JP2007181158A - Telephone reception support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology of easily recognizing a telephone opposite party in telephone reception by using a computer display and voice which general person not being expert operators can use. <P>SOLUTION: On the premises of a telephone number display service by a number display function as a means for particularizing a phone caller, the telephone number is acquired from an adaptor connected to a telephone line, destination information including a name and an address for particularizing an opposite party from the telephone number is popup-displayed on a window on the display apparatus, an image file associated so as to be helpful for particularizing the opposite party is displayed on the window as a background image, a voice file associated so as to be useful for particularizing the destination is furthermore reproduced from a speaker so that the telephone opposite party can easily be recognized. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

The present invention is related to CTI (Computer Telephony Integration), which adds an added value to the number display function of displaying a telephone number on a telephone by integrating a telephone line and a computer so that information on a telephone partner can be easily obtained. It is to be able to grasp.

  Conventional CTI is intended to be used in conjunction with customer management and sales operations. By identifying customer phone numbers and displaying customer information in a pop-up screen, customer purchase history and complaint handling It makes it easier to understand the situation and, as a result, increases customer satisfaction.

  On the other hand, the name of the other party in the mobile phone as well as the home phone is often intended for family members, relatives, and friends. It sets a line.

  Under such circumstances, it is not possible to assume an operator who has received a specific training, and it is easy to operate for people who cannot always operate the computer sufficiently, and the output result of the computer is easy. A CTI system as shown in FIG.

  Most uses of CTI are receptions at call centers, and are used by operators wearing headphones and microphones as part of sales and support / claim processing operations, and only highly trained can be used. For this reason, it is very difficult for a person who cannot sufficiently operate the CTI to use the CTI, and it can be said that it is impossible to introduce a conventional CTI system to a home telephone reception. At present, displaying the name of the other party with the number display function is perfect, and providing the added value of the computer processing that CTI originally has during telephone reception can be cited as a current problem.

  The present invention has been made in consideration of the problems of the CTI, and is easy to understand through a computer display and supported by voice guidance through a speaker so that it can be used by a general person who is not a specialized operator. This makes it easy to authenticate the other party in the telephone reception and provides added value by computer processing.

  In order to solve this problem, the present invention obtains the telephone number from an adapter connected to a telephone line on the premise of a telephone number display service using a number display function as means for specifying a telephone caller, and The destination information including the name and address for identifying the destination from the number is displayed in a pop-up window on the display, and the associated image file is displayed as the window background image to help identify the destination. In addition, an apparatus is provided that includes means for reproducing an associated audio file through a speaker to help identify the other party.

  Specifically, the present invention relates to six devices: an adapter as a signal converter on a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device. The telephone answering support apparatus connected to each other centering on the telephone, and the control apparatus inputs the telephone number of the other party who made the call through the adapter, and the name and address for identifying the other party from the telephone number Means for pop-up displaying partner information including a message in a window on the display, means for searching for an image file associated to help identify the partner, and displaying the image file as a background image of the window; Search for the associated audio file to help identify the destination, and use the speaker to In combination and means for play, to easily achieve authentication of the other party's telephone.

  In addition, an adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device are mutually connected with a computer as a center. Destination information including a name and an address for identifying a destination from the telephone number, which is a connected telephone answering support device by which the control unit inputs the destination phone number through the adapter. A popup window is displayed in a window on the display, and a classification category characterizing the other party is input, image files related to the classification category are searched in the category space, and the other party is identified from the list. Use the keyboard or mouse to select an image file that is useful for the other party and the image It means for associating the Airu, in combination with means for displaying the image file selected as the background image of the window, to easily achieve authentication of the other party's telephone.

  In addition, six devices, which are an adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device, are mutually connected with a computer as a center. Destination information including a name and an address for identifying a destination from the telephone number, which is a connected telephone answering support device by which the control unit inputs the destination phone number through the adapter. Is displayed in a window on the display, and a category category that characterizes the destination is input, and audio files related to the category are searched in the category space and listed, and the destination is identified from the list. Use the keyboard or mouse to select an audio file that is useful for It means for associating a file, a combination of a means for reproducing the selected audio file through the speaker, to easily achieve authentication of the other party's telephone.

