JP2002297874A - Call center customer information system - Google Patents

Abstract

(57) [Summary] [Problem] To present customer information to an operator in a call center business using a browser program, and to immediately display relevant information when a change in the state of a call to the customer occurs, or Update the display. SOLUTION: After a login notification is received from a browser program 4, an applet 6 for presenting customer information is sent from a servlet engine processing section 32 to the browser program 4. When a call originated in the outbound business is connected to a customer, the call is assigned to an operator, and an applet 6 for presenting customer information on the operator side.
To the customer. And then
The applet 6 for presenting customer information requests the HTML file read processing unit 36 for a customer information file to be specified based on the customer identification information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer information system for a call center, and more particularly, to the presentation of customer information to an operator in a call center operation, using a browser program running on a computer device on the operator side, and a method of transmitting a call to the customer. A call center customer information presentation method and a call center customer information presentation server device capable of promptly displaying and updating related information when a state change or the like occurs;
The present invention relates to a computer program relating to the call center customer information presentation method and the call center customer information presentation server device, and a computer-readable recording medium recording the computer program.

[0002]

2. Description of the Related Art Outbound business by calling a customer from a call center through a public telephone line network is described below.
For the case where there are a large number of operators and the computer automatically makes a call, see, for example, JP-A-11-215528.
Discloses a technique for storing information about a called party and presenting information about the called party to an operator device when a response is received from the called party. Thus, even when the ACD (Automatic Call Distribution) function is used, it is possible for the operator to acquire customer individual information.

[0003] With regard to inbound work for calls received from customers in a public telephone line network, information necessary during the response is provided by a client-type computer device provided for each operator. Each operator's computer device is connected to the server device, and necessary information is provided from the server device. In response to a member or the like, the customer information of the member that has already been obtained is immediately provided to the operator. In the following, a client-type computer device provided for each operator is also referred to as a client PC.

When such customer information is displayed on the client PC, a browser program operating on the client PC can be used.

Conventionally, there are the following methods using a browser program. That is, first, the user of the browser program presses a button on the screen displayed by the browser program with a pointing means such as a mouse, and the pressing causes a necessary operation from the server computer device. Order information,
It is to display. Secondly, information to be displayed is downloaded in advance from the server computer device and is displayed as appropriate.

[0006]

However, in the case of using a browser program, the user of the browser program has conventionally been used as a trigger for displaying information, and has performed an operation for triggering the information display. On the other hand, in the presentation of customer information to the operator in the call center business, when a change in the state of a call to the customer occurs, related information is immediately displayed,
It is preferable to update the display.

For example, in the outbound business of predictive transmission, when a call to a customer is connected, it is necessary to display information about the customer on the client PC of the operator to which the call has been distributed. Alternatively, in the inbound business, when a call is received from a customer, it is necessary to display customer information retrieved by the caller ID notification of the call on the client PC of the operator to which the call has been distributed.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned conventional problems. In presenting customer information to an operator in a call center business, the present invention uses a browser program running on a computer device on the operator side, and provides a call to a customer. It is an object of the present invention to provide a call center customer information system capable of promptly displaying related information or updating the display when a status change occurs.

[0009]

First, a call center customer information presenting method according to the first invention of the present application provides a call center customer information sending method for calling out to a customer on a public telephone line network. After the login notification comes from the browser program started in the computer device, the server computer device sends an applet for presenting customer information to the browser program side, and at the time of the transmission, the customer information handled in accordance with the HTML rules A file is created, and a URL indicating the storage location of the customer information file of the transmission is stored in a URL table that associates information for distinguishing individual transmissions with a URL indicating the storage location of the customer information file of the transmission, Assign the call to an operator when the outgoing call connects to the customer At the same time, information for specifying the customer is notified to the customer information presenting applet on the operator side, and the customer information presenting applet is designated on the server computer side based on the customer specifying information. Requesting the customer information file, the server computer obtains the corresponding customer information file based on the request and the URL table, and returns the file to the customer information presentation applet. This problem has been solved by displaying the contents of the customer information file to the operator below.

