Home-based operator authentication program and home-based operator authentication terminal program

The present invention relates to a program for causing a computer to authenticate a home operator.

Manufacturers that sell products set up a call center to handle inquiries and complaints from customers regarding products. From the viewpoint of the development of various communication devices and the effective utilization of human resources, the operation of call centers by home operators is increasing. Patent Document 1 describes an operator support system for operating such a home-based call center.<patcit num="1"><text>JP-A-2002-77403</text></patcit>

<p> However, the problem in operating a home-based call center is not limited to simply providing a home-based operator with a normal call center function such as transferring a call from a customer. In a system used at home, it is assumed that customer data and company secret information will be stored, and that data will be received and displayed for business operations. Therefore, personal information and trade secrets will be protected. From the viewpoint, it is necessary to strengthen and secure security. Therefore, an object of the present invention is to prevent a person other than a legitimate home operator from referencing a home-based call center as described above, and to ensure security.</p>

<p> The home operator authentication program of the present invention has a function of accepting a temporary login request from a first terminal operated by a home operator to a server computer, a function of transmitting authentication unique data to the first terminal, and a function of being at home. Formal login of the first terminal is permitted if the data received from the second terminal possessed by the operator is the same as or has the same data as the unique data for authentication. However, it is intended to realize a function of transmitting a notification to that effect and to authenticate a home operator.</p><p> Further, the home operator authentication terminal program of the present invention has a function of receiving authentication unique data from the first terminal to a second terminal possessed by the home operator via data communication means, and the computer is at home legitimately. A function to authenticate the person being operated by the operator and a function to transmit the unique data for authentication and the result of the person authentication to the server computer are realized, and the home operator can communicate with the server computer. It is for authentication. Further, in the personal authentication, it is possible to realize the authentication of the home operator by the biometric authentication function provided in the second terminal.</p>

<p> As described above, according to the present invention, in a home-based call center, a predetermined terminal is possessed by a predetermined and legitimate home operator, and the home operator can receive customer information or the like from a server computer. It becomes possible to guarantee that the operation is being performed, which contributes to the improvement of security.</p>

Embodiments of the present invention will be described with reference to the drawings.

FIG. 1 shows an example of the configuration of the present invention. The embodiment shown in FIG. 1 is composed of a server 1 constituting a call center system, a mobile terminal 2 owned by a home operator, and a PC terminal 3 operated by the home operator. Both the server 1 and the PC terminal 3 are composed of a computer, and the mobile terminal 2 can also be considered as a computer having a function as a telephone.

The server 1 includes a home operator authentication program 11, an operator DB12, a PBX (Private Branch Exchange) 13 and an ACD (Automatic Call Distribution) 14 according to the present invention.

The home operator authentication program 11 authenticates a legitimate home operator by communicating with the mobile terminal 2 and the PC terminal 3 possessed and operated by the home operator.

The operator DB 12 stores various attribute data related to the home operator. Figure 2 shows the details of the operator DB12. The operator DB 12 stores the operator name 121, the ID 122, and the password 123 in association with each other. The ID 122 and the password 123 are for the home operator to temporarily log in from the PC terminal 3. Temporary login will be described later.

The PBX13 is a so-called private branch exchange, and generally controls the connection between extension telephones and the connection with the public switched telephone network. Here, it has a function of connecting to the ACD14 in order to connect an incoming call from a public line from a customer to a home operator.

The ACD14 is for appropriately distributing and connecting the incoming call from the customer received via the PBX13 to the home operator. Here, it has a function of distributing the incoming call of the customer to the mobile terminal 2 owned by the home operator.

Both PBX13 and ACD14 belong to the category of the prior art. Further, in the implementation example of FIG. 1, it was decided to configure it in the server 1, but it is configured as a device different from the server 1 equipped with the home operator authentication program 11 and functions in cooperation with the server 1. It does not prevent you from doing so.

The mobile terminal 2 includes a voice call unit 21, a home operator authentication terminal program 22, and authentication data 23.

The voice call unit 21 is for functioning as a normal telephone, and is used for a voice conversation with a customer or the like.

The home operator authentication terminal program 22 is for authenticating that the mobile terminal 2 is possessed by a legitimate home operator and notifying the server 1 of the authentication result.

The authentication data 23 is for storing the data necessary for the home operator authentication terminal program 22 to authenticate the home operator. If the method using an ID and password is adopted as the simplest authentication method, the authentication data 23 stores the ID and password unique to a legitimate home operator who possesses the form terminal 2 and inputs them. Authenticate a legitimate home operator by matching the ID and password provided. In addition, if a fingerprint authentication method is adopted as one of the biometric authentication methods that have become widespread in recent years, the fingerprint data of a legitimate home operator is stored in the authentication data 23, and the mobile terminal 2 Authenticates a legitimate home operator by matching the fingerprint data input from a fingerprint sensor (not shown) provided with.

