Title: Automatic call distribution system and method
Abstract: A method and system for automatically distributing calls from calling parties to agents in a telephonic service provider facility, in which a database associates specific calling parties with specific agents. An identifier of a calling party is compared to identifiers in the database and the calling party is connected to the agent with whom the calling party has been associated if the identifier matches one in the database. If the identifier of the calling party does not match one of the identifiers in the database, a voice message is provided to the calling party to urge the calling party to provide a further identifier, which is then compared to the identifiers in the database. If the further identifier matches one of the identifiers in the database, the calling party is connected to the agent with whom the calling party has been associated.
Patent Number: 6,870,924 Issued on 03/22/2005 to Ukon
| Inventors:
|
Ukon; Shinichi (Tokyo, JP)
|
| Assignee:
|
NEC Corporation (Tokyo, JP)
|
| Appl. No.:
|
690727 |
| Filed:
|
October 18, 2000 |
Foreign Application Priority Data
| Oct 19, 1999[JP] | 11-296901 |
| Current U.S. Class: |
379/265.02; 379/88.19; 379/88.2 |
| Intern'l Class: |
H04M 003//00 |
| Field of Search: |
379/88.12,88.19,88.2,207.15,211.03,265.02,265.11
370/270,352
|
References Cited [Referenced By]
U.S. Patent Documents
| 5268958 | Dec., 1993 | Nakano | 379/246.
|
| 5329523 | Jul., 1994 | Saito et al. | 370/270.
|
| 5450482 | Sep., 1995 | Chen et al. | 379/230.
|
| 5537470 | Jul., 1996 | Lee | 379/265.
|
| 5703943 | Dec., 1997 | Otto | 379/265.
|
| 5748723 | May., 1998 | Hanai et al. | 379/265.
|
| 5857018 | Jan., 1999 | Sumner et al. | 379/265.
|
| 5870464 | Feb., 1999 | Brewster et al. | 379/219.
|
| 5914951 | Jun., 1999 | Bentley et al. | 370/352.
|
| 5920621 | Jul., 1999 | Gottlieb | 379/112.
|
| 6324263 | Nov., 2001 | Sherwood et al. | 379/88.
|
| 6332021 | Dec., 2001 | Latter et al. | 379/142.
|
| Foreign Patent Documents |
| 2 329 551 | Mar., 1999 | GB.
| |
| 6-232982 | Aug., 1994 | JP.
| |
| A 10-51550 | Feb., 1998 | JP.
| |
| A 11-98252 | Apr., 1999 | JP.
| |
Primary Examiner: Bui; Bing Q.
Attorney, Agent or Firm: Young & Thompson
Claims
What is claimed is:
1. An automatic call distribution system, comprising:
a called party individual call number registration section, a caller
specification number recognition section, a call preferential connection
information inquiry section, a call preferential connection information
database, a call connection processing section, a call connection
auxiliary processing section, a control processing section, a call
connection information automatic recognition section, a call preferential
connection information storage section, and an attendant board group
including a plurality of attendant boards;
said called party individual call number registration section registering
called parties who can respond to a call terminating at said attendant
board group, said called party individual call number registration section
further registering called party individual call numbers for calling a
called party for which call control is to be performed;
said caller specification number recognition section including caller
specification number automatic recognition processing means for
automatically recognizing a number for specifying a caller sent thereto
from the caller, and caller specification number input value recognition
processing means for urging, when the number for specifying a caller
cannot be recognized automatically, the caller to input a number for
specifying the caller separately and recognizing a caller specification
number sent thereto from the caller;
said call preferential connection information inquiry section performing
processing of inquiring said call preferential connection information
database about a caller specification number recognized by said caller
specification number recognition section and calling, when a coincident
caller specification number is present in said database, a caller party
individual call number registered in pair with the caller specification
number;
said call preferential connection information database storing call
preferential connection information including caller specification numbers
and called party individual call numbers;
said call connection processing section performing processing of
preferentially connecting a call from a caller to a called party
individual call number called by said call preferential connection
information inquiry section, said call connection processing section
controlling, when said call connection processing section cannot perform
such preferential connection, said call connection auxiliary processing
section to perform wait processing;
said call connection auxiliary processing section performing, when a called
party to which said call connection processing section tries to
preferentially connect a call in the call connection processing thereof is
busy or in a termination rejection state and is not in an immediately
connectable state, processing of notifying the caller that call
distribution to the preferential connection called party is being waited
for;
said call connection information recognition section performing, when said
call preferential connection information inquiry section asks said call
preferential connection information database about a caller specification
number recognized by said caller specification number recognition section
and finds out, as a result, that the caller specification number is not
registered, automatic recognition processing of a set of the caller
specification number and a called party individual call number of a called
party who responds to the call as new call preferential connection
information for determining the set of the caller specification number and
the called party individual call number as an exclusive called party for a
next call from the same caller; and
said call preferential connection information storage section storing call
preferential connection information recognized by said call connection
information automatic recognition section into said call preferential
connection information database.
