Call center system and program

As a call center system and a call center system that transfers an incoming call received via a public network to one of the business terminals having a call function and forms a call channel between the source of the incoming call and the business terminal. Regarding programs to make a computer work.

In the past, operators who responded to product inquiries were present at the call center and were in charge of reception. However, in recent years, 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 has been increasing.

In Patent Document 1, it is possible to freely and automatically select a terminal device for a home agent and a terminal device for a resident agent and control the connection with a customer's terminal device by using the Internet and an IP telephone network. The call center system is disclosed.

In Patent Document 2, in a home-based call center, a server computer is operated from a first terminal operated by a home-based operator for the purpose of preventing reference by a person other than a legitimate home-based operator and ensuring security. The temporary login request is accepted, the authentication unique data is sent to the first terminal, and the data received from the second terminal owned by the home operator is the same data as the authentication unique data. The technology for permitting the formal login of the first terminal is disclosed because the data has the same identity.<patcit num="1"><text>Japanese Unexamined Patent Publication No. 2007-281649</text></patcit><patcit num="2"><text>Japanese Unexamined Patent Publication No. 2007-58742</text></patcit>

<p> However, the operation of a call center by a home-based operator tends to impose a heavier burden on management work such as staffing and grasping the working status, as compared with the case where the operator is present at the call center.</p><p> An object of the present invention is to provide a system capable of reducing the burden of management work such as staffing and grasping working conditions even when a call center is operated by using a home receptionist.</p>

<p> The call center system according to the present invention registers a business terminal assigned to each receptionist who is in charge of receiving business for incoming calls from a sender received via a public network within a predetermined business period. A business terminal that has a storage means and is one of the business terminals registered as a receptionist within the business period at the time of the incoming call when a call from the sender is received via the public network. Is selected from the business terminal storage means, and the incoming call from the source is transferred to the selected business terminal, thereby between the source and the selected business terminal. It is a call center system configured to form a call channel, and a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period can perform reception work during the predetermined business period. In the reserved business terminal registration means for registering the business terminal as a reserved business terminal in the predetermined business period in the business terminal storage means when an input is received, and in the current business period registered in the business terminal storage means. A business that requests a business start from a request terminal selection means that accepts the selection of a reservation business terminal that newly requests the reception business from the reservation business terminals and a reservation business terminal that is accepted by the request terminal selection means. In response to the start request means and the business availability notification from the selected business reservation terminal in response to the business start request, the selected business reservation terminal is used as the receptionist in the current business period. It is characterized by including an additional registration receiving means newly registered in the business terminal storage means.</p><p> According to the call center system according to the present invention, when a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period inputs that reception work is possible during the predetermined business period. , The business terminal is registered in the business terminal storage means as a reservation business terminal in the predetermined business period, and new reception work is performed from the reservation business terminals in the current business period registered in the business terminal storage means. Accepted the selection of the reserved business terminal to be requested, made a business start request to the accepted reservation business terminal, and received a business availability notification from the selected business reservation terminal in response to the business start request. Correspondingly, the selected business reservation terminal is newly registered in the business terminal storage means as a receptionist in the current business period. Thereby, for example, when it is difficult to process the incoming call only by the business terminal registered as the receptionist in the current business period, a new business terminal can be quickly added.</p><p> In one aspect of the call center system according to the present invention, each business terminal has a camera unit that captures the surroundings of each business terminal, and each business terminal in charge of reception indicates an operation content by the reception staff of each business terminal. The operation information acquisition means for acquiring information, the response rate acquisition means for acquiring the response rate to the incoming call of each business terminal in charge of each receptionist, the response rate is lower than the predetermined reference response rate, and the operation It is characterized by comprising an imaging instruction means for instructing a business terminal whose information does not include a predetermined reference operation content to start imaging by a camera unit.</p><p> According to one aspect of the call center system according to the present invention, a camera is used for a business terminal whose response rate is lower than a predetermined reference response rate and whose operation information does not include a predetermined reference operation content. Instruct the unit to start imaging. By limiting the imaging by the camera unit to the minimum necessary in this way, for example, even when the business terminal is installed at the home receptionist's house, it is possible to give consideration to privacy as compared with the case of constantly monitoring with the camera. it can.</p><p> In one aspect of the call center system according to the present invention, the selection of a business terminal excluding the registration as a receptionist in the business terminal storage means is accepted and accepted from the business terminals that are performing imaging by the camera unit. It is characterized by providing a receptionist management means for invalidating the registration of the business terminal to be excluded as a receptionist.</p><p> According to the call center system according to the present invention, the business terminal selected from the business terminals that are performing imaging by the camera unit is excluded from the receptionist of the business shift. Therefore, for example, the administrator can remove the business terminal from the business after confirming the business terminal in charge of reception whose working state is not appropriate based on the image pickup result of the camera unit.</p><p> The program according to the present invention is a business of registering a business terminal assigned to each receptionist who is in charge of receiving a call from a sender received via a public network within a predetermined business period. It has a terminal storage means, and when it receives an incoming call from the sender via the public network, one of the business terminals registered as a receptionist within the business period at the time of the incoming call is used. By selecting from the business terminal storage means and transferring the incoming call from the source to the selected business terminal, a call is made between the source and the selected business terminal. A program for operating a computer as a call center system configured to form a channel, from a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period, to the predetermined business period. When there is an input that reception work is possible in, the reservation business terminal registration means for registering the business terminal as a reservation business terminal for the predetermined business period in the business terminal storage means and the reservation business terminal registration means registered in the business terminal storage means. For the request terminal selection means that accepts the selection of the reservation business terminal that newly requests the reception business from the reservation business terminals in the current business period, and the reservation business terminal that is accepted by the request terminal selection means. In response to the business start request means for making a business start request and the business availability notification from the selected business reservation terminal in response to the business start request, the selected business reservation terminal is currently used. It is characterized in that the computer is made to function as an additional registration reception means newly registered in the business terminal storage means as a receptionist during the business period of the above.</p><p> According to the program according to the present invention, when a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period inputs that reception work is possible within the predetermined business period. The business terminal is registered in the business terminal storage means as a reserved business terminal in the predetermined business period, and a new reception business is requested from the reserved business terminals in the current business period registered in the business terminal storage means. Accepts the selection of the reservation business terminal to be performed, makes a business start request to the accepted reservation business terminal, and further receives a business availability notification from the selected business reservation terminal in response to the business start request. Correspondingly, the selected business reservation terminal is newly registered in the business terminal storage means as a receptionist in the current business period. Thereby, for example, when it is difficult to process the incoming call only by the business terminal registered as the receptionist in the current business period, a new business terminal can be quickly added.</p>