  Further, an adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, a client computer as a control device, a host computer as a database device, an adapter, A telephone answering support device in which a display, a speaker, a mouse, and a keyboard are connected to each other around a client computer, and a host computer and a client computer are connected to a network. Means for transmitting the telephone number to the host computer input by the control device, destination information including the name and address for specifying the destination from the telephone number received by the host computer, and identification of the destination Means for returning an image file and an audio file associated to stand up to the client computer, means for popping up the destination information received by the client computer in a window on the display, and the received image file in the window The means for displaying as a background image and the means for reproducing the received audio file through a speaker are used together to easily authenticate the other party of the telephone.

  Further, an adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, a client computer as a control device, a host computer as a database device, an adapter, A telephone answering support device in which a display, a speaker, a mouse, and a keyboard are connected to each other around a client computer, and a host computer and a client computer are connected to a network. Means for inputting the control device and transmitting the telephone number to the host computer; means for returning destination information including a name and address for identifying the destination from the telephone number received by the host computer; Means for popping up the destination information received by the client computer in a window on the display; means for inputting a classification category characterizing the destination on the client computer; and sending the classification category to the host computer; Means for receiving the classification category, searching the category space for an image file related to the classification category, listing the image file, and transmitting the list to the client computer; and identifying the other party from the list received by the client computer Means for selecting a useful image file through a keyboard or mouse and associating the destination with the image file, and at the same time the client computer displays the image file as the background image of the window. In combination and means for transmitting the previously host computer, to easily achieve authentication of the other party's telephone.

  Further, an adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, a client computer as a control device, a host computer as a database device, an adapter, A telephone answering support device in which a display, a speaker, a mouse, and a keyboard are connected to each other around a client computer, and a host computer and a client computer are connected to a network. Means for inputting the control device and transmitting the telephone number to the host computer; means for returning destination information including a name and address for identifying the destination from the telephone number received by the host computer; Means for popping up the destination information received by the client computer in a window on the display; means for inputting a classification category characterizing the destination on the client computer; and sending the classification category to the host computer; Means for receiving the classification category, searching the category space for a sound file related to the classification category, listing the audio file and transmitting the list to the client computer, and identifying the other party from the list received by the client computer Means for selecting an audio file that is useful to the user through a keyboard or a mouse and associating the audio file with the other party, and at the same time the client computer plays the audio file through a speaker, In combination and means for transmitting to the computer, to easily realize the authentication of the other party's telephone.

  The present invention is not used at a call center that has been targeted by the conventional CTI, but through an easy-to-understand display via a computer display and assistance by voice guidance through a speaker so that it can be used by ordinary people who are not specialized operators. Thus, it is possible to facilitate the authentication of the telephone partner in the telephone reception and provide added value by computer processing. That is, on the premise of a telephone number display service by a number display function as means for identifying a telephone caller, the telephone number is obtained from an adapter connected to a telephone line, and a destination is identified from the telephone number In addition to popping up the destination information including name and address in the window on the display, the associated image file is displayed as the background image of the window to help identify the destination, and further helps to identify the destination. By reproducing the associated audio file through the speaker, it is possible to easily identify the other party even if the other party is not attached to the computer display so that the other party can be seen at a glance. Rather than displaying the name of a partner on a conventional number display or displaying a face photo, the function to display a background image and notify by voice enables much more effective presentation of destination information. Become. Thus, the present invention can be applied in a wide range such as telephone support at home and reception support in a business with a wide variety of customers, and the industrial contribution is also great.

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

  FIG. 1 (single system configuration) shows the telephone answering support system of the present invention and its peripheral devices.

  The telephone answering support single system includes an adapter 2 as a signal converter on a telephone line 1, a display 5 as a display device, a speaker 6 as an audio output device, a keyboard 25 and a mouse 26 as input devices, and a computer as a control device. 7 are connected to each other around a computer, and the adapter 2 is connected to a telephone 4 through a telephone line 3.

