JP2002204311A - Computer telephony integration system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a more effective CTI system as a business-support tool by generating a customer information database with a higher conformity rate, unlike the conventional CTI system that, upon receiving a call from a customer, the data on the calling customer may be shown on the computer display after the retrieving the prepared database at much expense in time, effort, and cost for database construction and its maintenance, besides having the lower conformity rate, or hit rate of finding the customer's information. SOLUTION: In this system, both of the first received call record database on the basis of a transmitter's telephone number at the time of receiving a call and the second received call record database on the basis of the sentences unique to the customer found in the initial talks are generated at every call. Based on these, the customer information database is compiled, which leads to a more effective system with much more improved conforming ratio than the conventional one.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION
The present invention relates to a computer telephony integration (CTI) system that integrates a computer and a telephone of a business company that responds to requests for service businesses such as a dentist / practitioner, a nursing care business, and a beauty salon / hotel / restaurant / mail order.

[0002]

2. Description of the Related Art A conventional CTI system has been described below.

That is, a customer database pre-recorded and created in association with customer telephone numbers and customer information (company profile, address, purchase history, quote contents, reservation status, etc.) is provided in a storage device of a computer. When the customer makes a call from the telephone and the telephone line is connected, the customer database is searched from the telephone number of the caller input from the telephone line, and customer information of the matched telephone number is displayed on the computer terminal screen. This is a CTI system that can respond to customers by combining existing data displayed on a computer terminal or a text table or chart obtained by processing it while listening to real-time voice information from the company.

However, such a conventional CTI system has various problems as follows.

[0005] That is, the system introduction cost becomes high. In the customer database, the matching rate at the time of displaying the matched customer information by collating with the telephone number is low. Construction of a customer database requires a great deal of effort at the beginning.
The information in the database does not match the current situation with the passage of time, and maintenance is indispensable at all times. Therefore, it is difficult to use it as a sales support tool.

[0006] Therefore, introduction of the CTI system has been difficult for ordinary small and medium enterprises.

In particular, the reason why the precision of the database collation is low is that there are many cases as described below.

(1) A case where the telephone number of the caller does not exist in the customer database in advance.

(2) A case where a caller intentionally makes a call in a non-notification setting state.

(3) A case where telephone number information is not displayed due to a call from a public telephone or the like.

(4) When the caller makes a call using a telephone different from the telephone number registered in the customer database.

In the above cases (1) to (4), adaptation by telephone number is not possible, so to improve the adaptation rate of the conventional system and use it as a sales support tool,
It was necessary to build a customer database, rather than a customer management database, into a database that more closely follows customers, and use that database to improve customer retention and sales.

[0013]

DISCLOSURE OF THE INVENTION The present invention has been made in view of the above points, and has as its object the following:
The CTI system is cheaper than the conventional system, can be operated immediately after introduction, does not rely on the existing customer database, and provides an incoming history database that is automatically generated for each outgoing call, regardless of the type of phone and how to call Another object of the present invention is to provide a new CTI system that integrates a computer and a telephone, which has a high conformity rate and can efficiently follow a customer for the Web.

[0014]

