JP2000261556A - System and method for message response - Google Patents

Abstract

PROBLEM TO BE SOLVED: To automatically expand the number of processing corresponding to the number of incoming, to distribute a load as well and to enable the same device to deal with various kinds of multimedia data. SOLUTION: Plural client devices 100 are connected through a line 200 to a message converting device 300. A request message converted by this device 300 is sent through the line 200 to a message distributing device 600. This distributing device 600 refers to an internally installed distribution destination information managing table part, determines a message responding device 500 of the distribution destination and distributes the request message to the device 500.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a computer telephony technology, and more particularly to a message response system and a message response method related to a conversational voice response function, a message response function, a monitor function, and a message delivery function.

[0002]

2. Description of the Related Art Hitherto, a conversational voice response system using voice and DTMF (tone signal, so-called push line sound) has been provided. This interactive voice response system is used, for example, for inquiring the balance of bank deposits and savings, explaining products, and the like. In such a conversational voice response system, a dedicated device such as a modem for controlling a telephone line or a dedicated board for input / output control is newly added to a computer, and a telephone line is connected to these dedicated devices or a dedicated board. It was common to make a line connection by configuring.
Also, since most of the media generally used by users are voice, a response system centered on a telephone function has been constructed. Therefore, when increasing the number of lines,
It was necessary to add a dedicated board for incoming calls that matches the number of telephone lines to the voice response system.

[0003]

As described above, in the conventional voice response system, when the number of lines is increased, it is necessary to add hardware resources such as a dedicated board for incoming calls which matches the number of lines. Therefore, it has been difficult to say that the system can be easily changed.

Further, since the system is mainly configured with a telephone function, it is necessary for the server to convert all data provided to the user into voice. In the case where a user on the client side accesses using a personal computer (PC), it is necessary to separately provide a different response device and use it. In particular, in the case of supporting multimedia, since not only the line but also the server computer configuration is multiplexed, it is difficult to maintain consistency of provided contents such as voice information and TEXT information.

Therefore, the present invention has been made in consideration of the above circumstances, solves the above-mentioned problems, can automatically expand the number of processes in accordance with the number of incoming calls, can achieve load distribution, and can perform various operations. It is an object of the present invention to provide a message response system and a message response method that can handle multimedia data in the same device. It is another object of the present invention to provide a message response system and a message response method capable of monitoring a line connection status and performing line control such as disconnection and connection transfer as necessary.

[0006]

In order to achieve the above object, the present invention provides a client device which creates various request information in a first message format and sends the request information through a first network; A message conversion device that converts request information in the first message format from the client device to a second message format and sends it to the second network, and converts the second message format to the first message format; A message responding device connected to the second network, receiving the request information in the second message format, creating corresponding response information in a second message format, and sending the response information to the message converting device; In the message response system consisting of: Referring to store information about the device, characterized in that a message distribution system for distributing to determine the message response system comprising a distribution destination of the request information.

According to such a configuration, the request message from the client device is converted by the message conversion device into a format that can be recognized by the message response device. For example, a client device (eg, telephone) and a message conversion device exchange data as normal voice, and a message conversion device and a response device are connected by a LAN or the like and exchange data with packets. is there. Also in this case, the system can be flexibly determined without changing the hardware configuration of the message response device.
Also, when the message conversion device supports a plurality of lines, expansion of the response device side can be performed dynamically.
Further, the message distribution device has a function corresponding to a switch. With this function, load distribution can be performed in a system in which a plurality of message response devices are connected. Further, a message distribution device is provided in the message response system, and as a configuration of the message distribution system, information can be transferred to an appropriate device by using information added to the message or information held by the system. This is effective for load balancing.

Further, according to the present invention, when determining the delivery destination of a message in the message distribution device, information of the passed message conversion device is determined from a correspondence table between the message conversion device and the message response device held by the message distribution device. And selecting a message responding device based on the message responding device and determining to deliver the message to the selected message responding device. According to such a configuration, by using the information of the message conversion device connected to the destination specified by the client device that causes the message distribution device to hold information describing the relationship between the message conversion device and the message response device, It becomes possible to configure a system that changes the response content. In particular, the message conversion device viewed from the client device side corresponds to a device having a called number in the telephone system.