The PC terminal 3 includes a home operator terminal program 31 and a customer information display unit 32. This PC terminal 3 is for realizing the function of a terminal for an operator in a call center, which is not a normal home-based type, as it is at home. That is, the main function is to receive customer information or the like from the server 1 and display it to a home operator. In addition to that, as a function unique to the present invention, a function of exchanging data for authenticating a home operator is provided, which will be described later.

The home operator terminal program 31 is a program for making the PC terminal 3 function as a call center operator terminal. As described above, in addition to displaying received customer information and the like, a home operator authentication function is performed. To realize.

The customer information display unit 32 displays customer information and the like, and is usually composed of a display or the like.

Next, the integrated processing contents of the home operator authentication program 11, the home operator authentication terminal program 22, and the home operator terminal program 31 according to the present invention will be described with reference to the processing flow diagram shown in FIG.

First, in step 301, when there is an inquiry from a customer to the call center, it is received and responded by PBX13 and ACD14 of the server 1 in the call center, an appropriate home operator is selected, and the call is sent to the mobile terminal 2 of the home operator. Call.

In step S302, the home operator receives the call from the server 1 by the mobile terminal 2. As the content of the message from the server 1, for example, the fact that the inquiry from the customer has been met, the fact that the user logs in from the PC terminal 3 in order to respond to the inquiry, and the like are sent to the mobile terminal 2 by automatic voice. It should be noted that the notification to the mobile terminal 2 in steps S301 to S302 does not exclude that it is a means such as an e-mail if immediacy is guaranteed.

In step S303, the home operator temporarily logs in to the server 1 from the PC terminal 3. Here, it is conceivable to adopt a simple ID and password method as the authentication method, but other authentication methods are not excluded. When the method using an ID and password is adopted as the temporary login method, in step S303, the ID and password entered by the home operator are transmitted from the PC terminal 3 to the server 1.

In step S304, the server 1 determines whether or not temporary login is possible based on the received ID and password. That is, the ID 122 and password 123 of the operator DB 12 are referred to to determine whether or not the combination of the transmitted ID and password matches the one registered in advance, and if they match, temporary login is permitted. ..

In step S305, the server 1 transmits the authentication unique data to the PC terminal 3. This authentication-specific data needs to be difficult to predict from a third party, and for example, a character string that is randomly selected and has a certain number of characters or more can be used.

In step S306, the PC terminal 3 receives the authentication unique data transmitted by the server 1.

In step S307, the home operator moves the authentication-specific data received by the PC terminal 3 to the mobile terminal 2 by some input / output means. The input / output means used here may be any means as long as data can be moved only when the two devices are close to each other, such as USB connection and infrared communication. The ability to move the unique data for authentication guarantees that the home operator who owns the mobile terminal 2 is actually operating the PC terminal 3.

In step S308, the home operator is authenticated by the user authentication function provided in the mobile terminal 2. This authentication function may be a method using an ID and a password as described above, but preferably a biometric authentication method that has become widespread in recent years. For example, if a mobile terminal 2 having a fingerprint authentication function is adopted as the mobile terminal 2 to be distributed to the home operator, it is possible to guarantee that the mobile terminal 2 is operated by a legitimate home operator by the function. Here, the fingerprint authentication method has been described as an example, but other authentication methods are not excluded as long as they can be mounted on the mobile terminal 2.

In step S309, the mobile terminal 2 transmits the authentication unique data stored in step S307 and the authentication result in step S308 to the server 1.

In step S310, the server 1 receives the authentication unique data transmitted by the mobile terminal 2 and the authentication result in step S308.

In step S311, the server 1 matches the authentication unique data received in step S310 with the authentication unique data transmitted in step S305, and the authentication result in step S308 is the person himself / herself. Allow formal login from. As a result, it is guaranteed that a legitimate home operator is operating the PC terminal 3, and it is possible to transmit customer data or the like that requires confidentiality to the PC terminal 3 later.

In addition, a limit is set for the time from the transmission of the authentication unique data in step S305 to the reception of the authentication unique data etc. in step S310, and if it is not received within the set time, it is a legitimate stay at home. It is also useful to assume that the operator is not operating the PC terminal 3 and refuse the official login.

Further, the authentication unique data to be transmitted in step S305 is encrypted with an encryption key by the existing technology and then transmitted, and the mobile terminal 2 is provided with a corresponding decryption key in advance, and the authentication encrypted by the mobile terminal 2 is performed. The decrypted version of the unique data may be transmitted in step S309. In step S311 the server 1 can allow formal login by having the received authentication unique data have the same identity as the authentication unique data transmitted in step S305.

In step S312, the voice call line from the customer is connected to and transferred to the mobile terminal 2 based on the authentication result in step S311 to enable dialogue between the customer and the home operator, and the call center function at home for the PC terminal 3. Send customer data, etc. to demonstrate the above.

In step S313, the mobile terminal 2 receives the customer's voice, and the PC terminal 3 receives and displays the customer data and the like. Here, the home operator can perform the same work as in a normal call center that is not at home.

