Information processing device, information process system, and program

Abstract

To reduce a labor in an input of a worker as a user, and improve an usability in a calling center system.SOLUTION: An information processing device comprises: a corresponded information storage part that stores correspondence information to which type information indicating a type of a working state of a worker and execution information indicating a processing to be executed at an absence of the worker are corresponded; an acquisition part that acquires working information indicating a working state of the worker from a working information storage part that is different from the corresponded information storage part; a determination part that determines the processing to be executed at the absence of the worker on the basis of the type information and the execution information that are corresponded in the corresponded information when the working state indicated in the working information is in an absence state; a reception part that receives requirement information on a request of a telephone conversation with the worker; and an execution part that executes the processing determined by the determination part in responce to the reception of the request information by the reception part.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information processing device, an information processing system, and a program. [Background technology]

[0002] Conventionally, there is a technology that provides appropriate guidance when the person corresponding to the called number is absent. For example, in the following Patent Document 1, when a user has a plan that they cannot answer the phone due to a meeting, a business trip, etc., they input and set in advance the date and time of absence and the method of absence guidance. Then, when a call comes in while they are absent, a technology for a telephone absence guidance system is disclosed that provides absence guidance based on the set contents. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2008-118391 A Summary of the Invention [Problem to be solved by the invention]

[0004] However, with the conventional technology, a user must input the absence notification method every time he or she has an appointment when he or she cannot answer the phone, which is time-consuming.

[0005] Therefore, the present invention has been made in consideration of the above problems, and an object of the present invention is to reduce the input effort of employees who are users, and to improve convenience. [Means for solving the problem]

[0006] In order to solve the above problem, according to one aspect of the present invention, there is provided an information processing device comprising: a correspondence information storage unit that stores correspondence information in which type information indicating a type of work status of a worker is associated with execution information indicating a process to be executed when the worker is absent; an acquisition unit that acquires work information indicating the work status of the worker from a work information storage unit different from the correspondence information storage unit; a determination unit that, when the work status indicated by the work information is an absence state, determines a process to be executed when the worker is absent based on the type information and execution information associated in the correspondence information; a receiving unit that receives request information requesting a call with the worker; and an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit.

[0007] In addition, in order to solve the problem, according to another aspect of the present invention, there is provided an information processing system comprising: a correspondence information storage unit that stores correspondence information in which type information indicating a type of work status of a worker is associated with execution information indicating a process to be executed when the worker is absent; an acquisition unit that acquires work information indicating the work status of the worker from a work information storage unit different from the correspondence information storage unit; a determination unit that, when the work status indicated by the work information is an absence state, determines a process to be executed when the worker is absent based on the type information and execution information associated in the correspondence information; a receiving unit that receives request information requesting a call with the worker; and an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit.

[0008] Furthermore, in order to solve the problem, according to another aspect of the present invention, there is provided a program for causing a computer to function as a correspondence information storage unit that stores correspondence information in which type information indicating the type of work status of a worker is associated with execution information indicating a process to be executed when the worker is absent, an acquisition unit that acquires work information indicating the work status of a worker from a work information storage unit different from the correspondence information storage unit, a determination unit that, when the work status indicated by the work information is an absence state, determines a process to be executed when the worker is absent based on the type information and execution information associated in the correspondence information, a receiving unit that receives request information requesting a call with the worker, and an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit. Effect of the Invention

[0009] As described above, according to the present invention, the user does not need to input the absence notification method every time, and convenience is improved. [Brief description of the drawings]

[0010] [Figure 1] 1 is a diagram showing an overview of a call center system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating an example of a functional configuration of an information processing device. [Diagram 3] FIG. 11 is a diagram illustrating an example of management information. [Figure 4] FIG. 11 is a diagram illustrating an example of schedule information. [Diagram 5] FIG. 11 is a diagram illustrating an example of correspondence information. [Figure 6] FIG. 11 is a sequence diagram showing an example of the operation of the call center system. [Figure 7] FIG. 11 is a diagram showing a registration process of schedule information. [Figure 8] FIG. 13 illustrates an update process of management information. [Figure 9] FIG. 11 is a sequence diagram showing an example of the operation of the call center system. [Figure 10] FIG. 11 illustrates a process of receiving request information. [Figure 11]FIG. 11 is a diagram showing an overview of a call center system according to a second embodiment. [Figure 12] 11 is a diagram illustrating an example of a functional configuration of an information processing device and an information management device according to a second embodiment. FIG. [Figure 13] FIG. 11 is a diagram illustrating an example of usage information. [Figure 14] FIG. 11 is a sequence diagram showing an example of the operation of the call center system according to the second embodiment. [Figure 15] FIG. 11 is a diagram illustrating an update process of management information according to the second embodiment. [Figure 16] FIG. 13 is a diagram showing an example of correspondence information according to the third embodiment. [Figure 17] FIG. 13 is a diagram illustrating an update process of management information according to the third embodiment. [Figure 18] FIG. 13 is a sequence diagram showing an example of the operation of the call center system according to the fourth embodiment. [Figure 19] FIG. 13 is a diagram showing management information update processing according to the fourth embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, preferred embodiments of the present invention will be described with reference to the accompanying drawings. In this specification and the drawings, components having substantially the same functional configurations are designated by the same reference numerals, and redundant description will be omitted.

[0012] In addition, in this specification and drawings, multiple components having substantially the same functional configuration or logical meaning may be distinguished by adding different alphabets after the same reference numeral. However, when there is no need to particularly distinguish between multiple components having substantially the same functional configuration or logical meaning, each of the multiple components is given only the same reference numeral.

[0013] 1. First embodiment <1.1 Configuration> One embodiment of the present invention relates to a call center system that centralizes the call receiving operations of the branches of a bank, etc. This embodiment is used in a call center system in which, for example, an information processing device of the call center receives an incoming call from a customer terminal and transfers the call to an employee terminal used by an employee of the branch.

[0014] Fig. 1 is a diagram showing an overview of a call center system according to an embodiment of the present invention. As shown in Fig. 1, the call center system 1 according to the present embodiment includes an information processing device 10, a customer terminal 20, an employee terminal 30, and a call center terminal 40, each of which is connected via a communication network 100.

[0015] The information processing device 10 is a device that receives a call signal sent from the customer terminal 20 and performs processing according to the working status of the employee. The information processing device 10 is, for example, a server device. In this embodiment, the information processing device 10 is an example of a device provided in a call center, but it may be a device provided outside the call center.

[0016] The information processing device 10 acquires work information indicating the work status of a worker, and determines execution information based on correspondence information in which type information indicating the type of work status is associated with execution information indicating the process to be executed when the worker is absent.

[0017] When the information processing device 10 receives a call signal sent from the customer terminal 20, it transmits voice guidance information to the customer terminal 20 to cause the customer terminal 20 to output voice guidance. After that, when the information processing device 10 receives request information from the customer terminal 20 indicating the worker the customer wishes to call, it identifies the worker indicated in the request information and acquires the work information of the identified worker. Then, if the work status indicated in the work information of the worker is an "attend" state, the information processing device 10 transmits a call signal to the worker's employee terminal 30 and performs processing to connect the call. Also, if the work status indicated in the work information of the worker is an "absent" state, the information processing device 10 performs processing to be performed when the worker is absent.

[0018] The customer terminal 20 is a communication terminal used by a customer and has a calling function. The customer terminal 20 is, for example, a smartphone or a tablet terminal. The customer terminal 20 transmits a call signal and transmits request information to the information processing device 10 in response to the terminal operation of the customer.

[0019] The employee terminal 30 is a communication terminal used by an employee and has a calling function. The employee terminal 30 is, for example, a smartphone or a tablet terminal. The employee terminal 30 transmits work schedule information indicating the employee's work schedule to the information processing device 10 in response to the employee's terminal operation. The employee terminal 30 also receives a call signal transmitted from the information processing device 10, and establishes a connection for making a call with the customer terminal 20. Although an example in which there are two employee terminals 30 is shown in FIG. 1, the number is not limited.

