JP2003092645A - Method for connection to call center - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an inquiry method to a call center at a low cost where the inquiry can be made in parallel with the operation of a terminal. SOLUTION: The connection method employs a terminal having a conversation function and capable of executing one program or more at the same time connects its channel to a terminal installed in the call center and having a conversation function at least via the Internet and makes an inquiry of the terminal installed in the call center.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method for a user terminal to communicate with a center side terminal installed in a call center.

[0002]

2. Description of the Related Art A terminal device such as a personal computer or a vendor of software installed in the device prepares a call center for receiving troubles and questions regarding the terminal device and software as one of services for users. Conventionally, users have used telephones and telephone lines to make inquiries to call centers.

[0003]

However, in the conventional method, when the installation place of the telephone and the installation place of the terminal device (user terminal) are apart from each other, the operation of the terminal device and the interaction with the call center are performed at the same time. Is difficult and
There was a problem that the explanation to the person in charge at the call center and the operation according to the instructions could not be performed smoothly.

Further, in the conventional method, the user establishes a line with the call center using only the telephone line. The telephone line usage fee is proportional to distance and time,
When the distance between the call center and the user is large, the communication cost becomes high depending on the distance. If the user pays this line usage fee, there is a problem that the communication cost for making an inquiry to the call center becomes high.

An object of the present invention is to provide a method of connecting to a call center which can reduce the trouble when the user interacts with the call center while operating the terminal device.

Another object of the present invention is to provide a method of connecting a line to a call center which can reduce the communication cost to the call center.

[0007]

In the method of connecting to a call center according to the present invention, a user terminal is installed between a center-side terminal installed in a call center that accepts a question regarding a program while the program is running and the terminal itself. A step of starting execution of a communication program for performing voice communication using a network via the Internet; and the user terminal reading connection information for connecting itself and the center side terminal according to the communication program. And a step in which the user terminal sends the connection information to the network in order to connect the user terminal and the center side terminal according to the communication program.

According to the present invention, when a user makes an inquiry to a call center about a certain program, a terminal device using the certain program can be used to make an inquiry to the call center while using this program. It will be possible. Therefore, during the inquiry to the call center, the operation of the program that is the object of the inquiry can be performed concurrently with the inquiry, and the efficiency of the inquiry is improved. In addition, since the inquiry is made using the network via the Internet, the communication distance for communication using the telephone line is shortened, and the usage fee, that is, the communication cost for the telephone line is reduced.

Further, the present invention provides the user terminal with a user interface for the user terminal to receive an execution start command of the communication program from the user by executing the program, and the execution start command is provided via the user interface. It may be configured to start the execution of the communication program when is input.

According to the present invention, the user can input the start command of the communication program by the user interface in the program being used.

The present invention also provides a step in which the user terminal reads out a program identifier indicating a program last operated by a user, and the user terminal uses a plurality of programs installed in the call center based on the program identifier. The method may further include a step of selecting a center-side terminal that performs voice communication using the network from the center-side terminals.

According to the present invention, the call center for inquiring about the program last operated by the user is automatically selected. Therefore, it is not necessary to incorporate the program according to the present invention into each program, and it is possible to cope with the execution of the inquiry to a plurality of programs by one program according to the present invention. In addition, the user does not need to select the call center for inquiring about the program used by the user.

Further, according to the present invention, the user terminal reads out a function identifier indicating a voice communication function that can be used by the own terminal, and the user side terminal selects one of the plurality of center side terminals of the network. It may be configured to further include the step of selecting a center-side terminal that performs voice communication using only the IP network.

According to the present invention, the center side terminal having the voice communication function which can be used in the terminal device used by the user is automatically selected. Therefore, it is possible to make an inquiry by utilizing the voice communication function available in the user terminal. In addition, the user does not need to select the center-side terminal equipped with the voice communication function that can be used in the user terminal.

