JP7454167B1 - information processing system - Google Patents

Abstract

The present invention provides an information processing system that eliminates the need for connection confirmation work and reduces costs when applied to a conventional private telephone line network. SOLUTION: In an information processing system 1, a mirror hub 11 mirrors communication information between a telephone network 4 and a PBX 5 and transmits the mirrored information to a CTI adapter 12, and the CTI adapter 12 executes various control processes to transmit the communication information. Information data is created from the information data and sent to the CTI server 15. The CTI server 15 executes various control processes to create processed data from the information data and sends it to the user terminal 9. [Selection diagram] Figure 1

Description

The present invention relates to an information processing system that processes communication information between a telephone network and a private branch exchange and provides the processed information to a destination terminal.

BACKGROUND ART A system called a CTI (Computer Telephony Integration) system has been known as an information processing system (for example, Patent Document 1). In this CTI system, when an incoming call occurs from the telephone network, information such as the originator at the time of the incoming call is provided from the CTI server to the destination terminal.

In addition, in corporations and the like, a system is used as a private telephone line network in which an incoming call signal from a telephone network is transmitted to a private telephone via a private branch exchange (PBX).

JP2017-174938A

When trying to apply the conventional CTI system described above to an existing private telephone line network, it is necessary to change the private branch exchange to one that also has the function of transmitting information such as the caller's information when receiving a call to the CTI server side, or to install a CTI adapter. It is necessary to install a device called a ``CTI'' between the telephone network and the private branch exchange, and to configure the CTI adapter to send information such as the origin of the call to the CTI server when a call is received.

For example, if you change your private branch exchange to one that has the above functions, you will need to confirm the connection with the connected equipment, and you will also need to replace the private branch exchange itself, which will result in increased costs. This will lead to an increase in In addition, even if the above CTI adapter is installed between the telephone network and the private branch exchange, it is necessary to check the connection between the CTI adapter and the connected device, and with the addition of the CTI adapter, This results in an increase in costs.

The present invention has been made to solve the above problems, and provides an information processing system that eliminates the need for connection confirmation work and reduces costs when applied to a conventional private telephone line network. With the goal.

In order to achieve the above object, an information processing system according to claim 1 includes a mirroring device that is provided between a telephone network and a private branch exchange, and that mirrors and outputs communication information between the telephone network and the private branch exchange. , an information processing device that receives communication information from a mirroring device and performs predetermined processing to generate processed information, and outputs the processed information to a destination terminal , and the predetermined processing includes: includes a process of determining whether or not the call audio information is from a predetermined caller when the information includes call audio information, and the processed information includes call audio information from a predetermined caller. is characterized in that it is configured to include information that has been excluded .

According to this information processing system, the mirroring device mirrors and outputs the communication information between the telephone network and the private branch exchange, and the information processing device receives the communication information and performs predetermined processing. Processed information is generated and the processed information is output to the destination terminal.
As described above, by providing a mirroring device between a telephone network and a private branch exchange, processed information that has undergone predetermined processing can be output to a destination terminal. Here, in the case of a mirroring device, it can be manufactured at low cost because only the mirroring function is required. In addition, if the mirroring device is configured to only mirror signals, there is no need to make adjustments with devices connected to it. For the above reasons, according to this information processing system, costs can be reduced compared to cases where the private branch exchange itself is replaced or cases where a CTI adapter is provided.
Furthermore, when the processed information includes call audio information from a predetermined caller, the processed information is configured to include information from which the call audio information from the predetermined caller is excluded. , call voice information from a predetermined caller will no longer be received by the destination terminal. Therefore, by setting this predetermined source to a source from which the user of the destination terminal does not need to receive call audio information, the user of the destination terminal will not receive call audio information that does not need to be received. , user convenience can be improved.

In the present invention, the predetermined process includes a process of determining whether the communication information is incoming call information from the telephone network or outgoing information from the private branch exchange side, and the processed information includes information determined to be incoming call information and It is preferable that the information is configured to include only information determined to be outgoing information or information determined to be incoming call information.

In the case of a mirroring device, since only the mirroring function is required, it is unclear whether the communication information output from the mirroring device is incoming information from the telephone network or outgoing information from the private branch exchange side. . On the other hand, according to this information processing system, it is determined whether the communication information is incoming call information from the telephone network or outgoing information from the private branch exchange side, and the processed information is It is configured to include only information determined to be information, information determined to be outgoing information, or information determined to be incoming call information. As a result, when the processed information is received at the destination terminal, the user of the destination terminal can recognize only the incoming information or distinguish between incoming information and outgoing information, which is convenient for the user. can improve sex.

