JP2021022911A - CTI system for telephone sales - Google Patents

Abstract

To implement a manager advice function in a CTI system that uses a portable telephone distributed to an operator.SOLUTION: A CTI server 5 (a) identifies a portable telephone 1 of an operator in the case of receiving advice data indicating an advice from a manager to the operator from a terminal device 8 in a period in which a group call with a portable telephone 7 of the manager is set, during a call between the portable telephone 1 of the operator and a customer and (b) designates the identified portable telephone 1 and transmits a push notification request including the advice data to a push notification server 6. The push notification server 6 transmits a push notification including the advice data to the designated portable telephone 1. The portable telephone 1 outputs an advice based on the advice data included in the push notification to the operator.SELECTED DRAWING: Figure 1

Description

The present invention relates to a CTI (Computer Telephony Integration) system for telephone business.

In the system that supports telephone sales, business partners and sales activities are managed using various databases, and the operator uses the terminal device in the tele appointment center to manage the business partners and sales activities in various databases. (See, for example, Patent Document 1), it is possible to carry out telephone sales to business partners via the public network of fixed telephones while referring to.

One CTI system sends a call command from the operator's terminal device to the operator's mobile phone, causing the operator's mobile phone to make a call to the business partner, and further, the group call function enables the administrator's mobile phone. The mobile phone of the above enables an administrator to listen to a call between an operator and a business partner (see, for example, Patent Document 2). This enables telephone sales using the mobile phone assigned to the operator.

On the other hand, a business support system is equipped with an operator terminal and a supporter terminal connected to a local area network, and a "whisper function" that provides advice from the administrator (supporter) to the operator so that the other party does not know. (Administrator advice function), and in the whisper function, the administrator (supporter) listening to the call between the operator and the business partner texts the advice to the operator terminal on the supporter terminal. The operator terminal provides the advice to the operator (see, for example, Patent Document 3).

Japanese Unexamined Patent Publication No. 2002-092301 Japanese Unexamined Patent Publication No. 2017-200160 JP-A-2007-004000

However, it is difficult to realize the whisper function (administrator advice function) in the CTI system using the mobile phone assigned to the operator as described above.

That is, when the administrator speaks to the operator in a group call, the administrator's voice is usually heard even at the business office, and the whisper function (administrator advice function) cannot be realized.

Further, in the above-mentioned business support system, the operator terminal and the supporter terminal are connected to the local area network, and advice can be easily transferred from the supporter terminal to the operator terminal via the local area network. When using the mobile phone assigned to the operator, the operator's mobile phone and the device on the administrator (supporter) side are not connected on one local area network, so the administrator (supporter) It is difficult to transfer the advice of the administrator from the device on the side of) to the mobile phone of the operator, and the whisper function (administrator advice function) cannot be realized.

Furthermore, it is conceivable to use a chat system to exchange texts between the operator's mobile phone and the device on the administrator (supporter) side. In that case, a chat system server is provided. In addition to the need, the chat application must be installed on both the operator's mobile phone and the administrator's (supporter's) device, which is costly and time-consuming for maintenance.

The present invention has been made in view of the above problems, and in a CTI system using a mobile phone assigned to an operator, an administrator advice function (the administrator notifies the operator of advice without notifying the call destination). The purpose is to obtain a CTI system for telephone sales that realizes (functions).

The telephone sales CTI system according to the present invention includes a CTI server connected to a wide area network, a push notification server connected to the wide area network, and a first mobile phone for a telephone sales operator that can be connected to the wide area network. Be prepared. The CTI server (a) receives a call command indicating the telephone number of the business destination selected by the telephone sales operator from the first terminal device operated by the telephone sales operator, and when the call command is received, the operator's first mobile phone The telephone is specified, (b) the specified first mobile phone is specified, and the first push notification request including the transmission command is transmitted to the push notification server. When the push notification server receives the first push notification request, the push notification server transmits the first push notification including the transmission command to the first mobile phone designated by the first push notification request. When the first mobile phone receives the first push notification, it makes a call to the telephone number of the business destination designated by the outgoing command included in the received first push notification. Then, in the CTI server, a group call is set between (a) the first mobile phone and the second mobile phone for the administrator who provides advice to the telephone sales operator during a call between the first mobile phone and the business partner. During the period of time, the second terminal device operated by the administrator receives advice data indicating advice from the administrator to the telephone sales operator, and when the advice data is received, the first mobile phone of the telephone sales operator is identified. (B) Designating the specified first mobile phone, a second push notification request including advice data is transmitted to the push notification server. When the push notification server receives the second push notification request, the push notification server sends a second push notification including the advice data to the first mobile phone designated by the second push notification request, and the first mobile phone receives the second push notification. When the push notification is received, the advice based on the advice data included in the received second push notification is output.

