Information input/output device, program, and storage medium

【0001】

[Technical field to which the invention belongs]

The present invention relates to an information input / output device, a program and a storage medium used in a CTI system that integrates a private telephone exchange and a computer network.

【0002】

[Conventional technology]

As a system using CTI (Computer Telephony Integration) technology that integrates a private telephone exchange and a computer network, for example, there is a customer support system disclosed in Japanese Patent Application Laid-Open No. 2000-332898 by the applicant.

【0003】

By the way, in the conventional CTI system, when a call received from a customer is transferred to the corresponding communicator, and the corresponding communicator is in a business state such as during a call or away from the desk, a correspondence record is recorded. Fill in the contents on the slip (paper) and put this correspondence record slip in the designated box. Then, the communicator always checks if there is a corresponding record slip in this box, and if there is a corresponding record slip in the box, call the customer back according to the contents written in the corresponding record slip. I try to put it in.

【0004】

[Problems to be Solved by the Invention]

However, the method using the corresponding record sheet as described above has the following problems.

【0005】

First, the call back may be delayed or the call back may not be made without noticing that the box contains the correspondence record slip, in which case the customer will receive a complaint. There is a problem.

【0006】

Secondly, there is a problem that it takes time to fill in the correspondence record sheet and it takes time to put the correspondence record sheet in the box, which causes a decrease in work efficiency. In particular, when it is just before the end of the working hours, we compete for the moment, so even a few minutes cannot be neglected.

【0007】

Thirdly, although it becomes a management problem, there are cases where the correspondence record slip in the box is lost (for example, I did not put it in because I intended to put it in) and I do not call back, even in such a case There is a problem of receiving complaints from.

【0008】

Fourth, as the number of correspondence record slips in the box increases, the order of the correspondence record slips may be changed, resulting in an error in the priority of making a call. In such a case, for example, a person who has to make an urgent call may be postponed and a complaint may be made.

【0009】

An object of the present invention is to promptly convey a return message to a desired communicator without performing complicated work such as filling in a correspondence record slip and putting the correspondence record slip after filling in a predetermined place. It is to provide an information input / output device, a program, and a storage medium capable of the present invention.

【0010】

An object of the present invention is an information input / output device capable of quickly transmitting a return message without performing complicated work such as filling in the return message and pasting the return message at a predetermined position after the entry. , Programs and storage media.

【0011】

[Means for solving problems]

The information input / output device of the invention according to claim 1 is connected to an external network, has an auto call distributor (ACD), and receives a call signal from the external network from any of the internal networks. A private telephone exchange that selectively connects to the internal line, a plurality of telephone terminals connected to the internal network, and these telephone terminals are individually arranged to input and output various information. CTI (Computer Telephony) that connects a plurality of information input / output devices, a network that connects these information input / output devices to each other, and the premises telephone exchange and the network. In the information input / output device used in the CTI system including the Integration) server, the telephone terminal and the telephone terminal used by the desired communicator among the communicators using the information input / output device are described. If the call from the external network cannot be transferred, the return message input means that allows the input of the return message to be transmitted by designating the desired communicator and the return message input by this return message input means. The wrapping data transmitting means for transmitting the wrapping data based on the wrapping data to the information input / output device used by the designated desired communicator via the network, and the wrapping data transmitted from another information input / output device are described above. It includes a wrapping data receiving means that receives the data via the network, and a wrapping data display means that displays the wrapping data received by the wrapping data receiving means.

【0012】

Therefore, when the call from the external network cannot be transferred to the telephone terminal used by the desired communicator, the call back is used to specify and transmit the desired communicator by the communicator or the like receiving the call. The message is input, and the return data based on the input return message is transmitted to the information input / output device used by the specified desired communicator. On the other hand, in the information input / output device used by the desired communicator, when the return data is received, the received return data is displayed. As a result, the return message can be quickly transmitted to the desired communicator without performing complicated work such as filling in the correspondence record slip and putting the correspondence record slip after filling in the predetermined place as in the past. Will be possible.

【0013】

The invention according to claim 2 is the business state notification means for notifying the information input / output device of the business state of the telephone terminal and the communicator using the information input / output device in the information input / output device according to claim 1. It is determined whether or not a call from the external network can be transferred to the telephone terminal used by the desired communicator according to the business state of the communicator notified by the business state notification means. To do.

