JP7069252B2 - Voice call control system - Google Patents

Description

The present invention relates to, for example, a voice call control system, a voice call control method, and a voice call control program for controlling an outbound voice call originating from a plurality of telephone numbers.

The call center, which specializes in responding to customer calls, is mainly engaged in inbound services such as receiving inquiries and orders from consumers regarding products and services over the phone, as well as for opinion polls and sales from companies. There is an outbound call.

For outbound, a system has been proposed that automatically calls a pre-registered telephone number.

For example, based on the target number of operators making a call, the ideal number of operators and the number of actual call operators, the number of actual call operators will be close to the ideal number of operators. A method for automatically making a phone call that controls the number of times is disclosed. (Reference 1)

In addition, a technique for obtaining more fair questionnaire results by making the order of questions to be sent random is disclosed. (Reference 2)

Here, in such a system, in order to increase the number of cases that can be processed in parallel, the number of operators must be increased, which causes a problem of labor cost and the same explanation is given to different customers many times. There is a problem that the mental and physical burden on the operator is large because it has to be done. Therefore, it is preferable to process by automatic voice or the like as much as possible without connecting to the operator.

In addition, when conducting a questionnaire by automatic voice, some of the people who are subject to the questionnaire may find it annoying to respond to the questionnaire by spending time. However, the person subject to the questionnaire must take some action such as answering or not answering the telephone of the questionnaire or the telephone from an unknown telephone number. Then, even if the subject of the questionnaire does not answer the phone or hangs up immediately after answering the phone, another questionnaire call may be received, and the subject is dissatisfied. Was solicited and sometimes became a complaint to the call center.

Japanese Unexamined Patent Publication No. 8-70354 JP-A-2019-79411

In view of the above problems, the present invention provides a voice call control system, a voice call control method, and a voice call control program capable of resolving the dissatisfaction of a subject who does not want to answer, and provides user satisfaction. The purpose is to improve.

The present invention comprises a line connection identification data storage means for storing a plurality of call target line connection identification data or generation reference data for randomly generating the line connection identification data, and a line connection identification data storage means. A line connection means for connecting a line to the target call terminal so that a two-way call can be made by voice with the target call terminal to which the identification data is assigned, and voice data acquisition for a call to acquire the voice data used for the call. Means, voice reproduction means for reproducing the voice data acquired by the call voice data acquisition means and transmitting the voice data to the target call terminal through the line, and a push signal for receiving the push signal input by the target call terminal. The next is according to the receiving means, the reproduction processing data indicating the reproduction content which acquires the audio data by the call audio data acquisition means and reproduces by the audio reproduction means, and the push signal received by the push signal receiving means. After the line connection between the processing procedure storage means for storing the processing procedure data including at least one of the response processing data for determining the operation and the target calling terminal by the line connecting means is established, the processing procedure data is followed. The process includes a call control means for acquiring voice data by the voice data acquisition means for a call, reproducing the voice data by the voice reproduction means, and determining the next operation according to the push signal received by the push signal receiving means. The procedure data includes the reproduction processing data for transmitting the fact that the voice data can be refused to convey that the future call can be refused as the reproduction content of the reproduction processing data, and the push indicating the refusal as the response processing data. Confirm whether to accept the cooperation to the questionnaire as the reproduction content of the exclusion response processing data that excludes the line connection identification data during the call from the future call target when the signal is received and the reproduction processing data. Playback processing data for confirming cooperation consent to play back the voice data that conveys the content, and playback for transmitting facts that can be disconnected to play back the voice data that conveys that the phone can be hung up as the playback content of the playback processing data. The call control is provided with an exclusion setting means that has processing data and sets exclusion of the line connection identification data during a call to the line connection identification data storage means based on the exclusion response processing data. The means is after playing the voice data telling that the phone can be hung up , and the voice day telling the content that the future call can be refused. It is characterized by being a voice call control system, a voice call control method, and a voice call control program that reproduces the voice data that conveys the content of confirming whether or not to accept the cooperation in the questionnaire before playing the data.

According to the present invention, it is possible to eliminate the dissatisfaction of the subject who does not want to respond and improve the satisfaction of the user.

A block diagram showing the system configuration of the contact center system. Functional block diagram of the function to create template data. An explanatory diagram of the screen configuration such as a login screen. An explanatory diagram of the screen configuration such as the playback section addition screen. An explanatory diagram of the screen configuration such as the numerical authentication section addition screen. An explanatory diagram of the screen configuration such as the transfer section addition screen. Explanatory drawing of screen composition such as count section addition screen. Explanatory drawing of screen composition such as time-out section addition screen. Explanatory drawing of screen composition such as call list detail screen. Explanatory drawing of screen composition such as schedule list screen. Explanatory drawing of screen composition such as call history detail screen. Explanatory drawing of screen composition such as new registration screen. A flowchart showing an example of outbound. Flowchart for sending a short mail. Functional block diagram of the contact center system.

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

<System configuration>
FIG. 1 is a block diagram showing a system configuration of the contact center system 1.

The contact center system 1 includes a WEB server 2, an outbound server 3, an inbound server 4, a gateway (GW) 5, and an SMS server 9, and is connected to the Internet 6 and the telephone network 7.

Further, a voice synthesis server 8, an SMS server 9, and a setting PC 10 are connected to the Internet 6, and an outbound server 3, an inbound server 4, a gateway 5 connecting the telephone network 7 and a telephone network 7 are connected to the telephone network 7, and a transfer destination. The operator telephone 11 used by the operator of the above and the target person calling terminal 12 which is the telephone of the customer are connected.

The WEB server 2, the outbound server 3, the inbound server 4, the voice synthesis server 8, and the SMS server 9 are all composed of a server computer, and are composed of a common "hardware element, such as a CPU, ROM, and RAM." Control units 2a, 3a, 4a, 8a, 9a that execute various calculations and control operations, storage units 2b, 3b, 4b, 8b, 9b, which are composed of hard disks, flash memories, etc. and allow information read / write, and touch panels. , A keyboard, a mouse, a press button, or an input unit 2i, 3i, 4i, 8i, 9i that is composed of a plurality of these and accepts input by contact operation, and is composed of a liquid crystal display, an organic EL display, etc. It is equipped with display units 2j, 3j, 4j, 8j, 9j that display images, and communication units 2k, 3k, 4k, 8k, 9k that are composed of a LAN board, a WiFi unit, etc. and execute wired or wireless communication. Further, the outbound server 3 and the inbound server 4 are provided with line connection units 3m and 4m connected to the telephone network 7 to execute a voice call.

In the storage unit 2b of the WEB server 2, a setting program 2c that sets outbound and inbound processing procedures as a template, a setting database 2d that stores the set template, an outbound program 2e that executes outbound processing, and inbound processing The inbound program 2f that executes the above is stored.

The voice synthesis server 8 stores a voice synthesis program 8c that converts a character string into voice data using the sound data of the voice database 8d, and a voice database 8d that stores the sound data.

The outbound server 3 stores a call program 3c that sequentially calls the telephone number (identification data for line connection) of the call list and executes a voice call according to the template, and a call database 3d in which the call list and the like are registered. ing.

The inbound server 4 stores an incoming call program 4c that makes a voice call according to a template when an incoming call is received from a telephone number registered in the incoming call list, and an incoming call database 4d in which data such as an incoming call list is registered. There is.

The SMS server 9 stores a distribution program 9c that distributes a short message to a mobile phone number, and user data 9d composed of user data such as a telephone number.

The target person call terminal 12 is composed of a smartphone equipped with a call function that can be used as a mobile phone, a WEB function for browsing a homepage on the WEB, a short message function for transmitting and receiving short messages, and the like.

FIG. 2 is a functional block diagram showing various functional units for the control unit 2a of the WEB server 2 to create outbound and inbound template data according to the setting program 2c and register them in the setting database 2d.

The control unit 2a of the WEB server 2 has a login function unit 21, a menu function unit 22, an outbound template management function unit 31, an outgoing list management function unit 32, an outgoing NG list management function unit 33, a schedule management function unit 34, and a usage status display. Function unit 35, inbound template management function unit 41, incoming call list management function unit 42, incoming call rejection list management function unit 43, incoming call setting management function unit 44, incoming call status display function unit 45, playback section registration function unit 51, question section registration Function unit 52, numerical authentication section registration function unit 53, number input section registration function unit 54, transfer section registration function unit 55, recording section registration function unit 56, count section registration function unit 57, disconnection section registration function unit 58, timeout section It functions as a registration function unit 59 and a character string authentication section registration function unit 60.

Further, as the data used by these functional units, the user data 71, the outbound template data 72, the outgoing list data 73, the outgoing NG list data 74, and the schedule data 75 are stored in the setting database 2d (see FIG. 1) of the WEB server 2. , Out-of-band execution history data 76, inbound template data 77, incoming call list data 78, incoming call rejection list data 79, incoming call setting data 80, and incoming call history data 81 are stored.

Each function unit performs various operations on the WEB server 2 and transmits data on various screens to the setting PC 10 according to the input data input by the setting PC 10 accessing the WEB server 2 via the Internet 6. Works in shape. The individual operation of each functional unit will be described together with the screen configuration diagrams shown in FIGS. 3 to 12.

<<< Overall function >>
A login function unit 21 and a menu function unit 22 are provided as overall functional units. Hereinafter, it will be described in detail.

<Login function>
FIG. 3A shows a screen configuration diagram of the login screen 111 to be displayed on the setting PC 10 (see FIG. 1) by the login function unit 21 (see FIG. 2).
The login screen 111 has a user ID input unit 112 that accepts user ID input and a password input unit 113 that accepts password input. The login function unit 21 (see FIG. 2) collates the entered user ID and password with the user data 71 registered in the setting database 2d (see FIG. 1), and the user ID registered in the user data 71. And if it matches the password, the process is passed to the menu function unit 22, and if it does not match, it is not possible to proceed to the next process as a login error.

