Information providing apparatus

The present invention relates to an information providing device using a multimedia terminal including VoIP (Voice over IP).

In recent years, call centers that respond to various inquiries by telephone in services provided by companies have become widespread. In a call center, outgoing calls from users may be concentrated, and various techniques have been proposed so far in order to avoid the concentration of outgoing calls (see, for example, Patent Documents 1, 2 and 3). ..<patcit num="1"><text>Japanese Unexamined Patent Publication No. 2004-297612</text></patcit><patcit num="2"><text>Japanese Unexamined Patent Publication No. 2003-143301</text></patcit><patcit num="3"><text>Japanese Unexamined Patent Publication No. 2002-368897</text></patcit>

<p> However, in the past, users who make a call to a call center or the like do not know the congestion status of the operator in advance, so they try to make a call and confirm whether or not the connection is possible by a BT sound or guidance, and the operator is crowded. If so, there was a problem that it was necessary to keep waiting with the phone connected without knowing when it would be until the turn came.</p><p> In addition, when the call is made again, it is necessary to wait again at the end of the waiting order, which causes dissatisfaction on the user side. On the other hand, the company that operates the call center also has a problem that if the number of calls is concentrated and exceeds the allowable number, new calls cannot be accepted and the access opportunity from the user is missed.</p><p> The present invention has been made in consideration of such circumstances, and an object of the present invention is to provide an information providing device capable of improving the convenience of a user who makes a call to a call center or the like.</p>

<p> In order to solve the above-mentioned problems, the present invention is an information providing device that provides services to users from a plurality of operators, and is a group management means that divides the plurality of operators according to purpose and manages them in group units. , The degree of congestion regarding service provision is determined for each group managed by the group management means based on the operator status acquisition means for acquiring the status of the plurality of operators and the operator status acquired by the operator status acquisition means. The congestion degree acquisition means to be acquired and the information presenting means for presenting the congestion degree acquired by the congestion degree acquisition means to the user terminal used by the user for each group managed by the group management means are provided. It is characterized by doing.</p><p> The present invention is characterized in that, in the above invention, the group management means allocates the plurality of operators to a plurality of groups according to the necessity or urgency of the user.</p><p> In the above invention, in the above invention, one of the operators is in a free state based on the free waiting registration means for registering the user who should preferentially provide the service and the operator status acquired by the operator status acquisition means. It is characterized in that the waiting user notification means for notifying the operator who has become vacant is provided so as to notify the user registered by the vacant waiting registration means when it is determined that the vacancy has occurred.</p><p> In the above invention, the present invention includes a waiting time calculation means for calculating a waiting time until any operator becomes vacant based on statistical information including a congestion degree acquired by the congestion degree acquisition means. It is characterized by including a waiting time notification means for notifying a user in a waiting state of the waiting time calculated by the waiting time calculating means.</p><p> The present invention is characterized in that, in the above invention, the participation requesting means for requesting the operator terminal of the operator in the standby state to participate in the service providing business among the plurality of operators is provided.</p><p> The present invention includes, in the above invention, a determining means for determining whether or not the operator who made the participation request can participate in response to the participation request by the participation requesting means, and the participation requesting means participates by the determining means. If it is determined not to do so, a participation request is made to the operator terminal of the next candidate operator.</p>

