminal with the oldest status change time and date among the call center terminals which have the agent's skill equivalent to the call-out purpose of the virtual call from the call-originator terminal 101, and which also have the agent status that is “standby status” is applicable using the table illustrated in
The call distribution control device 900 notifies, in the step S28, the transmission-scheme determining device 119 of the virtual call, and the process advances to step S29. Note that this notified transmission-scheme determining device 119 determines, in the step S6 illustrated in
The call distribution control device 900 changes, in the step S29, the registered agent status of the call-destination call center terminal 113 stored in the agent status memory 902 to “response waiting status”, changes the registered telecommunication party to the call-originator network ID of the virtual call, and changes the registered status change time and date to the present time and date, and, the process advances to step S30.
The call distribution control device 900 starts, in the step S30, the response timer of the call-out timer 903, and the process advances to step S31.
When, in the step S31, the call distribution controller 900 receives a telecommunication start notification from the telecommunication-status determining device 116 of the call-destination call center terminal 113 before receiving a response timeout notification from the call-out timer 903, the process advances to step S32. When the call distribution controller receives the response timeout notification from the call-out timer 903 before receiving the telecommunication start notification from the telecommunication-status determining device 116, the process advances to step S37.
In the step S32, the registered agent status of the call-destination call center terminal 113 stored in the agent status memory 902 is changed to the “telecommunicating status”, the registered status change time and date is changed to the present time and date, the registered customer status of the virtual call from the call-originator terminal 101 and stored in the customer status memory 901 is changed to the “telecommunicating status”, the registered telecommunication party is changed to the network ID of the call-destination call center terminal 113, and the registered status change time and date is changed to the present time and date, and, the process advances to step S33.
The call distribution control device 900 waits for, in the step S33, the telecommunication end notification from the telecommunication-status determining device 116, and when the telecommunication end notification is received, the process advances to step S34.
The call distribution control device 900 deletes, in the step S34 from the customer status memory 901, the virtual call from the call-originator terminal 101 that has end the telecommunication, and the process advances to step S35.
The call distribution control device 900 registers, in the step S35 in the past record memory 904, a set of call-originator network ID, call-originator name, network ID of call-destination call center terminal 113 that was the telecommunication party, and present time and date obtained from the context information in the virtual call, and the process advances to step S36.
As an example, a method of allocating, using a table illustrated in
The call distribution control device 900 changes, in the step S36, the registered agent status of the call-destination call center terminal 113 stored in the agent status memory 902 to the “standby status”, changes the registered telecommunication party to “none”, and changes the registered status change time and date to the present time and date, and, the process returns to the step S25.
The routing device 103 generates, in the step S37, a process timeout, and the process advances to the step S36.
As explained above, according to the first embodiment, the call distributing process of transmitting the virtual call from the call-originator terminal 101 to the routing device 103 for the customer who attempts to call out the call center 100, and causing the routing device 103 to assign, as the call-destination call center terminal 113, a terminal in the call-center-terminal group 102 including the plurality of terminals is executed. Next, an actual call is transmitted between the call-originator telecommunication device 106 and the call-destination telecommunication device 114 in accordance with the result of the call distributing process, and a telecommunication is executed.
That is, the routing device 103 is irrelevant to the signaling process, and necessary context information for selecting the call-destination call center terminal 113 is separately transmitted from the call-originator terminal 101 as the virtual call, and the signaling process is executed directly between the selected call-destination call center terminal 113 and the call-originator terminal 101.
Hence, the routing device 103 is capable of executing the call distributing process using the independent virtual call from the telecommunication device, and when the routing device 103 is set up to cope with plural kinds of telecommunication devices, it is unnecessary to implement a process in accordance with the unique signaling specification to the telecommunication device, and it is sufficient to simply make a set-up that is compatible with the virtual call.
In addition, since the virtual call is independent from the telecommunication device, and the routing device 103 is not involved in the signaling process, installation of the routing device 103 is enabled even in a telecommunication system that has the telecommunication-device signaling specification not available to the public.