<p> According to the present invention, by registering a business terminal for business reservation in advance, for example, when it is difficult to process an incoming call only with the business terminal registered as a receptionist in the current business period, a new one can be quickly created. Business terminals can be added. In addition, by limiting the imaging by the camera unit to the minimum necessary, for example, even when the business terminal is installed at the home receptionist's house, privacy can be considered as compared with the case where the camera constantly monitors the image. .. Therefore, even when the call center is operated by using the home receptionist, it is possible to provide a system that can reduce the burden of management work such as staffing and grasping the working situation.</p>

The best mode for carrying out the present invention (hereinafter, referred to as "execution") will be described below with reference to the drawings.

FIG. 1 is a diagram showing a system configuration of a call center system according to the present embodiment.

In FIG. 1, a PBX (Private Branch eXchange) 100, a multifunction telephone 110, an ACD (Automatic Call Distributor) management device 120, and a business terminal 180 are installed in the call center 1, and each home receptionist's house 2 is used for business. Terminal 200 is placed.

The PBX100 is a so-called private branch exchange, and generally controls the connection between extension telephones (multifunctional telephones 110) and the connection with the public network 300. Here, an incoming call from the public network 300 from a customer is received by a receptionist who works at the call center 1 (hereinafter referred to as "center receptionist") or a receptionist who works at a remote location such as home (hereinafter, "" It has a function of connecting to the ACD management device 120 so as to connect to the "home receptionist" via the public network 310.

The ACD management device 120 is a device that appropriately distributes and connects an incoming call from a customer received via the PBX 100 to a center receptionist or a home receptionist. Here, the ACD management device 120 has a function of distributing the incoming call of the customer to the business terminal 180 used by the center receptionist or the business terminal 200 used by the home receptionist. In addition, the ACD management device 120 manages business shift data indicating the time schedule of each receptionist.

