JP5485075B2 - Call center system, call center system development program and telephone control interface program - Google Patents

Description

  The present invention relates to a technology of a call center system, and in particular, a call center system capable of defining a series of telephone reception tasks as a workflow, and a call center system development program for developing an application program for realizing such a call center system, and The present invention relates to a technology effective when applied to a telephone control interface program.

  In so-called call centers and contact centers (hereinafter simply referred to as “call centers”) that collectively receive inquiries from customers, telephone response operations by operators and communicators (hereinafter simply referred to as “operators”) A call center system (response management system) is constructed and used as a computer system for controlling and managing.

  In the call center system, it is possible to ensure the response quality by absorbing differences in skills for each operator, and to quickly and flexibly respond by referring to necessary information according to the contents of the customer's response. Support is required. For this reason, for example, a workflow function for controlling screen transitions on an operator's terminal, calls to other operators, supervisors, and the like, and transfer of processing may be implemented.

  For example, Japanese Patent Laid-Open No. 2009-81717 (Patent Document 1) holds, as business procedures to be executed by an operator, order information indicating the execution order of a plurality of types of procedures and operation information indicating the contents of each procedure. According to the sequence information, the operation information of each procedure is shown to the operator who is dealing with the customer, and when the operator instructs the delegation of authority, the operator who should take over the customer correspondence is selected. The technology relating to the customer service support apparatus that supports the customer service business in the call center is described.

  In such a call center system, functions such as allocating calls from customers to appropriate operators, making it possible to refer to various information necessary for operators to answer calls, and providing guidance on response procedures and contents, etc. In order to realize the above, a CTI (Computer Telephony Integration) function for linking a telephone and a computer system is provided. In this function, a PBX (Private Branch eXchange) system or CTI system that controls a private telephone and a terminal of each operator are connected via a network, and telephone control information is exchanged.

  Generally, when an operator develops a business application program to be used in a terminal, it is necessary to incorporate a function for controlling a telephone. At this time, a function for cooperating with a terminal included in a PBX system or a CTI system (interface) Will be used. By using this interface, for example, appropriate information can be displayed by linking a screen display or application on the terminal with respect to outgoing or incoming calls.

JP 2009-81717 A

  A business application that an operator uses on a terminal is generally implemented as a Web application and is operated via a Web browser on the terminal. In a Web application, in general, an application screen control or flow control trigger is an active operation of an operator on a Web browser.

  On the other hand, a business application in a call center system needs to have a telephone control function in cooperation with a PBX or CTI system as described above. Therefore, in addition to the control of the telephone, a function of passive screen control and flow control triggered by the operation of the telephone is required.

  Here, IP telephones such as those used in call centers have different characteristics depending on the product of each vendor. However, in terms of operations by call center operators, the basic operation flow and functions used are considered. The part is almost the same regardless of which vendor's product is used.

  However, the interface part that realizes the cooperation between the PBX or CTI system and the terminal greatly depends on different specifications for each vendor. That is, when a telephone control function for linking with a telephone is incorporated into a business application, it is necessary to familiarize with the product specifications of each vendor and develop an application specialized for this.

  For this reason, for example, even when the workflow function as described above is implemented, it is not easy to flexibly change the screen control and flow according to the actual situation after the start of operation, for example, and the development cost increases. There is a problem of doing. Further, when the PBX or CTI system changes, there is a problem that a business application linked with the PBX is recreated in accordance with the specifications, and it is difficult to efficiently expand and laterally expand the call center system.

  Therefore, an object of the present invention is to provide a call center system capable of controlling the screen and flow of application programs for telephone answering work in accordance with telephone control information and the like without depending on specifications of a system base such as a PBX or CTI system. There is. Another object of the present invention is to provide a call center system development program for easily developing a business application operating in a call center system and a telephone control interface program as middleware used from the business application.

  The above and other objects and novel features of the present invention will be apparent from the description of this specification and the accompanying drawings.

  Of the inventions disclosed in this application, the outline of typical ones will be briefly described as follows.