When, for example, the call-originator telecommunication device 106 to be controlled by the call-originator-telecommunication-device control device 107 is the Skype telecommunication device, by calling out the automatic call distributor 118 using the virtual call, the Skype number of the transmission-destination Skype telecommunication device is obtainable, enabling the call-originator-telecommunication-device control device 107 to cause the transmission-originator Skype telecommunication device to transmit an actual call to the transmission-destination Skype number in accordance with the unique signaling specification to the Skype. As explained above, the virtual call is independent from the unique signaling specification to the Skype telecommunication device.
In addition, the method of the call-originator-telecommunication-device control device 107 and the call-destination-telecommunication-device control device 115 for transmitting an actual call to the call-originator telecommunication device 106 and the call-destination telecommunication device 114 utilizes a different control command for, for example, each call-originator telecommunication device 106. In many cases, necessary information to transmit a call to the specific telecommunication device using this control command is only the ID indicating the transmission-destination telecommunication device. Example IDs indicating the telecommunication device are a telephone number in the case of the PSTN, an SIP address in the case of the SIP telephone, a unique ID in the case of the FaceTime, and a Skype number in the case of the Skype. As an example method of externally controlling the telecommunication device to transmit an actual call to the telecommunication device with the transmission-destination ID, the API called URL scheme in the case of the FaceTime, and the API called Skype URIs in the case of the Skype are applied. When the telecommunication device has such an API to start a transmission of a call, it is easy for the call-originator-telecommunication-device control device 107 and the call-destination-telecommunication-device control device 115 to cause the telecommunication device to transmit an actual call.
In addition, since the virtual call is independent from the telecommunication device, the virtual call may contain context information relating to the customer and not contained in signaling of an actual call regardless of the unique signaling specification. For example, the above virtual call contains pieces of context information which are the transmission scheme designation, the call-originator URL, and the call-out inquiry, and which are not contained in the call of the FaceTime. The context information is utilized by the routing device 103, and the agent is assigned in accordance with the present status of the customer and the intent thereof.
Still further, the automatic call distributor in conventional call center systems interrupts the signaling between the telecommunication devices, and thus the context information relating to the customer and obtained from a transmitted call is limited to information contained in the unique signaling specification to the telecommunication device. In the case of, for example, the PSTN, what is obtainable from the arrived call by the automatic call distributor is the telephone number of the transmission originator or the like contained in the signaling, and in order to obtain further context information, it is necessary to once start a telecommunication, and to prompt the customer to input further context information like the purpose of call using, for example, an automatic voice response (IVR). In this case, obtainment of context information from a call, such as what purpose the customer is calling out the call center, where the customer is presently located, what Web page the customer is browsing, and appropriate distribution of the call based on such context information to start the telecommunication are difficult. Conversely, according to this embodiment, since the context information is not limited to information contained in the unique signaling specification to the telecommunication device, there is an advantageous effect that the agent becomes able to refer the context information when having a telecommunication with the customer by, for example, displaying such context information on the context display device 117.
In particular, information on the Web page that is presently opened and browsed by the customer can be known from the call-originator URL, and thus there is an advantageous effect that visual information is sharable between the customer and the agent when the agent opens and browses the call-originator URL.
In addition, since the context information contains the call-out inquiry, the purpose of the call-out can be transmitted to the agent, and thus the agent is capable of serving the customer with the purpose of call being known beforehand.
Still further, since the context information contains the call-originator name, the name of the call-originator can be transmitted to the agent, and thus the agent is capable of serving the customer with the name of customer being known beforehand.
Since the virtual call contains the context information that is the transmission scheme designation, it becomes possible to designate either the general transmission scheme or the call-back scheme for the call-out to the call center. The call-back scheme needs less calling costs with the call-back scheme, and thus this is advantageous for the call center system that enables the customer to select either the general transmission scheme or the call-back scheme.
Since the virtual call contains the context information that is the call-out purpose, the automatic call distributor 118 is capable of preferentially assigns the agent who has a skill corresponding to the call-out purpose.
