JP2019083470A - Call control program, call control device and call control method - Google Patents

Abstract

To provide a call control program, a call control device and a call control method capable of changing a piece of content information output while the call is on hold.SOLUTION: A call control device 100 is configured so as to, during a call between a first terminal 110 and a second terminal 120, receive a selection instruction 140 of a piece of content information from the first terminal 110. The call control device 100 is also configured so as to refer to a storage unit 101 storing multiple pieces of content information, and on the basis of the received selection instruction 140, to change the content information to be output to the first terminal 110 while the call between the first terminal 110 and the second terminal 120 is on hold and to output the changed content information 150 to the first terminal 110.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a call control program, a call control device, and a call control method.

  Conventionally, when a user calls a call center, the user may be kept waiting for the call center operator to respond to another call or to do something to search while talking with the user. . At this time, the call is put on hold, and a predetermined hold tone is output to the terminal of the user.

  In the prior art, when the received control data includes a calling number or a called number, when a holding operation is performed, a holding tone of a holding tone pattern stored in advance corresponding to the called number is transmitted. is there. In addition, there is one that acquires a caller ID on the caller side, and sends the held message information selected based on the customer information associated with the acquired caller number to the caller side. Also, the scale data generated from the scale data generation circuit is clipped to generate a sound close to that of a distorted electronic musical instrument, and the clipped scale data and the pseudo rhythm sound data generated from the pseudo rhythm sound data generation circuit are used. There is something to synthesize.

JP 11-341118 A JP 2003-319424 A Japanese Patent Laid-Open No. 2000-075863

  However, in the prior art, the user waits while listening to a predetermined holding tone while the call is on hold. For this reason, the user may be stressed while holding a call, for example, being bored with the holding sound and being bored when waiting for a long time or feeling uncomfortable if the user does not like the holding sound. .

  In one aspect, the present invention aims to provide a call control program, a call control device, and a call control method that make it possible to change content information output while a call is on hold.

  In one embodiment, during a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal, and a plurality of content information are stored. Content information output to the first terminal while the call between the first terminal and the second terminal is on hold based on the received selection instruction with reference to the first storage unit A call control program, a call control device and a call control method are proposed to change

  In one aspect, the present invention can make it possible to change the content information output while the call is on hold.

FIG. 1 is a diagram showing an example of the call control method according to the embodiment. FIG. 2 is a diagram showing an example of the call control system 200. As shown in FIG. FIG. 3 is a block diagram showing an example of the hardware configuration of the call control device 100. As shown in FIG. FIG. 4 is a block diagram showing an example of the hardware configuration of the user terminal 210. As shown in FIG. FIG. 5 is a view showing an example of the storage content of the customer information DB 201. As shown in FIG. FIG. 6 is a diagram showing an example of the storage content of the music information DB 202. As shown in FIG. FIG. 7 is a block diagram showing an example of a functional configuration of the call control device 100. As shown in FIG. FIG. 8 is a diagram showing an example of selection of an initial holding tone by the call control device 100 and a change of holding tone. FIG. 9 is a diagram showing another example of the selection of the initial holding tone by the call control device 100 and the change of the holding tone. FIG. 10 is a sequence diagram showing an example of processing performed in the call control system 200. As shown in FIG. FIG. 11 is a flowchart illustrating an example of processing performed by the call control device 100. FIG. 12 is a flowchart showing an example of the initial holding tone selection process.

  Hereinafter, embodiments of a call control program, a call control device, and a call control method according to the present invention will be described in detail with reference to the drawings.

Embodiment
FIG. 1 is a diagram showing an example of the call control method according to the embodiment. In FIG. 1, the call control device 100 is a computer that changes the content information to be output to the first terminal 110 while the call between the first terminal 110 and the second terminal 120 is on hold. For example, the call control device 100 is a server connected to the first terminal 110 or the second terminal 120 via the exchange 130.

  The first terminal 110 is a computer used by the user U. The user U is, for example, a user (customer) of a certain call center. The first terminal 110 has a call function of bidirectionally transmitting voice or a moving image including voice and video between itself and another terminal. Also, the call function may be a function of transmitting characters and images bi-directionally between the own terminal and another terminal. In the following, the state in which voices, moving pictures, characters, or images are bidirectionally transmitted between terminals may be referred to as "call state". In addition, in the following, the state of being in a call may be described as "in a call".

  The first terminal 110 also has an input device for receiving an operation input from the user U. The input device is a touch panel type input pad, a ten-key pad, an operation button provided corresponding to a specific operation, a keyboard, a pointing device, a microphone, and the like. For example, the first terminal 110 is a smartphone, a telephone, a PC (Personal Computer), a tablet PC, or the like connected with the call control device 100 or the second terminal 120 via the exchange 130.

  The second terminal 120 is a computer used by the operator O. The operator O is, for example, an operator of a call center that performs a telephone service to the user U. Similar to the first terminal 110, the second terminal 120 also has a call function and an input device for receiving an operation input from the operator O. For example, the second terminal 120 is a smartphone, a telephone, a PC, a tablet PC, or the like connected with the call control device 100 or the first terminal 110 via the exchange 130.

  The exchange 130 receives the first terminal 110 and the second terminal in response to a call from the first terminal 110 for calling the second terminal 120 or a call from the second terminal 120 for calling the first terminal 110. Connect with 120. For example, the exchange 130 is a private branch exchange (PBX) or an internet protocol (IP) -PBX of a call center that performs a telephone service to the user U.

  In the example of FIG. 1, the first terminal 110 makes a call for calling the second terminal 120 in response to the operation input of the user U, and the second terminal 120 which has received an incoming call receives a predetermined call operation from the operator O The first terminal 110 and the second terminal 120 are in a call state. Similarly, when the second terminal 120 makes a call for calling the first terminal 110 in response to the operation input of the operator O, and the first terminal 110 that receives the call accepts a predetermined call operation from the user U. The first terminal 110 and the second terminal 120 are in a call state.

  The user U and the operator O can have a conversation via the first terminal 110 and the second terminal 120 which are in a call state. By the way, the operator O may investigate during a conversation with the user U, that is, during a call between the first terminal 110 and the second terminal 120. In such a case, the operator O performs a predetermined hold operation on the second terminal 120 to place the call between the first terminal 110 and the second terminal 120 on hold. In the following, the state of being on hold may be referred to as "on hold". The operator O, for example, puts the call between the first terminal 110 and the second terminal 120 on hold while making a check.

  In addition, the operator O may transfer a call with the user U to another operator of the call center and have the other operator take over the user U's response. In such a case, the operator O performs a predetermined transfer operation on the second terminal 120 to put the call between the first terminal 110 and the second terminal 120 on hold, and the operator's terminal and A transfer state for connecting to one terminal 110 is set. In this case, the call with the first terminal 110 is put on hold until the switching operator performs a predetermined call operation on the terminal of the switching operator.

  In an existing call center, for example, a hold tone predetermined at the call center side is output to the first terminal 110 placed on hold. In this case, the user U waits for the holding state to be released while listening to the holding sound predetermined by the call center side output to the first terminal 110. However, in this case, if the period of being put on hold is prolonged, the call center side output to the first terminal 110 of the user U may get bored with a predetermined holding tone and become bored. Also, in this case, the user U may feel uncomfortable if the user U does not like the holding sound previously determined by the call center side output to the first terminal 110. For this reason, the stress of the user U may increase while being put on hold. As a result, the user U's impression of the operator O placed on hold may deteriorate, and the customer satisfaction of the user U with the call center may be reduced.

  Also, for example, when the call with the first terminal 110 is put on hold, the hold sound according to the attribute of the user U is referred to with reference to the customer information of the user U stored in association with the telephone number of the first terminal 110. May be output to the first terminal 110. However, also in this case, if the period of being put on hold is prolonged, the user U may get bored with the holding sound output to the first terminal 110 and get bored. Therefore, also in this case, the stress of the user U increases while being put on hold, the user U's impression on the operator O put on hold is deteriorated, and the customer satisfaction of the user U on the call center is lowered. Sometimes.

