JP2002320038A - Cti system, connection method for the cti system and operator assignment method for the cti system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a CTI(Computer Telephony Integration) system that utilizes an existing CTI system without any modification so as to connect both an incoming call request via a telephone line and an incoming call request via the Internet to an operator terminal. SOLUTION: The CTI system is provided with a speech button on a home page display menu of a Web server 13 to transmit an incoming call request from a customer terminal 2 to operator terminals 14, 15 for the incoming call request from the customer terminal 22 to the operator terminals 14, 15 via the Internet and with a CTI connection means 30 that connects the customer terminal 22 to the operator terminals 14, 15 via a PBX 10 and a CTI server 11. When the speech button is depressed, the customer terminal 22 automatically transmits URL information and customer identification information on a home page displayed on a menu of the terminal 22 to the CTI connection means 30 as the incoming call request, the CTI connection means 30 generates a dial-in number signal and a caller telephone number signal on the basis of the URL information and customer identification information and transmits each signal and a call signal to the PBX 10 and the CTI server 11.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a CTI (ComputerTel) for connecting a telephone call from a customer to an operator.
In particular, the present invention relates to a CTI system suitable for application to a customer service window system such as a call center or a help desk using a telephone line and the Internet.

[0002]

2. Description of the Related Art Today, there are many services that receive calls from a large number of customers such as call centers and help desks and respond to their needs. In such a service, a person called an operator answers telephone calls from many customers. Among the above services, especially in the case of a service that requires a specialized operator to respond to a telephone call from a customer, a CTI system that connects the telephone to the specialized operator has been introduced.

[0003] The CTI system is an advanced telephone use system that links a computer and a telephone system.
Linking with a corporate customer database has the effect of greatly increasing the efficiency of customer contact operations, and is used in product sales systems and customer consultation systems, and is generally called a call center.

[0004] Among the existing CTI systems used for connecting a professional operator to a telephone call from a customer, a dial-in service and a calling telephone number provided by Nippon Telegraph and Telephone Corporation A CTI system using the notification service will be described.

As shown in FIG. 6, a CTI using an existing dial-in service and a calling telephone number notification service is used.
In the system, the call center includes a PBX 10, a CTI server 11, a customer DB 12, and operator terminals 14 and 15.

[0006] The PBX 10 is a private branch exchange having a function of receiving a dial-in service, and calls the dial-in number or the operator terminals 14 and 15 specified based on the dial-in number and the calling telephone number. Also, the CTI server 11 sends the customer D based on the calling telephone number.
The customer history information is acquired with reference to B12, and the customer history information is transmitted to the operator terminals 14 and 15 specified above. When the operator terminals 14 and 15 do not have a telephone function, a normal telephone corresponding to each operator terminal is separately installed.

Next, a connection processing procedure of the existing CTI system will be described. When the customer accesses the home page of the Web server 13 from the customer terminal 21 via the Internet 2, the customer requesting a direct conversation uses the dial-in number from the customer telephone 20 to the call center via the telephone line 1. When there is an incoming request, PBX
Reference numeral 10 denotes a dial-in number or operator terminals 14, 1 specified based on the dial-in number and the calling telephone number.
5 and the CTI server 11 sends the customer telephone 2
The customer history information acquired based on the calling telephone number of 0 is transmitted to the specified operator terminals 14 and 15.

As described above, the customer telephone 20 is connected to the specific operator terminal 1 by the existing CTI system using the dial-in service and the calling telephone number notification service.
4 and 15 and the customer history information can be displayed on the screens of the specified operator terminals 14 and 15. As a result, it becomes possible for a specialized operator who has grasped the information of the customer to respond to the customer's direct interaction request.

[0009]

In the existing CTI system using the dial-in service and the outgoing telephone number notification service described above, an incoming call request from a customer goes through a telephone line, so that the request comes in via the Internet. When there is an incoming request from the customer terminal having the Internet telephone function to the operator terminal, the communication standard differs depending on the line, and the dial-in service and the outgoing telephone number notification service cannot be used as in the case of using a normal telephone. There is a problem that a CTI system connecting to an operator terminal via PBX and CTI cannot be used.

In addition, it is conceivable to introduce an Internet-compatible CTI system in which a customer terminal having an Internet telephone function is connected to an operator terminal via the Internet.
Since it is necessary to introduce a new CTI system separately from the I system, there is a problem that not only the cost of introducing the system becomes high but also the system management becomes complicated.