[0020] The call center terminal 40 is a terminal provided in a call center, and is, for example, a PC (Personal Computer).

[0021] The communication network 100 is, for example, a mobile carrier network, a public network, or the Internet.

[0022] The outline of the call center system 1 according to this embodiment has been explained above.

[0023] 2 is a diagram showing an example of the functional configuration of an information processing device 10 according to this embodiment. As shown in FIG. 2, the information processing device 10 includes a communication unit 11, a control unit 13, and a storage unit 15.

[0024] The communication unit 11 is a communication interface configured with a communication device for performing communication, etc. The communication unit 11 communicates with other devices via a communication network 100.

[0025] The communication unit 11 functions as a transmission unit 111 and a reception unit 113 .

[0026] The transmission unit 111 transmits various information to other devices via the communication network 100. The transmission unit 111 also performs communication connections via the communication network 100 for making calls with the customer terminal 20 and the employee terminal 30.

[0027] The receiving unit 113 receives various information from other devices via the communication network 100. The receiving unit 113 also receives outgoing signals and request information from the customer terminal 20 via the communication network 100. The receiving unit 113 also performs communication connections via the communication network 100 to make calls with the customer terminal 20 and the employee terminal 30.

[0028] The control unit 13 is composed of a central processing unit (CPU), a random access memory (RAM), and the like, and performs overall control of the operation of the information processing device 10 in accordance with various programs.

[0029] The control unit 13 functions as an IVR unit 131, a call distribution control unit 133, and a management unit 135. Each function will be described in detail later.

[0030] The storage unit 15 is composed of a ROM (Read Only Memory) and a RAM (Random Access Memory).

[0031] The storage unit 15 functions as a first storage unit 151, a second storage unit 153, and a third storage unit 155.

[0032] The first storage unit 151 stores management information 191.

[0033] The second storage unit 153 stores the schedule information 193. The second storage unit 153 functions as a work information storage unit.

[0034] The third storage unit 155 stores the corresponding information 195. The third storage unit 155 functions as a corresponding information storage unit.

[0035] Here, the IVR unit 131, the call distribution control unit 133, and the management unit 135 related to the control unit 13 will be described in detail below.

[0036] The IVR unit 131 controls output of voice guidance when a call signal is received from the customer terminal 20. When the receiving unit 113 receives a call signal from the customer terminal 20, the IVR unit 131 outputs voice guidance information for causing the customer terminal 20 to output voice guidance to the transmitting unit 111. For example, the voice guidance is a voice regarding an instruction to input the employee whom the customer wishes to call.

[0037] The IVR unit 131 acquires request information sent from the customer terminal 20 from the receiving unit 113, and outputs the request information to the call distribution control unit 133. Here, the request information is information that the customer requests a call with an employee, and includes information indicating the employee with whom the customer wishes to call. The request information is, for example, information indicating a designated number linked to an employee.

[0038] When the call distribution control unit 133 acquires request information from the IVR unit 131, it identifies the worker indicated in the request information. For example, the call distribution control unit 133 identifies the worker indicated in the request information based on the designated number indicated in the request information and the management information 191. In addition, the call distribution control unit 133 determines the working status of the identified worker and executes processing based on the working status.

[0039] The call distribution control unit 133 functions as a determination unit 181 and an execution unit 183 .

[0040] The determination unit 181 acquires request information from the IVR unit 131, and identifies a worker indicated by the request information based on the acquired request information. For example, the determination unit 181 refers to management information 191 in which a designated number and a worker are associated based on a designated number indicated by the request information, and identifies a worker from the designated number indicated by the request information. The determination unit 181 also refers to management information 191 in which work information indicating the work status of a worker is stored, and identifies the work information of the worker. Then, the determination unit 181 determines whether the work status indicated by the identified work information is "attended" or "not at home". For example, when the work information is "attended", the determination unit 181 determines the work status to be "attended". For example, when the work information is "not at home", "in a meeting", or "out" (i.e., when the work information is other than a business status in which a call can be handled, such as these), the determination unit 181 determines the work status to be "not at home". The determination unit 181 also outputs the determination result to the execution unit 183.

[0041] Here, the presence state in this embodiment refers to a state in which a worker is able to respond to calls. The presence state refers, for example, to a state in which a worker is at work and is not out or attending a meeting. Moreover, the absence state in this embodiment refers to a state in which a worker is unable to respond to calls. The absence state includes, for example, not only a state in which a worker is away from his / her desk or out, but also a state in which a worker is attending a meeting.

[0042] FIG. 3 is a diagram showing an example of management information 191 stored in the first storage unit 151. The management information 191 in FIG. 3 will be described below with reference to the configuration example in FIG. 2. The management information 191 is information in which various information about workers is stored. The management information 191 is made up of one or more records each consisting of a designated number 1911, a worker ID 1912, a name 1913, work information 1914, a branch office 1915, a department 1916, a telephone number 1917, execution information 1918, and a substitute worker ID 1919. One record corresponds to information about one worker. The designated number 1911 is a number for identifying a worker from request information received from the customer terminal 20. The worker ID 1912 is information for identifying an individual worker, for example, a number. The name 1913 is the name of the worker, for example, written in katakana. The work information 1914 is information indicating the working status of the worker, such as present, absent, in a meeting, out of the office, etc. The branch office 1915 is information indicating the branch office of the office where the worker works, such as information on the branch office name. The affiliation 1916 is information indicating the affiliation of the worker, such as information on the department. The telephone number 1917 is the telephone number of the employee terminal 30 used by the worker. The execution information 1918 is information indicating the process executed by the information processing device 10 when the worker is absent. The execution information 1918 is, for example, a voice guidance instruction for transferring to a substitute worker or calling back. Transferring to a substitute worker refers to a process of transferring a call to the employee terminal 30 of a substitute worker who is a different worker from the worker indicated in the request information, that is, a call process of transmitting a call signal to the employee terminal 30 of the substitute worker and connecting the customer terminal 20 and the employee terminal 30 of the substitute worker. The call back voice guidance instruction refers to a process of instructing the customer terminal 20 to output a voice guidance informing the customer that a call will be returned because the worker is not available. Execution information 1918 is information of "none" if no process to be executed when the worker is not available is registered. Substitute worker ID 1919 is information of the worker ID of a substitute worker who handles calls on behalf of the worker.

[0043] For example, when the designated number indicated in the request information acquired from the IVR unit 131 is "1", the determination unit 181 refers to the designated number 1911 in the management information 191 and identifies the worker indicated in the request information as the worker with the worker ID "0000121". The determination unit 181 then refers to the work information 1914 in the management information 191 and identifies the work information of the worker with the worker ID "0000121" as "present". Furthermore, the determination unit 181 determines the work status indicated by the work information "present" as "present status". Furthermore, when the designated number indicated in the request information acquired from the IVR unit 131 is "2", the determination unit 181 refers to the designated number 1911 in the management information 191 and identifies the worker indicated in the request information as the worker with the worker ID "0000122". Then, by referring to the work information 1914 of the management information 191, the work information of the worker with the worker ID "0000122" is specified as "Absent". Furthermore, the determination unit 181 determines the work status indicated by the work information "Absent" to be "Absent".

[0044] The execution unit 183 performs processing based on the determination result of the determination unit 181 and the execution information 1918 of the management information 191. For example, when the determination unit 181 determines that the work status is "attendance", the execution unit 183 transmits a call signal to the employee terminal 30 of the worker indicated in the request information and performs call processing to connect the customer terminal 20 and the employee terminal 30 of the worker. Also, for example, when the determination unit 181 determines that the work status is "absence", the execution unit 183 refers to the execution information 1918 of the management information 191 to identify the execution information of the worker. Then, the execution unit 183 performs processing to be executed when the worker indicated in the identified execution information is absent.

