Call center system

• US 6,553,112 B2
• Filed: 03/11/1998
• Issued: 04/22/2003
• Est. Priority Date: 07/28/1997
• Status: Expired due to Fees

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Ishikawa, Yoshio
• Primary Examiner(s): Hong, Harry S.
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/038,387
• Publication Number:
  US 20010048739A1
• Time in Patent Office: 1,868 Days
• Field of Search: 379/49, 379/206, 379/207, 379/210, 379/211, 379/212, 379/228, 379/265, 379/309, 379/88.21, 379/88.24, 379/93.23, 379/265.01, 379/265.02, 379/265.09, 379/88.18, 379/88.19
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A signal receiving unit receives call information (termination trunk number) of a termination call, a user number, and so forth from an originator. Thereafter, the signal receiving unit transfers the termination call to an operator unit through a PBX. The operator unit receives the call information of the transfer call and inquires of the signal receiving unit about the user number and so forth with a key of the call information. In addition, the operator unit searches user information with a key of the user number from a database and displays the searched result. Even if the PBX is using an ACD function or the like, user identification information received by the signal receiving unit can be sent to the operator unit as a transfer destination.

Claims

1. A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

a private branch exchange exchanging a call;

a signal receiving unit receiving call information that identifies the termination call from said private branch exchange, receiving user identification information from an originator corresponding to the termination call as a DTMF signal, and storing the user identification information along with the call information corresponding to the termination call, receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units, and notifying an originating source of a first inquiry of the stored user identification information through a network in response to the first inquiry that identifies the call information from the network; and

a database unit storing user information corresponding to the user identification information.

wherein said free operator unit receives the call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange, issues a first inquiry that identifies the received call information and that inquires the user identification information to said signal receiving unit through the network, issues a second inquiry that identifies user identification information notified from said signal receiving unit in response to the first inquiry to said database unit and displays user information notified from said database unit in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

2. The system as set forth in claim 1,

wherein when the termination call contains an originator number, the termination call is terminated to a relevant operator unit, the originator number being notified to the relevant operator unit as the user identification information, the relevant operator unit directly issuing a second inquiry that identifies the originator number and that inquires the user information to said database unit.

3. The system as set forth in claim 1, wherein said signal receiving unit comprises:

a call information receiving unit receiving call information that identifies the termination call from said private branch exchange;

a DTMF signal receiving unit receiving the user identification information as a DTMF signal from an originator corresponding to the termination call, and storing the user identification information along with the call information corresponding to the termination call;

a transfer controlling unit receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units; and

a user identification information notifying unit notifying the originator of a first inquiry of the stored user identification information through a network in response to the first inquiry that identifies the call information received from the network.

4. A computer-readable storage medium storing a program, when used and read by a computer structuring said signal receiving unit configuring the call center system as set forth in claim 1, for directing the computer to perform the operations of:

receiving call information that identifies the termination call from said private branch exchange;

receiving user identification information from an originator corresponding to the termination call as a DTMF signal, and storing the user identification information along with the call information corresponding to the termination call;

receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of the operator units; and

notifying the originator of the first inquiry of the stored user identification information through a network in response to the first inquiry that identifies the call information from the network.

5. An operator unit configuring the call center system as set forth in claim 1, comprising:

a call information receiving unit for receiving call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange;

a user identification information inquiring unit for issuing a first inquiry that identifies the received call information and that inquires the user identification information to said signal receiving unit through the network;

a user information inquiring unit for issuing a second inquiry that identifies user identification information notified from said signal receiving unit in response to the first inquiry to said database unit and that inquires the user information;

a displaying unit for displaying user information notified from said database unit in response to the second inquiry; and

a speech unit for terminating the termination call whose transfer is instructed by said signal receiving unit, and communicating with the originator of the termination call.

6. A computer-readable storage medium storing a program, when used and read by a computer structuring each of the operator units configuring the call center system as set forth in claim 1, for directing the computer to perform the operations of:

receiving call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange;

issuing a first inquiry that identifies the received call information and that inquires the user identification information to said signal receiving unit through the network;

issuing a second inquiry that identifies user identification information notified from said signal receiving unit in response to the first inquiry an that inquires the user information to said database unit;

displaying user information notified from said database unit in response to the second inquiry; and

terminating the termination call whose transfer is instructed by said signal receiving unit, and communicating with the originator of the termination call.

