Electrical computers and digital processing systems: multicomput – Distributed data processing
Reexamination Certificate
1997-09-19
2001-07-03
Harrell, Robert B. (Department: 2152)
Electrical computers and digital processing systems: multicomput
Distributed data processing
C709S239000
Reexamination Certificate
active
06256661
ABSTRACT:
BACKGROUND OF THE INVENTION
The present invention relates to a method and apparatus for connecting a lobby terminal to a special clerk terminal for corresponding to a consulting detail in a remote consulting support system using a network.
As one of the connection methods between a lobby terminal and a remote service terminal, there is a method of realizing dispersion of processing load for avoiding concentrated connection to a specific terminal. This is a method that a remote service manager controlling remote service terminals for supplying information in a uniform manner sounds out each remote service terminal as to whether information can be supplied. When each remote service terminal sounded can correspond to it, each terminal returns the load value thereof to the remote service manager. The remote service manager selects the remote service terminal having the minimum among the load values returned from the remote service terminals, connects the terminal, and supplies information to it. A prior art for realizing such a function is described in Japanese Patent Application Laid-Open 5-134959.
In a remote consulting system using general telephones, a counselor in charge of consultation sends information that he leaves his seat to the communication control unit for batch controlling telephone connection when he leaves his seat. When a user inquires the counselor who cannot correspond because he leaves his seat and is out, the communication control unit stores the inquiry information from the user in the communication control unit. When the counselor takes his seat and sends information of cancel of leaving his seat to the communication control unit, the communication control unit sends the inquiry information sent to the counselor during leaving his seat to the councilor. As a result, even if the counselor is not always in the corresponding state, he can receive an inquiry from a user and can reply to the user though asynchronously. A prior art for realizing such a function is described in Japanese Patent Application Laid-Open 7-74844.
In the aforementioned prior arts, whenever the remote service manager for batch controlling the remote service terminals, decides the remote service terminal to be connected, the remote service manager accesses each remote service terminal and reads and decides information (load value) about connectable or not. Each remote service terminal requires a process of changing the load value of the own terminal whenever it is connected. Furthermore, in this case, the batch controlling remote service manager judges the decision of the remote service terminal to be connected on the basis of only the load values of all the remote service terminals. Therefore, even if the consulting detail is the same, a specific remote service terminal cannot be always connected. Therefore, a terminal such that a special expert clerk corresponding to a specific consulting detail operates from a remote service terminal cannot be connected.
In a remote consulting system using general telephones, if an inquiry is made from a user when an operator is leaving his seat, the user designates a specific operator and makes an inquiry. Therefore, even if an operator who can correspond to the same consultation enters the correspondable state during inquiry, the connection to the user cannot be changed. As a result, unless a reply is given from the designated operator, the inquiry information is kept stored in the batch controlling communication control unit.
SUMMARY OF THE INVENTION
An object of the present invention is to provide a mechanism for selecting an expert clerk who is able to connect to a lobby terminal used by a user, to provide a service regarding a consulting detail even if the expert clerk cannot be connected, and to take over the consultation promptly when the expert clerk enters the connectable state.
To accomplish the object of the present invention, the present invention connects a lobby terminal to a clerk terminal conforming to the consulting detail of the user according to the main procedure indicated below.
(1) The user sends “clerk call” information for connecting the clerk terminal to the server for making a connection with clerk terminals from the lobby terminal.
(2) The lobby terminal receives the information from the server for making a connection with clerk terminals for batch controlling the operating statuses of the clerk terminals and displays a list of connectable expert clerks.
(3) The user operating the lobby terminal selects an expert clerk who can correspond to the consulting detail from the displayed list of expert clerks.
(4) The clerk terminal operated by the selected expert clerk is connected to the lobby terminal operated by the user for communication and the expert clerk holds a remote consultation using functions such as video conference and display screen sharing.
On the other hand, when a special expert clerk is in the consultation ready state in the clerk terminal, the clerk terminal waits for connection from the lobby terminal according to the following procedure.
(5) The special expert clerk sends an information data that is able to connect to the server for making a connection with clerk terminals for controlling the clerk terminals in a uniform manner from the clerk terminal. The server for making a connection with clerk terminals counts the past consulting frequency of connectable expert clerks, sets the consultation connectable priority level when there are a plurality of expert clerks in charge of the same consulting detail, and displays a list on the lobby terminal.
(6) When an expert clerk is connected to the clerk terminal by clerk call from the lobby terminal, the clerk terminal cannot be connected from another lobby terminal, so that the server for making a connection with clerk terminals controlling in a uniform manner selects an unconnectable clerk terminal and deletes it from the list of connectable expert clerks.
(7) When the consultation ends, the clerk terminal disconnects the line with the lobby terminal, sends information that the expert clerk becomes connectable again to the server for making a connection with clerk terminals, and waits for connection from the lobby terminal.
When an expert clerk who can correspond to consultation of the user is not displayed in the list of connectable expert clerks displayed on the lobby terminal, the server selects an unattended agent server and corresponds to consultation of the user according to the following procedure.
(8) When the expert clerk selects an unattended agent server from the list of connectable expert clerks displayed on the lobby terminal, the lobby terminal sends the consulting detail of the user to the unattended agent server, searches for a past reply case corresponding to the consulting detail (the inquiry from the user is included), and displays it on the lobby terminal. When there is no reply case corresponding to the inquiry, the inquiry from the user is stored in the unattended agent server.
(9) When the expert clerk corresponding to the consulting detail becomes connectable while the unattended agent server is corresponding to the user of the lobby terminal, the server for making a connection with clerk terminals switches the unattended agent server to the connectable clerk terminal and sends the previous exchange (inquiry and reply) data with the user to the clerk terminal.
(10) When there is no expert clerk who can correspond to the consulting detail until the correspondence with the user of the lobby terminal ends, the unattended agent server asynchronously sends the inquiry detail from the user to the terminal used by the corresponding expert clerk and sends a reply to the user by using a communication (FAX, telephone, etc.) means separately.
REFERENCES:
patent: 4797910 (1989-01-01), Daudelin
patent: 4896345 (1990-01-01), Thorne
patent: 4922519 (1990-05-01), Daudelin
patent: 4939771 (1990-07-01), Brown et al.
patent: 5053956 (1991-10-01), Donald et al.
patent: 5469206 (1995-11-01), Strubbe et al.
patent: 5581753 (1996-12-01), Terry et al.
patent: 5
Mizuno Hirotaka
Oomura Masatoshi
Terahama Yukinori
Antonelli Terry Stout & Kraus LLP
Harrell Robert B.
Hitachi , Ltd.
Vu Thong
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