Next, the call center customer information presenting method according to the second invention of the present application is activated by a computer device on the operator side when an operator starts an inbound business in response to a call received from a customer on a public telephone line network. After the login notification is received from the browser program, the server computer sends an applet for presenting customer information to the browser program, and when the customer's call arrives, assigns the call to the operator. Notifying the customer information presenting applet on the operator side of information identifying the customer, the customer information presenting applet is sent to the server computer device side,
Requesting the customer information file to be specified based on the customer specifying information, the server / computer side creates a customer information file to be handled in accordance with the rules of HTML based on the request, and creates the customer information file and the customer information file. The above problem is solved by returning a URL indicating the storage location of the file to the applet for presenting customer information and displaying the content of the customer information file to the operator under a browser program on the operator side. It is a solution.

[0011] Next, the call center customer information presentation server device of the third invention of the present application, when the operator starts outbound business to handle and handle the call to the customer in the public telephone line network, in the computer device of the operator side A servlet engine processing unit that sends an applet for presenting customer information from the server computer device side to the browser program side after the login notification comes from the started browser program,
An HTML file creation processing unit for creating a customer information file handled in accordance with the HTML regulations; a URL table unit for associating information for distinguishing individual transmissions with a URL indicating the storage location of the customer information file for these transmissions; And an information file identifying the customer to the customer information presenting applet on the operator side to which the call is assigned when the outgoing call is connected to the customer. And an HTML file read processing unit that reads the customer information file specified based on the customer identification information requested from the customer information presentation applet and returns the customer information presentation applet to the customer information presentation applet. ,
The above problem is solved by displaying the contents of the customer information file to the operator under a browser program on the operator side.

Further, a computer according to a fourth invention of the present application is:
Computer for implementing the call center customer information presentation method according to the first invention or the second invention, or the call center customer information presentation server device according to the third invention.
The problem has been solved by providing a program.

Next, a computer-readable recording medium according to a fifth invention of the present application has solved the above-mentioned problem by providing a computer-readable recording medium recording the computer program according to the fourth invention. Things.

Hereinafter, the operation of the present invention will be briefly described.

According to the present invention, when an operator starts an outbound business or an inbound business, an applet for presenting customer information is sent from a server computer device after a login notification is received from a browser program started on a computer device of the operator. The browser
Send to the program side.

Thereafter, when the call originated in the outbound business is connected to the customer or when the customer's call is received in the inbound business, the call is assigned to the operator and the customer information presentation on the operator side is performed. Information for identifying the customer to the application applet. Then, the applet for presenting customer information requests the server computer device side for the customer information file specified based on the customer identification information.

Accordingly, necessary information is given to the applet for presenting customer information by triggering the connection of the call to the customer or the termination of the call of the customer, and the applet for presenting the customer information requests the customer information file. Then, the customer information based on the customer information file can be displayed to the operator. Therefore, in presenting customer information to the operator in the call center business, a browser program running on the computer device of the operator is used, and at the time when a change in the state of the call to the customer occurs, related information is promptly displayed. Or update the display.

The present invention does not specifically limit the browser program used in the client PC. For example, “Internet Explorer” manufactured by Microsoft Corporation in the United States may be used. The present invention utilizes a browser program which is generally distributed as described above, and a program necessary for displaying and inputting various information according to the present invention uses an applet which is downloaded from the server device side. I have. Therefore, since it is not necessary to install software related to the call center business in the client PC, it is possible to reduce the labor and cost required for the installation and maintenance related to the software.

[0019]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a block diagram showing the configuration of an embodiment of a call center customer information server device to which the call center customer information system of the present invention is applied.

The server device of the present embodiment first has a PBX (Private Branch eXchange) 14, and the present embodiment is directed to outbound business by predictive transmission, and a predictive dialer main unit for this purpose. 10 and a predictive dialer statistics device 12. In addition, a DB (Data Base) 16 storing information on customers used in outbound business and inbound business.
a, an external device 16 for providing customer information required from the DB 16a and an AP (Applicatio) for presenting customer information to an operator according to the present invention.
n) It has a processing unit 20. The AP processing unit 20 performs a process of providing information on a customer who is currently responding to a call center business operator by telephone, for example (function as an operator information control unit).

