JP4681147B2 - Telephone system and program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention Telephone system and program About.
[0002]
[Prior art]
Recently, customer satisfaction (CS) has become a key word for corporate management, and companies that value this have survived and continued to grow. In other words, customer management has become the key to the existence of a company. However, in response to the growing demands of companies for customer management, corporate expenses are not infinite. Rather, there is a need for cost savings due to the recession.
[0003]
[Problems to be solved by the invention]
It is difficult to link with a customer management system in order to extract more customer information from incoming calls. This is because, for example, affiliates and group companies also have a dominant business ethics with respect to trade secrets.
[0004]
In addition, since the customer management system is constructed for each company based on the individual needs of each company as well as for each industry, it is difficult to link them.
[0005]
However, for example, between automobile manufacturers and dealers, between life insurance and non-life insurance companies, between insurance companies and insurance agencies, and between franchise (FC) franchisors and franchisees, affiliates and groups. It has been found that sharing customer information among companies with completely different business types, business types, and business conditions within the company allows more customer information to be used, and in turn enables more customer satisfaction. It was.
[0007]
The present invention Eyes The phone number is based on the incoming call from the customer. recognition And displaying information such as customer information.
[0008]
[Means for Solving the Problems]
According to one aspect of the present invention, A telephone number recognition unit for recognizing a telephone number based on an incoming call, and a database search unit for searching the name and address of the caller of the telephone from a database based on the telephone number recognized by the telephone number recognition unit; A control unit that controls display and / or voice output of the name of the caller retrieved by the database retrieval unit, and a map based on the address of the caller retrieved by the database search unit A position information acquisition unit for acquiring latitude and longitude; an operation unit for displaying the address location of the caller on the map based on the latitude and longitude on the map acquired by the position information acquisition unit; and the database A call function unit for making a call by outputting a tone signal sound of a phone number selected from a list of names and phone numbers stored in A representative telephone number conversion unit for converting a telephone number recognized by the telephone number recognition unit into a representative telephone number based on a conversion dictionary for converting a telephone number into a representative telephone number, and for communicating the contents of the telephone A mail function unit for sending mail, and the database search unit searches the database for the name and address of the caller of the telephone based on the representative telephone number converted by the representative telephone number conversion unit. Feature telephone system Is provided.
[0009]
According to another aspect of the invention, A telephone number recognition step for recognizing a telephone number based on an incoming call, and a database search step for retrieving the name and address of the caller of the telephone from a database based on the telephone number recognized by the telephone number recognition step; A control step for controlling display and / or voice output of the name of the caller retrieved by the database retrieval step, and a map on the basis of the address of the caller retrieved by the database retrieval step. A position information acquisition step for acquiring latitude and longitude; a display step for displaying the address location of the caller on the map based on the latitude and longitude on the map acquired by the position information acquisition step; and the database Call the tone signal of the phone number selected from the list of names and phone numbers stored in An outgoing step for making a call by outputting, and a representative for converting the telephone number recognized in the telephone number recognition step into a representative telephone number based on a conversion dictionary for converting a plurality of telephone numbers into representative telephone numbers A program for causing a computer to execute a telephone number conversion step and a mail transmission step for transmitting a mail for contacting the contents of the telephone, wherein the database search step is converted by the representative telephone number conversion step. A program for retrieving the name and address of the caller of the telephone from a database based on the representative telephone number Is provided.
[0033]
According to the present invention , Based on phone calls from customers, etc. recognition In addition, information such as customer information can be displayed.
[0034]
DETAILED DESCRIPTION OF THE INVENTION
The multi-line CTI (computer telephony integration) system according to the embodiment of the present invention makes it possible to handle telephones that can satisfy customers more. For example, assume that a customer calls a car dealer. In the existing system, the salesperson in charge has all the information of the customer, so if the person in charge is absent from the sales activity, he / she contacts again. However, this can lead to lost opportunities for customers to purchase new cars. Therefore, even if the customer's phone call is just a vehicle inspection inquiry, customer information is automatically displayed on the screen from the customer's phone number, and the telephone agent can not only handle the vehicle inspection requirements, but also the vehicle inspection. It is also possible to make a proposal for the purchase of a new car at this time. Since the customer's past purchase conditions, purchase ability, etc. are also included in the customer information, a reasonable and timely proposal can be made.