2. An automatic call distribution system according to claim 1, further
comprising a caller specification number pre-registration section for
registering a caller number in advance, and a call preferential connection
information registration section for registering, when a call from a
caller who has a caller specification number registered in advance in said
caller specification number pre-registration section terminates, the call
preferentially to the called party individual call number registered in
said called party individual call number registration section.
Description
BACKGROUND OF THE INVENTION
1. Field of the Invention
This invention relates to an automatic call distribution system and method
wherein, when a large number of calls terminate at a private branch
exchange, the terminating calls are distributed automatically to a
plurality of extension terminals or called parties, and more particularly
to a system and a method by which an incoming call is connected
preferentially to a specific called party.
2. Description of the Related Art
An automatic call distribution system of the type mentioned is
conventionally known and disclosed in Japanese Patent Laid-Open No.
232982/1994 wherein, in order to terminate a call at a pilot extension
line from an exchange and route the call from the pilot extension line to
a free extension line of an extension line group, an extension line group
of the routing destination is provided corresponding to the pilot
extension line, and a priority is applied to the extension lines which
form the extension line group or a priority is applied to a plurality of
extension groups and a call terminating at the pilot extension line is
routed to a free extension line based on the priority.
In the conventional call distribution control system described above, a
priority is applied to agents or extension terminals of each extension
line group and ACD calls are distributed to free agents in accordance with
the priority. In particular, for example, a comparatively great number of
incoming calls are distributed to an agent which has a comparatively high
priority level and a comparatively high priority level is applied to a
skilled person or a full-service person so that the transfer number of ACD
calls which are terminated at each agent can be controlled in accordance
with the degree of the skill or the degree of the full-service thereby to
allow efficient and fine services. Further, a skilled agent who is ready
for a plurality of works is allocated with a predetermined priority to a
plurality of extension line groups so that the skilled agent can be
utilized sufficiently and efficient fine services are allowed.
Furthermore, by designating a plurality of extension line groups based on
a routing table to search for free agents in accordance with the priority,
even when calls are concentrated upon one extension line group, the calls
are terminated at agents of the other extension line groups to provide
services to callers.
However, since agents who are skilled in the work are disposed in a
priority within one extension line group or a plurality of groups and ACD
calls are distributed in number in accordance with the priority but a
corresponding agent corresponding to each caller is not fixed, that is, a
full-service agent is not fixed for each caller, when an ACD call is
originated from the same caller again or when an ACD call is terminated
again after a call is interrupted during talking, the same agent may not
necessarily respond to the ACD call, and consequently, the caller is
obliged to explain contents of the inquiry from the beginning.
Consequently, a surplus burden is imposed on the caller, and not only
deterioration in service is invited, but also the efficiency of use of
circuits drops.
SUMMARY OF THE INVENTION
It is an object of the present invention to provide an automatic call
distribution system wherein a full-service called party can respond to ACD
calls from the same caller.
In order to attain the object described above, according to an aspect of
the present invention, there is provided an automatic call distribution
system for terminating an ACD call which is an inquiry call from an
unspecific caller to a predetermined called party to provide various
response services, comprising a database in which caller specification
numbers for specifying callers and called party individual call numbers
for specifying called parties are registered in a corresponding
relationship to each other so that an ACD call from a certain specific
caller may terminate at a specific called party, and a called party
individual ACD call control processing section for searching, when an ACD
call is received, for a called party individual call number corresponding
to a caller specification number for specifying the caller of the ACD call
from the database and connecting the ACD call with the called party
individual specification number.