According to the present invention, in a CTI system using a mobile phone assigned to an operator, an administrator advice function (that is, a function of notifying the operator of advice from the administrator without being known to the other party) is realized for telephone sales. A CTI system is obtained.

The above or other object, feature and superiority of the present invention will be further clarified from the following detailed description with the accompanying drawings.

FIG. 1 is a diagram showing a configuration of a CTI system for telephone business according to an embodiment of the present invention. FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG. The mobile phone 7 also has a similar configuration. FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG. FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. FIG. 5 is a sequence diagram illustrating the operation of each device in the telephone business CTI system shown in FIG. 1 (1/2). FIG. 6 is a sequence diagram illustrating the operation of each device in the telephone business CTI system shown in FIG. 1 (2/2). FIG. 7 is a diagram showing an example of a destination list and an administrator list displayed on the terminal device 4 in the telephone business CTI system shown in FIG. FIG. 8 is a diagram showing an example of an advice transmission screen displayed on the terminal device 8 in the telephone business CTI system shown in FIG. FIG. 9 is a diagram showing an example of advice displayed on the mobile phone 1 in the telephone business CTI system shown in FIG.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a diagram showing a configuration of a CTI system for telephone business according to an embodiment of the present invention. The telephone business CTI system shown in FIG. 1 includes mobile phones 1 and 7 that can be wirelessly connected to the mobile phone network 2, terminal devices 4 and 8 that are connected to the network 3, and a CTI server 5 that is connected to the network 3. And a push notification server 6 connected to the network 3.

The mobile phone 1 is a mobile phone for telephone sales that can be connected to the network 3 via the mobile phone network 2, and is a mobile phone of each telephone sales operator (hereinafter, simply referred to as an operator) such as a smartphone. It is distributed from the company to the operator and carried by the operator. The network 3 is a wide area network such as the Internet.

Further, the terminal device 4 is a terminal device operated by an operator, such as a personal computer that can be connected to the network 3. The installation location of the terminal device 4 is not particularly limited, and the terminal device 4 may be installed in the center of the company, or may be installed in the operator's home or other place outside the center. , It may be temporarily lent to the operator. That is, the terminal device 4 may be, for example, a personal computer of an individual operator.

Further, the CTI server 5 is a cloud server in this embodiment.

Further, when the push notification server 6 receives a device token issuance request from the mobile phone 1, it issues a device token to the mobile phone 1, and when it receives a push notification request from the CTI server 5, it receives the push notification request. , Sends a push notification to the mobile phone 1 specified by the device token.

Further, the mobile phone 7 is an administrator's mobile phone that manages the operator, and is the same device as the mobile phone 1 described above. The terminal device 8 is a terminal device operated by an administrator, and is the same device as the terminal device 4 described above.

FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG. The mobile phone 7 also has a similar configuration.

As shown in FIG. 2, the mobile phone 1 is a multifunctional mobile phone such as a smartphone, and is a wireless communication device 11, a network interface 12, a display device 13, an input device 14, an audio output processing unit 15, and a built-in speaker 16. , A voice input processing unit 17, a built-in microphone 18, a storage device 19, an arithmetic processing device 20, and the like.

The wireless communication device 11 is a wireless communication device that can be connected to the mobile phone network 2 within the range of the mobile phone network 2. The wireless communication device 11 is connected to the network 3 via the mobile phone network 2 and can communicate with the CTI server 5 and the push notification server 6 via the network 3.

The network interface 12 is connected to the network 3 via the wireless LAN within the range of the wireless LAN (Local Area Network), and can communicate with the CTI server 5 and the push notification server 6 via the network 3.

That is, even if the mobile phone 1 is out of the wireless LAN range, the mobile phone 1 can communicate with the CTI server 5 and the push notification server 6 by the wireless communication device 11.

The display device 13 is an internal device such as a liquid crystal display that displays an operation screen or the like to a user (here, an operator). The input device 14 is an internal device such as a touch panel that detects an operation by a user (here, an operator).

The voice output processing unit 15 outputs a voice signal to the built-in speaker 16 or an external headset, and outputs the voice of the other party from the built-in speaker 16 or the external headset. The voice input processing unit 17 detects the voice of the user (here, the operator) with the built-in microphone 18 or an external headset, and receives the voice signal of the voice from the built-in microphone 18 or the external headset.