In order to solve the above-mentioned problems, a computer telephony integration system according to the present invention provides a business enterprise operating one of the business industries including a service industry from a customer at least via a telephone line. Telephony integration (CTI) system in which a business processing computer responding to a customer request / request and a telephone are integrated, the business processing computer has a storage device and a business processing terminal, and the telephone is a telephone line. And a telephone number acquisition device for acquiring the telephone number of the caller input to the line between the terminal and the business processing computer. The storage device of the business processing computer Indicates the outgoing call that was input to the telephone line when it was connected A first incoming call history database, which is entered by associating the telephone number and incoming time of the caller with the caller's customer information, and when the telephone line is connected and the caller starts a telephone conversation, the caller The name of the sentence, and the qualifier or sentence that further limits the name is obtained and added, and the sentence pattern of `` of ~ '' is used as the key sentence, and the key sentence and the arrival time are associated with the customer information of the sender. At least a second incoming call history database to be inputted, wherein the business processing computer, when there is an incoming call of the customer's requirement, records the telephone number stored in the first incoming call history database by using the incoming call as a trigger , And stores the year, month, day, hour, minute, and second of the incoming call, obtains the source telephone number of the received telephone by the telephone number obtaining device, and stores the telephone number record in the telephone number record. Number storage means, and using the telephone number data of the generated telephone number record as a key, if there is a telephone number that matches and matches existing data in the first incoming call history database, it is displayed on the display screen of the business processing computer or terminal. A telephone number inquiry display means for displaying the telephone number and corresponding customer information including a company name or a customer name at the time of an incoming telephone call; and, if there is no corresponding telephone number in said means, the second incoming call history database Key sentence storage means for generating a key sentence storage record and storing the key sentence obtained when a conversation is started by telephone at the time of incoming call in the record;
If there is a key sentence that matches the existing data in the incoming call history database, the key sentence and the corresponding customer including the telephone number, company name, and customer name are displayed on the display screen of the business processing computer or terminal. Key sentence collation display means for displaying information at the time of outside line telephone conversation, and if there is no key sentence matched by said means, a business processing computer or a display screen instruction of a terminal to input new customer information in the generated key sentence record. And a new customer information input means for improving the matching rate from the next time.

The telephone number collating and displaying means further includes, when there is a coincident telephone number, an incoming frequency counting means for increasing the number of times of receiving frequency of a record having the telephone number once and generating the same. When the sentence collation display means has a matching key sentence, a key sentence use frequency counting means for increasing the frequency of use of the key sentence of the record having the key sentence by one is provided.

Further, the first incoming call history database is provided with incoming call frequency order arrangement means for arranging in order of the incoming call frequency in order to increase a search speed.

Further, the second incoming call history database is provided with a key sentence use frequency order arrangement means for arranging the records in order of the key sentence use frequency in order to increase a search speed.

Further, in the new customer information input means, a telephone number for inputting the new customer information to a telephone number record of the same telephone number generated in the first incoming call history database from the business processing computer or terminal display screen. It is characterized by including record customer information input means.

The business processing computer of the business enterprise further includes an e-mail server including a firewall and a Web server. When a business operator of the business enterprise is out of the office when a request signal is received from a customer, the computer is provided. Automatically generate a message on the display screen and send an E-mail to a wireless mobile phone equipped with an Internet-compatible browser owned by the person in charge.
It is characterized by having mail sending means.

In addition, the business operator and the customer of the business enterprise access the business processing computer of the business enterprise from the respective wireless cellular phones or personal computer terminals, and the computer responds to the access signal. An authentication / incoming call history database which searches the database for authentication of the computer, collates and authenticates the ID code and password received from the business person or customer and opens the first and second incoming call history databases to display and confirm the customer information. It is characterized by having open means.

The business includes medical services for dentists and practitioners, home doctors, nursing homes, local government care businesses, beauty salons, pet shop hospitals, home delivery, convenience stores, restaurants, travel agencies, hotels, pensions, It is a service business that includes temporary staffing, used car sales, and mail order.

Further, the telephone number acquisition device is provided with a number
Display adapter, the incoming phone number is R
The information is displayed on the display screen of the business processing computer via the S232C transmission line, or is displayed on a business processing terminal connected thereto via a LAN.

Further, the telephone number acquiring device is a CTI exclusive switch C provided in the private branch exchange PBX.
It is a TI card, and an incoming telephone number is displayed on a display screen of the business processing computer by an output line of the card, or is displayed on a business processing terminal connected to the LAN by a LAN.

[0024]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below with reference to the drawings.

A configuration diagram of a first embodiment of a computer telephony integration system (hereinafter referred to as a CTI system) of a business enterprise which operates one of the business industries including a service industry, and the CTI system and the telephone line 8 FIG. 1 shows a customer's telephone 7 connected via the Internet.