  A call center system according to a typical embodiment of the present invention has a telephone control interface for exchanging telephone control information between a telephone used by an operator and an operator terminal, and links the telephone and the operator terminal. A CTI infrastructure system, a business server that operates as a business application server that executes a process related to a telephone answering service through a workflow, and a telephone control that is used by an operator to exchange telephone control information with the telephone control interface A call center system in which the operator terminal operating as a client of the business application and a plurality of sets of the telephones used by the operator are connected to an internal network, and have the following characteristics Is.

  That is, the operator terminal in the call center system includes a telephone control API having a standardized programming interface for performing telephone control by accessing the telephone control unit from the business application on the operator terminal. A telephone control middleware for notifying the business application of a standardized event related to telephone control is provided.

  In addition, the present invention can develop a business application for executing processing related to a telephone answering work by a workflow using a graphical user interface, and an event notified by the telephone control middleware used in the call center system, A call center system development program incorporating a telephone control API and / or the telephone control history access API, the telephone control middleware used in the call center system, and the telephone control API and / or the telephone control history access API. The present invention can also be applied to a telephone control interface program.

  Among the inventions disclosed in the present application, effects obtained by typical ones will be briefly described as follows.

  According to a typical embodiment of the present invention, it is possible to control a screen and a flow of an application program for a telephone answering service according to telephone control information or the like without depending on specifications of a system base such as a PBX or a CTI system. It is possible to realize a call center system that can be used. In addition, it is possible to realize a call center system development program for easily developing a business application operating in such a call center system and a telephone control interface program as middleware used from the business application.

It is the figure which showed the outline | summary about the structural example of the call center system which is one embodiment of this invention. It is the figure which showed the outline | summary about the structural example of the telephone control middleware and telephone control API in one embodiment of this invention. It is the figure which showed the outline | summary about the example of the workflow of the basic telephone reception service in the business application of one embodiment of this invention. It is the figure shown about the example at the time of classifying what was standardized about the event concerning telephone control in one embodiment of the present invention. It is the figure which showed the example at the time of standardizing about the statistical information regarding the telephone control which can be acquired from the telephone control log | history in one embodiment of this invention. It is the figure which showed the outline | summary about the structural example of the conventional call center system.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Note that components having the same function are denoted by the same reference symbols throughout the drawings for describing the embodiment, and the repetitive description thereof will be omitted. In the following, in order to make the features of the present invention easier to understand, the description will be made in comparison with the prior art.

<Overview>
FIG. 6 is a diagram showing an outline of a configuration example of a conventional call center system. The call center system 1 includes a VoIP (Voice over Internet Protocol) gateway 20, an IVR (Interactive Voice Response) system 30, a CTI infrastructure system 40, an operation for an internal network 10 such as a LAN (Local Area Network). The server 50 and a plurality of operator terminals 60 used by the operator 4 and a set of IP phones 70 are connected.

  The VoIP gateway 20 is a gateway between the public line network 2 outside the call center and the internal network 10, and converts the voice data of the telephone call from the customer 3 via the public line network 2 into an IP (Internet Protocol) packet by protocol conversion. A device that sends to the network 10 and vice versa.

  The IVR system 30 is a device that automatically responds by voice to a call from the customer 3. For example, the customer 3 can select a menu by pressing a desired number in accordance with the voice guide output by the IVR system 30 and listen to a voice response registered in advance corresponding to the selected menu. If the customer 3 wishes to be handled by the operator 4 and selects the menu to that effect, the call is transferred from the IVR system 30 to the IP phone 70 of the operator 4 via the CTI infrastructure system 40 described later.

  The CTI infrastructure system 40 is a system including a PBX system (not shown) and a server device that implements the CTI function. The CTI infrastructure system 40 accesses the telephone control function from the IP telephone 70, an external software program, the IVR system 30, and the like. A telephone control interface 41 is provided as an interface by software or hardware for outputting an event related to telephone control.

  The business server 50 is a computer system that implements a server function of a business application used in the call center system 1, and includes a base unit 51 made up of middleware such as an OS (Operating System), a database management program, and a Web server program, for example. And a business application 53 that is an application program that runs on the Web server program.