In the present invention, the predetermined process is a process of determining whether or not the plurality of incoming information are from the same call source when the communication information is information on a plurality of incoming calls from the telephone network within a predetermined period. and a process of treating the plurality of incoming information as a single incoming information when a predetermined condition is satisfied when the plurality of incoming information is determined to be incoming information from the same sender. Preferably, the processed information is configured to include incoming call information that is considered to be a single incoming call information.

According to this information processing system, in the case where the communication information is information on a plurality of incoming calls from a telephone network within a predetermined period, the predetermined processing determines whether the plurality of incoming information are incoming information from the same caller. and processing to consider multiple pieces of incoming information as a single piece of incoming information if a predetermined condition is met when it is determined that multiple pieces of incoming information are from the same call source. Contains. Since the processed information is configured to include incoming information that is considered to be a single incoming information, when the processed information is received at the destination terminal, the user of the destination terminal can Instead of multiple incoming call information, only a single incoming call information can be recognized, which improves user convenience.

In the present invention, the private telephone network including the private branch exchange is configured to use data other than the actual telephone number as the telephone number of the destination, and the predetermined process is such that the communication information is If the communication information does not include number information, it includes processing to convert the information included in the communication information into information on the real phone number of the originator or destination, and the processed information is the converted real phone number of the originator or destination. Preferably, it is configured to include a number.

According to this information processing system, when the communication information does not include the information of the real telephone number of the caller or the called party, the predetermined process replaces the information included in the communication information with the information of the real telephone number of the caller or the called party. Contains processing to convert to . The processed information is configured to include the converted real phone number of the originator or destination , so that when the processed information is received at the destination terminal, the user of the destination terminal can: It is possible to recognize the converted real telephone number of the calling party or the receiving party , thereby improving convenience for the user.

In the present invention, the predetermined process includes a process of determining whether the communication information is telephone call information or facsimile call information, and the processed information is communication information determined to be telephone call information. It is preferable that the communication information is configured to include either communication information determined to be facsimile call information or facsimile call information.

According to this information processing system, the predetermined process includes a process of determining whether the communication information is telephone call information from the telephone network or facsimile call information from the telephone network. The processed information is configured to include either communication information determined to be telephone call information or communication information determined to be facsimile call information. When the information is received at the terminal, the user of the destination terminal can recognize whether the information is telephone call information or facsimile call information, thereby improving user convenience.

In the present invention, the predetermined process includes a process of determining whether the communication information is incoming information from a predetermined sender, and processed information includes information from which incoming call information from the predetermined sender has been excluded. Preferably, it is configured to include.

According to this information processing system, the predetermined process includes a process of determining whether the communication information is incoming information from a predetermined sender. The processed information is configured to include information from which incoming information from a predetermined sender is excluded, so that incoming call information from a predetermined sender is not received by the destination terminal. . Therefore, by setting this predetermined source to a source from which the user of the destination terminal does not need to receive incoming call information, or a source from which the user of the destination terminal does not want to receive incoming call information, the user of the destination terminal does not need to receive incoming call information. This eliminates the possibility of receiving unwanted incoming call information or incoming call information that the user does not want to receive, thereby improving convenience for the user.

According to this information processing system, when the processed information includes call audio information from a predetermined caller, the processed information includes information from which the call audio information from the predetermined caller is excluded. This configuration prevents call voice information from a predetermined caller from being received by the destination terminal. Therefore, by setting this predetermined source to a source from which the user of the destination terminal does not need to receive call audio information, the user of the destination terminal will not receive call audio information that does not need to be received. , user convenience can be improved.

In the present invention, the predetermined process includes a process of recording the call voice information when the communication information includes the call voice information, and the processed information is configured to include the recorded call voice information. It is preferable.

In order to achieve the above-mentioned object, the information processing method according to claim 8 mirrors communication information between the telephone network and the private branch exchange by a mirroring device provided between the telephone network and the private branch exchange. and a step in which the information processing device generates processed information by receiving communication information and performing predetermined processing, and outputting the processed information to a destination terminal. , the predetermined process includes, when the communication information includes call voice information, a process of determining whether the call voice information is call voice information from a predetermined caller, and the processed information The present invention is characterized in that the telephone call voice information from the caller is configured to include excluded information.

1 is a diagram showing the configuration of an information processing system according to a first embodiment of the present invention. 3 is a flowchart showing control processing by a CTI adapter. It is a flowchart which shows control processing by a CTI server. 4 is a flowchart showing the contents of the call data creation process of FIG. 3. FIG. FIG. 3 is a diagram illustrating an example of displaying incoming call data on a user terminal. FIG. 3 is a diagram illustrating an example of displaying call origination data on a user terminal. FIG. 3 is a diagram illustrating an example of displaying incoming fax data on a user terminal. FIG. 7 is a diagram illustrating another display example of incoming call data on a user terminal. FIG. 2 is a diagram schematically showing the configuration of an information processing system according to a second embodiment. FIG. 3 is a diagram schematically showing the configuration of an information processing system according to a third embodiment.