Here, in the CTI system 1 of the first embodiment of the business enterprise, a number display adapter 11 (telephone number acquiring device) is connected between the telephone line 8 and the telephone 12, and the received telephone number is entered. It is displayed on the computer display screen of the application server 15 (business processing computer) that performs business business via the RS232C. Reference numeral 16 denotes a storage device necessary for operating business operations. Reference numeral 17 denotes a plurality of business processing terminals connected by a LAN. The terminal 17 shares various data including customer information on a display screen and accesses the storage device 16 to perform search, write, update, and the like. be able to.

In the CTI system 1, the customer information can be displayed on the business processing terminal 17 while the telephone 12 is having a conversation with the customer, and the two devices can respond.

Next, details of the CTI system 1 will be described below (see FIG. 5).

When a telephone line is connected, the storage device 16 stores the first telephone number and the incoming time of the caller input to the line and the customer information of the caller in association with the first telephone number. Of the incoming call history database 16a.

When the telephone line is connected and the caller starts a telephone conversation, the storage device 16 acquires the name (name or company name) of the caller from the conversation and further limits the name. Qualifier or sentence (company name or place name,
Or a qualifier such as "I called yesterday") and added "~ no ~" sentence pattern as a series of key sentences, and the key sentence and the arrival time and the customer information of the caller are inputted in association with each other. Second incoming call history database 16
b.

The storage device 16 has a customer database 16c, which is not necessarily required, but is created before the introduction of the CTI system of the present invention.

On the other hand, the application server 15 has the following units 15a to 15j.

The telephone number storage means 15a generates a telephone number storage record of the first incoming call history database 16a by using the incoming call as a trigger when a telephone call of a customer request or requirement is received, and , Stores hours, minutes, seconds,
The source telephone number of the received telephone is acquired by the number display adapter 11 and stored in the telephone number record.

The telephone number storing means 15b uses the telephone number data of the generated telephone number record as a key to store the first telephone number.
If there is a phone number that matches the existing data in the incoming call history database 16a of
5 or the display screen of the business processing terminal 17 displays the telephone number and the corresponding customer information such as the company name or the customer name at the time of outside line telephone incoming conversation.

The key sentence storage means 15c is
If there is no matching telephone number in the means 15b, a key sentence storage record of the second incoming call history database 16b is generated, and the key sentence acquired when a conversation is started on the incoming call is stored in the record.

Key sentence collation display means 15d
Is compared with the existing data in the second incoming call history database 15b, and if there is a matching key sentence, the application server 15 or the display screen of the terminal 17 displays the sentence of the key sentence, Corresponding customer information, such as a number, company name, and customer name, is displayed during an external telephone conversation.

If there is no matching key sentence in the means 15d, the new customer information input means 15e inputs an instruction on the display screen of the application server 15 or the terminal 17 to input new customer information in the generated key sentence record. Then, the matching rate is improved from the next time.

When there is a matching telephone number in the means 15b, the receiving frequency counting means 15f increases the number of receiving frequencies of the record having the telephone number by one.

The key sentence usage frequency counting means 15g increases the key sentence usage frequency of the record in the key sentence by one when a matching key sentence is found in the means 15d.

The incoming frequency order arranging means 15h includes the first
Records in the incoming call history database 16a are arranged in order of incoming call frequency in order to increase the search speed.

The key sentence use frequency arrangement means 1
5i arranges the records of the second incoming call history database 16b in order of the key sentence use frequency in order to increase the search speed.

In addition, the telephone number record customer information input means 15j, when the new customer information input means 15e, further calls the telephone of the same telephone number generated in the first incoming call history database 16a from the application server 15 or terminal 17 display screen. Have the new customer information entered into the number record.

Next, the operation flow of the CTI system 1 of FIG. 1 will be described below with reference to FIGS.

First, the application server 15 generates a telephone number storage record in the first incoming call history database 16a when a customer's request / request is received from the customer's telephone 7 via the telephone line 8 on the telephone 12. Then, the source telephone number of the received telephone is acquired by the number display adapter 11 and stored in the record (S7).
1).

