JPH0456558A - Customer information display system - Google Patents
Customer information display systemInfo
- Publication number
- JPH0456558A JPH0456558A JP16793990A JP16793990A JPH0456558A JP H0456558 A JPH0456558 A JP H0456558A JP 16793990 A JP16793990 A JP 16793990A JP 16793990 A JP16793990 A JP 16793990A JP H0456558 A JPH0456558 A JP H0456558A
- Authority
- JP
- Japan
- Prior art keywords
- customer information
- isdn
- isdn terminal
- general
- purpose computer
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 claims description 9
- 238000004891 communication Methods 0.000 description 3
- 238000010586 diagram Methods 0.000 description 3
- 230000000694 effects Effects 0.000 description 2
- 238000005516 engineering process Methods 0.000 description 1
- 230000001151 other effect Effects 0.000 description 1
Abstract
Description
【発明の詳細な説明】
〔産業上の利用分野〕
本発明はI S D N (Integrated 5
ervices Digital Network)回
線を介して顧客との対応をとる場合に、ISDN端末上
に顧客情報を表示する方式%式%
〔従来の技術〕
電話を使って顧客との対応をとるケースは非常に多く、
そのような場合、その顧客の詳細な情報を即座に閲覧で
きることが望ましい。[Detailed Description of the Invention] [Industrial Application Field] The present invention is an integrated 5
A method of displaying customer information on an ISDN terminal when communicating with a customer via a service Digital Network) [Conventional technology] There are many cases in which communication with customers is done by telephone. ,
In such cases, it is desirable to be able to view detailed information about the customer immediately.
従来、このような要望に応えるため、次のようにして対
処していた。Conventionally, in order to meet such demands, the following measures have been taken.
■電話網とは別個に構築されたオンラインシステムの端
末を電話機の近傍に配置し、電話を受けた者が端末にキ
ー人力する等の操作を行い、所望の顧客情報を表示させ
る。■A terminal for an online system built separately from the telephone network is placed near the telephone, and the person receiving the call performs operations such as keystrokes on the terminal to display desired customer information.
■音声信号以外にディジタル信号も対処でき、データの
重畳および分離が行える音声・データ同時通信機能/は
くり通信機能を具備した自動構内交換装置に、汎用コン
ピュータおよび端末を収容し、端末を電話機の近傍に配
置し、電話を受けた者が端末にキー人力する等の操作を
行い、所望の顧客情報を表示させる。■A general-purpose computer and a terminal are housed in an automatic private branch exchange that can handle digital signals in addition to voice signals, and is equipped with a simultaneous voice/data communication function that can superimpose and separate data. It is placed nearby, and the person receiving the call performs operations such as keystrokes on the terminal to display desired customer information.
上述したように、従来は、電話を受けた者が顧客毎に定
められた顧客番号等を電話で聴き、それをもとに端末に
てキー人力し、その顧客に対する情報を表示させるよう
にしていたため、(al顧客からの問い合わせや要求に
対して迅速な対応ができない。As mentioned above, conventionally, the person receiving the call listens to the customer number specified for each customer over the phone, and based on that, enters a key on the terminal to display information for that customer. Therefore, we are unable to respond quickly to inquiries and requests from customers.
(blキー人力の誤りが発生しやすく、表示内容の誤り
により対応が混乱する。(bl key Human errors are likely to occur, and errors in displayed content can confuse responses.
等の欠点があった。There were drawbacks such as.
本発明は上記の点に鑑み提案されたものであり、その目
的とするところは、迅速かつ正確に顧客情報を表示させ
ることのできる顧客情報表示方式を提供することにある
。The present invention has been proposed in view of the above points, and its purpose is to provide a customer information display method that can quickly and accurately display customer information.
本発明は上記の目的を達成するため、
ISDN回線から送られてくる発呼者の電話番応する顧
客に関する顧客情報を検索して保持し、ISDN端末が
応答した後にその顧客情報をISDN端末に送出して表
示させるようにしている。In order to achieve the above object, the present invention retrieves and retains customer information regarding the customer corresponding to the telephone number of the caller sent from the ISDN line, and transmits the customer information to the ISDN terminal after the ISDN terminal responds. I'm trying to send it out and display it.
