Telephonic communications – Centralized switching system – Call distribution to operator
Utility Patent
1998-10-08
2001-01-02
Smith, Creighton (Department: 2742)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266070
Utility Patent
active
06169798
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates to a system for automatic calls for automatically originating a call to a plurality of called subscribers (for example customers) and distributing responses thereto to one of a plurality of operator use equipment.
2. Description of the Related Art
When originating calls from a call center to customers for reasons of advertisement, reminders, etc. along with the growing competition among companies in recent years, it is demanded to more efficiently process the calls. In order to realize this, methods of automatically originating calls to customers may be considered. As one of them, there is the method, in the call center, a computer is connected to a private branch exchange (PBX) and the computer originates the calls through the private branch exchange and, when a customer responds, transfers the received call to an operator by the private branch exchange, and then the operator processes the call. At this time, the operator obtains individual information concerning the customer of the transferred call from a data base storing the customer information, displays the same on a display, and converses with the customer while viewing the individual customer information on the display.
In this related art, however, when the private branch exchange uses an automatic call distribution (ACD) function, the private branch exchange equally distributes the responding calls to the operators in the order of the operators with the longest idling time. For this reason, it cannot be determined from outside the private branch exchange to which operator a call will be transferred, therefore there has been a problem in that the individual customer information relating to the connected call cannot be informed to the destination operator.
Further, when it is necessary for the way the operator deals with the customer to be changed, such as for example when the customer is extremely important, it is desirable that the call of such a customer be connected to a special person in charge. However, if the private branch exchange has an ACD function, the system of the related art could not ensure such a connection.
SUMMARY OF THE INVENTION
The present invention was made in consideration with such a problem and has as an object thereof to make it possible for an operator possible to obtain individual customer information for the transferred call even if the private branch exchange uses an ACD function.
Another object of the present invention is to make it possible to transfer a particular call to a particular operator.
To attain the above objects, an automatic call system of the present invention comprises a storage device, a private branch exchange, an originating equipment, and a plurality of operator apparatuses. This private branch exchange originates a call in response to an instruction for call origination from the originating equipment and notifies the call information relating to the originating call to both the originating equipment and the destination operator apparatus. The originating equipment stores the called subscriber's ID information such as customer telephone numbers in the storage device linked with the above call information. When a response from a called subscriber is transferred to the operator apparatus, the destination operator apparatus retrieves the called subscriber's ID information from the storage device by using the above call information as a key, obtains the individual information of the called subscriber, and displays this on for example a monitor for the operator.
Thus, according to the present invention, there is provided an automatic call system for distributing responses to originating calls to one among a plurality of operator apparatuses wherein even if the private branch exchange uses an ACD function, the operator can obtain the individual customer information of the transferred call.
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patent: 5991393 (1999-11-01), Kamen
patent: 5999617 (1999-12-01), Oyanagi et al.
patent: 2-26455 (1990-07-01), None
patent: 3-186049 (1991-08-01), None
Fujitsu Limited
Helfgott & Karas P.C.
Smith Creighton
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