An information processing system according to a first embodiment of the present invention will be described below with reference to the drawings. As shown in FIG. 1, the information processing system 1 of this embodiment is applied to a private telephone system including a PBX 5, a plurality of private telephones 6 (only two are shown), and a private facsimile machine 7.

This local telephone system communicates via a telephone network 4 with a customer's telephone (hereinafter referred to as "customer telephone") 2 and a customer's facsimile machine (hereinafter referred to as "customer facsimile machine") 3.

In the case of this embodiment, the telephone network 4 is composed of an optical line network, and since the configuration of the optical line network is well known, detailed explanation thereof will be omitted here. A plurality of customer telephones 2 and a plurality of customer facsimile machines 3 (only one of which is shown) are connected to this telephone network 4 in a communicable state.

In this information processing system 1, as will be described later, when communication is carried out between the customer telephone 2 and the local telephone 6 or between the customer facsimile machine 3 and the local facsimile machine 7, the communication information data ( packet data) is processed, and the processing result is transmitted to the user terminal 9 as the destination terminal.

Furthermore, the PBX 5 is a private branch exchange (Private Branch eXchange), and since the configuration of the private branch exchange is well known, detailed explanation thereof will be omitted here. The PBX 5 has a function of communicably connecting any one of the plurality of local telephones 6 to any one of the plurality of customer telephones 2, or between the local facsimile machine 7 and one of the plurality of customer facsimile machines 3. ing.

As shown in FIG. 1, the information processing system 1 includes two ONUs 10 and 14, a mirror hub 11, a CTI adapter 12, a router 13, and a CTI server 15.

In this embodiment, the CTI adapter 12 and the CTI server 15 correspond to an information processing device, and the mirror hub 11 corresponds to a mirroring device. Further, the mirroring device is not limited to the mirror hub 11, and may be any device that can mirror communication data flowing between the ONU 10 and the PBX 5.

The ONU 10 is an optical network unit, and the configuration of the optical network unit is well known, so a detailed explanation will be omitted here, but it has the function of mutually converting optical signals and digital signals. We are prepared. This ONU 10 mutually converts an optical signal from the telephone network 4 and a digital signal from a PBX 5, which will be described later.

A mirror hub 11 is connected to the ONU 10. This mirror hub 11 is constituted by a switching hub having a mirroring function, and is provided between the ONU 10 and the PBX 5. Since the configuration of a switching hub having a mirroring function is well known, a detailed explanation thereof will be omitted here.

In this mirror hub 11, when communication is performed between the customer telephone 2 or facsimile machine 3 and the local telephone 6, communication data flowing between the ONU 10 and the PBX 5 is mirrored and transmitted to the CTI adapter 12.

The CTI adapter 12 is connected to the mirror hub 11 and includes an electric circuit, a communication circuit, a microcomputer (all not shown), and the like. As will be described later, in this CTI adapter 12, when receiving communication data from the mirror hub 11, various control processes are executed, and thereby information data, which will be described later, is transmitted to the router 13.

The router 13 transmits information data received from the CTI adapter 12 to the ONU 14, although a detailed explanation thereof will be omitted here since the configuration is well known.

This ONU 14 is configured similarly to the ONU 10 and converts the information data received from the CTI adapter 12 from a digital signal into an optical signal, and then transmits the signal to the CTI server 15 via the Internet 8.

The CTI server 15 includes a processor, a storage, a memory circuit, a communication circuit, etc. (none of which are shown), and is connected to the ONU 14 and a plurality of user terminals 9 (only one is shown) via the Internet 8. There is. When the CTI server 15 receives the information data from the CTI adapter 12, various control processes are executed, thereby outputting created data, which will be described later, to the user terminal 9 via the Internet 8.

The plurality of user terminals 9 are composed of a desktop personal computer, a notebook personal computer, a tablet personal computer, a smartphone, or the like. As described later, in this user terminal 9, when a signal including the creation data is received, the creation data is displayed on the display.

Next, communication control processing executed by the CTI adapter 12 will be described with reference to FIG. 2. As shown in the figure, the CTI adapter 12 first determines whether or not it has received communication data from the mirror hub 11 (FIG. 2/STEP 1). In this case, as described above, the communication data may be incoming data from the telephone network 4 or outgoing data from the local telephone system. If this determination is negative (FIG. 2/STEP 1...NO), the process ends.

On the other hand, if this determination is affirmative (FIG. 2/STEP 1...YES) and communication data from the mirror hub 11 is received, it is determined whether the communication data includes information on a real telephone number (FIG. 2/STEP 1...YES). STEP 2).