<Menu function>
FIG. 3B shows a screen configuration diagram of the menu screen 121 displayed on the setting PC 10 (see FIG. 1) by the menu function unit 22 (see FIG. 2).
The menu screen 121 has an item selection unit 122 in which item names for calling each functional unit are listed. The item selection unit 122 has, as outbound items, a template that calls the outbound template management function unit 31, a outgoing list that calls the outgoing list management function unit 32, an outgoing NG list that calls the outgoing NG list management function unit 33, and a schedule management function. The schedule for calling the unit 34 is displayed, and as inbound items, a template for calling the inbound template management function unit 41, an incoming call list for calling the incoming call list management function unit 42, an incoming call setting for calling the incoming call setting management function unit 44, and an incoming call rejection list. A call rejection list for calling the management function unit 43 is displayed, and as another item, there is a download for downloading various data.

<<< Outbound-related functions >>>
Outbound template management function unit 31, outgoing list management function unit 32, outgoing NG list management function unit 33, schedule management function unit 34, and usage status display function unit 35 are provided as outbound-related functional units. The function units used by the outbound template management function unit 31 include the playback section registration function unit 51, the question section registration function unit 52, the numerical authentication section registration function unit 53, the number input section registration function unit 54, the transfer section registration function unit 55, and the recording. A section registration function unit 56, a count section registration function unit 57, a disconnection section registration function unit 58, and a timeout section registration function unit 59 are provided. Hereinafter, it will be described in detail.

<Template creation function>
FIG. 3C is a screen configuration diagram of the template list screen 131 displayed on the setting PC 10 (see FIG. 1) by the outbound template management function unit 31 (see FIG. 2).
The template list screen 131 displays a new registration button 132 that displays the template creation screen 141 (see FIG. 3D) when clicked, and a template import screen (not shown) when clicked. It has an import button 133 for importing a template registered in the outbound template data 72, and a delete button 134 for deleting the data checked in the check box 135 when clicked.

Further, the template list screen 131 is provided with a template list display unit 139 that displays a list of registered outbound template data 72, and displays the name, description, creation date and time, and creator of each template. Also, for each template, a check box 135 used to delete the template, a template edit button 136 that displays the template creation screen 141 (see FIG. 3D) and edits the template, and a template duplicate button 137 that duplicates the template. And an export button 138 for exporting the template data thereof is provided.

FIG. 3D is a screen configuration diagram of the template creation screen 141 displayed on the setting PC 10 (see FIG. 1) by the outbound template management function unit 31 (see FIG. 2).

The template creation screen 141 displays all the setting contents of the template name input unit 142 that accepts the input of the template name, the explanation input unit 143 that accepts the input of the template description, and the section display unit 161 that constitutes the displayed template. All open button 144, close button 145 to hide the setting contents of each section in the section display unit 161 and section addition button 146 to display the addition screen 171 and save the template of the displayed contents. It has a save button 147.

Further, on the template creation screen 141, the section display unit 161 showing the contents of the registered section is arranged and displayed in a vertical row in the lower area (not shown) of the section addition button 146 and the save button 147. As a result, the sections are displayed side by side in the order in which the processing proceeds, and the operation of the template can be displayed as a whole. The registered template data is stored in the setting database 2d (see FIG. 1).

FIG. 3E is a screen configuration diagram showing an example of a section display unit 161 displayed on the setting PC 10 (see FIG. 1) by the outbound template management function unit 31 (see FIG. 2).

The section display unit 161 is composed of a horizontally long section title unit 148 for displaying the section type and description, and a section content unit 149 displayed below the section title unit 148.

The section title section 148 displays a section type (“play” in the illustrated example) and a description (“greeting message” in the illustrated example), an edit button 162 for editing the section, and a delete button for deleting the section. 163 Minimization / maximization selection button 164 for selecting minimization that does not display section content section 149 and maximization that displays section content section 149, and a position for rearranging the positions of the section display section 161 by moving them in the vertical direction. A move button 165 is provided.

The section content unit 149 is provided with a jump destination display unit 151 indicating a section to be processed next when this section ends, and an audio content display unit 152 indicating the content of the audio to be reproduced.

<Additional function of section>
Nine sections of playback, question, numerical authentication, number input, transfer, recording, counting, disconnection, and timeout (51-59) are prepared for the outbound section (see FIG. 2). In addition to the above, a character string authentication section is prepared for the inbound section (see FIG. 2).

The outbound template management function unit 31 sets some sections selected according to the matter in the template. The combination of sections can be set freely. However, the outbound template management function unit 31 accepts only one setting in one outbound template data 72 for the transfer / recording, disconnection, and timeout sections (55, 56, 58, 59). The outbound template management function unit 31 requests that the setting of the timeout section is indispensable when the question, numerical authentication, and number input sections exist in the same template. In addition, the outbound template management function unit 31 also requests that the setting of the disconnection section is indispensable.

≪Playback section setting function≫
The playback section is a section used when only audio playback is performed.
FIG. 4A shows a screen configuration diagram of the reproduction section addition screen 171 displayed on the setting PC 10 by the reproduction section registration function unit 51.

The playback section registration function unit 51 displays the type name of the section such as playback in the pull-down menu when the type tab 172 is clicked, and when "playback" is selected from the pull-down menu, "playback" is displayed in the type tab 172. Display and continue to display the required settings screen in the playback section. It should be noted that this type tab 172 is configured so that nine sections of playback, question, numerical authentication, number input, transfer, recording, count, disconnection, and timeout (51 to 59) can be selected and are selected. Each time, the process is switched to the functional unit (51 to 59) of the selected type of section, and the displayed screen is also switched to the screen corresponding to the section.

The reproduction section registration function unit 51 requests the title input unit 173 to arbitrarily input the title of the section. When input, the reproduction section registration function unit 51 is not a section type name but an input title in the header of the history DL or valid DL data of the usage status screen 360 (see FIG. 10C) described later. Is output.

When playback is selected on the type tab 172, the playback section registration function unit 51 accepts settings related to audio. Here, the voice setting unit 174 accepts voice settings using either the voice file 174a or the voice synthesis 174b. In this embodiment, there are two choices, voice file 174a and voice synthesis 174b, but the voice synthesis 174b is further divided into voice synthesis (male) and voice synthesis (female), and "voice file" and "speech synthesis". There may be three choices: (male) and "speech synthesis (female)". In this case, it is possible to select between voice synthesis by male voice and voice synthesis by female voice, and the degree of freedom in template creation can be further increased.

When the audio file 174a is selected, the playback section registration function unit 51 further accepts the click of the file selection button 174c, and selects the audio file of the audio to be read out from the audio files stored in the setting database 2d. Ask to choose.

On the other hand, when the voice synthesis 174b is selected, the reproduction section registration function unit 51 displays the text box 174d as shown in FIG. 4B, and requests the input of the voice message to be created. The message input to the text box 174d is converted into voice by the voice synthesis server 8 (see FIG. 1) at the time of out-band execution to create a voice synthesis file, and a voice call is made by this voice synthesis file.

The reproduction section can also be set to read out items (telephone number, zip code, address, name, etc.) in the outgoing list data 73. For example, when setting the reading of the name, as shown in FIG. 4C, the speech synthesis 174b is selected for the reproduction section registration function unit 51, and the text input to the text box 174d is accepted and the item is set. When the pull-down 174e of the above accepts the selection of the name and the insert button 174f is clicked, the code for inserting the "name" into the cursor position of the text box 174d is inserted. As a result, the "name" portion can refer to the outgoing list data 73 and automatically insert the name of the person to be called during a call to make a voice call. If a "phone number" is specified instead of a "name", voice is synthesized from the "phone number" stored in the outgoing list data 73 so that the phone number can be guided by the synthesized voice. Become.

When the save button 176 is clicked, the reproduction section registration function unit 51 additionally sets the above-mentioned reproduction section data to the outbound template data 72. When the close button 175 is clicked, the screen is closed without any additional settings.

The data of the section registered in this way is stored in the lower area of the template creation screen 141 (see FIG. 3D) by the outbound template management function unit 31 as in the section display unit 161 shown in FIG. 3 (E). Is displayed in.

≪Question section setting function≫
The question section is the section used when retrieving data by button input.

FIG. 4D is a screen configuration diagram of the question section addition screen 180 displayed on the setting PC 10 by the question section registration function unit 52. Regarding the following description based on the screen configuration diagram, the same components as those of the screen components already described will be designated by the same reference numerals and detailed description thereof will be omitted.

When the valid question check box 181 is checked, the question section registration function unit 52 treats it as a valid question and enables the answer number setting unit 183 to check the valid check box 183a. The question section registration function unit 52 receives input from the repeat setting unit 182 the number of times the voice set by the voice setting unit 174 is repeated when there is no button answer. For example, if it is set to none, the voice is not repeated, and if it is set to once, the voice is repeated only once. When the valid check box 183a of the answer number setting unit 183 is checked, the question section registration function unit 52 treats the answer of the answer number setting unit 183 as valid and counts it as a valid answer at the time of outbound execution. Further, the question section registration function unit 52 arbitrarily requests the text input unit 183b of the answer number setting unit 183 to input an explanation to the answer number setting unit 183.

The question section registration function unit 52 includes a questionnaire rejection reception setting unit 183c (see FIG. 4D). The questionnaire rejection reception setting unit 183c has a number selection unit that selects one of the answer numbers 0 to 9. The valid check box 183a of the answer number selected by the questionnaire rejection reception setting unit 183c is checked.

When the valid check box 183a of this answer number is unchecked, the answer number set in the questionnaire rejection reception setting unit 183c is also not set. When this answer number is selected during the questionnaire, the answer number set in the questionnaire rejection reception setting unit 183c operates the outgoing NG list management function unit 33 to transmit the other party's telephone number during the call to the outgoing NG list data 74. to register. As a result, the user whose future questionnaire is rejected will be registered in the outgoing NG list data 74 and will be excluded from the subsequent questionnaire targets.

The number selection unit of the questionnaire rejection reception setting unit 183c may select one number from the pull-down menu as shown in the figure, or may provide a selection-type check box next to the valid check box 183a. Can be. When a selection-type check box is installed, it is possible to select whether to check one of the checks in the valid check box 183a or not, and the answer number in the selected column is the number that accepts the questionnaire rejection. And it is sufficient.

Further, the question section registration function unit 52 includes an SMS transmission setting unit 183d. The SMS transmission setting unit 183d has a number selection unit that selects one of the answer numbers 0 to 9. The valid check box 183a of the answer number selected by the SMS transmission setting unit 183d is checked.