The PBX 14 may be an unPBX device or the like, which may be used in recent years. This unPB
X equipment is CTI (Computer Telephony Integratio)
n) A PBX device that is rack mountable with the associated devices and is not itself housed in a housing. Further, a switch corresponding to IP (Internet Protocol) may be used.

First, the predictive dialer main unit 10 has a CTI control unit 10a for making a predictive call using a built-in calling list 10b in which a callee list is stored. The predictive dialer main unit 10 is provided with the CTI control unit 10.
and an intermediate control unit 10c for interfacing the AP with the AP processing unit 20.

Predictive dialer statistics device 12
Has a statistics processing unit 12a for collecting various statistics and a log 12b for storing the statistics in predictive transmission by the predictive dialer main unit 10.

Next, the AP processing section 20 executes HTTP (hype
rtext transfer protocol) relation processing unit 22, session management unit 24, user management unit 25, DB access unit 26, CTI control unit 28, relay thread unit 30
And

The HTTP-related processing unit 22 is a client PC 3 and an administrator PC
1 to perform processing related to HTTP, such as information transfer between the server 1 and the server. The client PC 3 is provided for each operator of the call center business including outbound business and inbound business, and information necessary for such business,
For example, it is used to provide information about a customer who is currently receiving a call by displaying it to an operator.
The administrator PC 1 is used for management of the server device and the like of the present embodiment.

The user management unit 25 is a client PC 3
And the user who logs in from the administrator PC 1 is managed.

Each client PC 3 and administrator PC 1
Between logging in and logging off at,
It is treated as a unit called “session”. The session management unit 24 manages the association between the processing of the browser program of the client PC 3 or the administrator PC 1 and the processing of the AP processing unit 20 in such a “session”. For example, if the browser program goes down for some reason, the session management unit 24 automatically performs the subsequent post-processing.

The DB access unit 26 controls access to the external DB device 16 in which customer information and the like are stored. The customer information stored in the external DB device 16 is stored in the calling list 10 in the CTI control unit 10a.
This is more detailed than the customer information stored in b. The calling list 10b is basically a list of destination customers when making a predictive call.

The CTI control unit 28 controls the CTI related to the pressing of the button on the display screen by the browser program.
Command of the predictive dialer main unit 1
Send to the 0 side.

Client PC (Personal Computer)
3 and the administrator PC 1 are all connected to the server of the present embodiment by a browser program,
Various information is displayed and input by using an applet downloaded from the server device as needed. These client PC3 and administrator PC
1 is connected to the HTTP-related processing unit 22 in the present embodiment.

This embodiment is not specifically limited as the browser program, and may be, for example, "Internet Explorer" manufactured by Microsoft Corporation in the United States.

Next, FIG. 2 is a block diagram showing the configuration of the AP processing unit 20 relating to outbound work in the present embodiment.

For the outbound business, the relay thread unit 30 includes a servlet engine processing unit 32
HTML file creation processing unit 34, HTML file reading processing unit 36, URL table unit 42 and HTML
It has an HTML file storage device 40 having a file storage unit 44, an HTML file deletion processing unit 38, and an event reception processing unit 50.

In the client PC 3, a browser program 4 is operated, whereby a CRT (Cathod
e Ray Tube) to display the display screen and make various inputs. Further, in the client PC 3, the applet 6 can be downloaded from the servlet engine processing unit 32 to display a display screen on a CRT or to make various inputs. When the applet 6 is used, relatively complicated processing becomes possible. The servlet engine processing unit 32 stores the applet 6 used in the present embodiment.

The operation of the present embodiment in outbound business by predictive transmission will be described below.