  The operator terminal 60 is a client terminal such as a PC (Personal Computer) used by each operator 4 in combination with the IP phone 70, and is a software program for performing telephone control with a base unit 61 formed of an OS or the like. And a telephone control unit 62. Further, for example, it has a business application 63 that is implemented by a Web browser or a dedicated client application and that implements a client function for the business application 53 on the business server 50.

  The business application 63 of the operator terminal 60 can control the corresponding IP telephone 70 by accessing the telephone control interface 41 of the CTI infrastructure system 40 via the telephone control unit 62. Further, in response to an incoming call from the customer 3, the CTI infrastructure system 40 outputs an event from the telephone control interface 41 to cause the corresponding IP phone 70 to receive an incoming call, and the corresponding telephone control unit of the operator terminal 60. 62 notifies the event.

  The telephone control unit 62 of the operator terminal 60 receives the event and notifies the business application 63 of the event, so that the business application 63 performs a passive event related to telephone control (for example, an operation such as an incoming call in the IP phone 70). Processing is triggered by (event). Further, as necessary, the business application 53 of the business server 50 is accessed to perform screen transition, flow control, and the like.

  Here, the telephone control interface 41 of the CTI infrastructure system 40 and the telephone control unit 62 corresponding thereto are provided as products by the equipment and product vendors of the CTI infrastructure system 40 and have specific specifications. Accordingly, the business application 63 of each operator terminal 60 is implemented in a form corresponding to the specific specifications of the telephone control unit 62 (and the telephone control interface 41).

  For this reason, if the PBX system or the CTI system changes in the CTI infrastructure system 40 and the specifications of the telephone control unit 62 and the telephone control interface 41 change, the business application 63 needs to be repaired accordingly. Further, it is not easy to change the screen control and the flow in the business applications 53 and 63 flexibly according to the actual situation after the start of operation, for example.

  Therefore, in the call center system according to an embodiment of the present invention, an interface program is provided as middleware that conceals the differences in specifications between vendors and products in the CTI infrastructure system 40, and the basic and standard functions for telephone control are provided. Standardize telephone control information consisting of access methods (methods) and events. As a result, the differences in specifications between vendors and products in the CTI infrastructure system 40 are concealed, and the influence on business applications can be avoided.

  In addition, for example, standardized access methods and events, and basic telephone control flow for existing or new development programs that can develop Web application programs with workflow functions using a graphical user interface Incorporate what you did. As a result, it is possible to quickly and efficiently develop a business application for performing a telephone answering work by using a workflow, and to flexibly change and maintain the screen control after the system construction.

  In addition, various statistical information on the work status of the operator ascertained from the telephone control history information accumulated in the PBX and CTI system in the CTI infrastructure system 40, operator attribute information, information on the status of the operator and customers, etc. An interface program for acquiring By using this interface program, for example, by acquiring these pieces of information from the business application 53 of the business server 50, it is possible to perform screen control and flow control according to the situation of the operator or customer.

  As an example of screen control according to the operator's situation, depending on the type of the received phone (for example, the type corresponding to the number selected in the IVR menu), the operator terminal It is conceivable to change the content displayed on the screen. Also, based on the statistical data of each operator's reception work (for example, call time per reception, display time per screen, etc.), it is determined whether the operator is a beginner or an expert. It is conceivable to perform control such as displaying a guide screen and not displaying it for an expert.

  As an example of screen control according to the customer's situation, depending on the customer's attributes (for example, information entered by caller ID or IVR), if you are a customer, you can check the usage status of products sold in the past. It may be possible to display a screen for asking. Also, emotion data is digitized from customer voice data using existing voice recognition technology. If the numeric value exceeds a predetermined threshold, it is determined that the customer is angry and the operator or supervisor It is conceivable to perform control such as displaying a screen that prompts the user to transfer the call to the user.

<System configuration>
FIG. 1 is a diagram showing an outline of a configuration example of a call center system according to an embodiment of the present invention. Similar to the conventional call center system shown in FIG. 6, the call center system 1 has a VoIP gateway 20, an IVR system 30, a CTI infrastructure system 40, a business server 50, and a plurality of operator terminals with respect to an internal network 10 such as a LAN. 60 and an IP phone 70 are connected to each other.