The telephone number data of the generated telephone number record is used as a key to compare with the existing data in the database 16a, and if there is a matching telephone number, the frequency of the existing data record in the database 16a is increased by one and the server 15 or the terminal 17 The telephone number of the umbilical cord is displayed, and the customer information is called and displayed from the database 16a, and the company representative responds to the customer by watching the display while talking on the telephone (S7).
2).

If there is no matching telephone number in step S72, a key sentence storage record of the second incoming call history database 16b is generated, and when a conversation is started, a key sentence is acquired and stored in the record (S7).
3).

The key sentence of the generated key sentence record is compared with existing data in the database 16b as a key, and if there is a matching key sentence, the frequency of the existing data record in the database 16b is increased by one.
Displays the key sentence to the server 15 or the terminal 17,
Further, the customer information is called up from the database 16b and displayed, and the company representative responds to the customer by watching the display while talking over the telephone (S74).

If there is no matching key sentence in step S74, the data input is instructed on the display screen of server 15 or terminal 17 to input new customer information in the generated key sentence record. The person in charge inputs new customer information according to the instruction (S81).

After step S81, the new customer information data is also input to the telephone number storage record generated in the database 16a (S82).

By the end of the conversation between the person in charge and the customer,
The arrangement order of the records of the databases 16a and 16b is arranged in the order of the frequency count, and the database search speed at the time of the next customer telephone call is improved (S83).

Every time there is a call from the customer, S71 to S83
Is repeated (S84).

As described above, every time there is a request or request from the customer by telephone, the customer information in the one incoming call record database 16a and the second incoming call record database 16b is newly written and updated each time. I'll go, this CTI
The customer information database 16c is not necessarily required from the beginning of introduction into the system 1. In addition, as shown in FIG. 1, the system may be smaller than the conventional CTI system.

Although the customer information differs depending on the business business contents, it mainly includes a company profile, an address, a family structure, a hobby / taste, a purchase history, a sales receipt status, an estimated content, a business progress status, a reservation status, a reservation vacancy status, and the like. Say.

The person in charge on the company side can make an accurate telephone call while watching these display screens.

The customer information is obtained through telephone conversation with the customer or other route, and the database 16 is sequentially obtained.
a, 16b.

Next, the CTI system is further added to the Web
The CTI systems 2, 3, and 4 in the case where a server is provided and the Internet is additionally used will be described with reference to FIGS. 2, 3, and 4, respectively.

The CTI system 2 of the second embodiment shown in FIG. 2 further comprises a business processing computer of the CTI system 1 of the first embodiment, that is, a Web server 18 including an application server and a firewall.

The following functions are added to the functions of the CTI system 1 described above.

Various requests can be received not only from the customer's telephone 7 but also from the customer's terminal 7 'having a personal computer equipped with a Web browser and a telephone. With this personal computer, a permitted predetermined database in the CTI system 2 can be searched through the Internet.
Using a wireless mobile phone 7 "equipped with a browser compatible with the Internet allows a search for a predetermined database that has been permitted. 9x indicates a wireless base station.

Further, the person in charge of the business enterprise can search the database via the Internet 9 from the outside from the wireless portable telephone 2x equipped with the Internet-compatible browser, and can execute the business work on the outside.

In the CTI system 2, when a person in charge is on a business trip on a call from a customer, it is possible to transfer an e-mail or the like from the terminal 17 to the wireless cellular phone 2 x of the person in charge via the Internet 9. Becomes

Hereinafter, the CTI system 2 will be described in detail with reference to FIG. FIG. 6 shows the application server 25 (business processing computer) and the storage device 26.

The storage device 26 adds an authentication database 26d to the databases 16a to 16c of the storage device 16 of the CTI system 1.

That is, the authentication database 26d stores IDs for authentication of the person in charge of the business enterprise and the customer.
It is a database that records codes and passwords.