Further, when determining the message delivery destination in the message distribution device, the message distribution device can receive the information on the number of response devices used and information on the client device to which the message is currently being distributed. The information processing apparatus is characterized in that a message responding apparatus having a low ratio between the current number of accepted articles and the total number of acceptable articles is selected, and it is determined to deliver the message to the selected message answering apparatus. According to such a configuration, it is possible to uniformly respond to a request from a client without concentrating a load on a specific message response device.

Further, when determining the message delivery destination in the message distribution device, if the current number of accepted message responding devices held in the message distribution device is equal to or greater than the total number of acceptable messages, the connection destination queue is determined. And when there is an empty message responding device, it is determined that the request is delivered from the queue to the message responding device. According to such a configuration, when a request from the client device cannot be accepted, the request is held in the queue according to the order of the request, and when a certain message responding device becomes empty, the message is placed at the head of the queue. By allocating a certain request, it is possible to appropriately answer the request even when the number of message responding devices that provide the service is small.

Further, by configuring the behavior of the message response device so that it can be changed by a script, it is possible to return a response according to the requester, the connection destination, and the system state. Also, by receiving client information as information added to a message sent from the message conversion device or the message distribution device, and changing the response script based on this information, each client device that is the requester of the response can be configured. The response can be changed. For example, by connecting to a customer database, it is possible to respond to each classification such as new customers and important customers. Also, by receiving the message conversion device information as information added to the message sent from the message conversion device or the message distribution device, and changing the response script based on this information, the type of service is provided for each message response device. , The response script can be changed without preparing a plurality of message response devices.
Also, when the dial-in function of physically assigning a plurality of numbers to one telephone is used, by changing the logical device name of the message response device according to the incoming call number, the response script can be similarly changed. It becomes possible. Also, by changing the response script based on system information such as the time held in the message response device and the current number of responses, the service to be provided can be dynamically changed when the load in the system increases. By doing so, the overall response of the system is prevented from lowering. Further, it is easy to change the response content and the service to be provided depending on the time zone. Furthermore, by providing a function of multiplexing message response devices and transferring the response script to another response device, load distribution processing after message delivery becomes possible.

[0012]

Embodiments of the present invention will be described below with reference to the drawings. (First Embodiment) FIG. 1 is a diagram showing a basic schematic configuration of a message response system according to a first embodiment of the present invention.
As shown in the figure, the present system has a plurality (No.
i) a client device 100, a message converter 300 for connecting the client device 100 via a line 200, and a
0 and a message responding device 500 connected via the network. The message format of the line 200 is M
1. The message format of the line 400 is M2.

The client device 100 is a device for handling M1 format messages.
0, a request for extracting a desired response message is sent to the line 200, and the result of the request is sent from the line 400 to the line 2.
00 is sent out via the Internet.

The message conversion device 300 has a function of converting a request in the message format M1 sent from the client device 100 to a message format M2. Then, the message conversion device 300 sends the request converted to the M2 format to the message response device 500 through the line 400.
To be sent. Also, the message conversion device 300
Is configured to receive the response message format M2 from the response device 500 for the request transmitted to the message response device 500 in this manner, convert the message format to the message format M1, and transmit the message format to the client device 100.

The message response device 500 generates a response message according to the request sent in the M2 format,
The generated result is transmitted to the line 400 in the M2 format so as to be returned to the client device 100 that has made the request. The two types of lines 200 and 400 are lines that handle different protocols, respectively, and can handle a designated message format. For example, if the client device 100 is a telephone and the message response device 500 is a T
When dealing with CP / IP, the message conversion device 300 converts voice and TCP / IP packets. Therefore, the line 200 can be assumed to be a public line that can handle voice.

On the other hand, since the message conversion device 300 and the message response device 500 can be connected via a TCP / IP network, the line 400 is connected to a LAN (Local A).
(rear Network).