Further, according to the present invention, while the user terminal is starting a certain program, the center side terminal is provided via a server provided between the center side terminal installed in the call center for receiving a question regarding this program and the user terminal itself. Starting execution of a communication program for performing voice communication between itself and itself using only the IP network; and the user terminal according to the communication program,
Reading connection information for connecting itself and the center side terminal via the server; the user terminal connecting itself and the server; and the user terminal being usable by itself Reading a function identifier indicating a voice communication function, the user terminal,
The server transmits the function identifier to the server in order to select and connect a center side terminal connecting the user terminal based on the function identifier from the plurality of center side terminals. Connection method may be used.

According to the present invention, the user terminal once connects to the server provided in the call center and sends the function identifier to the server. Then, the server automatically selects the center-side terminal corresponding to the function identifier.
Therefore, the user terminal does not need to store the inquiry destination of the center-side terminal corresponding to the function identifier, and the storage area of the storage medium included in the user terminal can be saved. In addition, when the inquiry destination of the center side terminal is changed, the inquiry destination is collectively managed by the server, so that the call center administrator only has to change the inquiry destination stored in the server and does not need to report to the user. . Moreover, the user does not need to change the inquiry destination stored in the user terminal.

In the present invention, the user terminal reads out a program identifier indicating a program last operated by the user, and the user terminal selects the program identifier based on the program identifier from among the plurality of center side terminals. It may be configured to further include the step of selecting the server to be connected by connecting.

According to the present invention, the server corresponding to the call center for inquiring about the program last operated by the user is automatically selected. Therefore, the user does not need to select the server corresponding to the call center for inquiring about the program used by the user.

Further, according to the present invention, a computer performs voice communication between a center-side terminal installed in a call center that accepts a question regarding a program and itself while the program is running, using a network via the Internet. A communication program for executing the communication program, a step of reading connection information for connecting itself and the center-side terminal according to the communication program, the user terminal according to the communication program, and the center side. It may be a program that functions as a user terminal that executes the step of transmitting the connection information to the network in order to connect with the terminal.

Further, the present invention is for performing voice communication between a center side terminal installed in a call center that receives a question about a program and its own device while the program is running, using a network via the Internet. Starting means for starting execution of the communication program, connection information reading means for reading connection information for connecting the own device and the center side terminal according to the communication program, and own device and the center side terminal according to the communication program It may be a call center connection device including connection information sending means for sending the connection information to the network in order to connect with.

[0021]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings. The configuration of the embodiment is an example, and the present invention is not limited to the configuration of the embodiment.

[First Embodiment] <System Configuration> FIG. 1 is a diagram showing a system configuration of a first embodiment according to the present invention. In order to make an inquiry from the client 100 (corresponding to the “user terminal” or “call center connecting device” of the present invention) used by the user to the call center CC (corresponding to “call center for accepting questions regarding programs” of the present invention), the present system is used. System of the client 100, Internet IN, Voice over Internet
Protocol GateWay (VoIPG
W), subscriber telephone network PN, telephone terminal T provided in call center CC (corresponding to "center side terminal" of the present invention)
Consists of.

The client 100 packetizes the input voice and sends the VoIPG via the Internet IN.
Send to W. Upon receiving the voice packet from the client 100, the VoIP GW converts the voice digital data included in the voice packet into an analog voice signal, and transmits it to the destination (here, the telephone terminal T of the call center CC) via the subscriber telephone network PN. Send. A single or a plurality of telephone terminals T are installed in the call center CC. In this way, the client 100 and one of the telephone terminals T in the call center CC are connected via the communication line via the Internet IN. The client 100 will be described below.

The client 100 is constructed using a computer such as a personal computer (PC) or a workstation. The client 100 is a terminal device (user terminal) used by a user to make an inquiry to the call center CC, and in terms of hardware, a CPU, a main memory (RAM), and an auxiliary memory connected via a bus.
It is equipped with a (hard disk), communication control device, etc., and is connected with an input device and an output device. The client 100 is
Various programs (OS and applications) stored in the auxiliary storage are loaded into the main storage and executed by the CPU, whereby the input unit 101, the output unit 102,
The inquiry control unit 103, the transmission / reception unit 104, and the inquiry destination storage unit 105 are made to function.