First, an operator of an outbound service starts the client PC 3 in his / her own seat and operates the browser program 4 when starting the service. Then, the browser program 4 connects to the HTTP-related processing unit 22 to perform a logon operation. When a logon operation is performed, the servlet engine processing unit 32 provides the information of the customer who is responding to the operator in the outbound business, and the applet 6 used when realizing the following functions is transmitted from the servlet engine processing unit 32 to the operator. The applet 6 is read by the client PC 3 and operates.

In the present embodiment, the CTI control unit 10a of the predictive dialer main unit 10 transmits the predictive call in the outbound service to the CTI control unit 10a.
This is performed based on a calling list 10b built in the control unit 10a. When the CTI control unit 10a makes a call to a customer on the calling list 10b, the CTI control unit 10a transmits a "prefetch data notification" to the HTML file creation processing unit 34.

FIG. 3 is a flowchart showing a process relating to the prefetch data notification in the present embodiment.

At step 110 in FIG. 3, the HTML file creation processing unit 34 receives the above-mentioned “prefetch data notification” in the format shown in FIG.
As shown in FIG. 4, the "read-ahead data notification" includes at least a "destination telephone number", a "customer name", a "customer address", a "customer postal code", and a "customer identification number". Contains. "Prefetch data notification" including these information
Is within the range of information in the calling list 10b.
Generated by the TI control unit 10a. "Customer identification number"
Is, for example, a member number of a customer or a past inquiry number.

When the "prefetch data notification" is received, in the following step 112, the "call destination telephone number" included in the "prefetch data notification" is extracted. Step 11
In step 4, the external DB device 16 is accessed via the DB access unit 26 using the destination telephone number as a search key, and information about the customer of the destination telephone number is obtained.
The information acquired here is more detailed information on the customer than the information included in the above-mentioned “prefetch data notification”.
Alternatively, only the information included in the "prefetch data notification" may be used as the detailed information.

In step 116, based on the detailed customer information, a customer information file handled in accordance with the HTML rules is created, and the created customer information file is stored in the HTML file storage unit 44 (HTML file creation). At the same time, in step 116, the URL indicating the storage location of the customer information file is stored in the URL table in the URL table unit 42.

FIG. 5 is a diagram showing a URL table according to the present embodiment.

The URL table section 42 is used to read out a customer information file (HTML file), and indicates information for distinguishing individual transmissions and storage locations of the customer information files (HTML files) of these transmissions. U
A URL table that associates the RL with the URL is stored.

In FIG. 5, the URL table section 42
3 shows an example URL table provided in. In FIG. 5, information for distinguishing between individual calls is used as a search key, and a destination telephone number such as "0312345678" is stored as an example. Further, in FIG. 5, "/ www / us"
r / 0312345678. html ”and other HTML
A URL indicating a storage location of the customer information file in a file format is stored.

As described above, the CTI control unit 10a transmits a call to a customer on the calling list 10b as a predictive transmission in outbound business. When the customer picks up the telephone, the call originating in this manner is received and connected to the customer's telephone. The incoming call can be detected by the PBX 14 in the present embodiment.

FIG. 6 is a flowchart showing processing after a call arrives at the customer side when a predictive call is made in the outbound business according to the present embodiment.

When the PBX 14 detects that a call has arrived at the customer side during the outgoing predictive outgoing call, an "incoming information notification" having the format shown in FIG. . As shown in FIG. 7, "notification of incoming call information" includes "calling destination telephone number" which is a telephone number of a calling customer in the outbound business, and the call after the outgoing call arrives at the customer side. And the “telephone extension number” which is the telephone number of the operator to which the PBX 14 is connected.
The notification of the incoming call information is sent from the PBX 14 to the event reception processing unit 50.

In step 122 of FIG. 6, the notification of the incoming information sent in this way is received by the event reception processing unit 50. In the event reception processing unit 50, the “destination telephone number” and the “destination extension number” included in the incoming call information notification are read. When receiving the notification of the incoming call information, the event reception processing unit 50 refers to the table information as shown in FIG. 8 and refers to the table information as shown in FIG. IP (Internet Protoc
ol) Identify the address.

In step 124, the event reception processing unit 50 sends the information via the HTTP-related processing unit 22
The same notification as the incoming call notification is sent to the applet 6 of the client PC 3 used by the operator. That is, a notification including at least the above-mentioned “destination telephone number” is sent.