If this determination is affirmative (FIG. 2/STEP 2...YES) and the communication data includes information on an actual telephone number, the process proceeds to STEP 4, which will be described later.

On the other hand, if this determination is negative (FIG. 2/STEP 2...NO) and the communication data does not include information on an actual telephone number, telephone number conversion processing is executed (FIG. 2/STEP 3). Here, the information related to the telephone number included in the communication data is not limited to the information of the actual telephone number, but depending on the environment of the telephone network 4 or the private telephone system, information other than the actual telephone number (for example, SIP- (such as a URI). In this embodiment, this telephone number conversion process is executed in order to cope with such a case.

In this telephone number conversion process, information related to a telephone number included in communication data is converted into information of an actual telephone number using a predetermined conversion algorithm. For example, if the information related to the telephone number included in the communication data is a SIP-URI, the SIP-URI included in the communication data can be determined by referring to a database that represents the relationship between the SIP-URI and the actual telephone number. Converted to real phone number information. This database is stored in the microcomputer of CTI adapter 12.

When the telephone number conversion process is executed as described above, or when it is determined that the communication data includes information on a real telephone number as described above, the next step is to determine whether the communication data is call data or not. (FIG. 2/STEP 4).

If this determination is affirmative (FIG. 2/STEP 4...YES) and the communication data is call data, it is determined whether the real telephone number included in the communication data is a number that does not require call audio (FIG. 2/STEP 5). ). This telephone call voice unnecessary number is a telephone number from a customer or the like for whom the user of the user terminal 9 considers that the recorded data of the voice call is unnecessary.

This determination is performed by referring to a database in which various IDs and incoming contact unnecessary numbers are linked. In this case, the various IDs include a user ID that is the ID of the user who uses the user terminal 9, a company ID that is the ID of the company to which the user belongs, a base ID that is the ID of the base to which the user belongs, and an ID of the department to which the user belongs. Any one of the department IDs is used. Note that at least one of a user ID, a company ID, a base ID, and a department ID may be used as the various IDs. Further, this database is stored in the microcomputer of the CTI adapter 12.

If the above-described determination is affirmative (FIG. 2/STEP 5...YES) and the real telephone number included in the communication data is a number that does not require call audio, it is determined whether the real telephone number included in the communication data is a number that does not require incoming call contact. is determined (FIG. 2/STEP 6). This incoming contact unnecessary number is a telephone number from a customer or the like whose incoming call history is considered unnecessary by the user using the user terminal 9.

This determination is performed by referring to a database in which various IDs and incoming contact unnecessary numbers are linked. Further, this database is stored in the microcomputer of the CTI adapter 12.

If this determination is affirmative (FIG. 2/STEP 6...YES) and the actual telephone number included in the communication data is a number that does not require incoming call contact, the process ends immediately. On the other hand, if this determination is negative (FIG. 2/STEP 6...NO) and the actual telephone number included in the communication data is not an incoming call unnecessary number, the first call information data creation process is executed (FIG. 2/STEP 7).

In this first call information data creation process, the first call information data is created as information in which various IDs are linked to the communication data by referring to a database that links the telephone number of the called party and various IDs in the communication data. is created. In this case, the first call information data is created as data that may include call audio that does not need to be recorded.

On the other hand, if the above-mentioned determination is negative (FIG. 2/STEP 5...NO) and the real telephone number included in the communication data is not a number that does not require call audio, a second call information data creation process is executed (FIG. 2/STEP 8). .

In this second call information data creation process, the second call information data is created as information in which various IDs are linked to the communication data by referring to a database that links the telephone number of the called party and various IDs in the communication data. is created. In this case, the second call information data is created as data that may include call audio that needs to be recorded.

Further, if the above-mentioned determination is negative (STEP 4...NO) and the communication data is facsimile communication data, FAX information data creation processing is executed (FIG. 2/STEP 9). In this FAX information data creation process, by referring to a database that links the telephone number of the facsimile originator or facsimile destination in the communication data with various IDs, the FAX information data is generated as information in which various IDs are linked to the communication data. Information data is created.

As described above, after the first call information data creation process, the second call information data creation process, or the FAX information data creation process is executed, the information data output process is executed (FIG. 2/STEP 10). In this information data output process, information data including first call information data, second call information data, or FAX information data is transmitted from the CTI adapter 12 to the CTI server 15 side. After that, this process ends.

In the following description, the first call information data and the second call information data are collectively referred to as "call information data" as appropriate. Further, part or all of the control processing shown in FIG. 2 described above may be configured to be executed by the CTI server 15 instead of the CTI adapter 12.