When the valid check box 183a of the answer number is unchecked, the answer number set by the SMS transmission setting unit 183D also becomes unset. When this answer number is selected during the questionnaire, the answer number set by the SMS transmission setting unit 183D transmits the content of the short message (SMS) and the other party's telephone number during the call to the SMS server 9 (short message server). It will be a number to do. Upon receiving this, the SMS server 9 transmits a short message to the received telephone number by the distribution program 9c.

The content of the short message is the content input to the short message input unit (not shown). This short message input unit can input character information including a URL. In addition, a character number display unit for displaying the number of input characters or a character number limit confirmation unit is provided.

This makes it possible to check whether the number of characters input to the short message input unit exceeds the number of characters that can be transmitted by a short message by each carrier (mobile phone company). When the answer number to send the short message in this way is selected in the actual questionnaire, the short message is sent to the phone number in the call.

The number selection unit of the SMS transmission setting unit 183D may select one number from the pull-down menu as shown in the figure, or may provide a selection-type check box next to the valid check box 183a. can do. When a selection-type check box is installed, it is possible to select whether to check one of the checks in the valid check box 183a or not, and set the answer number in the selected column as the number that accepts SMS transmission. And it is sufficient.

FIG. 4E is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the section of the above question is saved.

The outbound template management function unit 31 accepts the jump destination setting in the jump destination setting unit 185 for each response number setting unit 183. In other cases, the jump destination setting unit 186 accepts the jump destination setting when a number not set in the jump destination setting unit 185 or a number not in the answer number setting unit 183 is selected. The jump destination setting unit 187 at the time of time-out accepts the setting of the jump destination when the time-out occurs without inputting the answer number. This makes it possible to proceed to the jump destination section according to the input answer number when executing outbound. If the jump destination setting unit 187 is not set at the time of timeout, when a timeout occurs at the time of outbound execution, the process set by the timeout section registration function unit 59 is executed.

Regarding the answer number set by the question section registration function unit 52 in the questionnaire rejection reception setting unit 183c, the call destination NG list management function unit 33 sends the telephone number of the other party as the jump destination in the jump destination setting unit 185. Set the module that executes the outgoing call NG list addition registration process to be registered as a number and the call disconnection process to disconnect the call.

In addition, for the answer number set by the SMS transmission setting unit 183D by the question section registration function unit 52, the URL of the homepage where the questionnaire is conducted is changed to the telephone number of the other party as the destination in the jump destination setting unit 185. Set the module that executes the SMS transmission process to be transmitted by short message (SMS).

≪Numerical authentication section setting function≫
The numerical authentication section is a section used when the value input by the button input is compared with the data of the outgoing list data 73 (see FIG. 1) and the jump destination is set for each judgment pattern after the comparison.

FIG. 5A is a screen configuration diagram of the numerical authentication section addition screen 190 displayed on the setting PC 10 by the numerical authentication section registration function unit 53.

The numerical authentication section registration function unit 53 accepts that the item in the outgoing list data 73 used for authentication is selected from the pull-down menu by the authentication item input unit 191. Accept input. When the valid question check box 181 is checked, the numerical authentication section registration function unit 53 enables the response number setting unit 193 to check the valid check box 193a.
When the valid check box 193a of the answer number setting unit 193 is checked, the numerical authentication section registration function unit 53 treats the answer of the answer number setting unit 193 as valid and counts it as a valid answer at the time of outbound execution. Further, the numerical authentication section registration function unit 53 arbitrarily requests the text input unit 193b of the response number setting unit 193 to input an explanation for each determination pattern to the response number setting unit 193.

FIG. 5B shows a confirmation voice setting unit 195 and a positive number designation unit 196 that are additionally displayed in the lower area when the repeat confirmation check box 194 is checked. The numerical authentication section registration function unit 53 accepts the input of the character string for which the voice file is specified or automatically read aloud by the confirmation voice setting unit 195, and the positive number setting unit 196 receives the input of the positive number setting. With this setting, when a number other than a positive number is pressed during outbound execution, the numerical authentication section is repeated from the beginning to accept re-entry of the number, and when a positive number is input, numerical authentication can be executed.

FIG. 5C is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned numerical authentication section is saved. ..

The outbound template management function unit 31 accepts the jump destination setting input by the jump destination setting unit 199 for each item 198. In other cases, a jump destination setting unit 186 and a time-out jump destination setting unit 187, which have the same functions as the question section, are provided.

≪Number input section setting function≫
The number input section is a section used when you want to acquire data for which multiple digits have been input.

FIG. 5D is a screen configuration diagram of the number input section addition screen 210 displayed on the setting PC 10 by the number input section registration function unit 54.
The number input section registration function unit 54 accepts input of the upper limit of the number of digits by the number of digits input unit 212, and sets so that the number of digits equal to or less than the input value is valid.

FIG. 5E is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned number input section is saved. ..

The outbound template management function unit 31 includes a jump destination setting unit 214 that accepts a jump destination input after the number input section is completed, and a jump destination setting unit 187 at the time of timeout. In addition, the outbound template management function unit 31 also displays on the section display unit 161 the content of the voice set on the number input section addition screen 210 (see FIG. 5D), the number of digits, and the presence / absence of repeat confirmation. ..

≪Transfer section setting function≫
The transfer section is the section to use when you want to transfer to the operator.

FIG. 6A shows a screen configuration diagram of the transfer section addition screen 220 displayed on the setting PC 10 by the transfer section registration function unit 55.

The transfer section registration function unit 55 accepts the call voice setting input at the time of transfer by the transfer call voice setting unit 174 (1), and receives the voice setting input at the time of timeout by the transfer timeout voice setting unit 174 (2). The operations of the transfer call voice setting unit 174 (1) and the transfer timeout voice setting unit 174 (2) are the same as those of the voice setting unit 174 described above.

The transfer section registration function unit 55 accepts the input of the telephone number of the transfer destination by the transfer destination telephone number input unit 224, and receives the input of the number of seats of the transfer destination by the seat number input unit 225. This makes it possible to finish the automatic answer and transfer to the operator, and control the number (transfer number) of executing parallel calls in parallel so as not to exceed the number of seats of the transfer destination operator. It is possible.

Whether or not the call stop check box 226 is set to stop the call from the outbound server 3 to the call destination (customer) when the number of seats at the transfer destination is about to be filled or when the number of seats at the transfer destination is full. Accept. In this embodiment, when the control unit 2a operated by the outbound program 2e reaches a predetermined amount with respect to the number of seats, the number of operator calls transferred to the operator and executing parallel calls in parallel at the time of outbound execution reaches a predetermined amount. , Performs a process of temporarily suspending a sequential call (call) based on the call list data 73, and restarting the call (call) from the interrupted position when the number of operator calls decreases and the above-mentioned predetermined amount has a margin. do. The predetermined amount is appropriately set such that the number of operator calls and the number of seats are the same, the number of operator calls is one less than the number of seats, or the number of operator calls is a predetermined ratio of the number of seats (80%, 90%, etc.). Can be set to the amount of.

The time-out setting unit 227 accepts the input of the number of seconds of the time-out when calling the transfer destination.

FIG. 6B is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned transfer section is saved.

The section display unit 161 displays the content of the set voice, the transfer destination telephone number, the number of transfer destination seats, and the number of transfer timeout seconds. Since the automatic response processing ends when the message is transferred to the operator, it is not necessary to set the jump destination.

≪Recording section function≫
The recording section is a section used when recording the voice of the destination (customer).

FIG. 6C shows a screen configuration diagram of the recording section addition screen 230 displayed on the setting PC 10 by the recording section registration function unit 56.

The recording section registration function unit 56 accepts the input of the number of seconds to be recorded within the upper limit number of seconds (for example, 30 seconds) by the second number input unit 232, and ends the recording by pressing the # button by the # button end input unit 233. Accepts setting input as to whether or not to do. As a result, when the outbound is executed, the recording is accepted after playing the voice set by the voice setting unit 174, and the number of seconds input by the seconds input unit 232 is reached or the call target person who is the other party of the call calls the telephone. You can stop recording by pressing the # button. Here, the recorded file in which the voice of the destination (customer) is recorded can be played back from the day after the execution by operating the detail screen of the usage status screen 360 (see FIG. 10C).

FIG. 6D is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned recording section is saved.

The section display unit 161 receives the input of the section to be executed after the recording section is completed by the jump destination setting unit 214. Further, the section content unit 149 of the section display unit 161 displays the set voice, the number of seconds, and the presence / absence of the end of the # button.

≪Count section setting function≫
The count section is a section used to count the number of passes between sections.

FIG. 7A shows a screen configuration diagram of the count section addition screen 240 displayed on the setting PC 10 by the count section registration function unit 57.

The count section registration function unit 57 displays the type tab 172 and the title input unit 173, and makes it possible to count the number of times the template has passed an arbitrary position.

FIG. 7B is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned count section is saved.

The section display unit 161 receives the input of the section to be executed after the count section is completed by the jump destination setting unit 214.

≪Disconnection section setting function≫
The disconnect section is the section used to disconnect the call. This disconnection section is an essential setting item.

FIG. 7C shows a screen configuration diagram of the disconnection section addition screen 250 displayed on the setting PC 10 by the disconnection section registration function unit 58.

The disconnection section registration function unit 58 displays the type tab 172 and the title input unit 173, and makes it possible to disconnect the line that is talking at any position in the template.

FIG. 7D is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the above-mentioned cutting section is saved. Since the disconnection section disconnects the line and ends the processing in the template, it is not required to set the jump destination for the next processing.

≪Time-out section setting function≫
The time-out section is a section for requesting button input on the target person's call terminal 12, and is a section used when a dial answer (button input) is not obtained. If the same outbound template data 72 has a question, numerical authentication, or number input section, the control unit 2a sets the timeout section as an indispensable setting item.

FIG. 8A shows a screen configuration diagram of the time-out section addition screen 260 displayed on the setting PC 10 by the time-out section registration function unit 59.
The time-out section registration function unit 59 includes a title input unit 173 and an audio setting unit 174.

FIG. 8B is a screen configuration diagram showing the contents of the section display unit 161 displayed in the lower area of the template creation screen 141 (see FIG. 3D) when the time-out section described above is saved. It is not required to set the jump destination to be processed next to the timeout section.