On the other hand, the application server 25
As shown in (1), a message generation / E-mail transmission unit 15k and an authentication / incoming history database opening unit 151 are added to the units 15a to 15j of the application server 15 of the CTI system 1.

Here, message generation / E-mail transmission means 1
In response to a request signal from a customer, 5k automatically generates a message on the computer display screen and sends an e-mail to the mobile phone 2x of the person in charge when the business person in charge of the business company is out.

Further, the authentication / incoming history database opening means 151 allows the business operator and the customer of the business enterprise to access the application server 25 of the enterprise from the respective wireless portable telephones 2x, 7 ″ or the customer terminal 7 ′. Then, in response to the access signal, the application server 25 sends the authentication database 2 of the server 25.
6d is searched, the ID code and the password received from the business person or the customer are collated and authenticated, and the first and second incoming call history databases 26a and 26b are opened, and the customer information is displayed and confirmed.

The above CTI system 2 allows the person in charge to display and confirm purchase history, sales receipt status, estimated contents, business progress status, reservation status, reservation availability status, and the like even on the go. It can be efficient.

On the other hand, since the customer can access the database of the business enterprise with the password, the business transaction can be made with confidence.

Next, the CTI system 3 of the third embodiment shown in FIG.
Shows the case where is used.

In this case, the number display adapter 11 is used as the telephone number acquisition device, and the telephone 12
Number display adapter 11 is connected between one of the PBXs 13 and the incoming telephone number passing therethrough is R
The data is sent to the application server 25 via S232C.

Otherwise, the configuration is the same as that of the CTI system 2. Note that the same reference numerals have the same functions.

The application server 25 and the storage device 26 in this case are the same as the CTI system 2.

Next, the CTI system 4 of the fourth embodiment shown in FIG. 4 includes a plurality of telephones 12 and a private branch exchange (PBX).
13 is used, but differs from CTI1 to 3 in that a configuration using a CTI card 13x as a telephone number acquisition device is shown.

In this case, the telephone number data output line from the CTI card 13x is connected to the application server 25.

The application server 25 and the storage device 26 in this case are the same as the CTI system 2.

The feature of the configuration in this case is that, as shown in the lower left corner of FIG.
That is, there are a plurality of 0s. While each person in charge has a conversation with a plurality of telephone sets at the paired terminal 100, the person in charge operates the terminal 17 to access the database and link with the customer information, while displaying the order contents and the transaction status. Can deal with customers.

The terminal 17 updates the customer information in the database of the storage device 26 to the latest data, or sends an E-mail to the person in charge when the person in charge is on a business trip by telephone. And respond to database access requests from personnel or customers.

Since the CTI systems 2, 3, and 4 described above can exchange information via the Internet, more effective use can be considered.

For example, a case will be described in which a home doctor uses a CTI system of a business enterprise to introduce a nursing care insurance system.

The storage device 26 of the CTI system 4 is provided with a care situation database, a medical chart database, a map database, a photograph / image database, and the like.
It is possible to display the care situation, the medical chart, the patient's address / map, and the photograph / image of the affected part from the database and diagnose the terminal 17 while talking on the terminal 17.

Further, since the present CTI system can communicate with home doctors, hospitals, or patients nationwide via the Internet, it will be an advantageous system in the future.

The business includes medical services for dentists and practitioners, home doctors, nursing care facilities, local government care businesses, beauty salons, pet shop hospitals, home delivery, convenience stores, restaurants, travel agencies, hotels, pensions, and human resources. There are service business such as dispatch business, used car sales, mail order, etc.
This system will enable the above businesses to be used in a wide area via the Internet.

[0084]

The computer telephony integration system of the present invention has the following effects.

A first incoming call history database using a telephone number as a key and a second incoming call history database using a customer's unique sentence generated from a telephone conversation as a key are used when receiving a call from a customer. In a new CTI system that displays customer information on a computer terminal,
Since the relevance ratio between the incoming telephone call and the database can be greatly improved as compared with the conventional system, the system becomes a highly efficient system as a sales support tool.