Furthermore, in the control process of FIG. 2, if the communication data is call origination data from the private telephone system, the configuration may be such that call information data is not created, and the communication data is facsimile origination data from the private telephone system. In this case, the configuration may be such that no FAX information data is created.

Next, communication control processing executed by the CTI server 15 will be described with reference to FIGS. 3 and 4. As shown in FIG. 3, the CTI server 15 first determines whether information data from the CTI adapter 12 has been received (FIG. 3/STEP 21). If this determination is negative (FIG. 3/STEP 21...NO), the process ends.

On the other hand, if this determination is affirmative (FIG. 3/STEP 21...YES) and the information data is received, it is determined whether the information data is call information data (FIG. 3/STEP 22).

If this determination is negative (FIG. 3/STEP 22...NO) and the information data is FAX information data, FAX data creation processing is executed (FIG. 3/STEP 27). In this FAX data creation process, FAX incoming data or FAX transmission data is created.

This fax incoming data is created by linking various IDs and fax incoming history data. This FAX incoming history data is configured to include incoming time, customer name, customer FAX number, and the like.

Furthermore, FAX transmission data is created by linking various IDs and FAX transmission history data. This FAX transmission history data is configured to include transmission time, customer name, customer FAX number, and the like.

On the other hand, if the above determination is affirmative (FIG. 3/STEP 22...YES) and the information data is call information data, it is determined whether the information data is the first call information data (FIG. 3/STEP 23) . If this determination is affirmative (FIG. 3/STEP 23...YES) and the information data is the first call information data, the process proceeds to a call data creation process (FIG. 3/STEP 25) to be described later.

On the other hand, if this determination is negative (FIG. 3/STEP 23...NO) and the information data is the second call information data, the call audio recording process is executed (FIG. 3/STEP 24). In this call voice recording process, when the call voice is included in the second call information data, the call voice is recorded as recorded data (for example, mp4 data). On the other hand, when the call voice is not included in the second call information data, the recording operation is not performed.

As described above, when the call voice recording process is executed, or when the information data is the first call information data, the call data creation process is executed next (FIG. 3/STEP 25). This call data creation process creates call data, and is specifically executed as shown in FIG. 4.

As shown in the figure, in the call data creation process, first, it is determined whether or not recorded data exists (FIG. 4/STEP 40). If this determination is negative (FIG. 4/STEP 40...NO) and the recorded data does not exist, that is, the call information data does not include the call voice, the call data creation process (FIG. 4/STEP 42 ).

On the other hand, when this determination is affirmative (FIG. 4/STEP 40...YES) and recorded data exists, that is, when the call information data includes call audio, the recorded data conversion process is executed (FIG. 4/STEP 40...YES). STEP 41). In this recorded data conversion process, voice data in recorded data is converted into text sentences by a voice recognition algorithm using a language model, a pronunciation dictionary, and the like.

As described above, when the recorded data conversion process is executed or when the recorded data does not exist, next, the call data creation process is executed (FIG. 4/STEP 42). In this call data creation process, incoming call data or outgoing call data is created as call data.

Specifically, the incoming call data is created by linking various IDs and incoming call history data. This incoming call history data, when recorded data exists, is configured to include the recorded data, text data obtained by converting the recorded data into text, the time of incoming call, the duration of the call, the customer's name, and the customer's telephone number. In this case, the call duration is determined based on the recorded data. Furthermore, when there is no recorded data, the incoming call data is configured to include the time of incoming call, the duration of the call, the customer's name, and the customer's telephone number.

Further, call origination data is created by linking various IDs and call origination history data. When recorded data exists, this call history data is configured to include the recorded data, text data obtained by converting the recorded data into text, call time, call duration, customer name, and customer telephone number. In this case, the call duration is determined based on the recorded data. Furthermore, when there is no recorded data, the call origination data is configured to include the origination time, the duration of the call, the customer's name, and the customer's telephone number.

As described above, after the call data creation process is executed, it is determined whether the unification condition is satisfied (FIG. 4/STEP 43). This determination is made, for example, when incoming calls from the same destination occur multiple times to the same local telephone number during the same time period (for example, 10:00 to 10:05), or when the same If calls from the same source occur multiple times to the same customer phone number during the time period, it is determined that the unification condition is met; otherwise, the unification condition is met. It is determined that the condition is not met.

If this determination is negative (FIG. 4/STEP 43...NO) and the unification condition is not satisfied, the process ends immediately. On the other hand, if this determination is affirmative (FIG. 4/STEP 43...YES) and the unification condition is satisfied, the unification process is executed (FIG. 4/STEP 44).

In this unification process, when incoming calls from the same destination occur multiple times to the same local telephone number during the same time period, the data at the time of these incoming calls is considered to be one piece of data. data is combined into one incoming call data. As described above, after performing the unification process, this process ends.