In step 126, upon receiving the notification, the applet 6 sends a message to the browser program 4
Using the “destination telephone number” as a search key, a request is made to the server device for information. Then, in response to the request, the browser program 4 sends a notification requesting information to the server device side, including the “destination telephone number” as a search key.

In step 130, on the server side, the HTML file reading processing section 36 refers to the URL table as shown in FIG. 5 provided in the URL table section 42 based on the "destination telephone number" of the notification. The URL corresponding to the "destination telephone number" is read. Then, the HTML file reading processing unit 36 outputs the HTML
The corresponding customer information file (HT) stored at the address indicated by the URL in the file storage unit 44
ML file).

In step 132, the read customer information file is sent from the HTML file read processing unit 36 to the HT
The data is transferred to the browser program 4 via the TP-related processing unit 22 and others. Then, in step 134, the browser program 4 executes processing for the received customer information file. As the processing, for example, information included in the customer information file is displayed on a screen.

According to the screen display, an operator who is logged in to the outbound service and receives a call received by the predictive call to the customer side is assigned to the external DB device 16 relating to the customer. The stored customer information can be displayed.

For example, when the operator logs in the outbound service, a screen as shown in FIG. 9 is displayed on the CRT of the client PC 3 in his / her own seat. Then, for a call received by the predictive call to the customer side and for the call connected by the PBX 14, information on the customer can be displayed on the CRT as shown in FIG.

FIG. 11 shows the HTML according to the present embodiment.
9 is a flowchart illustrating processing in a file deletion processing unit 38.

As described above, when the CTI control unit 10b of the predictive dialer main unit 10 makes a predictive call, the HTML file creation processing unit 34
The URL table data is written in the RL table unit 42, and the customer information file is written in the HTML file storage unit 44. In addition, the data and files written in this manner are used when the operator has responded to the customer, when the customer is busy and unable to connect and has redialed a predetermined number of times, or when the customer is absent and the operator does not respond. If not, it will not be used again.

Such unnecessary data and files are deleted by the HTML file deletion processing unit 38 by the processing shown in FIG.

In FIG. 11, first, at step 152,
It is determined whether a predetermined cycle time has elapsed. If it has, the process proceeds to step 154.

In step 154, the URL table unit 4
In the second URL table, data whose predetermined deletion time has elapsed is deleted. The HTML file storage unit 44
, The customer information file for which a predetermined deletion time has elapsed is deleted. The deletion time is longer than the time when the operator responds to the customer, the time when the customer is busy and cannot be connected, and redials a predetermined number of times, or the time when the customer continues to call even if the customer is absent.

At step 156, the relay thread unit 30
It is determined whether the function according to the present invention has been completed. If it is determined that the processing has not been completed, the processing from step 152 described above is repeated. If it is determined that the processing has been completed, the processing in FIG. 11 is completed.

In the outbound business of the present embodiment, the storage capacity of the URL table section 42 and the HTML file storage section 44 can be effectively used by the processing of the HTML file deletion processing section 38 as described above.

Next, FIG. 12 is a block diagram showing the configuration of the AP processing unit 20 relating to inbound business in the present embodiment.

For the inbound business, the relay thread unit 30 includes the servlet engine processing unit 32 and the HT
ML file creation processing unit 52 and event reception processing unit 5
0.

Client PC 3 for inbound business
In this case, the browser program 4 is operated to display a display screen on the CRT and make various inputs. Further, in the client PC 3, the applet 6 can be downloaded from the servlet engine processing unit 32 to display a display screen on a CRT or to make various inputs. When the applet 6 is used, relatively complicated processing becomes possible. The servlet engine processing unit 32 stores the applet 6 used in the present embodiment.

Hereinafter, the operation of the present embodiment in the inbound business will be described.