The storage device 19 is a non-volatile storage device such as a flash memory or a hard disk. The CTI application program 21 and the like are stored in the storage device 19. For example, the CTI application program 21 is downloaded from a server (not shown) on the network 3, installed in the mobile phone 1, and stored in the storage device 19.

The arithmetic processing device 20 is a computer having a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like. The arithmetic processing device 20 realizes the operating system 31 and the telephone function application 32 by loading a program (not shown) into the RAM and executing it in the CPU, and further loads the CTI application program 21 into the RAM and executes it in the CPU. Then, the CTI application 33 is realized.

The telephone function application 32 controls the wireless communication device 11 to send and receive voice calls via the mobile phone network 2, and also performs voice communication with the other party. The telephone function application 32 has a group call function, and other operators and managers can participate in a call with a call destination.

The CTI application 33 uses (a) the wireless communication device 11 or the network interface 12 to make a push notification request including a call command indicating a business office telephone number designated by the operator in the terminal device 4 operated by the operator. It is received from the push notification server 6, and (b) the telephone function application 32 is used to make a call to the telephone number of the business destination specified by the outgoing command included in the received push notification.

Further, the CTI application 33 receives a push notification from the push notification server 6 by using the wireless communication device 11 or the network interface 12, and when the received push notification includes a group call command, the telephone function application 32 Use to mute the administrator specified by the group call command to a group call with a business partner, and mute the administrator's speech (that is, voice input from the administrator's mobile phone 7 using a microphone or the like). Let them participate. The mute state may be set in advance in the mobile phone 7 so as to be automatically set at the start of the group call, or may be set by the operation of the administrator.

Further, the CTI application 33 records the operator's call, temporarily stores the recorded data of the call in a RAM, a storage device 19 or the like in the arithmetic processing device 20, and sets the wireless communication device 11 or the network interface 12 It is used to upload the recorded data of the call to the CTI server 5. After uploading, the CTI application 33 erases all the recorded data in the mobile phone 1.

Further, when the CTI application 33 is started, the CTI application 33 transmits a device token request to the push notification server 6, receives the device token from the push notification server 6, and (c) transmits the received device token to the CTI server 5. To do. Then, the CTI server 5 and the push notification server 6 use this device token as an identifier of the mobile phone 1, and specify the mobile phone 1 with the device token. At the time of starting the operating system 31, the operating system 31 may send a device token request to the push notification server 6 and receive the device token from the push notification server 6.

FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG.

As shown in FIG. 3, the CTI server 5 includes a network interface 41, an arithmetic processing unit 42, a storage device 43, and the like. The network interface 41 connects to the network 3 and performs data communication with the mobile phones 1, 7, the terminal devices 4, 8, the push notification server 6, and the like via the network 3. The arithmetic processing device 42 is a computer having a CPU, RAM, ROM, and the like. The arithmetic processing device 42 realizes a communication processing unit 61, a database server 62, a push notification request unit 63, a log management unit 64, and the like by loading a program (not shown) into a RAM and executing it on a CPU. The storage device 43 is a non-volatile storage device such as a flash memory or a hard disk. The storage device 43 stores the management data 51 and the destination list data 52 managed as a database by the database server 62.

The management data 51 is data indicating the attributes of registered operators, managers, mobile phones 1 and 7, and their relationships.

FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. As shown in FIG. 4, the management data 51 includes a record 101 of each mobile phone 1 and 7, a company record 102, an administrator record 103 of each administrator, an operator record 104 of each operator, and the like.

The record 101 is a mobile phone ID, a company ID, an administrator ID unique to the mobile phones 1 and 7, an operator ID or an administrator ID of an operator or an administrator to which the mobile phones 1 and 7 are assigned, and the mobile phone. Includes 1 and 7 phone numbers.

The company record 102 includes the company ID of the company to which the operator and the manager belong and the attribute information (company name, etc.) of the company.

The administrator record 103 includes an administrator ID, an administrator terminal device ID, administrator attribute information (name, etc.), and one or more operator IDs (operator IDs of operators managed by this administrator) for each administrator. )including.

The operator record 104 is, for each operator, an operator ID of the operator, a mobile phone ID of the mobile phone 1 assigned to the operator, operator attribute information (name, etc.) of the operator, and one or more administrator IDs (this). The administrator ID of the administrator corresponding to the operator) is included.

