JP2001285924A - System for providing customer service in wireless exchange system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a diversified and enriched services to customers in matching with customer's behavior. SOLUTION: When a wireless mobile terminal 5 utilizing a public network service moves to a specific call area 8 and registers its position, an exchange 1 assigns a visitor extension number to the terminal 5. The exchange 1 stores an extension number management table 120 that denotes a correlation between the public network number of the wireless mobile terminal 5 and the assigned visitor extension number. The terminal 5 uses the assigned visitor extension number to make extension mutual speech with a home wireless mobile terminal 9 and other visitor terminal while the terminal 5 stays in the call area 8. Furthermore, the exchange 1 provides services in matching with customers by using the extension number management table 120, customer data 302, and statistic data 301 including a visit history to the specific call area 8.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a wireless switching system, and more particularly, to a customer service providing method for providing various services when a wireless portable terminal changes area and becomes a visitor.

[0002]

2. Description of the Related Art Conventionally, a wireless switching system in which one wireless portable terminal communicates as a public network terminal and communicates as an extension terminal in a business area such as a department store or a factory has to register an extension number in advance. The service has been provided in a fixed manner and provided with this registered extension number.

[0003]

In such a conventional wireless switching system, when a wireless portable terminal moves to become a visitor in a new area, there is no mechanism for assigning an extension number to the visitor, and the visitor is not provided with the extension. There is a problem that an extension incoming call to an extension terminal in a new area is possible, but not vice versa.

[0004] Further, such a conventional wireless switching system has a problem that it is impossible to provide an area-specific service relating to a new area to a customer of a wireless portable terminal that has moved to become a visitor of the new area. I have.

[0005] An object of the present invention is to solve the above-mentioned conventional problems and provide a variety of services suited to customers of visitor wireless portable terminals.

[0006]

SUMMARY OF THE INVENTION According to the present invention, there is provided a wireless switching system customer service providing system which covers a specific calling area on a premises of a specific organization and communicates with a wireless portable terminal located in the specific calling area. A station, a second base station that covers a public calling area and communicates with a wireless portable terminal located in the public calling area, the first base station and the second base station.
An exchange for connecting to a base station and providing a communication service to the wireless portable terminal, wherein the exchange comprises a wireless portable terminal located in the public call area, moving to the specific call area and a visitor wireless portable When becoming a terminal, an extension number for the visitor wireless mobile terminal to communicate within the specific calling area, an extension number assigning means for giving the visitor wireless mobile terminal without prior registration, the visitor wireless mobile terminal, Service providing means for providing a service exclusive for the specific call area.

Further, the wireless switching system customer service providing system of the present invention covers a specific paging area in the premises of a specific organization, and communicates with a home base station which is home to the specific paging area. A second base station that covers a public calling area and communicates with a wireless portable terminal located in the public calling area; the first base station and the second base station.
An exchange for connecting to a base station and providing a communication service to the wireless portable terminal, wherein the exchange comprises a wireless portable terminal located in the public call area, moving to the specific call area and a visitor wireless portable When becoming a terminal, an extension number giving means for giving the visitor wireless portable terminal an extension number for communicating within the specific calling area without prior registration to the visitor wireless portable terminal, the visitor wireless portable terminal, Service providing means for connecting to a home wireless portable terminal to provide an extension call service.

Further, in the wireless switching system customer service providing system according to the present invention, the switching system registers a home extension management table for registering an extension number of the home radio portable terminal and a public network number for each of the specific calling areas; The extension number given to the visitor wireless portable terminal, the public network number of the visitor wireless portable terminal, the presence display indicating whether the visitor wireless portable terminal is visiting the specific calling area, and the visitor wireless portable terminal are the An extension number management table storing means for storing an extension number management table having a visitor extension management table for registering a visit time indicating a time of visiting the specific call area, and the extension number assigning means, Based on the table, an extension number is assigned to the visitor wireless portable terminal without prior registration, and the service providing means includes the home extension. Based on the management table and the visitor extension management table, and providing a connecting and said home wireless mobile terminal and the visitor wireless portable terminal extension call service.