  Therefore, in the call control method according to the embodiment, the call control apparatus 100 changes the content to be output to the first terminal 110 while the call is on hold, in response to the selection instruction from the first terminal 110 on which the call is on hold. to enable. Thereby, in the call control method of the embodiment, the stress caused by holding the call of the user U of the first terminal 110 holding the call is alleviated.

  Hereinafter, an example of the call control method according to the embodiment will be described.

  In the call control method of the embodiment, as shown in FIG. 1, a storage unit 101 is provided. The storage unit 101 stores a plurality of pieces of content information. For example, content information is music data for outputting a predetermined music, or moving image data for outputting a predetermined moving image. Also, the content information may be audio data for outputting a predetermined audio. The predetermined sound may be a sound for reading news, a sound of sports broadcasting, or a sound obtained from a television program or a radio program. Also, the predetermined voice may be a voice of guidance described later. Furthermore, the content information may be game data or the like for outputting a video game.

  In addition, the storage unit 101 may store a plurality of pieces of content information in association with the operation content of the selection operation corresponding to each piece of content information. In the example of FIG. 1, the storage unit 101 stores content information # 1 in association with “1” as operation content of selection operation, and associates content information # 2 with “2” as operation content of selection operation. I remember. The operation content “1” of the selection operation indicates, for example, the operation of the key “1”. Further, the operation content "2" of the selection operation indicates, for example, the operation of the key "2". The storage unit 101 may be provided in the call control device 100 or may be provided in another device to which the call control device 100 can access.

  (1) The call control device 100 receives a content information selection instruction 140 from the first terminal 110 during a call between the first terminal 110 and the second terminal 120. The selection instruction 140 is, for example, information indicating the operation content of the selection operation of the content information performed by the user U on the first terminal 110.

  For example, in the case of the example of FIG. 1, the user U operates the “2” key in the first terminal 110 as the selection operation of the content information. For this reason, in the case of the example of FIG. 1, the selection instruction 140 is information indicating that the key “2” is operated, for example. Further, the selection instruction 140 may be information indicating the content information selected by the user U.

  For example, as shown in FIG. 1, the call control device 100 receives the selection instruction 140 while the call between the first terminal 110 and the second terminal 120 is on hold. In addition, call control apparatus 100 selects instruction 140 at an arbitrary timing during a call between first terminal 110 and second terminal 120, for example, immediately after a call between first terminal 110 and second terminal 120 is started. (See dotted line in FIG. 1).

  (2) Referring to the storage unit 101, the call control device 100 refers to the first terminal 110 while the call between the first terminal 110 and the second terminal 120 is on hold based on the selection instruction 140 received from the first terminal 110. The content information to be output to 110 is changed. Then, the call control device 100 outputs the changed content information 150 to the first terminal 110. For example, the call control device 100 outputs the changed content information 150 to the first terminal 110 via the exchange 130.

  In the example of FIG. 1, the call control device 100 receives a selection instruction 140 indicating that the key “2” has been operated. Therefore, for example, the call control device 100 changes the content information # 2 corresponding to the operation content "2" of the selection operation with reference to the storage unit 101. Then, the call control device 100 outputs the content information # 2 to the first terminal 110 as the content information 150 after the change.

  As described above, according to the call control device 100, in response to the selection instruction from the first terminal 110 on which the call is put on hold, while the call between the first terminal 110 and the second terminal 120 is put on hold on the first terminal 110. Content information to be output can be changed. Therefore, the user U can switch the content information output to the first terminal 110 to the preferred content information while the call between the first terminal 110 and the second terminal 120 is on hold.

  For example, in the case of the example of FIG. 1, if the content information # 2 selected by the user U is music data of a predetermined music, the user U can wait until the hold state is released while listening to the music . Further, in the case of the example of FIG. 1, if the content information # 2 selected by the user U is moving image data of a predetermined moving image, the user U waits until the holding state is released while watching the moving image. Can. Further, in the case of the example of FIG. 1, if the content information # 2 selected by the user U is game data of a predetermined video game, the user U waits until the holding state is released while playing in the video game. Can.

  From the above, the call control apparatus 100 can prevent the user U from being bored while on hold. In addition, the call control device 100 can prevent the user U from continuing outputting the content information that the user U does not like while the user U is on hold. Therefore, the call control apparatus 100 can alleviate the stress caused by the user U holding the call. Then, for example, even if the operator O holds the call with the first terminal 110, the call control device 100 prevents the deterioration of the mentality of the user U with respect to the operator O, and the customer satisfaction with the call center of the user U decreases. Can be prevented.

  Hereinafter, an example of a call control system formed including the call control apparatus 100 will be described. In the following, an example will be described in which the content information output from the call control device 100 is music data for outputting a predetermined music.

(An example of the call control system 200)
FIG. 2 is a diagram showing an example of the call control system 200. As shown in FIG. In FIG. 2, the call control system 200 includes a call control apparatus 100, a user terminal 210, operator terminals 220-1 to 220-n (n is a natural number of 2 or more), and a telephone exchange 230. .

  The call control apparatus 100, the user terminal 210, and the telephone exchange 230 are connected via a wired or wireless first network 250. The first network 250 is, for example, the Internet, a public telephone network, a mobile communication network, a wide area network (WAN), or the like.

  The operator terminals 220-1 to 220-n and the telephone exchange 230 are connected via a wired or wireless second network 260. The second network 260 is, for example, a local area network (LAN), a local telephone network, Wi-fi (registered trademark), or the like.

  In the example of FIG. 2, the call control device 100 includes a customer information DB (database) 201 and a music information DB 202. The customer information DB 201 stores customer information in which identification information of a terminal is associated with attribute information of a user (customer) of the terminal. The identification information of the terminal is information that can uniquely identify the terminal, and is, for example, information indicating the telephone number of the terminal. The attribute information of the user is information indicating the feature of the user, for example, information indicating the age and gender of the user. An example of the customer information DB 201 will be described later with reference to FIG.

  The music information DB 202 stores a plurality of music data. For example, music data stored in the music information DB 202 is music data for outputting a part including a chorus portion of a predetermined music. As a result, the call control apparatus 100 can listen to the representative part of the predetermined music to the user who has put the call on hold within the limited period of holding.

  Also, for example, the music data stored in the music information DB 202 may be music data for outputting a predetermined music box-like music. In this way, the call control apparatus 100 can listen to a user who has a call on hold for a predetermined music that the user does not feel "noisy".

  In addition, for example, the music information DB 202 associates and stores user's attribute information for each of the plurality of music data. Furthermore, for example, the music information DB 202 stores, for each of the plurality of pieces of music data, a score representing the frequency of output to the terminal. An example of the music information DB 202 will be described later with reference to FIG.

  The user side terminal 210 is a terminal used by a user who is a customer of a call center, for example, and has an input device (see FIG. 4) for receiving an operation input from the user. Therefore, the user who uses the user terminal 210 can select music data to be output to the user terminal 210 by performing a predetermined operation on the input device of the user terminal 210. It is. The user terminal 210 is an example of the first terminal 110 shown in FIG.

  The operator terminals 220-1 to 220-n are, for example, terminals used by an operator of a call center, and have an input device (not shown) for receiving an operation input from the operator. Hereinafter, an arbitrary operator terminal among the operator terminals 220-1 to 220-n may be described as "operator terminal 220-i".

  The operator who uses the operator terminal 220-i holds the call between the user terminal 210 and the operator terminal 220-i by holding a predetermined operation on the input device of the operator terminal 220-i. It is possible to perform the operation. In addition, the operator using the operator terminal 220-i holds the call between the user terminal 210 and the operator terminal 220-i by performing a predetermined operation on the input device of the operator terminal 220-i. It is possible to perform a hold release operation to release the state. The operator terminals 220-1 to 220-n are examples of the second terminal 120 shown in FIG.

  The telephone exchange 230 connects the telephone lines of the user side terminal 210 and the operator side terminal 220-i in response to a call made by the user side terminal 210 for calling the operator side terminal 220-i. In addition, the telephone exchange 230 connects the telephone lines of the user terminal 210 and the operator terminal 220-i in response to a call made by the operator terminal 220-i to make a call with the user terminal 210. .