The input unit 101 is composed of a button, a keyboard, a pointing device (mouse, trackball, joystick, etc.) and a microphone, for the user to input data and commands to the client 100, and for voice. Is input to the client 100.

The output unit 102 is composed of a display, a speaker and the like, and is used for displaying various information to the user and outputting voice.

The inquiry control unit 103 is a function realized by executing a program, and performs processing necessary for a user to make an inquiry to the call center CC using the client 100. For example, referring to the inquiry destination storage unit 105, the inquiry destination telephone number of the call center CC (corresponding to “connection information” of the present invention) is read,
Processing such as calling to the call center CC is performed (corresponding to "starting means" and "connection information reading means" of the present invention).

The transmission / reception unit 104 is a function of the communication control device, and performs data transmission / reception between the client 100 and the call center CC via the Internet IN, VoIP GW, and subscriber telephone network PN ("connection information transmission means" of the present invention). Equivalent to).

The inquiry destination storage unit 105 is composed of a random access memory (RAM), a hard disk, etc., and stores the telephone number of the call center CC.
If the telephone number of Call Center CC is changed,
The user can update the data by inputting the changed telephone number from the input unit 101.

<Operation Example> FIG. 2 is a flowchart showing an operation (processing by the client 100) in the first embodiment of the present invention. The operation of the first embodiment will be described below with reference to FIG.

The processing of this embodiment starts when an inquiry application (corresponding to the "program" of the present invention) installed in advance in the hard disk (not shown) of the client 100 is started. The inquiry application is incorporated in another application used by the user (for example, word processing software, spreadsheet software, etc., which corresponds to “a certain program” of the present invention).

FIG. 3 is a diagram showing a state in which the user has pressed the operation connection window and the inquiry connection button B1 arranged therein. The inquiry application is
For example, it is activated by the user pressing the inquiry button B1 arranged in the window W1 of the other application (S100).

As described above, the inquiry command activation command (execution start command) from the user is an inquiry button B1 as a user interface provided to the user by executing another application.
You may make it input into the client 100 via.

When the inquiry application is activated, the inquiry control unit 103 causes the user to perform various operations related to the inquiry application (inquiry line connection,
A window W2 (hereinafter referred to as "operation window") for disconnecting the inquiry line, changing the contact number, ending the application, etc. is displayed on the output unit 102 (S101). The operation window W2 includes an end button B2, a connection button B3, a disconnection button B4, and an option button B5 (displaying a setting window for changing the contact number, etc.) for performing the above-described operations.

When the output unit 102 displays the operation window W2, the following inquiry processing is executed until the end button B2 on the operation window W2 is pressed by the user (S102-N).

First, the process waits until the user presses the connect button B3 (S103-N). When the connection button B3 is pressed by the user (S103-Y: equivalent to the “step of starting execution of the communication program” of the present invention), the inquiry control unit 103 reads out the inquiry destination telephone number from the inquiry destination storage unit 105. (S10
4: Corresponding to the "step of reading connection information" of the present invention), connecting to the telephone terminal T of the call center CC, which is the inquiry destination, via the communication line via the transmission / reception unit 104 (S105: "connection information to the network of the present invention. Equivalent to the step of sending out). Specifically, the transmitting / receiving unit 104 transfers the IP packet including the telephone number of the inquiry destination to the VoIP GW via the Internet N. Then VoIPGW is the phone number of the contact
(Telephone terminal T) is called. Upon receiving a response to this call, the VoIP GW bidirectionally establishes a telephone line between the telephone terminal T and the VoIP GW. In this way
A communication line is established between the client 100 and the telephone terminal T, and bidirectional voice communication becomes possible.