In the system shown in FIG. 1, the message conversion device 300, which has been conventionally integrated, is configured to be separated from the message response device 500, so that the message response device 500 is independent of the hardware configuration. Can be flexibly changed.
In other words, the message responding device 500 uses the memory that performs the processing and the system resources that the CPU speed performs,
Although the number of simultaneous connection services to be supported is determined, it can be configured without depending on the number of physical public lines. That is, even when the number of connection requests to the service increases, the message response device 500 itself can be dynamically configured, so that the system can be enhanced without performing any special change.

Next, based on the basic message response system shown in FIG. 1, a message response system in which the system is developed will be described with reference to the schematic configuration of FIG. The same parts as those in FIG. 1 are denoted by the same reference numerals, and a description thereof will be partially omitted.

As shown, the system includes a plurality (N
o. 1 to No. i) and a plurality of message conversion devices 300 (No. 1 to No. 1) connecting the client device 100 via the line 200.
j) and a plurality of message response devices 500 (N
o. 1 to No. k) and a message distribution device 600. The message format of the line 200 is M1, and the message format of the line 400 is M2.

The client device 100 sends a message M1
, 500, which are selected by the message distribution device 600.
A request for extracting a desired response message from one of the above is sent to the line 200, and the result of the request is received from the line 400 via the line 200.

The message conversion device 300 has a function of converting a request of the message format M1 sent from any of the client devices 100 (No. 1 to No. i) into a message format M2. The request is transferred to the message distribution device 600 via the line 400. The request result is received in the message format M2, converted into the message format M1, and transmitted to the client device 100, which is the request source, via the line 200.

The message response device 500 generates a response message according to the request sent in M2 format,
The generated result is transmitted to the line 400 in the M2 format so as to be returned to the client device 100 that has made the request.

The message distribution device 600 has a function of determining the delivery destination of the request message by referring to the load status of each message response device 500 and the designated delivery destination correspondence table, and transferring the message.

As described above, by adopting a configuration in which the message distribution device 600 is separated from the message response device 500, the configuration of the message response device 500 can be flexibly changed regardless of the hardware configuration.
That is, the message conversion device 300 and the message voice response device 500 do not need to correspond one-to-one, but can change the correspondence according to the conditions at the time of connection.

Next, a first embodiment of the method for determining a message distribution destination in the above system configuration, that is, a message distribution device 600 will be described in detail with reference to FIG. The determination of the delivery destination here is to associate the message conversion device 300 with the message response device 500.

The message distribution device 600 includes a message receiving unit 620, a distribution destination determining unit 630, a distribution destination information management table unit 640, and a message transfer unit 650.

The message accepting unit 620 is provided in FIG. 1 and FIG.
Has a communication module function of receiving a message from the line 200 shown in FIG. Here, the received message includes client device information, message conversion device information, and the like. For example, when the client device 100 is a telephone, it can be assumed that the client device information is “calling number information” and the message conversion device information is “calling number information”. Alternatively, if each of the client device 100 and the message conversion device 300 has a unique name that can be identified on a network, such as a PC, each can be set as “host name information”. In other words, the transmitted identifier.

The delivery destination determination unit 630 includes information held in the delivery destination information management table unit 640, client device information added to the message, message conversion device information, and the operating status of the message response device 500 that is the delivery destination. Has a function of determining an appropriate message delivery destination.

The message transfer unit 650 transfers the message via the line 400 to the message response unit 500 selected and determined by the delivery destination determination unit 630.

With the above configuration, the message distribution device 60
The method for determining the delivery destination of the message at 0 will be described with reference to the flowcharts of FIGS. 4 and 6 and FIG.

Here, in order to simplify the explanation, the client device information, the message conversion device information, the message response device status, and the information of the delivery destination information management table section 640 are as follows:
The data is as shown in FIG. The message in FIG. 5A has a message type "Connect
“t” indicates that the client device information is “CLNT2” and the message conversion device information is “MTE1”.

When a plurality of candidates appear in the selection process, narrowing down is performed by a method of combining the following (1) to (3) determination methods or a method of selecting the first selected candidate. Do. In the following description, it is assumed that data is set so that only one is selected.