[0045] For example, when the determination unit 181 identifies the worker indicated in the request information acquired from the IVR unit 131 as the worker with worker ID "0000121" and determines the working status to be "attended", the execution unit 183 performs call processing to send a call signal to the employee terminal 30 of the employee with employee ID "0000121" and connect the customer terminal 20 to the employee terminal 30 of the employee with employee ID "0000121". For example, the execution unit 183 refers to the telephone number 1917 in the management information 191, sends a call signal to the telephone number of the employee with employee ID "0000121", and performs call processing to connect the employee terminal 30 of the employee with employee ID "0000121" to the customer terminal 20.

[0046] For example, when the determination unit 181 identifies the worker indicated in the request information acquired from the IVR unit 131 as the worker with the worker ID "0000122" and determines the working status as "absent", the execution unit 183 refers to the execution information 1918 in the management information 191 and identifies the execution information as "transfer to substitute worker". Then, the execution unit 183 transmits a call signal to the employee terminal 30 of the substitute worker and performs a call process to connect the customer terminal 20 and the employee terminal 30 of the substitute worker. Here, the substitute worker for the worker with the worker ID "0000122" is the worker with the worker ID "0000121". Therefore, the execution unit 183 refers to the telephone number 1917 in the management information 191 and transmits a call signal to the telephone number of the employee with the worker ID "0000121", and performs a call process to connect the customer terminal 20 and the employee terminal 30 of the employee with the worker ID "0000121".

[0047] The management unit 135 acquires the work information of the worker by referring to the schedule information 193, and determines the execution information based on the acquired work information and the corresponding information 195. In addition, the management unit 135 registers the acquired work information and the determined execution information in the management information 191.

[0048] The management unit 135 functions as an acquisition unit 185 and a determination unit 187 .

[0049] The acquisition unit 185 acquires the work information of the worker. Specifically, the acquisition unit 185 acquires the work information of the worker by referring to the schedule information 193 stored in the second storage unit 153. In addition, the acquisition unit 185 outputs the work information and the worker ID to the determination unit 187.

[0050] FIG. 4 is a diagram showing an example of schedule information 193 stored in the second storage unit 153. Hereinafter, the schedule information 193 in FIG. 4 will be described with reference to the configuration example in FIG. 2. The schedule information 193 is information in which a worker ID 1931, a date 1933, a time 1935, and work information 1937 are associated with each other. The date 1933 and the time 1935 may be collectively described as date and time information. The worker ID 1931 is identification information for identifying a worker. In the example of the schedule information 193 in FIG. 4, the worker with the worker ID "0000121" is present from 9:00 to 12:00 on May 1, 2023, and is scheduled to go out from 12:00 to 17:00, and the worker with the worker ID "0000122" is scheduled to leave from 9:00 to 17:00 on May 1, 2023.

[0051] For example, when acquiring work information of a worker with worker ID "0000122" at 10:00 on May 1, 2023, the acquisition unit 185 refers to the work information 1937 of the schedule information 193 and acquires the work information "Left".

[0052] The determination unit 187 acquires the work information and the worker ID of the worker from the acquisition unit 185, and determines whether the work status indicated by the work information is a presence state or an absence state to determine the execution information. For example, when the work information is "presence", the determination unit 187 determines the work status to be "presence state". Also, when the work information is, for example, any of "abandoned", "meeting", and "out", the determination unit 187 determines the work status to be "absent state". When the work status indicated by the work information is a presence state, the determination unit 187 determines the execution information to be "none". Also, when the work status indicated by the work information is an absence state, the determination unit 187 determines the execution information of the worker based on the acquired work information and the correspondence information 195 stored in the third storage unit 155.

[0053] FIG. 5 is a diagram showing an example of the correspondence information 195 stored in the third storage unit 155. The correspondence information 195 is information in which type information 1951 indicating the type of the working status of a worker is associated with execution information 1953 indicating the process to be executed when the worker is absent. The type information 1951 is, for example, "meeting", "out", and "away". The execution information 1953 is, for example, "instruction to call back voice guidance" and "transfer to substitute worker". The first type information in the present invention is, for example, "meeting", and the first execution information is, for example, "instruction to call back voice guidance". The second type information in the present invention is, for example, "out", and the second execution information is, for example, "transfer to substitute worker". Although examples of the first type information, the second type information, the first execution information, and the second execution information have been given, the present invention is not limited to these examples.

[0054] For example, when the acquisition unit 185 acquires work information "Leave" for a worker with worker ID "0000122", the determination unit 187 acquires the work information "Leave" from the acquisition unit 185. Then, the determination unit 187 determines the execution information based on the acquired work information "Leave" and the correspondence information 195. Specifically, the determination unit 187 refers to the execution information 1953 of the correspondence information 195, and determines "Transfer to substitute worker", which is the execution information 1953 corresponding to "Leave", as the execution information.

[0055] The determination unit 187 registers the worker's work information and the determined execution information in the management information 191. For example, the determination unit 187 registers "Leave" in the work information 1914 corresponding to the worker ID "0000122" in the management information 191, and "Transfer to substitute worker" in the execution information 1918.

[0056] <1.2 Operation processing> Next, the operation process of the call center system 1 according to this embodiment will be specifically described with reference to Fig. 6 to Fig. 10. Fig. 6 is a sequence diagram showing an example of the operation of the call center system. Fig. 6 shows a process in which the information processing device 10 in the call center system 1 registers the work schedule of workers and updates management information.

[0057] As shown in Fig. 6, first, the information processing device 10 transmits a URL for inputting work schedules to the employee terminal 30 (step S11). Specifically, the transmission unit 111 of the information processing device 10 transmits the URL for inputting work schedules to the employee terminal 30 via the communication network 100. The information processing device 10 transmits the URL for inputting work schedules to the employee terminal 30, for example, by using SMS (Short Message Service). The information processing device 10 transmits the URL for inputting work schedules to all employee terminals 30 in the call center system 1, for example. The information processing device 10 may transmit the URL for inputting work schedules to the employee terminal 30 every morning.

[0058] Next, when the employee terminal 30 receives the URL for inputting the work schedule from the information processing device 10, it accesses the input URL and transmits the work schedule information based on the employee's input operation (step S13). Specifically, the employee terminal 30 transmits the work schedule information, which is information on the work schedule input by the employee operating the screen of the employee terminal 30, and the employee ID of the employee using the work terminal 30, to the information processing device 10 via the communication network 100.

[0059] When the information processing device 10 receives the work schedule information transmitted from the employee terminal 30, it performs a process of registering the schedule information (step S15).

[0060] FIG. 7 is a diagram showing a process of registering schedule information.

[0061] First, the information processing device 10 acquires work schedule information and information on the employee ID of the employee who uses the employee terminal 30 from the employee terminal 30 (step 101). Specifically, the receiving unit 113 of the information processing device 10 receives the work schedule information transmitted from the employee terminal 30. The work schedule information is information that includes date and time information and work information that indicates the working status.

[0062] The information processing device 10 associates the work plan information with the worker ID (identification information) and registers it in the schedule information 193 (step 103). Specifically, the information processing device 10 associates the work plan information with the worker ID and registers it in the schedule information 193 stored in the second storage unit 153.

[0063] When the information processing device 10 finishes the process of registering the work plan information in the schedule information 193 stored in the second storage unit 153 in association with the worker ID, the schedule registration process ends.

[0064] Returning to FIG. 6, when the information processing device 10 finishes the schedule registration process, it performs an update process of the management information (step S17).

[0065] FIG. 8 illustrates the process of updating management information.