When the line with the call center CC is connected (the call is established), the user starts an inquiry to the person in charge of the call center CC (S106), and the user presses the disconnect button B4 on the operation window W2. The inquiry is continued until (S107-N).
By this inquiry, the user can call center CC
You can communicate the question to the person in charge and get the answer to the question.

When the inquiry by the user is completed and the disconnection button B4 on the operation window W2 is pressed by the user (S107-Y), the inquiry control unit 103.
Disconnects the line with the call center CC (S10
8) Then, wait until the user presses the connection button B3 again. When the user presses the end button B2 on the operation window W2 (S102-Y), the process of the client 100 ends according to the inquiry application (S109). Instead of the above configuration,
As soon as the inquiry button B1 is pressed, step S
The process of 104 may be started. In this case, the connection button B3 of the operation window W2 is unnecessary. Further, the button B4 and the button B2 may be integrated into one.

According to such operation of the first embodiment,
An inquiry is made to the call center CC using the Internet IN. That is, the client 100
It is connected to the telephone terminal T in the call center CC via a communication line via the Internet IN. Generally, users pay a flat rate or pay a telephone call to the nearest provider (in this case, typically client 1
00 to the nearest access point are connected by a telephone line) to connect to the Internet IN.
Therefore, the user needs only the cost for connecting to the Internet IN and the communication cost from the VoIP GW to the call center CC, and the communication cost for the distance via the Internet IN can be reduced. Therefore, in the present embodiment, the distance to use the subscriber telephone network PN is reduced as compared with the case where the user is required to connect to the call center CC by a long distance call because the distance between the call center CC and the user is long. , Subscription telephone network P
The communication cost in N can be reduced, and the communication cost required when making an inquiry to the call center CC can be suppressed.

Further, while the inquiry application is being executed, other applications that have already been activated operate in parallel by multitask processing.
That is, the user can make an inquiry to the call center CC while operating another application. Therefore, when a user has a question about another application while operating another application, the user contacts the call center CC by pressing the inquiry button B1 on the operation window W1 to inquire and answer the question. You can operate other applications while following the instructions.

As described above, since the user interface for starting the execution of the inquiry application is provided on the operation screen (operation window W1) of the other application, the user can operate the window to start the inquiry application. Since it is not necessary to switch between the two, it is possible to save the user the trouble of making an inquiry to the call center CC. In addition, inquires to the call center CC regarding the user terminal currently in operation
Since it can be performed by the operation of the (client 100), it is possible to solve the problem that occurs when the telephone cannot be brought near the user terminal as in the past, and to make an inquiry smoothly and answer. Can be obtained.

Therefore, the present embodiment is effective for inquiring about an operating method of a PC or a workstation, an application in the PC or a workstation, and the like.

On the other hand, from the viewpoint of the call center service provider, the communication cost borne by the user and the time and effort required for inquiries can be reduced, so that a call center service that is easy for the user to use can be provided, and the user can use the call center CC. Can be promoted. Furthermore, it leads to the provision of other after-care application.

In the first embodiment, the client 100 is connected to a telephone terminal T provided in a call center CC via an IP network (corresponding to the "IP network" of the present invention) including the Internet IN and a subscriber telephone network PN. However, it may be directly connected to the terminal device provided in the call center CC via only the IP network via the Internet IN. In this case, the call center side terminal becomes the information processing terminal (IP terminal) instead of the telephone terminal T, and the inquiry destination storage unit 105 of the client 100 stores the IP address of the information processing terminal instead of the telephone number. . The person in charge of the call center CC uses the information processing terminal to respond to user inquiries. By doing so, the VoIP GW and the subscriber telephone network PN shown in FIG. 1 are unnecessary. Therefore, call center CC
The cost of communication to is further reduced.