  In addition, the telephone exchange 230 may be able to transfer a call with the user terminal 210 from one operator terminal to another operator terminal among the operator terminals 220-1 to 220-n. The telephone exchange 230 is an example of the exchange 130 shown in FIG.

(An example of the hardware configuration of the call control device 100)
FIG. 3 is a block diagram showing an example of the hardware configuration of the call control device 100. As shown in FIG. In FIG. 3, the call control device 100 includes a central processing unit (CPU) 301, a memory 302, an interface (I / F) 303, a disk drive 304, and a disk 305. Also, each component is connected by a bus 300.

  Here, the CPU 301 is in charge of overall control of the call control device 100. The memory 302 includes, for example, a read only memory (ROM), a random access memory (RAM), and a flash ROM. Specifically, for example, a flash ROM or a ROM stores various programs, and a RAM is used as a work area of the CPU 301. The program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute coded processing.

  The I / F 303 is connected to the first network 250 through a communication line, and is connected to another computer (for example, the user terminal 210 or the telephone exchange 230) via the first network 250. The I / F 303 controls the internal interface with the first network 250, and controls input / output of data from other computers. For example, a modem or a LAN adapter can be adopted as the I / F 303.

  The disk drive 304 controls the reading / writing of the data with respect to the disk 305 according to control of CPU301. The disk 305 stores data written under control of the disk drive 304. Examples of the disk 305 include a magnetic disk and an optical disk.

  The call control device 100 may have, for example, a solid state drive (SSD), a keyboard, a mouse, a display, and the like in addition to the components described above. The storage unit 101 illustrated in FIG. 1 is realized by, for example, the memory 302 or the disk 305.

(An example of the hardware configuration of the user side terminal 210)
FIG. 4 is a block diagram showing an example of the hardware configuration of the user terminal 210. As shown in FIG. In FIG. 4, the user terminal 210 has a CPU 401, a memory 402, a disk drive 403, a disk 404, an I / F 405, a display 406, and an input device 407. Each component is connected by a bus 400.

  Here, the CPU 401 controls the entire control of the user terminal 210. The memory 402 includes, for example, a ROM, a RAM, and a flash ROM. Specifically, for example, a flash ROM or a ROM stores various programs, and a RAM is used as a work area of the CPU 401. The program stored in the memory 402 is loaded into the CPU 401 to cause the CPU 401 to execute coded processing.

  The disk drive 403 controls the reading / writing of the data with respect to the disk 404 according to control of CPU401. The disk 404 stores data written under control of the disk drive 403. Examples of the disk 404 include a magnetic disk and an optical disk.

  The I / F 405 is connected to the first network 250 through a communication line, and is connected to another device (for example, the call control device 100 or the telephone exchange 230) via the first network 250. Then, the I / F 405 controls the interface between the first network 250 and the inside of its own device, and controls the input / output of data from other devices.

  The display 406 displays data such as a cursor, an icon or a toolbox, a document, an image, function information and the like. As the display 406, for example, a liquid crystal display, a CRT (Cathode Ray Tube), or the like can be employed.

  The input device 407 has keys for inputting characters, numbers, various instructions, etc., and performs data input. The input device 407 may be a keyboard, a mouse, or the like, or may be a touch panel input pad, a numeric keypad, or the like. The user terminal 210 may have, for example, an SSD or the like in addition to the components described above. Further, the user terminal 210 may not have, for example, the disk drive 403 and the disk 404 among the components described above.

(Memory contents of various DBs 201 and 202)
Below, an example of the memory content of various DB201, 202 which the call control apparatus 100 has is demonstrated. The various DBs 201 and 202 are realized by, for example, storage devices such as the memory 302 and the disk 305 illustrated in FIG. 3.

(An example of the storage content of the customer information DB 201)
FIG. 5 is a view showing an example of the storage content of the customer information DB 201. As shown in FIG. In FIG. 5, the customer information DB 201 has fields of a telephone number, a name, a gender, and an age. And customer information DB201 memorizes customer information (for example, customer information 500-1) which matched information set up to each field as a record.

  In the field of the telephone number of the customer information DB 201, information indicating the telephone number of the terminal is set. The information indicating the telephone number of the terminal is an example of identification information of the terminal. The identification information of the terminal may be information that can uniquely identify the terminal, and is not limited to the information indicating the telephone number of the terminal, and may be, for example, information indicating the manufacturing number of the terminal.

  In the field of the name of the customer information DB 201, information indicating the name of the user of the terminal is set. In the field of gender of the customer information DB 201, information indicating the gender of the user of the terminal is set. For example, in the field of gender of the customer information DB 201, information indicating whether it is male or female is set.

  In the field of the age of the customer information DB 201, information indicating the age of the user of the terminal is set. For example, in the field of the age of the customer information DB 201, information indicating the age group of the user of the terminal is set such as "20's" or "30's". Here, the information set in the field of the age of the customer information DB 201 is the information indicating the age group, but it is not limited thereto. The information set in the field of the age of the customer information DB 201 may be information indicating an age such as “25 years old” or “36 years old”, for example.

  In the example of FIG. 5, in the customer information 500-1, the name of the user of the terminal of the telephone number "090-1234-5678" is "Yamada A man", the gender of the user is "male", and the user Indicates that their age is "20s". Each customer information in the customer information DB 201 is stored in advance in the customer information DB 201, for example, according to the input operation of the manufacturer of the call control device 100, the employee of the call center using the call control device 100, or the user of each terminal. Be done.

(An example of the storage content of the music information DB 202)
FIG. 6 is a diagram showing an example of the storage content of the music information DB 202. As shown in FIG. In FIG. 6, the music information DB 202 has fields of age, gender, ranking, song name, and score. And music information DB202 memorize | stores the music information (for example, music information 600-1) which matched the information set to each field as a record.

  In the field of the age of the music information DB 202, information indicating the age of the user of the terminal is set. For example, in the field of the age of the music information DB 202, information indicating an age group is set such as "20's" or "30's", as in the field of the age of the customer information DB 201. Further, in the field of the age of the music information DB 202, similarly to the field of the age of the customer information DB 201, information indicating an age such as "25 years old" or "36 years old" may be set.

  In the field of gender of the music information DB 202, information indicating the gender of the user of the terminal is set. For example, in the gender field of the music information DB 202, information indicating whether male or female is set. In the field of the ranking of the music information DB 202, information indicating the result of ranking for each user attribute information stored in the music information DB 202 is set by the score stored in the music information DB 202. For example, in the field of the ranking of the music information DB 202, information indicating the result of ranking by the score for each combination of the user's age and sex stored in the music information DB 202 is set.

  In the field of the score of the music information DB 202, a score representing the frequency of output to the terminal is set. Although the score will be described later, for example, when a piece of music data is selected by the user and continuously output for a predetermined time or more, a predetermined value (for example, "1") is added to the score corresponding to the music data. It is supposed to be. Therefore, the score of each music data in the music information DB 202 represents, for example, the frequency with which each music data is selected by the user of the terminal. In other words, the score indicates, for example, the popularity of each piece of music data at the terminal user.

  In the field of the music title of the music information DB 202, information indicating the music title is set. The information indicating the music title is an example of identification information of music data. Here, the identification information of the music data is the information indicating the music title, but the present invention is not limited to this. The identification information of music data should just be information which can specify music data uniquely.

  In the example shown in FIG. 6, the music information 600-1 indicates that the age of the user associated with the music data of the music title "music A" is "twenties" and the sex is "male". It shows. Also, the music information 600-1 indicates that the score of the music data of the music title "music A" is "105". The music information 600-1 indicates that the result of ranking by the score of each piece of music information corresponding to the “20's” and “male” attribute information is “1st place”.

  In addition, although the example which provided one score with respect to each music data in music information DB202 was shown in FIG. 6, it does not restrict to this. For example, in the music information DB 202, a score corresponding to each combination of the user's age and gender may be provided for each piece of music data. Specifically, for example, in the music information DB 202, "20's" and "male", "20's" and "female", "30's" and "male", "30's" for each music data And a different score may be provided for each combination of "female".

  Also, each piece of music information in the music information DB 202 is stored in advance in the music information DB 202 by, for example, a manufacturer of the call control device 100 or an employee of a call center using the call control device 100. Further, for example, the score and ranking of each piece of music information in the music information DB 202 are updated by the call control device 100 at a predetermined timing.