Further, in order to assign an operator responding to a direct interaction request from the customer to the operator, a call button for transmitting an incoming call request from the customer to the operator is provided on a homepage display screen of the customer terminal. A method of setting an operator's telephone number on a button in advance, for example, writing telephone number information necessary for operator connection in a hypertext markup language (HTML) file on a homepage can be considered.
In this case, since it is necessary to set the operator's telephone number in advance, not only the work of setting in advance takes time, but also when the operator's telephone number is changed, the change work is required. Also has the problem that the same work as the setting work is required.

Accordingly, an object of the present invention is to provide a dial-in service and an outgoing telephone number notification service in the same manner as a normal telephone, even when there is an incoming request from a customer terminal to an operator terminal via the Internet, By using the existing CTI system as it is and connecting to the operator terminal, both the incoming call request from a normal telephone via a telephone line and the incoming request from a customer terminal having an Internet telephone function via the Internet can be received by a predetermined operator. An object of the present invention is to provide a CTI system that can be connected to a terminal.

Another object of the present invention is to provide a method capable of easily assigning an operator to respond to a direct interaction request from a customer.

[0014]

In order to solve the above problems, the present invention provides a PBX and a CBX having a dial-in function.
CTI connection means for connecting the customer terminal and the operator terminal via a TI server, and when an incoming call request is transmitted from the customer terminal via the Internet to the CTI connection means, the CTI connection means A dial-in number signal and an outgoing telephone number signal are generated based on the request, and the signals and the call signal are transmitted to the PBX and the CTI server, and the PBX transmits the dial-in number or the dial-in number and The operator terminal specified based on the calling telephone number is called, and the CTI server transmits the customer history information acquired based on the calling telephone number to the specified operator terminal.

In a CTI system using a dial-in service and a calling telephone number notification service,
(1) When there is an incoming call request with a dial-in number from a customer telephone via a telephone line to an operator terminal,
A PBX having a dial-in function is connected between the customer telephone and the operator terminal via a CTI server, and the PBX is specified based on the dial-in number or the dial-in number and the calling telephone number of the customer telephone. Calling the operator terminal, and the CTI server transmits the customer history information obtained based on the calling telephone number to the specified operator terminal. (2) From the customer terminal via the Internet to the operator terminal When there is an incoming call request, a call button for transmitting the incoming call request from the customer to the operator on the homepage display screen of the Web server, and the PBX and the C
CTI connection means for connecting the customer terminal and the operator terminal via a TI server, and when the call button is pressed, URL information and customer identification information of the home page displayed on the screen of the customer terminal Is automatically transmitted to the CTI connection means as the incoming call request, and the CTI connection means generates a dial-in number signal and a transmission telephone number signal based on the URL information and the customer identification information, and transmits the signals and the call signal. Make a call to the PBX and the CTI server, the PBX calls the dial-in number or the operator terminal specified based on the dial-in number and the calling telephone number, and the CTI server sends the calling telephone number to the Transmitting the acquired customer history information to the specified operator terminal based on the To use.

Further, the CTI connection means includes an incoming request analyzing section, an incoming request converting section, and a communication control section, wherein the incoming request analyzing section analyzes the incoming request, and the incoming request converting section outputs URL information and The incoming call request is converted into a dial-in number and an outgoing telephone number with reference to a communication information management table storing a dial-in number and an outgoing telephone number corresponding to the customer identification information, and the communication control unit performs the dial-in operation. A dial-in number signal and an outgoing telephone number signal are generated based on the number and the outgoing telephone number, and the signals and call signals are transmitted to the PBX and the CTI server.

According to the above configuration, the existing CTI system can be used as it is and connected to the operator terminal. Therefore, the incoming call request from the ordinary telephone via the telephone line and the incoming request from the customer terminal via the Internet can be received. Both can be connected to a predetermined operator terminal

Further, the CTI server includes a screen sharing unit, and the screen sharing unit is connected to the Web server when the customer terminal and the operator terminal are connected and a call can be made between the customer and the operator. The user is instructed to display the same content as the home page displayed on the screen of the customer terminal in a state capable of being linked with the screen of the operator terminal.

With this configuration, the operator and the customer can share the display screen of the home page, so that the customer and the operator can check the display screen of the same home page while interacting.

Further, the operator terminal has a screen guiding means, and the screen guiding means is connected to the Web server when the customer terminal and the operator terminal are connected and a call can be made between the customer and the operator. The user is instructed to display the same content as the home page displayed on the screen of the operator terminal in a state capable of being linked with the screen of the customer terminal.