[Second Embodiment] <System Configuration> FIG. 4 is a diagram showing a system configuration of a second embodiment according to the present invention. This system, like the first embodiment, uses the client 100 used by the user.
This is a system for making an inquiry from A to the call center CC, and comprises a client 100A, the Internet IN, VoIP GW, a subscriber telephone network PN, and telephone terminals T provided in a plurality of call centers CC. Less than,
The client 100A will be described. However, the first
The description of the same configuration as that of the embodiment will be omitted.

The client 100A is constructed by using a computer such as a PC or a workstation. The client 100A is a terminal used by the user to make an inquiry to the call center CC.
00A is an input unit 101, an output unit 102, an inquiry control unit 103, a transmission / reception unit 104, an inquiry destination DB 10
6. A program ID storage unit 107 is provided.

The inquiry control unit 103 performs processing necessary for the user to make an inquiry to the call center CC using the client 100A. For example, the ID (corresponding to the “program identifier” of the present invention) of the program currently in use (operated last) stored in the program ID storage unit 107 is read, and the telephone number to be inquired corresponding to this program ID is read. Contact DB 10
Then, processing such as connecting a line with the call center CC is performed using the read telephone number.

The inquiry destination DB 106 is constructed on a RAM or a hard disk, and stores a database in which a program ID is associated with a telephone number of a call center CC for making an inquiry about a corresponding program. When the telephone number and the program ID of the call center CC are changed, the database can be updated by a process such as downloading the latest database or the user inputting the changed data from the input unit 101. is there.

The program ID storage unit 107 is built on a RAM or a hard disk, and stores a program ID indicating the application last operated by the user. In the second embodiment, the inquiry control unit 103 sets the current window (a window in which an application can be operated) while the OS of the client 100A is being activated.
Is constantly monitored, and the program ID of the application of the current window is used as the program ID of the “last operated program” to store the program ID storage unit 10.
Store in 7. As a result, while an application on the OS is being operated, the program ID of this application is stored in the program ID storage unit 107, and when all the applications on the OS have ended, the end has ended. The program ID of the application program is stored in the program ID storage unit 107. <Operation Example> FIG. 5 shows an operation in the second embodiment of the present invention.
It is a flowchart which shows (process by client 100A). The operation of the second embodiment will be described below with reference to FIG. However, the processing of S200 to S203 and S206 to S210 in FIG. 5 is the same as that of the first embodiment, and therefore its explanation is omitted and S204 and S20 are omitted.
5 will be described. However, unlike the application in the first embodiment, the application in the second embodiment is not incorporated in another application and is activated and operates as a single application. Therefore, the operation window W2 is not displayed in the window W1 of another application, but is output in response to the user's calling operation.
It is displayed directly on the second screen.

When the user presses the connect button B3 (S203-Y), the inquiry control section 103 first reads the program ID from the program ID storage section 107 (S204: "program identifier reading step" of the present invention). ). Next, the read program I
Contact DB for contact phone numbers corresponding to D
106 (corresponding to “step of selecting the call center side terminal to which the communication line is connected based on the program identifier” of the present invention) 106, and connects the line to the call center CC that is the inquiry destination via the transmitting / receiving unit 104. Yes (S206).

According to such operation of the second embodiment,
It is possible to make an inquiry to a plurality of other applications by installing one inquiry application. Therefore, unlike the first embodiment in which the inquiry application is incorporated for each other application, the user does not need to learn how to use the plurality of inquiry applications. Also,
The number of inquiry applications installed in the client 100A is reduced, and the storage area of the storage medium (auxiliary storage such as hard disk) can be effectively used.

Although the second embodiment is connected to the telephone terminal provided in the call center CC via the VoIP GW and the subscriber telephone network PN, it may be directly connected to the call center CC only via the Internet IN. In this case, an information processing terminal is provided in the call center CC, and the person in charge of the call center CC uses the information processing terminal to respond to user inquiries.