The routing device 103 includes the transmission-scheme determining device 119, and the transmission-scheme determining device 119 is capable of determining the transmission scheme in accordance with the transmission scheme designation. Hence, there is an advantageous effect that a single routing device is compatible with two types of transmission schemes that are the general transmission scheme and the call-back scheme.
Since the telecommunication-status determining device 116 includes the telecommunication-status input device 800, there is an advantageous effect that the telecommunication status of the call-destination telecommunication device 114 is notifiable to the routing device 103 regardless of the type of the telecommunication device.
In addition, according to the first embodiment, the call-out device 104 of the call-originator terminal 101, the virtual call device 105, and the call-originator-telecommunication-device control device 107 are operable on the Web browser. Hence, the necessary operation environments for the customer to call out the call center 100 are only the Web browser and the call-originator telecommunication device 106, and thus there is an advantageous effect that other special program installation work is unnecessary.
As a modified example of the first embodiment, the call-out device 104 may include one or more buttons, and the customer may depress such a button as the call-out operation in the step S1 to the call center 100 from the call-originator terminal 101.
As for the method of defining the call-out purpose as the context information contained in the virtual call, the different inquiries may be associated with the plurality of buttons of the display device 1400 in
As for the method of the virtual call transmitting device 110 to obtain the stored network ID in the transmission-destination storing device 109 in the step S2, the call center ID is associated with each of the plurality of buttons of the display device 1400 in
When the call-originator terminal 101 has no Web browser, the call-out device is implementable using the buttons of the display device other than the Web browser.
The call-out operation to the call center 100 using the call-out device 104 may be carried out by not only the explicit operation given by the customer but also a timer process.
The call-out timer 1600 is a timer that counts a time while the customer is browsing the web page 300.
The timer-call-out-hyperlink storing device 1601 stores a hyperlink to be selected through the timer process executed by the call-out timer 1600.
The call-out device 104 waits for, in step S38, an opening of the Web page 300 of this call-out device by the customer, and when the web page is opened, the process advances to step S39.
The call-out timer 1600 is activated in the step S39 at a clock time at which the customer opens the Web page 300. With the customer keeping opening the Web page 300, when the elapsed time of the call-out timer 1600 reaches a preset time TC, the process advances to step S40.
A contact permission dialogue is displayed in the step S40 on the Web page 300.
The contact permission message 1801 contains details for inquiring whether or not a telecommunication from the agent to the customer is acceptable. The permit button 1802 is a button for the customer to accept the details in the contact permission message. The un-permit button 1803 is a button for the customer to deny the details in the contact permission message.
When the customer depresses, in the step S40, the permission button 1802, the process advances to step S41. When the customer depresses the un-permission button 1803, the process ends at this step.
The call-out device 104 automatically selects, in the step S41, the hyperlink stored in the timer-call-out-hyperlink storing device 1601, thereby executing the call-out operation.
Note that the step S40 may be omitted. In this case, instead of the process advancement from the step S39 to the step S40, the process advances to the step S41, and no contact permission dialogue 1800 is displayed in this case.
With the customer keeping opening the Web page 300, when a certain time has elapsed, there is a possibility that the customer has an interest in the details of the Web page 300, and is reading carefully. At this time, by automatically selecting a hyperlink and starting a telecommunication with the agent, the agent becomes able to contact the customer, and thus a sales opportunity with an interested customer is obtained.
The reason why the contact permission dialogue 1800 is displayed to inquire whether or not a telecommunication from the agent to the customer is acceptable is for the smooth start of contact from the agent to the customer. In the cases of stores in the actual world, when a sales staff contacts a customer at a first time, by talking and confirming whether or not a conversation with the sales staff is acceptable, such as “can I help you?”, and “I will coordinate you if you would like to.”, a service in accordance with the intent of the customer is carried out. Likewise, in the call center system, the contact permission dialogue 1800 is displayed instead of talking to the customer, and whether or not a conversation is acceptable is confirmed, thereby accomplishing a smooth start of the contact from the agent to the customer.