【0014】

Therefore, since each communicator can know the business status of each communicator, such as during a call or when he / she is away from his / her desk, the status of each communicator can be immediately determined without having to transfer the call once. You can perform processing such as telling the customer to that effect and making a call back without putting the phone on hold, and you can work while watching the status of other communicators in real time on the screen, so you can make an unexpected call (unexpected call) You can understand the status of the backup staff even (complaints, etc.) and get a psychological sense of security.

【0015】

The invention according to claim 3 comprises a return data reception notification means for notifying that the return data has been received by the return data receiving means in the information input / output device according to claim 1 or 2, and the return data reception notification means. After notifying the reception of the return data, the return data display declaration means for declaring the display of the return data by the return data display means is provided.

【0016】

Therefore, it is notified that the return data has been received, and the return data is displayed by the subsequent declaration. This makes it possible to reliably avoid the problem of delaying the call back and the problem of not making the call back.

【0017】

The invention according to claim 4 is the information input / output device according to claim 1, wherein the transmission of the return data to the information input / output device used by the desired communicator designated by the return data transmission means is a desired communicator. It can be executed in groups of data.

【0018】

Therefore, since all the communicators belonging to the group can view the return data, it is sufficient for any of the communicators belonging to the group to respond, and a prompt response becomes possible.

【0019】

The invention according to claim 5 is the information input / output device according to claim 1, wherein the return data display means displays a list of received return data.

【0020】

Therefore, by displaying the received return data in a list, it is possible to avoid the problem of forgetting the correspondence.

【0021】

According to the invention of claim 6, in the information input / output device of claim 5, each return data is listed in the order of input of the return items.

【0022】

Therefore, it is possible to avoid the problem that the priority of making a call is incorrect due to the change of order.

【0023】

The invention according to claim 7 is a return-corresponding notification means for notifying that the information input / output device according to any one of claims 1 to 6 is responding based on the return data received by the return data receiving means. To be equipped.

【0024】

Therefore, it is possible to avoid having a plurality of communicators correspond to each other in duplicate.

【0025】

The information input / output device of the invention according to claim 8 transmits a wrapping message input means that allows input of a wrapping message and wrapping data based on the wrapping message input by the wrapping message input means via a network. A wrapping data transmitting means for transmitting to a desired device, a wrapping data receiving means for receiving the wrapping data transmitted via the network, and a wrapping data display means for displaying the wrapping data received by the wrapping data receiving means. , Equipped with.

【0026】

Therefore, the wrapping message is input, and the wrapping data based on the input wrapping message is transmitted to the desired device. On the other hand, in the desired device to which the return data has been transmitted, when the return data is received, the received return data is displayed. As a result, it is possible to quickly transmit the return message without performing complicated work such as filling in the return message and pasting the return message at a predetermined position after the entry.

【0027】

The invention according to claim 9 is the return data reception notification means for notifying that the return data has been received by the return data receiving means in the information input / output device according to claim 8, and the return data by the return data reception notification means. A wrapping data display declaring means for declaring the display of the wrapping data by the wrapping data display means after notification of reception is provided.

【0028】

Therefore, it is notified that the return data has been received, and the return data is displayed by the subsequent declaration. As a result, it is possible to reliably avoid the problem that the response to the return requirement is delayed and the problem that the response to the return requirement is not performed.

【0029】

The computer-readable program of the invention according to claim 10 is connected to an external network, has an auto call distributor (ACD), and sends a call signal from the external network to the internal network. A premises telephone exchange that selectively connects to one of the internal lines of the above, a plurality of telephone terminals connected to the internal network, and various information are arranged individually corresponding to these telephone terminals. CTI (Computer Telephony) that connects a plurality of information input / output devices for input / output, a network that connects these information input / output devices to each other, and the premises telephone exchange and the network. Integration) A program to be executed by a computer provided in an information input / output device used in a CTI system composed of a server, and in a communicator using the telephone terminal and the information input / output device in the computer. When the call from the external network cannot be transferred to the telephone terminal used by the desired communicator, the return message input function that allows the input of the return message to be transmitted by designating the desired communicator is provided. , A wrapping data transmission function that transmits wrapping data based on the wrapping message input by this wrapping message input function to the information input / output device used by a designated desired communicator via the network. , A wrapping data receiving function for receiving the wrapping data transmitted from another information input / output device via the network, and a wrapping data display function for displaying the wrapping data received by the wrapping data receiving function are executed.