Preferably, the automatic call distribution system further comprises call
preferential connection information registration means for storing call
preferential connection information including a caller specification
number for specifying a caller and a called party individual call number
of a called party to which an ACD call from the caller is to be connected
preferentially into the database.
Otherwise, the automatic call distribution system may further comprise
means for recognizing a caller specification number form an ACD call, call
preferential connection information inquiry means for inquiring the data
base about the recognized caller specification number and reading out a
called party individual call number corresponding to the caller
specification number, and call connection means for performing connection
processing of the ACD call preferentially to the called party individual
call number read out by the call preferential connection information
inquiry means.
The call connection means may include means for performing, when the called
party of the called party individual call number read out by the call
preferential information inquiry means is busy or in a termination
rejection state and the ACD call cannot be connected preferentially to the
called party, wait processing of the ACD call for the called party of the
called party individual call number and signaling a speech guidance for
notification to the caller that the called party of the destination of the
preferential connection cannot respond and is in a wait state.
As an alternative, the call connection means may include means for
performing, when the called party of the called party individual call
number read out by the call preferential information inquiry means is busy
or in a termination rejection state and the ACD call cannot be connected
preferentially to the called party, wait processing of the ACT call for
the called party of the called party individual call number,
discriminating whether or not connection to a called party other than the
called party of the called party individual call number is possible, and
connecting the ACD call in the wait processing state to the called party.
As another alternative, the call connection means may include means for
performing, when the called party of the called party individual call
number read out by the call preferential information inquiry means is busy
or in a termination rejection state and the ACD call cannot be connected
preferentially to the called party, wait processing of the ACT call for
the called party of the called party individual call number,
discriminating whether or not connection to a called party other than the
called party of the called party individual call number is possible, and
connecting, when the connection is possible, the ACD call in the wait
processing state to the called party, but performing, when the connection
is not possible, wait processing of the ACD call for the called party
other than the called party of the called party individual call number and
further discriminating the possibility of connection successively to other
called parties to connect the ACD call.
When the called party of the called party individual call number read out
by the call priority information inquiry means is in a termination call
non-connection state wherein the called party is busy or in a termination
rejection state and the ACD call cannot be connected preferentially to the
called party, the call connection means may perform called party
individual ACD call control processing for connecting the ACD call in a
unit of a called party individual or split individual ACD call control
processing for terminating the ACD call in a unit of an ACD split.
The automatic call distribution system may further comprise call
preferential connection information storage means for recognizing, when an
ACD call is connected to a called party by the call connection means to
establish a talking state, the caller specification number and a called
party individual call number of a called party who responds to the ACD
call as call preferential connection information and storing the call
preferential connection information into the database.
Preferably, the automatic call distribution system further comprises
specific caller call preferential connection information registration
means for determining a full-service called party who should respond to an
ACD call from a specific caller in advance and storing the caller
specification number of the specific caller and the called party
individual call number of the full-service called party as call
preferential connection information into the database in advance.
According to another aspect of the present invention, there is provided an
automatic call distribution method for terminating an ACD call which is an
inquiry call from an unspecific caller to a predetermined called party to
provide various response services, comprising a first step of recognizing
a caller specification number from the ACD call, a second step of
inquiring a database about the caller specification number recognized in
the first step and reading out a called party individual call number of a
called party registered in a corresponding relationship to the caller
specification number, and a third step of connecting the ACD call
preferentially to the called party individual call number read out in the
second step.
Preferably, the automatic call distribution method further comprises a
fourth step of connecting, when a called party individual call number of a
called party who is to respond to an ACD call corresponding to the caller
specification number is not registered in the database as a result of the
inquiry of the database about the caller specification number in the
second step, the ACD call to a called party selected based on a
predetermined criterion, and a fifth step of storing, when the called
party selected in the fourth step responds to the ACD call to establish a
talking state, the caller specification number and the called party
individual call number of the called party who has responded to the ACD
call as call preferential connection information into the database.
Otherwise, the automatic call distribution method may further comprise a
sixth step of determining a full-service called party who should respond
to an ACD call from a specific caller in advance and storing the caller
specification number of the specific caller and the called party
individual call number of the full-service called party as call
preferential connection information into the database in advance.