Further, the wireless switching system customer service providing system of the present invention covers a specific paging area which is a premises of a specific organization, and communicates with a home base station which is home to the specific paging area. A second base station that covers a public calling area and communicates with a wireless portable terminal located in the public calling area, a computer that manages the premises of the specific organization, the first base station and the second base station, An exchange that communicates with the computer, wherein the exchange is configured such that when the wireless portable terminal located in the public calling area moves to the specific calling area and becomes a visitor wireless portable terminal, the visitor wireless portable terminal is An extension number assigning means for assigning an extension number for communicating within a specific call area to the visitor wireless portable terminal without prior registration; For each area, a home extension management table for registering an extension number and a public network number of the home wireless portable terminal, an extension number assigned to the visitor wireless portable terminal, a public network number of the visitor wireless portable terminal, and the visitor wireless A visitor extension management table for registering a presence display indicating whether the mobile terminal is visiting the specific calling area and a visit time indicating the time when the visitor wireless mobile terminal has visited the specific calling area. Extension number management table storage means for storing a number management table, and a service providing means for connecting the visitor wireless mobile terminal, the home wireless mobile terminal and the computer, and providing a dedicated service in the specific call area, The computer is
Periodically accessing the extension number management table storage means, periodically acquiring the contents of the visitor extension management table, creating customer data including the public network number of the visitor wireless portable terminal, and creating the visitor wireless portable terminal Customer statistical data creating means for creating statistical data including a visit history and a visit frequency to the specific call area, customer data storing means for storing customer data and statistical data created by the customer statistical data creating means, A service database that stores service information to be notified to the visitor wireless portable terminal and the home wireless portable terminal in the specific call area, and a customer data and statistical data stored in the customer data storage unit, The service information suitable for each customer of the visitor wireless portable terminal and the home wireless portable terminal is stored in the service. Service information transmitting means for transmitting the searched service information to the visitor wireless portable terminal and the home wireless portable terminal, wherein the service providing means transmits service information from the computer to the visitor wireless portable terminal. The portable terminal and the home wireless portable terminal are notified.

Further, in the wireless switching system customer service providing method according to the present invention, the service information may include event information on an event in the specific calling area, advertisement information of the specific organization in the specific calling area, and the specific calling area. And facility guidance information within the facility.

Further, in the wireless switching system customer service providing system according to the present invention, when the extension assigns an extension number to the visitor wireless portable terminal, the exchange sets the extension number of the visitor wireless portable terminal. An extension number assignment notifying unit for notifying the computer of a public network number and the computer, wherein the computer receives a notification from the extension number assignment notifying unit and receives customer data corresponding to the extension number, the public network number, and the extension number. And statistical data,
A visitor notifying unit for notifying a user of the computer is provided.

[0012]

Next, embodiments of the present invention will be described in detail with reference to the drawings.

FIG. 1 is a configuration block diagram of an embodiment of the present invention, and FIG. 2 is a configuration diagram of an extension number management table.

Referring to FIG. 1, an embodiment of the present invention includes an exchange 1, a computer 10 of a contracting organization, a base station 3 covering a call area 4, and a specific call area 8.
, A PHS accommodating device 2 accommodating the base station 3 in the exchange 1, a PHS accommodating device 6 accommodating the base station 7 in the exchange 1, and a wireless portable terminal 5 communicating with the base station.
And a home wireless portable terminal 9 that communicates with the base station.

The calling area 4 is a normal calling area in a public network, and is covered by the base station 3.

[0016] The base station 3 is connected to the exchange 1 through the PHS accommodating device 2.

The wireless portable terminal 5 receives a normal public service through the base station 3 in the calling area 4.

The specific calling area 8 is a calling area defined by the exchange 1 to assign an extension within the area, and is an area managed by a specific organization including department stores, companies, and public facilities, for example. Here, the organization that has jurisdiction over the specific call area 8 is referred to as a contract organization.
The contracting organization adjusts the extension call effective range in advance with the public network operator, and registers this extension call effective range as the specific call area 8 in the exchange 1 in advance.

The exchange 1 has a plurality of specific calling areas 8
Extension number management table storage unit 12 that stores an extension number management table 120 corresponding to each specific calling area for managing
2

The exchange 1 is configured to be able to communicate with the computer 10 of the contracting organization by LAN, and exchanges the data of the extension number management table 120 with the computer 10 of the contracting organization.
Get in real time from.