The business terminals 180 and 200 are terminals used by the receptionist when performing operator work, and each has a voice call function. For example, if the call center is a department that accepts inquiries about products of manufacturers that sell products, the receptionist operates business terminals 180,200 to access a database (not shown) that stores product information and necessary information. Refer to and deal with customers.

In the call center system configured as described above, by arranging a home receptionist, the working hours can be adjusted according to the convenience of the receptionist, or the installation space of the call center can be minimized, and the call center can be reached. There are merits such as cost reduction by eliminating the need for transportation expenses for each receptionist. However, on the other hand, if the working hours are adjusted according to the convenience of the receptionist, it may not be possible to secure the required number of people for the reception work. Therefore, if necessary, it may be preferable to be able to easily request the reception work from a home-based receptionist who is not on a working day in the original schedule.

Therefore, in the present embodiment, taking advantage of being at home, the home receptionist is asked to register the workable hours in advance for each predetermined work period (for example, in units of one day), and if necessary, the registration is performed. We will provide a system that allows home-based receptionists to request reception work based on the available work hours.

Further, when performing business at home, for example, it is difficult for the administrator to directly grasp the business status of each home receptionist. In order to grasp the business status, it is possible to check the business status of the home receptionist at all times with a surveillance camera, but since it is at home, constant monitoring may lack consideration for the privacy of the home receptionist. Conceivable.

Therefore, in the present embodiment, instead of constantly monitoring, the camera is activated only at an appropriate timing to provide a system that considers the privacy of the home receptionist.

Next, the home-use business terminal 200 according to the present embodiment will be described with reference to FIG. Although the explanation of the business terminal 180 is omitted for the sake of simplification of the explanation, the business terminal 180 may have the same configuration as the home-use business terminal 200.

FIG. 2 is a diagram showing a functional block of the home-based business terminal 200. In FIG. 2, the CPU 210 expands a basic control program such as a BIOS program stored in the ROM 212 into the RAM 214, controls each part via the bus 290, and performs terminal startup processing and the like. Further, the CPU 210 expands the program 240 stored in the storage device 230 into the RAM 214 to realize various functions.

The operation input unit 270 receives input of instructions from the receptionist via a mouse, keyboard, or the like. The display output unit 272 outputs various image data as video signals to the display. The camera unit 274 is a so-called surveillance camera, which takes an image of the surroundings of the business terminal 200 and transmits it to the ACD management device 120 in order to grasp the working status of the receptionist. The voice call unit 276 functions as a normal telephone. That is, the incoming call from the customer to the PBX 100 is distributed to each business terminal by the ACD management device 120, and the voice call unit of each business terminal forms a call channel with the customer. In this embodiment, an example in which a function for executing a business application and a call function are realized by one business terminal will be described. For example, the call function uses a normal telephone and has only other functions. May be realized on a business terminal.

The business application 241 is an application program used by the receptionist when performing operator business. For example, if the operator business is a product inquiry business at a manufacturer that sells products, the business application 241 is a tool that accesses a database that holds information about the product of the manufacturer and searches for information related to customer inquiries. Is.

When the logon control unit 242 receives a logon instruction from a receptionist of a prospective worker via the operation input unit 270, the logon information storage unit 250 receives connection destination information such as a call center telephone number and logon information such as user identification information. Read and make a logon request to the ACD management device 120 based on the logon information.

Further, the logon control unit 242 receives a logon reservation (business reservation) instruction from a receptionist who is not included in the scheduled work person, and makes a logon reservation request to the ACD management device 120.

The voice call control unit 243 controls the voice call unit 276 to form a call channel with the customer.

The business shift registration request unit 244 receives the input of business shift data from the home receptionist and transmits the input business shift data to the ACD management device 120. The business shift registration request unit 244 displays the business shift data registration screen as shown in FIG. 3 on the display output unit 272, and the receptionist inputs the business shift time for each workable day via the operation input unit 270. Accept. The registration screen shown in Fig. 3 has a field 100F for entering the workable date, a field 102F for entering the workable time on the workable day, a "reflect" button to be pressed when registering data, and a "reflect" button to be pressed when canceling registration. Includes field 104F, which incorporates operation buttons such as the "Cancel" button and the "End" button that is pressed when the registration process is completed.