The communication processing unit 61 of the CTI server 5 uses the database server 62 to edit the operator ID of the record 101 and the mobile phone ID of the operator record 104 according to a command from the administrator, for example, to the operator. The allocation of the mobile phone 1 can be set. For example, when the mobile phone 1 is not assigned to a fixed operator, the mobile phone 1 is assigned to the operator before the start of the telephone sales business, and then the operator uses the mobile phone 1 to perform the telephone sales business. I do.

Further, the destination list data 52 is data including a destination list for telephone sales. Further, the destination list data 52 may include information such as the progress status and the result of the sales activity for the destination of each telephone business. The telephone business destination list includes the name, telephone number, address, etc. of each telephone business.

Returning to FIG. 3, the communication processing unit 61 uses the network interface 41 and uses the network interface 41 to use another device (mobile phones 1, 7, terminal devices 4, 8, and push notification server 6) via the network 3 in a predetermined communication protocol. ) And data communication.

The database server 62 manages the database including the management data 51 and the destination list data 52, and registers and searches the database.

The push notification request unit 63 uses the communication processing unit 61 to transmit a push notification request to the push notification server 6.

The log management unit 64 uses the communication processing unit 61 to receive a call log from the mobile phone 1 and stores the call log in the storage device 43.

For example, the communication processing unit 61 has a web server function, and screen data of a login screen (for example, HTML (HyperText Markup Language) data) in response to a request for HTTP (HyperText Transfer Protocol) from a web browser of the terminal device 4. Is transmitted, and the operator ID input by the operator for the login screen in the terminal device 4 is acquired. Then, the communication processing unit 61 uses the database server 62 to extract the destination list of the business destinations assigned to the acquired operator ID from the destination list data 52, and includes the destination list. The screen data is transmitted to the web browser of the terminal device 4.

Further, for example, the communication processing unit 61 has a web server function, transmits screen data (for example, HTML data) of the login screen in response to an HTTP request from the web browser of the terminal device 8, and causes the terminal device 8 to transmit screen data (for example, HTML data). Acquire the administrator ID entered by the administrator for the login screen. Then, the communication processing unit 61 uses the database server 62 to extract the list of operators managed by the acquired administrator ID from the management data 51, and screen data of the advice transmission screen including the list of the operators. The data is transmitted to the web browser of the terminal device 8. The log management unit 64 notifies whether or not the operator is in a call.

When the push notification request unit 63 uses the communication processing unit 61 to receive a transmission command indicating the telephone number of the business destination selected from the destination list by the operator from the terminal device 4, the push notification request unit 63 uses the database server 62 to receive a transmission command. Based on the operator ID, the operator's mobile phone 1 is specified, the communication processing unit 61 is used to specify the specified mobile phone 1, and a push notification request including a transmission command is transmitted to the push notification server 6. ..

Further, when the push notification request unit 63 receives the group call command for designating the group operator from the terminal device 4 of the operator by using the communication processing unit 61, the database server 62 is used based on the operator ID. The operator's mobile phone 1 is specified, the communication processing unit 61 is used to specify the specified mobile phone 1, and a push notification request including a group call command is transmitted to the push notification server 6.

Further, the push notification request unit 63 is (a) during a call between the operator's mobile phone 1 and the business partner, the mobile phone 1 and the administrator's mobile phone 7 (the speech from the mobile phone 7 is muted). During the period in which the group call is set, the terminal device 8 receives advice data indicating advice from the administrator to the operator, and when the advice data is received, the operator's mobile phone 1 is identified, and (b) identification is performed. The mobile phone 1 is designated, and a push notification request including the advice data is transmitted to the push notification server 6.

The communication processing unit 61 receives the device token of the mobile phone 1 from the mobile phone 1, associates the received device token with the mobile phone 1, and stores it in the storage device 43 (for example, in the record 101 in FIG. 4). Then, the push notification request unit 63 specifies the device token corresponding to the specified mobile phone 1 and transmits the push notification request to the push notification server 6.

The log management unit 64 uses the communication processing unit 61 to receive the call log and recorded data from the mobile phone 1 transmitted via the network 3, and uses the database server 62 to receive the received call log and the recorded data. The recorded data is stored in the storage device 43.

In addition, the log management unit 64 manages the call state of the operator by the mobile phone 1. Specifically, the log management unit 64 determines that the operator by the mobile phone 1 is in a call during the period from the transmission of the transmission command to the reception of data such as the call log and the recorded data after the end of the call.

The terminal devices 4 and 8 have, for example, a web browser, display various screens on a display device (liquid crystal display, etc.) based on the screen data received from the CTI server 5, and input user operations of an operator or an administrator. It is detected by a device (keyboard, mouse, touch panel, etc.) and input information based on the user operation is transmitted to the CTI server 5.