<Call list creation function>
FIG. 8C is a screen configuration diagram of the outgoing list list screen 270 in which the outgoing list management function unit 32 displays the outgoing list registered in the outgoing list data 73 on the setting PC 10.

When the new registration button 272 is clicked, the outgoing list management function unit 32 displays the outgoing list new registration screen 280 (see FIG. 8D), enables the new registration work to be performed, and deletes the selected item. When the button 273 is clicked, the data checked in the check box 276 among the destination data displayed on the destination data list display unit 275 is deleted. Further, when the selection item DL button 274 is clicked, the call list management function unit 32 downloads the data checked in the check box 276 among the call destination data displayed in the call destination data list display unit 275. ..
When the edit button 277 is clicked, the outgoing list management function unit 32 displays the outgoing list detail screen 290 (see FIG. 9A).

FIG. 8D is a screen configuration diagram of the outgoing call list new registration screen 280 displayed on the setting PC 10 by the outgoing call list management function unit 32.
The outgoing list management function unit 32 accepts the input of the list name of the outgoing list data 73 by the list name input unit 282, and when the file selection button 284 is clicked, a separate file selection screen (not shown) is opened arbitrarily. (Call list file to be registered in the call list data 73) is accepted, and the file name of the selected file is displayed in the file name input unit 283. At this time, if the file does not contain the telephone number in the header, an error is displayed and the file is not accepted.

The outgoing list management function unit 32 accepts the selection of whether or not to register as a test list for sending a test by the test list check box 285.

After the file is selected, the outgoing list management function unit 32 displays a part of the data on the upload data display unit 286. The outgoing list management function unit 32 causes the import destination item designation unit 287 to select in which item each item of the data to be imported is to be imported by a pull-down format. The outgoing list management function unit 32 excludes items that are not selected from the import target.

When the close button 288 is clicked, the outgoing list management function unit 32 ends without registering the data, and when the save button 289 is clicked, the outgoing list management function unit 32 registers the set contents in the outgoing list data 73.

FIG. 9A is a screen configuration diagram of the transmission list detail screen 290 displayed on the setting PC 10 by the transmission list management function unit 32.
When the outgoing list management function unit 32 is used in the schedule during execution (details will be described later), the outgoing list management function unit 32 edits other than the reflection of invalidity by the invalidation check box 297b (details will be described later). Will not be accepted.

The outgoing list management function unit 32 accepts the input of the list name by the list name input unit 295, and when the test list check box 296 is checked, this list is treated as a test list, and when the check is removed from the test list check box 296. , Set not to treat as a test list. When the selection item deletion button 293 is clicked, the outgoing list management function unit 32 deletes the data in which the check box 297a is checked, and when the invalid item reflection button 294 is clicked, the invalid check box 297b is checked. Set the incoming data to invalid for outgoing calls. If a check is made during a call, the corresponding number can be disabled before the call. When the edit button 297c is clicked, the calling list management function unit 32 displays the data editing screen and enables data editing such as the telephone number, zip code, address, and name of the clicked destination data. .. When the save button 298 is selected, the data created up to that point is saved.

At this time, when the new call destination telephone number is registered in the call list data 73 based on the operation from the setting PC 10, the call list management function unit 32 refers to the call NG list data 74 and makes the call. Check if the number is registered. If the telephone number is registered in the outgoing NG list data 74, that fact is displayed on the screen of the setting PC 10, and the telephone number is not registered unless the user performs an operation to permit the registration.

<Function to create outgoing NG list>
FIG. 9B shows a screen configuration diagram of the outgoing NG list list screen 300 displayed on the setting PC 10 by the outgoing NG list management function unit 33.

When the new registration button 302 is clicked, the outgoing NG list management function unit 33 displays the outgoing NG list new registration screen 310 (see FIG. 9C) to enable the new registration work, and the selection item deletion button. When 303 is clicked, the data in which the check box 305 is checked is deleted. Further, when the selection item DL button 304 is clicked, the outgoing NG list management function unit 33 downloads the data in which the check box 305 is checked.
When the edit button 306 is clicked, the outgoing NG list management function unit 33 displays the outgoing NG list detail screen 320 (see FIG. 9D).

FIG. 9C is a screen configuration diagram of the outgoing NG list new registration screen 310 displayed on the setting PC 10 by the outgoing NG list management function unit 33. The outgoing NG list management function unit 33 accepts the input of the list name of the outgoing NG list data 74 by the list name input unit 312. When the file selection button 316 is clicked, the outgoing NG list management function unit 33 opens a separate file selection screen (not shown) and selects an arbitrary file (outgoing NG list file to be registered in the outgoing NG list data 74). Is accepted, and the file name of the selected file is displayed in the file name input unit 313. The outgoing NG list data 74 does not require a header, but only one additional information other than the telephone number can be registered and is registered as a memo. The outgoing NG list data 74 accepts that the expiration date input units 314 and 315 arbitrarily set a period during which the outgoing NG list data is valid. If it is not set, it will be valid indefinitely. When the close button 317 is clicked, the outgoing NG list management function unit 33 closes as it is, and when the save button 318 is clicked, the outgoing NG list data 74 is registered with the set contents. The outgoing NG list management function unit 33 saves the registered outgoing NG list data 74 in the setting database 2d.

FIG. 9D is a screen configuration diagram of the outgoing NG list detail screen 320 displayed on the setting PC 10 by the outgoing NG list management function unit 33.

The outgoing NG list management function unit 33 accepts the change of the list name by the list name input unit 323 and the change of the expiration date by the expiration date input units 324a and 324b. When the text registration button 327 is clicked, the outgoing NG list management function unit 33 additionally registers data such as a telephone number entered in the text box 325. When the additional registration button 321 is clicked, the outgoing NG list management function unit 33 displays the additional registration screen (not shown) and accepts additional registration of data such as a telephone number by uploading a file. When the selection item deletion button 322 is clicked, the outgoing NG list management function unit 33 deletes the data in which the check box 329 is checked.

The calling NG list display unit 328 displays a list of data such as a telephone number registered as a calling NG telephone number. The outgoing NG list management function unit 33 adds these when data is input to the text box 325 and the text registration button 327 is clicked, and when the additional registration of the telephone number data is accepted by the additional registration button 321. The data such as the telephone number is additionally displayed on the outgoing NG list display unit 328.

Further, the outgoing NG list management function unit 33 receives an instruction from the WEB server 2 to "register the telephone number of the target person in the outgoing NG list data 74", and transmits the telephone number of the target person's call terminal 12 to the outgoing NG list data 74. To register with. After that, the outgoing list management function unit 32 deletes the telephone number of the target person terminal 12 from the outgoing list data 73.

The outgoing NG list management function unit 33 does not delete the data used in the running schedule data 75. Further, when the outgoing NG list management function unit 33 is used in the scheduled data 75 or the running schedule data 75, the outgoing NG list management function unit 33 does not accept any editing other than additional registration of the data.

<Schedule function>
FIG. 10A is a screen configuration diagram of the schedule list screen 330 displayed on the setting PC 10 by the schedule management function unit 34. The schedule list screen 330 shows a list of schedules registered for executing outbound.

The schedule management function unit 34 enables registration, editing, and status confirmation of the schedule data 75 via this screen. The schedule management function unit 34 accepts editing of the schedule contents only when the schedule has not been executed.

When the new registration button 331 is clicked, the schedule management function unit 34 displays the schedule new registration screen 340 (see FIG. 10B) to enable the new registration work, and the selection item deletion button 332 is clicked. Then, the data in which the check box 334a is checked is deleted. Further, when the selection item result DL pull-down 333 is clicked, the schedule management function unit 34 downloads the data in which the check box 334a is checked. There are three types of items that can be selected: unsent, all outgoing histories, and valid answers.

The schedule management function unit 34 accepts the selection of how many minutes the list display of the schedule list display unit 334 is automatically updated by the automatic update pull-down 336. The items that can be selected can be set arbitrarily, but in this embodiment, they are set to 6 types of 1 minute, 2 minutes, 5 minutes, 10 minutes, 15 minutes, and 20 minutes.

The schedule management function unit 34 displays the background color of each schedule displayed line by line on the schedule list display unit 334 separately by the color shown in the status setting display unit 335. As shown in the status setting display unit 335, the status types include unexecuted, running, stopped, manual stop, stop, waiting for redial, and end. Further, the schedule list display unit 334 displays usable action buttons (334b to 334e) on each schedule according to each content.

The action buttons (334b to 334e) include an edit button 334b, a duplicate button 334c, a status viewing button 334d, a stop button 334e, and a resume button (not shown).

When the edit button 334b is clicked, the schedule management function unit 34 displays the schedule edit screen of the target schedule data 75. However, the schedule management function unit 34 accepts editing of the schedule contents only when the status is not executed in the status setting display unit 335.

When the duplication button 334c is clicked, the schedule management function unit 34 displays the schedule duplication screen of the target schedule data 75. It is also possible to duplicate the original data other than the schedule name.

When the status viewing button 334d is clicked, the schedule management function unit 34 displays a usage status screen 360 (see FIG. 10C) showing the usage status of the target schedule data 75.

When the stop button 334e is clicked, the schedule management function unit 34 transmits to the outbound server 3 to stop the transmission based on the target schedule (schedule data 75). As a result, the schedule management function unit 34 changes the status of the schedule from being executed to being stopped, and after a few minutes, when the outbound server 3 completely stops the transmission, the status is changed to manual stop.

When the resume button (not shown) is clicked, the schedule management function unit 34 resumes transmission of the target schedule. The schedule management function unit 34 requests the designation of the execution time zone and the number of channels again at the time of restart.