本発明の顧客情報表示方式にあっては、ISDN回線か
ら送られてくる発呼者の電話番号に基づき、予め顧客情
報管理システムにより対応する顧客に関する顧客情報を
検索して保持し、ISDN端末が応答した後にその顧客
情報をISDN端末に送出して表示させる。In the customer information display method of the present invention, based on the caller's telephone number sent from the ISDN line, customer information regarding the corresponding customer is searched and held in advance by the customer information management system, and the ISDN terminal After responding, the customer information is sent to the ISDN terminal and displayed.
以下、本発明の実施例につき図面を参照して説明する。 Embodiments of the present invention will be described below with reference to the drawings.
第1図は本発明の顧客情報表示方式の一実施例を示す構
成図である。FIG. 1 is a block diagram showing an embodiment of the customer information display method of the present invention.
第1図において、本実施例は、ISDN回線1と自動構
内交換装置2と汎用コンピュータ3と■SDN端末4と
から構成され、自動構内交換装置2は、ISDN回線1
の管理を行うISDNM線トランク21と、外線側と内
線側とを適宜に接続する通話路スイッチ22と、主たる
制御を行う中央制御装置23と、汎用コンピュータ3と
の接続を行う汎用コンピュータインターフェイス24と
、ISDN端末4の管理を行うISDNライン回路25
とから構成されている。In FIG. 1, this embodiment is composed of an ISDN line 1, an automatic private branch exchange 2, a general-purpose computer 3, and an SDN terminal 4.
an ISDNM line trunk 21 for managing the communication, a call path switch 22 for appropriately connecting the outside line side and the internal line side, a central control unit 23 for main control, and a general-purpose computer interface 24 for connecting with the general-purpose computer 3. , an ISDN line circuit 25 that manages the ISDN terminal 4.
It is composed of.
以下、上記の実施例の動作を説明する。The operation of the above embodiment will be explained below.
先ず、ISDN回線1から自動構内交換装置2の内線側
に接続されたISDN端末4に着信があると、中央制御
装置23がその旨を検出し、ISDN1局線トランク2
1から発呼者の電話番号を取得し、汎用コンピュータイ
ンターフェイス24を介して汎用コンピュータ3に発呼
者の電話番号を転送する。First, when an incoming call is received from the ISDN line 1 to the ISDN terminal 4 connected to the extension side of the automatic private branch exchange device 2, the central control device 23 detects this fact and connects the ISDN 1 central office line trunk 2.
The telephone number of the caller is obtained from the computer 1 and transferred to the general-purpose computer 3 via the general-purpose computer interface 24.
汎用コンピュータ3ではアプリケーションとして備えた
顧客情報管理システム31により、発呼者の電話番号を
もとに該当する顧客の情報を検索し、取得した顧客情報
をバッファ(図示せず)に−時的に格納しておく。In the general-purpose computer 3, a customer information management system 31 provided as an application searches for corresponding customer information based on the caller's telephone number, and stores the acquired customer information in a buffer (not shown). Store it.
その後、ISDN端末4の担当者(図示せず)が着信に
対して応答すると、中央制御装置23がその旨を検出し
、顧客情報の転送を汎用コンピュータインターフェイス
24を介して汎用コンピュータ3に要求する。Thereafter, when the person in charge of the ISDN terminal 4 (not shown) answers the incoming call, the central control unit 23 detects this and requests the general-purpose computer 3 to transfer the customer information via the general-purpose computer interface 24. .
汎用コンピュータ3ではバッファに格納しておいた顧客
情報を汎用コンピュータインターフェイス24を介して
自動構内交換装置2に転送する。The general-purpose computer 3 transfers the customer information stored in the buffer to the automatic private branch exchange device 2 via the general-purpose computer interface 24.
自動構内交換装置2では、中央制御装置23の制御のも
と、ISDNライン回路25を介してISDN端末4に
顧客情報を転送し、ISDN端末4に顧客情報を表示さ
せる。The automatic private branch exchange device 2 transfers customer information to the ISDN terminal 4 via the ISDN line circuit 25 under the control of the central control device 23, and causes the ISDN terminal 4 to display the customer information.
ISDN端末4の担当者は、ISDN端末4上に表示さ
れた顧客情報をもとに顧客との対応をとる。The person in charge of the ISDN terminal 4 deals with the customer based on the customer information displayed on the ISDN terminal 4.