  In the present embodiment, in addition to the configuration shown in FIG. 6, the operator terminal 60 includes a telephone control middleware 64 and a telephone control API (Application Programming Interface) 65 included therein, and the business server 50 performs telephone control. A history access API 52 is provided. The CTI infrastructure system 40 also has a telephone control history 42 that is a database for storing telephone control history information in the PBX and CTI systems.

  As will be described later, the telephone control middleware 64 and the telephone control API 65 are standardized for telephone control to the business application 63 by concealing the differences in specifications between vendors and products in the CTI infrastructure system 40 and the telephone control unit 62. A standardized programming interface for performing event control and telephone control from the business application 63 is provided. Further, as will be described later, the telephone control history access API 52 conceals the differences in the specifications of the telephone control history 42 for each vendor and product, and the business application 53 (or business application 63) performs various operations on the business status of the operator. It provides a standardized programming interface for obtaining statistical information and so on.

  By having the interface program (middleware including API) as described above, the business application that does not depend on the difference between these specifications is concealed in the CTI infrastructure system 40 and the telephone control unit 62 by concealing the differences in specifications for each vendor and product. 53, 63 can be implemented.

  FIG. 2 is a diagram showing an outline of a configuration example of the telephone control middleware 64 and the telephone control API 65 accessed from the business application 63. In the left diagram, the telephone control interface 41a of the CTI infrastructure system 40 and the telephone control unit 63a of the operator terminal 60 correspond to the CTI product A, respectively. At this time, the telephone control middleware 64 has a connection part 66a corresponding to the CTI product A as a part corresponding to the interface of the telephone control part 63a of the CTI product A. The connection unit 66a performs protocol conversion between a specification specific to the CTI product A with the telephone control unit 63a and a standard specification with the telephone control middleware 64. As a result, the interface to the business application 63 can be made standard without depending on the specification of the CTI product A.

  Here, for example, when the CTI product A is changed to the CTI product B in the CTI infrastructure system 40 as shown in the right figure, only the connection part 66b is provided so as to correspond to the telephone control interface 41b and the telephone control part 63b corresponding to the CTI product B. May be newly implemented, and the business application 63 need not be repaired.

  This also applies to the telephone control history access API 52. For example, by re-implementing only the telephone control history access API 52 so as to correspond to the CTI product B, it is possible to make it unnecessary to modify the business application 53. As an implementation form of the telephone control history access API 52, an access unit (not shown) that performs protocol conversion to access the telephone control history 42 is provided in the same manner as the connection units 66a and 66b in FIG. Only the CTI product B may be changed.

<Workflow>
FIG. 3 is a diagram showing an outline of an example of a basic telephone answering work flow in the business applications 53 and 63 of the present embodiment. Here, the workflow is handled as a kind of state transition in the telephone answering business, and an active event caused by an operation on the IP phone 70 by the operator 4 or a passive event such as an incoming call from the customer 3 to the IP phone 70 is triggered. As a result, the screen of the operator terminal 60 is controlled as necessary.

  As described above, the event related to the telephone control is standardized by the telephone control API 65 and the telephone control middleware 64 so as not to depend on the specifications of the vendor and the product in the CTI infrastructure system 40 and the telephone control unit 62. These events are roughly classified into four types. FIG. 4 is a diagram showing an example in which standardized events related to telephone control are classified.

  As an event relating to telephone control, as shown in the figure, A: As an event related to cooperative control between a PC (operator terminal 60) and a telephone (IP telephone 70), for example, connection between the operator terminal 60 and the IP telephone 70 (event A1) ) And disconnection (event A2). B: As an event related to the presence control of the operator 4, for example, when the operator 4 can accept a seat (event B1), when the operator 4 is temporarily unable to accept (event B2), and There are events in the case where the job is not accepted and cannot be accepted (event B3).

  C: As an event related to active telephone control by the operator 4, for example, when the operator 4 makes a call (event C1), when a call is transferred to another operator 4 or the like and called ( Event C2), transfer call canceled (event C3), transfer destination operator 4 or the like started the call and transfer completed (event C4), operator 4 put the call on hold during the call (Event C5) When the hold is released (Event C6), when the operator 4 disconnects the call (Event C7), and when the operator 4 responds to the incoming call (Event C8) is there.