The operation information collection unit 245 collects operation information indicating the operation contents of the business terminal by the receptionist and periodically transmits it to the ACD management device 120 in order to grasp the work status of the receptionist. The operation information is, for example, process information, network access destination information, and the like. The process information can be obtained from the OS (Operating System), which is the basic software of the business terminal 200. Process information includes, for example, the file name of the access destination, the process name (httpd, mfp, postfix, etc.), the runtime directory (/ var / httpd, / usr / mfp, / var / postfix /, etc.), and the port used (TCP :). 80, UDP: 21, TCP: 25, etc.).

The camera control unit 246 activates the camera unit 274 in response to a camera activation request from the ACD management device 120, starts imaging the situation around the business terminal 200 by the camera unit 274, and stops the camera from the ACD management device 120. Imaging by the camera unit 274 is stopped upon request.

With the business terminal 200 configured as described above, the home receptionist reserves and registers the business available time, and starts the reception business in response to the logon request via the ACD management device 120. In addition, the business terminal 200 activates the camera unit 274 in response to a request from the ACD management device 120 to take an image of the receptionist at home.

Subsequently, the ACD management device 120 will be further described with reference to FIG.

FIG. 4 is a diagram showing a functional block of the ACD management device 120. In FIG. 4, the CPU 10 expands a basic control program such as a BIOS program stored in the ROM 12 into the RAM 14, controls each part via the bus 90, and performs terminal startup processing and the like. Further, the CPU 10 expands the program 40 stored in the storage device 30 into the RAM 14 to realize various functions.

The operation input unit 70 receives input of an instruction from a user such as an administrator via a mouse, a keyboard, or the like. The display output unit 72 outputs various image data as video signals to the display.

The business shift registration unit 41 registers the business shift data in the business shift data storage unit 52 for each business day in response to receiving the business shift data transmitted from the business terminals 180 and 200. Figure 5 shows an example of business shift data. As shown in FIG. 5, the work shift data includes the receptionist information 110F indicating the identification information of the receptionist, the type information 112F indicating the type of receptionist (employee, part-time job, home-based employee), and the work of the receptionist. Includes working hours information 114F indicating possible hours. The work shift data may include the work level (business skill) information of the receptionist as the type of the receptionist.

The logon control unit 42 refers to the business shift data storage unit 52, identifies the receptionist of the scheduled work person, and receives the receptionist at a predetermined time (for example, 5 minutes before) the business start time of the specified receptionist. Send a business start notification to the business terminal of the person. After that, upon receiving the logon request from the business terminal of the receptionist, the logon control unit 42 performs the logon authentication of the receptionist. More specifically, the logon control unit 42 determines whether or not the logon information indicated in the logon request is registered in the logon information storage unit 54, and if it is registered, the receptionist's Allows logon and responds to the business terminal to which the logon request is made to indicate the logon permission. If it is not registered, the logon control unit 42 responds to the business terminal of the logon request destination to indicate the logon refusal. Note that the logon information corresponding to the receptionist who is permitted to log on may be registered in advance in the logon information storage unit 54.

The receptionist status monitoring unit 43 monitors the receptionist's work status (logon status), operating status (during a call or waiting), etc., and sequentially updates the receptionist status data stored in the receptionist status storage unit 56. .. FIG. 6 shows an example of the receptionist status data. As shown in FIG. 6, the receptionist status data includes the receptionist information 120F, the receptionist type information 122F, the working time information 124F, the working status information 126F indicating the receptionist's working status, and the receptionist's reception. Includes reception status information 128F indicating the status and reception rate information 130F of the receptionist.

The call control unit 44 receives an incoming call from the PBX100, refers to the receptionist status data stored in the receptionist status storage unit 56, and corresponds to the receptionist who is in the acceptable state among the receptionists on duty. The incoming call is transferred to the terminal to establish a call channel between the customer's telephone and the business terminal.

The response rate monitoring unit 45 counts the number of incoming calls from customers and the number of responses (number of established calls) for each receptionist, obtains the response rate (number of responses / number of incoming calls) for each receptionist, and receives the receptionist. Register in the receptionist status data stored in the status storage unit 56.