(Functional configuration of call control device 100)
FIG. 7 is a block diagram showing an example of a functional configuration of the call control device 100. As shown in FIG. In FIG. 7, the call control device 100 includes a storage unit 101, a reception unit 701, a change unit 702, an output unit 703, a search unit 704, a specification unit 705, a detection unit 706, and an update unit 707.

  The reception unit 701 to the update unit 707 are functional units serving as a control unit, and for example, when the CPU 301 shown in FIG. 3 executes a program stored in the memory 302, the disk 305 or the like, or by the I / F 303. To realize the function. In addition, the processing result of each functional unit is stored, for example, in a storage device such as the memory 302 or the disk 305.

  The storage unit 101 stores a plurality of pieces of content information. The content information is, for example, music data as described above. In addition, the storage unit 101 may store the attribute information of the user of the terminal for each of the plurality of pieces of content information. Here, the terminal includes, for example, the user terminal 210. The attribute information of the user is, for example, information indicating the age and gender of the user.

  In addition, the storage unit 101 may store, for each of the plurality of pieces of content information, a score representing the frequency of output to the terminal. The score may represent, for example, the number of times each piece of content information has been output to the terminal. Also, the score may represent the number of times each content information is output by being selected by the user of the terminal.

  Furthermore, the score may be the number of times the content information is continuously output for a predetermined time (for example, 3 seconds) or more among the number of times the content information is output by being selected by the user of the terminal. In addition, the score is not limited to the number of times, and may increase or decrease according to the output time when each content information is output to the terminal.

  In the present embodiment, the content information after the change is continuously output for a predetermined time (for example, 3 seconds) or more while the call between the user terminal 210 and the operator terminal 220-i is on hold. A predetermined value is added to the score of. For example, the storage unit 101 stores the music information DB 202 shown in FIG.

  In addition, the storage unit 101 may store identification information of a terminal and attribute information of a user of the terminal in association with each other. The identification information of the terminal is, for example, information indicating the telephone number of the terminal. For example, the storage unit 101 stores the customer information DB 201 illustrated in FIG.

  The reception unit 701 receives an instruction to select content information from the user terminal 210 during a call between the user terminal 210 and the operator terminal 220-i. For example, the reception unit 701 receives the selection instruction transmitted from the user terminal 210 to the call control apparatus 100 via the telephone exchange 230 or the first network 250. The selection instruction may be information indicating the operation content of the selection operation performed by the user of the user terminal 210 with respect to the user terminal 210, or information indicating content information selected by the user of the user terminal 210. It may be

  Further, the reception unit 701 may receive the selection instruction while the call between the user terminal 210 and the operator terminal 220-i is on hold. For example, the receiving unit 701 can receive a selection instruction when these calls are on hold by receiving detection results from the detection unit 706 described later. In addition, the receiving unit 701 may receive an instruction to select one of the plurality of pieces of content information specified by the specifying unit 705 described later.

  In addition to the selection instruction, the reception unit 701 may receive the connection notification, the hold start information, the hold release information, and the like transmitted to the call control apparatus 100. The connection notification is, for example, information indicating that the user terminal 210 and the operator terminal 220-i are in a call. For example, the connection notification is transmitted from the telephone exchange 230 to the call control apparatus 100 in response to the user terminal 210 and the operator terminal 220-i entering a call state (see step S1003 in FIG. 10). .

  The hold start information is, for example, information indicating that a call between the user terminal 210 and the operator terminal 220-i has been put on hold. For example, the hold start information is transmitted from the telephone exchange 230 to the call control apparatus 100 in response to the call between the user terminal 210 and the operator terminal 220-i being put on hold (step in FIG. 10). See S1005).

  The hold release information is, for example, information indicating that the hold state in the call state between the user terminal 210 and the operator terminal 220-i is released. For example, the hold release information is transmitted from the telephone exchange 230 to the call control apparatus 100 in response to the release of the hold state in the call between the user terminal 210 and the operator terminal 220-i (FIG. 10). Step S1013).

  Each piece of information received by the reception unit 701 includes, for example, identification information of the user terminal 210 (for example, information indicating the telephone number of the user terminal 210). Therefore, for example, the receiving unit 701 can associate the received pieces of information with the identification information of the user terminal 210.

  The change unit 702 refers to the storage unit 101 and, based on the selection instruction received by the reception unit 701, transmits the user terminal 210 to the user terminal 210 while the call between the user terminal 210 and the operator terminal 220-i is on hold. Change the content information to be output. For example, the changing unit 702 changes the content information corresponding to the received selection instruction among the plurality of pieces of content information specified by the specifying unit 705.

  Specifically, for example, the plurality of pieces of content information identified by the identifying unit 705 are stored in a state where the operation content of the selection operation corresponding to each piece of content information is associated. Then, the changing unit 702 changes the content information corresponding to the operation content of the selection operation indicated by the selection instruction accepted by the accepting unit 701 among the plurality of pieces of content information identified by the identifying unit 705. When the selection instruction is information indicating content information, the changing unit 702 may change the content information to the content information indicated by the selection instruction received by the receiving unit 701.

  The output unit 703 outputs the content information to the user terminal 210. For example, the output unit 703 outputs the content information to the user terminal 210 via the first network 250 and the telephone exchange 230. The output unit 703 may output the content information as it is, or may output the reproduced content information by streaming. For example, the output unit 703 outputs the changed content information changed by the changing unit 702.

  Also, for example, the output unit 703 may output any one of the plurality of pieces of content information identified by the identification unit 705. Also, in this case, the output unit 703 outputs the content information in response to the detection unit 706 detecting that the call between the user terminal 210 and the operator terminal 220-i has been put on hold. May be

  Furthermore, for example, the output unit 703 may output guidance information for guiding an operation content for selecting content information. Also, in this case, the output unit 703 outputs the guidance information in response to the detection unit 706 detecting that the call between the user terminal 210 and the operator terminal 220-i has been put on hold. May be

  The search unit 704 refers to the storage unit 101 to search for attribute information of the user of the user terminal 210. For example, the search unit 704 searches the customer information DB 201 for attribute information of the user of the user terminal 210 using the telephone number of the user terminal 210 as a search keyword. For example, the search unit 704 can obtain information indicating the telephone number of the user terminal 210 from the connection notification and the hold start information received by the reception unit 701.

  The identifying unit 705 refers to the storage unit 101 to identify a plurality of pieces of content information corresponding to the attribute information of the user of the user terminal 210 searched by the searching unit 704. For example, it is assumed that the attribute information of the user of the user-side terminal 210 searched by the search unit 704 is “20s” and “male”. In this case, the specifying unit 705 refers to the music information DB 202, and music data of "music A", "music B", "music C", and "music D" corresponding to "20's" and "male" Are identified as music data of output candidates to the user terminal 210.

  The identifying unit 705 may identify the plurality of pieces of content information based on the scores of the plurality of pieces of content information with reference to the storage unit 101. For example, the identifying unit 705 refers to the music information DB 202, and ranks a plurality of music data ranked high based on the score corresponding to each music data as the music candidate of the output candidate to the user-side terminal 210 Identify as data.

  The detection unit 706 detects that the call between the user terminal 210 and the operator terminal 220-i is on hold. For example, after the receiving unit 701 receives the holding start information, the detecting unit 706 holds a call between the user terminal 210 and the operator terminal 220-i while the receiving unit 701 receives the hold cancellation information. Detect when there is.

  The update unit 707 updates the score of each piece of content information stored in the storage unit 101. For example, if the updated content information is continuously output for a predetermined time or more while the call between the user terminal 210 and the operator terminal 220-i is on hold, the updating unit 707 determines the score of the content information. Add "1".

  Further, the updating unit 707 adds “1” to the score of the content information after the changed content information is continuously output for 3 seconds, and then the content is continuously output for 3 seconds after that. You may add "5" to the score of information. In addition, the updating unit 707 may reset the score of each content information to, for example, “0” at predetermined intervals. The manufacturer of the call control device 100 or a call center employee who uses the call control device 100 may arbitrarily set the predetermined period, and may be, for example, one week or one month.

