公开(公告)号：JP2003030217A

公开(公告)日：2003-01-31

申请号：JP2001200188

申请日：2001-06-29

Applicant: Internatl Business Mach Corp ,  インターナショナル・ビジネス・マシーンズ・コーポレーション

Inventor： KUSUDA MICHIYOSHI ,  MATSUMOTO KATSUYOSHI

IPC: G06F13/00 ,  G06F17/30 ,  G06Q10/00 ,  G06Q30/02 ,  G06Q50/00 ,  H04M3/42 ,  H04M11/00 ,  G06F17/60

CPC classification number: G06Q30/02 ,  G06F17/30864 ,  G06Q30/0613 ,  G06Q30/0625

Abstract: PROBLEM TO BE SOLVED: To provide a system which dispenses with the inquiry again from a user to a call center.
SOLUTION: This information retrieval system is provided with a user terminal 3 connected to a network such as the Internet 2, a call center web server 7 for receiving a retrieval condition transmitted from the user terminal 3 through the network and an agent terminal 6 connected to the call center web server 7. The call center web server 7 is provided with a retrieval history storing means for storing retrieval history, and an outputting means for outputting the retrieval history stored in the retrieval history storing means to the agent terminal 6 in the case the user terminal 3 makes a connection request to the agent terminal 6.
COPYRIGHT: (C)2003,JPO

Abstract translation: 要解决的问题：提供从用户再次向呼叫中心排除查询的系统。 解决方案：该信息检索系统设置有连接到诸如因特网2的网络的用户终端3，用于通过网络接收从用户终端3发送的检索条件的呼叫中心web服务器7和连接到 呼叫中心网络服务器7.呼叫中心网络服务器7设置有用于存储检索历史的检索历史存储装置，以及输出装置，用于将存储在检索历史存储装置中的检索历史输出到代理终端6，在该情况下 用户终端3向代理终端6发出连接请求。

公开(公告)号：JP2000148677A

公开(公告)日：2000-05-30

申请号：JP32418298

申请日：1998-11-13

Applicant: IBM

Inventor： KUSUDA MICHIYOSHI ,  MATSUMOTO KATSUYOSHI ,  NAGATSUMA REIKO

IPC: G06F15/00 ,  G06F3/00 ,  G06F3/048 ,  G06F13/00 ,  H04L29/06 ,  H04M3/00 ,  H04M11/00

Abstract: PROBLEM TO BE SOLVED: To reduce as much as possible the labor necessary for connection at operating collaboration through a network. SOLUTION: Contents, including a button for requesting connection with an agent side, are displayed on a web screen 111 at the time of connection with a web server 143. When one's own telephone number is registered in the entry of customer information, a customer can receive call-back from the agent side by clicking the button. Also, the customer can select communication means with the agent such as a normal wire telephone, internet phone, and chat, and receive call-back by the selected communication means. Also, the skill group of the agent can be selected.

公开(公告)号：GB2346718B

公开(公告)日：2003-07-02

申请号：GB9926365

申请日：1999-11-09

Applicant: IBM

Inventor： KUSUDA RIKA ,  MATSUMOTO KATSUYOSHI ,  NAGATSUMA REIKO ,  YOSHIDA YOICHI

IPC: H04L29/06 ,  H04L29/08 ,  H04L29/12 ,  G06F15/163 ,  H04L12/18

Abstract: An information terminal 110, connected to one of a cluster 140 of collaboration servers 142-146 which are allocated by a dispatcher 120, is connected to another information terminal 170-174 via its allocated server. When a customer's web-browser 111 is connected to, say, server 142 by the dispatcher, a button for requesting connection to an agent is displayed. When the customer clicks this button, a customer ID and an IP address of the server 142 are stored in a table 155. After a Computer Telephony Integration server 163 allocates an agent, an agent proxy 173 obtains the stored IP address corresponding to the customer and accesses the server 142. If a customer's own telephone number is also stored, the customer can receive a call back from the agent. The customer can choose as communication means with the agent either a normal external telephone, an internet phone, or chat, (conversational hypertext) and receives a call back by the chosen communication means. The skill group of the agent can be also selected.

公开(公告)号：GB2346718A

公开(公告)日：2000-08-16

申请号：GB9926365

申请日：1999-11-09

Applicant: IBM

Inventor： KUSUDA RIKA ,  MATSUMOTO KATSUYOSHI ,  NAGATSUMA REIKO ,  YOSHIDA YOICHI

IPC: H04L29/06 ,  H04L29/08 ,  H04L29/12 ,  G06F15/163 ,  H04L12/18

Abstract: An information terminal 110, connected to one of a cluster 140 of collaboration servers 142-146 which are allocated by a dispatcher 120, is connected to another information terminal 170-174 via its allocated server. When a customer's web-browser 111 is connected to, say, server 142 by the dispatcher, a button for requesting connection to an agent is displayed. When the customer clicks this button, a customer ID and an IP address of the server 142 are stored in a table 155. After a Computer Telephony Integration server 163 allocates an agent, an agent proxy 173 obtains the stored IP address corresponding to the customer and accesses the server 142. If a customer's own telephone number is also stored, the customer can receive a call back from the agent. The customer can choose as communication means with the agent either a normal external telephone, an internet phone, or chat, (conversational hypertext) and receives a call back by the chosen communication means. The skill group of the agent can be also selected.