Further, as for the database of the present CTI system, it is not particularly necessary to prepare a customer database before the introduction, and the first and second incoming call history databases are generated while introducing and operating the CTI system. Can also be constructed on a smaller scale than the conventional CTI system, so that the system can be easily used by small and medium-sized enterprises.

Further, since it is possible to make the configuration compatible with the Web and easily communicate via the Internet, the CTI system which can efficiently follow the customer can be obtained.

[Brief description of the drawings]

FIG. 1 is a CT of a first embodiment of a business enterprise according to the present invention.
BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a diagram illustrating an I system configuration diagram and a customer telephone connected via a telephone line.

FIG. 2 is a CT diagram of a second embodiment of the business enterprise according to the present invention;
FIG. 1 is a diagram showing an I system configuration diagram and customer terminals connected via a telephone line and the Internet.

FIG. 3 is a CT diagram of a third embodiment of the business enterprise according to the present invention;
FIG. 1 is a diagram showing an I system configuration diagram and customer terminals connected via a telephone line and the Internet.

FIG. 4 is a CT diagram of a fourth embodiment of the business enterprise according to the present invention;
FIG. 1 is a diagram showing an I system configuration diagram and customer terminals connected via a telephone line and the Internet.

5 is a configuration diagram of an application server and a storage device of the CTI system of FIG. 1 of the present invention.

FIG. 6 is a configuration diagram of an application server and a storage device of the CTI system in FIGS.

FIG. 7 is a flowchart of the operation of the CTI system of FIG. 1 of the present invention.

FIG. 8 is a flowchart of the operation of the CTI system of FIG. 1 of the present invention.

[Explanation of symbols]

1, 2, 3, 4 CTI system of a business enterprise 2x, 3x, 4x Mobile phone of a person in charge of the business enterprise (wireless mobile phone equipped with an Internet-compatible browser) 7 Customer's telephone 7 'Equipped with a customer's Web browser Personal computers and telephones 7 ″ Wireless mobile phones equipped with customer's Internet-compatible browsers 8 Telephone lines or ISDN lines 9 Internet lines 9x Wireless base stations 11 Number display adapters (telephone number acquisition devices) 12 Telephones in CTI system premises 13 Premises Exchange (PBX) 13x CTI card (telephone number acquisition device) 15, 25 application server (business processing computer) 15a, 25a telephone number storage means 15b, 25b telephone number collation display means 15c, 25c key sentence storage means 15d, 25d Sentence collation display means 15e, 25e New customer information input means 15f, 25f Incoming frequency counting means 15g, 25g Key sentence use frequency counting means 15h, 25h Incoming frequency order arranging means 15i, 25i Key sentence frequency arranging means 15j, 25j Telephone number record Customer information input means 25k Message generation / E-mail transmission means 25l Authentication / incoming history database opening means 16, 26 Storage device 16a, 26a First incoming history database 16b, 26b Second incoming history database 16c, 26c Customer database 26d Authentication database 17 Business processing terminal 18 Web server 100 Pair terminal of telephone 12 and business processing terminal 17

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Claims (10)