[0066] As shown in FIG. 8, first, the acquisition unit 185 of the information processing device 10 acquires the work information of the worker by referring to the date 1933, time 1935, and work information 1937 of the schedule information 193, and outputs the work information and the worker ID to the determination unit 187 (step S201). The acquisition unit 185 acquires the work information 1937 corresponding to the time at which step S201 is performed. For example, when processing step S201 at 10:00 on May 1, 2023, the acquisition unit 185 acquires the work information "Leave" for the worker ID "0000122" by referring to the schedule information 193. Then, the acquisition unit 185 outputs the acquired work information and worker ID to the determination unit 187.

[0067] Next, the determination unit 187 acquires the work information and the worker ID of the worker from the acquisition unit 185, and judges whether the work status indicated by the acquired work information is a presence state or an absence state (step S203). For example, when the work information is "at the desk", the determination unit 187 judges that the work status is a presence state. Also, for example, when the work information is any of "meeting", "out", and "away", the determination unit 187 judges that the work status is an absence state. For example, when the determination unit 187 acquires the work information "away" from the acquisition unit 185, the determination unit 187 judges whether the work status indicated by "away" is a presence state or an absence state. When the work information acquired from the acquisition unit 185 is "away", the work information "away" indicates an absence state, so the determination unit 187 judges that the work status indicated by the work information is an absence state.

[0068] If the work status indicated by the work information is the presence status (step S203: YES), the decision unit 187 decides that the execution information is "none" (step S205).

[0069] If the work status indicated by the work information is an absent state (step 203: NO), the determination unit 187 determines the execution information corresponding to the work information based on the correspondence information 195 (step S207). Specifically, the determination unit 187 refers to the correspondence information 195 to determine the execution information corresponding to the work information acquired from the acquisition unit 185. The work information corresponds to the type information in the correspondence information 195. For example, if the work information acquired from the acquisition unit 185 is "Away", the determination unit 187 refers to the correspondence information 195 and determines the execution information corresponding to "Away" as "Transfer to substitute worker".

[0070] Then, the determination unit 187 updates the work information 1914 and the execution information 1918 of the management information 191 (step S209). Specifically, the determination unit 187 updates the work information 1914 and the execution information 1918 of the management information 191 based on the work information acquired from the acquisition unit 185 and the execution information determined in step S205 or step S207. For example, if the acquisition unit 185 acquires "Leave" as the work information of the worker ID "0000122" in step 201, and the determination unit 187 determines the work information to be "Transfer to substitute worker" in step S207, the determination unit 187 updates the work information 1914 corresponding to the worker ID "0000122" in the management information 191 to "Leave" and updates the execution information 1918 to "Transfer to substitute worker".

[0071] The information processing device 10 also performs the update process of the management information for the other workers. For example, the information processing device 10 performs the update process of the management information for all workers.

[0072] Then, when the information processing device 10 finishes the process of step S209, it ends the management information update process.

[0073] Returning to FIG. 6, when the information processing device 10 finishes the update process of the management information, it performs a time judgment (step S19). For example, the information processing device 10 judges whether a predetermined time has passed since the update process of the management information was finished, or whether the business hours of the business store have ended, as the time judgment. When the information processing device 10 judges that the predetermined time has passed (step S19: predetermined time has passed), it returns to step S17 of the flow and performs the update process of the management information. When the information processing device 10 judges that the business hours have ended in the time judgment (step S19: business hours end), it ends the series of processes. The information processing device 10 performs the update process of the management information every time a predetermined time has passed during the business hours, but when the business hours end, it does not perform the update process of the management information and ends the series of processes. Here, the predetermined time may be any appropriate time, for example, one minute. When the business hours end, it may be judged whether the closing time of the business has been reached, for example, whether the closing time of the business has been reached at 5 p.m.

[0074] The operation of the call center system 1 from the registration of the work schedule of the worker to the update processing of the management information has been described above with reference to FIGS.

[0075] Next, the operation of the call center system 1 when the customer terminal 20 transmits a call signal and the information processing device 10 receives and processes the call signal will be described with reference to FIGS.

[0076] Fig. 9 is a sequence diagram showing an example of the operation of the call center system 1. Fig. 9 shows the operation when the customer terminal 20 transmits a call signal and the information processing device 10 receives and processes the call signal in the call center system 1.

[0077] As shown in FIG. 9, first, the customer terminal 20 transmits a transmission signal to the information processing device 10 via the communication network 100 (step S21).

[0078] Next, when the IVR unit 131 of the information processing device 10 receives the outgoing signal from the customer terminal 20, it performs a receiving process (step S23). Specifically, the IVR unit 131 outputs voice guidance information, which is an instruction to output voice guidance, to the customer terminal 20. Then, the transmission unit 111 transmits the voice guidance information to the customer terminal 20 via the communication network 100. Here, the voice guidance information is information that causes the customer terminal 20 to output voice guidance that prompts the customer to specify the employee with whom he or she wishes to call. The voice guidance information is information that causes the customer terminal 20 to output voice guidance such as, for example, "Please select the person you wish to call from 1 to 5."

[0079] When the customer terminal 20 receives the voice guidance information from the information processing device 10, it outputs the voice guidance. Then, the customer terminal 20 accepts input of request information, which is information indicating the worker the customer wishes to call, and transmits the accepted request information to the information processing device 10 (step S25). Here, the request information is information for specifying the worker the customer wishes to call, such as number information. The customer terminal 20 accepts the request information, for example, by the customer operating a screen to input numbers. For example, the number indicated in the request information is the same as the designated number 1911 in the management information 191.

[0080] Then, when the information processing device 10 receives the request information from the customer terminal 20, it performs a receiving process for the request information (step S27).

[0081] FIG. 10 illustrates a process of receiving request information.

[0082] As shown in FIG. 10, first, the IVR unit 131 of the information processing device 10 acquires request information received by the receiving unit 113 from the customer terminal 20, and outputs it to the determining unit 181 (step S301).

[0083] Next, the judgment unit 181 refers to the management information 191 to acquire the work information of the worker indicated in the request information (step S303). Specifically, the judgment unit 181 refers to the designated number 1911 in the management information 191 to identify the worker indicated in the request information based on the designated number indicated in the request information. Then, the judgment unit 181 refers to the work information 1914 in the management information 191 to acquire the work information of the worker. For example, when the designated number indicated in the request information is "2", the judgment unit 181 identifies the worker indicated in the request information as the worker with the worker ID "0000122". Then, the judgment unit 181 refers to the work information 1914 corresponding to the worker ID "0000122" in the management information 191 to acquire the work information "Leave work" of the worker.

[0084] Then, the determination unit 181 determines whether the work status indicated by the worker's work information acquired in step S303 is a presence state or an absence state (step S305). For example, when the worker's work information is "present", the determination unit 181 determines that the work status indicated by the work information is a presence state. On the other hand, when the worker's work information is "abandoned", for example, the determination unit 181 determines that the work status indicated by the work information is an absence state. For example, when the worker's work information is "meeting" or "out", the determination unit 181 also determines that the work status indicated by the work information is an absence state. The determination unit 181 outputs the determination result and the worker ID to the execution unit 183.

[0085] When the determination unit 181 determines that the work status indicated by the worker's work information is a presence status (step S305: YES), the execution unit 183 performs a process of transferring the call to the worker indicated by the request information (step S307). That is, for example, the execution unit 183 refers to the telephone number 1917 in the management information 191, transmits a call signal to the worker terminal 30 used by the worker, and performs a call process of connecting the worker terminal 30 and the customer terminal 20. Also, when the determination unit 181 determines that the work status indicated by the worker's work information is an absence status (step S305: NO), the execution unit 183 refers to the execution information 1918 in the management information 191 to identify the execution information, and executes a process based on the identified execution information (step S309). For example, when the identified execution information is "transfer to substitute worker", the execution unit 183 performs a process of transferring the call to the substitute worker. That is, the execution unit 183, for example, refers to the telephone number 1917 corresponding to the substitute worker's employee ID in the management information 191, sends a call signal to the substitute worker's employee terminal 30, and performs call processing to connect the substitute worker's employee terminal 30 and the customer terminal 20.