Further, the push notification server 6 has the same hardware configuration as the CTI server 5, and when the push notification request is received from the CTI server 5, the push notification request is sent to the mobile phone 1 specified by the push notification request. A push notification including the specified command is transmitted via the network 3. For example, when the operating system 31 of the mobile phone 1 is Android, a GCM (Google Cloud Messaging) server can be used as the push notification server 6. If the operating system 31 has such an incoming push notification function, the CTI application 33 uses the operating system 31 to receive the push notification.

Next, the operation of each device in the telephone business CTI system shown in FIG. 1 will be described. 5 and 6 are sequence diagrams illustrating the operation of each device in the telephone business CTI system shown in FIG. FIG. 7 is a diagram showing an example of a destination list and an administrator list displayed on the terminal device 4 in the telephone business CTI system shown in FIG.

First, the operator operates the terminal device 4, logs in, and notifies the CTI server 5 of his / her operator ID. Next, the terminal device 4 transmits the destination list request to the CTI server 5 according to the operation of the operator (step S1).

When the CTI server 5 receives the destination list request, it identifies the destination list associated with the operator ID of the operator and reads it from the database (that is, the destination list data 52) (step S2), and the terminal device 4 (Step S3).

The terminal device 4 displays the destination list as shown in FIG. 7, for example (step S4). For example, as shown in FIG. 7, a call key 201 is displayed on the screen of the call destination list corresponding to each call destination. The call key 201 is a soft key, and when the call key 201 is pressed by an operator operation, the terminal device 4 accepts the input of the call command (step S5), the call command, the operator ID of the operator, and the operator ID thereof. The destination information (ID indicating the destination, telephone number, etc.) indicating the destination corresponding to the call key 201 is transmitted to the CTI server 5 (step S6).

When the CTI server 5 receives the transmission command, the operator ID, and the destination information, the CTI server 5 identifies the mobile phone 1 corresponding to the operator ID, and designates the specified mobile phone 1 as the transmission destination of the push notification. The transmission command and the destination information (telephone number in this case) required for transmission are transmitted to the push notification server 6 (step S7).

When the push notification server 6 receives the push notification request, the transmission command, and the destination information, the push notification server 6 transmits the push notification including the transmission command and the destination information to the mobile phone 1 designated by the push notification request (step S8). ).

When the mobile phone 1 receives the push notification, it makes a voice call to the telephone number indicated by the destination information included in the push notification (step S9). Then, when the voice call line with the other party of the telephone number is established, the operator uses the mobile phone 1 to have a conversation with the other party. At this time, the mobile phone 1 records the call voice from the start to the end of the call and holds the recorded data.

Further, when an administrator such as a boss or a leader is made to listen to the operator's call, the operator operates the terminal device 4 to input a group call command. The terminal device 4 downloads the data of the web page from the CTI server 5 according to the operation of the operator, and displays the destination list screen as shown in FIG. 7, for example. For example, as shown in FIG. 7, a list of administrators (such as a group leader of a group to which an operator belongs) is also displayed on the destination list screen. Then, the group call key 202 is displayed corresponding to each administrator. The group call key 202 is a softkey for joining the corresponding group operator to a group call (that is, for inputting a group call command).

When the terminal device 4 receives the input of the group call command by the operator (for example, pressing the group call key 202) (step S12), the terminal device 4 receives the group call command, the operator ID of the operator, and the administrator of the administrator designated by the operator. The ID (that is, the administrator ID corresponding to the pressed group call key 202) is transmitted to the CTI server 5 (step S13). The administrator ID used here is included in the administrator list sent together with the destination list.

In this way, the group call command, the operator ID of this operator, and the administrator ID of the administrator designated by the operator are not transmitted to the CTI server 5 according to the operation of the operator, but are designated in advance to the operator. Regarding the administrator, the group call command, the operator ID, and the administrator ID may be automatically transmitted to the CTI server 5 together with the transmission of the outgoing call command.

Upon receiving the group call command, the operator ID, and the administrator ID, the CTI server 5 identifies and identifies the telephone numbers of the mobile phone 1 corresponding to the operator ID and the mobile phone 7 corresponding to the administrator ID. A push notification request, a group call command, and a telephone number thereof with the mobile phone 1 designated as the destination of the push notification are transmitted to the push notification server 6 (step S14).

Here, the administrator designated by the operator in the terminal device 4 specifies by the administrator ID, but instead, the telephone number of the administrator's mobile phone 7 may be used directly. As the administrator's mobile phone 7, one capable of group communication with the operator's mobile phone 1 (for example, one of the same carrier) is used.