In the automatic call distribution system and the automatic all
distribution method, a caller of an ACD call terminating at an attendant
extension line telephone set or position of the ACD system is specified,
and if the specified caller number is registered in the database, then an
individual call number to a called party to which an ACD call from the
specified caller is to be preferentially connected is read out from the
database and call connection processing to the called party individual
call number is performed, whereby called party call connection processing
to the called party designated with the called party individual call
number is performed preferentially to connection to a pilot number of an
ACD split which is call connection to an unspecific called party.
If the specified called party number is not registered in the database,
then known automatic call distribution processing is performed, and
simultaneously, the specified caller number and an individual call number
of the called party who has responded to the ACD call are registered into
the database so that the called party who should respond to later ACD
calls from the same caller is fixed.
If the called party registered in the database is busy or in a termination
rejection state and is in a waiting state wherein an ACD call cannot be
connected to the called party who is called with a called party individual
call number by a caller and to whom the ACD call should be connected
preferentially, then signaling processing of a speech guidance designated
for each called party individual call number that the called party is
waiting for distribution of the call is performed and called party
individual ACD call control processing set for each called party
individual call number is performed.
For example, when it is confirmed whether or not connection to some other
called party than the pertaining called party who is not in a connectable
state at present is possible, call control is performed in cooperation
with called party individual ACD control processing for confirmation in a
unit of a called party individual and split individual ACD call control
processing for confirmation in a unit of an ACD split is performed.
When the call from the caller to the ACD system is connected to the called
party and enters a talking state as a result of the call control, the
caller number specified upon the termination and the individual call
number of the called party who has responded to the call are stored as
call preferential connection information of the ACD system into the call
preferential connection information database.
Further, a caller number of a specific client or user and a full-service
called party who should respond to the caller number are registered in
advance in the database, and when an ACD call terminates, the caller of
the ACD call is specified. Then, a called party individual call number
registered in a corresponding relationship to the caller number of the
specific client or user is read out from the database, and the ACD call is
connected to an ACD position of a corresponding called party in accordance
with the called party individual call number.
The above and other objects, features and advantages of the present
invention will become apparent from the following description and the
appended claims, taken in conjunction with the accompanying drawings in
which like parts or elements are denoted by like reference symbols.
BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1 is a block diagram showing a main construction of an automatic call
distribution system to which the present invention is applied;
FIG. 2 is a flow chart illustrating called party ACD call control
processing of the automatic call distribution system of FIG. 1; and
FIG. 3 is a block diagram showing a main construction of another automatic
call distribution system to which the present invention is applied.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
Referring first to FIG. 1, there is shown an automatic call distribution
system to which the present invention is applied. The automatic call
distribution system shown includes a called party individual call number
registration section 1, a caller specification number recognition section
2, a call preferential connection information inquiry section 3, a call
preferential connection information database 4, a call connection
processing section 5, a call connection auxiliary processing section 6, an
ACD system control processing section 7, a call connection information
automatic recognition section 8, a call preferential connection
information storage section 9, and an ACD split 10 including called party
ACD positions 10-a, 10-b and 10-c.
The called party individual call number registration section 1 registers
called parties who can respond to a call terminating at the ACD split 10
of the ACD system, and registers called party individual call numbers for
calling a called party to allow speech guidance processing of waiting of a
terminating call to a called party individual and called party individual
ACD call connection processing of performing control of a terminating
call.
The caller specification number recognition section 2 includes a caller
specification number automatic recognition processing section 21 for
recognizing a number (for example, a caller number notification) for
specifying, when a call terminates at the ACD system from a caller, the
caller and automatically recognizing a number for specifying the caller
sent thereto from the caller such as a caller number notification, and a
caller specification number input value recognition processing section 22
for urging, when the number for specifying a caller cannot be recognized
automatically, the caller to input a number for specifying the caller
separately and recognizing a caller specification number sent thereto from
the caller.
The call preferential connection information inquiry section 3 performs
processing of inquiring the call preferential connection information
database 4 about a caller specification number recognized by the caller
specification number recognition section 2 and calling, when a coincident
caller specification number is present in the database, a caller party
individual call number registered in pair with the caller specification
number.