<p> According to the present invention, a plurality of operators are divided according to purpose by the group management means and managed in group units, the status of a plurality of operators is acquired by the operator status acquisition means, and the operator status is determined by the congestion degree acquisition means. Based on this, the degree of congestion related to service provision is acquired for each group, and the degree of congestion is presented to the user terminal used by the user for each group by the information presenting means. Therefore, since it is possible to make a call after confirming the congestion status in advance, it is possible to eliminate the dissatisfaction of the user who has to wait forever even if the call is made, and the convenience of the user who makes a call to the call center etc. is improved. The advantage of being able to do so is obtained.</p><p> Further, according to the present invention, a plurality of operators are assigned to a plurality of groups according to the necessity or urgency of the user by the group management means. Therefore, since the congestion status can be confirmed for each group according to the user's necessity or urgency, there is an advantage that the convenience of the user who makes a call to the call center or the like can be improved.</p><p> Further, according to the present invention, the waiting user registration means registers a user who should preferentially provide a service, and the waiting user notification means determines that one of the operators is in a free state based on the operator's situation. If so, notify the vacant operator to notify the registered user. Therefore, by having the user register for free waiting at the time of congestion, it is possible to avoid peaks and increase the usage rate for the company operating the call center, and also improve the convenience of the user who makes a call to the call center or the like. The advantage of being able to do so is obtained.</p><p> Further, according to the present invention, the waiting time calculation means calculates the waiting time until any operator becomes free based on the statistical information including the congestion degree acquired by the congestion degree acquisition means, and waits. The time notification means notifies the waiting user of the waiting time. Therefore, even in the waiting state, it is possible to know how long to wait, which is an advantage that the user's dissatisfaction can be resolved.</p><p> Further, according to the present invention, the participation requesting means requests the operator terminal of the operator in the standby state among the plurality of operators to participate in the service providing business. Therefore, there is an advantage that the required number of operators can be secured in a short time and it can be flexibly dealt with according to the congestion situation.</p><p> Further, according to the present invention, the determination means determines whether or not the operator can participate in the participation request, and if it is determined that the operator does not participate, the participation request means requests the operator terminal of the next candidate operator to participate. .. Therefore, there is an advantage that the required number of operators can be secured in a short time and it can be flexibly dealt with according to the congestion situation.</p>

Hereinafter, a call center system according to an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a call center system according to an embodiment of the present invention. In the figure, the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n have a presence function (PUA (Presence User Agent) function) for detecting the state of the operator and text. It is equipped with a messenger application that has an instant messenger function (IM (Instant Messenger) function) that communicates with information such as, and a function (SIP (Session Initiation Protocol) function) that performs voice communication via the Internet etc. by VoIP function. It is a terminal.

The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n are used by operators who directly provide various services to users. When the operator starts the messenger application of the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n, the PUA function, IM function, SIP function, etc. of the messenger application are used to enable the Internet. The current operator status is notified to the server device (call center) 4 via a communication line such as 6.

Here, the operator status includes a standby state in which the operator is temporarily out of business due to a service being provided (during service) to the user by the messenger application, a vacant state, or a break. Information indicating the state and the like. The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n notify the server device 4 of the current operator status. More specifically, the messenger application performs a predetermined operation (such as clicking the connection button) when the operator answers a telephone call from the user, and a predetermined operation (disconnect) when the response is completed. When a predetermined operation (such as clicking a button) or a predetermined operation to enter a break (such as clicking a break button) is detected, the server device 4 is notified of the operator status corresponding to the operation.

The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n are grouped according to the service type provided to the user. Here, as the service type, a free call charge free service (for example, a toll-free number (registered trademark)) in which the user does not bear the charge according to the necessity or urgency of the service, and the user charges the call charge. It is assumed that there is a type of service that bears the call charge, and a type of information charge service (for example, Navi Dial (registered trademark)) in which the user bears the charge for value-added information in addition to the call charge.

In the illustrated example, operator terminals 1-1 to 1-n belong to one group (for example, free call charge free service), and operator terminals 2-1 to 2-n belong to another group (for example, call charge). It belongs to the burden service), and the operator terminals 3-1 to 3-n belong to another group (for example, the information amount billing service). Since the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n can make a call by using the SIP function of the messenger application, the location of the terminal and the operator is It is not fixed, for example, the operator can respond at home. Further, in order for the user to enjoy each service, it is sufficient to call the representative telephone number set for the service, and the congestion status of the operator provided to the user described later can be determined for each of the above services. Congestion status and representative phone number are included.

Next, the server device (call center) 4 is connected to the Internet 6 and is operated by a company or the like that provides a call center service. The server device 4 acquires the operator status using the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n in real time, and determines the congestion status of the operator (operator terminal). It manages and presents the congestion status of the operator and the representative telephone number to the user terminal 5 on the WEB. Further, the server device 4 changes the user terminal 5 to the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n in response to a request from the user using the user terminal 5. It provides various services such as connecting, registering a waiting time in response to a request from a user, and presenting a waiting time to a user terminal 5. The detailed configuration of the server device 4 will be described later.