(1) Method based on message converter information First, message converter information (FIG. 5C) is extracted from the message (FIG. 5A) (step S40).
2). Next, from the correspondence table ((e) in FIG. 5) between the message conversion device 300 and the message response device 500 held in the delivery destination information management table section 640, the message in the line corresponding to the message conversion device information “MET1” The response device name "IMR2" is selected (step S40).
4, S406). In this example, since there is only one corresponding message response device name, it is selected. Then, the message is transferred to the selected message response device 500 (step S408).

According to such a selection method, it is possible to return a response according to the message conversion device 300 that is the destination of the message.

(2) Method Based on Client Device Information First, client device information (FIG. 5B) is extracted from the message (FIG. 5A) (step S40).
2). Next, from the correspondence table ((f) in FIG. 5) between the message converting device and the message responding device held in the delivery destination information management table section 640, the message responding device name in the line corresponding to the client device information “CLNT2” Select “IMR1” (Steps S404, S40)
6). In this example, since there is only one corresponding message response device name, it is selected. Then, the message is transferred to the selected message responding device (step S40).
8).

By using such a selection method, a message response according to the client device 100 can be performed.

(3) Method According to Acceptance Ratio of Message Responding Device 500 The flow of processing of this method will be described with reference to the flowchart of FIG. First, information on the number of use of the response device 500, which is information on the client device 100 currently delivering the message managed in the message distribution device 600, and information on the total number of messages that the message response device 500 can accept (see FIG. 5). (D)) is taken out (step S602). Next, a check is made from the message responding devices 500 for those having a large margin of acceptance (step S604), and an optimal one is selected (step S606). In the present example, for example, the ratio of the number of accepted message responding devices 500 (No1, No2, and No3) to the total number of acceptable messages is 3/6, 2/4, and 2/5, respectively, and the message response with the smallest ratio is Device "IMR3"
Select

By using such a selection method, load concentration on a specific message response device 500 can be prevented, and it becomes possible to respond equally to a request from the client device 100. Each message response device 500
The use number information can be managed by increasing the number of accepted message response devices 500 when transferring a message and decreasing the number when the connection is disconnected. Further, the total number of acceptable messages is determined by each message responding device 500 when the system is activated.
Or can be determined by setting in advance.

Next, a second embodiment of the message distribution device 600 will be described. FIG. 7 shows the configuration of the message distribution device 600 shown in FIG.
A message queue holding unit 660 is provided between the data transfer unit 650 and the message transfer unit 650. This is because when the message response device 500 that is the message transfer destination has no room for acceptance, the message is temporarily held,
This is for transferring a message when a vacancy occurs in the transfer destination.

Referring to the flowchart of FIG. 8 showing the flow of processing for determining whether to hold a message in a queue and the flowchart of FIG. 9 showing the flow of processing for delivering a message held in a queue, FIG. The operation of the configuration will be described.

First, the delivery destination determining unit 630 sends a message to the message queue holding unit 660 (step S).
802). The message queue holding unit 660 extracts the state of the message response device 500 (step S80).
4) Check whether the message can be accepted (step S806). If the message can be accepted, the message is sent to the message transfer unit 650 as it is (step S808). On the other hand, if the message response device 500 cannot accept the message (NO in S806), the message is held in the connection destination queue (step S810).

In the delivery of the message held in the queue shown in FIG. 9, first, it is determined whether or not the message responding device 500 to which the message is to be delivered can be received. That is, for the message held in the queue as described above (NO in step S902), the state of the message responding device 500 to which the message selected in the queue (step S904) is to be transmitted is extracted (step S9).
06), it is determined whether or not it is acceptable (step S)
908). If acceptable (YES in S908),
The request to the message response device 500 is taken out of the queue (step S910), and the message transfer unit 650 is taken out.
(Step S912). Then, the message transfer unit 650 transmits the designated message response device 500
Send a message to.

If it is determined in step S908 that the reception is not possible, the same processing may be performed again after a predetermined time has elapsed.

By operating with such a configuration, even if the message responding apparatus 500 cannot accept the request from the client apparatus 100, the messages can be held in the order of arrival of the requests, so that the waiting is performed. It has the effect of averaging. That is, even if the number of the message responding apparatuses 500 which provide the service is small, the request can be appropriately answered.