  When the telephone rings, the adapter 2 receives the signal and transmits the telephone number of the telephone transmission source to the computer 7. When the computer 7 receives the telephone number, the other party related to the telephone number is received. Display information, background image, and audio file, display pop-up window with background image on display 5, display destination information in window, and play audio file through speaker 6 5 and the speaker 6.

  The keyboard 25 and the mouse 26 are used for designating and selecting a specific background image or audio file in a state where an icon intended for a background image and an icon intended for an audio file are respectively displayed on the plurality of displays 5. The computer operates so that the selected background image or audio file is associated with the telephone partner.

  FIG. 2 (network system configuration) shows the telephone answering support system of the present invention, its peripheral devices, and a network-connected host computer.

  The telephone answering support network system includes an adapter 2 as a signal converter on a telephone line 1, a display 5 as a display device, a speaker 6 as an audio output device, a keyboard 25 and a mouse 26 as input devices, and a client as a control device. In the computer 7, a host computer as a database device, an adapter, a display, a speaker, a mouse, and a keyboard are connected to each other with a client computer as a center, and the host computer and the client computer are connected to each other via a bus. In the computer 7, the adapter 2 is further connected to the telephone 4 through the telephone line 3.

  When the telephone rings, the adapter 2 receives the signal and transmits the telephone number of the telephone transmission source to the client computer 7. When the client computer 7 receives the telephone number, the telephone number is transmitted through the bus. The host computer extracts the destination information, background image, and audio file related to the received telephone number, and sends the destination information, background image, and audio file to the client computer. Pops up a window having the background image received on the display 5 as a background, displays the destination information received in the window, and reproduces the audio file received via the speaker 6. Communicate with 6

  The keyboard 25 and the mouse 26 are used for designating and selecting a specific background image or audio file in a state where an icon intended for a background image and an icon intended for an audio file are respectively displayed on the plurality of displays 5. The client computer transmits the selected background image and the name of the audio file to the host computer, and the host computer associates the background image and the audio file with the other party.

  In the telephone answering support single system (FIG. 1) and network system (FIG. 2) configured as described above, when a call is received from the other party, a telephone reception answering routine RT1 shown in FIG. 3 is executed.

  When the telephone reception support system (FIGS. 1 and 2) enters the telephone reception reception routine, the telephone number T1 is received in step SP1, and the list L1 of destination IDs to be compared with the telephone number T1 is extracted in step SP2.

  In step SP3, if the list L1 is an empty set, it means that the other party for the telephone number T1 has not been registered, so that a new party is added in step SP4, the background image registration routine RT2, and the audio file registration routine RT3. After registration, the process proceeds to step SP11.

  In step SP3, if the list L1 is not an empty set, it is determined in step SP5 whether there are two or more elements in the list L1, and if so, the partner display list shown in FIG. 4 is displayed in step SP6. In step SP8, one partner is selected and the partner is set to ID1, but if there is one element in the list L1, the partner ID1 is extracted in step SP7.

  In step SP9, the background image B1 associated with the partner ID 1 is extracted, and in step SP10, the audio file A1 associated with the partner ID 1 is extracted.

  Further, in step SP11, the telephone reception screen shown in FIG. 5 displaying the information of the partner ID1 based on the background image B1 is popped up on the display 5 or the display 13, and the background image B1 associated with the partner ID1 is displayed. The audio file A1 is reproduced by the speaker 6 or the speaker 14 in step SP12.

In the background image registration routine RT2, display a category input screen shown in FIG. 7 in step SP14, after accepting the input of the category, calling the image search function f _I in step SP15, which is associated with the classification category C1 image Search the list I1.

  Next, in step SP16, the image list I1 is displayed, and the background image file F1 is taken out via the image selection screen shown in FIG.

  Finally, in step SP17, the background image file F1 is associated with the telephone partner, and the background image file F1 is registered on the image registration screen shown in FIG.

The speech file registration routine RT3, and displays the category input screen shown in FIG. 11 in step SP19, after accepting the input of the category, calling the audio file search function f _A in step SP20, which is associated with the classification category C1 The audio file list A1 is searched.