The user terminal 5 connects to the Internet 6 and has a WEB browser function for browsing the operator's connection destination (telephone number), operator congestion status, etc. on the WEB provided by the server device 4, and to the browsing operator's connection destination. It is equipped with a call function (for example, a configuration including software including a SIP function and hardware such as a microphone and headphones) for making a line connection and a call with an operator.

Next, FIG. 2 is a block diagram showing the configuration of the server device (call center) described above. In the figure, the server device 4 is largely composed of a PA function unit 7, a PUA function unit 8, and a WEB function unit 9. The PA function unit 7 consists of a communication unit 7-1, an operator status processing unit 7-2, and an operator status information DB (database) 7-3. The communication unit 7-1 includes messages from operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n, and the PUA function unit 8, which will be described later, via the Internet 6. While receiving messages to be sent to acquire the operator status, messages to operator terminals 1-1 to 1-n, 2-1 to 2-n, 3-1 to 3-n, and PUA function unit 8 Send a message to. The operator status processing unit 7-2 transmits in real time each time the PUA functions of the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n detect. According to the situation, the operator status information DB7-3 holds information indicating whether each operator is in the responding state, the free state, or the standby state.

Next, the PUA function unit 8 includes a communication unit 8-1, a congestion status processing unit 8-2, an operator congestion information DB 8-3, a group information DB 8-4, a free waiting user processing unit 8-5, and a waiting time processing unit 8. -6, consists of user information DB8-7. The communication unit 8-1 describes the operator status from the PA function unit 7 and the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n via the PA function unit 7. While receiving messages from the PA function unit 7, it also sends and receives messages to and from the PA function unit 7 and sends browsing information to the WEB function unit 9.

The congestion status processing unit 8-2 calculates the operator congestion status for each group according to the operator status acquired from the PA function unit 7 and holds it in the operator congestion information DB 8-3, and the communication unit 8-1 uses the communication unit 8-1 to calculate the operator congestion status. , Send to WEB function unit 9 described later. The operator congestion information DB8-3 stores the operator status such as whether it is in the responding state, the vacant state, or the standby state for each operator (operator terminal). In addition, the group information DB8-4 stores group information including the group to which the operator belongs, the telephone number of the group, and the like.

In the vacant waiting user processing unit 8-5, when all the operators are in the service state and there is no vacant operator (group unit), the user information (telephone number, name, etc.) is in the order in which the vacant waiting registration is performed. And the desired group (service) are registered in the user information DB8-7, and when the operator becomes free, the operator terminals 1-1 to 1-n, 2-1 to 2-n, 3- Notify 1 to 3-n that there is a waiting user, and give priority to the corresponding user from the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n. The process of making a phone call and providing a service is performed.

The waiting time processing unit 8-6 statistically calculates how long the operator will be vacant for each group from the past history. The waiting time is, for example, notified by voice to the user who made a call when there is no vacancy, or displayed on a WEB page described later. The user information DB8-7 stores the user information (telephone number, name, etc.) of the user who has registered the waiting list, the telephone number of the desired group, and the like.

Next, the WEB function unit 9 includes a communication unit 9-1, a WEB processing unit 9-2, and a WEB information DB 9-3. The communication unit 9-1 receives the congestion status transmitted from the congestion status processing unit 8-2 of the PUA function unit 8 described above or receives access from the user terminal 5 via the Internet 6. The WEB processing unit 9-2 saves the received congestion status in the WEB information DB9-3 and provides the congestion status stored in the WEB information DB9-3 to the user terminal 5 who has accessed it on the WEB page. To do.

Next, the operation of the present embodiment described above will be described. In the following operations, the terminals used by the operators will be referred to as operator terminals 1-1 to 1-3, and will be described as A, B, and C, respectively, in order to simplify the explanation.