Next, an embodiment of the message response device 500 will be described. The message responding device 500 has the configuration shown in FIG. 10, and the message responding device 500 includes a message accepting unit 520, a script determining unit 530, a script management table unit 540, a script executing unit 550, and a response message generating unit 560. ing.

The message receiving unit 520 has a function of receiving a message sent from the message conversion device 300 or the message distribution device 600.

The script determining section 530 has a function of determining a script to be applied by referring to the script management table section 540 based on client apparatus information and message conversion apparatus information.

The script execution unit 550 executes the selected script and performs message processing according to the request. It should be noted that since the request message can be performed interactively, the request / response pair is exchanged a plurality of times. The response script processes all of these pairs.

The response message generator 560 generates a message corresponding to the request.

With the above configuration, the message response device 50
The flow of the process ((1) to (4) below) of the switching method of the response script at 0 will be described with reference to the flowchart of FIG.

(1) Switching Method Using Client Device Information In this method, first, client device information is extracted from a message sent from the message conversion device 300 or the message distribution device 600 (step S110).
2). Then, a matching script is selected from the correspondence table between the client device information and the script stored in the script management table unit 540 (step S1104). By this switching, the response can be changed for each client device 100 that is the requester of the response. For example, by linking to a customer database, it becomes possible to respond to each classification such as new customers and important customers.

(2) Switching Method Using Message Conversion Device Information In this method, first, message conversion device information is extracted from a message sent from the message conversion device 300 or the message distribution device 600 (step S1102).
Then, a matching script is selected from a correspondence table between the script and the message conversion device information held in the script management table unit 540 (step S1).
104). According to such a switching method, even when the type of service is specified for each message response device 500, the response script can be changed without preparing a plurality of message response devices 500.

(3) Switching Method Based on System Time When selecting a script, the system time is taken out (step S1102). Then, a matching script is selected from the correspondence table between the operable time and the script held in the script management table unit 540 (step S1104). According to such switching, it is easy to change the response content or the service to be provided, depending on the time zone in which the response is made.

(4) Method of Switching According to Number of Responses The current number of responses being processed in the message response device 500 is taken out (step S1102), and this is set as a system load state. A matching script is selected from a correspondence table between the script and the system load state held in the script management table unit 540 (step S110).
4). According to such switching, when the load in the system increases, the service to be provided is dynamically changed, thereby preventing the response of the entire system from being lowered. Further, by providing a function of multiplexing the message response device 500 and transferring it to another response device as a response script, load distribution processing after message delivery becomes possible. This reduces the quality of service, for example, skipping conversion from TEXT information to audio information /
This is effective when you want to always provide the minimum service even if you change it.

The processing / operation according to the above-described embodiment is realized by software, and the contents of the software are used as program information, for example, a floppy disk, a hard disk, or a computer-readable storage medium such as a CD-ROM or MO. It is needless to say that the above-described processing may be executed by causing the computer equipped with the storage medium to execute the stored contents.

Further, the above contents may be provided in a distribution format via a network. (Second Embodiment) Hereinafter, a second embodiment of the present invention will be described.

FIG. 12 shows the configuration of the monitor control system in the message response system. This system uses the message response device 50 shown in FIG.
In addition to the configuration of 0, a state monitoring unit 570 for extracting a response state and a connection control execution unit 580 for disconnecting the connection when the operator determines that the state is abnormal are additionally provided. The message response device 500 is connected to a monitor device 700 via a communication line.

The monitoring device 700 includes a monitoring status extraction unit 720 for extracting the status of the message response device 500 via the status monitoring unit 570, and a connection control for disconnection control via the connection control execution unit 580 in case of abnormal connection. Request part 73
0 is provided. Further, the monitor device 700 includes:
Input / output unit 740 for user operation / instruction
Is provided.

The communication line is the line 400 described with reference to FIGS. 1 and 2, but may be another type of line. In addition, the same parts as those in FIG.

The operation of the above configuration will be described with reference to FIGS.