【0030】

Therefore, when the call from the external network cannot be transferred to the telephone terminal used by the desired communicator, the call back is used to specify and transmit the desired communicator by the communicator or the like receiving the call. The message is input, and the return data based on the input return message is transmitted to the information input / output device used by the specified desired communicator. On the other hand, in the information input / output device used by the desired communicator, when the return data is received, the received return data is displayed. As a result, the return message can be quickly transmitted to the desired communicator without performing complicated work such as filling in the correspondence record slip and putting the correspondence record slip after filling in the predetermined place as in the past. Will be possible.

【0031】

The invention according to claim 11 is a business state for notifying the information input / output device of the business state of the telephone terminal and a communicator using the information input / output device in the computer-readable program according to claim 10. Let the computer execute the notification function.

【0032】

Therefore, since each communicator can know the business status of each communicator, such as during a call or when he / she is away from his / her desk, the status of each communicator can be immediately determined without having to transfer the call once. You can tell the customer to that effect and make a call back without putting the call back, and you can work while watching the status of other communicators in real time on the screen, so you can make an unexpected call (unexpected call) You can understand the status of the backup staff even (complaints, etc.) and get a psychological sense of security.

【0033】

The invention according to claim 12 is a return data reception notification function for notifying that the return data has been received by the return data reception function in the computer-readable program according to claim 10 or 11, and the return data reception notification. After notifying the reception of the return data by the function, the computer is made to execute the return data display declaration function for declaring the display of the return data by the return data display function.

【0034】

Therefore, it is notified that the return data has been received, and the return data is displayed by the subsequent declaration. This makes it possible to reliably avoid the problem of delaying the call back and the problem of not making the call back.

【0035】

According to a thirteenth aspect of the present invention, in the computer-readable program according to the tenth aspect, it is desired to transmit the return data to the information input / output device used by the desired communicator designated by the return data transmission function. It can be executed in group units that are a collection of communicators.

【0036】

Therefore, since all the communicators belonging to the group can view the return data, it is sufficient for any of the communicators belonging to the group to respond, and a prompt response becomes possible.

【0037】

The invention according to claim 14 is the computer-readable program according to claim 10, wherein the wrapping data display function displays a list of received wrapping data.

【0038】

Therefore, by displaying the received return data in a list, it is possible to avoid the problem of forgetting the correspondence.

【0039】

The invention according to claim 15 is a computer-readable program according to claim 14, in which each return data is listed in the order in which the return items are input.

【0040】

Therefore, it is possible to avoid the problem that the priority of making a call is incorrect due to the change of order.

【0041】

The invention according to claim 16 is a wrap-around correspondence for notifying that the computer-readable program according to any one of claims 10 to 15 is responding based on the wrap-around data received by the wrap-around data receiving function. Let the computer execute the notification function.

【0042】

Therefore, it is possible to avoid having a plurality of communicators correspond to each other in duplicate.

【0043】

The computer-readable program of the invention according to claim 17 has a wrapping message input function that allows input of a wrapping message and a wrapping data based on the wrapping data input by this wrapping message input function. A wrapping data transmission function for transmitting to a desired device via the above, a wrapping data receiving function for receiving wrapping data transmitted via the network, and a wrapping data display for displaying the wrapping data received by this wrapping data receiving function. Let the computer perform the function.

【0044】

Therefore, the wrapping message is input, and the wrapping data based on the input wrapping message is transmitted to the desired device. On the other hand, in the desired device to which the return data has been transmitted, when the return data is received, the received return data is displayed. As a result, it is possible to quickly transmit the return message without performing complicated work such as filling in the return message and pasting the return message at a predetermined position after the entry.

【0045】

The invention according to claim 18 is based on a return data reception notification function for notifying that the return data has been received by the return data receiving means in the computer-readable program according to claim 17, and the return data reception notification function. After notifying the reception of the return data, the computer is made to execute the return data display declaration function for declaring the display of the return data by the return data display function.

【0046】

Therefore, it is notified that the return data has been received, and the return data is displayed by the subsequent declaration. As a result, it is possible to reliably avoid the problem that the response to the return requirement is delayed and the problem that the response to the return requirement is not performed.

【0047】

The storage medium of the invention according to claim 19 stores the program according to any one of claims 10 to 18.

【0048】

Therefore, by having a computer read the program stored in this storage medium, it is possible to obtain the same operation as that of the invention according to any one of claims 10 to 18.

【0049】

BEST MODE FOR CARRYING OUT THE INVENTION

An embodiment of the present invention will be described with reference to FIGS. 1 to 16.