With this configuration, the operator can guide the display screen of the home page recommended to the customer side, so that the customer can check the display screen of the guided home page while interacting with the operator.

Also, a call button for transmitting an incoming call request from the customer to the operator is provided on a home page display screen of the Web server, and when the call button is pressed, the home page displayed on the screen of the customer terminal is provided. U
RL information is dynamically acquired and the incoming request is automatically transmitted,
A configuration is adopted that enables assignment of operator terminals without writing telephone number information necessary for operator connection in a hypertext markup language (HTML) file of the homepage.

With this configuration, it is possible to easily assign an operator who responds to a direct interaction request from a customer.

[0024]

Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing one embodiment of a CTI system according to the present invention, showing a main part configuration of the CTI system.

As shown in FIG. 1, the basic configuration of the call center in the CTI system of the present invention is the same as the basic configuration of the existing call center shown in FIG. That is, the call center includes the PBX 10, the CTI server 11, the customer DB
12, comprising operator terminals 14 and 15,
The operator terminals 14 and 15 are connected to the PBX 10 and the CTI server 11.

The PBX 10 is a private branch exchange having a function of receiving a dial-in service, and calls the operator terminals 14 and 15 specified based on the dial-in number or the dial-in number and the calling telephone number. Also, the CTI server 11 sends the customer D based on the calling telephone number.
The customer history information is acquired with reference to B12, and the customer history information is transmitted to the specified operator terminals 14 and 15.

The form of the customer accessing the call center can be classified into a normal telephone use type (customer I in FIG. 1) and an Internet telephone use type (customer II in FIG. 1).

The normal telephone usage type (customer I in FIG. 1)
The customer uses a customer telephone 20 connected to the telephone line 1. In this case, the customer can access the home page of the Web server 13 using the customer terminal 21 connected to the Internet 2.

The Internet telephone use type (customer II in FIG. 1) is used when a customer connects a customer terminal 22 having an Internet telephone function to the Internet 2. The customer terminal 22 has a function of packetizing and transmitting voice data and receiving and playing back the packetized voice data by the operation of a general Internet telephone program. As shown in FIG. Call
This can be performed using a headset with a microphone connected to the customer terminal 22.

On the other hand, in the call center, the form of the operator responding to inquiries from customers utilizes operator terminals 14 and 15 having telephone functions, like operators A and B shown in FIG. As shown in FIG. 1, a call between operators A and B is made on an operator terminal 1.
It is preferable to use a headset with a microphone connected to 4, 15.

As shown in FIG. 1, the CTI system according to the present invention uses an Internet telephone type (customer of FIG. 1).
In the case of II), the CTI connection means 30 is provided so that the call center can be used, and the CTI connection means 30 is connected to the Internet 2 and the PBX 10.

FIG. 2 is a block diagram showing the main configuration of the CTI connection means 30. The CTI connection means 30 includes an incoming request analyzing unit 31, an incoming request converting unit 32, a communication information management TB
It comprises an L (table) 33, a communication control unit 34, a communication interface 35, a CPU 36, a memory 37, and an HD (hard disk) 38. In the HD (hard disk) 38, a communication program for processing transmission / reception of voice data packets to / from the customer terminal 22 of the Internet telephone use type and a voice code of a normal telephone and a voice code of an Internet telephone are mutually converted. A code conversion processing program is stored in the memory 37, and is read out to the memory 37 at the time of execution and is processed by the CPU 36.

As shown in FIG. 3A, the communication information management TBL (table) 33 stores the dial-in number of the operator corresponding to the URL of the home page being viewed by the customer. As shown in b), a calling telephone number corresponding to the customer's member ID is stored.

The communication interface 35 is connected to the Internet 2 and the PBX 10. At the time of a call connection between the customer terminal 22 and the operator terminals 14 and 15, an incoming request command (see FIG. 5A) transmitted from the customer terminal 22 via the Internet 2 is transmitted to the incoming request analyzing unit 31. Supply. The incoming call request analyzing section 31 analyzes the incoming call request command, and converts the target URL 52 and the customer member ID 53 in the incoming call request command (see FIG. 5A) into the incoming call request converting section 3.
Feed to 2. The incoming request command transmitted from the customer terminal 22 (see FIG. 5A) will be described later.

The incoming call request conversion unit 32 receives the supplied target U
Based on the RL 52 and the customer's member ID 53, FIG.
With reference to the communication information management TBL (table) 33 shown in (b), a dial-in number corresponding to the target URL 52 and a calling telephone number corresponding to the member ID 53 of the customer are acquired and supplied to the communication control unit 34.