(Congestion information presentation process) First, the congestion information presentation process will be described. Here, FIG. 3 is a conceptual diagram for explaining the operation (congestion information presentation processing) of the call center system according to the present embodiment. The operator terminals 1-1 to 1-n are registered in the server device 4 in real time each time the operator detects an operator status such as whether the operator is in the responding state or in the vacant state. The server device 4 manages the operator status of these operators 1-1 to 1-n for each group (= service), and presents them together with the telephone number of the service destination on the WEB page 10. On the user terminal 5, it is possible to select whether to make a call after checking the congestion status of the call center on the WEB page 10, or not to make a call, or to make a call to a service that is available even if it is charged. ..

Next, the congestion information presentation process described above will be described in detail. Here, FIG. 4 is a sequence diagram for explaining the operation (congestion information presentation processing) of the call center system according to the present embodiment. First, the PUA function unit 8 uses SUBSCRIBE (A) for the PA function unit 7 in order to acquire the operator status of the operator terminals 1-1 (A), 1-2 (B), and 1-3 (C). ), SUBSCRIBE (B), SUBSCRIBE (C) (Sa1). As a result, the PA function unit 7 establishes a system for notifying the PUA function unit 8 of the operator status acquired from the operator terminals 1-1 (A), 1-2 (B), and 1-3 (C).

Next, on the operator terminals 1-1 to 1-3, the operator clicks the "connect button" of the SIP function of the messenger application started on the operator terminals 1-1 to 1-3, and all the operators are responding. (Sa2). The PUA function of the operator terminals 1-1 to 1-3 notifies the PA function unit 7 that the state is "in response" by REGISTER (A), REGISTER (B), and REGISTER (C) ( Sa3). Instead of REGISTER, PUBLISH, which is a method used for updating presence information, may be used.

When the PA function unit 7 receives REGISTER (A), REGISTER (B), and REGISTER (C) from the PUA functions of the operator terminals 1-1 to 1-3, the operator status processing unit 7-2 uses the operator status information DB7. Record in -3 that all of the operator terminals 1-1 to 1-3 are in the process of responding (Sa4). Next, the PA function unit 7 informs the PUA function unit 8 of NOTIFY (A), (B), and (C) indicating that all of the operator terminals 1-1 to 1-3 are in the responding state. Notify (Sa5).

When the PUA function unit 8 receives NOTIFY (A), (B), (C) indicating that all of the operator terminals 1-1 to 1-3 are in the responding state, the congestion status processing unit 8-2 causes the congestion status processing unit 8 to receive the notification. , The operator congestion status (in this case, all are being handled = no vacancy) is saved in the operator congestion information DB8-3 (Sa6). Next, the PUA function unit 8 uploads the congestion status of the operator to the WEB function unit 9 (Sa7). In the WEB function unit 9, the WEB processing unit 9-2 saves the WEB page in which all the members are responding (no space) in the WEB information DB9-3 according to the congestion situation of the operator (Sa8).

On the other hand, in order to enjoy the service of the call center, the user accesses the server device 4 by the WEB browser of the user terminal 5 in order to browse the telephone number for enjoying the service and the congestion status thereof. That is, the user terminal 5 accesses the WEB function unit 9 of the server device 4 by the WEB browser (Sa9). At this time, since the operator's congestion status is "all responding = no vacancy" on the user terminal 5, the WEB page 20 as shown in the figure is displayed. In the illustrated example, the telephone number of each service, whether the service is free or paid, and "black circle" indicates that "all are available = no vacancy". By looking at the WEB page 20, the user can recognize at a glance that all the services are currently in the service state, and even if the desired service is called, the service is not immediately serviced, that is, the user is kept waiting.

On the other hand, at the operator terminal 1-1 (A), the response by the operator is completed, and the "disconnect button" of the SIP function of the messenger application started at the operator terminal 1-1 (A) is clicked to shift to the free state. Then (Sa10), the PUA function of the operator terminal 1-1 (A) notifies the PA function unit 7 of REGISTER (A) indicating that the state has shifted to the free state (Sa11).

When the PA function unit 7 receives REGISTER (A) from the operator terminal 1-1 (A), the operator status processing unit 7-2 frees the operator terminal 1-1 (A) in the operator status information DB7-3. Record as a state (Sa12). Next, the PA function unit 7 notifies the PUA function unit 8 of NOTIFY (A) indicating that the operator terminal 1-1 (A) is in a free state (Sa13).