First, the operator of the inbound business
When starting the work, the client PC 3 at the operator's seat is started up and the browser program 4 is operated. Then, the browser program 4 connects to the HTTP-related processing unit 22 to perform a logon operation. Upon performing the logon operation, the servlet engine processing unit 32 provides the information of the customer who is dealing with the operator in the inbound business. The applet 6 is read by the client PC 3 and operates.

FIG. 13 is a flowchart showing the processing after a call in the inbound business in this embodiment arrives at the call center.

Also in the inbound business, when the PBX 14 detects that a call has arrived at the customer side, an “incoming information notification” in the format shown in FIG. 7 is generated in the PBX 14. As shown in FIG. 7, "notification of incoming call information" includes "destination telephone number", which is the telephone number of the destination customer in the inbound business, and the call after the outgoing call arrives at the customer side. Allocate PBX
14 includes the "telephone extension number" which is the telephone number of the connected operator. The notification of the incoming call information is
X14 is sent to the event reception processing unit 50.

In step 172 of FIG. 13, the notification of the incoming information sent as described above is sent to the event reception processing unit 50.
Is received at In the event reception processing unit 50, the “destination telephone number” and the “destination extension number” included in the incoming call information notification are read. Further, when receiving the notification of the incoming call information, the event reception processing unit 50 refers to the table information as shown in FIG. IP (InternetProtoco
l) Identify the address.

Then, in step 174, the event reception processing unit 50 passes through the HTTP-related processing unit 22 to
The same notification as the incoming call notification is sent to the applet 6 of the client PC 3 used by the operator. That is, a notification including at least the above-mentioned “destination telephone number” is sent.

In step 176, upon receiving the notification, the applet 6 sends a message to the browser program 4.
Using the “destination telephone number” as a search key, a request is made to the server device to request information. Then, in response to the request, the browser program 4 sends a notification requesting information to the server device side, including the “destination telephone number” as a search key.

In step 180, on the server side, the HTML file creation processing section 52 accesses the external DB apparatus 16 via the DB access section 26 using the "destination telephone number" of the notification as a search key. Get information about the customer at the destination phone number. Further, based on the detailed customer information, a customer information file to be handled in accordance with the HTML rules is created.

At step 182, the created customer information file is sent from the HTML file creation processing unit 52 to the HTTP server.
It is transferred to the browser program 4 via the relation processing unit 22 and others. Then, in step 184, the browser program 4 executes a process on the received customer information file. As the processing, for example, information included in the customer information file is displayed on a screen.

According to the screen display, the user who is logged in to the inbound service, is assigned the call received from the customer, and is connected to the PBX 14 and is stored in the external DB device 16 relating to the customer. Customer information can be displayed.

For example, when the operator logs in in the inbound service, a screen as shown in FIG. 9 is displayed on the CRT of the client PC 3 in his / her own seat. Then, for a call actually received from a customer and connected by the PBX 14, information on the customer can be displayed on the CRT as shown in FIG.

As described above, according to the present embodiment, the present invention can be effectively applied. Therefore, by presenting customer information to the operator in the call center business,
In addition to using a browser program operating on the computer device of the operator, the related information can be promptly displayed or updated when a change in the state of the call to the customer occurs.

[0078]

According to the present invention, in presenting customer information to an operator in a call center operation, a browser program running on a computer device on the operator side is used, and when a call state change or the like for a customer occurs, The related information can be displayed or the display can be updated promptly.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of an embodiment of a call center customer information server device to which a call center customer information system of the present invention is applied.

FIG. 2 is a block diagram showing a configuration of an AP processing unit relating to outbound work in the embodiment.

FIG. 3 is a flowchart showing processing related to prefetch data notification in the embodiment.

FIG. 4 is a diagram showing a format of a prefetch data notification in the embodiment.

FIG. 5 is a diagram showing a URL table in the embodiment.

FIG. 6 is a flowchart showing processing after a call arrives at a customer side when a predictive call is made in an outbound business in the embodiment.

FIG. 7 is a diagram showing a format of an incoming call notification in the embodiment.

FIG. 8 is a diagram showing a table for obtaining the IP address of the operator's client PC from the destination extension of the operator's telephone in the embodiment.

