CALL CENTER SYSTEM
First Claim
1. A call center system for switching a termination call to any of a plurality of operator units, comprising:
- a private branch exchange for exchanging a call;
a signal receiving unit having the functions 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 any of 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 for storing user information corresponding to the user identification information, wherein each of the operator units has the functions 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 to said database unit, and 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.
1 Assignment
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Accused Products
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.
0 Citations
28 Claims
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1. A call center system for switching a termination call to any of a plurality of operator units, comprising:
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a private branch exchange for exchanging a call;
a signal receiving unit having the functions 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 any of 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 for storing user information corresponding to the user identification information, wherein each of the operator units has the functions 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 to said database unit, and 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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A call center system for switching a termination call to any of a plurality of operator units, comprising:
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a private branch exchange for exchanging a call;
a user identification information storing unit, connected to a network, for storing user identification information and call information of a termination call corresponding thereto;
a plurality of signal receiving units each of which has the functions of;
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 any of the plurality of operator units; and
a database unit for storing user information corresponding to the user identification information, wherein each of the operator units has the functions 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 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 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. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A call center system for switching a termination call to any of a plurality of operator units, comprising:
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a private branch exchange for exchanging a call;
a user identification information receiving unit having the functions of;
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 any of plurality of operator units; and
notifying the originator of the inquiry of the stored user identification information through a network in response to a first inquiry from the network;
a call information receiving unit having the functions 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 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, wherein each of the operator units has the functions 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 the 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. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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21. A call center system for switching a termination call to any of a plurality of operator units, comprising:
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a private branch exchange for exchanging a call;
a user identification information storing unit, 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 units, each of which has the functions 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 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 any of the plurality of operator units;
a call information receiving unit having the functions of;
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 an operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit, wherein each of the operator units has the functions 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;
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. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
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Specification