[Third Embodiment] <System Configuration> FIG. 6 is a diagram showing a system configuration of a third embodiment according to the present invention. This system can be used from the client 100B used by the user to the call center C
An operator OP (corresponds to the "center side terminal" of the present invention) via the server 200 (corresponding to the "server provided between the center side terminal and itself" of the present invention) disposed in C.
Is a system for making an inquiry to a client, and includes a client 100B, the Internet IN, a server 200, and a plurality of operators OP. Below, the client 100
B, the server 200, and the operator OP will be described.
<<< Client 100B >> Client 100B
Is configured using a computer such as a PC or a workstation. The client 100B is a terminal used by the user to make an inquiry to the operator OP,
The client 100B has an input unit 101 and an output unit 10.
2, an inquiry control unit 103, a transmission / reception unit 104, an inquiry destination storage unit 105, and an application (AP) storage unit 108 used.

The input unit 101 is composed of buttons, a keyboard, a pointing device (mouse, trackball, joystick, etc.), a microphone, a camera, a scanner, a tablet, etc., and the user inputs data and commands to the client 100B. And for inputting voice, still images, moving images, etc. to the client 100B.

The output unit 102 is composed of a display, a speaker and the like, and is used for displaying various information to the user and for outputting a still image, a moving image, a voice and the like.

The inquiry control unit 103 performs processing necessary for the user to make an inquiry to the operator OP using the client 100B. For example, referring to the used AP storage unit 108, a voice communication application (corresponding to “voice communication function” of the present invention) that can be used in the client 100B is searched, and used AP data (“function identifier of the present invention” that is a search result is searched. Is transmitted to the server 200, and processing such as requesting the server 200 to establish a communication path with the operator OP corresponding to the search result is performed. The voice communication application is an application for realizing a voice communication function used for making an inquiry with the operator OP, and examples of the voice communication function include a voice chat and a video conference.

The transmitting / receiving section 104 transmits / receives data to / from the server 200 via the Internet IN.

The inquiry destination storage unit 105 is composed of a RAM, a hard disk, etc.
P address (corresponding to "connection information for connecting itself and the center side terminal via the server" of the present invention)
Memorize When the IP address of the server 200 is changed, the user can update the data by inputting the changed IP address from the input unit 101.

The used AP storage unit 108 is the client 1
00B stores data indicating the type of voice communication application that can be used (AP data used). Use A
As the P data, what the user desires to use is registered in advance. << Server 200 >> The server 200 is configured using a computer such as a PC or a workstation. Server 20
Reference numeral 0 is a computer used to establish a communication path between the client 100B and an appropriate operator OP, and includes a first transmission / reception unit 201, a second transmission / reception unit 202, and a control unit 20.
3, The inquiry destination DB 204 is provided. Here, the appropriate operator OP refers to an operator OP capable of making an inquiry using the voice communication function application available to the user.

The first transmission / reception unit 201 uses the Internet I
Data is transmitted / received to / from the client 100B via N. The second transmission / reception unit 202 also transmits / receives data to / from at least one operator OP via the Internet or a local net.

The control unit 203 performs processing for establishing a communication path between the client 100B and an appropriate operator OP. For example, using the used AP data received from the client 100B as a key, the inquiry destination DB 204 is referenced to search for an appropriate operator OP address, and the data transmitted from the client 100B is transmitted to the selected operator OP. In this way, the client 1
The data from 00B is transmitted to the selected operator OP, and conversely, the data from the operator OP is transmitted to the client 100B.
A communication path between 0B and the operator OP is established.

The inquiry destination DB 204 is constructed on a RAM or a hard disk and stores a database in which used AP data and an appropriate operator OP address are associated with each other. <Operation Example> FIG. 7 is a flowchart showing the operation in the third embodiment of the present invention. Hereinafter, with reference to FIG.
The operation of the embodiment will be described.

The process of the present embodiment starts when the user starts up the inquiry application installed in advance on the hard disk (not shown) provided in the client 100B (S30).
0). When the application is activated, the inquiry control unit 103 displays the operation window W2 on the output unit 102 (S301).