7. A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

a private branch exchange exchanging a call;

a user identification information storing unit, connected to a network, storing user identification information and call information of a termination call corresponding thereto;

a plurality of signal receiving units each of which receiving the call information that identifies the termination call from said private branch exchange, receiving user identification information from an originator corresponding to the termination call as a DTMF signal, and storing the user identification information in said user identification information storing unit along with the call information corresponding to the termination call, receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units, and a database unit storing user information corresponding to the user identification information,

wherein said free operator unit receives the call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange, issues a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information storing unit through the network, issues a second inquiry that identifies the user identification information notified from said user identification information storing unit in response to the first inquiry and that inquires the user information to said database unit and displays user information notified from said database unit in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

8. The system as set forth in claim 7,

wherein when the termination call contains an originator number, the termination call is terminated to a relevant operator unit, the originator number being notified to the relevant operator unit as the user identification information, the relevant operator unit directly issuing a second inquiry that identifies the originator number and that inquires the user information to said database unit.

9. A signal receiving unit that configure the call center system as set forth in claim 7, comprising:

a call information receiving unit for receiving call information that identifies the termination call from said private branch exchange;

a DTMF signal receiving unit for receiving user identification information as a DTMF signal from an originator corresponding to the termination call, and storing the user identification information in said user identification information storing unit along with the call information corresponding to the termination call; and

a transfer controlling unit for receiving the user identification information and then instructing said private branch exchange to transfer the termination call to any of the plurality of operator units.

10. A computer-readable storage medium storing a program, when used and read by a computer that structures said signal receiving unit configuring the call center system as set forth in claim 7, for directing the computer to perform the operations of:

receiving call information that identifies the termination call from said private branch exchange;

receiving user identification information from an originator corresponding to the termination call as a DTMF signal, and storing the user identification information in said user identification information storing unit along with the call information corresponding to the termination call; and

receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units.

11. An operator unit that structures the call center system as set forth in claim 7, comprising:

a call information receiving unit for receiving call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange;

a user identification information inquiring unit for issuing a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information storing unit through the network;

a user information inquiring unit for issuing a second inquiry that identifies user identification information notified from said user identification information storing unit in response to the first inquiry and that inquires the user information to said database unit;

a displaying unit for displaying the user information notified from said database unit in response to the second inquiry; and

a speech unit for terminating the termination call whose transfer is instructed by said signal receiving unit, and communicating with the originator of the termination call.

12. A computer-readable medium storing a program, when used and read by a computer structuring the call center system as set forth in claim 7, for directing the computer to perform the operations of:

receiving call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange;

issuing a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information storing unit through the network;

issuing a second inquiry that identifies user

identification information notified from said user identification information storing unit in response to the first inquiry and that inquires the user information to said database unit;

displaying user information notified from said database unit in response to the second inquiry; and

terminating the termination whose transfer is instructed by said signal receiving unit, and communicating with the originator of the termination call.

13. A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

a private branch exchange exchanging a call;

a user identification information receiving unit receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information, receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units, and in response to a first inquiry received from a network, notifying the originator of the first inquiry of the stored user identification information through the network;

a call information receiving unit receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange, issuing the first inquiry that identifies the received call information and that inquires the user identification information to said user identification information receiving unit through the network, and transferring the user identification information notified from said user identification information receiving unit in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit,

wherein said free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit and displays the user information notified from said database unit in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

14. The system as set forth in claim 13,

wherein when the termination call contains an originator number, the termination call is terminated to a relevant operator unit, the originator number being notified as the user identification information to the relevant operator unit, the relevant operator unit directly issuing the second inquiry that identifies the originator number and that inquires the user information to said database unit.

15. The system as set forth in claim 13,

wherein said user identification information receiving unit comprises:

a DTMF signal receiving unit receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information;

a transfer controlling unit receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units; and

a user identification information notifying unit notifying the stored user identification information to the originator of the first inquiry through the network in response to the first inquiry from the network.

16. A computer-readable storage medium storing a program, when used and read by a computer structuring the call center system as set forth in claim 13, for directing the computer to perform the operations of:

receiving user identification information from an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information;

receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units; and

notifying the originator of the first inquiry of the stored user identification information through a network in response to the first inquiry from the network.

17. The system as set forth in claim 13,

wherein said call information receiving unit comprises:

a call information receiving unit receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange;

a user identification information inquiring unit issuing a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information receiving unit through the network; and

a user identification information transferring unit transferring the user identification information notified from said user identification information receiving unit in response to the first inquiry to an operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit.