[0035]
FIG. 1 is a configuration diagram of a multi-line CTI (computer telephony integration) system according to the present embodiment. This multi-line CTI system is installed in, for example, an automobile dealer. A plurality of client personal computers (PCs) 140 are provided for each customer representative in the car dealer. The server 110 is connected to the router unit 101 and the client PC 140 via a network.
[0036]
An ISDN 102 is connected to the router unit 101, and a plurality of telephones 104 are connected via the main device 103. Two or more lines can be connected to the router unit 101. That is, the router unit 101 can be provided with a plurality of routers, and two lines can be connected to each router. The router unit 101 includes a telephone number recognition unit 105 and a telephone number output unit 106. The telephone number recognition unit 105 recognizes a telephone number based on an incoming call from a customer. The telephone number output unit 106 outputs the recognized telephone number to the server 110 via the network.
[0037]
The server 110 will be described. The telephone number acquisition unit 111 acquires a telephone number from the telephone number output unit 106 of the router unit 101 via the network. The customer database search unit 113 searches for customer information from the customer database 130 based on the acquired telephone number.
[0038]
Based on the above search, the voice output unit 112 outputs the customer name corresponding to the telephone number by voice in the client PC 140 of the person in charge, and informs the person in charge of the call from the customer. The display control unit 115 blinks on the screen of the client PC 140 of the person in charge, and notifies the person in charge of an incoming call from the customer.
[0039]
The representative telephone number conversion unit 114 can convert an incoming telephone number into a representative telephone number. Thereby, a plurality of telephone numbers possessed by the customer can be managed by the representative telephone number.
[0040]
i-mode (Registered trademark) The mail function unit 116 can transmit a message from the customer to the i-mode mobile phone addressed to the person in charge of the company. In addition, it is possible to perform a condition search for customers and send a batch email. Furthermore, the person in charge can access the server 110 from an i-mode mobile phone and refer to customer information.
[0041]
The link function unit 117 includes a key acquisition unit 118, a position information acquisition unit 119, and another software operation program 120. The key acquisition unit 118 can acquire, for example, the received telephone number as a key. The position information acquisition unit 119 acquires map information such as latitude and longitude on the map corresponding to the customer's address position based on the telephone number. The other software operation program 120 operates commercially available map software (for example, Zenrin electronic map book) 131 based on the above map information, and displays the address of the customer on the map in the client PC 140 of the person in charge. The person in charge can know the customer's location information with a single click of a button on the client PC 140. The customer's address, name, and phone number can also be displayed on the map. When other software is operated, the user's operation is replaced with an operation on the other software. For example, when the focus is moved to the button, the operation is replaced with an operation of pressing or releasing the mouse, and when the focus is moved to the text, the operation is replaced with a character string put or get.
[0042]
Further, the customer database search unit 113 searches the customer database 130 for the vehicle number of the car purchased by the customer based on the telephone number received from the customer. The key acquisition unit 118 acquires the vehicle number as a key.
[0043]
If there is an agreement between the car manufacturer and the dealer, the customer information can be shared, and the dealer server 110 can read the customer information by linking to the manufacturer database 132 via the network. . That is, the other software operation program 120 can read information corresponding to the vehicle number from the database 132 and display it on the client PC 140 of each person in charge. At this time, the child window is closed, and the operation of reading out and displaying from the database 132 is stabilized.
[0044]
For example, when a customer calls a car dealer, the customer information is automatically displayed on the screen from the customer's phone number, and the person in charge of the telephone responds to the vehicle inspection requirements, It will also be possible to propose new car purchases at the appropriate time. In addition, since the customer's past purchase conditions, purchase ability, and the like can be known from the customer information, it is possible to make a reasonable and timely proposal.
[0045]
In addition to links between automobile manufacturers and dealers, not only between life insurance and non-life insurance companies, between insurance companies and insurance agents, and between franchise (FC) franchisors and franchisees, It is also possible to share customer information among companies with completely different business types, business types, and business conditions within group companies.
[0046]
The transmission function unit 121 can make a call from the telephone 104 via the router unit 101 and the main device 103. A list of customers is displayed on the screen based on the customer database 130. When a customer who wants to make a call is selected and a button on the screen is clicked, a telephone number corresponding to the customer is output from the speaker of the client PC 140 as a tone signal (sound). The sound of the tone signal is input from the speaker to the handset of the telephone 104 and can make a call. Since the tone signal is used, the telephone line needs to be a push line.
