Call center system

A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

• a private branch exchange exchanging a call;
• a user identification information storing unit, connected to a network, storing user identification information and call information of a termination call corresponding thereto;
• a plurality of signal receiving units each of which receiving the call information that identifies the termination call from said private branch exchange, receiving user identification information from an originator corresponding to the termination call as a DTMF signal, and storing the user identification information in said user identification information storing unit along with the call information corresponding to the termination call, receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units, and a database unit storing user information corresponding to the user identification information,
• wherein said free operator unit receives the call information of the termination call whose transfer is instructed by said signal receiving unit from said private branch exchange, issues a first inquiry that identifies the received call information and that inquires the user identification information to said user identification information storing unit through the network, issues a second inquiry that identifies the user identification information notified from said user identification information storing unit in response to the first inquiry and that inquires the user information to said database unit and displays user information notified from said database unit in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

• a private branch exchange exchanging a call;
• a user identification information receiving unit receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information, receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units, and in response to a first inquiry received from a network, notifying the originator of the first inquiry of the stored user identification information through the network;
• a call information receiving unit receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange, issuing the first inquiry that identifies the received call information and that inquires the user identification information to said user identification information receiving unit through the network, and transferring the user identification information notified from said user identification information receiving unit in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit,
• wherein said free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit and displays the user information notified from said database unit in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

A call center system for switching a termination call to a free operator unit among a plurality of operator units, comprising:

• a private branch exchange exchanging a call;
• a user identification information storing unit, connected to a network, storing user identification information along with port information of said private branch exchange that has received the user identification information;
• a plurality of user identification information receiving units, each of which receiving the user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing unit along with the port information of said private branch exchange that has received the call information, and receiving the user identification information and then instructing said private branch exchange to transfer the termination call to a free operator unit amongst the plurality of operator units;
• a call information receiving unit receiving call information of the termination call whose transfer is instructed by said user identification information receiving unit from said private branch exchange, and port information of said private branch exchange to which the user identification information is sent, issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing unit through the network, and transferring user identification information notified from said user identification information storing unit in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving unit,
• wherein the free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving unit and that inquires the user information to said database unit, displays user information notified from said database unit in response to the second inquiry, and terminating the termination call whose transfer is instructed by said signal receiving unit and communicates with the originator of the termination call.

A call center system for switching a termination call to a free operator unit among a plurality of operator means, comprising:

• private branch exchange means for exchanging a call;
• user identification information storing means, connected to a network, for storing user identification information along with port information of said private branch exchange that has received the user identification information;
• a plurality of user identification information receiving means, each of which is capable of receiving the user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange, and storing the user identification information in said user identification information storing means along with the port information of said private branch exchange that has received call information, and for receiving the user identification information and then instructing said private branch exchange means to transfer the termination call to a free operator unit amongst the plurality of operator means;
• call information receiving means for receiving the call information of the termination call whose transfer is instructed by said user identification information receiving means from said private branch exchange means, and port information of said private branch exchange means to which the user identification information is sent, for issuing a first inquiry that identifies the received call information and port information and that inquires the user identification information to said user identification information storing means through the network, and for transferring user identification information notified from said user identification information storing means in response to the first inquiry to said free operator unit at a transfer destination of the termination call whose transfer is instructed by said user identification information receiving means,
• wherein said free operator unit issues a second inquiry that identifies the user identification information notified from said call information receiving means and that inquires the user information to a database means, displays user information notified from said database means in response to the second inquiry, and terminates the termination call whose transfer is instructed by said signal receiving means, and communicates with the originator of the termination call,
• wherein said user identification information receiving means comprising;
• DTMF signal receiving means for receiving user identification information of an originator corresponding to the termination call as a DTMF signal from said private branch exchange means, and for storing the user identification information in said user identification information storing means along with port information of said private branch exchange means that has received the call information;
• and
• transfer controlling means for receiving the user identification information and then instructing said private branch exchange to transfer the termination call to said free operator unit amongst the plurality of operator means.