JP3257806B2 - Automatic incoming call distribution system and automatic incoming call distribution method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a system for automatically setting the number of members of an automatic call distribution group, for example, when receiving orders from general consumers by telephone in the mail order business of foodstuffs, specialty products, etc. , in order to achieve efficiency improved by equalizing the call load attendant operator, termination automated dispensing being implemented by the telephone exchange (ACD, automatic Cal l
Distribution) system .

[0002]

2. Description of the Related Art For example, as shown in FIG.
A plurality of telephones T1 to T32 constituting a plurality of groups are connected to an exchange 50 such as X, and an automatic call distribution unit (AC) is provided so that incoming calls for each telephone in each group become equal.
D section) 51 is provided.

Then, as shown in FIG.
1 to T10, the telephones T11 to T22 set the receptionists of the business B, and the telephones T23 to T32 set the receptionists of the business C.

Conventionally, in order to set a group for a receptionist, first, group IDs (A1, A2, A3,..., B1) are set for each reception business (A, B, C,...). , B2, B3 ・
.., C1, C2, C3...) Are set in advance.

[0005] If the receptionist inputs the ID of "Ax", the incoming call is automatically distributed to the line number of the business A, and the incoming call is automatically distributed to the line number of the business B if the ID of "Bx" is input. Automatic distribution of incoming calls is performed. For example, in order to assign the telephone sets T31 and T32 assigned to the operation C to the operation A, the ID of the telephone set T31 is changed to A11.
First, it is necessary to input the ID of the telephone T31 into A12. That is, as an operation for changing the number of people in the group, an operation of inputting the ID of the recipient is required. Here, the business A is, for example, a food product, the business B is, for example, a special product, and the business C is, for example, clothing.

[0006]

Therefore, in the above-mentioned conventional system, advertisement of a specific product in a mail order or the like is carried out, for example, on a TV.
When the number of incoming calls on a particular line (for example, a dial-in line) suddenly increases or fluctuates significantly after the program has been broadcast, etc., the receptionist himself / herself Had to deal with peak traffic by manually inputting IDs.

Furthermore, in order to issue a business ID input instruction to the receptionist, it is necessary to have a dedicated person for statistical processing and judgment of the incoming telephone number (DID). Was.

It is therefore an object of the present invention predicts traffic (incoming call) the amount corresponding to the business, the incoming call automatic fraction distribution which enables automatically changing the number of groups corresponding to the business
To provide a system.

[0009]

SUMMARY OF THE INVENTION To achieve the above object, the present invention provides an automatic call distribution system for automatically distributing incoming calls.
In arranging the stem, and calculates the traffic monitoring means for collecting the incoming call corresponding to the called party telephone number as traffic information, the time zone and the amount of traffic at the peak of the incoming call to each business from the traffic information, the Statistical processing means for calculating the number of groups of called telephones for each business;
A incoming call Auto Prep arranged stem, characterized in that it and a group phone setting means for notifying the automatic incoming call distribution setting means the group number from the statistical processing unit.

Further, the present invention provides an automatic incoming call distribution system , characterized in that the automatic call distribution setting means sets the number of business groups based on the number of groups notified from the group setting unit. is there.

Further, the present invention is, in incoming ACD method for automatically distributing incoming calls, whether there is a change of the incoming call based on the number of operators per business set in the incoming traffic as well as automated dispensing A first step of monitoring, and a second step of changing a set value of the number of operators for each job according to a change in the incoming traffic when there is a change in the incoming traffic; wear, characterized in that it comprises a third step of performing an incoming ACD process according to the number of setting values
This is an automatic call distribution method. Further, the present invention is the automatic incoming call distribution method, characterized in that the first step includes a step of displaying to the terminal which business is in charge.

[0012]

An embodiment of the present invention will be described with reference to FIGS. FIG. 2A is a configuration diagram of an embodiment of the present invention, and FIG.
FIG. 3 is an explanatory diagram of a notification control command between the exchange and the business processing computer, FIG. 3 is a schematic explanatory diagram of the operation of the present invention, and FIG. 4 is an explanatory diagram of the operation of the business processing computer in the present invention.