When the PUA function unit 8 receives NOTIFY (A) indicating that the operator terminal 1-1 (A) is in an empty state, the congestion status processing unit 8-2 causes the operator's congestion status (in this case, the operator terminal 1). -1 (A) = free) is saved in the operator congestion information DB8-3 (Sa14). Next, the PUA function unit 8 uploads the congestion status of the operator (operator terminal 1-1 (A) = free) to the WEB function unit 9 (Sa15). In the WEB function unit 9, the WEB processing unit 9-2 saves a WEB page indicating that the operator terminal 1-1 (A) is vacant and the others are in the process of being handled in the WEB information DB 9-3 according to the congestion status of the operator. (Sa16).

In this situation, when the user accesses the server device 4 with the WEB browser of the user terminal 5 in order to view the telephone number for enjoying the service and the congestion status in order to enjoy the service of the call center (Sa17). , Since the operator terminal 1-1 (A) is empty (it is assumed that the operator terminal 1-1 belongs to the "Navi Dial (registered trademark)" group), the WEB page 21 as shown is It will be displayed. In the illustrated example, the navigation dial becomes a "white circle", indicating that "there is a vacancy". From the WEB page 21, the user can recognize at a glance that there is a vacancy in the Navi Dial (registered trademark) service and there is no other vacancy.

(Free wait registration process) Next, the free wait registration process will be described. Here, FIG. 5 is a conceptual diagram for explaining the operation (free wait registration process) of the call center system according to the present embodiment. As described above, the user can recognize at a glance the congestion status of the desired service from the WEB page provided by the WEB function unit 9 of the server device 4. Here, when there is no vacancy in the desired service, the vacancy waiting registration can be performed so that the operator of the service can receive a call when the service becomes vacant.

First, when the user confirms that the desired service is full, the illustrated WEB page 11 for free waiting registration is displayed, the check box of the desired service is checked (click with the mouse), and the waiting registration is performed. Instruct. In the user terminal 5, the free wait registration is transmitted to the server device 4. When the server device 4 receives the free waiting registration, it sends a call notification to the operator terminal 1-1 that has moved to the free state. The operator terminal 1-1 calls the user terminal 5 of the user who has been registered as waiting for free according to the call notification. By registering for availability, the user receives a call from the call center (operator) side, so it is not necessary to check on the WEB page whether or not the call center (operator) has become available.

Next, the above-mentioned free waiting registration process will be described in detail. Here, FIG. 6 is a sequence diagram for explaining the operation (free wait registration process) of the call center system according to the present embodiment. In the operator terminals 1-1 to 1-3, the operator clicks the "connect button" of the SIP function of the messenger application started in the operator terminals 1-1 to 1-3, and all the operators are responding. Suppose (Sb1). Therefore, in the WEB function unit 9, the WEB processing unit 9-2 saves the WEB page in which all the members are responding (no space) in the WEB information DB9-3 according to the congestion situation of the operator (Sb2). Therefore, on the user terminal 5, when the WEB function unit 9 of the server device 4 is accessed by the WEB browser (Sb3), the operator's congestion status is "all responding = no space" on the WEB page 22 as shown in the figure. It will be displayed.

Therefore, the user terminal 5 displays the illustrated WEB page 23 for free waiting registration, checks the check box of the desired service by operating and clicking the mouse or the like, and instructs the free waiting registration (Sb4). ). In the illustrated example, "Toll-free number (registered trademark)" is checked to perform vacancy waiting registration. When the WEB function unit 9 accepts the free waiting registration from the user terminal 5, it notifies the PUA function unit 8 (Sb5). In the PUA function unit 8, the user information (telephone number, name, etc.) of the user who has registered the waiting time and the desired group information (service) are registered in the user information DB 8-7 by the waiting user processing unit 8-5. (Sb5).

Then, at the operator terminal 1-1 (A), the response by the operator is completed, and the "disconnect button" of the SIP function of the messenger application started at the operator terminal 1-1 (A) is clicked to shift to a free state. Then (Sb6), the PUA function of the operator terminal 1-1 (A) notifies the PA function unit 7 of REGISTER (A) indicating that the state has shifted to the free state (Sb7).