【0050】

FIG. 1 is a schematic diagram showing the system configuration of the entire CTI (Computer Telephony Integration) system. In Fig. 1, the solid line connecting each part indicates the telephone line, and the dotted line indicates the signal line.

【0051】

The CTI system 1 of this embodiment is installed in, for example, a customer consultation room in a private company. The CTI system 1 of the present embodiment includes a private telephone exchange (PBX) 3 connected to the external network 2 and a plurality of telephone terminals connected to the private telephone exchange 3 via the internal network 4. It is equipped with a machine 5 and a client PC (Personal Computer) 6 as an information input / output device provided in a one-to-one correspondence between these telephone terminal machines 5.

【0052】

The client PC 6 is provided on a network 7 constructed on a LAN (Local Area Network), and the server PC 8 which is a network server is also connected to this network 7. Then, the private telephone exchange 3 is connected to the network 7 via the CTI server 9, and the database server 10 is connected to the network 7.

【0053】

Here, the server PC8, the CTI server 9, the database server 10, and the client PC6 provided in the CTI system 1 execute various processes by a predetermined control program. Such a control program is stored and used in, for example, a hard disk included in the server PC8, the CTI server 9, the database server 10, and the client PC6. Alternatively, such a control program may be written to the ROM provided in the server PC8, the CTI server 9, the database server 10 and the client PC6, or stored in a portable storage medium such as a CD-ROM. The system configuration may be such that the stored contents are read into the server PC 8, the CTI server 9, the database server 10, and the client PC 6 and written to their hard disks. In any case, such a control program is stored and used in a storage medium.

【0054】

In the CTI system 1 having the above configuration, for example, when the customer 14 calls the CTI system 1 via the external network 2 by toll-free number, a ringing signal is input to the private telephone exchange 3. At this time, the multiple recording device 15 and the voice response device 16 are connected to the entrance of the external network 2 in the CTI system 1, and the customer is first responded by the voice response device 16. In the case of a customer who is satisfied with the response by the voice response device 16, the call signal is not input to the private telephone exchange 3. In some cases, the customer can also leave the required voice message on the overdubbing device 15. The voice message left in the overdubbing device 15 can be processed as a WAV file (Wave format file) by the voice server 17. As a result, it is converted into voice data that can be handled by a general personal computer using Windows (registered trademark) or the like as an operating system. Therefore, the voice message left in the overdubbing device 15 can be taken out as a WAV file from the voice server 17 and output as voice on the client PC 6 or used in the company LAN 18 connected to the CTI system 1. ..

【0055】

FIG. 2 is a schematic diagram for schematically explaining the basic processing in the CTI system 1. When a call from the customer 14 is sent to the premises telephone exchange 3 after the response by the voice response device 16, that is, when a call signal from the customer 14 arrives at the premises telephone exchange 3, as shown in FIG. 2, the premises The telephone exchange 3 searches for the communicator 19 as the operator corresponding to the customer last time, and causes the telephone terminal 5 used by the communicator 19 to receive the call signal. Then, when the communicator 19 picks up the telephone, the telephone from the customer 14 is connected to the telephone terminal 5. In FIG. 2, only one communicator 19 was supported last time, but in reality, the number of communicators 19 supported is a predetermined number of times retroactively. On the other hand, when all the communicators 19 having a plurality of people retroactively for a predetermined number of times are busy or absent, the private telephone exchange 3 is a built-in auto call distributor (ACD). Activate 20 to receive a ringing signal from the telephone terminal 5 used by any of the communicators 19 who are not busy or away from their desks. Further, in the CTI system 1 of the present embodiment, customer correspondence information regarding the customer 14 is displayed and output to the client PC 6 used by the communicator 19 using the telephone terminal 5 receiving the call from the customer 14.

【0056】

The system processing as described based on FIG. 2 is conceptually divided into a first processing and a second processing.

【0057】

In the first process, the caller ID associated with the call signal transmitted via the external network 2 is associated with the communicator 19 using the telephone terminal 5 connected to the line according to the call signal, and the database server. In addition to being stored in the caller ID index table (not shown) registered in 10, the customer correspondence information entered by the communicator 19 using the client PC 6 in association with the caller number is registered in the database server 10. Correspondence history stored in the master table (not shown).