When there is a system status extraction request from the user of the monitor device 700 (step S130 in FIG. 13).
2), a message is sent from the monitoring status extraction unit 720 to the status monitoring unit 570 (step S1304). Then
The result of the monitoring status of the status monitoring unit 570 is returned to the monitoring status extraction unit 720 (step S1306).
Thus, the user can grasp the result through the input / output unit 740.

If, for example, the user issues a request to disconnect a certain connection (step S1402), the connection control request unit 7
30 sends a request message to the connection control execution unit 580 (step S1404). Then, a disconnection process is performed in the connection control execution unit 580 (step S1406),
This disconnection result is returned. Then, the reply result is output to the input / output unit 740.

According to such a configuration, the monitor device 70
0 and a message response device 5 that performs actual control and information collection
00 must be limited to the same machine. That is, the operation can be performed from the monitor device 700 located at a remote place, and the response to the system abnormality can be promptly performed.

In this embodiment, the user operates the monitor device 700. However, the monitor device 700 may be automatically operated by a device having a judgment function.

By the way, in the above configuration, a request to view (intercept) all messages is made from the monitoring status extracting unit 720 of the monitoring device 700, and the status monitoring unit 570 makes a connection between the client device 100 and the message response device 500. It is also possible to watch the message of the request and the response between them and return it to the monitoring state extracting unit 720. With this configuration, the abnormality can be easily found by making it possible to actually view whether or not the message has an abnormality. Further, by directly monitoring the request from the client device 100, it is possible to assist in determining whether the connection can be disconnected.

Further, by adding a function of making a transfer request of the specified connection from the connection control requesting unit 730 of the monitor device 700 and receiving the connection by the connection control execution unit 580 and transferring the connection to another message receiving device. A connection requesting a heavy load can be transferred to another message response device 500 or a connection with many operation errors can be transferred to a manned message reception device according to a user's instruction.

[0067]

As described in detail above, according to the present invention, the number of processes can be automatically expanded according to the number of incoming calls, and the load can be distributed. Moreover, various multimedia data can be handled by the same device.

That is, the answering device can be provided with a function of automatically expanding the number of processes according to the number of incoming calls and a function of flexibly distributing the load, by separating the answering device from the device that receives the telephone line. Also, by separating the device that converts the message from the response device, it becomes possible to handle not only voice data but also various multimedia data with the same response device. Further, the monitoring function enables the connection status to be monitored, and the line can be controlled as necessary, such as disconnection and connection transfer.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a schematic configuration of a basic message response system according to a first embodiment of the present invention.

FIG. 2 is an exemplary block diagram showing a schematic configuration of a message response system according to an embodiment of the present invention, which is developed.

FIG. 3 is a block diagram showing a schematic configuration of a message distribution device according to the embodiment;

FIG. 4 is a flowchart showing a flow of processing for determining a message delivery destination in the message distribution device according to the embodiment;

FIG. 5 is an exemplary view showing an example of a delivery destination information management table unit according to the embodiment;

FIG. 6 is a flowchart showing a flow of processing for determining a message delivery destination by a method according to an acceptance ratio of the message response device according to the embodiment;

FIG. 7 is a block diagram showing a schematic configuration of a message distribution device provided with a message queue holding unit according to the embodiment;

FIG. 8 is an exemplary flowchart showing the flow of a process for determining whether to hold a message in a queue according to the embodiment.

FIG. 9 is an exemplary flowchart showing the flow of a process for delivering a message held in a queue according to the embodiment;

FIG. 10 is an exemplary view showing the configuration of a message response device according to the embodiment.

FIG. 11 is an exemplary flowchart showing the flow of processing of a response script switching method in the message response device according to the embodiment;

FIG. 12 is a block diagram showing a schematic configuration of a monitor control system in a message response system according to a second embodiment of the present invention.

FIG. 13 is a flowchart according to the embodiment;

FIG. 14 is a flowchart according to the embodiment.

[Explanation of symbols]

100 client device, 200, 400 line, 3
00: Message conversion device, 500: Message response device, 530: Script determination unit, 540: Script management table unit, 550: Script execution unit, 570: Status monitoring unit, 580: Connection control execution unit, 600: Message distribution device 630: delivery destination determination unit, 640: delivery destination information management table unit, 660: message queue holding unit, 700: monitoring device, 720: monitoring status extraction unit, 7
30 ... Connection control request unit.