The call preferential connection information database 4 stores call
preferential connection information including caller specification numbers
and called party individual call numbers.
The call connection processing section 5 performs processing of
preferentially connecting a call to the ACD system from a caller to a
called party individual call number called by the call preferential
connection information inquiry section 3.
However, when the call connection processing section 5 cannot perform such
preferential connection, it controls the call connection auxiliary
processing section 6 to perform wait processing and then performs called
party individual ACD call control processing which is performed after such
preferential connection becomes possible and called party individual ACD
call control processing for another called party who can provide a similar
service or split individual ACD call control processing for another ACD
position which can provide a similar service.
The call connection auxiliary processing section 6 performs, when a called
party to which the call connection processing section 5 tries to
preferentially connect a call in its call connection processing is busy or
in a termination rejection state and is not in an immediately connectable
state, processing of notifying the caller, for example, by a speech
guidance that call distribution to the preferential connection called
party is being waited for, and performs called party individual ACD call
control processing for controlling the ACD system control processing
section 7 to perform waiting processing to control a call for each called
party individual call number.
The ACD system control processing section 7 is controlled by the call
connection auxiliary processing section 6 to perform processing of
waiting, together with called party individual ACD call control processing
for confirmation in a unit of a caller individual or split individual ACD
call control processing for confirmation in a unit of an ACD split upon
confirmation of whether an ACD call from a caller can be connected to some
other called party than a called party to whom the ACD call cannot be
connected, that the terminating call is distributed to one of the called
parties and connecting the ACD call to the called party one of whose
telephone circuits in the waited state has become free.
The call connection information recognition section 8 performs, when a call
from a caller to the ACD system is connected to a called party by call
control to establish a talking state, automatic recognition processing of
a set of the called party individual call number of the called party who
responds to the call and the caller specification number of the caller
recognized by the caller specification number recognition section 2 upon
termination of the call as call preferential connection information of the
ACD system.
The call preferential connection information storage section 9 performs
processing of storing call preferential connection information recognized
by the call connection information automatic recognition section 8 and
placing the call preferential connection information into the call
preferential connection information database 4.
The ACD split 10 includes a plurality of called party ACD positions 10-a,
10-b and 10-c in a unit of a work in charge. If a called party responds
once, then the called party individual call number of the responding
called party is stored as a full-service called party of the ACD position
together with the caller specification number into the call preferential
connection information database 4.
It is to be noted that the remaining part of the automatic all distribution
system has a similar construction to that of the conventional ACD system
and does not have a direct relationship to the present invention, and
therefore, detailed description of the construction is omitted herein.
Subsequently, called party individual ACD call control processing of the
first embodiment is described with reference to FIG. 2 in addition to FIG.
1. It is assumed here that the call preferential connection information
database 4 initially has no call preferential connection information
registered therein.
If an ACD call terminates from a caller at the ACD system (step S101 of
FIG. 2), then it is connected to the caller specification number
recognition section 2 (step S102), and the caller specification number
recognition section 2 detects a telephone number of the caller from the
ACD call, for example, through a caller number notification service (step
S103). Then, the caller specification number recognition section 2
performs recognition processing of the detected caller number by means of
the caller specification number automatic recognition processing section
21 (step S104).
If the caller specification number automatic recognition processing section
21 fails to recognize the caller number in step S104, then the caller
specification number input value recognition processing section 22
performs processing of urging the caller to input a number for specifying
the caller such as, for example, signaling of a speech guidance (step
S105). Then, caller specification number automatic recognition processing
section 21 detects a caller number sent from the caller in response to the
urging processing (steps S101 to S103) and performs the recognition
processing in step S104 again.
If the caller specification number recognition section 2 successfully
recognizes the caller number in step S104, then it signals the recognized
caller number to the call preferential connection information inquiry
section 3. The call preferential connection information inquiry section 3
inquires the call preferential connection information database 4 about the
caller number received from the caller specification number recognition
section (step S106) and discriminates whether or not a coincident caller
number is present (step S107).