FIG. 10B is a screen configuration diagram of the schedule new registration screen 340 displayed on the setting PC 10 by the schedule management function unit 34. The schedule management function unit 34 requests the schedule name 341 to input the schedule name, and the transmission date 342 to input the scheduled transmission date. No input is required for immediate transmission. The schedule management function unit 34 receives one or a plurality of designations of the time zone to be transmitted by the time zone designation unit 343. No input is required for immediate transmission. The schedule management function unit 34 requests the number notification selection unit 344 to select whether to notify the call destination of the telephone number of the call number 345 or not, and wants to exclude the call NG list designation unit 346 from the call. The setting of the outgoing NG list (outgoing NG list data 74) is arbitrarily requested, the template specification unit 347 is requested to specify the template to be used from the outbound template data 72 registered in advance, and the outgoing list specification unit 348 is requested. , The call list to be used is specified from the call list data 73 registered in advance, and the number of channels (number of lines) to be used is requested from the bottom 349 of the channels. As the number of channels increases, the number of outgoing calls increases.

The schedule management function unit 34 requests the call time designation unit 350 to set the call time to call the call destination. This time can be freely set, and in this embodiment, five types of 25 seconds, 30 seconds, 40 seconds, 50 seconds, and 60 seconds are prepared. As a result, if there is no response even after the set number of seconds has elapsed, the next number can be dialed by disconnecting.

The schedule management function unit 34 requests the response waiting time designation unit 351 to set the response timeout time in the section (question, numerical authentication, number input) in the outbound template data 72. The time that can be set may be set as appropriate, but in this embodiment, there are six types of time: 10 seconds, 20 seconds, 30 seconds, 40 seconds, 50 seconds, and 60 seconds.

The schedule management function unit 34 requests the automatic stop valid response number designation unit 352 to set the number of valid responses when the transmission is stopped by the number of valid responses. As a result, at the time of outbound execution, the stop processing can be started when the set number of automatic stop valid responses is reached. Eventually, the actual number of valid responses will be larger than the number of automatic stop valid responses.

The schedule management function unit 34 requests the automatic stop connection number designation unit 353 to set the number of connections when the transmission is stopped by the number of connections. As a result, when the outbound is executed, the stop processing can be started when the set number of automatic stop connections is reached. Eventually, the actual number of connections will be larger than the number of automatic stop connections.

The schedule management function unit 34 requests the redial number designation unit 354 to set the number of redials when redialing a telephone number that has not been connected, and the redial interval designation unit 355 requests all the telephones in the designated outgoing call list. Asks you to set the interval between dialing the number and redialing in fractions. No matter how the number of minutes of the redial interval is set here, when the outbound is executed, the dialing is not performed except in the time zone designated by the time zone designation unit 343. When the immediate call button 358 is clicked, the schedule management function unit 34 displays a call confirmation screen (not shown) and requests input of a call time zone. The schedule management function unit 34 closes the screen without saving when the close button 356 is clicked, and when the save button 357 is clicked, the schedule of the set contents is set as a part of the schedule data 75 (see FIG. 2). Save in the setting database 2d (see FIG. 1). When editing the schedule, the schedule management function unit 34 displays the same screen as the schedule new registration screen 340 and accepts the change of the displayed contents.

<Usage status display function>
FIG. 10C is a screen configuration diagram of the usage status screen 360 displayed on the setting PC 10 by the usage status display function unit 35. This usage status screen 360 is a screen displayed when the status viewing button 334d is clicked on the schedule list screen 330 (see FIG. 330), and the transmission status of the schedule selected by clicking the status viewing button 334d is displayed. show.

The usage status screen 360 includes a number status display unit 367, a list status display unit 368, and a question number display unit 369.
The number status display unit 367 includes a list number display unit 367a indicating the number of lists (number of destinations) of the selected schedule, a call count display unit 367b indicating the number of transmissions, and a connection number display unit 367c indicating the number of connections. It is provided with a connection rate display unit 367d indicating the rate of the number of connected cases (connection rate) among the number of transmitted cases, and a valid response number display unit 367e indicating the number of valid responses.
The list status display unit 368 is a band graph that aggregates and shows the response status, and includes a valid answer display unit that shows the number of valid answers and a connection / invalid answer display unit that shows the number of connected but invalid answers. , It has an unconnected display unit that shows the number of unconnected cases.

The question number display unit 369 displays the number of questions for each answer number next to the answer number, and displays the ratio of the answer numbers in a pie chart.

When the detail button 361 is clicked, the usage status display function unit 35 displays the call history detail screen 380 (see FIG. 11B) that displays a list of call history data, and the unprocessed DL button 362 is clicked. And, when the untransmitted data excluding the outgoing data is downloaded from the outgoing call list (outgoing list data 73) used in the schedule and the history DL button 363 is clicked, all the outgoing call history data executed in the schedule is downloaded. And when the valid DL button 364 is clicked, only the data with a valid answer from the outgoing call history executed in that schedule is downloaded. The data items of the call history-related data to be displayed or downloaded on the screen are composed of the call date / time, the call destination telephone number, the connection time, the status such as the presence / absence of an answer, and the answer to the question.

When the automatic update pull-down 365 is clicked, the usage status display function unit 35 accepts the selection of the number of minutes for automatically updating the usage status screen 360. The items that can be selected can be set as appropriate, but in this embodiment, six types of 1 minute, 2 minutes, 5 minutes, 10 minutes, 15 minutes, and 20 minutes are set.

FIG. 11A is a part of the usage status screen 370 displayed when the status of the schedule currently being operated is stopped, manually stopped, or waiting for redial. The usage status display function unit 35 further displays the restart button 371 and the end button 372 at the time of these statuses. When the resume button 371 is clicked, the usage status display function unit 35 requests the specification of the execution time zone and the number of channels again when resuming the transmission of the target schedule data 75, and when the end button 372 is clicked, the target. The status of the schedule data 75 of is changed to the end (see FIG. 10 (A)).

<<< Inbound-related functions >>>
Inbound template management function unit 41, incoming call list management function unit 42, incoming call rejection list management function unit 43, incoming call setting management function unit 44, and incoming call status display function unit 45 are provided as inbound-related functional units. Further, as the function units used by the inbound template management function unit 41, the playback section registration function unit 51, the question section registration function unit 52, the numerical authentication section registration function unit 53, the number input section registration function unit 54, the transfer section registration function unit 55, The recording section registration function unit 56, the count section registration function unit 57, the disconnection section registration function unit 58, the timeout section registration function unit 59, and the character string authentication section registration function unit 60 are provided. These have many parts in common with the functional parts related to inbound, and the same elements are designated by the same reference numerals and detailed description thereof will be omitted. The functions related to inbound, which are different from outbound, will be described in detail below.

<Template creation function>
The inbound template management function unit 41 creates a template for inbound with the same configuration and operation as the outbound template management function unit 31. Specifically, creating a template using the template list screen 131 (see FIG. 3 (C)), the template creation screen 141 (see FIG. 3 (D)), and the section display unit 161 (see FIG. 3 (E)). Management such as editing and editing, and registration of various sections by each section registration function unit (51 to 59) are executed. As a section that was not outbound, the character string authentication section registration function unit 60 is provided.

≪Character string authentication section function≫
The character string authentication section is a section used when authenticating the input character string.

FIG. 11C shows a screen configuration diagram of the character string authentication section addition screen 390 displayed on the setting PC 10 by the character string authentication section registration function unit 60.

The character string authentication section registration function unit 60 includes a type tab 172, a title input unit 173, and a voice setting unit 174. Here, in the type tab 172, "character string authentication" is added to the same item as inbound as a selectable item. Other than that, the configuration is the same as inbound.

The character string authentication section registration function unit 60 accepts the selection of whether or not it is desired to be treated as a valid question by the valid question check box 391, and when the check is checked, the valid check box of the answer number can be set.

The character string authentication section registration function unit 60 pulls down the items used for authentication from the items that have been registered in the incoming call list by the authentication item specification unit 393, and accepts the selection of any one, and the digit number specification unit 394. Accepts the specification of the number of digits used for authentication.

The character string authentication section registration function unit 60 accepts the input of the text of the explanation for each determination pattern in the text box 395b by the answer number setting unit 395, and accepts the check of whether or not the validity check box 395a is valid. The determination pattern is appropriately set according to the items selected by the authentication item designation unit 393, such as match or mismatch, or large or small. When the valid question check box 391 is checked, the character string authentication section registration function unit 60 accepts the input of a plurality of items in the answer number setting unit 395. The repeat confirmation check box 396 executes the same operation as the repeat confirmation check box 194 shown in FIG. 5 (B).

<Call list creation function>
The incoming call list management function unit 42 accepts the registration of the incoming call list using the outgoing call list list screen 270 (see FIG. 8C) described in the inbound manner. The contents are the same, but it is preferable that the title of the screen is the incoming call list list screen. Then, when the new registration button 272 is clicked on the outgoing list list screen 270, the incoming call list management function unit 42 displays the incoming call list new registration screen 400 shown in FIG. 11A. The incoming call list new registration screen 400 has the same items (282-289) as the outgoing call list new registration screen 280 (see FIG. 8D), and further, a collation item designation unit that accepts designation of items to be used for collation. It is equipped with 402. In the collation item designation unit 40, a plurality of items (telephone number, name, date of birth, etc.) of an arbitrarily selected file (file in which the incoming call list is stored), which is an item associated with the information of the called party, are selected. Display pull-down and accept one selection. Further, the incoming call list detail screen displayed when the edit button 277 is clicked on the outgoing call list list screen 270 (see FIG. 8 (C)) is an invalid item from the outgoing call list detail screen 290 (see FIG. 9 (A)). It is the same as the screen except for the reflection button 294 and the invalid check box 297b, and has the same function.

<Call rejection list creation function>
The incoming call rejection list management function unit 43 executes the same function on the same screen as the outgoing call NG list list screen 300 (see FIG. 9B). It is preferable that only the title of the screen is the call rejection list list screen. The outgoing NG list new registration screen 310 (see FIG. 9C), which is displayed when the new registration button 302 of the outgoing NG list list screen 300 is clicked, has the screen title as the incoming call rejection list new registration screen and the expiration date input unit. It is configured except for 314 and 315. Further, the outgoing NG list detail screen 320 (see FIG. 9D), which is displayed when the edit button 306 of the outgoing NG list list screen 300 is clicked, has the screen title as the incoming call rejection list detailed screen, and the expiration date input unit 324a. , 324b are excluded.