[Claims] 1. A computer / telephony integration in which a business enterprise operating one of the business industries including a service industry responds to a customer's request / request at least via a telephone line from a customer by integrating a business processing computer and a telephone. (CTI) system, wherein the business processing computer has a storage device and a business processing terminal, and the telephone has a telephone number between the telephone line and a telephone line. Having a configuration for transmitting the obtained telephone number data to the business processing computer, wherein the storage device of the business processing computer stores a telephone number of a caller input to the telephone line when the line is connected. A first incoming call history database which is inputted in association with the call time and the customer information of the caller; When the line is connected and the caller starts talking on the phone,
The sender's name is obtained from the conversation, and a qualifier or sentence that limits the name is further obtained and added, and the sentence pattern of "~ no ~" is used as a key sentence, and the key sentence and the arrival time and the customer of the sender are obtained. At least a second incoming call history database that is input in association with information, wherein the business processing computer receives the incoming call of the customer's requirement and uses the incoming call as a trigger to store the first incoming call history database. A telephone number storage means for generating a telephone number storage record, storing the incoming date, month, day, hour, minute, and second, acquiring the source telephone number of the received telephone by the telephone number acquisition device, and storing the telephone number record in the telephone number record; Using the telephone number data of the telephone number record as a key and comparing with the existing data of the first incoming call history database, if there is a matching telephone number, Telephone number inquiry display means for displaying the telephone number and the corresponding customer information including the company name or the customer name on the display screen of the business processing computer or terminal at the time of an external telephone call conversation; If not, a key sentence storage means for generating a key sentence storage record of the second incoming call history database and storing the key sentence obtained when a conversation is started by telephone at the time of the incoming call in the record; If there is a key sentence that matches and matches existing data in the database, the key sentence and corresponding customer information such as telephone number, company name and customer name are displayed on the display screen of the business processing computer or terminal. Key sentence collation display means for displaying at the time of telephone conversation; and A computer comprising at least new business information input means for inputting new customer information to a key sentence record in accordance with an instruction on a display screen of a business processing computer or a terminal and improving the matching rate from the next time.・ Telephony integration system. 2. The telephone number collating and displaying means further comprising, when there is a matching telephone number, an incoming frequency counting means for increasing and generating once the number of incoming frequencies of a record having the telephone number, and 2. A sentence matching display means, comprising: a key sentence usage frequency counting means for increasing a key sentence usage frequency of a record having a key sentence by one when a matching key sentence is found. Computer telephony integration system. 3. The computer telephony integration system according to claim 2, further comprising an incoming call frequency order arrangement unit for arranging the records of the first incoming call history database in the incoming call frequency order to increase a search speed. 4. The computer according to claim 2, further comprising key sentence use frequency order arrangement means for arranging the records of the second incoming call history database in order of the key sentence use frequency in order to increase a search speed.・ Telephony integration system. 5. A telephone number for inputting the new customer information to the telephone number record of the same telephone number generated in the first incoming call history database from the business processing computer or the terminal display screen in the new customer information input means. 5. The computer telephony system according to claim 2, further comprising record customer information input means.
Integration system. 6. The business processing computer of the business enterprise further includes an e-mail server including a firewall and a Web server. When a business operator of the business enterprise is out of the office when a request signal from a customer is issued, the computer 3. A message generating / e-mail transmitting means for automatically generating a message on a display screen and transmitting an E-mail to a wireless mobile phone having an Internet-compatible browser possessed by the person in charge. ,
The computer telephony integration system according to 3, 4, or 5. 7. A business operator and a customer of the business enterprise access the business processing computer of the business enterprise from the respective wireless cellular phone or personal computer terminal, and the computer responds to the access signal, An authentication / incoming call history database which searches the database for authentication of the computer, collates and authenticates the ID code and password received from the business person or customer and opens the first and second incoming call history databases to display and confirm the customer information. 7. The computer telephony integration system according to claim 6, further comprising an open unit. 8. The business includes medical services for dentists and practitioners, home doctors, nursing homes, local government nursing care businesses, beauty salons, pet shop hospitals, home delivery, convenience stores, restaurants, travel agencies, hotels, pensions, etc. 2. The computer telephony service according to claim 1, wherein the service business includes a temporary staffing business, a used car sales business, and a mail order business.
Integration system. 9. The telephone number acquiring device is a number display adapter, and the incoming telephone number is RS2.
3. A display on a display screen of the business processing computer via a 32C transmission line, or on a business processing terminal connected thereto via a LAN.
The computer telephony integration system according to 3, 4, 5, 6, or 7. 10. The private branch exchange P
A dedicated CT for a CTI system compatible exchange installed in the BX
2. An I-card, wherein an incoming telephone number is displayed on a display screen of the business processing computer through an output line of the card, or displayed on a business processing terminal connected to the LAN by a LAN. 2,3,4,5,6
Or a computer telephony integration system according to 7.