JP3287630B2 - Phone guidance system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone guidance system, such as a home delivery guidance, for automatically making a telephone call to a predetermined partner and providing a predetermined guidance.

[0002]

2. Description of the Related Art In recent years, courier companies tend to increase the amount of luggage handled every year, so that distribution management from collection (or reception) of the luggage to delivery is properly performed. It is desired to introduce a management system that can be used. In particular, when delivering packages, it is not uncommon for the recipient to be unable to deliver the package as scheduled due to his absence, and the expenses required for storage and re-delivery of the package that could not be delivered cannot be ignored. In order to reduce such unnecessary expenses, for example, it is strongly desired to introduce a telephone guidance system capable of informing a recipient in advance that there is a package to be delivered.
Alternatively, if you leave it to a third party and receive it when you are absent, it is currently insufficient to make sure that you have received it after the fact, and such confirmation is performed automatically by telephone It is also desired to introduce a telephone guidance system.

[0003]

However, at present, the home delivery guide system as described above has not been realized.
In particular, in the former case, if the package cannot be delivered to the recipient even by re-delivery, the package must be returned to the sender. Of course, the cost of returning this package is, of course, not negligible.

[0004] In addition, by automatically transferring messages over a telephone line in various types of business, business efficiency can be improved.
It is thought that the service can be improved, but a telephone guide system suitable for the service has not been realized yet.

[0005] The present invention has been made based on such circumstances, and an object of the present invention is to provide a telephone guidance system capable of automatically transferring a message using a telephone line. And

[0006]

One example of the configuration of the telephone directory system of the problem solving means for the invention, and automatically makes a telephone call Autodial means previously designated time, the telephone line is Ru are connected by the auto-dialing means And sound signal and nothing
Judgment to judge whether it is an answering machine from comparison of sound signals
It is determined that it is not an answering machine by the disconnecting means and the determining means
When the discrimination means for inputting a message sending means for sending a message represented respectively in correspondence to the plurality of number multiple questions to the other party, a number other party has operated in accordance with the message, to determine the respective state of a partner It is composed of

[0007]

Further, when the judgment means judges that the other party is an answering machine, a predetermined notification message is sent by the notification message sending means . Can be notified.

A specific example of the telephone guidance system of the present invention is a home delivery guidance system using telephone guidance. This system includes a receipt confirmation auto-dial means for automatically calling a recipient of a package at a time designated in advance, and a telephone line connected as a result of making a call by the receipt confirmation auto-dial means. Operation message sending means for sending a plurality of question items relating to delivery of the package as operation messages corresponding to a plurality of numbers, respectively, and the receiver according to the operation message sent to the telephone line by the operation message sending means. Has a baggage receipt information identifying means for obtaining information on the receipt of the baggage, for example, a time zone suitable for receiving the baggage, whether or not the baggage has already been received, according to the number operated by the telephone. Automatically provide advance or subsequent guidance to the recipient of items related to package delivery using telephone lines Door can be.

[0010] Another configuration example of the present invention includes:
Yes and automatically makes a telephone call Autodial means previously specified time, when the telephone line is connected by the auto-dialing means, the other party that a call is whether the answering machine
An answering machine determining means for determining from a comparison between a sound signal and a silent signal, and a message when the other party determines that the other party is an answering machine and when the other party determines that the other party is at home by the answering machine determining means. It is configured as a telephone guidance system having message supply control means for controlling the sending method to be different.

When the answering machine discriminating means determines that the other party is an answering machine, as one example, no message is sent. As another example, a message different from the message sent when the user is at home is sent.

Further, in this telephone guidance system, when the other party is at home, there is provided voice recording means for recording the voice uttered by that person. In this case, it is not a one-way message transfer from the telephone guidance system but an interactive telephone guidance system.

[0013]

According to the present invention, various kinds of guidance can be sent to a predetermined partner via a telephone line. According to one configuration example, even if it is an answering machine, this can be determined and various kinds of guidance can be sent only when the user is at home. In the case of an answering machine, a predetermined notification message can also be sent. Then, for example, by applying this telephone guidance system to a home delivery guidance system, when a package is delivered by a home delivery company, information on the delivery of the package is automatically given to the recipient in advance or afterward using a telephone line. Can be done to
Delivery of the package can be performed extremely efficiently. Also,
According to another configuration, the voice generated by the other party can be recorded, and the intention of the other party can be easily confirmed.

[0014]

Embodiments of the present invention will be described below in detail with reference to the drawings. First, FIG. 1 is a block diagram showing a hardware configuration of a home delivery guidance system (telephone guidance system) according to one embodiment of the present invention.

As shown in FIG. 1, the home delivery guide system according to the present embodiment includes a CPU (central processing unit) 11 inside a main body 1 of the home delivery guide system.
11 includes a memory (RAM: random access memory) 12, a hard disk (HD) 13, an I / O port (I / O is input / output) 14, and a board 15
Are connected inside. That is, a host device such as a personal computer or a workstation can be used as the device main body 1. The display 2 is connected to the CPU 11 of the apparatus main body 1.
4, a keyboard 3 and a printer 4 are connected, and a board 15 is connected to a telephone 5 and a telephone line 6, respectively.

As shown in FIG. 1, the board 15 includes an analog / digital converter (A / D converter) (not shown),
It incorporates a digital / analog converter (D / A converter) and memories 15a and 15b (having a so-called exchange buffer function). An audio signal input via the telephone line 6 or an audio signal input from the telephone 5 is converted into digital data by the above-described A / D converter at a predetermined sampling cycle, and the audio signal converted into digital data is Memory 1
It is stored in one of 5a and 15b. Then, from the other memories 15a and 15b to which writing is not being performed, the CPU 1
The audio signal is sent to the above-described hard disk 13 via the storage unit 1 and stored. Conversely, the audio signal read from the hard disk 13 and alternately stored in the memories 15a and 15b is converted into an analog signal by a D / A converter at a predetermined sampling cycle and output to the telephone 5 or the telephone line 6. Is done. The board 15 also includes a tone data / code converter (not shown) for converting the tone data into a corresponding code, and converts the tone data input from the telephone line 6 or the like into the corresponding code. Output to

FIG. 2 is a diagram showing a memory configuration of each of the memory 12 and the hard disk 13 shown in FIG. As shown in FIG. 1A, the memory 12 serving as a RAM includes an area 121 used by an OS system (OS is an operating system; the same applies hereinafter), a home delivery guide system work area 122, and a home delivery guide system. The program area 123 is reserved, and the area below this is an empty area 124. On the other hand, as shown in FIG. 2B, a home delivery guide system program area 132 and a file area 133 are secured on the hard disk 13 following the OS system area 131.