[0086] After performing the process of step S307 or step S309, the information processing device 10 ends the process of receiving the request information.

[0087] Returning to FIG. 9, when the information processing device 10 finishes the process of receiving the request information, the series of processes ends.

[0088] The first embodiment has been described above. In the first embodiment, the information processing device 10 determines execution information, which is a response when a worker is absent, based on the schedule information 191 and the response information 195, and stores it in the management information 191. Then, when the information processing device 10 receives a call from the customer terminal 20, it performs processing according to the working status of the designated worker. When the working status of the designated worker is absent, it executes processing indicated by the execution information stored in the management information 191. When the working status of the worker is absent, the information processing device 10 determines execution information indicating processing when the worker is absent and registers it in the management information, so that it is not necessary to register the response when the worker is absent every time. In addition, the working status of the worker is periodically acquired from the schedule information, and execution information according to the working status is determined, so that it is possible to perform processing appropriate to the working status of the worker in response to an incoming call from the customer terminal 20.

[0089] In the above embodiment, an example was shown in which the information processing device 10 sends a URL for inputting work schedules to the employee terminal 30, but this is not limited to the above, and the input URL may be notified using an application provided on the employee terminal 30. For example, an application with a function for notifying the input URL may be installed in advance on the employee terminal 30, and the application may notify the input URL at a predetermined timing.

[0090] <2. Second embodiment> Next, a second embodiment of the present invention will be described.

[0091] <2.1 Configuration> FIG. 11 is a diagram showing an overview of a call center system 5 according to the second embodiment. The call center system 5 according to the second embodiment differs from the call center system 1 according to the first embodiment in that it includes an information management device 60. The call center system 5 also includes a customer terminal 20, an employee terminal 31, a call center terminal 40, an information processing device 50, and an information management device 60, each of which is communicatively connected via a communication network 100. The configurations of the same numbers as those in the first embodiment are the same as those in the first embodiment, and therefore will not be described below.

[0092] The employee terminal 31 is a communication terminal used by an employee and has a calling function. The employee terminal 31 is, for example, a smartphone or a tablet terminal. The employee terminal 31 transmits usage information indicating the employee's usage state of the employee terminal 31 to the information management device 60. The employee terminal 31 transmits the usage information to the information management device 60 periodically, for example, every minute. The employee terminal 31 also receives a call signal transmitted from the information processing device 50 and establishes a connection for making a call with the customer terminal 20. Although an example in which there are two employee terminals 31 is shown in FIG. 11, the number is not limited.

[0093] The information processing device 50 is a device that receives a call signal sent from the customer terminal 20 and performs processing according to the working status of the employee. For example, the information processing device 50 is a server device. In this embodiment, the information processing device 50 is an example of a device provided in a call center, but it may be a device provided outside the call center.

[0094] The information processing device 50 acquires usage information of the worker's work terminal 31 as work information from the information management device 60. Then, the information processing device 50 determines the process to be executed when the worker is absent based on correspondence information in which type information indicating the type of the worker's work status is associated with execution information indicating the process to be executed when the worker is absent.

[0095] When the information processing device 50 receives a call signal sent from the customer terminal 20, it transmits voice guidance information to the customer terminal 20 to cause the customer terminal 20 to output voice guidance. After that, when the information processing device 50 receives request information from the customer terminal 20 indicating the worker the customer wishes to call, it identifies the worker indicated in the request information and acquires the work information of the identified worker. Then, if the work status indicated in the work information of the worker is an "attend" state, the information processing device 50 transmits a call signal to the worker's worker terminal 31 and performs processing to connect the call. Furthermore, if the work status indicated in the work information of the worker is an "absent" state, the information processing device 50 performs processing to be performed when the worker is absent.

[0096] The information management device 60 is a device that manages usage information indicating the usage status of the employee terminal 31. The information management device 60 is, for example, a server device. The information management device 60 periodically acquires and stores usage information from the employee terminal 31. The information management device 60, for example, stores usage information of all employee terminals 31 in the call center system 5. Here, usage information is, for example, information indicating the usage status of applications in the employee terminal 31. The information management device 60 also periodically transmits the usage information to the information processing device 50. The transmission frequency may be set appropriately, for example, every minute.

[0097] FIG. 12 is a diagram illustrating an example of the functional configuration of an information processing device 50 and an information management device 60 according to the second embodiment.

[0098] The information processing device 50 according to the second embodiment includes a communication unit 11, a control unit 53, and a storage unit 55.

[0099] The control unit 53 is composed of a CPU, a RAM, etc., and controls the overall operation of the information processing device 50 in accordance with various programs.

[0100] The control unit 53 functions as an IVR unit 131, a call distribution control unit 133, and a management unit 535. The IVR unit 131 and the call distribution control unit 133 have the same configurations as those described in the first embodiment.

[0101] The management unit 535 acquires the work information of the worker, and determines the execution information based on the work information and the response information 195.

[0102] The management unit 535 functions as an acquisition unit 585 and a determination unit 187. The determination unit 187 has the same configuration as that described in the first embodiment.

[0103] The acquisition unit 585 acquires the work information of the worker. Specifically, the acquisition unit 585 acquires the worker's usage information 693 (described later) transmitted from the information management device 60 to the information processing device 50 as the worker's work information.

[0104] The storage unit 55 is composed of a ROM and a RAM. The storage unit 55 functions as a first storage unit 151 and a third storage unit 155. The storage unit 55 differs from the storage unit 15 according to the first embodiment in that the storage unit 55 does not function as a second storage unit.

[0105] The information management device 60 according to the second embodiment includes a communication unit 61 and a storage unit 65.

[0106] The communication unit 61 is a communication interface configured with a communication device for performing communication, etc. The communication unit 61 communicates with other devices via the communication network 100, and transmits and receives various information.

[0107] The storage unit 65 is composed of a ROM and a RAM. The storage unit 65 functions as a second storage unit 653.

[0108] The second storage unit 653 stores usage information 693 indicating the usage status of the employee terminal 31. The usage information 693 is, for example, information indicating the usage status of an application in the employee terminal 31. The second storage unit 653 functions as a work information storage unit.

[0109] FIG. 13 is a diagram showing an example of the usage information 693 stored in the second storage unit 653. The usage information 693 is information in which an employee ID 6931 and usage information 6933 are associated with each other. The employee ID 6931 is identification information for identifying an employee. The usage information 6933 is, for example, information indicating the usage state of the employee terminal 31 used by the employee, and is information indicating the usage state of an application in the employee terminal 31 used by the employee. The application is, for example, an application for conducting a web conference or a call, or an application for managing the employee's schedule. The usage information "Present" indicates, for example, that the application is being used. The usage information "Away" indicates that the application is not being used. The usage information "Conference" indicates that a web conference or a call is being conducted using the application. The usage information "Out" indicates that an application for managing the employee's schedule has a plan to go out. In this example, an example has been described in which the usage state of the employee terminal 31 is determined by an application for web conference or the like, or an application for schedule management. However, the method is not limited to this as long as it can grasp the usage status of the employee terminal 31. For example, in addition to (or instead of) these applications, the usage status of the employee terminal 31 may be grasped by using an application that monitors the key input status by employees.

[0110] <2.2 Operation processing> Next, the operation process of the call center system 5 will be specifically described with reference to Fig. 14. Fig. 14 is a sequence diagram showing an example of the operation of the call center system 5 according to the second embodiment. Fig. 14 shows a process of registering the work information of a worker in the information processing device 50 in the call center system 5.