[0047]
Although the reception CTI technique using the router unit 101 has been described above, a transmission CTI technique using a tone signal can be provided here. By combining this reception CTI technology and transmission CTI technology, inbound and outbound call centers can be constructed at low cost without newly replacing the main device 103 and the telephone 104. Using the existing telephone main device, the reception destination and the call time and the destination and the call time can be managed by a computer, and the call can also be made with a tone signal with one touch.
[0048]
The client PC 140 may be provided at a remote location with respect to the server 110. For example, the server 110 may be provided in an automobile dealer company, and the client PC 140 may be provided in a remote place. In that case, the server 110 and the client PC 140 can be connected via a telephone line. Even when the car dealer company is closed, calls received from customers are transferred from the server 110 to the client PC 140 and can be received via the client PC 140. At that time, as described above, it is possible to receive a call while referring to the customer information on the screen of the client PC 140.
[0049]
FIG. 2 shows the configuration of the server 110, the client PC 140, the router unit 101, and the like. These are, for example, personal computers and general-purpose computers. A central processing unit (CPU) 212, a ROM 213, a RAM 214, a network interface 215, an input device 216, an output device 217, and an external storage device 218 are connected to the bus 211.
[0050]
The CPU 212 performs data processing or calculation, and controls various components connected via the bus 211, and executes processing of the multi-line CTI system.
[0051]
The ROM 213 stores a control procedure (computer program) of the CPU 212 in advance, and is started when the CPU 212 executes the computer program. A computer program is stored in the external storage device 218, and the computer program is copied to the RAM 214 and executed.
The RAM 214 is used as a work memory for data input / output, transmission / reception, and temporary storage for control of each component.
[0052]
The network interface 215 is an interface for connecting to a network. The input device 216 is, for example, a keyboard and a mouse, and can perform various designations or inputs. The output device 217 is a display, a printer, and a speaker, and can display, print, and pronounce customer information.
[0053]
The external storage device 218 is, for example, a hard disk storage device or a CD-ROM, and the stored content does not disappear even when the power is turned off. The external storage device 218 stores a database 219 such as a customer database 130 (FIG. 1) in addition to the above computer program.
[0054]
This embodiment can be realized by a computer executing a program. Also , Example For example, a recording medium such as a CD-ROM in which such a program is recorded Body It can be applied as an embodiment of the present invention. The above program Is Are included in the scope of the present invention.
[0055]
FIG. 3 shows a CTI standby screen 301. “Reception history” or “transmission history” can be switched and displayed. This screen 301 is a screen when “reception history” is selected. Also, the sound can be turned on or off by a sound on / off switch. When an incoming date is designated, the corresponding reception telephone number, business partner name, date, time, line, reception classification, and charge are displayed.
[0056]
Click on the "Call supplier" button with the mouse to display the company information supplier screen 304. Click with the mouse on the "Add information" button to display the additional information input screen 303. Click the "Search phone information" button with the mouse. Then, the telephone information search screen 302 is displayed.
[0057]
On the company information supplier screen 304, information of a supplier such as a company name, a telephone number, an address, an e-mail address, and a person in charge name can be input or displayed. On the additional information input screen 303, it is possible to input a reception telephone number, a business partner telephone number, a business partner name, a voice reading name, and the like. On the telephone number search screen 302, by specifying a search item, it is possible to search for a recipient telephone number, a supplier telephone number, a supplier name, and the like.
[0058]
In the present embodiment, an inexpensive multi-line CTI system of two or more lines can be realized using the ISDN line without changing the existing telephone line facility of the main apparatus. There are two types of notification methods for incoming calls. An incoming call can be notified by voice, and if a PC is arranged for each person in charge, it can be directly blinked on the person's screen.
[0059]
When a plurality of telephone numbers are managed as representative numbers, the reception number can be converted into a representative telephone number by having a conversion dictionary. In addition, when a call is made without a local number in the city, the local number can be automatically added to the history. It is possible to analyze the call duration for each business partner at the time of incoming call and outgoing call, and set the incoming rank. When the person in charge is absent, it can be handled by an automatic voice call and i-mode mail.
[0060]
FIG. 4 shows the flow of processing when a call is received from a customer. At the same time as receiving the telephone 401 from the customer, the customer information is automatically displayed on the CTI screen 402. This CTI screen 402 corresponds to the screen 301 of FIG. Next, it is possible to shift to the supplier management screen 403. The supplier management screen 403 corresponds to the company information supplier screen 304 of FIG. Next, the map information screen 405 can be transferred. On the map information screen 405, it is possible to display on the map the exact address position of the customer who has received a call.