(Example of selection of initial holding tone by call control device 100 and change of holding tone)
FIG. 8 is a diagram showing an example of selection of an initial holding tone by the call control device 100 and a change of holding tone. The example shown in FIG. 8 is an example in the case where the telephone number of the user terminal 210 in communication with the operator terminal 220-i is “090-1234-5678”.

  In the case of the example shown in FIG. 8, for example, when the detection unit 706 detects that the call between the user terminal 210 and the operator terminal 220-i has been put on hold, the search unit 704 selects the telephone number “090”. Let "-1234-5678" be a search keyword. Then, the search unit 704 searches for the user's attribute information using the telephone number “090-1234-5678” as the search keyword (step S801). Thereby, in the case of the example shown in FIG. 8, the customer information 500-1 including the telephone number "090-1234-5678" is searched. For this reason, the search unit 704 can obtain information indicating gender "male" and age "20" as the attribute information of the search result user. Then, the search unit 704 outputs information indicating the search result to the identification unit 705.

  The identifying unit 705 searches the music data using the search result received from the searching unit 704, that is, the gender "male" and the age "20" as search keywords with reference to the music information DB 202 (step S802). Thereby, in the case of the example shown in FIG. 8, the music information 600-1 to 600-4 including the sex "male" and the age "20's" is searched. Therefore, the specifying unit 705 specifies the music data corresponding to the searched music information 600-1 to 600-4 as the music data of the output candidate to the user side terminal 210. That is, in the example shown in FIG. 8, the specifying unit 705 specifies the music data of “music A” to “music D” as music data of output candidates to the user terminal 210. Then, the identification unit 705 outputs information indicating the identification result to the output unit 703.

  The output unit 703 selects, from the music data specified by the specifying unit 705, the music data of the music to be the initial holding sound (step S803). For example, the output unit 703 compares the rankings of the music data specified by the specifying unit 705, and selects the music data with the highest ranking as the music data whose initial holding sound is to be held. Thereby, in the case of the example shown in FIG. 8, the music data of "the music A" is selected as music data of an initial holding sound.

  Further, when receiving the identification result from the identification unit 705, the output unit 703 generates guidance information based on the music data identified by the identification unit 705. When generating the guidance information, the output unit 703 receives, for example, music data selected from the music data specified by the specifying unit 705 except the music data selected as the music data of the initial holding sound, to receive the selection operation. Set as data. Then, the output unit 703 associates the operation content of the selection operation with each of the music data set as music data for receiving the selection operation.

  In the case of the example shown in FIG. 8, the music data of “music B” is associated with the operation of the key “1” as the operation content of the selection operation. Further, in the case of the example shown in FIG. 8, the music data of “music C” is associated with the operation of the “2” key as the operation content of the selection operation. And in the case of the example shown in FIG. 8, the operation of the key of "3" is associated with the music data of "music D" as the operation content of the selection operation.

  Then, the output unit 703 generates, by voice synthesis, guidance information for guiding the respective music data and the operation content of the selection operation corresponding to the music data by voice. By this, in case of the example shown in FIG. 8, it is possible to change to the music B by pressing “1”. You can change to song C by pressing "2". You can change to song D by pressing "3". Guidance information representing a voice such as

  Therefore, in the case of the example illustrated in FIG. 8, when the call between the user terminal 210 and the operator terminal 220-i is put on hold, the output unit 703 first selects “music A as the initial holding sound in step S 803. Music data is output to the user terminal 210. Furthermore, the output unit 703 outputs the guidance information generated in step S 803 to the user terminal 210. As a result, the user of the user terminal 210 can hear “music A” and the guidance information generated in step S 803 via the user terminal 210.

  The output unit 703 may perform control so that the volume of the initial holding sound output simultaneously with the guidance by the guidance information is reduced in order to make the guidance by the guidance information easier for the user to hear. For example, in this case, the output unit 703 instructs the telephone exchange 230 to reduce the volume of the initial holding tone output simultaneously with the guidance by the guidance information.

  Thereafter, when a call between the user terminal 210 and the operator terminal 220-i is on hold, it is assumed that the user of the user terminal 210 performs a selection operation of operating the key 800 indicating “2”. In this case, a selection instruction indicating that the key indicating “2” is operated is transmitted to the call control device 100, and the call control device 100 receives the selection instruction from the reception unit 701. Reception unit 701 outputs the received selection instruction to change unit 702.

  The changing unit 702 responds to the received selection instruction with reference to the selection instruction received from the reception unit 701, the respective music data associated with step S803, and the operation content of the selection operation corresponding to the music data. Identify the music data to be In the case of the example shown in FIG. 8, thereby, the music data of “music C” corresponding to the operation of the “2” key is specified. Then, the changing unit 702 changes the music data to be output to the user terminal 210 to the specified music data (step S804). Then, the changing unit 702 outputs information indicating the changed music data to the output unit 703.

  The output unit 703 outputs the music data changed by the changing unit 702 to the user terminal 210. Thus, in the case of the example shown in FIG. 8, the user of the user terminal 210 can listen to “music C” via the user terminal 210. That is, in the case of the example shown in FIG. 8, the user of the user terminal 210 sets the holding sound when the call between the user terminal 210 and the operator terminal 220-i is on hold from “Song A” to “Song C It can be changed to

  In the example illustrated in FIG. 8, “music B” to “music D” excluding “music A” which is regarded as an initial holding sound among “music A” to “music D” specified by the identification unit 705 Although the example which made it changeable to was demonstrated, it does not restrict to this. For example, it may be possible to change to "music A" to "music D" specified by the specifying unit 705. Further, in this case, the operation content of the selection operation corresponding to each of the music data of “music A” to “music D” may be the operation content corresponding to the ranking corresponding to each music data. That is, for example, in this case, the operation contents of the selection operation for selecting the “Song A” of the ranking “1st place” are the key operation of “1” and the operation of the selection operation for selecting the “Song B” of the ranking “2nd place” The content may be a key operation of "2". Similarly, for example, in this case, the operation content of the selection operation for selecting the "Song C" of the ranking "3rd place" is the key operation of "3" and of the selection operation for selecting the "Song D" of the ranking "4th place" The operation content may be a key operation of "4".

  Further, in the example shown in FIG. 8, the output unit 703 generates the guidance information, but the present invention is not limited to this. For example, guidance information corresponding to each combination of the user's age and gender may be stored in the storage unit 101 in advance. Then, for example, when it is possible to change to “music A” to “music D” as described above, the output unit 703 selects guidance information corresponding to “twenties” and “male” among the guidance information stored in advance. May be output. An example of this guidance information is: "The popularity ranking of men in their twenties, those who want to hear the first song" 1 ", those who want to hear the second song" 2 ", they want to hear the third song If you want to listen to the song of the fourth place, please press "4".

  FIG. 9 is a diagram showing another example of the selection of the initial holding tone by the call control device 100 and the change of the holding tone. Similarly to the example shown in FIG. 8, the example shown in FIG. 9 is an example in which the telephone numbers of the operator side terminal 220-i and the user side terminal 210 in a call are “090-1234-5678”. The example shown in FIG. 9 is different from the example shown in FIG. 8 in the music data specified by the specifying unit 705. That is, the specifying unit 705 may specify a plurality of music data as shown in FIG. 9 below. In the description of FIG. 9, the description of the same parts as the description of FIG. 8 will be omitted as appropriate.

  In the example of FIG. 9, when the identification unit 705 receives the search result from the search unit 704, the specification unit 705 refers to the music information DB 202 to search the music data using the search result from the search unit 704, that is, gender "male" as a search keyword. (Step S902). Further, at this time, the specifying unit 705 searches for music data by using the ranking “1st place” as a search keyword.

  Thereby, in the case of the example shown in FIG. 9, the music information 600-1, 600-5, 600-6, 600-7 including the sex "male" and the ranking "first place" is searched. Therefore, the specifying unit 705 specifies the music data corresponding to the searched music information 600-1, 600-5, 600-6, 600-7 as the music data of the output candidate to the user side terminal 210. That is, in the case of the example of FIG. 9, the specifying unit 705 is a music candidate for output to the user-side terminal 210 for music data of “music A”, “music J”, “music K”, and “music L”. Identify as data. Then, the identification unit 705 outputs information indicating the identification result to the output unit 703.