<Incoming call setting management function>
The incoming call setting management function unit 44 displays an incoming call setting list screen (not shown) similar to the schedule list screen 330 (see FIG. 10A). This incoming call setting list screen has a new registration button 331 of the schedule list screen 330, a selection item deletion button 332, a selection item result DL pull-down 333, a schedule list display unit 334, a status setting display unit 335, an automatic update pull-down 336, and a duplicate button 334c. , And a status viewing button 334d, without an edit button 334b, a stop button 334e, and a resume button (not shown). In the schedule list display unit 334, the display items have changed, and No. , Phone number, applicable date, template, call blocking list, incoming list, creation date and time, author, and action are displayed. Other points are the same as the schedule list screen 330.

When the new registration button 331 of the schedule list screen 330 is clicked, the incoming call setting management function unit 44 displays the new registration screen 410 shown in FIG. 12B. On the new registration screen 410, a phone number specification unit 411 for setting the destination phone number, a template specification unit 412 for specifying a registered template in advance, and an incoming call rejection list for which the destination phone number is to be excluded are optional. The incoming call rejection list specification unit 413 set in, the incoming call list specification unit 414 that arbitrarily specifies the registered incoming call list, the close button 415 that ends new registration without saving, and the save that saves the entered contents. A button 416 is provided.

<Incoming call status display function>
The incoming call status display function unit 45 displays the incoming call status screen 420 as shown in FIG. 12 (C). The incoming call status screen 420 has an incoming call status list display unit 421 that displays a list of incoming call status, an incoming call history DL button 422 that downloads incoming call history, and a valid DL button 423 that downloads only valid answer data from the incoming call history. have. The incoming call status list display unit 421 indicates the "date and time" indicating the date and time when the incoming call was received, the "destination" indicating the telephone number of the called party, the "connection time" indicating the time when the incoming call was received and connected, and whether or not there was an answer. "Status" indicating the answer to Question 1, "Question 1" indicating the answer to Question 1, "Question 2" indicating the answer to Question 2, "Question 3" indicating the answer to Question 3, and "Operator transfer" indicating the presence or absence of transfer to the operator. It is composed of each item of ".

<<< Execution of outbound >>>
In the outbound execution, when the control unit 2a of the WEB server 2 executes the outbound program 2e and the transmission time zone is reached according to the schedule data 75, the transmission list data 73 registered in the schedule data 75 in that time zone is used. The outbound server 3 is made to execute an operation of sequentially calling (calling) to the registered telephone numbers and processing the call with the other party to which the line is connected according to the outbound template data 72. At this time, it is searched whether the telephone number of the called destination is registered in the outgoing NG list data 74, and if a number matching the outgoing NG list data 74 is registered, the outgoing call (call) is not performed. In this series of processes, the control unit 2a of the WEB server 2 accesses the voice synthesis server 8 to perform the necessary voice synthesis in each section of the outbound template data 72 to acquire the synthesized voice, and outbound. Outbound template data 72 including a list of telephone numbers to be transmitted to the server 3 and voice data is transmitted. The outbound server 3 makes a call (call) via the telephone network 7 in the order of the list of telephone numbers, and when the line is connected, the outbound server 3 reproduces the voice according to the outbound template data 72 and from the target person call terminal 12 which is the call partner. Signals (push numbers, recorded voice, etc.) are received and recorded as a call history. Further, the outbound server 3 appropriately transmits this history data to the WEB server 2 so that the latest status and history can be confirmed on the usage status screen 360 (see FIG. 10C).

When the process of accepting the questionnaire rejection is set in the question section registration function unit 52, the outbound server 3 reproduces the voice data communicating that the call for the future questionnaire can be rejected, and the answer number of the questionnaire rejection is input. Then, "I'm very sorry. I will not call the phone number you called in the future. Please hang up." A message confirming the refusal of the questionnaire will be sent by voice, and The telephone number of the other party is registered in the outgoing NG list data 74. The reproduction processing data for transmitting that the call for this future questionnaire can be refused will be the reproduction processing data for transmitting the fact that it can be refused. Further, the data of the outgoing NG list addition registration process for registering the rejected telephone number in the outgoing NG list data 74 is the exclusion response processing data. The control unit 3a of the outbound server 3 that executes the exclusion response processing data functions as an exclusion setting means.

When the process for transmitting a short message (process data for questionnaire) is set in the question section registration function unit 52, the outbound server 3 receives the answer number for transmitting the short message, and the telephone number during the call. The SMS server 9 is instructed to send a short message to, and when the completion data indicating the completion of short message transmission is received from the SMS server 9, the call with the telephone number is disconnected. It should be noted that the timing of this disconnection is set to a predetermined time after receiving the completion data, or set to a predetermined time after instructing the transmission of the short message, so that the short message can be received during the call as appropriate. Set to the timing of. The SMS server 9 sends a short message. After that, the user accesses the URL described in the short message and answers the questionnaire on the homepage. The contents of the answers to the questionnaire are recorded by the WEB server 2.

When the outbound server 3 becomes a section to transfer to the operator by processing according to the outbound template data 72, the outbound server 3 transfers the call connection with the target person's call terminal 12 that has been talking up to that point to the operator telephone 11, and thereafter the target. The shift is made to the operator correspondence in which the outbound server 3 is not involved in the personal call terminal 12. The outbound server 3 implements transmission control and the like so that the number of connected telephone lines in parallel is less than the number of seats specified by the number of seats input unit 225 (see FIG. 6A).

FIG. 13 is a flowchart at the time of outbound execution in this embodiment. The control unit 2a of the WEB server 2 executes the outbound program 2e (step S1).

The control unit 2a refers to the outgoing call list registered in the outgoing call database 3d (step S2), and confirms whether or not the first telephone number in the outgoing call list matches the telephone number registered in the outgoing call NG list data 74. (Step S3).

If they match (step S3: YES), the control unit 2a refers to the next telephone number in the outgoing call list (step S4), returns to step S3, and repeats the process.

If they do not match (step S3: NO), the control unit 2a sends template data to the outbound server 3 so as to call the currently referenced telephone number, requests a call, and requests the outbound server 3. The control unit 3a executes a transmission (call) (step S5).

When the line connection is established by transmission, the control unit 3a of the outbound server 3 executes the outbound program and reproduces the voice data acquired from the voice database 8d according to the template data (step S6). The voice data at this time is a greeting message, for example, "This is the XX Survey Center. I'm sorry for the recording guide today, but I'd like to ask for a party approval rating survey. If you are busy, please hang up as it is. If you would like to cooperate, please press No. 1. If you do not want to answer such polls in the future, please press No. 3. Then, please. " can. The voice data at this time includes a message to enter the answer by number, and confirms the content that can refuse future guidance (reproduction processing data for refusalable fact transmission) and consent to cooperate with the survey (questionnaire). The contents (reproduction processing data for confirmation of cooperation consent) and the contents (reproduction processing data for transmitting the fact that the call can be disconnected) that can be hung up are included.

When the push signal to reject (“3” in this example) is received (step S7: YES), the control unit 3a registers the telephone number of the other party in the outgoing NG list data 74 (step S8). At this time, the telephone number of the target person terminal 12 is further deleted from the outgoing list data 73.

Then, the control unit 3a acknowledged the questionnaire refusal to the person to be called, saying, "I'm very sorry. I will not call the phone number you called in the future. Please hang up." The message to be sent is reproduced by voice (step S9), the line connection is disconnected, and the process proceeds to step S18.

When a push signal (“1” in this example) indicating cooperation without refusal is received (step S7: NO), the control unit 3a uses the template as predetermined information that can be expressed by a numerical value relating to the call target person during the call. The voice data requesting the input of the zip code is reproduced (step S10).

The control unit 3a receives the input push signal, associates it with the telephone number of the callee as a 7-digit zip code, and stores it in the out-band execution history data 76 (step S11), and ". 〇. Press 1 if you like. Press 0 if you want to correct it. Then, please. ”Play a voice prompting confirmation (step S12).

If the target person does not answer this questionnaire but does not reject future calls, the call is disconnected from the target person without receiving the push signal. In this case, the process is completed by disconnecting the call, and the process proceeds to step S18.

When a number indicating that the zip code (predetermined information) entered in step S12 is to be corrected is entered (step S13: NO), the control unit 3a "presses the 7-digit zip code of the address of the resident's card again. The voice prompting the re-input is reproduced (step S14), and the process is returned to step S11.

When a number indicating that the zip code (predetermined information) entered in step S12 is correct (step S13: YES), the control unit 3a reproduces the voice of the question (questionnaire) and asks for the input of the answer (step S13: YES). Step S15). The voice of this question (questionnaire) is, for example, "Then the question. Which political party do you usually support? 01 for the LDP, 02 for the Democratic Party for the Constitution, 03 for the Democratic Party for the People, 04 for the Komeito, and the Japan Restoration Society. 05, Komeito 06, Social Democratic Party 07, Reiwa Shinsengumi 08, Party to protect the people from NHK 09, other political parties and groups 10, and no party to support, please press 00. Ask a question (questionnaire) that can be answered by number by voice.

The control unit 3a receives the answer number by the push signal (step S16), associates it with the telephone number of the callee, and stores it in the out-of-band execution history data 76.

After repeating these steps S15 to S16 for the number of questions (questionnaire), the control unit 3a plays a voice ending message such as "Thank you for your cooperation. Please hang up." (Step S17). ..

After that, if there is an uncalled telephone number in the outgoing call list and it is not completed (step S18: NO), the process is returned to step S4 to proceed to the next telephone number, and steps S3 to S18 are repeated. If it is finished (step S18: YES), the series of operations is finished.

It is also possible to set the process of transmitting the short message in the question section registration function unit 52, and instead of executing steps S15 to S17, the short message may be transmitted.
The processing in this case will be described with reference to the flowchart of FIG.

FIG. 14A shows steps S21 to S22 executed instead of steps S15 to S17 when transmitting a short message, and FIG. 14B shows a questionnaire process executed by the WEB server 2 on the homepage. Shows the operation.

After the answer number for transmitting the short message is input to the call target person in step S13 of FIG. 13 and the process proceeds to YES, the control unit 3a moves to the telephone number during the call as shown in FIG. 14 (A). Instruct the SMS server 9 to send a short message (step S21). The instruction at this time includes the URL of the homepage of the questionnaire in the short message and data that can identify the telephone number of the callee. Upon receiving this instruction, the SMS server 9 sends a short mail message containing a character string in which the telephone number of the callee is combined with the URL of the homepage of the questionnaire by a method such as a URL fragment as a short mail message to the telephone number. do.