[0061]
Further, the client management screen 403 can be shifted to the estimate screen 406, an estimate can be created or displayed, and the estimate 407 can be printed. Further, other information (order information, maintenance information, correspondence information, attached file) 408 can be input or displayed from the supplier management screen 403.
[0062]
On the i-mode business contact mail screen 409, the message from the customer can be easily transmitted to the mobile phone of the person in charge of the company. On the collective mail transmission screen 410, it is possible to send the same contents of mail to the persons whose conditions are extracted in a batch.
[0063]
The above screen can also be selected and transferred from the menu screen 404.
[0064]
In the present embodiment, a plurality of operations (partner management, estimate management, sales management, order information, maintenance information, correspondence information, attached file) can be integrated and managed. Files created with other software such as Word and Excel can also be opened with one click in cooperation with business partners. The map information screen 405 can also be displayed with one click. By clicking the link button, you can jump to the customer ledger or supplier ledger.
[0065]
In addition, it is possible to easily send a contact e-mail message from a customer to an i-mode mobile phone addressed to the person in charge of the company, and to perform a collective e-mail transmission by searching for the customer. Customer information can also be referred to from an i-mode mobile phone.
[0066]
When a telephone call is received from a customer, the customer information is automatically displayed, and the location information of the customer (customer) is displayed on the map with a single click. The address, name, and phone number of the customer can be displayed on the map at once.
[0067]
In the above, an example in which a multi-line CTI system is provided in an automobile dealer or the like has been shown. However, depending on the car dealer, it may be difficult to provide a multi-line CTI system. Therefore, even if the car dealer does not provide a multi-line CTI system, the car dealer uses the multi-line CTI system by connecting to the CTI system having the multi-line CTI system via the Internet. explain.
[0068]
FIG. 5 shows a configuration of a CTI system including a CTI center 503 and a company A 501. Company C 501 and other companies are connected to the CTI center 503 via the Internet 502. Each company can use the above CTI system by connecting to the CTI center 503.
[0069]
First, Company A 501 will be described. An ISDN router 512, a client 516, and a router 517 are connected to the internal network 518. The ISDN router 512 is connected to an ISDN line 511 from the outside. The main device 514 is connected to the ISDN router 512 via a plurality of analog lines 513. A plurality of telephones 515 are connected to the main device 514. The router 517 is connected to the Internet (external network) 502.
[0070]
Next, the CTI center 503 will be described. Connected to the internal network 526 are a Web server 521, a CTI server 522, a router 523, a customer master database 524, and a transmission / reception log database 525. The router 523 is connected to the Internet (external network) 502.
[0071]
Next, the operation of the CTI system will be described. In step S531, a call from the outside arrives at the analog port of the ISDN router 512 of the company A 501 via the ISDN line 511. Next, in step S532, the telephone signal reaches the telephone 515 via the ISDN line 511, the ISDN router 512, the analog line 513, and the main unit 514 and is received.
[0072]
Next, in step S533, the ISDN router 512 transmits an incoming message (including the calling telephone number) to the client (personal computer) 516.
[0073]
In step S534, the client (CTI log transfer program) 516 sends an incoming message including the outgoing telephone number of the incoming call and its own identification information (for example, company code of company A) to the CTI server (CTI server 503). Server program) 522.
[0074]
Next, in step S535, the CTI server (CTI server program) 522 records incoming information (outgoing telephone number, number of incoming calls, etc.) in the incoming / outgoing log database 525 based on the content of the received incoming message.
[0075]
Next, in step S536, the CTI server 522 notifies the Web server 521 that the incoming call information has been updated. In step S537, the Web server 521 notifies the transmission source client (CTI display program) 516 that the incoming call information has been updated. The client (CTI display program) 516 updates the display of the incoming call information, displays the name of the caller, and outputs it by voice.
[0076]
In addition, information read from the customer master database 524 via the Web server 521 is displayed on the client 516 as described above.
[0077]
According to the present embodiment, when the ISDN router 512 receives a call, the client 516 transmits an incoming message including the incoming call telephone number and its own identification information to the CTI server 522 via the Internet 502.
[0078]
The CTI server 522 displays the name of the caller of the telephone corresponding to the outgoing telephone number and / or outputs the voice based on the outgoing telephone number in the received incoming message via the Web server 521. Output instruction to the client 516 corresponding to the identification information via the Internet 502.
[0079]
When the client 516 receives an output instruction from the CTI server 522 via the Internet 502, the client 516 displays and / or outputs the name of the telephone caller corresponding to the output instruction.