  The output unit 703 selects, from the music data specified by the specifying unit 705, the music data of the music to be the initial holding sound (step S903). In the case of the example shown in FIG. 9, for example, the output unit 703 compares the user's attribute information corresponding to the music data specified by the specifying unit 705. Then, the output unit 703 selects the music data corresponding to the attribute information of the user who most closely matches the attribute information of the user of the user terminal 210 as the music data of the music to be the initial holding sound. Thereby, in the case of the example shown in FIG. 9, the music data of "song A" is selected as the music data of the initial holding sound.

  Further, in the case of the example of FIG. 9, the output unit 703 can change to, for example, the music J by pressing “1”. You can change to song K by pressing "2". You can change to song L by pressing "3". To generate guidance information representing a voice such as

  Therefore, in the case of the example of FIG. 9, when the call between the user terminal 210 and the operator terminal 220-i is put on hold, the output unit 703 first selects "Song A" selected as the initial holding sound in step S903. Music data is output to the user terminal 210. Furthermore, the output unit 703 outputs the guidance information generated in step S 903 to the user terminal 210. As a result, the user of the user terminal 210 can hear “music A” and the guidance information generated in step S 903 via the user terminal 210.

  Thereafter, when a call between the user terminal 210 and the operator terminal 220-i is on hold, it is assumed that the user of the user terminal 210 performs a selection operation of operating the key 800 indicating “2”. In this case, a selection instruction indicating that the key indicating “2” is operated is transmitted to the call control device 100, and the call control device 100 receives the selection instruction from the reception unit 701. Reception unit 701 outputs the received selection instruction to change unit 702.

  The changing unit 702 responds to the received selection instruction by referring to the selection instruction received from the reception unit 701, the music data associated with each other in step S903, and the operation content of the selection operation corresponding to the music data. Identify the music data to be In the case of the example shown in FIG. 9, the music data of "Song K" corresponding to the operation of the "2" key is thereby specified. Then, the changing unit 702 changes the music data to be output to the user terminal 210 to the specified music data (step S904). The changing unit 702 outputs information indicating the changed music data to the output unit 703.

  The output unit 703 outputs the music data changed by the changing unit 702 to the user terminal 210. Thus, in the case of the example of FIG. 9, the user of the user terminal 210 can listen to “music K” via the user terminal 210. That is, in the case of the example of FIG. 9, the user of the user terminal 210 holds the holding sound when the call between the user terminal 210 and the operator terminal 220-i is on hold from "Song A" to "Song K". Can be changed to

  In the example shown in FIG. 9, “music A”, which is regarded as the initial holding sound, is excluded from “music A”, “music J”, “music K”, and “music L” specified by the identification unit 705. Although the example which made it changeable to "the music J", the "music K", and the "music L" was demonstrated, it does not restrict to this. For example, it may be possible to change to “music A”, “music J”, “music K”, and “music L” specified by the specifying unit 705. Also, in this case, the operation content of the selection operation corresponding to each of the music data of "Song A", "Song J", "Song K" and "Song L" is the age of the user corresponding to each music data. It is good also as operation contents according to the information to show. That is, for example, in this case, the operation content of the selection operation of selecting the "music J" of the age "10's" of the user selects the key operation of "1" and the "music A" of the age of 20 ' The operation content of the selection operation may be a key operation of “2”. Similarly, for example, in this case, the operation content of the selection operation of selecting "Song K" of the user's age "30s" selects the key operation of "3" and selects "Song L" of the user's age 40s The content of the selection operation to be performed may be a key operation of "4".

  Further, although the output unit 703 generates the guidance information in the example illustrated in FIG. 9, the present invention is not limited to this. For example, guidance information corresponding to each of the information indicating the gender of the user may be stored in the storage unit 101 in advance. Then, for example, when it is possible to change to "Song A", "Song J", "Song K", or "Song L" as described above, the output unit 703 selects "male" among the guidance information stored in advance. The guidance information corresponding to "" may be output. An example of this guidance information is "If you want to listen to popular songs from teenage men, then" 1 ". If you want to listen to popular songs from males in the 20s," 2 ". If you want to listen to popular songs from males in the 30s," Voices such as "3", and those who want to listen to popular songs of men in their 40s, please press "4".

  In the example described in FIGS. 8 and 9, the number of music data identified by the identifying unit 705 as an output candidate to the user terminal 210 is four, but the present invention is not limited to this. For example, the specifying unit 705 may specify two or more but less than four or five or more pieces of music data as output candidates to the user side terminal 210. The manufacturer of the call control device 100 or a call center employee who uses the call control device 100 may arbitrarily set the number of music data specified by the identification unit 705 as an output candidate to the user-side terminal 210. .

(An example of processing performed in the call control system 200)
FIG. 10 is a sequence diagram showing an example of processing performed in the call control system 200. As shown in FIG. In the following description, an operator using the operator terminal 220-i may be simply referred to as “operator”. In the following description, a user who uses the user terminal 210 may be simply referred to as a "user".

  In the example shown in FIG. 10, when the operator terminal 220-i receives an input of a calling operation for calling the user terminal 210 from the operator, the calling terminal information for calling the user terminal 210 is displayed. It transmits to the telephone exchange 230 (step S1001). Then, the telephone exchange 230 connects the telephone lines of the operator terminal 220-i and the user terminal 210 according to the calling information received from the operator terminal 220-i (step S1002). As a result, the user terminal 210 receives a call from the operator terminal 220-i. Then, when the user performs a predetermined call operation at the user terminal 210 in response to the incoming call, the operator terminal 220-i and the user terminal 210 are in a call state.

  When the operator terminal 220-i and the user terminal 210 are in a call state, the telephone exchange 230 transmits a connection notification to the call control apparatus 100 (step S 1003). The call control apparatus 100 can detect, for example, from the received connection notification that the operator terminal 220-i and the user terminal 210 are in a call state.

  Thereafter, when the operator terminal 220-i receives the input of the hold operation from the operator, the operator terminal 220-i puts the call between the operator terminal 220-i and the user terminal 210 on hold and transmits hold start information to the telephone exchange 230 ( Step S1004). When receiving the hold start information from the operator terminal 220-i, the telephone exchange 230 transmits the received hold start information to the call control apparatus 100 (step S1005). For example, the call control apparatus 100 can detect from the received hold start information that the call between the operator terminal 220-i and the user terminal 210 has been put on hold.

  When the call control apparatus 100 detects that the call between the operator terminal 220-i and the user terminal 210 is on hold, the call control apparatus 100 selects the music data of the initial holding tone, and selects the music of the selected initial holding tone. The data is transmitted to the telephone exchange 230 (step S1006). In addition, when the call control apparatus 100 generates the guidance information together with the selection of the music data of the initial holding tone, the generated guidance information is also transmitted to the telephone exchange 230 in the process of step S1006.

  When the telephone exchange 230 receives music data from the call control device 100, the telephone exchange 230 reproduces the received music data, and outputs the music by the received music data to the user side terminal 210 via the first network 250 as the initial holding sound. (Step S1007). Thus, the user can listen to the initial holding tone output from the telephone exchange 230 via the user terminal 210.

  When the telephone exchange 230 also receives the guidance information from the call control device 100, the telephone exchange 230 reproduces the received guidance information, and also outputs the guidance based on the received guidance information to the user terminal 210 in the process of step S1007. Thereby, the user can listen to the guidance outputted from the telephone exchange 230 via the user side terminal 210. Further, when outputting the guidance, the telephone exchange 230 may lower the volume of the holding tone to be output simultaneously with the guidance. In this way, the guidance can be made easy for the user to hear.

  Thereafter, when the user terminal 210 receives an input of a selection operation from the user, the user terminal 210 transmits a selection instruction to the telephone exchange 230 (step S1008). When receiving the selection instruction from the user terminal 210, the telephone exchange 230 transmits the received selection instruction to the call control apparatus 100 (step S1009). For example, the call control device 100 can acquire, from the received selection instruction, information indicating the operation content of the selection operation performed by the user.