[0111] 14, first, the information processing device 50 transmits a provision instruction signal indicating an instruction to provide usage information to the information management device 60 (step S31). The information processing device 50 transmits an instruction to provide usage information for all workers, for example. The information processing device 50 may transmit an instruction to provide usage information for a specific worker.

[0112] Next, when the information management device 60 receives a command signal to provide usage information from the information processing device 50, it transmits the usage information of the worker to the information processing device 50 (step S33). For example, the information management device 60 transmits the usage information to the information management device 50 in association with the worker ID.

[0113] When the information processing device 50 receives the usage information from the information management device 60, it performs an update process of the management information (step S35).

[0114] FIG. 15 is a diagram showing management information update processing according to the second embodiment.

[0115] 15, first, the acquisition unit 585 of the information processing device 50 acquires the usage information received from the information management device 60 as work information, and outputs the work information and the worker ID to the determination unit 187 (step S211). For example, the acquisition unit 585 acquires the usage information "Leave" of the worker ID "0000122" as the work information "Leave".

[0116] Next, the decision unit 187 acquires the work information and the worker ID from the acquisition unit 585, and determines whether the work status indicated by the acquired work information is a presence status or an absence status (step S203).

[0117] If the work status indicated by the work information is the presence status (step S203: YES), the decision unit 187 decides that the execution information is "none" (step S205).

[0118] If the work status indicated by the work information is an absence status (step 203: NO), the determination unit 187 determines the execution information corresponding to the work information based on the correspondence information 195 (step S207).

[0119] Then, the determination unit 187 updates the work information 1914 and the execution information 1918 of the management information 191 based on the work information acquired from the acquisition unit 585 and the execution information determined in step S205 or step S207 (step S209).

[0120] The information processing device 50 also performs the update process of the management information for the other workers. For example, the information processing device 50 performs the update process of the management information for all workers.

[0121] Then, when the information processing device 50 finishes the process of step S209, it ends the management information update process.

[0122] Returning to FIG. 14, when the information processing device 50 finishes the update process of the management information, it performs a time judgment (step S19). For example, the information processing device 50 judges whether a predetermined time has passed since the update process of the management information was finished, or whether business hours of the business store have ended, as the time judgment. When the information processing device 50 judges that the predetermined time has passed (step S19: predetermined time has passed), it returns to step S35 of the flow and performs the update process of the management information. When the information processing device 50 judges that business hours have ended in the time judgment (step S19: business hours end), it ends the series of processes. The information processing device 50 performs the update process of the management information every time a predetermined time has passed during business hours, but when business hours end, it does not perform the update process of the management information and ends the series of processes. Here, the predetermined time may be any appropriate time, for example, one minute. When the business hours end, it may be judged whether the closing time of business has been reached, for example, whether the closing time of business is reached at 5 p.m.

[0123] The second embodiment has been described above. In the second embodiment, the information processing device 50 acquires the usage information of the worker as work information from the information management device 60. Then, the information processing device 50 determines execution information, which is processing when the worker is absent, based on the acquired work information and response information 195, and registers it in the management information 191. Therefore, it becomes possible to acquire the work status of the worker in real time, and it becomes possible to perform processing that is more suitable for the work status of the worker in response to an incoming call from the customer terminal 20. Furthermore, it becomes possible to save the worker the trouble of inputting a work schedule.

[0124] <3. Third embodiment> Next, a third embodiment of the present invention will be described.

[0125] <3.1 Configuration> 1, a call center system 7 according to the third embodiment has an information processing device 70, a customer terminal 20, an employee terminal 30, and a call center terminal 40, each of which is connected to a communication network 100. Since the configuration of the same numbers as in the first embodiment is the same as the configuration of the first embodiment, the explanation thereof will be omitted below.

[0126] The information processing device 70 is a device that receives a call signal sent from the customer terminal 20 and performs processing according to the working status of the employee. For example, the information processing device 70 is a server device. In this embodiment, the information processing device 70 is an example of a device provided in a call center, but it may be a device provided outside the call center.

[0127] The information processing device 70 acquires work information indicating the work status of a worker, and determines the process to be executed when the worker is absent based on correspondence information in which type information indicating the type of the worker's work status is associated with execution information indicating the process to be executed when the worker is absent. Response information according to the third embodiment is provided for each worker, and the information processing device 70 determines the process to be executed when the worker is absent based on the response information of the worker.

[0128] When the information processing device 70 receives a call signal sent from the customer terminal 20, it transmits voice guidance information to the customer terminal 20 to cause the customer terminal 20 to output voice guidance. After that, when the information processing device 70 receives request information from the customer terminal 20 indicating the worker the customer wishes to call, it identifies the worker indicated in the request information and acquires the work information of the identified worker. Then, if the work status indicated in the work information of the worker is an "attend" state, the information processing device 70 transmits a call signal to the worker's employee terminal 30 and performs processing to connect the call. Furthermore, if the work status indicated in the work information of the worker is an "absent" state, the information processing device 70 performs processing to be performed when the worker is absent.

[0129] An information processing device 70 according to the third embodiment includes a communication unit 11, a control unit 73, and a storage unit 75, as shown in FIG.

[0130] The control unit 73 is composed of a CPU, a RAM, etc., and controls the overall operation of the information processing device 70 in accordance with various programs.

[0131] The control unit 73 functions as an IVR unit 131, a call distribution control unit 133, and a management unit 735. The IVR unit 131 and the call distribution control unit 133 have the same configurations as those described in the first embodiment.

[0132] The management unit 735 acquires the work information of the worker, and determines the execution information based on the work information and the corresponding information 795 (described later). In addition, the management unit 735 registers the acquired work information and the determined execution information in the management information 191.

[0133] The management unit 735 functions as the acquisition unit 185 and the decision unit 787. The acquisition unit 185 has the same configuration as that described in the first embodiment.

[0134] The determination unit 787 acquires the work information of the worker from the acquisition unit 185, and determines the performance information of the worker based on the acquired work information and the corresponding information 795 (described later) stored in the third storage unit 755.

[0135] The storage unit 75 is made up of a ROM and a RAM. The storage unit 75 functions as a first storage unit 151, a second storage unit 153, and a third storage unit 755.

[0136] The third storage unit 755 stores the correspondence information 795. The third storage unit 755 functions as a correspondence information storage unit.

[0137] FIG. 16 is a diagram showing an example of the correspondence information 795 according to the third embodiment. The correspondence information 795 according to the third embodiment is correspondence information for each worker, and is stored in the third storage unit 755. The correspondence information 795A is correspondence information for a worker with a worker ID of "0000121". The correspondence information 795A is information in which a worker ID 7951, type information 7952 indicating the type of the worker's work information, and execution information 7953 indicating the process to be executed by the execution unit 183 when the worker is absent are associated with each other. The correspondence information 795B is correspondence information for a worker with a worker ID of "0000122". The correspondence information 795B is information in which a worker ID 7954, type information 7955 indicating the type of the worker's work information, and execution information 7956 indicating the process to be executed by the execution unit 183 when the worker is absent are associated with each other. The correspondence information 795C is correspondence information for a worker with a worker ID of "0000123". The correspondence information 795C is information in which a worker ID 7957, type information 7958 indicating the type of work information of the worker, and execution information 7959 indicating the process to be executed by the execution unit 183 when the worker is absent are associated with each other. Although only the correspondence information for three workers is shown in Fig. 16, the third storage unit 755 may store the correspondence information for all workers.

[0138] <3.1 Operation processing> FIG. 17 is a diagram showing management information update processing according to the third embodiment.