If the call preferential connection information inquiry section 3
discriminates in step S107 that a coincident caller number is "absent"
(because the call preferential connection information database 4 initially
has no call preferential connection information registered therein), then
it performs ACD split call control processing similarly as in the
conventional ACD system (step S109), whereafter the control advances to
step S115.
If the call preferential connection information inquiry section 3
discriminates in step S107 that a coincident caller number is "present",
that is, a called party who has responded to the same caller in the past
is present, then it reads out a called party individual call number stored
in pair with the caller number in the call preferential connection
information database 4 (step S108) and discriminates whether or not the
corresponding ACD position can respond (step S110).
If the result of discrimination in step S110 is that the response is
"possible", then the call preferential connection information inquiry
section 3 connects the ACD call preferentially to the corresponding ACD
position or called party (step S111), whereafter the processing advances
to step S115.
If the result of discrimination in step S110 is that the response is
"impossible" because the ACD position or called party is busy in
responding to another call or has a temporary termination rejection state
set thereto from some reason, for example, because the attendant or called
party is absent, then the call preferential connection information inquiry
section 3 notifies the call connection auxiliary processing section 6 of
this.
The call connection auxiliary processing section 6 which receives the
notification that termination at the ACD position is impossible notifies
the caller by a speech guidance that the "priority called party is waiting
for distribution of the call" (step S112). Then, the ACD system control
processing section 7 performs called party individual ACD call control
processing set for each called party individual call number to the called
party who is in a state wherein the ACD call from the caller cannot be
connected to the called party.
In particular, when connection is impossible even if the called party is
called in accordance with a called party individual call number, called
party individual ACD call control processing means 71-a of the ACD system
control processing section 7 set for each of the called party individual
call numbers cooperates with called party individual ACD call control
processing means 71-b and 71-c for confirmation in a unit of a called
party individual and split individual ACD call control processing means 72
for confirmation of a unit of an ACD split to wait for distribution of the
call thereto (S113).
The ACD call which has been in the waiting state is connected to an ACD
position one of whose waited telephone circuits has become free (step
S114), and the caller and the called party enter a talking state (step
S115).
After the talking state is entered in step S115, the call connection
information automatic recognition section 8 recognizes the called party
individual call number of the called party who has responded and the
caller specification number of the caller recognized by the caller
specification number recognition section 2 upon termination in pair as
call preferential connection information (step S116) and stores the call
preferential connection information into the call preferential connection
information storage section 9 once and then places it into the call
preferential connection information database 4 (step S117).
Consequently, the called party who has responded to the ACD call becomes a
full-service called party for later ACD calls from the same caller. It is
to be noted that the registration of the full-service called party, that
is, the call preferential connection information registered in the call
preferential connection information database 4, may be deleted if no call
is terminated from the same caller for a predetermined period of time.
In this manner, according to the automatic call distribution system of the
first embodiment, an ACD call is distributed by an existing ACD
distribution function, and when the ACD call is terminated at an ACD split
in charge, a caller number is detected. Then, the call preferential
connection information database is searched based on the detected caller
number to detect whether or not there is a registration of the caller
number, and if the caller number is registered, then a called party
individual call number registered corresponding to the caller number is
read out. Then, ACD call control is performed to connect the ACD call
preferentially to a called party of the called party individual call
number. Consequently, the full-service called party can respond to the
same caller. Accordingly, in response to the same or relating inquiry from
the same caller, the called party can understand contents of the inquiry.
Therefore, the caller need not explain the contents of the inquiry in
detail to the called party from the beginning. Consequently, augmentation
in service to the caller can be anticipated, and the talking time is
shortened and the efficiency of use of the circuit is augmented.
Further, when the caller number detected upon termination is not registered
in the call preferential connection information database 4, a called party
individual call number of a called party who responds to the call is
automatically registered into the call preferential connection information
database together with the caller specification number. Consequently, when
a call is terminated from the same caller later, the full-service called
party can respond to the call.
Further, when a full-service called party registered in the call
preferential connection information database is busy or in a termination
rejection state, waiting processing for the ACD call is performed.