  Then, the call control apparatus 100 changes the music data to be output to the user side terminal 210 based on the received selection instruction, and transmits the changed music data to the telephone exchange 230 (step S1010). When the telephone exchange 230 receives the changed music data from the call control device 100, the telephone exchange 230 reproduces the received changed music data, and uses the music by the changed music data as a holding tone, via the first network 250. It outputs to the side terminal 210 (step S1011). Thus, the user can listen to the changed holding tone output from the telephone exchange 230 through the user terminal 210.

  Thereafter, when the operator terminal 220-i receives the input of the hold release operation from the operator, the operator terminal 220-i releases the hold state and transmits hold release information to the telephone exchange 230 (step S 1012). When receiving the hold cancellation information from the operator terminal 220-i, the telephone exchange 230 transmits the received hold cancellation information to the call control apparatus 100 (step S1013). The call control apparatus 100 can detect, for example, from the received hold release information that the hold state in the call state between the operator terminal 220-i and the user terminal 210 has ended.

  When the call control device 100 receives the hold cancellation information, the call control device 100 transmits, to the telephone exchange 230, holding sound stop information for stopping the output of the holding sound to the user terminal 210 (step S1014). Then, when receiving the hold sound stop information from the call control device 100, the telephone exchange 230 stops the output of the hold sound to the user terminal 210.

  Although FIG. 10 shows an example where the operator terminal 220-i makes a call and the user terminal 210 receives a call, the user side terminal 210 makes a call and the operator terminal 220-i makes a call. Even when an incoming call is received, the processing in step S1003 and subsequent steps may be performed in the same manner.

(An example of processing performed by the call control device 100)
FIG. 11 is a flowchart illustrating an example of processing performed by the call control device 100. The process illustrated in FIG. 11 is an example of a process performed by the call control device 100 receiving the hold start information.

  In the example shown in FIG. 11, when receiving the hold start information (step S1101), the call control device 100 performs an initial hold sound selection process (step S1102). The initial holding tone selection process will be described later with reference to FIG. Then, the call control device 100 transmits the music data of the initial holding tone selected by the initial holding tone selection process to the telephone exchange 230 (step S1103). When the call control apparatus 100 also generates guidance information in the initial holding tone selection process, it also transmits the generated guidance information to the telephone exchange 230 in the process of step S1103.

  Subsequently, the call control apparatus 100 determines whether or not hold release information has been received (step S1104). If it is determined that the hold release information has not been received (step S1104: NO), the call control apparatus 100 determines whether a selection instruction has been received (step S1105). When it is determined that the selection instruction has not been received (step S1105: No), the call control device 100 proceeds to the process of step S1107.

  If it is determined that the selection instruction has been received (step S1105: YES), the call control device 100 transmits the changed music data changed based on the received selection instruction to the telephone exchange 230 (step S1106). Then, the call control device 100 determines whether the output time of the holding sound being output has reached a predetermined time or more (step S1107). When negative determination is carried out in step S1107 (step S1107: No), the telephone call control apparatus 100 transfers to the process of step S1104.

  When an affirmative determination is made in step S1107 (step S1107: Yes), whether or not the call control device 100 has added the score in response to the output time of the holding sound being output at this time being equal to or longer than the predetermined time Is determined (step S1108). If an affirmative determination is made in step S1108 (step S1108: YES), the call control device 100 proceeds to the process of step S1104.

  If a negative determination is made in step S1108 (step S1108: NO), the call control device 100 adds "1" to the score corresponding to the music data of the holding sound being output (step S1109), and proceeds to the process of step S1104. Do. For example, it is assumed that the music data of the holding sound being output is the music data of "Song C". In this case, the call control device 100 adds “1” to the score of the music data of “music C” in the music information DB 202 in step S1109. When the score is updated, the call control device 100 also updates the ranking corresponding to each music data when there is a change in the ranking based on the score corresponding to each music data.

  When a score corresponding to each piece of attribute information is provided for each piece of music data, call control apparatus 100 may add “1” to the score corresponding to the user's attribute information in step S1109. . For example, it is assumed that the music data of the holding sound being output is the music data of "Song C". In addition, it is assumed that the user's attribute information searched by the process of step S1201 described later is “20s” and “male”. In this case, the call control device 100 adds “1” to the score corresponding to “twenties” and “male” of the music data of “music C” in the music information DB 202 in step S1109.

  Also, when determining that the hold release information has been received in step S1104 (step S1104: YES), the call control device 100 transmits hold sound stop information to the telephone exchange 230 (step S1110). Thus, the call control device 100 stops the output of the holding tone to the user terminal 210. Then, the call control device 100 ends the process shown in FIG.

(An example of the initial holding tone selection process)
FIG. 12 is a flowchart showing an example of the initial holding tone selection process. In the example shown in FIG. 12, the call control device 100 searches the customer information DB 201 for the user's attribute information (step S1201). Then, the call control device 100 determines whether the user's attribute information has been searched (step S1202).

  If it is determined that the user's attribute information has been searched (step S1202: Yes), the call control apparatus 100 selects a plurality of music data as output candidates for the user terminal 210 based on the searched user's attribute information. It identifies (step S1203).

  Next, the call control apparatus 100 selects any music data of the plurality of music data identified as an output candidate to the user terminal 210 as the music data of the initial holding sound (step S1204). Then, the call control device 100 sets music data that receives the selection operation (step S1205). Next, the call control apparatus 100 generates guidance information based on the music data of the plurality of music data and the initial holding sound specified as output candidates to the user terminal 210 (step S1206), and the process shown in FIG. finish.

  When the call control apparatus 100 determines that the user's attribute information is not searched in step S1202 (step S1202: No), it selects the music data of the specific holding tone (step S1207), as shown in FIG. End the process. For example, in step S1207, the call control device 100 may select music data of a holding tone predetermined by the manufacturer of the call control device 100 or a call center employee who uses the call control device 100.

  Also, for example, in step S1207, the call control apparatus 100 may estimate an area familiar to the user and select music data of a holding tone related to the estimated area. In this case, for example, when the telephone exchange 230 transmits a connection notification to the call control apparatus 100, it transmits, to the call control apparatus 100, voice data of a conversation performed by the operator and the user thereafter. The call control apparatus 100 analyzes the voice of the voice data received from the telephone exchange 230, and refers to a DB storing dialect keywords (for example, "Yaide" in the Kansai region) for each area. Then, the call control apparatus 100 determines whether the words spoken by the user include a dialect keyword, and if the words spoken by the user include a dialect keyword, the area corresponding to the dialect keyword is determined. , It is presumed that the area is familiar to the user. Then, the call control apparatus 100 refers to the DB storing the music data of the holding tone related to each area, and selects the music data of the holding tone corresponding to the area estimated as the area familiar to the user.

  As described above, the call control device 100 receives an instruction to select music data of a holding sound from the user terminal 210 during a call between the user terminal 210 and the operator terminal 220-i. Then, the call control device 100 refers to the storage unit 101, and outputs it to the user terminal 210 while the call between the user terminal 210 and the operator terminal 220-i is on hold based on the received selection instruction. Change music data of music on hold. Thus, the call control apparatus 100 can change the holding sound output to the user terminal 210 while the call is on hold, in accordance with the selection instruction from the user of the user terminal 210. For this reason, the user of the user terminal 210 can switch the holding tone output while the call is on hold to the desired music.

  Further, the call control apparatus 100 may receive the selection instruction while the call between the user terminal 210 and the operator terminal 220-i is on hold. Thus, the call control apparatus 100 can give the user of the user terminal 210 a task of selecting a holding tone while the call is on hold. For this reason, the user of the user side terminal 210 can distract the feeling of being "waited" by the operation of selecting the holding sound while the call is on hold.

  In addition, the call control apparatus 100 may receive an instruction to select any music data from among music data of a plurality of holding tones specified based on the attribute information of the user of the user terminal 210. As a result, the call control apparatus 100 can select any music data from among the music data of the holding sound that has a high probability of meeting the user's preference of the user-side terminal 210. For this reason, the user of the user terminal 210 can switch the holding tone output while the call is on hold to the desired music.