Although not shown, the server 1 and the PC terminal 3 are computers in which the entire device is controlled by a CPU (Central Processing Unit). The mobile terminal 2 can also be regarded as a computer in which some functions are omitted. A storage device such as RAM (Random Access Memory) and a hard disk device (HDD), a graphic processing unit, an input interface, a communication interface, and the like are connected to the CPU via a bus.

At least a part of OS (Operating System) programs and other programs to be executed by the CPU is temporarily stored in RAM. In addition, various data required for processing by the CPU are stored in RAM. The HDD stores the OS and other programs and data.

A monitor device is connected to the graphic processing unit. The graphic processing unit displays an input screen or the like on the monitor device according to a command from the CPU. A keyboard, mouse, etc. are connected to the input interface. The input interface transmits signals sent from a keyboard, mouse, etc. to the CPU via a bus.

The communication interface is connected to network 4. The communication interface transmits and receives data to and from the server 1, the PC terminal 3, and the mobile terminal 2 via the network 4.

By executing the home operator authentication program 11, the home operator terminal program 31, and the home operator authentication terminal program 22 according to the embodiment of the present invention on the computers of the above-mentioned server 1, PC terminal 3, and mobile terminal 2, each computer Can function as a home operator authentication device, a home operator terminal device, and a home operator authentication terminal device.

Further, the processing content of the above-mentioned functions that the computer should have can be described in a program recorded on a recording medium that can be read by the computer. By executing this program on a computer, the above processing can be realized on the computer. Computer-readable recording media include magnetic recording devices and semiconductor memories. When distributing to the market, the program is stored and distributed in a portable recording medium such as a CD-ROM (Compact Disk Read Only Memory) or a flexible disk, or stored in a storage device of a computer connected via a network. You can also transfer it to another computer over the network. When executing on a computer, the program is stored in a hard disk device in the computer, loaded into the main memory, and executed.

The present invention is not limited to the specifically disclosed examples, and various modifications and modifications can be made without departing from the scope of claims.

The present invention may have a configuration as described in the appendix below. The first terminal described below corresponds to the PC terminal 3 in the above processing example, and the second terminal corresponds to the mobile terminal 2.

(Appendix 1) A program for causing the server computer to authenticate a home operator, which has a function of accepting a temporary login request from the first terminal and unique data for authentication in the first terminal. The formal login of the first terminal is permitted by the function of transmitting the data and the data received from the second terminal being the same as or having the same data as the unique data for authentication. A home operator authentication program for the function of sending notifications to that effect. (Appendix 2) A program for causing the terminal computer to authenticate a home operator, which is a function of receiving the authentication unique data to the terminal computer via data communication means and operated by the computer by a legitimate home operator. A home operator authentication terminal program for functioning the function of authenticating the person being performed and the function of transmitting the unique data for authentication and the result of the person authentication to the server computer. (Appendix 3) The home operator authentication terminal program described in Appendix 2, wherein the personal authentication is performed by biometric authentication. (Appendix 4) This is a method for the server computer to authenticate the home operator, and the server computer has a step of accepting a temporary login request from the first terminal and a step of transmitting authentication unique data to the first terminal. And, if the data received from the second terminal is the same as or has the same data as the unique data for authentication, the formal login of the first terminal is permitted to that effect. A home operator authentication method characterized by having a step of sending a notification of. (Appendix 5) A method for the terminal computer to authenticate a home operator, wherein the terminal computer receives a unique data for authentication via an input / output means, and the terminal computer is a legitimate home operator. A home operator authentication method comprising a step of authenticating the person being operated and a step of transmitting the authentication unique data and the result of the personal authentication to a server computer. (Appendix 6) A device for authenticating a home operator, which is a means for accepting a temporary login request from the first terminal. The means for transmitting the authentication unique data to the first terminal and the data received from the second terminal are the same as or the same as the authentication unique data. A home operator authentication device comprising a means for permitting formal login of a first terminal and transmitting a notification to that effect. (Appendix 7) A terminal device for authenticating a home operator, which means that a means for receiving authentication unique data via a data communication means and that the terminal device is operated by a legitimate home operator. A home operator authentication terminal device comprising a means for authenticating, a means for transmitting the authentication unique data and the result of the personal authentication to a server computer. (Appendix 8) The home operator authentication terminal device according to Appendix 7, wherein the personal authentication is performed by biometric authentication.

<figref num="1">It is a block diagram for realizing this invention.</figref><figref num="2">An example of the operator DB is illustrated.</figref><figref num="3">It is a flowchart explaining the content of integrated processing of a home operator authentication program, a home operator authentication terminal program, and a home operator terminal program.</figref>

Code description

1 Server 11 Home operator authentication program 12 Operator DB 13 PBX 14 ACD 2 Mobile terminal 21 Voice call unit 22 Home operator authentication terminal program 23 Authentication data 3 PC terminal 31 Home operator terminal program 32 Customer information display unit