[0080]
FIG. 6 shows the configuration of a CTI system having a telephone transfer function. The CTI system in FIG. 6 is different from that in FIG. 5 in that an ISND router 601, a client (personal computer) 602, a main device 527, and a telephone 528 are added in the CTI server 503. The ISDN router 601 and the client 602 are connected to the internal network 526.
[0081]
Next, the operation of the CTI system will be described. In step S 631, a call from the outside arrives at the analog port of the ISDN router 512 of company A 501 via the ISDN line 511. Next, in step S632, the telephone signal reaches the telephone 515 via the ISDN line 511, the ISDN router 512, the analog line 513, and the main apparatus 514 and is received.
[0082]
Next, in step S633, the ISDN router 512 transmits an incoming message (including the outgoing telephone number) to the client 516.
[0083]
Next, in step S634, the client (CTI log transfer program) 516 sends the first incoming message including the outgoing telephone number of the incoming call and its own identification information (for example, company code of company A) to the CTI of the CTI center 503. It transmits to the server (CTI server program) 522.
[0084]
Next, in step S635, the CTI server (CTI server program) 522 receives incoming information (identification information of company A, outgoing telephone number and number of incoming calls) in the incoming / outgoing log database 525 based on the content of the received first incoming message. Etc.).
[0085]
Next, in step S636, if company A 501 does not respond to the incoming call in step S632 above, the origination telephone is transferred from company A 501 to the analog port of ISDN router 601 in CTI center 503 by NTT's voice warp function. The
[0086]
Next, in step S637, the ISDN router 601 of the CTI center 503 transmits a second incoming message (including the calling telephone number) to the CTI server (CTI server program) 522.
[0087]
Next, in step S638, the CTI server (CTI server program) 522 searches the incoming call history for the past several seconds based on the outgoing telephone number in the received second incoming message, and there is no identical outgoing telephone number. Find out if. If the first incoming message is registered in the incoming / outgoing log database 525 in step S635 and the outgoing telephone number in the first incoming message is the same as the outgoing telephone number in the second incoming message, the incoming call is received. The incoming call information is updated in the outgoing log database 525.
[0088]
Next, in step S639, the CTI server 522 notifies the Web server 521 that the incoming call information has been updated. In step S640, the Web server 521 notifies the client (CTI display program) 602 that the incoming call information has been updated. The client (CTI display program) 602 in the CTI center 503 updates the display of the incoming call information, displays the name of the caller, and outputs it by voice. The transferred telephone call arrives at the telephone 528 via the ISDN router 601 and the main apparatus 527. The CTI center 502 can perform a telephone answering proxy service. The client 602 displays the name of the company A corresponding to the identification number of the company A in the first message, the calling telephone number in the first message, and the name of the caller corresponding to the calling telephone number. Based on the display on the client 602, the substitute can answer as a substitute by taking the telephone 528 as a person of company A.
[0089]
According to the present embodiment, when the company A 501 receives a call, the client 516 transmits a first incoming message including the received calling telephone number and its own identification information to the CTI server 522 via the Internet 502.
[0090]
When the company A 501 does not answer the incoming call, the call is transferred to the ISDN router 601 of the CTI center 503, and the CTI server 522 sends a second incoming message including the outgoing telephone number of the transferred call to the ISDN router 601. Receive from.
[0091]
Next, the CTI server 522 compares the second incoming message with the first incoming message, and if both outgoing telephone numbers are the same, the name of the caller corresponding to the outgoing telephone number and the first The client 602 is instructed to display and / or output the name of the client corresponding to the identification information in the incoming message.
[0092]
When the client 602 receives the output instruction from the CTI server 522, the client 602 displays and / or outputs the name of the telephone caller and the name of the company A 501 (or the client 516) corresponding to the output instruction.
[0093]
By using the CTI center 503, the company A 501 does not need to be provided with an expensive CTI server 522, and the labor for managing and maintaining the CTI server 522 and the databases 524 and 525 can be saved.
[0094]
Further, it is also possible to use the CTI center 503 as the head office and the company A 501 as a branch, or use the CTI center 503 as a company and the company A 501 as an agent.
[0095]
Further, by recording the outgoing telephone number in the database, telephone number information not listed in the telephone directory can be accumulated, and the information value can be increased.
[0096]
Further, by using the telephone transfer function, when the company A 501 does not respond to the incoming call, the CTI center 503 can answer the call as the company A 501 on behalf of the company A 501.