Consequently, it can be waited that the call is distributed by called
party individual ACD call control processing set for each called party
individual call number to the called party to which the call cannot be
connected at present together with called party individual ACD call
control processing for confirmation in a unit of a called party individual
or split individual ACD call control processing for confirmation of a unit
of an ACD split of call connection processing to some other called party
other than the called party. Consequently, even if a call cannot be
connected to the full-service called party and ACD waiting processing is
performed, ACD call control processing, for example, for connection to
some other called party having a skill proximate to or higher than the
skill of the full-service called party, connection to a called party or an
ACD split which has a comparatively high free circuit ratio and so forth,
which has not been realized with conventional automatic call distribution
systems, can be realized.
Subsequently, another automatic call distribution system to which the
present invention is applied is described with reference to FIG. 3.
The automatic call distribution system of the second embodiment shown in
FIG. 3 includes a caller specification number pre-registration section 11
and a call preferential connection information registration section 12 in
addition to the components of the automatic all distribution system of the
first embodiment described hereinabove with reference to FIG. 1.
The caller specification number pre-registration section 11 registers a
caller number for specification of a particularly significant client or
user in advance as ACD system data.
The call preferential connection information registration section 12 has a
registration section for preferentially connecting, when a call to the ACD
system from a caller who has a caller specification number registered in
advance in the caller specification number pre-registration section 11
terminates, the ACD call to the called party individual call number
registered in the called party individual call number registration section
1.
Consequently, the call preferential connection information registration
section 12 registers a caller number for specification of a particularly
significant client or user registered in the caller specification number
pre-registration section 11 and a called party individual call number
registered in the called party individual call number registration section
1 in pair as call preferential connection information in advance into the
call preferential connection information database 4 through the call
preferential connection information storage section 9.
In this manner, according to the automatic call distribution system of the
second embodiment, even if no call has terminated from a caller at the ACD
system and the first call is terminated, then the call preferential
connection information database is searched based on a caller number
detected upon the termination to read out a called party individual call
number, and consequently, the call can be connected to a full-service
called party.
In other words, since a called party is fixed with respect to a specific
client or user, an operator who is skilled in a work unique to the client
or user can attend.
Further, since call preferential connection information including a caller
specification number of a caller and a call number of a called party to be
connected preferentially to an ACD call from the caller is handled as a
single ACD system data, when changing or deletion of a called party is
required, an ACD system manager can perform registration of another called
party having a skill of an equal level to that of a called party with
respect to call preferential connection information corresponding to a
large number of callers.
As described above, according to automatic call distribution system of the
first embodiment of the present invention, before conventional ACD call
distribution processing of distributing an ACD call to an unspecific
called party is performed, a caller of the ACD call is specified, and an
individual call number of a called party corresponding to the specified
caller is read out from the call preferential connection information
database, and then the ACD call is connected preferentially to the
individual call number of the called party. Consequently, the called party
who should respond to the same caller can be fixed.
Accordingly, if a call while a caller and a called party are in a talking
state is disconnected by some reason or the caller tries to issue an
inquiry to the ACD system again, then when the ACD call re-originated from
the caller to the ACD system is terminated, the call is connected
preferentially to the operator of an ACD position by which the preceding
call has been connected. Consequently, contents of the preceding
conversion with the operator need not be talked again, and surplus loads
to the caller and the called party can be eliminated. Accordingly,
augmentation of the efficiency in work of the called party, augmentation
in finer service to the caller and augmentation of the degree of
satisfaction of the client can be anticipated.
The automatic call distribution system of the second embodiment operates
similarly to the automatic call distribution system of the first
embodiment. In addition, a caller number of a significant client or a
specific user and an individual call number of a full-service called party
corresponding to the client or the user are registered as call a
preferential connection information in the database in advance. Then, when
an ACD call from the important client or the specific user terminates, the
called party who corresponds to the caller number is specified from the
database and the ACD call is immediately connected preferentially to an
ACD position of the full-service called party. Consequently, even if an
ACD call is terminated from a caller who has no termination history in the
past, a full-service operator can connect the ACD immediately.
Accordingly, the automatic call distribution system of the second
embodiment exhibits, in addition to the advantages of the automatic call
distribution system of the first embodiment described above, an additional
advantage that a higher degree of satisfaction of the client can be
anticipated.
While preferred embodiments of the present invention have been described
using specific terms, such description is for illustrative purposes only,
and it is to be understood that changes and variations may be made without
departing from the
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