【0058】

In the second process, assuming that predetermined data is stored in the caller ID index table and the correspondence history master table, when a call signal is transmitted via the external network 2, this call signal is sent. Based on the caller ID associated with, the communicator 19 corresponding to the caller ID is searched from the caller ID index table, and the telephone terminal 5 currently used by the communicator 19 is connected to the external network. In addition to receiving the call signal transmitted via 2, the communicator 19 searches the correspondence history master table for the customer correspondence information corresponding to the caller ID based on the caller ID accompanying the call signal. Send and output to the client PC6 to be used.

【0059】

As shown in FIG. 1, in the CTI system 1, the fax server 21 is also connected to the network 7. Therefore, by using this FAX server 21, for example, the correspondence history with the customer stored in the correspondence history master table can be facsimile-transmitted to the facsimile apparatus 23 installed in the department of the sales / service 22. Further, for example, the supervisor 24 and the salesman / serviceman 25 in the sales / service 22 department can communicate the contents of the telephone call from the customer via the external network 26. As a result, the department of sales / service 22 can grasp the content of the consultation from the customer 14 and can take a response to the content of the consultation.

【0060】

In addition, the customer correspondence information stored and stored in the correspondence history master table is converted into data 27 in a file format that can be handled by a general personal computer using Windows (registered trademark) or OS / 2 as the operating system. The data 27 including such customer correspondence information can be used in the company LAN 18 by receiving access from the company LAN 18.

【0061】

Here, the main functions of the server PC8 and the client PC6 will be described.

【0062】

The server PC 8 has a communicator management table 31 as shown in FIG. This communicator management table 31 displays the communicator ID 32 that identifies each communicator 19, the telephone terminal identification ID 33 that identifies the telephone terminal 5 used by the communicator 19, and the business status of the communicator 19. It is registered in association with the business status information 34 shown. This business status information 34 is registered to that effect when the communicator 19 is in a busy or absent business status. The communicator management table 31 is divided into groups according to the department to which each communicator 19 belongs, and a group ID 35 for identifying the group is also attached. The database server 10 determines whether or not each communicator 19 is in a busy or absent business state from the state of the private telephone exchange 3 and its built-in ACD20 via the CTI 9, and these business states. Is registered as business status information 34.

【0063】

On the other hand, each client PC 6 performs the processing as shown in FIG. 4 based on the control program. That is, when the communicator 19 performs a predetermined operation (pressing the reference key 42 shown in FIG. 5) (Y in step S1), the window of the main screen 41 shown in FIG. 5 displayed on the display is in the Inactive state. When the state changes from to active state (Y in step S2), or when the state of the telephone terminal 5 corresponding to the client PC 6 changes (this is because the customer correspondence information is the correspondence history master as described above. It can be determined that the state of the telephone terminal 5 has changed when it is searched from the table and sent and output to the client PC6 used by the communicator 19) (Y in step S3), the communicator management table 31. Requests the data of the registration contents of the above to the server PC8, the server PC8 sends this to the client PC6, and the client PC6 receives the data (step S4). Then, the name of each communicator 19 recorded in the received data is displayed on the main screen 41 shown in FIG. 5 in different colors according to the business state of the communicator 19 (step S5). Here, the function of the business state notification means is executed.

【0064】

That is, on the main screen 41, the name 44 of each communicator 19 registered in the communicator management table 31 is displayed for each group 43. This group 43 corresponds to group ID 35 in the communicator management table 31. And although it is not clear in FIG. 5, for example, when the business status of communicator 19 is busy, it is red, when the business status of communicator 19 is away (READY status), it is black, and even when it is busy. When not away from the desk (WORK status), the name of the communicator 19 is displayed in yellow, which informs the communicator 19 of the current business status of each communicator 19. The group name 45 of each group 43 is displayed in blue, for example.

【0065】

Then, at a predetermined timing, in this example, the communicator 19 presses the reference key 42 (Y in step S1), the window of the main screen 41 changes from the Inactive state to the active state (Y in step S2), or When the state of the telephone terminal 5 changes (Y in step S3), the registered contents of the communicator management table 31 are acquired from the database server 10 via the server PC 8 (step S4), and the communicator management table 31 is acquired. The display of the registered contents will be updated to the latest one.

【0066】

Therefore, since each communicator can know the business status of each communicator during a call, while away from the desk, etc. on the client PC6, the status of each communicator can be immediately determined without having to transfer the call once. It is possible to notify the customer 14 and make a call back without putting the call on hold. In addition, since you can work while watching the status of other communicators in real time on the screen, you can know the status of the backup staff even by unexpected phone calls (complaints, etc.), which gives the communicator a psychological sense of security.