The home delivery guide system work area 122 secured in the memory 12 temporarily stores various data used when the CPU 11 executes a program (described later) for operating the home delivery guide system. This is an area for storing or performing necessary calculations based on these various data. The home delivery guide system program area 123 secured in the memory 12 is an area for actually storing a program for operating the home delivery guide system. Provided from the guidance system program area 132. That is, a program for operating the home delivery guide system is constantly stored in the home delivery guide system program area 132 on the hard disk 13 regardless of the operation state of the system. Data is written from the program area 132 to the home delivery guidance system program area 123 on the memory 12 side, and is executed by the CPU 11. The file area 133 secured on the hard disk 13 includes “slip number”, “recipient name”, “telephone number”,
Voice (message) that records customer data such as “date” and “contact time zone” (“customer” is the same as “recipient”) or sends it to the recipient of the package via the telephone line 6 On the contrary, it is an area for recording a voice (message) sent from the recipient of the package via the telephone line 6.

Next, the outline and operation of the functions of the home delivery guidance system (telephone guidance system) configured as described above will be described. First, the home delivery guide system has a function of automatically calling a recipient at a predetermined time to inform the recipient of the fact that the delivered package has been received. Further, the state of the telephone call to the recipient, that is, various states such as whether the telephone is busy, an answering machine, or a halfway call is determined, and the various states are determined. Is provided with a function of performing a process according to. Further, the home delivery guide system has a function of digitally recording a message from a package receiver when the receiver answers the call. In order to realize these functions, the home delivery guide system includes six items of “data entry”, “receipt confirmation”, “receipt list”, “contact required list”, “data maintenance”, and “message change”. Menus are prepared. Hereinafter, the operation of the home delivery guide system in each of these menus will be described in order.

FIG. 3 is a view showing a "menu" screen displayed on the display 2 shown in FIG. As shown in the figure, the “Menu” screen displays
"1. Data entry", "2. Receipt confirmation", "3. Receipt list", "4. Contact required list", "5. Data maintenance", and "6. Message change" are displayed. In the lower section of the "menu" screen, "end" is displayed in correspondence with the function key F.10 of the keyboard 3.

Here, the outline of the processing in each menu will be described. "1. Data input" means "slip number", "recipient name", "telephone number", "date" and "contact time zone". "2. Receipt confirmation" displays a list of customer data of recipients who have not been contacted by telephone and are in the "not contacted" state. This is a process for making a telephone call to the recipient based on the "contact time zone" input as data. The “3. Receiving list” is a process for displaying a list of customer data of the recipients whose “received” of the package has been confirmed, and the “4. List the customer data of the recipients in the "contact required" state,
This is a process for listening to a message sent from the recipient via the telephone line 6. Further, “5. Data maintenance” displays a list of customer data of all recipients,
"6. Message change" is a process for deleting or correcting the customer data, and "6. Message change" is for changing or reproducing an operation message when guiding the recipient that there is a package to be delivered. Processing. Hereinafter, the processing of the CPU 11 when the operator (the person operating the home delivery guidance system) selects this menu will be described.

FIG. 4 shows a CPU for allowing the operator to select a menu on the "menu" screen shown in FIG.
11 is a flowchart for explaining the processing of No. 11. As shown in the figure, when the operator of the home delivery guide system turns on the power of the apparatus main body 1 and starts the system (step (hereinafter referred to as S) 0), the CPU
11 displays a "menu" screen on the display 2 (S1), and prompts the operator to select a menu on the screen of the display 2 (S2). Then, when the operator operates the cursor keys or numeric keys (“1” to “6”) of the keyboard 3 to select one of the menus and then presses the enter key, the CPU 11 executes a menu corresponding to the operation of the operator. Is performed (S3), and further, processing corresponding to the selected menu, that is, data input processing, reception confirmation processing, reception list processing, required contact list processing, data maintenance processing, or message change processing is performed. (S4 to S9). If the CPU 11 determines that the operator has pressed the function key F · 10 (“end”) of the keyboard 3 (S3 and S10), the CPU 11 ends all the processing (S11).

Subsequently, on this "menu" screen,
The operation of the home delivery guidance system when the operator selects "1. Data input" will be described. FIG. 5 is a diagram showing a “data input” screen displayed on the display 2 shown in FIG.

As shown in the figure, on the "data entry" screen, "slip number", "recipient name", "telephone number", "date", and "contact time" are displayed as customer data for one person. Obi ”is displayed. In the lower section of the "data input" screen, "registration" and "previous screen" are displayed corresponding to the function keys F.1 and F.10 of the keyboard 3, respectively.

Here, "date" and "contact time zone"
Is for specifying the date and time when this home delivery guidance system guides the recipient that there is a package to be delivered, and the current date and time is displayed on the initial screen. I have. The types of characters that can be entered in the respective customer data fields are only numbers and hyphens in the "slip number" and "telephone number" fields, and are not applicable in the "recipient name" field. Chinese characters,
Only hiragana and katakana. In the "Date" column, only numbers can be entered (however, the last two digits of the year are for the calendar year), and in the "Contact time zone" column, values from "0" to "23" It is possible to enter only numbers. Hereinafter, the processing of the CPU 11 when the operator inputs the customer data will be described.