When the PA function unit 7 receives REGISTER (A) from the operator terminal 1-1 (A), NOTIFY (A) indicates to the PUA function unit 8 that the operator terminal 1-1 (A) is in an empty state. ) Is notified (Sb8). The PUA function unit 8 acquires the user information (telephone number, name, etc.) of the user who has registered for free waiting from the user information DB 8-7 and the desired group information (service) (Sb9), and then enters the PA function unit 7. Send MESSAGE (vacancy notification) to it (Sb10). On the other hand, the PA function unit 7 transmits a MESSAGE (vacancy notification) to the user terminal 5 (Sb11). As a result, the user terminal 5 receives information indicating that the operator has become vacant and notifies the user, so that the user terminal 5 also notifies that a call is received from the call center (operator) side. (Call back notification).

In the PUA function unit 8, when the user information (telephone number, name, etc.) of the user who has registered for free waiting and the desired group information (service) are acquired from the user information DB8-7 in the above Sb9, the PUA function unit 8 becomes empty. A MESSAGE (waiting user notification) is sent to the operator terminal 1-1 (A) to notify that there is a waiting user (Sb12). When the operator terminal 1-1 receives the MESSAGE (waiting user notification), it returns a message of 200 OK (arrival OK) (Sb13). Next, the IM function of the operator terminal 1-1 displays a screen for notifying the operator by the above MESSAGE (waiting user notification). When the operator selects to make a call on the screen, the SIP function of the operator terminal 1-1 identifies the user terminal 5 that has been registered as free by the calling number included in the MESSAGE (waiting user notification). Send INVITE (call) to user terminal 5 and make a call to user terminal (Sb14). By registering for availability, the user receives a call from the call center (operator) side, so it is not necessary to check on the WEB page whether or not the call center (operator) has become available.

(New operator addition process) Next, the new operator addition process will be described. Here, FIG. 7 is a conceptual diagram for explaining the operation (new operator addition processing) of the call center system according to the present embodiment. Here, when the congestion status of the operator terminals belonging to a certain group satisfies a certain condition, for example, when the threshold value is exceeded for a certain period of time, that is, all are in the responding state, and the state shifts to a vacant state and is newly renewed. When it is not possible to respond to the user, it is possible to request participation from an operator in a standby state (for example, an operator in a state outside the shift time or an operator in a break state).

First, the server device 4 determines whether the congestion status of the operator terminals belonging to a certain group exceeds a predetermined threshold value (utilization rate) for a certain period of time, and if it exceeds a certain time, for example, increases two operators. Therefore, a participation request is sent to the operator terminals 1-8 of the standby operator. Then, in the operator terminals 1-8, when the operator approves the participation in response to the participation request, the server device 4 registers the operator terminals 1-8 in a vacant state. Further, for example, when there is no response within a predetermined time even if the participation request is made, as in the case of the operator terminals 1-9, the participation request is transmitted to the next operator terminals 1-10 and the participation request is responded to. Then, when the participation is approved, the operator terminals 1-10 are registered in a vacant state.

Next, the above-mentioned new operator addition process will be described in detail. Here, FIG. 8 is a sequence diagram for explaining the operation (new operator addition processing) of the call center system according to the present embodiment. In the operator terminals 1-1 to 1-3, the operator clicks the "connect button" of the SIP function of the messenger application started in the operator terminals 1-1 to 1-3, and all the operators are responding. (Sc1). In this state, the PUA function unit 8 determines whether the congestion status (utilization rate) exceeds the threshold value for a certain period of time (Sc2), and if the threshold value is exceeded for a certain period of time, requests the participation of one person. Therefore, MESSAGE (participation request) is sent to PA function unit 7 (Sc4). The PA function unit 7 transmits the MESSAGE (participation request) to the operator terminals 1-9 currently in the standby state (Sc5). When the operator terminals 1-9 receive the MESSAGE (participation request), they return a 200 OK (arrival OK) message (Sc6). Next, on the operator terminals 1-9, information indicating that MESSAGE (participation request) has been received is displayed on the screen by the IM function. In this case, it is assumed that the operators of the operator terminals 1-9 do not respond because they are not present and cannot participate, or even if they are present, they cannot participate due to circumstances.