The communication control unit 34 generates a dial-in number signal and a calling telephone number signal for connecting to the PBX 10 based on the supplied dial-in number and calling telephone number, and transmits the signals via the communication interface 35. And a call signal to the PBX 10 and the CTI server 11. In this case, the method of each signal transmitted from the communication control unit 34 is the same as the method of each signal transmitted from the normal telephone 20.

The incoming call request transmitted from the customer terminal 22 of the Internet telephone use type (customer II in FIG. 1) will be described with reference to FIGS. 4 and 5.

FIG. 4A is an example showing a display screen when an incoming request is transmitted from the customer terminal 22.

On the home page display screen of the customer terminal 22, a call button 40 for transmitting an incoming call request, a customer member ID 41 and a password 42 for specifying the customer
Are provided.

A hypertext markup language (HTM) defining the homepage of the web server 13
L) When the call button 40 is pressed in the file, Java developed by Netscape, USA, in order to dynamically acquire the URL information of the home page being viewed by the customer.
Using aScript (an object-oriented scripting language described in HTML), for example, "docume
nt. write (“URL”, location.h
ref. ) "Are written. At the same time as dynamically acquiring the URL information of the home page being viewed by the customer, a packet for an incoming request command shown in FIG. 5A is created, and a parameter for automatic transmission from the customer terminal 22 is written. Have been. As shown in FIG. 5A, the packet content of the incoming request command includes a communication header 50, a packet type 51, a target URL 52, and a customer member ID 53.

As described above, the method of dynamically acquiring the URL information of the home page being browsed by the customer and automatically transmitting an incoming call request based on the URL information from the customer side is not limited to this embodiment. (World Wid
e Web), which is highly versatile and can be used in a CTI system using e-Web).

That is, the World Wide Web (Wor
In a CTI system using ld Wide Web, a call button for dynamically acquiring URL information is provided.
An incoming request based on the RL information is automatically sent to the call center, and a means for assigning an operator terminal based on the URL information may be adopted. This allows
Operator terminals can be assigned without writing telephone number information necessary for operator connection in a hypertext markup language (HTML) file on a homepage.

FIG. 4B shows another example of a display screen when the customer terminal 22 sends an incoming call request.

On the home page display screen of the customer terminal 22, an OK (button) 46 for transmitting an incoming request, a CANCEL (button) 47 for canceling the incoming request,
Operator dial-in number 43, customer member ID 4
4 and a password 45 are provided.

The hypertext markup language (HTM) defining the homepage of the web server 13
L) When an OK (button) 46 is pressed in the file,
A packet of an incoming request command shown in FIG. 5B is created, and a parameter to be automatically transmitted from the customer terminal 22 is written therein. The packet of the incoming request command is shown in FIG.
As shown in (b), the communication header 54, the packet type 5
5, a dial-in number 56, and a customer member ID 57.

In this case, since the incoming request conversion unit 32 of the CTI connection unit 30 is directly supplied with the dial-in number 56, it is not necessary to refer to the dial-in number based on the URL information shown in FIG. it can. The incoming call request conversion unit 32 acquires the calling telephone number corresponding to the customer's member ID 57 with reference to the customer's member ID 57 shown in FIG. 3B, and compares the directly supplied dial-in number and the acquired calling telephone number with each other. It is supplied to the communication control unit 34.

Also, in the CTI system according to the present invention, when a customer (customer II in FIG. 1) who has a direct dialogue request via the Internet and a line connection between operators A and B, the customer terminal 22 which the customer is browsing. The same contents as the homepage displayed on the screen of the operator terminal 1
The CTI server 11 may be provided with a screen sharing means (not shown) in order to display on the screens 4 and 15 in a state capable of interlocking with the screen on the customer side.

While accessing the home page of the web server 13, a customer who has a direct dialogue request with the operator enters the customer's member ID 41 and password 42 and presses the call button 40, as described above. The URL information of the home page being browsed is acquired, and the URL information is transmitted to the screen sharing means (not shown) of the CTI server 11 via the Web server 13.

When the customer presses the call button 40, the operator terminals 14 and 15 are assigned as described above. At the same time, the screen sharing means (not shown) having received the URL information instructs the Web server 13 to share the customer terminal 22 and the homepage displayed on the screens of the specific operator terminals 14 and 15. send. As a result, the same content as the home page being viewed by the customer can be displayed on the screens of the specific operator terminals 14 and 15.