  Further, D: As an event relating to passive telephone control from the customer 3 or another operator 4, for example, when there is an incoming call to the target IP phone 70 (event D1) or when the incoming call is canceled ( Event D2), when the other party responds to an outgoing call or transfer by the operator 4 (event D3), when the other party does not respond (event D4), and when the other party disconnects the call during the call (event There are events of D5).

  Among the events described above, events classified as A to C may be generated passively by the telephone control middleware 64 or actively generated by calling the telephone control API 65 (method). . It should be noted that other events than those illustrated as standardized events may be defined, or conversely, not all events illustrated may be defined, but at least as shown in FIG. It is better to define the event.

  In the workflow of FIG. 3, examples of basic state (screen) transition are as follows. First, the initial state is a state where the IP phone 70 and the operator terminal 60 are “not connected” (not linked). Here, the business application 63 on the operator terminal 60 uses the telephone control API 65 to make an IP phone call. When connected to 70 (cooperation starts) (event A1), the state shifts to the “connected” state. Further, when the business application 63 uses the telephone control API 65 to associate the operator terminal 60 with the IP telephone 70 and registers it in the CTI infrastructure system 40 and the operator 4 logs in from the operator terminal 60, the state shifts to the “preparation” state.

  In the “preparation” state, when the operator 4 performs an operation that can be accepted on the business application 63 in order to start a telephone reception service (event B1), the state shifts to a “standby” state for receiving an incoming call from the customer 3. In this state, when there is an incoming call from the customer 3 to the target IP phone 70 via the CTI infrastructure system 40 and the business application 63 receives an incoming event (event D1) from the telephone control middleware 64, the state shifts to the “incoming” state. When the operator 4 responds to the incoming call (event C8), the state shifts to a “call” state with the customer 3. In the figure, a state that is a double-lined frame such as a “call” state indicates that a call with the customer 3 is in progress (including a hold state).

  In this state, the operator 4 operates the screen of the business application 63 and cooperates with the business application 53 of the business server 50 in accordance with the content of the customer 3, for example, referring to past transaction history. It is possible to perform processing (screen transition) as a normal Web application such as checking account information.

  In the “call” state, for example, whether the operator 4 has terminated the call and the operator 4 has disconnected the call (event C7), or if the customer 3 has disconnected the call (event D5), the process returns to the “preparation” state. After that, it shifts to the “standby” state again. After that, for example, when the operator 4 performs an operation for making it unacceptable on the business application 63 in order to perform post-processing such as input of a response record (event B2), the state shifts to the “preparation” state. When the post-processing is completed and an operation that can be accepted is performed again on the business application 63 (event B1), the state shifts to the “standby” state and can wait for the next incoming call from the customer 3.

  As another transition pattern, for example, when the operator 4 puts the call on hold (event C5) from the “call” state, it shifts to the “hold” state, or other operators 4 or supervisors or the like depending on the contents of the response. There are cases where the call is transferred (event C2) to shift to the “transfer call 1 (customer 3 is on hold)” state. In addition, the operator 4 makes a call to the customer 3 or the like from the “preparation” state (event C1), or shifts to the “calling” state, or receives a transfer call from another operator 4 or the like in the “standby” state ( In some cases, the event D1) is received and the state shifts to the “transfer incoming call” state.

  In the above-described workflow control, not only events related to telephone control, but also various types of work status of the operator 4 ascertained from information on the telephone control history 42 accumulated in the PBX and CTI system in the CTI infrastructure system 40. It is also possible to perform screen control and flow control based on such statistical information, attribute information of the operator 4, information related to the status of the operator 4 and the customer 3, and the like.

  For example, when the business application 53 of the business server 50 generates a response screen and responds to a processing request from the business application 63 of the operator terminal 60, the telephone control history access API 52 is used to respond to the processing request of the CTI infrastructure system 40. Statistical information of the telephone control history 42 is acquired, and control can be performed so as to change the screen that responds (displays) to the business application 63 according to the contents.