Since the PUA function unit 8 of the server device 4 does not receive a MESSAGE (participation OK) response from the operator terminals 1-9, it is determined that participation is not possible and a request is made to the next candidate (Sc7). That is, the MESSAGE (participation request) is transmitted to the PA function unit 7 again (Sc8). The PA function unit 7 transmits the MESSAGE (participation request) to the operator terminals 1-8 currently in the standby state (Sc9). When the operator terminal 1-8 receives the MESSAGE (participation request), it returns a message of 200 OK (arrival OK) (Sc10). Next, on the operator terminals 1-8, information indicating that MESSAGE (participation request) has been received is displayed on the screen by the IM function.

On the other hand, when the operator of the operator terminal 1-8 responds to the information indicating that the MESSAGE (participation request) displayed by the IM function has been received, the operator terminal 1-8 responds to the MESSAGE (opening / participation OK). ) Is returned to the server device 4 (Sc11). When the PUA function unit 8 of the server device 4 receives the MESSAGE (opening / participation OK) from the operator terminals 1-8, 200 OK (participation confirmation) for participation confirmation is sent to the operator terminal 1 via the PA function unit 7. Send to -8 (Sc12). Then, the operator terminals 1-8 are incorporated into the same group as the operator terminals 1-1 to 1-3 (Sc13).

At this time, if the user has registered for waiting for availability, MESSAGE (notification of availability) is transmitted to PA function unit 7 (Sc14). On the other hand, the PA function unit 7 transmits MESSAGE (vacancy notification) to the user terminal 5 (Sc15). As a result, on the user terminal 5, it is possible to know that the operator has become free. This also serves as a notification that a call is coming from the call center (operator) side (call back notification).

Next, the PUA function unit 8 transmits a MESSAGE (waiting user notification) notifying that there is a waiting user to the operator terminals 1-8 that have become free (Sc16). When the operator terminals 1-8 receive the MESSAGE (waiting user notification), they return a 200 OK (arrival OK) message (Sc17). Next, in the operator terminals 1-9, the user terminal 5 that has been registered as free is specified from the above MESSAGE (waiting user notification), an INVITE (call) is transmitted to the user terminal 5, and a call is made to the user terminal. (Sc18).

According to the above-described embodiment, since it is possible to make a call after confirming the congestion situation in advance, it is possible to eliminate the dissatisfaction of the user who has to wait forever even if the call is made. In addition, the company operating the call center can avoid the peak and increase the utilization rate by having the user register (register for waiting for availability) at the time of congestion.

In addition, by presenting the congestion status on the WEB page, it can be confirmed on a personal computer, a mobile phone, or the like, so that the convenience of browsing can be improved. Also, unlike in the past, operators do not have to be gathered in the same place, and operators can be organized location-free.

In addition, when the congestion situation continues for a long time, the congestion situation can be resolved promptly by efficiently requesting the operators who are currently in the standby state to participate.

Also, unlike an email whose message content cannot be confirmed unless the recipient receives it and opens it, the instant message determines whether or not to participate by checking whether or not the instant message has responded to the request for participation to the operator, and cannot participate. If it is determined, the participation request can be made to the next candidate operator, so that the required number of personnel can be secured in a short time. In addition, as an additional effect, the attendance status of operators can be statistically aggregated, and the call center can be reviewed, such as changing the number of people.

Further, the PUA function, the IM function, and the WEB browser function in the user terminal may be performed by a terminal such as a personal computer, and the SIP function may be performed by separate devices such as by a telephone.

Further, the PA function, the PUA function, and the WEB function in the server device may be separate devices.

Further, the processing of Sb10 and Sb11 in FIG. 6 and the processing of Sc14 and Sc15 in FIG. 8 need only be performed when the user desires a call back notification, and may not be an indispensable configuration.

Further, in the above-described embodiment, the vacant state, the responding state, and the like may be displayed on the WEB page by using the detailed status information of the operator, or the user who has registered for vacancy may be displayed. You may notify individually.