On the other hand, when a customer (customer II in FIG. 1) who has a direct dialogue request via the Internet and a line connection between operators A and B, the operator prompts the customer to browse another home page. Operator terminal 14, 1
5 is provided with screen guiding means (not shown) on the operator terminals 14 and 15 for displaying the same contents as the home page displayed on the screen 5 on the screen of the customer terminal 22 in a state capable of interlocking with the screen on the operator side. I can put it.

The screen guidance means (not shown) sends an instruction to the Web server 13 to guide the home page displayed on the screens of the specific operator terminals 14 and 15 to the screen of the customer terminal 22. Thereby, the contents of the homepage recommended by the operator can be displayed on the customer side.

Next, a procedure for connecting to the CTI system of the present invention when a direct telephone request type customer (customer II in FIG. 1) directly requests a dialogue will be described with reference to FIG. This connection processing procedure is the same as the connection processing procedure of the existing CTI system described above.

A request for a direct dialogue from a customer who needs to have a direct dialogue with the operator, such as when there is an unclear point while browsing the homepage of the Web server 13 or a question is not resolved just by browsing the homepage. When there is an incoming request by a dial-in number from the customer telephone 20 via the telephone line 1 to the predetermined operator, the PBX 10 is specified based on the dial-in number or the dial-in number and the calling telephone number. Call the operator terminals 14 and 15, and the CTI server 11
The customer history information acquired based on the calling telephone number of the customer telephone 20 is transmitted to the operator terminals 14 and 15.

As described above, the customer telephone can be connected to the specialized operator terminal, and the response of the specialized operator who has grasped the customer history information can be received. This effect is similar to the effect of the existing CTI system described with reference to FIG.

A procedure for connecting to the CTI system of the present invention when a direct telephone request is made from an Internet telephone user (customer II in FIG. 1) will be described with reference to FIGS.

When a customer who is browsing the home page of the Web server 13 has a direct conversation request and the call button 40 on the home page display screen of the Web server 13 is pressed, the dynamically acquired target URL 52 and the customer Is transmitted to the CTI connection means 30 as an incoming call request. The target URL 52 and the customer's member ID 53 in the incoming call request are analyzed by the incoming call request analyzing unit 31 of the CTI connection unit 30, and then stored in the communication information management TBL (table) 33 by the incoming call request converting unit 32.
It is converted into a dial-in number and a calling telephone number corresponding to the L information and the customer's member ID. The dial-in number and the calling telephone number are generated by the communication control unit 34 into a dial-in number signal and a calling telephone number signal,
The signals and call signals are transmitted to the PBX 10 and the CTI server 11. As a result, the customer terminal 22 is connected to the specific operator terminals 14 and 15 as described above, and the specified operator terminals 14 and 1 are connected.
Since the customer history information is displayed on the screen 5, the customer can talk with a professional operator.

[0058]

As described above, according to the present invention, the dial-in service and the outgoing telephone number notification service can be used in the same manner as a normal telephone even when there is an incoming request from the customer terminal to the operator terminal via the Internet. By using the existing CTI system as it is and connecting to the operator terminal, it is possible to receive an incoming call request from a normal telephone via a telephone line and an incoming request from a customer terminal having an Internet telephone function via the Internet. In any case, there is an effect that a call can be made by connecting to a predetermined operator terminal.

Further, regarding assignment of an operator in response to a request for direct interaction from a customer to an operator, a hypertext markup language (HTML) of a homepage is used.
The effect that the operator can be easily assigned based on the URL information dynamically acquired by pressing the call button on the screen of the customer terminal without writing telephone number information necessary for operator connection in the file. There is.

[Brief description of the drawings]

FIG. 1 is a block diagram showing one embodiment of a CTI system according to the present invention, showing a main configuration of the CTI system.

FIG. 2 is a block diagram illustrating a main configuration of a CTI connection unit.

FIG. 3 is an explanatory diagram showing layout contents in a communication information management TBL.

FIG. 4 is an explanatory diagram illustrating an example of a display screen when an incoming request is transmitted at a customer terminal.

FIG. 5 is an explanatory diagram showing the packet contents of an incoming request command.