FIG. 6 shows C when the operator inputs customer data on the "data input" screen shown in FIG.
6 is a flowchart for explaining processing of a PU11. As shown in the figure, when the operator of the home delivery guide system selects “1. Data input” on the above “Menu” screen, the CPU 11 executes the data input process (S
4) is executed to display a “data input” screen on the display 2, and on the screen of the display 2, the operator is sequentially given “slip number”, “recipient name”, “telephone number”, “date”. , And "contact time zone" are prompted (S401 to S405). If the CPU 11 determines that the operator has pressed the function key F · 10 (“previous screen”) of the keyboard 3 (S406), the “data input” screen currently displayed on the display 2 is switched to the previous screen. After making changes,
The process is returned to "I" in FIG. 4 to display the "menu" screen.

Next, on the screen of the display 2, the CPU 11 prompts the operator to make an input by using a function key (S407), and judges the number of the function key (S408). Here, when the CPU 11 determines that the operator has pressed the function key F · 10 (S409), the CPU 11 changes the “data input” screen currently displayed on the display 2 to the previous screen, and then performs the above-described operation. The process is returned to "I" in FIG. 4 and the "menu" screen is displayed.
If it is determined that 1 (“Registration”) is pressed (S41
0), assuming that each customer data is to be registered, the registration of the customer data is confirmed (S411). When confirming the registration of the customer data, for example, a sentence such as “Register the input data. Are you sure? (Y / N)” may be displayed on the screen of the display 2. When the CPU 11 determines that the operator has pressed the “N” key of the keyboard 3, the process returns to the above-described S 401 and thereafter to prompt the operator to input customer data again. If it is determined that the "Y" key has been pressed, the registration of the customer data displayed in each column of the display 2 is executed (S412), and the target customer data is recorded in the file area 133 of the hard disk 13, The process returns to the above-mentioned step S401 and thereafter, and prompts the operator to input customer data again.

In the above-mentioned processing, when the function key F.1 is depressed in a state where some of the customer data is not inputted, or the double registration of the "slip number" (for other packages) For example, when a “slip number” to be attached is input), an error message indicating each state may be displayed on the screen of the display 2. Then, when the above series of processing is completed, it becomes possible to newly input customer data relating to the recipient of another package.

Subsequently, in the "menu" screen,
The operation of the home delivery guide system when the operator selects “2. FIG. 7 is a diagram showing a “receipt confirmation” screen displayed on the display 2 shown in FIG.

[0030] As shown in the figure, the "receipt confirmation" screen displays customer data of any number of recipients (unlisted persons in this screen) in the "not notified" state. ,
"Slip number", "Recipient name", "Phone number", "Date" and "Time"("Contact time zone") are displayed, and whether or not a telephone call was made, together with customer data of these uncontacted persons Is also displayed. Of course, "not notified" is displayed in this "state" column. In addition, in the lower section of the “receipt confirmation” screen, “execute”, “previous page”, “previous page”, respectively correspond to the function keys F · 1, F · 7, F · 8 and F · 10 of the keyboard 3. "Next page" and "Previous screen (or cancel)" are displayed. Hereinafter, the processing of the CPU 11 when displaying a list of customer data of the uncontacted persons and making a telephone call will be described.

FIG. 8 is a flowchart for explaining the processing of the CPU 11 when a telephone call is made by displaying a list of uncontacted customer data on the "receipt confirmation" screen shown in FIG.

As shown in the figure, the operator of the home delivery guide system displays the message "2.
When the "receipt confirmation" is selected, the CPU 11 executes a receipt confirmation process (S5), and causes the display 2 to display a "receipt confirmation" screen showing a list of uncontacted customer data (S5).
01), on the screen of the display 2, the operator is prompted to make an input by using a function key (S 502), and the number of the function key is determined (S 50).
3). At this time, if the CPU 11 determines that the operator has pressed the function key F · 10 (“previous screen”) (S504), the CPU 11 changes the “receipt confirmation” screen currently displayed on the display 2 to the previous screen. After that, the process returns to the above-mentioned “I” in FIG. 4 to display the “menu” screen.
If it is determined that 1 (“Execute”) is pressed (S50
5) Assuming that a telephone call is to be made to the uncontacted person, the board 15 is controlled to put the automatic dialing for the predetermined uncontacted person in a standby state (S506). In this state, the operator presses the function key F · 10 (pressing the function key F · 10 at this time means “stop”).
If it is determined that is pressed, the process is stopped (S50).
7) The process is returned to the above-mentioned step S502 and thereafter, and the operator is again prompted to input by the function keys.

Next, when the CPU 11 sets the auto dial for the predetermined uncontacted person to the standby state, the CPU 11 changes the standby state to the “contact time zone” previously input as the customer data on the “data input” screen. When the current time has reached the time designated by the “contact time zone” (S508), the board 15 is controlled to activate the automatic dialing for the predetermined uncontacted person. (S509). Then, the CPU 11 executes the board 1
5 to monitor the state of the telephone line 6 to determine whether an incoming call signal has been obtained (S510). If it is determined that the incoming call signal has not been obtained even after a predetermined time has elapsed, Determines that a predetermined uncontacted person is absent or busy, and returns the processing to the above-mentioned S508 and thereafter to activate an automatic dial for the next person. Alternatively, the automatic dial is activated at a predetermined time for the same person. On the other hand, when it is determined that the above-mentioned incoming call signal is obtained within the predetermined time (Yes in S510), it is further determined whether or not the telephone of the predetermined non-contact person is an answering machine (S51).
1). At this time, if the CPU 11 determines that the telephone of the predetermined uncontacted person is an answering machine (YES in S510)
es), the process is returned to the above-mentioned S508 and thereafter, and the automatic dial is activated again, and the process is continued only when it is determined that it is not an answering machine. The details of the answering machine determination process at this time will be described later.