【0067】

Further, each client PC 6 can accept the operation of the telephone terminal 5 corresponding to the client PC 6 on the main screen 41. That is, a telephone number input field 51 is prepared on the main screen 41, and when the communicator 19 inputs a telephone number in this field with a keyboard or the like and clicks the call button 52, the telephone number from the telephone terminal 5 is displayed. Requests to make a call to the telephone number entered in the input field 51 are accepted. Also, when the incoming call button 53 is clicked, the incoming call to the telephone terminal 5 is accepted. Further, if the READY / WORK button 54 is switched, the operation of the communicator 19 when the communicator 19 is away (READY state) and when the communicator 19 is seated (WORK state) is accepted for the ACD20. When the communicator 19 leaves the seat, the READY / WORK button 54 is set to the READY state, and when the communicator 19 is seated, the READY / WORK button 54 is set to the WORK state. If you are too busy to answer the phone (BUSY state), click the busy button 55 to accept the BUSY state operation for the ACD20.

【0068】

In the CTI system 1 having the above basic functions, the characteristic functions in the present embodiment will be described. Here, it is used when the call received from the customer 14 is forwarded to the communicator 19 of the corresponding group, and all the communicators 19 of the corresponding group are in a business state such as being on the phone or away from the desk. The folding function will be described.

【0069】

When forwarding a call from customer 14 to the communicator 19 of the corresponding group, if all the communicators 19 of the corresponding group are in a business state such as being on the phone or away from the desk, as described above. , The name of the communicator 19 is the main screen 41 in either red indicating that the business status of the communicator 19 is busy or black indicating that the business status of the communicator 19 is away (READY status). Will be displayed in. That is, when all the communicators 19 of the corresponding group are in a business state such as when they are on the phone or away from their desks, each communicator 19 can be known on the main screen 41 displayed on the client PC 6. , The communicator 19 that receives the call from the customer 14 informs the customer 14 that the call is to be returned without forwarding the call, and performs the call back processing that exerts the call back function.

【0070】

That is, the client PC 6 performs the processing as shown in FIG. 6 based on the control program. When the communicator 19 that receives the call from the customer 14 performs a predetermined operation (for example, double-clicking the predetermined icon) (Y in step S11), the correspondence record shown in FIG. 7 is displayed on the display of the client PC 6. Display screen 61 (step S12). As shown in FIG. 7, on the correspondence record screen 61, it is possible to input the return message such as the name of the customer 14 and the contents of the inquiry.

【0071】

When the input of the return message on the corresponding recording screen 61 is completed (Y in step S13), as shown in FIG. 8, the window of the main screen 41 is changed from the Inactive state to the active state to the main screen 41. Wait for the click of the prepared wrapping BOX button 56 (step S14).

【0072】

When the call-back BOX button 56 provided on the main screen 41 is clicked (Y in step S14), the call-back call destination designation screen 62 shown in FIG. 9 is displayed on the display of the client PC 6 (step S15).

【0073】

Then, on the call-back destination designation screen 62, as shown in FIG. 10, when the call-back destination (individual or group) is specified and the OK button 63 is clicked (Y in step S16), the call-back registration is executed. Sends the call back data to the client PC6 belonging to the specified call back destination (step S17). Here, the function of the return message input means and the function of the return data transmission means are executed. Here, the designated call-back destination may be addressed to an individual, or may be addressed to a group, which is a group unit in which the desired communicators 19 are grouped together. As a result, all the communicators 19 belonging to the group can view the return data, so that any of the communicators 19 belonging to the group needs to respond, and a prompt response becomes possible.

【0074】

Here, in the client PC6, the control program (reception program) for receiving the return data as described above is started in advance. The client PC 6 performs the processing as shown in FIG. 11 based on the control program (reception program). When the control program (reception program) for receiving this return data is activated, two types of icons 65 and 66 are displayed in the indicator area 64 on the display of the client PC 6 as shown in FIG. 12 (as shown in FIG. 12). Step S21). Here, the icon 65 displayed as "P" indicates whether or not the return data addressed to the individual has been received, and the icon 66 displayed as "G" indicates whether or not the return data addressed to the group has been received. Is. Although it is not clear in FIG. 12, for example, when waiting for the return data to be received, the icons 65 and 66 are displayed in green, respectively.