  Next, in step SP21, the audio file list A1 is displayed, and the audio file G1 is taken out via the audio selection screen shown in FIG.

  Further, in step SP22, the voice file G1 is associated with the telephone partner, and the voice file G1 is registered on the voice registration screen shown in FIG.

  The background image search function and the audio file search function called in the background image registration routine RT2 and the audio file registration routine RT3 are defined as follows using set theory symbols.

  First, the concept of category elements is introduced.

  The category element expresses a profession of a business such as a flower shop, a web production shop, or a printing shop, from one that expresses human relationships such as family, relatives, and friends.

  FIG. 14 shows a set CT of category elements.

It is said.

  Given a category element set CT, the category space CL is defined as follows.

  That is, a set consisting of a subset of the category element set is CL, and the elements of CL constitute a category.

  Thus, a category is a collection of category elements.

  Considering the group as a category, not a category element, is for dealing with cases where the trader's occupation spans multiple genres.

  For example, a trader who has both the business of web production and printing can configure a category as {Web production, printing}.

  Traditionally, the classification of vendors can be found on the town pages issued by NTT, where the category structure has a tree structure, and the category with a high degree of abstraction is positioned at the top of the tree, and the specific one is at the bottom. Has a positioned category.

  Such an expression is not suitable for a business, and the category space structure shown in the present invention is suitable.

  In the present invention, the category space has a bundle structure in which the highest level is an empty set and the lowest level is a category including all category elements.

  Mathematically, the bundle structure is an ordered set and constitutes a metric space.

  Therefore, when C1⊆C2 holds in the two categories C1 and C2, C2 is a category including the work of C1 and is a category larger than C1.

  Further, when a set obtained by removing one category element from C2 is C1, C1 is a direct upper category of C2, and the distance is 1.

  For example, if the partner who is a florist is also a friend, the category {florist, friend} can be said to be a category whose distance is one greater than the category of {florist}.

  On the premise of such a category space, it is assumed that each category in the category space is given a related background image list I1 and an audio file list A1.

  For example, it is assumed that a background image I1 and an audio file A1 necessary for specifying a partner are assigned to the category {florist, friend} corresponding to this category.

  This relationship is defined by the following function.

From the preparation of the above, the image search function f _I and the audio file search function f _A which is called by the background image registration routine RT2 and the audio file registration routine RT3 is defined as follows.

  Here, ∪ represents a union symbol, and background images and audio files assigned to all categories equal to or higher than C1 are extracted.

It should be noted that the list of f _I and f _A values is arranged and output in ascending order of distance.

  Thus, for a given category C1, a list is constructed from the ones most relevant to it.

Thus, the image search function f _I and the audio file search function f _A operate to search the image list I 1 and the audio file A 1 associated with the classification category input from the user.

  It is a block diagram which shows the stand-alone system structure to which the telephone reception assistance method by this invention is applied.   It is a block diagram which shows the network system structure to which the telephone reception assistance method by this invention is applied.   It is a flowchart which shows a telephone reception reception routine.   It is a basic diagram which selects a telephone other party.   It is a basic diagram which shows a telephone reception screen.   It is a flowchart which shows a background image registration routine.   It is a basic diagram which shows a category input screen.   It is a basic diagram which shows an image selection screen.   It is a basic diagram which shows an image registration screen.   It is a flowchart which shows an audio | voice registration routine.   It is a basic diagram which shows a category input screen.   It is a basic diagram which shows an audio | voice selection screen.   It is a basic diagram which shows an audio | voice registration screen.   It is a basic diagram which shows category space.