Next, when the telephone line 6 is connected to a predetermined uncontacted person as described above, the CPU 11 operates the operation message (the hard disk 13) stored in the home delivery guidance system work area 122 of the memory 12. (S512), and the operation message is transmitted to the telephone line 6 via the board 15. The operation message includes an “operation message” for explaining an operation method of the home delivery guidance system on the side of an uncontacted person, and a “talk message” for first transmitting a caller name to the uncontacted person. (For example, "This is XX Transport"), and a "end message" (for example, "Thank you") for notifying the uncontacted person at the end. Of these, the content of the operation message is, for example, "I have received your luggage, but have you received it already? If you have received it, number 1; if you have not received it, number 3; Please dial or push number 5 if you have a message. " As will be described later, these messages can be changed in various ways. For example, "If the morning is convenient in the morning tomorrow, number 1; if the afternoon is convenient, number 3" Please dial or push. If it is convenient at other times, dial or push number 5 and enter your message. " Then, a predetermined uncontacted person performs an operation corresponding to the operation message to perform a user process (“user” is the same as “recipient”; here, “uncontacted person”) (S513).
After hearing the operation message (S514), the user inputs the number specified by the operation message ("No. 1,""No.3," or "No. 5"), and further, if necessary. By inputting the message (S515), the user process ends (S516).

In response to the user process, that is, the number input by the user as described above is given via the telephone line, so that the CPU 11 determines what number is (S517). If it is determined that the number is "No. 1", it is recognized as "received" (S51).
8) If it is determined to be "No. 3", it is recognized as "contact required" (S519), and if it is determined to be "No. 5", a message (user message) is input to the user. An operation message (operation message) for prompting the user is reproduced (S520), and the user message is transmitted to the file area 1 of the hard disk 13.
33 (S521). Further, the CPU 11 recognizes that the number has not been determined when the telephone number of the user cannot be determined because the user's telephone call is cut off (S52).
2).

Thereafter, if the CPU 11 determines that there is no other uncontacted person's data (there is no data left), the CPU 11 returns the process to the above-mentioned S502 and thereafter, and prompts the operator to input again with the function keys. On the other hand, if it is determined that data of another uncontacted person exists (remains), the process is returned to the above-mentioned S508 and thereafter, and the automatic dial is activated again. At this time, for the same uncontacted person, for example, the auto dial is activated up to the number of times specified in advance.

Here, the answering machine determination process (S511) will be described. FIG. 9 is a flowchart specifically illustrating the answering machine determination process (S511) shown in FIG. That is, first, when the other party picks up the receiver (ST5110), a signal indicating off-hook is supplied to the CPU 11 via the telephone line 6 and the board 15, and is recognized as the above-mentioned incoming call signal. However, the output of the above-mentioned incoming call signal includes both the case where the other party actually picks up the telephone and the case where the telephone goes off-hook by the automatic answering function of the answering machine. Perform (ST5111). For this determination processing, various methods are conceivable, and it is determined whether or not it is an answering machine by any of the methods described below (ST5).
112 is Yes or No).

Hereinafter, a specific method of determining an answering machine will be described. First, the answering machine shown in FIG.
This is a discrimination method based on the ratio of the voiced time to the silence time in S seconds (answering machine discrimination method I). In general, the voice transmitted from the other party differs between an answering machine and a home. FIG. 11 is a diagram for explaining this. The patterns shown in FIG. 7 (a) and (b) show the case of an answering machine, and FIG. 7 (c) shows the case of being at home. In other words, as shown in (a) of the same figure, the voice message from the answering machine is "Yes xx" in the example.
Please give me a message after the dial tone ", or as shown in (b) of the same figure," Hello, please give me a message after the dial tone "
Is activated and the response message is played unilaterally.
It is understood that the time of voiced speech is long. On the other hand, as shown in (c) of the figure, when the voice of the response from the home resident does not respond, as shown in the example of “Yes XX ... Hello! It is understood that the time of no sound is long and the sound is irregularly short. Therefore, it is determined whether or not the telephone is an answering machine by utilizing such a difference in voice between the case of the answering machine and the case of the resident. Specifically, as shown in FIG. 10 described above, first, when a voice is input from the other party, the voice counter starts counting immediately (ST5113). Please leave a message after the count of voice input. After that, when the above-mentioned sound input is completed, the counting of the sound counter is ended (S
T5114), the counting of the silence counter is started immediately (S5114).
T5115), when a predetermined time (S seconds) has elapsed since the activation of the first voice counter, the counting of the silent counter is terminated (ST5116, ST5117). Thereafter, the CPU 11
Is the counting time t of the voice counter occupying a predetermined time (S seconds)
And the count time t 'of the silence counter is compared (ST51).
17 '). Here, when the voiced time t is shorter than the silence time t '(No in ST5117'), it is determined that the voice is a response to the resident. That is, this case is described in FIG.
To explain using (c) of FIG. 1, since a person actually speaks at home, the voiced time t in a predetermined time (for example, s) is shorter than the silent time t ′, and can be determined as described above. On the other hand, when the sound time t is longer than the silence time t ′ (ST51)
17 'is Yes), which is determined to be voice by answering machine. That is, this case will be described with reference to FIG. 11B. In the case of an answering machine, the voiced time t in a predetermined time (for example, s ′) is longer than the silent time t ′, and as described above, I can judge. Therefore, by performing such processing, the CPU 11 can determine whether the other party of the call is an answering machine or at home. The predetermined time s is:
Although s and s 'are shown differently in FIGS. 11 (b) and 11 (c), they are actually different from each other in the same length between the voiced time t and the silence time t'. Make a comparison. Therefore, in the case of an answering machine, the time S may elapse during the reproduction of the message.

Next, the method shown in FIG. 12 is to judge the answering machine from the voiced speech and the non-speech following it (answering machine discrimination method II). This method also makes a decision on answering machine by using the fact that the playback time of a response message in the case of answering machine is longer than the time when a person actually speaks at home.

