OPERATOR CALL-FIELDING SCENARIO SYSTEM

• US 20020176564A1
• Filed: 10/13/1998
• Published: 11/28/2002
• Est. Priority Date: 02/19/1998
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: SAITO, TOSHIYUKI, KOIKE, TAKAYASU
• Granted Patent: US 6,603,852 B2
• Time in Patent Office: Days
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

It is provided an operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call, comprising: a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and a display unit which displays the set response scenario. Using this configuration, response scenarios matched in the optimum way with various circumstances can be set. The plurality of conditions include, for example, the type of person making the call, a history according to the person making the call, the circumstances of the wait of the person making the call, the circumstances of the response to the person making the call, the abilities of the operator, and background factors, or a combination thereof. Further, the type of person making the call includes, for example, the age group, sex or occupation of the person making the call, and the background factors include, for example, the weather, entertainment and incidents.

Claims

1. An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call, comprising:

a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios;

a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and

a display unit which displays the set response scenario.

2. The operator call-fielding scenario system according to claim 1, wherein the plurality of conditions have priorities, and

the scenario-setting unit selects a condition which has the highest priority among the plurality of conditions,.

3. The operator call-fielding scenario system according to claim 1, wherein the scenario setting unit adds or substitutes another scenario part into the response scenario in accordance with the frequency of use of the another scenario part which differs from the predetermined scenario parts contained in the response scenario.

4. The operator call-fielding scenario system according to claim 1, wherein the plurality of conditions include the type of person making the call, a history according to the person making the call, the circumstances of the wait of the person making the call, the circumstances of the response to the person making the call, the abilities of the operator, and background factors, or a combination thereof.

5. The operator call-fielding scenario system according to claim 4, wherein the type of person making the call includes the age group, sex or occupation of the person making the call,

6. The operator call-fielding scenario system according to claim 4, wherein the background factors include the weather, entertainment and incidents.