18. A computer-readable storage medium storing a program, when used and read by a computer configuring the call center system as set forth in claim 13, for directing the computer to perform the operations of:

receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange;

issuing a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information receiving unit through the network; and

transferring user identification information notified from said user identification information receiving unit in response to the first inquiry to an operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit.

19. An operator unit that structure the call center system as set forth in claim 13, comprising:

a user information inquiring unit for issuing a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit; and

a displaying unit for displaying the user information notified from said database unit in response to the second inquiry.

20. A computer-readable storage medium, when used and read by a computer structuring said operator unit configuring the call center system as set forth in claim 13, for directing the computer to perform the operations of:

issuing a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit; and

displaying user information notified from said database unit in response to the second inquiry.

21. A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

a private branch exchange exchanging a call;

a user identification information storing unit, connected to a network, storing user identification information along with port information of said private branch exchange that has received the user identification information;

a plurality of user identification information receiving units, each of which receiving the user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing unit along with the port information of said private branch exchange that has received the call information, and receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units;

a call information receiving unit receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange, and port information of said private branch exchange to which the user identification information is sent, issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing unit through the network, and transferring user identification information notified from said user identification information storing unit in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit,

wherein the free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit, displays user information notified from said database unit in response to the second inquiry, and terminating the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

22. The system as set forth in claim 21,

wherein when the termination call contains an originator number, the termination call is terminated to a relevant operator unit, the originator number being notified as the user identification information to the relevant operator unit, the relevant operator unit directly issuing the second inquiry that identifies the originator number and that inquires the user information to said database unit.

23. The system as set forth in claim 21, wherein said user identification information receiving unit comprises:

a DTMF signal receiving unit receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing unit along with port information of said private branch exchange that has received the call information; and

a transfer controlling unit receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units.

24. A computer-readable storage medium storing a program, when used and read by a computer that structures said user identification information receiving unit configuring the call center system as set forth in claim 21, for directing the computer to perform the operations of:

receiving user identification information of on originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing unit along with port information of said private branch exchange that has received the call information; and

receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units.

25. The system as set forth in claim 21, wherein said call information receiving unit that structuring the call center system as set forth in claim 21, comprising:

a call information/port information receiving unit for receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange along with port information of said private branch exchange to which the user identification information is sent;

a user identification information inquiring unit for issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing unit through the network; and

a user identification information transferring unit for transferring user identification information notified from said user identification information storing unit in response to the first inquiry to an operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit.

26. A computer-readable storage medium storing a program, when used and read by a computer structuring said call information receiving unit configuring the call center system as set forth in claim 21, for directing the computer to perform the operations of:

receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange along with port information of said private branch exchange to which the user identification information is sent;

issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing unit through the network; and

transferring the user identification information notified from said user identification information storing unit in response to the first inquiry to an operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit.

27. An operator unit that structures the call center system as set forth in claim 21, comprising:

a user information inquiring unit for issuing a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit; and

a displaying unit for displaying user information notified from said database unit in response to the second inquiry.

28. A computer-readable storage medium storing a program, when used and read by a computer structuring said operating unit configuring the call center system as set forth in claim 21, for directing the computer to perform the operations of:

issuing a second inquiry that identifies the identification information notified from said call information receiving unit and that inquires the user information to said database unit; and

displaying user information notified from sa database unit in response to the second inquiry.

29. A call center system for switching a termination call to a free operator unit among a plurality of operator means, comprising:

private branch exchange means for exchanging a call;

user identification information storing means, connected to a network, for storing user identification information along with port information of said private branch exchange that has received the user identification information;

a plurality of user identification information receiving means, each of which is capable of receiving the user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing means along with the port information of said private branch exchange that has received call information, and for receiving the user identification information and then instructing said private branch exchange means to transfer the termination call to a free operator unit amongst the plurality of operator means;

call information receiving means for receiving the call information of the termination call whose transfer is instructed by said user identification information receiving means from said private branch exchange means, and port information of said private branch exchange means to which the user identification information is sent, for issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing means through the network, and for transferring user identification information notified from said user identification information storing means in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving means,

wherein said free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving means and that inquires the user information to a database means, displays user information notified from said database means in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving means, and communicates with the originator of the termination call,

wherein said user identification information receiving means comprising;

DTMF signal receiving means for receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange means, and for storing the user identification information in said user identification information storing means along with port information of said private branch exchange means that has received the call information; and

transfer controlling means for receiving the user identification information and then instructing said private branch exchange to transfer the termination call to said free operator unit amongst the plurality of operator means.