The control unit 3a reproduces the voice indicating that the short mail has been transmitted (step S22), and waits until the notification of the completion of transmission is received from the SMS server 9 (step S23: NO).

When the notification of the completion of transmission is received from the SMS server 9 (step S23: YES), the control unit 3a disconnects the call with the telephone number (step S24), and proceeds to step S18 shown in FIG. It should be noted that the timing of this disconnection is set to a predetermined time after receiving the completion data, or set to a predetermined time after instructing the transmission of the short message, so that the short message can be received during the call as appropriate. Set to the timing of.

After the SMS server 9 sends the short message, the user accesses the URL described in the short message and answers the question (questionnaire) on the homepage. The contents of the answers to the questions (questionnaire) are recorded by the WEB server 2. This process will be described with reference to FIG. 14 (B).

As shown in FIG. 14B, the control unit 2a of the WEB server 2 accepts the access from the target person calling terminal 12 of the above-mentioned telephone number (step S31), and acquires the ID from the code of the accessed URL. (Step S32). The ID to be acquired at this time is acquired by an appropriate method such as a URL fragment described after "#" at the end of the URL.

The control unit 2a transmits the homepage data for the questionnaire, displays the homepage for the questionnaire on the browser of the target person's calling terminal 12, and requests the answer to the questionnaire by an appropriate method such as selecting a check box or inputting text ( Step S33).

When the control unit 2a receives the press of the input completion button (step S34), it checks whether there is an input omission (step S35), and if there is an input omission (step S35: YES), displays a red character in the input omission item. The process is returned to step S33 after making appropriate display changes such as.

If there is no input omission (step S35: NO), the control unit 2a associates the input content with the telephone number and stores it in the questionnaire result data of the storage unit 2b (step S36), and sends a thank-you message for cooperation in the questionnaire. The indicated thank-you page is displayed on the target person call terminal 12 (step S37), and the process is terminated.

<<< Execution of inbound >>>
To execute the inbound, first, the control unit 2a of the WEB server 2 executes the inbound program 2f, refers to the inbound template data 77 set in the incoming call setting data 80 of the called party that accepts the incoming call, and refers to the inbound template data 77, and the voice synthesis server 8 To prepare necessary synthetic voice data and transmit it to the inbound server 4 together with the incoming call setting data 80 and the inbound template data 77.

When the inbound server 4 receives a call to the destination set in the incoming call setting data 80, the inbound server 4 executes a response to the called destination according to the inbound template data 77 of the incoming call setting data 80. At that time, character string authentication, acceptance of answers, and the like are executed according to the settings of the inbound template data 77, and the history data is stored. Further, this history data is appropriately transmitted to the WEB server 2 so that the latest status and history can be confirmed on the incoming call status screen 420.

FIG. 15 is a functional block diagram of the contact center system 1.
The outbound server 3 has an outbound processing unit 501, a call non-connection processing unit 502, a call connection processing unit 503, a cooperation presence / absence determination unit 504, an incoming call rejection processing unit 505, and an SMS transmission instruction unit as functional units executed by the control unit 3a. It is equipped with 506.

The outbound processing unit 501 makes a call according to the call request received from the WEB server 2 (see step S6 in FIG. 13).
The call unconnected processing unit 502 stores the call as an unconnected telephone number when the call is made but the call is not connected (when the call is not connected). It is desirable that the unconnected telephone number be configured to make a call after a predetermined time.

The call connection processing unit 503 executes reproduction of the voice data acquired from the voice database 8d according to the template data received from the WEB server 2 when the call is connected (in the case of a call connection) (step S6 in FIG. 13). reference)

The cooperation presence / absence determination unit 504 reproduces the voice data of the inquiry as to whether or not to reject the future incoming call of the questionnaire in the reproduction of the voice data according to the template data, and when the push number for rejecting the incoming call is pressed, the cooperation presence / absence determination unit 504 reproduces the voice data. Judging that there is no cooperation, we will notify you that we have accepted the call rejection setting such as "I am very sorry. I will not call the phone number you called in the future. Please hang up." (See steps S6 to 7 in FIG. 13).

The incoming call rejection processing unit 505 registers the telephone number that has accepted the incoming call rejection in the outgoing NG list data 74 (see step S8 in FIG. 13).
The SMS transmission instruction unit 506 transmits an instruction to send a short mail to the short mail address of the user who did not refuse the cooperation to the SMS server 9 (see step S21 in FIG. 14).

The inbound server 4 includes an inbound processing unit 511, a cooperation presence / absence determination unit 514, an incoming call rejection processing unit 515, and an SMS transmission instruction unit 516 as functional units executed by the control unit 4a.

The inbound processing unit 511 receives a call from the telephone number to which the outbound processing unit 501 calls. At this time, it is confirmed whether the received telephone number is stored in the call unconnected processing unit 502 of the outbound server 3, and if it is stored, the answer is started. Do not perform a normal response (answer according to template data) because the call is from a telephone number that has already been answered.

The cooperation presence / absence determination unit 514, the incoming call rejection processing unit 515, and the SMS transmission instruction unit 516 execute the same operations as the cooperation presence / absence determination unit 504, the incoming call rejection processing unit 505, and the SMS transmission instruction unit 506 of the outbound server 3 described above. do.

The WEB server 2 includes a transmission instruction unit 521, a call rejection registration unit 523, and a WEB processing unit 525 as functional units executed by the control unit 2a. As the data to be stored in the storage unit 2b, the transmission number list data 73, the transmission NG list data 74, and the response data 529 are stored.

The calling instruction unit 521 confirms that each telephone number registered in the calling number list 73 is not registered in the calling NG list 74, and issues a call instruction (calling instruction) to the outbound server 3 (calling instruction). See steps S2-5 in FIG. 13).

The incoming call rejection registration unit 523 registers the telephone number of the user who rejected the future questionnaire in the h-heart NG list 74 (see step S8 in FIG. 13).

The WEB processing unit 525 receives an access from a terminal used by a user such as a smartphone, and reads the tracking code used at the time of the access. If this tracking code is a tracking code that has been used in the past, the registration of questionnaire responses will not be accepted, or only one of the same tracking code answers in the past and this answer will be adopted. The fairness of questionnaire responses is ensured by maintaining the state in which one answer is registered for one telephone number.

The SMS server 9 includes an SMS transmission unit 531 as a functional unit executed by the control unit 9a.
The SMS transmission unit 531 transmits a short message containing a URL or the like in accordance with a transmission request for the short message received from the WEB server 3 (see step S21 in FIG. 14).

With the above configuration and operation, it is possible to prevent the subject from sending out the questionnaire in the future according to the request of the subject, and it is possible to eliminate the dissatisfaction of the subject who does not want to respond.

When the subject refuses to make a call in the future, the call is immediately registered in the outgoing NG list data 74, so that the call related to the questionnaire will not be made after the call. Therefore, the stress of the subject can be significantly reduced.

In addition to being registered in the outgoing NG list data 74, the data registered in the outgoing list data 73 by the outgoing list management function unit 32 is also deleted. Therefore, even if the outgoing NG list management function unit 33 causes some kind of error, the outgoing NG list management function unit 33 does not make a call again, and the wishes of the target person can be reflected more reliably.

Further, in order to confirm whether the data newly registered in the outgoing call list data 73 is already registered in the outgoing call NG list data 73, and if it is registered, warn the user of the voice call control system 1 to that effect. , It is possible to prevent the target person who refuses the questionnaire from being re-registered and sent.

In addition, a response confirmation step is provided for the target person to confirm whether or not to reject the future questionnaire before actually conducting the questionnaire. Therefore, the subject can reject future questionnaires without spending time to answer the questionnaire even once, and the stress of the subject can be significantly reduced.

Further, a response confirmation step for confirming whether or not to reject the future questionnaire to the target person is provided before the target person information confirmation step for inputting information about the target person. Therefore, the subject can refuse future questionnaires without inputting troublesome personal information, and the stress of the subject can be significantly reduced.

In addition, since the URL can be sent as a short message and the questionnaire can be taken on the homepage, it is possible to answer the questionnaire smoothly on the homepage instead of listening to the voices one by one over the phone. can. In addition, this can reduce the call time and significantly reduce the telephone charges on the side of taking the questionnaire.

In addition, first check whether to reject future calls (or at the earliest possible stage from the line connection), and if rejected, no further guidance will be given, so the time and operation until the rejection is completed will be required. It is possible to reduce the dissatisfaction of users who dislike receiving questionnaires and the like by reducing the number as much as possible.

Further, when the short message is transmitted, the call is disconnected after the transmission of the short message is completed, so that the certainty of the questionnaire implementation can be improved. In other words, it is possible to prevent the short message from being forgotten without going to the homepage of the questionnaire after that because the call was disconnected first and the short message did not arrive.

In addition, by configuring the system to send a short message, it is possible to have a user who cannot afford to answer the questionnaire at the time of making a call but has time later to proceed from the short message to the questionnaire. Therefore, the response rate to the questionnaire can be increased.

In addition, when the called party does not answer the call and becomes unconnected, and the call is made by looking at the incoming call history from the other party, the inbound server 4 that received the call receives the called phone number (call). It is confirmed whether the telephone number of the person) is registered in the calling number list 73 and matches the telephone number stored at the time of the call non-connection processing, and the questionnaire is conducted only when it is confirmed. Therefore, it is possible to prevent a user who knows the telephone number from the incoming call history from causing damage such as asking a friend, an acquaintance, or the like to answer a questionnaire with a specific tendency and concentrating the answer.

In addition, the user who made a call from the incoming call history is also asked to select whether to receive a call for a future questionnaire or to reject it at all. As a result, the user who has revisited the incoming call history can also eliminate the need for future questionnaires.

Further, since the WEB server 2 is configured to prevent a plurality of answers regarding the same user or the same telephone number by using the tracking code, it is possible to prevent illegally submitting the questionnaire answers a plurality of times.