Based on the data stored in the business shift data storage unit 52 and the receptionist status storage unit 56, the receptionist business management unit 46 displays business shift image data indicating the business shift of each receptionist to the administrator, and business shift image data. Generates work status image data showing the current work status and excess / deficiency of receptionists, and displays it on the screen via the display output unit 72. Fig. 7 shows an example of work shift image data, and Fig. 8 shows an example of work status image data. The receptionist business management department 46 may determine the excess or deficiency of the receptionist based on the response rate of each receptionist, and the average response rate of the receptionist is lower than the predetermined first standard response rate. In addition, if it is determined that the number of receptionists is insufficient and the response rate is higher than the predetermined second standard response rate, it may be determined that the number of receptionists is surplus.

The administrator grasps the excess or deficiency of the receptionist by checking the work shift image and the work status image, and if there is a shortage, the reservation is registered in the current business period through the receptionist business management department 46. Request a logon request to the home receptionist to solve the shortage of receptionists.

The receptionist business management unit 46 refers to, for example, the data of the business shift data storage unit 52, extracts reserved receptionists, and shows a list of reservation registrants who can work from home as shown in FIG. Reservation registration status Generate image data and display it on the screen. Furthermore, the receptionist business management department 46 accepts the selection of the desired receptionist from the list information of the reservation registrants (presses the "details" button 300B corresponding to the desired receptionist), and the selected receptionist Recipient who shows the workable hours Generates image data of the workable hours and displays it on the screen. Figure 10 shows the working hours of receptionist K on the working day 20 ** year * month * day.

It is estimated that the work status determination unit 47 estimates the work status of the home receptionist based on the operation information provided from the business terminal 200 and the response rate obtained by the response rate monitoring unit 45, and neglects the reception work. In that case, a start request is made to the business terminal 200 of the home receptionist.

The work status determination unit 47 determines, for example, whether or not the response rate of the home receptionist is lower than the predetermined reference response rate. If it is low, the work status determination unit 47 subsequently determines whether or not the predetermined database for business is being accessed based on the process information included in the operation information. When accessing the database, it is considered that the work related to the work is being performed even if the telephone is not answered, for example, so that the working situation is judged to be good. On the other hand, if the database is not accessed, it is determined that the reception work may have been neglected, and the work status determination unit 47 requests the business terminal 200 to activate the camera.

In this way, the work status determination unit 47 estimates the work status of the home receptionist based on the operation information and the response rate, and only when it is determined that the reception work may be neglected, the work status determination unit 47 refers to the business terminal 200. Request the activation of the camera. Therefore, it is not necessary to monitor teleworkers more than necessary, and it is possible to operate with consideration for privacy.

Subsequently, the processing flow in the call center system will be described with reference to the operation sequence diagrams of the ACD management device 120 and the business terminals 180 and 200 shown in FIGS. 11 to 14.

FIG. 11 is an operation sequence diagram when a logon request is made to the business terminal of the receptionist who is in charge of work by the ACD management device.

In FIG. 11, the ACD management device 120 refers to the business shift data stored in the business shift data storage unit 52, and refers to the business terminal 180,200 of the receptionist who is scheduled to work before the predetermined time of the business start time of the receptionist. Send a business start notification to (S100). Upon receiving the business start notification, the business terminals 180 and 200 display a start screen prompting the business start on the display via the display output unit 272 (S102). A logon start button and a cancel button are provided on the start screen, and when the receptionist presses the logon start button (the judgment result in step S104 is affirmative "Y"), the business terminals 180 and 200 are referred to the ACD management device 120. Make a logon request (S106). The ACD management device 120 receives the logon request and performs logon authentication (S108). On the other hand, if the receptionist presses the cancel button or does not receive an instruction from the receptionist for a predetermined time, the start screen is closed and the process ends (S110).

If the logon authentication is successful, the ACD management device 120 responds to the business terminals 180 and 200 with a logon request (S112), and the business terminals 180 and 200 display the business screen in response to the response (S112). The ACD management device 120 updates the work status data of the receptionist stored in the receptionist status storage unit 56 (S116), and when the business start time comes, notifies the business terminals 180 and 200 of the start of business (S118). ).

With the above sequence, the receptionist can work using the business terminals 180 and 200.