  FIG. 5 is a diagram showing an example in which statistical information related to telephone control that can be acquired from the telephone control history 42 is standardized. The statistical information can be acquired from the business application 53 (or the business application 63) using a standardized interface by the telephone control history access API 52. In the telephone control history access API 52, as described above, only the part that accesses the telephone control history 42 is mounted according to the specifications of the vendor or product. Can be concealed.

  The statistical information includes, for example, the number of incoming incoming calls from the customer 3 (statistical information S1), to the customer 3 based on the result of totaling the log of response work for a certain period (for example, daily) for each operator 4 Statistical information regarding various numbers such as the number of outgoing calls (statistical information S2) and the number of calls transferred to other operators 4 (statistical information S3) can be acquired. In addition, the total call time with the customer 3 (statistical information S4), the number of calls placed on hold (statistical information S5), the total call holding time (statistical information S6), and the operator 4 can accept seats. Total time (statistical information S7), the number of cases that the operator 4 has not accepted (statistical information S8), the total time that has not been accepted (statistical information S9), and the destination of the transfer destination or transfer source Statistical information relating to various times such as the total call time (statistical information S10) can be acquired.

  Based on these information, for example, for the operator 4 with a long call time per number of calls, it is determined that the response time is long and the skill level is low, or for the operator 4 with a large number of transfer cases and holding time, It is possible to determine that the level of skill is low by substituting and escalating the response to other operators 4 and asking for confirmation and instructions for the content of the response.

  In addition to statistical information related to telephone control as described above that can be acquired from the telephone control history 42, for example, an interface (API) that can acquire attribute information related to the operator 4 that the business server 50 manages as user information or the like. It may be provided. As such attribute information, for example, identification information such as the user ID and name of the operator 4, information on the target business that can be performed by the operator 4, information relating to the skill level such as the number of days the operator 4 is enrolled and the skill level and so on.

  In addition, when the location and form in which these attribute information is held differ depending on, for example, the CTI infrastructure system 40, the interface does not depend on the difference between vendors in the CTI infrastructure system 40 as with the telephone control history access API 52. Implement as a standardized interface. When mounting, like the other APIs described above, only the part of the interface that actually acquires the attribute information is mounted according to the specifications of the vendor or product.

  In addition, an interface (API) that can acquire information related to the customer 3 may be provided based on information in which the content of the call with the customer 3 is recorded by the CTI infrastructure system 40 or the like. Such information includes, for example, information obtained by digitizing emotion data from the voice data of the customer 3's call using existing voice recognition technology. As with the other APIs described above, this interface is also implemented as a standardized interface that does not depend on differences among vendors in the CTI infrastructure system 40, and only the part that actually obtains the above information is the vendor or product. Implement according to the specifications.

  In addition to screen control based on various events and statistical information related to telephone control as described above, by combining screen control based on event and business data by screen operation similar to normal Web applications, The flow control and screen control of the business applications 53 and 63 are defined.

  In order to easily perform such flow control and screen control definition and to develop and maintain the business applications 53 and 63 flexibly and efficiently, for example, a Web application program having a workflow function is graphically displayed. Configured as a call center system development program by incorporating a telephone control interface program having events and APIs (methods) standardized for the above-mentioned telephone response work into an existing or new development program that can be developed by a user interface To do. For example, this can be realized by notifying a standardized event as described above and incorporating a class library having a method for performing telephone control as a telephone control interface program.

  By using such a call center system development program, the entire workflow can be visualized and grasped with a graphical user interface, and events related to telephone control can be triggered by intuitive operations such as drag and drop. It becomes possible to easily develop business applications 53 and 63 capable of performing flow control and screen control. In addition, it is possible to flexibly change the flow and screen control after the start of operation. Furthermore, a basic workflow as shown in FIG. 3 is created for each business (for example, address change or cancellation), converted into parts, and incorporated into the call center system development program. 53 and 63 can be developed more efficiently.

  As described above, according to the call center system 1 according to an embodiment of the present invention, the telephone control middleware 64 that is an interface program as middleware that conceals differences in specifications between vendors and products in the CTI infrastructure system 40. In addition, a telephone control API 65 is provided to standardize access methods (methods) and events for basic and standard functions in telephone control. As a result, it is possible to conceal the difference in specifications between vendors and products in the CTI infrastructure system 40 and avoid the influence on the business application 63.