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Claims (16)

[Claims] 1. A client device that creates various request information in a first message format and sends the request information via a first network, and transmits request information in a first message format from the client device to a first message format. A message conversion device that converts the message format to the second message format and sends it to the second network, and converts the second message format to the first message format; A message responding system that receives the request information in the second message format, creates corresponding response information in the second message format, and sends the message to the message converting device. Connect to the second network and refer to the request information and the stored information related to the message A message response system comprising a message distribution device for determining and distributing a message response device to which a request information is distributed. 2. The message response system according to claim 1, wherein a plurality of said message response devices are provided on said second network. 3. The message distributing device includes: a holding unit that holds information on the number of used message responding devices to which the request information is currently distributed and information on the number of processes that can be accepted by the message responding device; It is characterized by comprising a calculating means for calculating the ratio of the number of current receptions and the number of acceptable processings based on the information, and a determining means for determining a destination message response device based on the calculation result of the calculating means. The message response system according to claim 1. 4. A connection queuing means for holding said request information when said deciding means determines that said message is unacceptable. 4. The message response system according to claim 3, wherein said request information is extracted from said connection queuing means and delivered to said message response device which has become available. 5. The message responding apparatus according to claim 1, wherein the message responding device comprises: a collating unit for collating the request information with script information held therein; and a unit for creating response information by referring to the script information matched by the collating unit. The message response system according to claim 1, further comprising: 6. The message responding apparatus according to claim 1, wherein said message responding apparatus compares processing time information held by said message responding apparatus with script information held therein, and responds by referring to script information matched by said matching means. The message response system according to claim 1, further comprising means for creating information. 7. The message response device according to claim 3, wherein said message response device comprises means for selecting script information to be held therein and creating response information by referring to a calculation result of said calculation means. Message response system. 8. A monitoring device comprising monitoring status extracting means for extracting the status of the message responding device and connection control requesting means for instructing disconnection of the line connection. State monitoring means for monitoring and extracting the monitoring state by the monitoring state extracting means; and connection control executing means for disconnecting a line connection based on an instruction from the connection control requesting means. The message response system according to claim 1, wherein 9. A client device for creating various request information in a first message format and transmitting the request information via a first network, and transmitting request information in a first message format from the client device to a first device. A message conversion device that converts the message format to the second message format and sends it to the second network, and converts the second message format to the first message format; A message responding system that receives the request information in the second message format, creates corresponding response information in the second message format, and sends the message to the message converting device. It refers to the request information and the storage information related to the message response device, and distributes the request information based on the reference result. Message reply method is characterized in that so as to deliver to determine the previously become message response system. 10. The delivery of the request message is performed by detecting information on the number of used message response devices to which the request information is currently distributed and information on the number of processes that the message response device can accept, based on the detected information. 10. The message response method according to claim 9, wherein the ratio between the current number of accepted messages and the number of accepted processes is calculated, and the destination message responding device is determined based on the calculated result. 11. As a result of the operation, if it is determined that the request cannot be accepted, the request information is held in a connection queue. 11. The message response method according to claim 10, wherein request information is extracted, and the extracted request information is delivered to the message response device that has become acceptable. 12. The message responding apparatus according to claim 1, wherein the request information is collated with script information held therein, and response information is created by referring to the script information matched by the collation. The message response method according to claim 9, wherein 13. The message responding device compares processing time information held by the message responding device with script information held internally, and creates response information by referring to the script information matched by the collation. 10. The message response method according to claim 9, wherein: 14. The message responding device according to claim 10, wherein said response result is created by referring to said operation result and selecting script information to be held therein based on said reference result. The message response method described. 15. The message response method according to claim 9, wherein a response status of the message response device is monitored, and the line connection is disconnected based on the monitoring status. 16. The system according to claim 15, wherein a request information and a response information message between the client device and the message response device are viewed and transmitted according to the monitoring state. Message response method.