In FIG. 2, the same symbols as those in the other figures indicate the same parts. Reference numeral 1 denotes a public network to which customer line telephones t1 to tm are connected. The exchange 2 is connected to receiving telephones T1 to Tn, and has a traffic monitoring unit 5 and an ACD incoming call distribution table 10. ACD incoming call distribution table 10
Is provided for each of the services A, B, C,..., The receiving telephones belonging to each are registered in correspondence with the ID, and the number of times of use, the usage time, etc. are entered for each receiving telephone. ing.

Reference numeral 3 denotes a business processing computer, which is an order receiving / ordering application 6 for performing order receiving processing based on a customer's order.
(Corresponding to the order processing unit 6 in FIG. 1), an analysis prediction application 7 (corresponding to the statistical processing unit 7 in FIG. 1) which analyzes past incoming traffic data and predicts incoming calls, ACD group management A group telephone setting unit 8 for setting a group, a television broadcast schedule management unit 1 for managing when and what product is to be advertised on the television.
1, a line control / communication control unit 12 is provided.

Reference numeral 4 denotes an ACD setting unit, which rewrites the ACD incoming call distribution table 10 and performs group setting.
And a computer communication means for communicating with the business processing computer 3. Note that P1
Pn is a computer terminal, which has a display and input means, and is provided corresponding to the receiving telephones T1 to Tn.

As shown in FIG. 2B, the incoming call information for the service of the exchange 2 is notified to the service processing computer 3 by the ACD operation status notification command, and the number of groups constituting each service is changed. At this time, the operation processing computer 3 sends the ACD setting unit 4 with the operator number setting command.
Will be notified.

In the ACD operation status notification command, a command name and information sections 1 to 3 are written. In the information section 1, the group ID and the number of operating telephones on the receiving side are entered.
In the information section 2, data on an increase in the number of incoming calls, data on average call duration and other traffic information are entered, and in the information section 3, additional information is entered.

In the operator number setting command, a command name and information sections 1 to 3 are also written. In the information section 1, a group ID and the number of set operators are written. In the section 2, operator ID information is entered, and in the information section 3, additional information is entered.

The schematic operation of the present invention will be briefly described with reference to FIG. When the exchange 2 is put into order, the exchange 2
The setting unit 4 sends the AC to the business processing computer 3.
D The operation status notification command is notified.

Thus, in the business processing computer 3, the group telephone setting unit 8 sets the number of operators for the business, and the business processing computer 3 creates an operator number setting command and sets the ACD setting unit. 4 and the group telephone setting unit 8 displays which business is in charge of the terminal. Also, the ACD setting unit 4 receives the ACD incoming call distribution table 10 for each service by the operator number setting command.
Is created, and ACD processing is performed based on this.

When advertising the start of an order for a specific product using a mass media such as a TV, the business processing computer 3 determines the tendency of the order for the specific product, especially the number of operators required at the time of a peak. It is estimated and determined from statistical data such as actual results, and this is determined by the ACD using the operator number setting command.
The setting unit 4 is notified.

Thus, the group setting section 9 of the ACD setting section 4 changes the ACD incoming call distribution table 10 of the exchange 2 to increase the number of operators. At this time, the order receiving task in charge is displayed on the changed display surface of the terminal, so that the receptionist can recognize his / her order receiving task.

After that, if the incoming call passes the peak, the traffic reduction is notified to the business processing computer 3. Accordingly, the appropriate number of operators is calculated again, and the number of operators of the exchange 2 is calculated. Set changes. The operation of the business processing computer 3 according to the present invention will be described with reference to FIG.

When the exchange 2 is operating, an operation information signal is transmitted from the ACD setting unit 4 to the line control / communication control unit 12. As a result, in the business processing computer 3, the group telephone setting unit 8 sets the number of operators for the business, and the business processing computer 3 creates an operator number setting command and notifies the ACD setting unit 4. In addition, the group telephone setting section 8 displays which business is in charge of the terminal. The group setting unit 9 of the ACD setting unit 4 creates an ACD incoming call distribution table 10 for each service in accordance with the operator number setting command, and performs ACD processing based on the table.