【0075】

In such a state, when the return data addressed to an individual or the return data addressed to a group is received (Y in step S22: return data receiving means), the color of the icon 65 or icon 66 corresponding to the received return data is changed (step S23). : Return data reception notification means). Here, when the return data is received, the icons 65 and 66 are displayed in red, respectively, so that the communicator 19 is notified that there is the return data.

【0076】

Then, when the communicator 19 that recognizes that one of the icons 65 and 66 has changed from green to red performs a predetermined operation (for example, double-clicking the icon that has changed from green to red) (Y: in step S24). Wrap data display declaration means), the wrap screen 67 shown in FIG. 13 is displayed on the display of the client PC 6 (step S25: wrap data display means).

【0077】

Therefore, it is possible to reliably avoid the problem of delaying the return call and the problem of not making the return call by notifying that the return data has been received and displaying the return data by the subsequent declaration. ..

【0078】

Note that FIG. 13 exemplifies a personal return screen that is displayed when the icon 65 displayed as P indicating whether or not personal return data has been received is double-clicked. As shown in FIG. 13, on the wrapping screen 67, wrapping data D that requires wrapping processing is listed in the order of input of the wrapping message, and each wrapping data D is provided with a check box C. Therefore, by displaying the received return data in a list, it is possible to avoid the problem of forgetting the correspondence. Further, by displaying the list in the input order of the return message, it is possible to avoid the problem that the priority of making a call is erroneous due to the change of the order.

【0079】

When it is determined that the check box C of the wrapping data D displayed on the wrapping screen 67 is clicked (checked) (Y in step S26), the corresponding recording screen 61 is activated on the display of the client PC 6 as shown in FIG. While displaying in the state (wrapping screen 67 is inactive state) (step S27), the color of the corresponding icon 65 or icon 66 and the color of the wrapping data D displayed on the wrapping screen 67 are changed (step S28). .. Here, when the corresponding recording screen 61 is displayed, the icon 65 or the icon 66 is displayed in yellow, and the wrapping data D displayed on the wrapping screen 67 in the Inactive state is also displayed in yellow. Further, when another communicator 19 displays the wrapping screen 67 in such a situation, the wrapping data D displayed on the wrapping screen 67 is displayed in yellow, respectively. As a result, the other communicator 19 is notified that the return data is being dealt with. Here, the function of the return response notification means is executed. This makes it possible to avoid having a plurality of communicators 19 correspond to each other in duplicate.

【0080】

Then, with the correspondence recording screen 61 displayed in this way, the communicator 19 makes a call back to the customer 14 recorded on the correspondence recording screen 61.

【0081】

After that, when the communicator 19 that has finished responding to the customer 14 by the return call performs a predetermined operation (for example, click the return screen 67) (Y in step S29), the return screen 67 is activated (step S30). ). Then, when it is determined that the check box C of the corresponding wrapping data D displayed in yellow on the wrapping screen 67 is clicked (checked) (Y in step S31), as shown in FIG. 15, on the display of the client PC6. Displays a judgment box 68 for inputting whether or not the process corresponding to wrapping has been completed normally (step S32). The communicator 19 will click Yes 68a if the process is completed normally, and click No 68b if the process is not completed normally.

【0082】

When it is determined that either Yes 68a or No 68b in the judgment box 68 has been clicked (Y in step S33), the corresponding wrapping that was displayed in yellow on the wrapping screen 67 as shown in FIG. Erase data D and change the color of the corresponding icon 65 (icon 66) from yellow to green (step S34).

【0083】

Here, if the call from the external network 2 cannot be transferred to the telephone terminal 5 used by the desired communicator 19, the communicator 19 or the like receiving the call transmits the call to the desired communicator 19. The wrapping message is input, and the wrapping data based on the input wrapping message is sent to the client PC 6 used by the specified desired communicator 19. On the other hand, in the client PC6 used by the desired communicator 19, when the return data is received, the received return data is displayed. As a result, the return request can be quickly sent to the desired communicator 19 without performing complicated work such as filling in the correspondence record slip and putting the correspondence record slip after filling in the predetermined place as in the conventional case. It becomes possible to convey.

【0084】

In the present embodiment, the CTI system has been described as an example, but the present invention is not limited to this. For example, it can be applied to a computer usage environment in which client PCs 6 as information input / output devices used in a general office are connected by a network 7. Even in such a case, a wrapping message is input from one of the client PC6s, and wrapping data based on the input wrapping message is transmitted to the desired client PC6. On the other hand, in the desired client PC6 to which the return data is transmitted, when the return data is received, the received return data is displayed. As a result, it is possible to quickly transmit the return message without performing complicated work such as filling in the return message and pasting the return message at a predetermined position after the entry.