  Further, the call control apparatus 100 may receive an instruction to select any music data from among music data of a plurality of holding tones specified based on the score of each music data. Thus, the call control apparatus 100 can select any music data from among music data of popular music, that is, music data of holding sound with high probability of meeting the user's preference of the user terminal 210. it can. For this reason, the user of the user terminal 210 can switch the holding tone output while the call is on hold to the desired music.

  In addition, when the call control apparatus 100 continuously outputs the music data of the holding sound after the change for a predetermined time or more while holding the call between the user terminal 210 and the operator terminal 220-i, the music data A predetermined value may be added to the score of. For example, it is assumed that a predetermined value is added to the score of the music data because the music data of the holding sound after the change is simply output. In this case, even if the music data of the hold sound after the change is selected by the user of the user terminal 210 as a test, a predetermined value is added to the score of the music data. For this reason, the accuracy of the score as an index indicating the preference of the user is low. Therefore, the call control apparatus 100 adds a predetermined value or more to the score of the music data of the holding sound selected as a trial by the user of the user side terminal 210 by adding the continuous output for a predetermined time or more to the condition of the score addition. Prevent adding. As a result, the call control apparatus 100 can increase the accuracy of the score as an index indicating the user's preference.

  In addition, when the call control apparatus 100 detects that the call between the user terminal 210 and the operator terminal 220-i has been put on hold, music data of a plurality of holding tones specified based on the user attribute information or the score Music data of any of the above may be output. As a result, the call control apparatus 100 is configured to hold music data of a holding sound with a high degree of certainty to suit the preference of the user terminal 210 in response to the call between the user terminal 210 and the operator terminal 220-i being put on hold. Can be output. Therefore, the user of the user-side terminal 210 can hear the holding sound of the favorite music in response to the call being put on hold.

  In addition, the call control apparatus 100 may output the guidance information when detecting that the call between the user terminal 210 and the operator terminal 220-i is on hold. Thus, the call control device 100 can guide the user of the user terminal 210 that the holding sound is switched. Therefore, the user of the user-side terminal 210 can switch the holding tone output while the call is on hold to the desired music.

  In the example described above, although the example in which the call control device 100 is provided separately from the exchange 130 and the telephone exchange 230 has been described, the present invention is not limited to this. The call control device 100 may be provided integrally with, for example, the exchange 130 or the telephone exchange 230.

  As described above, according to the call control program, the call control device, and the call control method of the present invention, it is possible to change the content information that is output while the call is on hold.

  The call control method described in the present embodiment can be realized by executing a prepared program on a computer such as a personal computer or a workstation. This call control program is a computer readable recording medium such as a hard disk, a flexible disk, a CD (Compact Disc) -ROM, a MO (Magneto-Optical disk), a DVD (Digital Versatile Disk), and a USB (Universal Serial Bus) memory. And read out from the recording medium by a computer. Also, the call control program may be distributed via a network such as the Internet.

  The following appendices will be further disclosed regarding the embodiment described above.

(Supplementary Note 1) During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control program which causes a computer to execute a process.

(Supplementary Note 2) The receiving process receives the selection instruction while holding a call between the first terminal and the second terminal.
The call control program according to Additional Note 1, characterized in that

(Supplementary Note 3) The first storage unit further stores user attribute information for each of the plurality of pieces of content information,
The attribute information of the user of the first terminal is searched with reference to a second storage unit that stores the identification information of the terminal and the attribute information of the user of the terminal in association with each other.
The plurality of pieces of content information corresponding to the retrieved user attribute information of the first terminal are specified with reference to the first storage unit.
Execute the process on the computer,
The process of accepting receives an instruction to select one of the plurality of pieces of content information specified.
The call control program according to appendix 1 or 2, characterized in that

(Supplementary Note 4) The first storage unit further stores, for each of the plurality of pieces of content information, a score representing the frequency of output to the terminal,
The plurality of pieces of content information are identified based on the scores of the plurality of pieces of content information with reference to the first storage unit.
Execute the process on the computer,
The process of accepting receives an instruction to select one of the plurality of pieces of content information specified.
The call control program according to any one of appendices 1 to 3, characterized in that

(Supplementary Note 5) The content information stored in the first storage unit when the content information after the change is continuously output for a predetermined time or more while the call between the first terminal and the second terminal is on hold Adding a predetermined value to the score of the content information after the change;
The call control program according to appendix 4, causing the computer to execute a process.

(Supplementary Note 6) Detecting that a call between the first terminal and the second terminal has been put on hold,
Any one of the plurality of pieces of content information specified in response to the detection that the call between the first terminal and the second terminal is put on hold is the first terminal Output to
The call control program according to any one of appendices 4 or 5, characterized in having the computer execute a process.

(Supplementary Note 7) Detecting that a call between the first terminal and the second terminal has been put on hold,
According to detecting that a call between the first terminal and the second terminal is put on hold, guidance information for guiding an operation content for selecting content information, the first terminal Output to
The call control program according to any one of appendices 1 to 6, characterized in causing the computer to execute processing.

(Supplementary note 8) The call control program according to any one of supplementary notes 1 to 7, wherein the plurality of pieces of content information are music data of a predetermined music.

(Supplementary note 9) The call control program according to supplementary note 8, wherein the plurality of pieces of content information are music data of a part of the predetermined music including a climax.

(Supplementary note 10) The call control program according to supplementary note 8 or 9, wherein the predetermined music is music with music box tone.

(Supplementary note 11) During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control apparatus comprising a control unit.

(Supplementary Note 12) During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control method characterized in that a computer executes a process.

100 call control apparatus 101 storage unit 110 first terminal 120 second terminal 130 exchange 140 selection instruction 150 content information 200 call control system 201 customer information DB
202 Music Information DB
210 User-side terminal 220-1 to 220-n Operator-side terminal 230 Telephone exchange 250 First network 260 Second network

Claims (10)

During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control program which causes a computer to execute a process. The receiving process receives the selection instruction while the call between the first terminal and the second terminal is on hold.
The call control program according to claim 1, characterized in that: The first storage unit further stores attribute information of the user for each of the plurality of pieces of content information,
The attribute information of the user of the first terminal is searched with reference to a second storage unit that stores the identification information of the terminal and the attribute information of the user of the terminal in association with each other.
The plurality of pieces of content information corresponding to the retrieved user attribute information of the first terminal are specified with reference to the first storage unit.
Execute the process on the computer,
The process of accepting receives an instruction to select one of the plurality of pieces of content information specified.
The call control program according to claim 1 or 2, characterized in that: The first storage unit further stores, for each of the plurality of pieces of content information, a score representing the frequency of output to the terminal,
The plurality of pieces of content information are identified based on the scores of the plurality of pieces of content information with reference to the first storage unit.
Execute the process on the computer,
The process of accepting receives an instruction to select one of the plurality of pieces of content information specified.
The call control program according to any one of claims 1 to 3, characterized in that: When the content information after the change is continuously output for a predetermined time or more while the call between the first terminal and the second terminal is on hold, the changed information stored in the first storage unit Add a predetermined value to the score of content information,
The call control program according to claim 4, wherein the processing is executed by the computer. Detecting that a call between the first terminal and the second terminal is put on hold;
Any one of the plurality of pieces of content information specified in response to the detection that the call between the first terminal and the second terminal is put on hold is the first terminal Output to
The call control program according to claim 4 or 5, wherein the processing is executed by the computer. Detecting that a call between the first terminal and the second terminal is put on hold;
According to detecting that a call between the first terminal and the second terminal is put on hold, guidance information for guiding an operation content for selecting content information, the first terminal Output to
The call control program according to any one of claims 1 to 6, wherein the processing is executed by the computer.   The call control program according to any one of claims 1 to 7, wherein the plurality of pieces of content information are music data of a predetermined music. During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control apparatus comprising a control unit. During a call between a first terminal and a second terminal different from the first terminal, an instruction to select content information is received from the first terminal,
With reference to the first storage unit storing a plurality of pieces of content information, based on the received selection instruction, the first terminal receives the hold of the call between the first terminal and the second terminal. Change the content information to be output
A call control method characterized in that a computer executes a process.

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