〔発明の効果〕
以上説明したように、本発明の顧客情報表示方式にあっ
ては、
(al I S D N端末に着信があった時点で顧客
情報の検索を行って取得した顧客情報を保持し、ISD
N端末の応答後すぐに表示させるため、迅速な対応が図
れ、顧客サービスを向上できる。[Effects of the Invention] As explained above, in the customer information display method of the present invention, (alI SDN terminal searches for customer information and retains the acquired customer information. ISD
Since the information is displayed immediately after the N terminal responds, it is possible to respond quickly and improve customer service.
(bl l S D N回線から送られてくる発呼者の
電話番号に基づき顧客情報を検索するため、誤りの発生
が皆無となる。(bl l Since customer information is searched based on the caller's telephone number sent from the SDN line, there are no errors.
等の効果がある。There are other effects.
第1図は本発明の顧客情報表示方式の一実施例を示す構
成図である。
図において、
1・・・・・・ISDN回線
2・・・・・・自動構内交換装置
21・・・ISDN局線トランク
22・・・通話路スイッチ
23・・・中央制御装置
24・・・汎用コンピュータインターフェイス25・・
・ISDNライン回路
3・・・・・・汎用コンピュータ
31・・・顧客情報管理システム
4・・・・・・ISDN端末
−32;
う凡用コンピュ
タインタ
フェイス
失絶例の構成図
第1 区FIG. 1 is a block diagram showing an embodiment of the customer information display method of the present invention. In the figure, 1...ISDN line 2...Automatic private branch exchange device 21...ISDN office line trunk 22...Call path switch 23...Central control unit 24...General purpose Computer interface 25...
・ISDN line circuit 3...General-purpose computer 31...Customer information management system 4...ISDN terminal-32; Configuration diagram of common-use computer interface failure example Section 1
Claims (3)
に基づき、予め顧客情報管理システムにより対応する顧
客に関する顧客情報を検索して保持し、 ISDN端末が応答した後にその顧客情報をISDN端
末に送出して表示させることを特徴とした顧客情報表示
方式。(1) Based on the caller's telephone number sent from the ISDN line, the customer information management system searches and holds customer information about the corresponding customer in advance, and after the ISDN terminal responds, the customer information is transferred to the ISDN terminal. A customer information display method characterized by transmitting and displaying customer information.
内交換装置の中央制御装置により、顧客情報管理システ
ムをアプリケーションとして備えた汎用コンピュータを
制御することを特徴とした請求項1記載の顧客情報表示
方式。(2) The customer information display method according to claim 1, wherein a general-purpose computer equipped with a customer information management system as an application is controlled by a central control unit of an automatic private branch exchange device that connects an ISDN line and an ISDN terminal. .
内交換装置と汎用コンピュータとを接続したことを特徴
とする請求項2記載の顧客情報表示方式。(3) The customer information display method according to claim 2, wherein the automatic private branch exchange and the general-purpose computer are connected by a general-purpose computer interface.
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
JP16793990A JPH0456558A (en) | 1990-06-26 | 1990-06-26 | Customer information display system |
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
JP16793990A JPH0456558A (en) | 1990-06-26 | 1990-06-26 | Customer information display system |
Publications (1)
Publication Number | Publication Date |
---|---|
JPH0456558A true JPH0456558A (en) | 1992-02-24 |
Family
ID=15858857
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
JP16793990A Pending JPH0456558A (en) | 1990-06-26 | 1990-06-26 | Customer information display system |
Country Status (1)
Country | Link |
---|---|
JP (1) | JPH0456558A (en) |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6553112B2 (en) | 1997-07-28 | 2003-04-22 | Fujitsu Limited | Call center system |
US8204207B2 (en) | 2006-06-08 | 2012-06-19 | Fujitsu Limited | Communication support system, communication support method and communication support program |
-
1990
- 1990-06-26 JP JP16793990A patent/JPH0456558A/en active Pending
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6553112B2 (en) | 1997-07-28 | 2003-04-22 | Fujitsu Limited | Call center system |
US8204207B2 (en) | 2006-06-08 | 2012-06-19 | Fujitsu Limited | Communication support system, communication support method and communication support program |
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