Explanation of symbols

  1 ... Telephone line, 2 ... Adapter, 3 ... Telephone line, 4 ... Telephone, 5 ... Display, 6 ... Speaker, 7 ... Computer, 8 ... Cable, 9 ... Telephone line, 10 ... ... Adapter, 11 ... Telephone line, 12 ... Telephone, 13 ... Display, 14 ... Speaker, 15 ... Client computer, 16 ... Cable, 17 ... Bus, 18 ... Router, 19 ... Bus, 20 ... Internet, 21 ... Bus, 22 ... Router, 23 ... Bus, 24 ... Host computer, 25 ... Keyboard, 26 ... Mouse, 27 ... Keyboard, 28 ... Mouse, 29 ... Partner Destination list display screen, 30 …… telephone reception screen, 31 …… category input screen, 32 …… image selection screen, 33 …… image registration screen, 34 …… category input screen, 35 …… voice択画 surface, 36 ...... voice registration screen

Claims (5)

  An adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device are connected to each other with a computer at the center. The telephone answering support device, the control device inputs the phone number of the called party through the adapter, and displays the destination information including the name and address for identifying the destination from the telephone number A means for pop-up display in the upper window, a search for an image file associated with helping to identify the other party, a means for displaying the image file as a background image of the window, and a means for helping to identify the other party For retrieving a recorded audio file and reproducing the audio file through a speaker Combine with, telephoning support method is characterized in that to smoothly Telephoning to facilitate authentication of the other party's telephone.   An adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device are connected to each other with a computer at the center. The telephone answering support device, the control device inputs the phone number of the called party through the adapter, and displays the destination information including the name and address for identifying the destination from the telephone number A means for pop-up display in the upper window and a classification category characterizing the other party are input, and an image file related to the classification category is searched on the category space and listed, which is useful for identifying the other party from the list. Select an image file with the keyboard or mouse to select the image file with the other party. Means for associating a telephone answering support method is characterized in that to combine the means for displaying the image file selected as the background image of the window, the telephone answering to facilitate authentication of the destination telephone smoothly.   An adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, and a computer as a control device are connected to each other with a computer at the center. The telephone answering support device, the control device inputs the phone number of the called party through the adapter, and displays the destination information including the name and address for identifying the destination from the telephone number A means for pop-up display in the upper window and a classification category that characterizes the other party are input, audio files related to the classification category are searched in the category space, and the destination is identified from the list. Select an audio file using the keyboard or mouse to select the audio file with the other party. Means for associating a selected audio file combine the means for played through the speakers, telephoning support method is characterized in that to smoothly Telephoning to facilitate authentication of the other party's telephone.   An adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, a client computer as a control device, a host computer as a database device, an adapter and a display A telephone answering support apparatus in which a speaker, a mouse, and a keyboard are connected to each other around a client computer, and a host computer and a client computer are connected to a network. This is useful for identifying the destination and the destination information including the means for transmitting the telephone number to the host computer and the name and address for identifying the destination from the telephone number received by the host computer. Means for returning an image file and an audio file associated with the client computer to the client computer, means for popping up the recipient information received by the client computer in a window on the display, and the received image file for the background image of the window A telephone answering support method characterized by facilitating authentication of a telephone partner and smoothing the telephone answering, having both means for displaying the voice file and means for reproducing the received audio file through a speaker.   An adapter as a signal converter in a telephone line, a display as a display device, a speaker as an audio output device, a keyboard and mouse as an input device, a client computer as a control device, a host computer as a database device, an adapter and a display A telephone answering support apparatus in which a speaker, a mouse, and a keyboard are connected to each other around a client computer, and a host computer and a client computer are connected to a network. Means for transmitting the telephone number to the host computer, means for returning the destination information including the name and address for identifying the destination from the telephone number received by the host computer, Means for popping up the destination information received by the remote computer in a window on the display, means for inputting a classification category characterizing the destination on the client computer, and transmitting the classification category to the host computer; Means for receiving the classification category, searching the category space for an image file related to the classification category, listing the image file and sending the list to a client computer; and a host computer receiving an audio file related to the classification category Means for searching in category space, listing up and transmitting the list to the client computer, and selecting an image file useful for identifying the other party from the list received by the client computer through the keyboard or mouse. Means for associating the destination with the audio file by selecting a voice file useful for identifying the destination from the list received by the client computer through a keyboard or a mouse; Means for transmitting the name of the image file to the host computer at the same time as displaying the image as the background image of the window, and means for transmitting the name of the sound file to the host computer at the same time that the client computer plays the sound file through a speaker. The telephone answering support method characterized by facilitating the authentication of the other party of the telephone and smoothing the telephone answering.

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