【0085】

[Effect of the invention]

According to the invention of claim 1 or 10, when a call from an external network cannot be transferred to a telephone terminal used by a desired communicator, the communicator or the like receiving the call is the desired communicator. Is input, and the return data based on the input return message is transmitted to the information input / output device used by the specified desired communicator, and the desired return data is input. In the information input / output device used by the communicator, when the return data is received, the received return data is displayed to fill in the corresponding record sheet as in the past and to the predetermined place of the corresponding record sheet after the entry. It is possible to quickly convey the return message to the desired communicator without performing complicated work such as inputting the data.

【0086】

According to the invention of claim 2 or 11, each communicator can know the business status of each communicator during a call, away from the desk, etc., so that each communicator does not have to transfer the call once. You can instantly judge the status of the phone, tell the customer to that effect and make a call back without putting the call on hold, and you can see the status of other communicators in real time on the screen. Since you can work while working, you can know the status of the backup staff even by unexpected phone calls (complaints, etc.), and you can get a psychological sense of security.

【0087】

According to the invention of claim 3 or 12, by notifying that the call-back data has been received and displaying the call-back data by the subsequent declaration, the problem that the call-back call is delayed and the problem that the call-back call is not made are ensured. Can be avoided.

【0088】

According to the invention of claim 4 or 13, since all the communicators belonging to the group can view the return data, only one of the communicators belonging to the group needs to respond, and a prompt response becomes possible. ..

【0089】

According to the invention of claim 5 or 14, the problem of forgetting the correspondence can be avoided by displaying the received return data in a list.

【0090】

According to the invention of claim 6 or 15, it is possible to avoid the problem that the priority of making a call is erroneous due to the change of order.

【0091】

According to the invention of claim 7 or 16, it is possible to avoid having a plurality of communicators correspond to each other in duplicate.

【0092】

According to the invention of claim 8 or 17, a wrapping message is input, the wrapping data based on the input wrapping message is transmitted to a desired device, and in the desired device to which the wrapping data is transmitted, the wrapping data is transmitted. When the wrapping data is received, by displaying the received wrapping data, it is not necessary to perform complicated work such as filling in the wrapping message and pasting the wrapping message after the entry at a predetermined position. It is possible to quickly convey the return matter.

【0093】

According to the invention of claim 9 or 18, by notifying that the return data has been received and displaying the return data by the subsequent declaration, there is a problem that the response to the return requirement is delayed or the return requirement is solved. The problem of not taking such measures can be reliably avoided.

【0094】

According to the storage medium of the invention according to claim 19, by storing the program according to any one of claims 10 to 18, the computer can read the program stored in the storage medium. The same action and effect as that of the invention according to any one of Items 10 to 18 can be obtained.

[Simple explanation of drawings]

FIG. 1 is a schematic diagram showing a system configuration of the entire CTI system according to the embodiment of the present invention.

FIG. 2 is a schematic diagram for schematically explaining basic processing in a CTI system.

FIG. 3 is a conceptual diagram showing a communicator management table.

FIG. 4 is a flowchart of processing performed by a client PC using a communicator management table.

FIG. 5 is a plan view showing a main screen displayed on a client PC.

FIG. 6 is a flowchart showing a folding process.

FIG. 7 is a plan view showing a corresponding recording screen displayed on a client PC.

FIG. 8 is a plan view showing a main screen displayed on a client PC in which the Inactive state is changed to the active state.

FIG. 9 is a plan view showing a call-back telephone destination designation screen displayed on a client PC.

FIG. 10 is a plan view showing a call-back telephone destination designation screen displayed on a client PC.

FIG. 11 is a flowchart showing a process of receiving return data.

FIG. 12 is a plan view showing an indicator area displayed on a client PC.

FIG. 13 is a plan view showing a folded screen displayed on a client PC.

FIG. 14 is a plan view showing a corresponding recording screen displayed on a client PC.

FIG. 15 is a plan view showing a determination box displayed on a client PC.

FIG. 16 is a plan view showing a folded screen displayed on a client PC.

[Explanation of symbols]

1 CTI system 2 External network 3 Private telephone exchange 5 Telephone terminal 6 Information input / output device 7 Network 9 CTI server 19 Communicator 20 Auto call distributor