[0139] 17, first, the acquisition unit 185 of the information processing device 70 acquires the work information of the worker from the schedule information 193 and outputs it to the determination unit 787 (step S201). The acquisition unit 185 acquires, for example, the work information "Leaving" for the worker ID "0000122". Then, the acquisition unit 185 outputs the work information and the worker ID to the determination unit 787.

[0140] Next, the determination unit 787 acquires the work information and the employee ID of the employee from the acquisition unit 185, and determines whether the work status indicated by the acquired work information is an "attendance status" or an "absence status" (step S203).

[0141] If the work status indicated by the work information is the presence status (step S203: YES), the determination unit 787 determines the execution information to be "none" (step S205).

[0142] If the work status indicated by the work information is absent (step 203: NO), the determination unit 787 identifies the corresponding corresponding information 795 from the worker ID of the worker (step S226). Then, the determination unit 787 determines the execution information corresponding to the work information based on the work information acquired from the acquisition unit 185 and the corresponding information 795 identified in step S226 (step S227). For example, when the determination unit 787 acquires the worker ID "0000122" and the work information "Leave" from the acquisition unit 185, it identifies the corresponding information 795 of the worker ID "0000122" as the corresponding information 795B. Then, based on the work information "Leave" and the corresponding information 795B, the determination unit 787 determines the execution information corresponding to the work information "Leave" as "Transfer to substitute worker".

[0143] Then, the determination unit 787 updates the work information 1914 and execution information 1918 of the management information 191 stored in the first storage unit 151 based on the work information acquired from the acquisition unit 185 and the execution information determined in step S205 or step S227 (step S209). For example, if the acquisition unit 185 acquires "Leave" as the work information for the worker ID "0000122" in step 201, and the determination unit 787 determines the execution information to be "Transfer to substitute worker" in step S227, the determination unit 787 updates the work information 1914 corresponding to the worker ID "0000122" in the management information 191 to "Leave" and updates the execution information 1918 to "Transfer to substitute worker".

[0144] The information processing device 70 also performs the update process of the management information for the other workers. For example, the information processing device 70 performs the update process of the management information for all workers.

[0145] Then, when the information processing device 70 finishes the process of step S209, it ends the management information update process.

[0146] The third embodiment has been described above. In the third embodiment, different correspondence information is stored for each worker, and execution information is determined based on the corresponding correspondence information. This makes it possible to set execution information according to individual circumstances. Note that each work type in the correspondence information 795 and execution information corresponding to the work type may be set by the worker from the worker terminal 30.

[0147] <4. Fourth embodiment> Next, a fourth embodiment of the present invention will be described.

[0148] <4.1 Configuration> 1, a call center system 8 according to the fourth embodiment has an information processing device 80, a customer terminal 20, an employee terminal 30, and a call center terminal 40, each of which is connected to a communication network 100. Since the configuration of the same numbers as in the first embodiment is the same as the configuration of the first embodiment, the explanation will be omitted below.

[0149] The information processing device 80 is a device that receives a call signal sent from the customer terminal 20 and performs processing according to the working status of the employee. For example, the information processing device 80 is a server device. In this embodiment, the information processing device 80 is an example of a device provided in a call center, but it may be a device provided outside the call center.

[0150] The information processing device 80 acquires work information indicating the working status of a worker, and determines the process to be executed when the worker is absent based on correspondence information in which type information indicating the type of the worker's working status is associated with execution information indicating the process to be executed when the worker is absent. In addition, if the process to be executed when the worker is absent is to be transferred to a substitute worker, the substitute worker is determined based on the work information of other workers, etc.

[0151] When the information processing device 80 receives a call signal sent from the customer terminal 20, it transmits voice guidance information to the customer terminal 20 to cause the customer terminal 20 to output voice guidance. After that, when the information processing device 80 receives request information from the customer terminal 20 indicating the worker the customer wishes to call, it identifies the worker indicated in the request information and acquires the work information of the identified worker. Then, if the work status indicated in the work information of the worker is an "attend" state, the information processing device 80 transmits a call signal to the worker's employee terminal 30 and performs processing to connect the call. Furthermore, if the work status indicated in the work information of the worker is an "absent" state, the information processing device 80 performs processing to be performed when the worker is absent.

[0152] An information processing device 80 according to the fourth embodiment includes a communication unit 11, a control unit 83, and a storage unit 15, as shown in FIG.

[0153] The control unit 83 is composed of a CPU, a RAM, etc., and controls the overall operation of the information processing device 80 in accordance with various programs.

[0154] The control unit 83 functions as an IVR unit 131, a call distribution control unit 133, and a management unit 835. The IVR unit 131 and the call distribution control unit 133 have the same configurations as those described in the first embodiment.

[0155] The management unit 835 acquires the work information of the worker by referring to the schedule information 193, and determines the execution information based on the work information and the response information 195. In addition, the management unit 835 determines a substitute worker who will respond to calls on behalf of the worker based on the management information 191 and the schedule information 193.

[0156] The management unit 835 functions as an acquisition unit 885 and a determination unit 887 .

[0157] The acquisition unit 885 acquires the work information of the worker and other workers. Specifically, the acquisition unit 885 acquires the work information of the worker and other workers by referring to the schedule information 193 stored in the second storage unit 153. In addition, the acquisition unit 885 outputs the work information and the worker ID to the determination unit 887.

[0158] The determination unit 887 acquires the work information of the worker from the acquisition unit 885, and determines the performance information of the worker based on the acquired work information and the response information 195 stored in the third storage unit 155. The determination unit 887 also acquires the work information of other workers from the acquisition unit 885, acquires the affiliation information of the other workers by referring to the management information 191, and determines a substitute worker who will handle calls on behalf of the worker based on the work information and affiliation information of the other workers.

[0159] <4.2 Operation processing> FIG. 18 is a sequence diagram showing an example of the operation of the call center system 8 according to the fourth embodiment.

[0160] Steps S11 to S15 and step S19 are similar to the operation example shown in the first embodiment, and therefore the description thereof will be omitted.

[0161] As shown in FIG. 18, after performing step S15, the information processing device 80 performs an update process of the management information (step S57).

[0162] FIG. 19 is a diagram showing management information update processing according to the fourth embodiment.

[0163] As shown in FIG. 19, first, the acquisition unit 885 of the information processing device 80 acquires the work information of the worker from the schedule information 193, and outputs the work information and the worker ID to the determination unit 887 (step S201). For example, the acquisition unit 885 acquires the work information "Leave" of the worker ID "0000122", and outputs the worker ID "0000122" and the work information "Leave" to the determination unit 887. The acquisition unit 885 also acquires the work information of other workers, associates the work information with the worker ID, and outputs it to the determination unit 887. The acquisition unit 885 may acquire the work information of all workers, associate the work information with the worker ID, and output it to the determination unit 887. The acquisition unit 885 may also calculate the attendance time, which is the time during which the work status "At" continues for workers whose work information is "At", based on the schedule information 193, and output it to the determination unit 887. The acquisition unit 885 calculates the attendance time based on, for example, the current time and the time when the work status "at desk" ends.

[0164] The determination unit 887 acquires the work information and worker ID of the worker from the acquisition unit 885, and determines whether the work status indicated by the acquired work information is "present" or "absent" (step S203). The determination unit 887 also acquires the work information and worker ID of other workers from the acquisition unit 885. The determination unit 887 may also acquire the attendance time for workers whose work information is "present" from the acquisition unit 885.

[0165] If the work status indicated by the work information is the presence status (step S203: YES), the determination unit 887 determines the execution information to be "none" (step S205).

[0166] If the work status indicated by the work information is absent (step 203: NO), the determination unit 887 determines the execution information based on the correspondence information 195 (step S207). Specifically, the determination unit 887 refers to the correspondence information 195 to determine the execution information corresponding to the work information acquired from the acquisition unit 885. For example, when the determination unit 887 acquires the worker ID "0000122" and the work information "Away" from the acquisition unit 885, it determines the execution information corresponding to the work information to be "Transfer to substitute worker" based on the correspondence information 195 (step S207).