First, when the voice transmitted first is recognized, the counter is started (ST5118). After that, even if the voice is temporarily cut off (ST5119, ST5120), the counting process is continued and the input of the voice ends (ST5119, ST5120). ST512
1) Or, end the clock counting process when a predetermined set time (T ") is reached. The sound counter counts the sound time (and silence time) from the start to the end of the sound.
If a voice is still input after a predetermined time (T) has elapsed (Yes in ST5122), it is determined that the telephone is an answering machine. That is, in this case, as described in the example of FIG. 11B described above, in the case of an answering machine, the response message is usually long, and when a predetermined time (T) has elapsed, the response message is being reproduced, so that the answering machine is an answering machine. Can be determined. On the other hand, when the predetermined time (T) has elapsed, if no voice has been input (S
T5122 is No), and it is determined that the user is at home. That is, in this case, as described with reference to the example of FIG. 11C, the resident stops the normal talk after responding with a short word, so that if there is no voice input after a lapse of a predetermined time (T), as described above, I can judge. Therefore, by performing such processing, the CPU 1
1 can determine whether the other party is an answering machine.

FIG. 13 shows an answering machine discrimination method based on the ratio of voiced speech to non-voiced speech (answering machine discrimination method II).
I). In this method, for example, when a response message is input from the other party, for example, "Yes, please give me a message after the dial tone," the voice counter is activated (ST51).
23) Count the sound duration. Thereafter, when the voice input ends (ST5124), the counting of the silence counter is started immediately (ST5125), and the silence time is counted (ST512).
6). Then, the CPU 11 compares the total time t of the response message with the silence time t ', and when the silence time t' continues longer than the total time t of the response message (S
It is determined that T5127 is an answering machine. That is, in the case of an answering machine, there is no sound after the response message is reproduced once, so that the silence time t 'is longer than the total time t described above. On the other hand, when the silent time t 'is shorter than the total time t described above (No in ST5127).
It is determined that the user is at home (No in ST5127). That is, in this case, contrary to the above, the home resident does not remain silent after the response. Therefore, it is also possible to determine whether or not it is an answering machine by performing such processing.

On the other hand, as another method of determining an answering machine,
Further, the following method is also conceivable. FIG. 14 shows an answering machine discrimination method by detecting a dial tone (peep sound) (answering machine discrimination method IV). This method is a method of detecting a dial tone (beep sound) emitted from the other party when it is an answering machine and determining whether or not it is an answering machine. As shown in FIG.
As processing of PU11, confirmation processing of a constant-frequency outgoing sound input via a filter or the like is performed (ST512).
8), CPU 11 determines whether or not the dial tone has been input (ST5129). When a dial tone is detected, it is determined that the telephone is an answering machine (Yes in ST5129), and when a dial tone is not detected, it is determined that the user is at home (ST5129).
Is No).

FIG. 15 shows a method for identifying an answering machine by voice recognition (answering machine identification method V). That is, in this method, in the case of an answering machine, the words "answering" and "going out" are always included in the response message. Is to confirm. That is, CPU 11 performs voice recognition of the response of the other party (ST5130), and determines that the answering machine is an answering machine if the words "answering" and "going out" are included (ST5131: Yes).
s) It is determined that the user is at home when the above-mentioned words are not included (No in ST5131).

FIG. 16 shows a method for determining whether or not the telephone is an answering machine by requesting (deciding) a certain process from the resident (answering machine identification method VI). That is, to know whether the other party picked up the phone and automatically went off-hook by answering machine or was at home and knew whether the other party actually picked up the handset and went off-hook, for example, a message such as "Press" 1 "if at home" (ST5132). Therefore, CP
U11 determines whether or not the other party has pressed "1" from a signal input via the telephone line 6, and if "1" is pressed (S
If T5133 is Yes), it is determined that the user is at home, and if "1" is not pressed (ST5133 is No), it is determined that the telephone is an answering machine.

Finally, the answering machine determination method shown in FIG. 17 is a determination method based on message recognition (answering machine determination method VII). That is, when a call is made,
A discrimination message is sent from the home delivery guide system (ST51).
34) (That is, in this case, the above-mentioned "talk message" or the subsequent "talk message" or the like is started to be sent from the guidance system to the other party, whether it is an answering machine or at home.) The counter is started (ST5135). Thereafter, the reproduction of the discrimination message ends (ST5136), but the above-mentioned voice counter counts the response (voice) sent from the other party, and when the input of the voice ends, the count-up of the voice counter also ends ( ST5137). Then, assuming that the counting time of the voice counter at this time is t and the predetermined time set in advance is s, it is determined that the telephone is an answering machine when the counting time t of the voice counter is longer than the predetermined time s (Yes in ST5138). . That is, when the answering machine is set, the response message is reproduced regardless of whether or not the discrimination message is sent from the home delivery guidance system. Therefore, the counting time t is equal to the predetermined time s (the message time set in the normal response message). This is because it is always longer than the shorter time. On the other hand, the count time t of the audio counter is equal to the predetermined time s.
If shorter (ST5138 is No), it is determined that the user is at home. In other words, when the home delivery guide system sends a discrimination message at home, the home resident does not speak anything to listen to this message.
This is because it is always shorter.

By any of the above-described determination methods (I to VII), the home delivery guide system can reliably determine whether the called party is an answering machine. Then, the CPU 11
If the series of response messages is a voice generation pattern based on the response of the resident based on the above-described determination result, the operation message is reproduced by executing the above-described processing of S512 and thereafter in FIG. Answering machine identification method VI
In the case of I, the operation message in S512 has been transmitted at least partially. On the other hand, in the case of the voice generation pattern by the answering machine, S5 in FIG.
08 and the subsequent steps are executed to activate the auto dial again.

In the process of FIG. 8 described above, when the series of response messages is a voice generation pattern by an answering machine, that is, when the CPU 11 determines that the user's phone is an answering machine. Although the operation message is not reproduced, the operation message may be reproduced even when the telephone of the user is an answering machine. In this case, for example, "This is XX Transportation. Your luggage will be delivered to you. If you do not mind, please let us know the convenient time for delivery of your luggage. The telephone number is ... May be prepared as an operation message for an answering machine, and when it is determined that the user's telephone is an answering machine, the operation message for the answering machine may be unilaterally reproduced in S512 (S513 and thereafter). Is unnecessary.)