  In addition, for example, an event or method in the telephone control middleware 64 and the telephone control API 65 and a basic telephone for an existing or new development program that can develop a Web application program having a workflow function by a graphical user interface. Incorporate the control flow into parts. This makes it possible to quickly and efficiently develop business applications 53 and 63 that perform telephone answering work by workflow, and to flexibly change and maintain screen control after system construction.

  In addition, various statistical information on the operation status of the operator 4 grasped from the telephone control history 42 accumulated in the CTI infrastructure system 40, attribute information of the operator 4, information on the status of the operator 4 and the customer 3 and the like are acquired. As an interface program, an API such as a telephone control history access API 52 is provided. For example, by acquiring these information from the business application 53 of the business server 50 using these interface programs, it is possible to perform screen control and flow control according to the situation of the operator 4 and the customer 3. .

  As mentioned above, the invention made by the present inventor has been specifically described based on the embodiment. However, the present invention is not limited to the embodiment, and various modifications can be made without departing from the scope of the invention. Needless to say.

  INDUSTRIAL APPLICABILITY The present invention can be used for a call center system capable of defining a series of telephone answering tasks as a workflow, a call center system development program for developing such a call center system, and a telephone control interface program. It is.

1 ... call center system, 2 ... public network, 3 ... customer, 4 ... operator,
10 ... Internal network,
20 ... VoIP gateway,
30 ... IVR system,
40: CTI-based system, 41, 41a, 41b ... telephone control interface, 42 ... telephone control history,
50 ... Business server, 51 ... Base part, 52 ... Telephone control history access API, 53 ... Business application,
60 ... operator terminal, 61 ... base part, 62 ... telephone control part, 63, 63a, 63b ... business application, 64 ... telephone control middleware, 65 ... telephone control API, 66a, 66b ... connection part,
70: IP phone.

Claims (6)

A CTI infrastructure system having a telephone control interface for transferring telephone control information between a telephone set used by an operator and an operator terminal, and linking the telephone set and the operator terminal;
A business server that operates as a server for business applications that execute processing related to telephone reception work by workflow;
The operator terminal is used by an operator and has a telephone control unit for exchanging telephone control information with the telephone control interface. The operator terminal operates as a client of the business application, and the telephone used by the operator. A call center system in which a plurality of sets are connected to an internal network,
The operator terminal includes a telephone control API having a standardized programming interface for performing telephone control by accessing the telephone control unit from the business application on the operator terminal, and for the business application on the operator terminal. A call center system comprising telephone control middleware for notifying a standardized event related to telephone control. The call center system according to claim 1,
As an event that the telephone control middleware notifies the business application on the operator terminal, an event related to cooperative control between the telephone and the operator terminal, an event related to presence control of the operator, and active telephone control by the operator A call center system in which an event included in at least one of an event and an event related to passive telephone control from a customer or another operator is defined. In the call center system according to claim 1 or 2,
The CTI infrastructure system further includes telephone control history recording means for holding history information related to telephone control,
The business server is a telephone having a standardized programming interface for accessing the telephone control history recording means from the business server or the business application on the operator terminal and obtaining statistical information about the business status of the operator. A call center system having a control history access API. The call center system according to claim 3 ,
As statistical information output based on the history information acquired from the telephone control history recording means by the telephone control history access API, the number of incoming calls from the customer, the number of incoming calls from the customer, Number of external phone calls, number of calls transferred to other operators, total call time for external calls with customers, number of calls placed on hold, total call hold time, target operator is ready At least one of the total number of hours, the number of cases where the target operator has not accepted, the total time that the target operator has been unacceptable, and the total call time with the transfer destination or transfer destination A call center system characterized by including information. A call center system development program capable of developing a business application for executing processing related to a telephone answering work by a workflow with a graphical user interface,
5. A call center system development program, which incorporates an event notified by the telephone control middleware in the call center system according to claim 3 and the telephone control API and / or the telephone control history access API. 5. A telephone control interface program, comprising: the telephone control middleware in the call center system according to claim 3; and the telephone control API and / or the telephone control history access API.