When the push notification server 6 receives the push notification request, the group call command, and the telephone number, the push notification server 6 transmits the group call command and the push notification including the telephone number to the mobile phone 1 designated by the push notification request ( Step S15).

When the mobile phone 1 receives the push notification, the mobile phone 1 specifies a telephone number included in the push notification and transmits a group call request (step S16).

Then, the group call request is received by the designated administrator's mobile phone 7, and the administrator operates the mobile phone 7 to participate in the group call. As a result, a group call by the other party, the operator, and the group operator is started (step S17). However, at that time, during the group call period, the voice input of the mobile phone 7 is continuously muted, and the talk from the mobile phone 7 to the mobile phone 1 or the business destination (call destination) is prohibited and managed. The person only listens to the call between the operator and the business partner (call destination).

After that, when the call ends and the voice call line is disconnected (step S18), the mobile phone 1 transmits the call log (outgoing time, call time, etc.) and recorded data to the CTI server 5 (step S21). After transmission, the mobile phone 1 erases the recorded data in the mobile phone 1.

When the CTI server 5 receives the call log and the recorded data from the mobile phone 1, the CTI server 5 stores the call log and the recorded data in a database in association with the operator ID corresponding to the mobile phone ID of the mobile phone 1, the business destination of the current call, and the like. It is stored in (step S22).

Further, the operator inputs related information (memo, memorandum, impression, impression, etc.) regarding the destination, the call, and the like into the terminal device 4 during the call or immediately after the call ends. When the terminal device 4 receives the related information (step S23), the terminal device 4 transmits the related information to the CTI server 5 (step S24). When the CTI server 5 receives the related information from the terminal device 4, the CTI server 5 stores the received related information in the database in association with the operator ID, the business destination of the current call, and the like (step S25).

In this way, the operator can make a call to the business partner using the mobile phone 1, and the administrator of the operator can use the mobile phone 7 to make a call between the operator and the business partner. You can listen to the contents of the call (conversation).

In addition, during the group call period (the period from step S17 to step S18), the administrator listening to the operator's call uses the administrator advice function to give advice (text or voice) to the operator as follows. ) Can be provided.

FIG. 8 is a diagram showing an example of an advice transmission screen displayed on the terminal device 8 in the telephone business CTI system shown in FIG. FIG. 9 is a diagram showing an example of advice displayed on the mobile phone 1 in the telephone business CTI system shown in FIG.

When the administrator decides that it is better to provide some advice to the operator while listening to the operator's call, the administrator uses the terminal device 8 to provide the advice. At that time, for example, the terminal device 8 detects the advice voice of the administrator with a microphone (not shown), samples the voice signal to generate voice data, and based on the voice data, with respect to the detected advice voice. The advice text is generated by performing the voice recognition process, and the advice data indicating the generated advice text is transmitted to the CTI server 5 via the network 3.

Specifically, for example, the terminal device 8 accepts the input of the advice specified by the administrator as follows (step S31).

First, the administrator operates the terminal device 8 to log in, notifies the CTI server 5 of his / her administrator ID, and the terminal device 8 receives the advice transmission screen from the CTI server 5 according to the operation of the administrator. The screen data is downloaded and the advice transmission screen as shown in FIG. 8, for example, is displayed. For example, as shown in FIG. 8, the advice transmission screen displays a list 301 of operators managed by the administrator. Then, in the list 301, the operator's name, an image (mark or text) indicating that the call is in progress, a voice input text advice key 302, and a voice advice key 303 are displayed corresponding to each such operator. The image indicating that the call is in progress and the advice keys 302 and 303 are displayed only for the operator in the list 301 during the call.

The text advice key 302 is a soft key for inputting text advice by voice input based on, for example, WebSpec API. The voice advice key 303 is a soft key for inputting voice advice by voice input based on, for example, WebSpec API.

Further, on the advice transmission screen, a recording start key 311, a recording end key 312, an advice text field 313, and an advice transmission key 314 are displayed.

The recording start key 311 is a soft key that starts the above-mentioned voice input (that is, storage of voice data of the detected voice). The recording end key 312 is a soft key that ends the above-mentioned voice input. The advice text field 313 is a field for displaying the advice of the text specified by the administrator. In the advice text field 313, the text obtained by converting the advice of the voice input voice by the voice recognition process is displayed, or the text input by the keyboard is displayed. The text advice displayed in the advice text field 313 can be edited according to the operation of the administrator on the keyboard or the like. In addition, the administrator may input all text advice with an input device such as a keyboard without inputting voice. The advice transmission key 314 is a soft key for transmitting the input voice data or text data of the advice as advice data.