When the output unit 102 displays the operation window W2, the following inquiry processing is executed until the end button B2 on the operation window W2 is pressed by the user (S302-N).

First, it waits until the user presses the connect button B3 (S303-N). When the user presses the connect button B3 (S303-Y), the inquiry control unit 103 reads the used AP data from the used AP storage unit 108 and the IP address of the server 200 from the inquiry destination storage unit 105 (S30).
4: Corresponding to the "step of reading the function identifier" of the present invention, S305), connecting to the server 200 corresponding to the read IP address (corresponding to the "step of connecting itself and the server" of the present invention), and transmitting / receiving Use AP data is transmitted to the server 200 via the unit 104 (S306:
It corresponds to “step of transmitting the function identifier to the server” of the present invention).

When the server 200 receives the used AP data from the client 100B (S307), the server 200 refers to the inquiry destination DB 204 by using the received used AP data, and the operator OP suitable for establishing the communication path with the client 100B. Search for the address of (S30
8). Then, the communication path between the corresponding operator OP and the client 100B is established (S309).

Client 100 by server 200
When the communication path between B and the appropriate operator OP is established,
The inquiry is started in the client 100B (S310), and the inquiry is continued until the user presses the disconnect button B4 on the operation window W2 (S311-N). When the disconnection button B4 is pressed (S311-Y), the inquiry control unit 103 transmits a communication path release request to the server 200 (S31).
2).

When the server 200 receives the communication path cancellation request from the client 100B (S313), the server 200 cancels the communication path between the client 100B that has transmitted the communication path cancellation request and the operator OP (S314).

When the communication path with the operator OP is released by the server 200, the client 100B waits until the user presses the connection button B3 again.

When the user presses the end button B2 on the operation window W2 (S302-Y), this process ends (S315).

According to such operation of the third embodiment,
In order to make an inquiry to the operator OP of the call center CC without using the subscriber telephone network PN, the subscriber telephone network P
It is possible to reduce the cost of communication cost when using N. Generally, the user connects to the Internet IN by paying a flat rate or a telephone charge to the nearest access point, so the call center CC
If it is in a remote area, it will be possible to reduce communication costs.

Further, the operator O corresponding to the voice communication application provided in the user's client 100B
Since the client 100B who can only perform voice chat is automatically connected to P, the operator O for accepting an inquiry by voice chat
While being connected to P, the client 100B having a camera and a microphone and capable of using a video conference is connected to an operator OP having a camera and a microphone and capable of using a video conference. Therefore, the user can make an inquiry using an effective function, and the user does not need to select the corresponding operator OP himself.

The server 20 described in the third embodiment.
0 performs a process of determining an appropriate operator OP in the application layer, but the server 200 is realized by using a router, a switching hub, and a layer 3 switch (having a layer 2 processing function) instead of a PC or a workstation. be able to. That is, if the operator OP is an IP terminal, the used AP data is stored in an unused area of the header of the IP packet transmitted from the client 100B to the server 200 or a predetermined position in the IP data field, and the control unit 203 of the server 200 stores the AP data. The IP address of the operator OP corresponding to the used AP data stored in the IP packet may be transferred by using the inquiry destination DB 204. Operator OP is LAN
If it is a terminal, the control unit 203 sends the inquiry destination D for the layer 2 address (MAC address) corresponding to the used AP data.
B204 may be used for indexing and transfer.

Further, by providing the program ID storage unit 107 and the inquiry destination DB 106 described in the second embodiment in the third embodiment, it is possible to further obtain the effect described in the second embodiment. Figure 8
Is the program ID storage unit 107 in the third embodiment.
FIG. 3 is a diagram showing a configuration of a client 100C in the case of further including an inquiry destination DB 106.

[0075]

According to the present invention, the cost is low and it is possible to make an inquiry to the call center in parallel with the operation of the terminal device.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration example of a first embodiment according to the present invention.

FIG. 2 is a flowchart showing a process of the first embodiment according to the present invention.