The group telephone setting unit 8 monitors whether there is a change in the incoming traffic by using the ACD operation status notification command, and notifies the TV broadcast schedule management unit 11 when there is a change. It is checked whether or not the business in which the incoming traffic has changed is after the advertisement of the product.

After the advertisement of the product, the type is recognized, and the analysis prediction application 7 checks whether the current traffic of the product exceeds the past threshold value. Then, the past value of the ACD group number of the product is referred to. Then, the order receiving status from the computer terminal P is determined, and the number of operators of the group, that is, the set value is determined.

Thus, the business processing computer 3 creates a command for setting the number of operators, sends the number of operators required for the ACD setting unit 4 via the line control / communication control unit 12 and the group configuration data. Notification. In the ACD setting section 4, the group setting section 9 changes a predetermined ACD incoming call distribution table 10 based on the ACD setting section 9 to cope with an increase in incoming calls. The group telephone setting unit 8 notifies the receptionist whose business has been changed by the change by displaying the new business on the display surface of the computer terminal. In this way, when all the orders are no longer in operation, the operation ends.

When the exchange 2 determines that the incoming call has passed the peak and the load on the receptionist on the receiving side has decreased, it notifies the business processing computer 3 of this. Thus, the business processing computer 3 recalculates an appropriate number of operators based on the notification information and notifies the new number again (decreased from the previous time). Based on this, a predetermined ACD incoming call distribution table 10
To change. At this time, the number of receptionists assigned to other jobs can be increased.

[0029]

The number of the receptionist who has been limited in accordance with the present invention, according to the present invention in each business, also, for each time zone reaches its peak, suitable
It is possible to set a switching of operator number of groups automatically, without the burden of group instruction input operation by the operator himself, easily compatible peaks for incoming calls, can be flexibly. Also shows the tasks to be assigned to the terminal.
Staff can correctly recognize their ordering work.
Wear. As a result, significant business effects such as improvement of services to general consumers and increase in the amount of orders are obtained.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating the principle of the present invention.

FIG. 2A is a block diagram of an embodiment of the present invention, and FIG. 2B is a notification control command between an exchange and a business processing computer.

FIG. 3 is a schematic diagram illustrating the operation of the present invention.

FIG. 4 is an explanatory diagram of the operation of the business processing computer according to the present invention.

FIG. 5 is an explanatory diagram of a conventional example.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Public network 2 Exchange 3 Business processing computer 4 Automatic call distribution (ACD) setting part

Continuation of the front page (56) References JP-A-1-162064 (JP, A) JP-A-64-60143 (JP, A) JP-A-63-209262 (JP, A) JP-A-62-45260 (JP , A) Japanese Patent Laid-Open No. 1-162061 (JP, A) (58) Fields investigated (Int. Cl. ⁷ , DB name) H04M 3/42-3/64

Claims (3)

(57) [Claims] 1. Automatic incoming call distribution for automatically distributing incoming calls
In arranging the stem, and traffic monitoring means for collecting the incoming call corresponding to the called party directory number associated with each work as traffic information, time zone as the peak of the incoming call to each business from the traffic information and traffic And a group telephone setting unit for notifying the automatic call distribution setting unit of the number of groups from the statistical processing unit. incoming call auto Prep arranged stem, characterized in that the. 2. The automatic incoming call distribution system according to claim 1, wherein said automatic incoming call distribution setting means sets the number of groups of said service based on said number of groups notified from said group telephone setting unit. It placed the stem. 3. An incoming call automatic distribution method for automatically distributing incoming calls , wherein each of the incoming call side telephone numbers determined for each set business is supported.
The first method is to automatically distribute incoming calls based on the number of operators who make calls and to monitor whether there is a change in incoming traffic.
And a second step of, when the incoming traffic changes, changing a set value of the number of operators for each service according to the change of the incoming traffic. Thereafter, the set value of the changed number of operators Wear according to
And a third step of performing an automatic call distribution process.