[0167] Next, the decision unit 887 determines whether the execution information decided in step S207 is "transfer to substitute worker" (step S231).

[0168] If the execution information determined in step S207 is "transfer to substitute worker" (step S231: YES), the determination unit 887 determines the substitute worker (step S233).

[0169] In step S233, the determination unit 887 determines whether or not a suitable substitute worker exists. The determination unit 887 determines, for example, whether or not there is a worker who can answer the phone in place of the worker whose work information has been obtained. The determination unit 887 determines that there is a substitute worker, for example, when there is a worker who belongs to the same department as the worker and whose work information is "present". The determination unit 887 determines whether or not there is a substitute worker, for example, based on the work information of other workers obtained from the acquisition unit 885 and the information of the department 1916 in the management information 191.

[0170] If the determination unit 887 determines in step S233 that there is a substitute worker, it determines a substitute worker (step S237). For example, if there is one other worker who belongs to the same department as the worker and whose work information is "present", the determination unit 887 determines that worker as a substitute. For example, if there are multiple other workers who belong to the same department as the worker and whose work information is "present", the determination unit 887 determines the worker who has been present for the longest time as a substitute worker based on the presence time information acquired from the acquisition unit 885. The determination unit 887 may also determine a substitute worker based on a priority order (not shown), for example.

[0171] Furthermore, if it is determined in step S233 that there is no substitute worker (step S233: no substitute worker), the decision unit 887 changes the execution information. For example, the decision unit 887 changes the execution information to "call-back voice guidance instruction."

[0172] Then, the determination unit 887 updates the work information 1914, execution information 1918, and substitute worker ID 1919 of the management information 191. Specifically, the determination unit 887 updates the work information 1914, execution information 1918, and substitute worker ID 1919 of the management information 191 based on the worker's work information acquired from the acquisition unit 885, the execution information determined in step 207 or step 235, and the substitute worker determined in step S237.

[0173] The information processing device 80 also performs the update process of the management information for the other workers. For example, the information processing device 80 performs the update process of the management information for all workers.

[0174] When the information processing device 80 finishes the process of step S239, it ends the management information update process.

[0175] The fourth embodiment has been described above. In the fourth embodiment, the information processing device 80 determines a substitute worker. Even if the worker whom the customer wishes to call is not available, an appropriate substitute worker can answer the call, so that the call from the customer terminal 20 can be more appropriately processed.

[0176] Although the preferred embodiment of the present invention has been described in detail above with reference to the accompanying drawings, the present invention is not limited to such an example. It is clear that a person having ordinary knowledge in the technical field to which the present invention pertains can conceive of various modified or altered examples within the scope of the technical ideas described in the claims, and it is understood that these also naturally belong to the technical scope of the present invention.

[0177] In the above embodiment, an example in which all functions are performed by one information processing device is described, but the present invention is not limited to this, and the functions described in the above embodiment may be performed by multiple information processing devices. For example, the function of the management unit may be performed by another information processing device, and the system may be configured to perform the present invention by cooperating with an information processing device having functions other than the management unit.

[0178] Also, in the above embodiment, the IVR unit of the information processing device controls the output of voice guidance to the customer terminal, acquires request information from the customer and outputs it to the call distribution control unit, but the functions of the IVR unit may be performed by an operator at a call center. For example, in response to an incoming call from a customer terminal, the call center operator makes a call and listens to the worker the customer wishes to talk to. The operator inputs information indicating the worker that has been listened to into an operator terminal (not shown), and the operator terminal transmits request information indicating the worker that has been listened to to the information processing device. Then, the information processing device receives the request information at a receiving unit and outputs the request information to the call distribution control unit, thereby realizing a form in which all or part of the functions of the IVR unit are performed by a person.

[0179] In the above first, third and fourth embodiments, an example was shown in which the information processing device registers the work schedule input by the worker in the schedule information. However, this is not limited to the example, and if there is a device that holds data on the work schedule of the worker, the information processing device may obtain the work schedule of the worker from the device and register it in the schedule information. [Explanation of symbols]

[0180] 1, 5, 7, 8 Call Center System 10, 50, 70, 80 Information processing equipment 20 Customer terminal 30, 31 Employee terminal 40 Call center terminals 60 Information management device 100 Communication Network

Claims

1. a correspondence information storage unit that stores correspondence information in which type information indicating a type of a worker's work status is associated with execution information indicating a process to be executed when the worker is absent; An acquisition unit that acquires work information indicating the working status of the worker from a work information storage unit different from the corresponding information storage unit; A determination unit that, when the work status indicated by the work information is an absence status, determines a process to be executed when the worker is absent based on the type information and the execution information associated in the correspondence information; A receiving unit that receives request information requesting a call with the worker; an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit; An information processing device comprising:

2. The work information storage unit stores identification information of the worker, date and time information, and schedule information including the work information, The acquisition unit acquires the work information included in the schedule information stored in the work information storage unit. The information processing device according to claim 1 .

3. The work information storage unit stores identification information of a worker and usage information indicating a usage state of the worker terminal used by the worker, The acquisition unit acquires the usage information stored in the work information storage unit as the work information. The information processing device according to claim 1 .

4. The acquisition unit acquires the work information from the work information storage unit outside the information processing device. The information processing device according to claim 1 .

5. A determination unit that determines whether the work status indicated by the work information is an at-sit status or an absent status, When the determination unit determines that the work status indicated by the work information is an attendance status, The execution unit executes a call process for making a call with the employee, When the determination unit determines that the work status indicated by the work information is an absent state, The execution unit executes the process determined by the determination unit. The information processing device according to any one of claims 1 to 4.

6. The response information storage unit stores the response information for each worker, When the work status indicated in the work information is an absence status, the determination unit determines a process to be executed when the worker is absent based on the type information and the execution information associated in the response information of the worker. The information processing device according to any one of claims 1 to 4.

7. The correspondence information storage unit stores the correspondence information in which first type information indicating a type of a worker's working status and first execution information indicating a first process to be executed when the worker is absent are associated with each other, and second type information indicating a type of a worker's working status and second execution information indicating a second process to be executed when the worker is absent are associated with each other. The information processing device according to any one of claims 1 to 4.

8. The first process is a process of instructing a voice guide to call back, and the second process is a process of transferring the call to a substitute worker. The information processing device according to claim 7.

9. The acquisition unit acquires other work information indicating the work status of a worker other than the worker from the work information storage unit, The determination unit determines the substitute worker based on the other work information, The execution unit executes a transfer process to the substitute worker determined by the determination unit when executing the second process. The information processing device according to claim 8.

10. a correspondence information storage unit that stores correspondence information in which type information indicating a type of a worker's work status is associated with execution information indicating a process to be executed when the worker is absent; An acquisition unit that acquires work information indicating the working status of the worker from a work information storage unit different from the corresponding information storage unit; A determination unit that, when the work status indicated by the work information is an absence status, determines a process to be executed when the worker is absent based on the type information and the execution information associated in the correspondence information; A receiving unit that receives request information requesting a call with the worker; an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit; An information processing system comprising:

11. Computer a correspondence information storage unit that stores correspondence information in which type information indicating a type of a worker's work status is associated with execution information indicating a process to be executed when the worker is absent; An acquisition unit that acquires work information indicating the working status of the worker from a work information storage unit different from the corresponding information storage unit; a determination unit that, when the work status indicated by the work information is an absence status, determines a process to be executed when the worker is absent based on the type information and the execution information associated in the correspondence information; A receiving unit for receiving request information requesting a call with the worker; an execution unit that executes the process determined by the determination unit upon receipt of the request information by the receiving unit; A program to function as a

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