Returning to FIG. 3, after executing the call data creation process as described above or after executing the FAX data creation process described above, the processed data output process is executed (FIG. 3/STEP 26). In this processed data output process, if the incoming call data or outgoing call data is created in the call data creation process, the incoming call data or outgoing call data is output to the user terminal 9 corresponding to each ID. .

On the other hand, if the FAX incoming data or FAX outgoing data is created in the FAX data creation process, the FAX incoming data or FAX outgoing data is output to the user terminal 9. After that, this process ends. In the following description, incoming call data, outgoing call data, incoming fax data, and outgoing fax data are collectively referred to as "processed data" as appropriate.

Note that a part of the control processing shown in FIG. 3 (for example, call voice recording processing) may be configured to be executed by the CTI adapter 12 instead of the CTI server 15.

As described above, when the processed data output process is executed and the processed data is received by the user terminal 9, the user terminal 9 receives various data as shown in FIGS. 5A to 5C and 6. displayed on the display. Note that FIGS. 5A to 5C and FIG. 6 are examples in which user IDs are used as various IDs.

For example, when incoming call data among the processed data is received by the user terminal 9, information such as the user ID, incoming time, customer name, customer phone number, etc. is displayed on the display of the user terminal 9, as shown in FIG. 5A. Is displayed.

Furthermore, when the information shown in FIG. 5A is displayed, if the user performs a predetermined display operation, the text data of the call content included in the incoming call data is displayed as shown in FIG. When the user performs a predetermined playback operation, although not shown, recorded data of the call voice is played back.

Further, as shown in FIG. 5B, when the call origination data among the processed data is received by the user terminal 9, information such as the user ID, call time, customer name, and customer telephone number is stored in the user terminal 9. displayed on the display. Furthermore, when the information shown in FIG. 5B is displayed, if the user performs a predetermined display operation, the text data of the call content included in the call origination data is displayed, and the user performs a predetermined playback operation. When this is executed, recorded data of the call voice is played back (none of these are shown).

Further, as shown in FIG. 5C, when the user terminal 9 receives fax incoming data among the processed data, the user ID, incoming time, customer name, and customer phone number are displayed on the display of the user terminal 9. . Although not shown, when the user terminal 9 receives FAX transmission data, the user ID, transmission time, customer name, and customer telephone number are displayed on the display of the user terminal 9.

As described above, according to the information processing system 1 of the first embodiment, communication information between the telephone network 4 and the PBX 5 is mirrored by the mirror hub 11 and transmitted to the CTI adapter 12. Then, the CTI adapter 12 creates information data by executing the control process shown in FIG. 2 based on the received communication information, and transmits this information data to the CTI server 15. Next, the CTI server 15 executes the control processes shown in FIGS. 3 and 4 based on the received information data, thereby creating processed data, and transmits the processed data to the user terminal 9.

By providing the mirror hub 11 between the telephone network 4 and the PBX 5 in this way, processed data can be output to the user terminal 9. Here, in the case of the mirror hub 11, it can be manufactured at low cost because only the mirroring function is required. In addition, in the case of the mirror hub 11, since it only performs signal mirroring, there is no need for coordination with devices connected to it. For the above reasons, according to this information processing system, costs can be reduced compared to cases where the PBX 5 itself is replaced or cases where a CTI adapter is provided.

In addition, in the case of the mirror hub 11, since only the mirroring function is required, it is unclear whether the communication information output from the mirror hub 11 is incoming call information from the telephone network 4 or outgoing information from the PBX 5 side. becomes. On the other hand, in STEP 4 of FIG. 2, the CTI adapter 12 creates incoming call data or outgoing call data by determining whether the communication data is incoming data. Thereby, when the user terminal 9 receives incoming call data or outgoing call data, the user using the user terminal 9 can distinguish and recognize the incoming call information and the outgoing call information.

Furthermore, if real telephone number information is not included in the communication data, in the telephone number conversion process (STEP 3) in FIG. Ru. Thereby, even if real telephone number information is not included in the communication data, the user using the user terminal 9 can recognize the converted real telephone number of the caller.

In addition, if the communication data is incoming data, in STEP 6 of FIG. When is a number that does not require incoming call contact, the information output process (STEP 10) in FIG. 2 is not executed, and the control process in FIG. 2 ends as it is. As a result, the user using the user terminal 9 can receive incoming call data in a state in which incoming call data from customers and the like who do not need to receive incoming call information is excluded.

On the other hand, the CTI server 15 determines whether the information data is call information data in STEP 22 of FIG. When the data is call information data, a call data creation process (STEP 25) is finally executed. Then, any one of the incoming call data, outgoing call data, incoming fax data, and outgoing fax data is transmitted to the user terminal 9. Thereby, the user using the user terminal 9 can recognize whether the information is telephone call information or facsimile call information.