For example, if the administrator operates the input device of the terminal device 8 and the press of the text advice key 302 is detected and then the press of the recording start key 311 is detected, the terminal device 8 cannot be shown according to the operation. When the administrator's voice collection is started by the microphone and the recording end key 312 is detected, the sound is collected during the period from the detection of the recording start key 311 to the detection of the recording end key 312. A voice recognition process is executed on the obtained voice data, and the text data (that is, text advice) corresponding to the voice is displayed in the advice text field 313.

After that, when the press of the advice transmission key 314 is detected, the terminal device 8 uses the text data displayed in the advice text field 313 as the advice data, and the CTI server 5 together with the advice command including the operator ID of the selected operator. (Step S32). In the case of the above-mentioned advice transmission screen, the operator corresponding to the pressed advice keys 302 and 303 is selected.

In the case of voice advice, the voice advice key 303 is pressed, similarly, the recording start key 311 and the recording end key 312 are pressed, the administrator's voice is input, and the terminal device 8 performs voice data in a predetermined data format. Is generated as advice data, and when the pressing of the advice transmission key 314 is detected, similarly, voice data as advice data is transmitted to the CTI server 5 together with the above-mentioned advice command.

When the CTI server 5 receives the advice command and the advice data, the CTI server 5 identifies the mobile phone 1 corresponding to the operator ID included in the advice command, and pushes the specified mobile phone 1 as the transmission destination of the push notification. The notification request and the advice data are transmitted to the push notification server 6 (step S33).

When the push notification server 6 receives the push notification request and the advice data, the push notification server 6 transmits the push notification including the advice data to the mobile phone 1 designated by the push notification request (step S34).

When the mobile phone 1 (CTI application 33) receives the push notification, the mobile phone 1 (CTI application 33) outputs the advice based on the advice data included in the push notification (step S35). At that time, if the advice is text, the mobile phone 1 displays the advice 401 as shown in FIG. 9 (in this case, of course, the advice is not sent to the call destination). On the other hand, when the advice is voice, the mobile phone 1 reproduces the advice data (voice data) and sends the voice to the operator (such as by the speaker of the headset used by the operator) so that the callee cannot hear the advice. Output.

In this way, during a call, the administrator listening to the operator's call provides advice to the operator. The operator refers to the advice and continues the call. Similarly, the administrator may provide advice to the operator multiple times.

As described above, according to the above embodiment, the CTI server 5 (a) from the terminal device 4 operated by the operator, issues a transmission command indicating the telephone number of the business destination designated by the operator from the terminal device 4. Upon receiving and receiving the transmission command, the operator's mobile phone 1 is specified, (b) the specified mobile phone 1 is specified, and a push notification request including the transmission command is transmitted to the push notification server 6. When the push notification server 6 receives the push notification request, it transmits a push notification including a transmission command to the mobile phone 1 designated by the push notification request. When the mobile phone 1 receives the push notification, it makes a call to the telephone number of the business destination designated by the transmission command included in the received push notification.

As a result, if there is a terminal device 4 connected to the network 3 and a mobile phone 1 (that is, an operator) exists within the range of the mobile phone network 2, this system uses the mobile phone 1 to go to a business destination. Since it is possible to make a phone call, the operator can carry out telephone sales not only in the center but also by teleworking. At that time, since it is not necessary to establish direct communication between the mobile phone 1 and the terminal device 4, it is not necessary to install software (driver, etc.) for communication with the mobile phone 1 in the terminal device 4. Even if the terminal device is not managed by the operator, it can be used as the terminal device 4 described above.

Further, according to the above embodiment, the CTI server 5 manages (a) during a call between the operator's mobile phone 1 and the business partner during a period in which a group call is set between the mobile phone 1 and the mobile phone 7. When the advice data indicating the advice from the administrator to the operator is received from the terminal device 8 operated by the operator and the advice data is received, the operator's mobile phone 1 is specified, and (b) the specified mobile phone 1 is identified. Designate and send a push notification request including advice data to the push notification server 6. When the push notification server 6 receives the push notification request, it transmits a push notification including the advice data to the mobile phone 1 designated by the push notification request. When the mobile phone 1 receives the push notification, it outputs advice based on the advice data included in the received push notification to the operator.

As a result, the advice data is also transferred using the communication system (that is, the push notification system) used to transfer the outgoing call command to the mobile phone 1, so that a chat system or the like is not separately introduced. In a CTI system using a mobile phone assigned to an operator, an administrator advice function is realized at low cost.