FIG. 12 is a diagram showing an operation sequence when a home-based receptionist who is not scheduled to work makes a reservation registration of workable hours to the ACD management device via a business terminal.

First, a home-based receptionist who wishes to register a reservation for working hours makes a logon reservation request to the ACD management device 120 from the business terminal 200 (S200). Upon receiving the logon reservation request, the ACD management device 120 updates the work status data of the receptionist stored in the receptionist status storage unit 56 to perform the logon reservation registration process (S202) and complete the registration process. After that, the reservation completion notification is sent to the business terminal 200 (S204).

Upon receiving the reservation completion notification, the business terminal 200 displays a reservation reception completion screen indicating that the reservation reception has been completed normally on the display via the display output unit 272 (S206).

After that, when a shortage of receptionists occurs, the administrator selects a desired receptionist from the receptionists who have been reserved for logon, and requests the reservation person logon to the business terminal 200 corresponding to the selected receptionist. (S208). In response to the request, the business terminal 200 displays a logon inquiry screen for inquiring whether the receptionist can log on is displayed on the display via the display output unit 272 (S210).

Upon receiving the display of the logon inquiry screen, if the business can be started (the determination result in step S212 is affirmative "Y"), the receptionist makes a logon request to the ACD management device 120 (S214). On the other hand, if the business cannot be started (the judgment result in step S212 is negative "N"), the logon is canceled and the process is terminated (S216).

The ACD management device 120 that receives the logon request from the business terminal 200 performs logon authentication (218), logon request response (S220), receptionist status update (S222), and business start notification (S222), and the receptionist performs the business terminal. It will be ready for business using 200.

According to the above sequence, when the number of people performing the reception work is insufficient, the administrator can make a work request to the home receptionist who has already registered the logon reservation.

Next, the monitoring flow of the working status of the home receptionist in the call center system will be described with reference to FIGS. 13 and 14.

FIG. 13 is a diagram showing an operation sequence when the ACD management device monitors the receptionist during work.

In FIG. 13, the business terminal 200 constantly collects operation information in the operation information collection unit 245 (S300), and periodically notifies the ACD management device 120 of the operation information collected by the operation information collection unit 245 (S302).

The ACD management device 120 determines whether or not to perform monitoring based on the operation information and the response rate (S304). More specifically, the ACD management device 120 monitors when the response rate of the home receptionist is lower than the predetermined reference response rate and the database for a predetermined business is not accessed. Judge to do.

When monitoring (the determination result in step S304 is affirmative "Y"), the ACD management device 120 displays a camera activation request screen prompting the administrator to activate the camera via the output unit 72. Display on. Next, when the administrator determines that it is necessary to activate the camera, the ACD management device 120 makes a camera activation request to the business terminal 200 based on the instruction from the administrator (S310). Here, when it is determined that the ACD management device 120 performs monitoring in step S304, the administrator is inquired as to whether or not to further activate the camera, but the ACD management device 120 monitors. If it is determined that the above is to be performed, a camera activation request may be automatically made to the business terminal 200.

In response to the camera activation request, the business terminal 200 performs the activation process of the camera unit 274 in the camera control unit 246 (S312), and the camera is being activated in order to notify the home receptionist that the camera is being activated. A screen indicating that is displayed on the display via the display output unit 272 (S314). After the camera unit 274 is activated, the business terminal 200 sequentially transmits the surveillance image data captured by the camera unit 274 to the ACD management device 120 (S316), and displays the surveillance image data on the display via the display output unit 72 (S). S318).

Based on the above sequence, the ACD management device 120 estimates the work status of the home receptionist based on the operation information and the response rate, and only when it is determined that the reception work may be neglected, the ACD management device 120 is assigned to the business terminal 200. Request the activation of the camera. Therefore, it is not necessary to monitor teleworkers more than necessary, and it is possible to operate with consideration for privacy.

FIG. 14 is a diagram showing an operation sequence when the ACD management device performs processing according to an instruction of the administrator based on the monitoring result of the acceptor.

The ACD management device 120 displays the monitoring image data transmitted from the business terminal 200. (S400). The administrator checks the displayed monitoring image data, determines whether the receptionist is working properly, and if it is determined that there is no abnormality in the work status, the administrator selects the operation input unit. The camera stop operation is instructed to the ACD management device 120 via 70. The ACD management device 120 receives a camera stop operation from the administrator (S402) and makes a camera stop request to the business terminal 200 (S404). Upon receiving the camera stop request, the business terminal 200 stops the image pickup by the camera unit 274 via the camera control unit 246 (S406).