[0097]
The above-described embodiments are merely examples of implementation in carrying out the present invention, and the technical scope of the present invention should not be construed as being limited thereto. That is, the present invention can be implemented in various forms without departing from the technical idea or the main features thereof.
[0098]
【The invention's effect】
As described above, according to the present invention, necessary customer information and the like can be displayed based on a predetermined key. Further, a telephone number can be acquired based on a call received from a customer or the like, and information such as customer information can be displayed.
[Brief description of the drawings]
FIG. 1 is a configuration diagram of a multi-line CTI system according to an embodiment of the present invention.
FIG. 2 is a block diagram showing a hardware configuration of a server or the like.
FIG. 3 is a diagram showing a CTI standby screen.
FIG. 4 is a diagram showing a processing flow of a multi-line CTI system.
FIG. 5 is a diagram showing a configuration of a CTI system using the Internet.
FIG. 6 is a diagram showing a configuration of a CTI system using a telephone transfer function.
[Explanation of symbols]
101 Router part
102 ISDN
103 Main unit
104 telephone
105 Telephone number recognition unit
106 Telephone number output section
110 server
111 Telephone number acquisition department
112 Audio output unit
113 Customer Database Search Department
114 Representative telephone number converter
115 Display control unit
116 i-mode mail function
117 Link function section
118 Key acquisition part
119 Location information acquisition unit
120 Other software operation programs
121 Transmission function
130 Customer Database
131 Map software
132 Database
140 Client Personal Computer
211 Bus
212 CPU
213 ROM
214 RAM
215 Network interface
216 input device
217 Output device
218 External storage device
219 database
501 Company A
502 Internet
503 CTI Center
511 ISDN line
512 ISDN router
513 Analog line
514 Main unit
515 phone
516 clients
517 router
518 Internal network
521 Web server
522 CTI server
523 router
524 Customer Master Database
525 Call log database
526 internal network
527 Main unit
528 telephone
601 ISDN router
602 clients

Claims (4)

A phone number recognition unit that recognizes a phone number based on an incoming call;
A database search unit that searches the database for the name and address of the caller of the phone based on the phone number recognized by the phone number recognition unit;
A control unit for controlling display and / or voice output of the name of the caller of the telephone searched by the database search unit;
A location information acquisition unit for acquiring latitude and longitude on a map based on the address of the caller of the phone searched by the database search unit;
An operation unit for displaying the address location of the caller of the phone on the map based on the latitude and longitude on the map acquired by the location information acquisition unit;
A call function unit for making a call by outputting a tone signal sound of a phone number selected from a list of names and phone numbers stored in the database;
A representative telephone number conversion unit that converts a telephone number recognized by the telephone number recognition unit into a representative telephone number based on a conversion dictionary for converting a plurality of telephone numbers into a representative telephone number;
An email function unit for sending an email for contacting the contents of the phone,
The database search unit searches the database for the name and address of the caller of the telephone based on the representative telephone number converted by the representative telephone number conversion unit. The database search unit searches the database for the vehicle number of the car purchased by the caller based on the phone number recognized by the phone number recognition unit,
The telephone system according to claim 1, wherein the operation unit reads out information corresponding to the vehicle number of the automobile searched by the database search unit from the database and displays the information. A phone number recognition step for recognizing a phone number based on an incoming call;
A database search step of searching the name and address of the caller of the phone from a database based on the phone number recognized by the phone number recognition step;
A control step of controlling the display and / or voice output of the name of the caller of the phone searched by the database search step;
Position information acquisition step for acquiring latitude and longitude on a map based on the address of the caller of the telephone searched by the database search step;
A display step of displaying on the map the address location of the caller of the phone based on the latitude and longitude on the map acquired by the location information acquisition step;
A calling step of making a call by outputting a tone signal sound of a telephone number selected from a list of names and telephone numbers stored in the database to the telephone;
A representative telephone number conversion step of converting the telephone number recognized by the telephone number recognition step into a representative telephone number based on a conversion dictionary for converting a plurality of telephone numbers into a representative telephone number;
A program for causing a computer to execute an e-mail transmission step of transmitting an e-mail for contacting the contents of the phone,
In the database search step, the name and address of the caller of the phone are searched from a database based on the representative phone number converted by the representative phone number conversion step. In the database search step, the vehicle number of the car purchased by the caller based on the telephone number recognized in the telephone number recognition step is searched from the database,
4. The program according to claim 3, wherein in the display step, information corresponding to the vehicle number of the automobile searched in the database search step is read from the database and displayed.

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