It should be noted that various changes and modifications to the above-described embodiments will be apparent to those skilled in the art. Such changes and modifications may be made without departing from the intent and scope of the subject and without diminishing the intended benefits. That is, it is intended that such changes and amendments are included in the claims.

For example, in the above embodiment, the CTI server 5 and the push notification server 6 may be provided in the same server device. Further, in the above embodiment, a portable personal computer, a tablet terminal, or a mobile phone 1 may be used as the terminal device 4. Further, in the above embodiment, a portable personal computer, a tablet terminal, or a mobile phone 7 may be used as the terminal device 8.

Further, in the above embodiment, the GCM server is exemplified as the push notification server 6, but the push notification server 6 establishes the socket communication with the mobile phone 1 and sends the above-mentioned push notification by the socket communication. It may be transmitted to the mobile phone 1. In that case, for example, first, the mobile phone 1 sends a connection request to the push notification server 6 in advance, and when the push notification server 6 receives the connection request, the mobile phone 1 and the push notification server 6 communicate with each other. , A virtual line is established by socket communication. After that, bidirectional communication becomes possible between the mobile phone 1 and the push notification server 6.

Further, in the above embodiment, the operator performs an operation indicating that the advice has been confirmed after the output of the above advice to the terminal device 4, and the terminal device 4 transmits an advice confirmation notification to the CTI server 5 according to the operation. Then, when the CTI server 5 receives the advice confirmation notification, the CTI server 5 transmits the advice confirmation notification to the terminal device 8 of the administrator who has transmitted the advice data, and when the terminal device 8 receives the advice confirmation notification, the advice is an operator. It may be displayed that the confirmation has been made.

The present invention is applicable, for example, to a CTI system for telephone sales.

1 Mobile phone (an example of the first mobile phone)
4 Terminal device (an example of the first terminal device)
5 CTI server 6 Push notification server 7 Mobile phone (an example of the second mobile phone)
8 Terminal device (an example of the second terminal device)

Claims (4)

With a CTI server connected to a wide area network,
The push notification server connected to the wide area network and
It is equipped with a first mobile phone for a telephone sales operator that can be connected to the wide area network.
The CTI server (a) receives a call command indicating the telephone number of the business destination selected by the telephone sales operator from the first terminal device operated by the telephone sales operator, and receives the call command. The operator identifies the first mobile phone, (b) designates the identified first mobile phone, and transmits a first push notification request including the transmission command to the push notification server.
When the push notification server receives the first push notification request, the push notification server transmits the first push notification including the transmission command to the first mobile phone designated by the first push notification request.
When the first mobile phone receives the first push notification, the first mobile phone calls the telephone number of the business destination specified by the transmission command included in the received first push notification.
The CTI server makes a group call between (a) the first mobile phone and the second mobile phone for an administrator who provides advice to the telephone sales operator during a call between the first mobile phone and the business partner. During the set period, advice data indicating advice from the administrator to the telephone sales operator is received from the second terminal device operated by the administrator, and when the advice data is received, the telephone sales operator The first mobile phone is specified, (b) the specified first mobile phone is specified, and a second push notification request including the advice data is transmitted to the push notification server.
When the push notification server receives the second push notification request, the push notification server transmits the second push notification including the advice data to the first mobile phone designated by the second push notification request.
When the first mobile phone receives the second push notification, it outputs advice based on the advice data included in the received second push notification.
CTI system for telephone sales featuring. Further equipped with the second mobile phone,
The second mobile phone continuously mutes the voice input of the second mobile phone for the period in which the group call is set.
The CTI system for telephone business according to claim 1. The CTI server receives a group call command designating the administrator from the first terminal device of the telephone sales operator, and when receiving the group call command, identifies the first mobile phone of the telephone sales operator. By designating the specified first mobile phone, a third push notification request including the group call command is transmitted to the push notification server.
When the push notification server receives the third push notification request, the push notification server transmits a third push notification including the group call command to the first mobile phone designated by the third push notification request.
When the first mobile phone receives the third push notification, the first mobile phone sets the group call with the second mobile phone of the administrator designated by the group call command included in the received third push notification. To do,
The CTI system for telephone business according to claim 1. The second terminal device detects the advice voice of the administrator, generates an advice text by performing voice recognition processing on the detected advice voice, and obtains the advice data indicating the generated advice text. Send to CTI server,
When the first mobile phone receives the second push notification, the first mobile phone displays the advice text based on the advice data included in the received second push notification.
The CTI system for telephone business according to claim 1.

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