FIG. 9 is a diagram illustrating an example of a display screen of a client PC in a seat at the time when an operator logs in in the embodiment.

FIG. 10 is a diagram showing an example of a display screen of a client PC on which information regarding a customer is displayed in the embodiment.

FIG. 11 is a flowchart showing processing in an HTML file deletion processing unit in the embodiment.

FIG. 12 is a block diagram showing a configuration of an AP processing unit relating to inbound business in the embodiment.

FIG. 13 is a flowchart showing processing after a call in the inbound business in the above embodiment arrives at the call center;

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 ... Administrator PC 3 ... Client PC 10 ... Predictive dialer main unit 10a ... CTI control unit 10b ... Calling list 12 ... Predictive dialer statistical device 12a ... Statistical processing unit 12b ... Log 14 ... PBX 16a ... DB 16 ... DB External device 20 AP processing unit 22 HTTP-related processing unit 24 Session management unit 25 User management unit 26 DB access unit 28 CTI control unit 30 Relay thread unit 32 Servlet engine processing unit 34 HTML file creation Processing unit 36 HTML file reading processing unit 38 HTML file deletion processing unit 40 HTML file storage unit 42 URL table unit 44 HTML file storage unit 50 Event reception processing unit 52 HTML file creation processing unit

Claims (5)

[Claims] When an operator starts an outbound business in which a call is sent to a customer on a public telephone line network and handles the outbound business, a server server waits after a login notification is received from a browser program started on a computer device on the operator side. Sending the applet for presenting customer information from the computer device side to the browser program side, creating a customer information file to be handled in accordance with the HTML rules at the time of transmission, and a URL indicating the storage location of the customer information file of the transmission;
Is associated with a URL that indicates the storage location of the customer information file for each of the transmissions.
When the outgoing call is connected to a customer, the call is assigned to an operator, and information for identifying the customer is notified to the customer information presenting applet on the operator side. The applet for presenting customer information requests the server computer device side for the customer information file specified based on the customer identification information, and the server computer device side responds to the customer information file based on the request and the URL table. Obtaining a file, returning the file to the applet for presenting customer information, and displaying the contents of the customer information file to an operator under a browser program. . 2. When an operator starts an inbound business in response to a call received from a customer in a public telephone line network, a server is provided after a login notification is received from a browser program started on a computer device of the operator. Sending a customer information presenting applet from the computer device side to the browser program side, and assigning the call to an operator when a customer's call arrives; The applet for presenting customer information requests the server computer device side for the customer information file specified based on the customer identification information, and the server computer device side transmits the request. Based on the HT
In addition to creating a customer information file to be handled in accordance with the rules of the ML, the customer information file and the URL indicating the storage location of the customer information file are returned to the customer information presentation applet, and the customer information file is transmitted to the customer information presentation applet under a browser program on the operator side. A method of presenting call center customer information, wherein the contents of a customer information file are displayed to an operator. 3. When an operator starts an outbound business in which a call is sent to a customer in a public telephone line network and handles the outbound business, a server server waits after a login notification is received from a browser program started on a computer device on the operator side. A servlet engine processing unit for sending an applet for presenting customer information from the computer device side to the browser program side; an HTML file creation processing unit for creating a customer information file to be handled in accordance with the HTML rules at the time of transmission; A URL table unit for associating information for distinguishing the transmission with a URL indicating the storage location of the customer information file of the transmission, an HTML file storage device comprising the customer information file storage unit, and the outgoing call connected to the customer At the time, the operating An event reception processing unit for notifying the customer information presenting applet of the information for identifying the customer, and specifying the customer information presenting applet on the basis of the customer identifying information requested by the customer information presenting applet. HTM for reading customer information file and replying to the customer information presentation applet
A call center customer information presentation server device comprising: an L file read processing unit; and displaying the contents of the customer information file to the operator under a browser program on the operator side. 4. A computer program for implementing the call center customer information presentation method according to claim 1 or the call center customer information presentation server device according to claim 3. 5. A computer-readable recording medium in which the computer program according to claim 4 is stored.