Next, the operation of the home delivery guidance system when the operator selects "3. Receiving list" on the "menu" screen will be described. FIG. 18 is a diagram showing a “receipt list” screen displayed on the display 2 shown in FIG.

As shown in the figure, on the “receipt list” screen, customer data of any number of recipients (recipients in this screen) for which “received” has been confirmed is displayed.
"Slip number", "Recipient name", "Phone number" and "Date" are displayed. In the lower column of the “receipt list” screen, function keys F · 7 of the keyboard 3,
“Previous page”, “next page” and “previous screen” are displayed corresponding to F · 8 and F · 10, respectively. Less than,
CPU 1 for displaying a list of customer data of the recipient
The process 1 will be described.

FIG. 19 is a diagram showing a C when displaying a list of the customer data of the recipients on the “receipt list” screen shown in FIG.
6 is a flowchart for explaining processing of a PU11. As shown in the figure, when the operator of the home delivery guide system selects "3. Reception list" on the "Menu" screen, the CPU 11 executes the reception list processing (S
6) is executed to display a “receipt list” screen showing a list of the customer data of the recipient on the display 2 (S60).
1). At this time, when the screen of a plurality of pages is displayed by operating the function keys F7 and F8, the display of the previous page and the next page can be performed. If the CPU 11 determines that the operator has pressed the function key F · 10 (“previous screen”) of the keyboard 3 (S602), the CPU 11 displays the “receiving list” screen currently displayed on the display 2 on the previous screen. After that, the processing is changed to "I" in FIG.
To display the “Menu” screen.

Subsequently, in the above-mentioned “Menu” screen,
The operation of the home delivery guidance system when the operator selects “4. FIG.
13 is a diagram showing a “contact required list” screen displayed on the display 2 shown in FIG.

As shown in the figure, on the "contact required list" screen, customer data of the receivers (contact required) for an arbitrary number of persons (in this screen, two persons) in the state of "contact required" is displayed. As
"Slip number", "Recipient name", "Phone number", "Date" and "Status" are displayed. This "state"
In the column, "Required contact" or "Required contact (M)" is displayed. If "Required contact (M)" is displayed, it indicates that a message has been sent from the contact required. ing.
In addition, in the lower column of the “List of required contacts” screen, “Message” and “Previous page” are respectively corresponding to the function keys F · 1, F · 7, F · 8 and F · 10 of the keyboard 3. , "Next page" and "previous screen" are displayed. Less than,
The processing of the CPU 11 for displaying a list of customer data of the contact required persons and listening to a message will be described.

FIG. 21 shows the “contact required list” shown in FIG.
It is a flowchart for demonstrating the process of CPU11 for displaying the customer data of a contact required person on a screen and listening to a message.

As shown in the figure, the operator of the home delivery guide system operates the "4.
When the "contact required list" is selected, the CPU 11 executes a required contact list process (S7) to display a "contact required list" screen showing a list of customer data of the required contact on the display 2 (S701). On the screen of the display 2, the operator is urged to input by the function keys (S70).
2) Further, the number of the function key is determined (S703). At this time, if the CPU 11 determines that the operator has pressed the function key F · 10 (“previous screen”) (S704), the CPU 11 changes the “contact required list” screen currently displayed on the display 2 to the previous screen. After the change, the process is returned to the above-mentioned “I” in FIG. 4 to display the “menu” screen. On the other hand, when it is determined that the function key F · 1 (“message”) is pressed, (S705) Assuming that the message of the predetermined contact person is to be heard, the operator is prompted on the screen of the display 2 to select the message (S70).
6). Then, in this state, when the operator operates the cursor key of the keyboard 3 to select the corresponding message of any of the contact persons and presses the enter key, the CPU 11 causes the corresponding message (the hard disk drive) to correspond to the operation of the operator. 13 file areas 13
After reproducing the voice message read from the designated area of No. 3 (S707), the process is returned to the above-mentioned S702 and thereafter, and the operator is again prompted to input by the function keys.

Subsequently, in the "menu" screen,
The operation of the home delivery guide system when the operator selects “5. Data maintenance” will be described. FIG.
FIG. 3 is a diagram showing a “data maintenance” screen displayed on the display 2 shown in FIG. 1.

As shown in the figure, on the "data maintenance" screen, "slip number", "name of recipient", "telephone number", "Date", "hour"("contact time zone") and "status" are displayed. Note that what is displayed in the “state” column is “received”, “contact required”, “contact required (M)”, or “not notified”. In addition, in the lower column of the “data maintenance” screen, “delete (or register)” corresponding to the function keys F · 1, F · 2, F · 7, F · 8 and F · 10 of the keyboard 3, respectively. ) "," Correction "," previous page "," next page ", and" previous screen ". Hereinafter, C for displaying a list of all the customer data of all the recipients and performing deletion or correction will be described.
The processing of the PU 11 will be described.

FIG. 23 shows a CPU 11 for displaying a list of all customer data of all recipients on the "data maintenance" screen shown in FIG.
3 is a flowchart for explaining the processing of FIG.

As shown in the figure, the operator of the home delivery guide system operates the "5.
When "data maintenance" is selected, the CPU 11 executes a data maintenance process (S8), and displays a "data maintenance" screen showing a list of customer data of all recipients on the display 2 (S801). On the screen of (1), the operator is urged to input by a function key (S802), and the number of the function key is determined (S803). And
The CPU 11 operates the function key F.1
If it is determined that 0 (“previous screen”) is pressed (S8
04), after changing the “data maintenance” screen currently displayed on the display 2 to the previous screen, the process is returned to “I” in FIG. 4 to display the “menu” screen. , Function key F ・ 1
If it is determined that ("Delete") has been pressed (S80)
5) Assuming that the customer data other than “uncontacted” is to be deleted (deletion of the “uncontacted” customer data is prohibited), the customer data to be deleted by the operator is displayed on the display 2 screen using the keyboard. The user is prompted to make a selection with the cursor key 3 (S806). In this state, the operator confirms deletion of the customer data of the item selected by the operator (S807). When confirming the deletion of the customer data, a sentence such as “Delete the confirmed data. Are you sure? (Y / N)” may be displayed on the screen of the display 2. When the CPU 11 determines that the operator has pressed the “N” key of the keyboard 3, the process returns to the above-described step S 802 and thereafter, and prompts the operator to perform input using the function keys again. If it is determined that the "Y" key on the keyboard 3 has been pressed, the customer data of the item selected by the operator is deleted first (S808), and the process returns to the above-mentioned S802 and thereafter to give the operator Prompt for input with the function key again.