When the step S40 is omitted, no contact permission dialogue 1800 is displayed, and thus the customer needs no depress operation to the permit button 1802 when the agent starts a telecommunication with the customer. When the customer is not familiar with the call center system, by omitting the step S40, there is an advantageous effect that the burden of the customer is decreased. For example, with the customer keeping opening the Web page 300, when a certain time has elapsed, there is a possibility that the unfamiliar customer is in trouble with how to operate the call-out device 104. When the customer does not know how to operate well, there is also a possibility that the customer does not know the depress operation to the permit button 1802. In this case, an automatic contact from the agent to the customer without any operation may help the customer.
The Web page 300 in
When the call-originator name automatically becomes anonymous, an operation work for the customer to input the customer's name can be omitted.
As for the method of assigning, in the step S27, the call-destination call center terminal 113 to the virtual call, a method of retrieving, among all contact records registered in the table in a past record memory 904 illustrated in
By referring to the contact record in the past record memory 904, the same agent who contacted, last time, the customer who is utilizing a given call-originator terminal 101 can be assigned.
As for the method of assigning, in the step S27, the call-destination call center terminal 113 to the virtual call, a method of assigning the call center terminal that has the oldest status change time and date among the call center terminals which have the agent status that is “standby status” using a table illustrated in
The table illustrated in
As for the method for determining the transmission scheme in the step S6 by the transmission-scheme determining device 119, the transmission scheme may be the call-back scheme when the virtual call contains the call-originator telecommunication device ID, and may be the general transmission scheme in other cases. This is because, in the case of the general transmission scheme, it is not always necessary for the virtual call to contain the call-originator telecommunication device ID, and thus the transmission-scheme determining device is capable of determining that the transmission scheme is not the general transmission scheme when the virtual call contains such an ID.
Since the transmission scheme can be defined based on only the presence-absence of the call-originator telecommunication device ID, there is an advantageous effect that the transmission scheme designation in the virtual call may be omitted.
As for the method for determining the transmission scheme in the step S6 by the transmission-scheme determining device 119, the transmission scheme may be the call-back scheme when the virtual call does not contain the call-originator network ID, and may be the general transmission scheme in other cases. This is because, when the virtual call does not contain the call-originator network ID, the routing device 103 is unable to notify the call-originator terminal 101 of necessary information for the transmission of a telecommunication in the general transmission scheme.
Since the transmission scheme can be defined based on only the presence-absence of the call-originator network ID, there is an advantageous effect that the transmission scheme designation in the virtual call may be omitted.
When the process of the executed program by the telecommunication device can be monitored externally, the telecommunication-status determining device 116 may be accomplished by such a monitoring.
As for the method of monitoring the telecommunication status of the call-destination telecommunication device 114 by the telecommunication-process monitoring device 2000, a process of the program generated when the telecommunication starts is monitored, the telecommunication-process monitoring device determines that the telecommunication starts when such a process is generated, and determines that the telecommunication ends when the process is eliminated.
As for the method of monitoring the telecommunication status of the call-destination telecommunication device 114 by the telecommunication-process monitoring device 2000, a network connection established when the telecommunication starts may be monitored, the telecommunication-process monitoring device may determine that the telecommunication starts when such a network connection is established, and determines that the telecommunication ends when the network connection is discontinued.
As for the method of monitoring the telecommunication status of the call-destination telecommunication device 114 by the telecommunication-process monitoring device 2000, when the call-destination telecommunication device 114 has a telecommunication-status API that gives a notification of the start of the telecommunication and the end thereof, the method may be accomplished by such a telecommunication-status API.
Since the telecommunication-process monitoring device 2000 automatically determines the telecommunication status, it is unnecessary for the agent to manually determine.
Upon the set-up made in which the general transmission scheme is always selected in the step S6 in the first embodiment and illustrated in
In the case of a call center service that needs only the general transmission scheme, a set-up is made so as to always select the general transmission scheme and to omit the call-destination-telecommunication-device control device 115, the call center system may be simplified.
Upon the set-up made in which the call-back scheme is always selected in the step S6 in the first embodiment and illustrated in
In the case of a call center service that needs only the general transmission scheme, a set-up is made so as to always select the call-back scheme and to omit the call-originator-telecommunication-device control device 107, the call center system may be simplified.
