Operator call-fielding scenario system
First Claim
1. An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call from a client caller, comprising:
- a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios;
a client information database storing client conditions;
a scenario setting unit which selects predetermined scenario parts from the plurality of scenario parts in the memory unit, in accordance with a client condition associated with one of a plurality of condition types, and sets up a response scenario for the incoming call automatically by combining the selected scenario parts; and
a display unit which displays the response scenario set up;
wherein a priority is determined for each of at least two of the plurality of condition types, and the one of the plurality of condition types is selected as having a highest priority among the plurality of condition types.
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Accused Products
Abstract
An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes 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.
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Citations
5 Claims
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1. An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call from a client caller, comprising:
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a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios;
a client information database storing client conditions;
a scenario setting unit which selects predetermined scenario parts from the plurality of scenario parts in the memory unit, in accordance with a client condition associated with one of a plurality of condition types, and sets up a response scenario for the incoming call automatically by combining the selected scenario parts; and
a display unit which displays the response scenario set up;
wherein a priority is determined for each of at least two of the plurality of condition types, and the one of the plurality of condition types is selected as having a highest priority among the plurality of condition types. - View Dependent Claims (2, 3, 4, 5)
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Specification
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- Resources
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Current AssigneeFujitsu Limited
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Original AssigneeFujitsu Limited
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InventorsSaito, Toshiyuki, Koike, Takayasu
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Primary Examiner(s)Matar, Ahmad F.
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Assistant Examiner(s)Bui, Bing
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Application NumberUS09/170,672Publication NumberTime in Patent Office1,757 DaysField of Search379/264, 379/265, 379/220, 379/201, 379/266, 379/67, 379/93.12, 379/208.01, 379/100.01, 379/100.11, 379/45, 379/214.01, 379/258, 379/260, 379/267US Class Current379/265.01CPC Class CodesH04M 2242/22 Automatic class or number i...H04M 3/42059 Making use of the calling p...H04M 3/42068 where the identifier is use...H04M 3/5183 Call or contact centers wit...