Furthermore, in the CTI server 15, when the information data is the first call information data, the call audio recording process (STEP 24) is skipped, so that no recorded data is created. As a result, the user using the user terminal 9 can receive incoming call data while excluding call recording data from customers who consider call voice recording data unnecessary.

Further, in the CTI server 15, when the information data is the second call information data and the second call information data includes the call voice, in STEP 24 of FIG. is recorded as recorded data, and in the recorded data conversion process (STEP 41) of FIG. 4, the recorded data is converted into a text sentence. Then, in the call data creation process (STEP 42) of FIG. 4, the call incoming data and the call incoming data are created to include the recorded data of the call voice and the text thereof. Thereby, the user using the user terminal 9 can refer to the contents of the call voice in text or listen to the call voice itself.

Furthermore, although the communication information between the telephone network 4 and the PBX 5 generally includes call termination information, for some reason (for example, a temporary communication failure), the communication information from the mirror hub 11 is terminated. If the end information is not received by the CTI server 15, there is a possibility that the destination terminal will not be able to receive the information about the end time of the call. On the other hand, in the CTI server 15, the call time in the incoming call data and the outgoing call data is determined based on the recorded data, so the CTI server 15 does not receive the call termination information from the mirror hub 11. Even in this case, the user using the user terminal 9 can check the call time.

In addition, in the unification process (STEP 44) of FIG. When a call is occurring, the data at the time of these incoming calls are regarded as one piece of data and are combined into one call incoming data. As a result, even when incoming calls from the same destination occur multiple times to the same local phone number during the same time period, the user using the user terminal 9 can receive a single incoming call information rather than multiple incoming call information. Only incoming call information can be recognized. As described above, convenience for the user using the user terminal 9 can be improved.

Note that the first embodiment is an example in which the telephone network 4, which is an optical line, is used as the telephone network, but instead of this, a public line network, a mobile communication network, an IP network, or the like may be used as the telephone network. Good too.

Further, in the information processing system 1 of the first embodiment, the CTI server 15 may be connected to a video call server (not shown) that executes a video call service to perform the following processing.

That is, the CTI server 15 receives the data of the video call between the user and the customer from the video call server, and performs the same control process as described above on the received data, thereby controlling the video call. The configuration may be such that data such as call history is transmitted to the user terminal 9.

Furthermore, in the information processing system 1 of the first embodiment, the CTI server 15 may be connected to an SNS communication server (not shown) that executes SNS (Social Networking Service) to execute the following processing.

That is, the CTI server 15 receives SNS communication data between the user and the customer from the SNS communication server, and performs control processing similar to the control processing described above on the received data, thereby controlling the SNS communication data. The configuration may be such that data such as communication history is transmitted to the user terminal 9.

Further, in the information processing system 1 of the first embodiment, the CTI server 15 may be connected to a mail server (not shown) that executes an e-mail service to perform the following processing.

That is, the CTI server 15 receives e-mail data between the user and the customer from the e-mail server, and executes control processing similar to the control processing described above on the received data, thereby controlling the e-mail data. The configuration may be such that data such as communication history is transmitted to the user terminal 9.

Next, an information processing system 1A according to a second embodiment will be described with reference to FIG. 7. In the case of the information processing system 1A of this embodiment, compared to the information processing system 1 of the first embodiment, the ONU 14 is omitted, the connection destinations of the router 13 and the CTI server 15, and the CTI adapter 12 to CTI The way data flows to the server 15 is different. Therefore, the following description will focus on the differences, and the same components as those in the first embodiment will be designated by the same reference numerals, and the description thereof will be omitted.

As shown in FIG. 7, in this information processing system 1A, a router 13 is connected to a PBX 5, and a CTI server 15 is connected to an ONU 10 via the Internet 8. Further, the line connected from the telephone network 4 to the ONU 10 is shared by a telephone line and an Internet line.

Further, when the CTI adapter 12 receives communication data from the mirror hub 11, various control processes are executed as described above, and thereby the information data described above is transmitted to the router 13. Furthermore, when the CTI adapter 12 receives information data that it has sent to the router 13 side from the mirror hub 11 side, the CTI adapter 12 has a function of not sending the information data to the router 13 side in order to avoid a loop of information data. .

In the router 13, information data from the CTI adapter 12 is transmitted to the PBX 5. In the case of this embodiment, the PBX 5 has a function of transmitting information data from the router 13 to the mirror hub 11 side, and the mirror hub 11 has a function of transmitting information data from the PBX 5 to the ONU 10 side and the CTI adapter 12 side. We are prepared.