Upon the set-up made in which the call-back scheme is always selected in the step S6 in the first embodiment and illustrated in
In the case of a call center service that needs only the call-back scheme, a set-up is made so as to always select the call-back scheme and to omit the call-originator-telecommunication-device control device 107, the call center system may be simplified.
An explanation will be given below of a second embodiment. In the first embodiment, the number of telecommunication devices of the call-originator terminal 101 and that of the call-destination call center terminal 113 are each one, but each terminal has a plurality of telecommunication devices in the second embodiment.
The context information contains a telecommunication-device type designation that designates the type of the telecommunication device utilized for an actual telecommunication in the call-originator terminal 101.
In the second embodiment, the type of the telecommunication device is designated in the call-out device 104, and the automatic call distributor 118 determines, based on the telecommunication-device type designation, the type of the telecommunication device applied for a telecommunication between the call-originator terminal 101 and the call-destination terminal 113. In the case of general transmission scheme, the call-originator-telecommunication-device control device 107 controls, in the call-originator-telecommunication-device group 2100, a call-originator telecommunication device corresponding to the determined type of the telecommunication device to start a transmission of an actual call, and in the case of the call-back scheme, the call-destination-telecommunication-device control device 115 controls, in the call-destination-telecommunication-device group 2101, a call-destination telecommunication device corresponding to the determined type of telecommunication device to start a transmission of an actual call. As for other operations, the same procedure as that of the first embodiment is applied.
The virtual-call transmitting device 110 obtains, in the step S3 in
In
In the operation flowchart illustrating the detail of the call distributing process in the step S5 and illustrated in
As for the method of assigning, in the step S27, the call-destination call center terminal 113 to the virtual call, among the call center terminals which have the telecommunication device type to be utilized for the telecommunication determined in the step S42 and contained in the list of the telecommunication device types for the agent, have the skill of the agent corresponding to the call-out purpose of the virtual call, and have the agent status that is “standby status”, a call center terminal that has the oldest status change time and date is assigned using the table illustrated in
When the transmission scheme is the general transmission scheme, the telecommunication device type to be utilized for the telecommunication determined in the step S42 is transmitted in the step S8 together with the telecommunication device ID. The call-originator-telecommunication-device control device 107 transmits, in the step S10, a control command for transmission to the telecommunication device corresponding to the telecommunication device type in the call-originator telecommunication device groups 2100.
When the transmission scheme is the call-back scheme, the telecommunication device type to be utilized for the telecommunication determined in the step S42 is transmitted in the step S15 together with the telecommunication device ID. The call-destination-telecommunication-device control device 115 transmits, in the step S17, a control command for transmission to the telecommunication device corresponding to the telecommunication device type in the call-destination telecommunication device groups 2101.
Since the virtual call is irrelevant to the telecommunication device, a call distribution process to the plurality of different telecommunication devices is executable by a single call center system.
According to conventional call center systems, when the customer has a plurality of different types of telecommunication devices with respective different signaling specifications, it is necessary that the telecommunication device ID of the transmission destination to call out the call center is a telecommunication device ID in accordance with each signaling specification different one by one. Conversely, since the virtual call is irrelevant to the telecommunication device, it is sufficient for the call-center call-out to simply transmit the virtual call to a single call center ID even if the customer has a plurality of telecommunication devices with different signaling specifications from each other.
Since the customer is capable of selecting one of the plurality of different telecommunication devices to call out the call center, the customer is allowed to utilize the telecommunication device in accordance with the feature thereof, such as a telecommunication device only for voice, a telecommunication device utilizing video and sound, a telecommunication device utilizing video, sound, and text chatting, and a telecommunication device utilizing video, sound, text chatting, and image sharing.
| Number | Date | Country | Kind |
|---|---|---|---|
| 2013-215896 | Oct 2013 | JP | national |
| Filing Document | Filing Date | Country | Kind |
|---|---|---|---|
| PCT/JP2014/060146 | 4/8/2014 | WO | 00 |