The operator's situation may be instructed by selecting a predetermined button displayed on the screen when the operator performs each process, or the PUA function of the operator terminal can be used for key operation of the operator terminal or communication line. The established state of the above may be detected to determine the responding state, the free state, and the waiting state. For example, "no communication line established and no key operation" is determined to be free, and "communication line not established and key operation is available" or "communication line established" is being answered or free. The operator's situation can be determined by determining that the state of continuation for a certain period of time is a standby state. Furthermore, by acquiring the detailed operator status based on the status of these operators, for example, when the transition from the responding state to the vacant state occurs, the operator needs time for post-processing such as input. , It is possible to perform detailed control of the waiting time such as continuing the reception state for a certain period of time, and it is possible to present a more accurate waiting time to the user.

Further, when the user terminal has a PUA function and is connected to the PA function unit of the server device, the presence status of the user can be grasped on the server device side or the operator terminal side, so that the operator When calling a user terminal from a terminal, after confirming the existence of the user, a predetermined button displayed on the screen may be selected to make the call. As a result, it is possible to prevent unnecessary calling when the user is not in front of the terminal.

Further, when the user performs the free waiting registration, the time when the user can respond (the time when the user terminal is used) is also registered, and the operator may refer to it.

In addition to the above service types, the above-mentioned operators may be grouped by a specific specialized field or technical field that the operator can handle. In addition, when the user performs waiting registration, a check box for each inquiry field is provided on the WEB page to compare the selected field with the operator's specialized field or technical field registered in advance in the server device. Then, the user may be guided to an appropriate operator.

Further, in the above-described embodiment, the process of newly requesting the operator to participate has been described, but conversely, when the number of operators is too large, the operator is excluded from the participation state or assigned to another group. May be good.

Further, in the above-described embodiment, the series of processing processes by the server device 4 and the like described above are stored in a computer-readable recording medium in the form of a program, and the computer reads and executes this program. , The above processing is performed. That is, in each processing means and processing unit in the server device 4, etc., the central processing unit such as the CPU reads the above program into the main storage device such as ROM or RAM, and executes information processing / calculation processing. , Will be realized.

Here, the computer-readable recording medium refers to a magnetic disk, a magneto-optical disk, a CD-ROM, a DVD-ROM, a semiconductor memory, or the like. Further, this computer program may be distributed to a computer via a communication line, and the computer receiving the distribution may execute the program.

<figref num="1">It is a block diagram which shows the structure of the call center system by embodiment of this invention.</figref><figref num="2">It is a block diagram which shows the structure of a server device (call center).</figref><figref num="3">It is a conceptual diagram for demonstrating the operation (congestion information presentation processing) of a call center system by this Embodiment.</figref><figref num="4">It is a sequence diagram for demonstrating the operation (congestion information presentation processing) of the call center system by this Embodiment.</figref><figref num="5">It is a conceptual diagram for demonstrating the operation (vacancy waiting registration processing) of a call center system by this Embodiment.</figref><figref num="6">It is a sequence diagram for demonstrating the operation (vacancy waiting registration processing) of a call center system by this Embodiment.</figref><figref num="7">It is a conceptual diagram for demonstrating the operation (new operator addition processing) of a call center system by this Embodiment.</figref><figref num="8">It is a sequence diagram for demonstrating the operation (new operator addition processing) of a call center system by this Embodiment.</figref>

Code description

1-1 ~ 1-n, 2-1 ~ 2-n, 3-1 ~ 3-n Operator terminal 4 Server device 5 User terminal 6 Internet 7 PA function unit (operator status acquisition means) 7-1 Communication unit 7- 2 Operator status processing unit (operator status acquisition means) 7-3 Operator status information DB 8 PUA function unit (group management means, congestion degree acquisition means, judgment means) 8-1 Communication unit 8-2 Congestion status processing unit (group management) Means, congestion degree acquisition means) 8-3 Operator congestion information DB 8-4 Group information DB (group management means) 8-5 Waiting for free user processing unit (registration means, user notification means) 8-6 Waiting time processing unit (waiting) Time calculation means, waiting time notification means) 8-7 User information DB 9 WEB function department (information presentation means) 9-1 Communication department 9-2 WEB processing department (information presentation means) 9-3 WEB information DB