On the other hand, if the CPU 11 determines in step S803 that the operator has pressed the function key F · 2 (“Modify”) (S809), the corresponding customer data other than the “slip number” in the customer data is determined. Assuming that the item is to be corrected (correction of the “slip number” is prohibited), the operator is prompted on the screen of the display 2 to correct the corresponding item (S810). Is corrected (S811). When confirming the correction of this item, after prompting the operator to press the function key F. 1 (“Registration”) on the screen of the display 2, for example, “correction data” is displayed on the screen of the display 2. A text such as "Are you sure? (Y / N)" may be displayed. When the CPU 11 determines that the operator has pressed the “N” key of the keyboard 3, the process returns to the above-described step S 802 and thereafter, and prompts the operator to perform input using the function keys again. If it is determined that the “Y” key on the keyboard 3 has been pressed, the corresponding item corrected by the operator is registered first (S812), and the process returns to the above-mentioned S802 and thereafter, and the operator returns to the function. Prompt for input by key.

Subsequently, on the "menu" screen,
The operation of the home delivery guidance system when the operator selects "6. message change" will be described. FIG.
FIG. 2 is a diagram showing a “message change” screen displayed on a display 2 shown in FIG. 1.

As shown in the figure, on the "message change" screen, the time of recording by the operator of "operation message", "talk message" and "end message" as the operation messages described above, and the user message described above are displayed. The time of the recording by the user of "Customer Message" is displayed. Also, in the lower section of the “change message” screen, “change (or registration)”, “playback”, and “playback” correspond to the function keys F · 1, F · 2, and F · 10 of the keyboard 3, respectively. Previous screen "is displayed. Hereinafter, processing of the CPU 11 for changing or reproducing the operation message will be described.

FIG. 25 is a flow chart for explaining the processing of the CPU 11 for changing or reproducing the operation message on the "change message" screen shown in FIG.

As shown in the figure, the operator of the home delivery guide system displays the message "6.
When "change message" is selected, the CPU 11 executes a message change process (S9), displays a "message change" screen on the display 2, and prompts the operator to input the function key on the screen of the display 2 (S901). ), And the number of the function key is determined (S902). And the CPU 11
When it is determined that the operator has pressed the function key F · 10 (“previous screen”) (S903), “change message” currently displayed on the display 2 is selected.
After the screen is changed to the previous screen, the process is returned to the above-mentioned “I” in FIG. 4 to display the “menu” screen. In response to this, it is assumed that the function key F · 1 (“change”) is pressed. If it is determined (S904) that the recording time of a predetermined item of the operation message or the user message is to be changed, the operator selects the corresponding item on the screen of the display 2 with the cursor key of the keyboard 3. (S905). Furthermore, CPU1
1 determines the corresponding item selected by the operator (S90).
6) After prompting the operator to input the recording time (1 to 120 seconds) of the message of the corresponding item (S90
7) The change of the recording time of the message of the corresponding item selected by the operator is confirmed (S908). When confirming the change of the recording time, after prompting the operator to press the function key F-1 ("Registration") on the screen of the display 2, the display 2
, A sentence such as “Change processing is started. Are you sure? (Y / N)” may be displayed.
When the CPU 11 determines that the operator has pressed the “N” key on the keyboard 3, the process returns to the above-described S901 and thereafter, and prompts the operator to perform input using the function keys again. If it is determined that the “Y” key on the keyboard 3 has been pressed,
A guidance message (for example, "Change an operation message (talk message, end message) to prompt the user to change the content of the operation message of the corresponding item previously selected (of course, there is no change in the" customer message ") (S909), and the changed message input by the operator is recorded in the file area 133 of the hard disk 13 (S910). The processing is returned to the above-mentioned step S901 and thereafter, and the operator is again prompted to input by the function keys.

On the other hand, if the CPU 11 determines in step S902 that the operator has pressed the function key F · 2 (“play”) (S911), the CPU 11 plays back a predetermined item of the operation message. Then, on the screen of the display 2, the operator is prompted to select the corresponding item with the cursor key of the keyboard 3 (S912). Then, the CPU 11 determines the relevant item selected by the operator (S913), and reproduces the relevant message according to the operation of the operator (S91).
4) The process is returned to the above-mentioned step S702 and thereafter, and the operator is again prompted to input by the function keys.

The embodiment in which the present invention is applied to a home delivery guide system has been described above. However, the present invention is not limited to such a system, and it is not limited to such a system. It can be used in various industries, such as various types of questionnaire aggregation.

[0066]

According to the invention of claim 1, wherein, according to the present invention, to connect the telephone line over automatically phone for a given party, sound
From the comparison between the signal and the silent signal, it can be determined whether or not it is an answering machine.
If it is determined that the answering machine is not an answering machine, various questions are sent to the telephone line as messages corresponding to a plurality of numbers, and the other party operates and inputs a predetermined number according to this message. Then, since the state of the other party can be determined from the predetermined number, it is possible to send various kinds of guidance to the other party via the telephone line and to obtain information on the other party.

According to the invention of claim 2, an answering machine
Send a predetermined notification message when it is determined that
To inform you that there was a phone call while you were away
Can be.