With the above configuration, the information data output by the CTI adapter 12 is transmitted to the ONU 10 via the PBX 5 and the mirror hub 11. Then, the ONU 10 converts the received information data from a digital signal to an optical signal, and then transmits it to the CTI server 15 via the Internet 8.

When the CTI server 15 receives the information data from the ONU 10, the above-mentioned control process is executed, and as a result, either the incoming call data, the outgoing call data, the incoming fax data, or the outgoing fax data is sent to the user terminal 9. Sent.

According to the information processing system 1A of the second embodiment configured as described above, the same effects as the information processing system 1 of the first embodiment can be obtained.

Next, an information processing system 1B according to a third embodiment will be described with reference to FIG. 8. When compared with the information processing system 1 of the first embodiment, the information processing system 1B of this embodiment has an information processing device 16 instead of the CTI adapter 12, router 13, ONU 14, and CTI server 15. Since they are different, the information processing device 16 will be mainly explained below. Further, the same components as in the first embodiment are given the same reference numerals, and their explanations are omitted.

As shown in FIG. 8, in this information processing system 1B, a mirror hub 11 is connected to an information processing device 16, and the information processing device 16 is connected to a user terminal 9. The information processing device 16 includes a processor, a storage, a memory circuit, a communication circuit, etc. (all not shown), and is configured to have the functions of both the CTI adapter 12 and the CTI server 15.

Therefore, in this information processing device 16, when communication data is received from the mirror hub 11, the control processing shown in FIGS. Any of the FAX transmission data is transmitted to the user terminal 9.

According to the information processing system 1B of the third embodiment configured as described above, the same effects as the information processing system 1 of the first embodiment can be obtained.

1 Information processing system 4 Telephone network 5 PBX (private branch exchange)
9 User terminal (destination terminal)
11 Mirror hub (mirroring device)
12 CTI adapter (information processing device)
15 CTI server (information processing device)
1A Information processing system 1B Information processing system 16 Information processing device

Claims (8)

a mirroring device that is provided between a telephone network and a private branch exchange, and mirrors and outputs communication information between the telephone network and the private branch exchange;
an information processing device that receives the communication information from the mirroring device and performs predetermined processing to generate processed information, and outputs the processed information to a destination terminal;
Equipped with
The predetermined process includes, when the communication information includes call voice information, a process of determining whether the call voice information is call voice information from a predetermined caller,
The information processing system is characterized in that the processed information is configured to include information from which the call voice information from the predetermined caller is excluded. The information processing system according to claim 1 ,
The predetermined process includes a process of determining whether the communication information is incoming information from the telephone network or outgoing information from the private branch exchange side,
The processed information is configured to include either information determined to be the incoming call information, information determined to be the outgoing information, or only information determined to be the incoming call information. Information processing system. The information processing system according to claim 1 ,
The predetermined process is
When the communication information is information on a plurality of incoming calls from the telephone network within a predetermined period, a process of determining whether the plurality of incoming information are incoming information from the same calling source;
If it is determined that the plurality of incoming information are incoming information from the same call source, and a predetermined condition is satisfied, processing for treating the plurality of incoming information as a single incoming information, It's here,
The information processing system is characterized in that the processed information is configured to include incoming call information that is considered as the single incoming call information. The information processing system according to claim 1 ,
The private telephone network including the private branch exchange is configured to use data other than the actual telephone number as a destination telephone number,
The predetermined process is a process of converting the information included in the communication information into information on the actual telephone number of the originator or destination when the communication information does not include information on the actual telephone number of the originator or destination. including;
The information processing system is characterized in that the processed information is configured to include the converted real telephone number of the originator or destination . The information processing system according to claim 1 ,
The predetermined process includes a process of determining whether the communication information is telephone call information or facsimile call information,
Information characterized in that the processed information is configured to include either the communication information determined to be call information of the telephone or the communication information determined to be call information of the facsimile. processing system. The information processing system according to claim 1 ,
The predetermined process includes a process of determining whether the communication information is incoming information from a predetermined sender,
The information processing system is characterized in that the processed information is configured to include information from which the incoming call information from the predetermined caller has been excluded. The information processing system according to claim 1 ,
The predetermined process includes, if the communication information includes call voice information, a process of recording the call voice information,
The information processing system is characterized in that the processed information is configured to include the recorded call voice information. Mirroring and outputting communication information between the telephone network and the private branch exchange by a mirroring device provided between the telephone network and the private branch exchange;
The information processing device receives the communication information and performs predetermined processing to generate processed information, and outputs the processed information to a destination terminal;
Run
The predetermined process includes, when the communication information includes call voice information, a process of determining whether the call voice information is call voice information from a predetermined caller,
The information processing method is characterized in that the processed information is configured to include information from which the call voice information from the predetermined caller is excluded .

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