CALL CENTER TELEPHONE SYSTEM, PRIVACY CALL METHOD, AND NON-TRANSITORY COMPUTER READABLE MEDIUM STORING PRIVACY CALL PROGRAM

摘要

When a two-way call connection state, which is between a customer terminal connected to an outside line-side of a private branch exchange and an operator terminal, is switched to a three-way call connection state, which is among the outside line, the operator terminal, and a supervisor terminal, using conference, in order to send advice or the like to an operator from a supervisor, a transmission line of the outside line, a first transmission line of the operator terminal, a reception line of the operator terminal, a transmission line and a reception line of the supervisor terminal are connected to one of the conference trunks, which has been captured from among the available conference trunks, and a second transmission line of the operator terminal is connected to a reception line of the outside line.

主权项

1. A call center telephone system receiving an inquiry from a customer at a customer terminal connected to an outside line of a private branch exchange to an operator at an operator terminal connected to an extension of the private branch exchange, the call center telephone system comprising:
a supervisor terminal configured to be connected to an extension of the private branch exchange and used by the supervisor in order to provide advice or an instruction to the operator; the private branch exchange configured to achieve a three-way call connection state among the customer terminal on the outside line side, the operator terminal, and the supervisor terminal using conference trunks inside the private branch exchange, and configured to achieve a two-way call connection state between the customer terminal on the outside line side and the operator terminal; and the operator terminal comprising one reception line and two call lines including a first transmission line and a second transmission line, wherein when the private branch exchange switches the two-way call connection state between the customer terminal on the outside line side and the operator terminal to the three-way call connection state using the conference trunks, the private branch exchange captures one of the available conference trunks and connects a transmission line of the outside line, the reception line and the first transmission line of the operator terminal, and a transmission line and a reception line of the supervisor terminal, to the captured conference trunk, and also connects the second transmission line of the operator terminal to a reception line of the outside line, wherein the operator terminal further comprises a call supervisor button for the operator to call the supervisor, and the private branch exchange that has detected a press of the call supervisor button transmits a call signal to the supervisor terminal, wherein when the private branch exchange receives a response signal from the supervisor terminal that has received the call signal from the private branch exchange, the private branch exchange switches the two-way call connection state between the customer terminal on the outside line side and the operator terminal to a two-way call content monitoring state in which both the transmission line and the reception line of the outside line and both the first transmission line and the reception line of the operator terminal are connected to the captured conference trunk, and the reception line of the supervisor terminal is connected to the conference trunk, and wherein the supervisor terminal further comprises an advice button in order to provide the supervisor with a chance to send the advice or the instruction to the operator, and when the private branch exchange detects a press of the advice button, the private branch exchange disconnects the reception line of the outside line from the conference trunk, connects the reception line of the outside line to the second transmission line of the operator terminal, and connects the transmission line of the supervisor terminal to the conference trunk, to thereby switch the two-way call content monitoring state to the three-way call connection state.