FIG. 6 is a block diagram showing an embodiment of an existing CTI system, showing a main configuration of the CTI system.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Telephone line 2 Internet 10 PBX 11 CTI server 12 Customer DB 13 Web server 14 Operator terminal 15 Operator terminal 20 Customer telephone 21 Customer terminal 22 Customer terminal 30 CTI connection means 31 Incoming request part 32 Incoming request conversion part 33 Communication information management TBL ( Table) 34 communication control unit 35 communication interface 36 CPU 37 memory 38 HD (hard disk) 40 call button 41 customer member ID 42 password 43 dial-in number 44 customer member ID 45 password 46 OK (button) 47 CANCEL (button) 50 Communication Header 51 Packet Type 52 Target URL 53 Customer Member ID 54 Communication Header 55 Packet Type 56 Dial-in Number 57 Customer Member ID

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5K015 AF09 5K024 CC10 GG01 GG05 5K049 AA02 BB01 BB04 EE04 FF32

Claims (6)

[Claims] 1. PBX and C having a dial-in function
CTI connection means for connecting the customer terminal and the operator terminal via a TI server, and when an incoming call request is transmitted from the customer terminal via the Internet to the CTI connection means, the CTI connection means A dial-in number signal and an outgoing telephone number signal are generated based on the request, and the signals and the call signal are transmitted to the PBX and the CTI server, and the PBX transmits the dial-in number or the dial-in number and A dial-in service and call originating by calling the operator terminal specified based on the calling telephone number, and transmitting the customer history information acquired based on the calling telephone number to the specified operator terminal. A method of connecting a CTI system using a telephone number notification service. 2. A call button for sending an incoming call request from a customer to an operator on a home page display screen of a Web server, and when the call button is pressed, the home page displayed on a screen of a customer terminal. URL
Automatically acquiring information to automatically send the incoming call request and allocating an operator terminal without writing telephone number information necessary for operator connection in a hypertext markup language (HTML) file of the homepage. A method for assigning an operator of a CTI system using the World Wide Web, wherein the method is enabled. 3. A CTI system using a dial-in service and a calling telephone number notification service,
(1) When there is an incoming call request with a dial-in number from a customer telephone via a telephone line to an operator terminal,
A PBX having a dial-in function is connected between the customer telephone and the operator terminal via a CTI server, and the PBX is specified based on the dial-in number or the dial-in number and the calling telephone number of the customer telephone. Calling the operator terminal, and the CTI server transmits the customer history information obtained based on the calling telephone number to the specified operator terminal. (2) From the customer terminal via the Internet to the operator terminal When there is an incoming call request, a call button for transmitting the incoming call request from the customer to the operator on the home page display screen of the Web server, the PBX and the C
CTI connection means for connecting the customer terminal and the operator terminal via a TI server, and when the call button is pressed, URL information and customer identification information of the home page displayed on the screen of the customer terminal Is automatically transmitted to the CTI connection means as the incoming call request, and the CTI connection means generates a dial-in number signal and a transmission telephone number signal based on the URL information and customer identification information, and transmits the signals and the call signal. Make a call to the PBX and the CTI server, the PBX calls the dial-in number or the operator terminal specified based on the dial-in number and the calling telephone number, and the CTI server sends the calling telephone number to the Transmitting the customer history information obtained based on the specified operator terminal. Dial-in service and CTI system using the caller ID notification service which is characterized. 4. The CTI connection means comprises an incoming request analyzing section, an incoming request converting section, and a communication control section, wherein the incoming request analyzing section analyzes the incoming request, and the incoming request converting section comprises:
The communication request is converted into a dial-in number and a calling telephone number by referring to a communication information management table storing a dial-in number and a calling telephone number corresponding to URL information and customer identification information, and the communication control unit includes: 4. A dial-in number signal and an outgoing telephone number signal are generated based on the dial-in number and the outgoing telephone number, and the signals and call signals are transmitted to the PBX and the CTI server. C using the dial-in service and outgoing telephone number notification service described in
TI system. 5. The CTI server further comprises a screen sharing means, wherein the screen sharing means communicates with the Web server when the customer terminal and the operator terminal are connected and a call can be made between the customer and the operator. 5. The dial-in according to claim 3, wherein the user is instructed to display the same content as the home page displayed on the screen of the customer terminal in a state capable of being linked with the screen of the operator terminal. 6. CTI system using the service and caller ID notification service. 6. An operator terminal comprising a screen guiding means, wherein the screen guiding means is connected to the Web server when the customer terminal and the operator terminal are connected and a call can be made between the customer and the operator. 6. An instruction to display the same content as the home page displayed on the screen of the operator terminal in a state capable of being linked to the screen of the customer terminal. CTI system using the dial-in service and the outgoing telephone number notification service.