According to the third aspect of the present invention, a telephone line is automatically connected to a receiver of a package to connect a telephone line, and a plurality of questions relating to the delivery of the package correspond to a plurality of numbers, respectively. The message is transmitted to the telephone line as the expressed operation message, and further, when the receiver operates the telephone to input a predetermined number in accordance with the operation message, the receiver obtains information on receipt of the package from the predetermined number. As a result, the number of cases in which the package is not delivered to the recipient as scheduled has been reduced, and the costs required for storage and re-delivery of the package, which had been a problem in the past, have been significantly reduced. It is also possible to confirm whether or not the baggage has been delivered to the person.

According to the fourth aspect of the present invention, it is possible to determine whether the other party connected to the line by auto-dialing is an answering machine, so that erroneous operation can be prevented, and the message to be transmitted can be transmitted to the other party without fail. Becomes possible.

According to the fifth aspect of the present invention, when it is determined that the other party is an answering machine, the message is not transmitted, so that the message is transferred to the person in charge. According to the invention of claim 6 , since the voice message of the other party can be recorded, an interactive telephone guidance system can be configured.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a hardware configuration of a home delivery guidance system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a memory map of each of a memory and a hard disk shown in FIG. 1;

FIG. 3 is a diagram showing a “menu” screen displayed on the display shown in FIG. 1;

FIG. 4 is a flowchart for explaining processing of a CPU when an operator selects a menu on a “menu” screen shown in FIG. 3;

FIG. 5 is a view showing a “data input” screen displayed on the display shown in FIG. 1;

FIG. 6 is a flowchart illustrating a process performed by a CPU when an operator inputs customer data on a “data input” screen illustrated in FIG. 5;

FIG. 7 is a diagram showing a “receipt confirmation” screen displayed on the display shown in FIG. 1;

8 is a diagram showing a list of customer data of uncontacted persons on the “receipt confirmation” screen shown in FIG.
It is a flowchart for demonstrating the process of PU.

FIG. 9 is a flowchart for explaining an answering machine determination process;

FIG. 10 is a flowchart illustrating an answering machine determination process I;

FIG. 11 is a diagram showing a voice generation pattern by an answering machine and a voice generation pattern by a response of a resident.

FIG. 12 is a flowchart illustrating an answering machine determination method II.

FIG. 13 is a flowchart for explaining an answering machine determination method III.

FIG. 14 is a flowchart for explaining an answering machine determination method IV.

FIG. 15 is a flowchart for explaining an answering machine determination method V;

FIG. 16 is a flowchart for explaining an answering machine determination method VI.

FIG. 17 is a flowchart for explaining an answering machine determination method VII.

18 is a diagram showing a “receipt list” screen displayed on the display shown in FIG. 1.

FIG. 19 is a flowchart for explaining processing of the CPU when displaying a list of customer data of recipients on the “receipt list” screen shown in FIG. 18;

20 is a diagram showing a “contact required list” screen displayed on the display shown in FIG. 1;

FIG. 21 is a flowchart for explaining a process of a CPU for displaying a list of customer data of contact persons required and listening to a message on the “contact required list” screen shown in FIG. 20;

FIG. 22 is a diagram showing a “data maintenance” screen displayed on the display shown in FIG. 1;

FIG. 23 is a flowchart for explaining processing of a CPU for displaying a list of all customer data of all recipients and performing deletion or correction on the “data maintenance” screen shown in FIG. 22;

FIG. 24 is a diagram showing a “message change” screen displayed on the display shown in FIG. 1;

25 is a CP for changing or reproducing an operation message on the “message change” screen shown in FIG. 24.
6 is a flowchart for explaining the processing of U.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Device main body 2 Display 3 Keyboard 4 Printer 5 Telephone 6 Telephone line 11 CPU 12 Memory 13 Hard disk 14 I / O port 15 Board

──────────────────────────────────────────────────続 き Continuation of front page (56) References JP-A-4-26262 (JP, A) JP-A-62-219861 (JP, A) JP-A-55-114064 (JP, A) JP-A-1- 270447 (JP, A) (58) Field surveyed (Int. Cl. ⁷ , DB name) H04M 11/00-11/10 H04M 3/42-3/58 H04M 1/26-1/57

Claims (6)

(57) [Claims] And automatically makes a telephone call Autodial means 1. A pre-specified time, the telephone line by the autodial means Ru is connected,
From the comparison of voiced and silence signals, whether or not it is an answering machine
And message sending means for sending a plurality of question items to the other party as a message corresponding to a plurality of numbers when the determining means determines that the answering machine is not an answering machine. Enter the number operated by
A telephone guidance system comprising: a determination unit configured to determine each state of a partner. 2. The telephone guidance system according to claim 1, further comprising a notification message transmitting means for transmitting a predetermined notification message when the other party determines that the other party is an answering machine. 3. The automatic dialing means is a receipt confirming automatic dialing means for automatically calling a recipient of a package at a predetermined time, and the message means is provided when a telephone line is connected. Operation message sending means for sending a plurality of question items relating to the delivery of the package as operation messages corresponding to a plurality of numbers, respectively, wherein the determination means is sent to the telephone line by the operation message sending means. 2. The telephone guidance system according to claim 1, wherein said telephone guide system is a package receiving information identifying means for obtaining information related to receiving the package by a number input by operating the telephone according to the operation message. 4. An auto-dial means for automatically making a telephone call at a time designated in advance, and when a telephone line is connected by said auto-dial means,
Multiplied by a phone call the other party and voice mail whether or not the sound signal and no
Answering machine determining means for determining from a comparison of sound signals , and a method of sending a message when the answering machine determines that the other party is an answering machine and when the other party determines that the other party is at home. And a message supply control means for controlling the call guidance to be different. Wherein said message supply control means, telephone guidance system of claim 4, wherein the to avoid sending a message when said voice mail determination means determines that the other party is a voice mail. 6. The apparatus according to claim 4 , further comprising voice recording means for recording a voice uttered by said other party when said other party is at home after a message is sent out by said message supply control means. The telephone guidance system described.