FIG. 3 is a diagram showing an example of an operation window according to the embodiment of the present invention.

FIG. 4 is a block diagram showing a configuration example of a second embodiment according to the present invention.

FIG. 5 is a flowchart showing a process of the second embodiment according to the present invention.

FIG. 6 is a block diagram showing a configuration example of a third embodiment according to the present invention.

FIG. 7 is a flowchart showing a process of the third embodiment according to the present invention.

FIG. 8 shows a program I according to a third embodiment of the present invention.
It is a figure which shows the structure at the time of further providing D storage part and inquiry destination DB.

[Explanation of symbols]

100, 100A, 100B, 100C Client 101 Input Unit 102 Output Unit 103 Inquiry Control Unit 104 Send / Receive Unit 105 Inquiry Destination Storage Unit 106 Inquiry Destination DB 107 Program ID Storage Unit 108 Used AP Storage Unit 200 Server 201 First Transmitting / Receiving Unit 202 Second Transmitter / receiver 203 Control unit 204 Contact DB IN Internet PN Subscribed telephone network CC Call center OP Operator B1 Inquiry button B2 End button B3 Connect button B4 Disconnect button W1 Other application window W2 Operation window

Claims (8)

[Claims] 1. A user terminal for performing voice communication between a center-side terminal installed in a call center for accepting a question regarding a program and a terminal terminal itself during activation of a program, using a network via the Internet. A step of starting execution of a communication program; a step in which the user terminal reads connection information for connecting itself and the center-side terminal according to the communication program; And a step of sending the connection information to the network to connect the center-side terminal to the call center. 2. The user terminal provides a user with a user interface for receiving an execution start command of the communication program from the user by executing the program, and the execution start command is input via the user interface. The method for connecting to a call center according to claim 1, wherein the execution of the communication program is started when a call is made. 3. A step in which the user terminal reads out a program identifier indicating a program last operated by a user, the user terminal based on the program identifier,
3. The method for connecting to a call center according to claim 1, further comprising: selecting a center-side terminal that performs voice communication using the network from a plurality of center-side terminals installed in the call center. 4. The step of the user terminal reading out a function identifier indicating a voice communication function that can be used by the user terminal, wherein the user side terminal selects only the IP network among the networks from the plurality of center side terminals. The method for connecting to a call center according to any one of claims 1 to 3, further comprising: selecting a center-side terminal that performs voice communication using. 5. The user terminal communicates with the center-side terminal and itself through a server provided between the center-side terminal installed in a call center that accepts questions about this program and itself while the program is running. A step of starting execution of a communication program for performing voice communication using only an IP network between the user terminal and the user terminal, according to the communication program, connecting itself and the center side terminal via the server. Reading connection information for the user terminal, connecting the user terminal to itself and the server, reading the function identifier indicating a voice communication function that the user terminal can use, the user terminal However, if the server is the user based on the function identifier among the plurality of center-side terminals, To select a center terminal for connecting the end connection, how to connect to a call center including a step of transmitting said function identifier to the server. 6. A step in which the user terminal reads out a program identifier indicating a program last operated by a user, and the user terminal connects among the plurality of center-side terminals based on the program identifier. The method for connecting to a call center according to claim 5, further comprising the step of selecting the server. 7. A communication for performing voice communication between a computer and a center-side terminal installed in a call center that receives a question regarding a program while the program is running, using the network via the Internet. A step of starting execution of a program; a step of reading connection information for connecting itself and a center-side terminal according to the communication program; the user terminal according to the communication program; And a step of sending the connection information to the network for connection, the program causing the user terminal to execute. 8. A communication program for performing voice communication between a center-side terminal installed in a call center that receives a question regarding a program and its own device while the program is running, using a network via the Internet. Starting means for starting execution, connection information reading means for reading connection information for connecting the own device and the center side terminal according to the communication program, and connecting the own device and the center side terminal according to the communication program Connection information sending means for sending the connection information to the network in order to do so.