The voice call control system in the present invention corresponds to the contact center system 1 of the embodiment, and similarly, the same applies hereinafter.
The computer corresponds to the WEB server 2 and
The voice call processing setting program corresponds to the setting program 2c,
The incoming call rejection number storage means, the processing procedure storage means, the line connection identification data storage means, and the outgoing NG list storage means correspond to the setting database 2d.
The transmission control means corresponds to the control unit 3a of the outbound server 3 that transmits according to the transmission list data 73.
The outgoing call suspension process corresponds to the control unit 3a of the outbound server 3 that limits outgoing calls according to the number of seats.
The line connection means corresponds to the line connection units 3m and 4m.
The audio reproduction means corresponds to the control unit 3a of the outbound server 3 and the control unit 4a of the inbound server 4 that reproduces the audio registered in the section.
The call control means corresponds to the control unit 3a of the outbound server 3 and the control unit 4a of the inbound server 4 that operate according to the question section.
The push signal receiving means corresponds to the control unit 3a of the outbound server 3 and the control unit 4a of the inbound server 4 that receive the push signal from the target person's call terminal 12.
The incoming call control means corresponds to the control unit 4a of the inbound server 4 that controls incoming call reception and incoming call rejection according to the incoming call rejection list data 79.
The line corresponds to the telephone network 7 and
The voice data corresponds to the voice data of the synthetic database 8d and the voice file registered in the setting database 2d.
The short message transmission means corresponds to the SMS server 9 and
The target call terminal corresponds to the target person call terminal 12 and
The processing procedure creating means corresponds to the outbound template management function unit 31 and the inbound template management function unit 41.
The status display means corresponds to the usage status display function unit 35 and the incoming call status display function unit 45.
The outgoing list corresponds to the outgoing list data 73,
The outgoing NG list corresponds to the outgoing NG list data 74,
The processing procedure data corresponds to the outbound template data 72,
The incoming call rejection list data corresponds to the incoming call rejection list data 79,
The voice data acquisition means for a call corresponds to the voice setting unit 174, and is compatible with the voice setting unit 174.
The section connection registration means corresponds to the jump destination setting unit 185, the jump destination setting unit 186 in other cases, the jump destination setting unit 187 at the time of timeout, and the jump destination setting unit 214.
The replay process for transmitting facts that can be rejected corresponds to step S6.
The exclusion response process corresponds to YES in step S7.
The predetermined information input request reproduction process corresponds to step S10, and corresponds to step S10.
The questionnaire processing corresponds to steps S15 to S16,
The short message transmission response processing corresponds to step S21, and corresponds to step S21.
The identification data for line connection corresponds to the telephone number,
The playback processing data corresponds to the data in the playback section.
The response processing data corresponds to the data in the question section,
The present invention is not limited to this embodiment and can be various other embodiments.

For example, the calling list management function unit 32 is not limited to the method of managing the destination data in which a plurality of destination telephone numbers are registered as described above, and for example, the telephone is made based on the generation standard data which is the standard for generating the telephone number. The number may be randomly generated. In this case, it can be generated by an appropriate method, for example, the city code is randomly selected and the subsequent 7-digit or 8-digit sequence is randomly determined.

Further, the line connection identification data uses a telephone number in the above-described embodiment, but is not limited to this, and for example, by using a call function in a smartphone application, an ID number for personal identification in the application is connected to the line. It can be various identification data that can specify the call destination, such as identification data for use.

The present invention can be used in an industry in which a large number of telephone numbers are called and automatically answered.

1 ... Contact center system 2 ... WEB server 2c ... Setting program 2d ... Setting database 3 ... Outbound server 3a ... Control unit 3m, 4m ... Line connection unit 4 ... Inbound server 4a ... Control unit 7 ... Telephone network 8d ... Synthetic database 12 ... Target person Call terminal 31 ... Outbound template management function unit 35 ... Usage status display function unit 41 ... Inbound template management function unit 45 ... Incoming call status display function unit 72 ... Outbound template data 73 ... Outgoing list data 74 ... Outgoing NG list data 77 ... Inbound template data 79 ... Incoming call rejection list data 174 ... Voice setting unit 185 ... Jump destination setting unit 186 ... In other cases Jump destination setting unit 187 ... Jump destination setting unit 214 at the time of timeout ... Jump destination setting unit

Claims (3)

An identification data storage means for line connection that stores identification data for line connection of a plurality of call targets or generation reference data for randomly generating the identification data for line connection, and
A line connection means for connecting a line to the target call terminal so that a two-way voice call can be made with the target call terminal to which the line connection identification data is assigned.
A voice data acquisition means for a call that acquires voice data used for the call,
A voice reproduction means that reproduces the voice data acquired by the call voice data acquisition means and transmits the voice data to the target call terminal through the line.
A push signal receiving means for receiving a push signal input by the target call terminal, and
The next operation is determined according to the reproduction processing data indicating the reproduction content which is acquired by the voice data acquisition means for a call and is reproduced by the voice reproduction means, and the push signal received by the push signal receiving means. A processing procedure storage means for storing processing procedure data including at least one of the response processing data, and a processing procedure storage means.
After the line connection with the target call terminal is established by the line connection means, the voice data acquisition by the call voice data acquisition means, the reproduction by the voice reproduction means, and the push signal receiving means according to the processing procedure data. Equipped with a call control means that executes the determination of the next operation according to the push signal received by
The processing procedure data indicates the refusalable fact transmission reproduction processing data for reproducing the voice data for transmitting that the future call can be refused as the reproduction content of the reproduction processing data, and the refusal as the response processing data. Whether to agree to cooperate with the questionnaire as the reproduction content of the exclusion response processing data that excludes the line connection identification data during a call from the future call target when the push signal is received and the reproduction processing data. Reproduction of the cooperation consent confirmation reproduction processing data for reproducing the voice data for transmitting the content to be confirmed and the call disconnectable fact transmission for reproducing the voice data for transmitting that the reproduction processing data may be hung up as the reproduction content. Has playback processing data for
An exclusion setting means for setting exclusion of the line connection identification data during a call to the line connection identification data storage means based on the exclusion response processing data is provided.
The call control means cooperates with the questionnaire after playing the voice data that conveys that the call may be hung up and before playing the voice data that conveys the content that can refuse a future call. A voice call control system that reproduces the voice data that conveys the content of confirming whether or not to accept . The line connection identification data for a plurality of calls or the generation reference data for randomly generating the line connection identification data is stored in the line connection identification data storage means.
A line is connected to the target call terminal by a line connection means so that a two-way voice call can be made with the target call terminal to which the line connection identification data is assigned.
The voice data used for the call is acquired by the voice data acquisition means for a call, and the voice data is acquired.
The voice data acquired by the voice data acquisition means for a call is reproduced by the voice reproduction means and transmitted to the target call terminal through the line.
The push signal input by the target call terminal is received by the push signal receiving means, and the push signal is received.
The next operation is determined according to the reproduction processing data indicating the reproduction content which is acquired by the voice data acquisition means for a call and is reproduced by the voice reproduction means, and the push signal received by the push signal receiving means. Processing procedure data including at least one of the response processing data is stored in the processing procedure storage means.
After the line connection with the target call terminal is established by the line connection means, the voice data acquisition by the call voice data acquisition means, the reproduction by the voice reproduction means, and the push signal receiving means according to the processing procedure data. The call control means executes the determination of the next operation according to the push signal received by the call control means.
The processing procedure data indicates the refusalable fact transmission reproduction processing data for reproducing the voice data for transmitting that the future call can be refused as the reproduction content of the reproduction processing data, and the refusal as the response processing data. Whether to agree to cooperate with the questionnaire as the reproduction content of the exclusion response processing data that excludes the line connection identification data during a call from the future call target when the push signal is received and the reproduction processing data. Reproduction of the cooperation consent confirmation reproduction processing data for reproducing the voice data for transmitting the content to be confirmed and the call disconnectable fact transmission for reproducing the voice data for transmitting that the reproduction processing data may be hung up as the reproduction content. Has playback processing data for
Based on the exclusion response processing data, the exclusion setting of the line connection identification data during a call is executed for the line connection identification data storage means by the exclusion setting means.
Confirm whether you agree to cooperate with the questionnaire after playing the voice data that conveys that you can hang up and before playing the voice data that conveys the content that can refuse future calls . A voice call control method for reproducing the voice data for transmitting the contents . Computer,
An identification data storage means for line connection that stores identification data for line connection of a plurality of call targets or generation reference data for randomly generating the identification data for line connection, and
A line connection means for connecting a line to the target call terminal so that a two-way voice call can be made with the target call terminal to which the line connection identification data is assigned.
A voice data acquisition means for a call that acquires voice data used for the call,
A voice reproduction means that reproduces the voice data acquired by the call voice data acquisition means and transmits the voice data to the target call terminal through the line.
A push signal receiving means for receiving a push signal input by the target call terminal, and
The next operation is determined according to the reproduction processing data indicating the reproduction content which is acquired by the voice data acquisition means for call and is reproduced by the voice reproduction means, and the push signal received by the push signal receiving means. Rejectable fact transmission reproduction processing data for reproducing the voice data, which includes at least one of the response processing data and conveys that the future call can be rejected as the reproduction content of the reproduction processing data, and the response processing data. When the push signal indicating the refusal is received, the exclusion response processing data for excluding the line connection identification data during a call from future calls, and the reproduction processing data to the questionnaire as the reproduction contents. Playing back the voice data that conveys the content to confirm whether to accept the cooperation Plays the playback processing data for confirming the cooperation consent and the voice data that conveys that the phone can be hung up as the playback content of the playback processing data. A processing procedure storage means for storing the processing procedure data having the reproduction processing data for transmitting the fact that the call can be disconnected, and the processing procedure storage means.
After the line connection with the target call terminal is established by the line connection means, the voice data acquisition by the call voice data acquisition means, the reproduction by the voice reproduction means, and the push signal receiving means according to the processing procedure data. After playing the voice data that conveys that the phone may be hung up by executing the determination of the next operation according to the push signal received by the above, the voice that conveys the content that can refuse the future call. Before playing back the data, the call control means to play back the voice data, which conveys the content to confirm whether to accept the cooperation in the questionnaire, and
A voice call control program that functions as an exclusion setting means for setting exclusion of the line connection identification data during a call to the line connection identification data storage means based on the exclusion response processing data.

Images