On the other hand, the administrator confirms the displayed surveillance image data, and the administrator confirms the displayed surveillance image data, and when it is determined that there is an abnormality in the work situation, the administrator inputs an operation. The forced log-off operation is instructed to the ACD management device 120 via unit 70. The ACD management device 120 receives the forced logoff operation (S410) and makes a forced logoff request to the business terminal 200 (S412). In response to the forced log-off request, the business terminal 200 stops imaging by the camera unit 274 via the camera control unit 246 (S414), and displays an image indicating that the forced log-off has been performed on the display (S416). In addition, a logoff request is made to the ACD management device 120 (S418). Upon receiving the log-off request, the ACD management device 120 performs log-off processing for the business terminal 200 (S420), and updates the work status data of the receptionist stored in the receptionist status storage unit 56 (S422).

By the above sequence, the administrator can confirm the working status of the home receptionist based on the monitoring image data provided from the business terminal 200, and if it is determined that the working status is abnormal, the relevant case is concerned. It is possible to forcibly log off the business terminal 200 and forcibly remove a home-based receptionist whose work status is not normal from the business shift.

In the present invention, a business terminal for business reservation is registered in advance, and for example, when it is difficult to process an incoming call only with a business terminal registered as a receptionist in the current business period in a business shift, a new business can be quickly performed. Enabled to add a terminal. In addition, by limiting the imaging by the camera unit to the minimum necessary, for example, even if the business terminal is installed at the home receptionist's house, privacy is taken into consideration compared to the case where it is constantly monitored by the camera. .. Therefore, in the present invention, for example, an incoming call received via a public network is transferred to any business terminal having a call function, and a call channel is formed between the source of the incoming call and the business terminal. It can be applied to a call center system and a program for operating a computer as the call center system.

<figref num="1">It is a figure which shows the system structure of the call center system which concerns on this embodiment.</figref><figref num="2">It is a figure which shows the functional block of the home business terminal.</figref><figref num="3">It is a figure which shows an example of the business shift data registration screen.</figref><figref num="4">It is a figure which shows the functional block of the ACD management apparatus.</figref><figref num="5">It is a figure which shows an example of business shift data.</figref><figref num="6">It is a figure which shows an example of the receptionist state data.</figref><figref num="7">It is a figure which shows an example of work shift image data.</figref><figref num="8">It is a figure which shows an example of the work situation image data.</figref><figref num="9">It is a figure which shows an example of the reservation registration status image data.</figref><figref num="10">It is a figure which shows an example of the receptionist workable time image data.</figref><figref num="11">It is an operation sequence diagram when a logon request is made to the business terminal of the receptionist who is in charge of work by the ACD management device.</figref><figref num="12">It is a figure which shows the operation sequence when the receptionist at home who is not scheduled to work makes the reservation registration of the workable time to the ACD management device through the business terminal.</figref><figref num="13">It is a figure which shows the operation sequence when the ACD management apparatus monitors a receptionist during work.</figref><figref num="14">It is a figure which shows the operation sequence when the ACD management apparatus performs processing according to the instruction of the administrator based on the monitoring result of the receptionist.</figref>

Code description

1 call center 10 CPU 12 ROM 14 RAM 30 storage device 40 programs 41 Business Shift Registration Department 42 Logon Control Unit 43 Receptionist Condition Monitoring Department 44 Call control unit 45 Response rate monitoring unit 46 Recipient Business Management Department 47 Work Status Judgment Department 50 database 52 Business Shift Data Storage Department 54 Logon information storage 56 Recipient State Accumulation Department 70 Operation input section 72 Display output section 90 bus 100 PBX 110 Multi-function phone 180,200 Business terminal 230 storage 240 program 241 Business application 242 Logon Control Unit 243 Voice call control unit 244 Business Shift Registration Request Department 245 Operation Information Collection Department 246 Camera control unit 250 Logon information storage 270 Operation input section 272 Display output section 274 Camera section 276 Voice call section 290 bus 300,310 public network