Referring to FIG. 2, extension number management table 120
Are the home extension management table 100 and the visitor extension management table 10
1.

The home extension management table 100 is for registering the home wireless portable terminal 9 which is an extension terminal fixedly used in the corresponding specific calling area. The home extension management table 100 stores the extension number 1 for each home wireless portable terminal.
02 and the public network number 103 are stored.

The visitor extension management table 101 is used to manage wireless portable terminals (visitor terminals) temporarily located in the specific calling area. The visitor extension management table 101 contains an extension number 1 that can be assigned for a visitor.
04, and stores the assigned public network number 105, location display 106, and visit time 107 of the wireless portable terminal.

In the location display 106, the extension assignment status between the wireless portable terminal and the exchange 1, for example, "temporary" = waiting for assignment confirmation, "location" = assigned is set.

The visit time 107 sets the time at which the extension assignment is completed.

The contents of the visitor extension management table 101 are periodically checked by the exchange 1, and the registered contents after a certain time from the visit time are automatically deleted.

The computer 10 of the contract organization has a customer data storage unit 15 and periodically acquires the visitor extension management table 101 from the exchange 1 so that the contract organization can obtain the extension assignment status at an arbitrary time. , Statistical data 301 and customer data 302, and updates and stores them in the customer data storage unit 15.

The statistical data 301 is statistical data obtained by processing the obtained data of the visitor extension management table 101 in a database. The statistical data 301 stores, as a representative example, the tendency of visit frequency and visit time for a specific public network number.

The customer data 302 includes the statistical data 30
1 is integrated with customer data previously held by the contracting organization. The public network number of the wireless mobile terminal of the customer is described in the customer data held in advance by the contracting organization, and the computer 10 of the contracting organization uses the public network number as a key to generate the statistical data 301 and the contracting organization in advance. The customer data 302 is created by merging the stored customer data.

The computer 10 of the contracting organization uses the created customer data 302 to provide information notification and advertisement in accordance with the behavior of the customer.

Next, the operation of the embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 3 is a flowchart of the extension assignment process, and FIG. 4 is a diagram for explaining the provision of customer service. The operation of the extension assignment process will be described mainly with reference to FIG. 3 and FIG. 4 and also to FIG. 1 and FIG.

The mobile radio terminal 5 located in the call area 4 moves to the specific call area 8 and recognizes that the call area has changed (step S200).
Then, the wireless portable terminal 5 transmits a position registration request, which is a request for registering a position, to the exchange 1 via the base station 7.

When the exchange 1 receives the location registration request,
It is determined whether the call area where the wireless portable terminal 5 is located is a specific call area (step S201).

If the result of the determination is that the area is not the specific call area (No in step S201), the exchange 1 returns a location registration request response to the wireless portable terminal 5 according to a normal procedure.

On the other hand, if the result of the determination is that the calling area is the specific calling area ("high" in step S201), the exchange 1 determines that the public network number of the wireless portable terminal 5 that transmitted the location registration request is the home extension corresponding to the specific calling area. Management table 10
0 is determined (step S2).
02).

If the result of the determination is that the terminal has been registered (YES in step S202), the exchange 1 recognizes the wireless portable terminal 5 as a home terminal in the specific calling area 8, and returns a location registration request response to the wireless portable terminal 5. I do. On the other hand, as a result of the determination, when it is not registered in the home extension management table (step S2
02), the exchange 1 sets the public telephone number of the wireless portable terminal 5 to the visitor extension management table 1 corresponding to the specific call area 8.
It is checked whether it is registered in step 20 (step S203).

As a result of the check, if the public network number of the wireless portable terminal 5 has already been registered (YES in step S203), the exchange 1 returns a location registration request response to the wireless portable terminal 5. On the other hand, as a result of the check, the wireless portable terminal 5
Is not registered (step S20)
(No in 3), the exchange 1 determines whether there is an unallocated area in the visitor extension management table 120 corresponding to the specific call area 8 (step S204).

As a result of the determination, if there is no unallocated area (no in step S204), the exchange 1 returns a location registration request response to the wireless portable terminal 5.

On the other hand, if the result of the determination is that there is an unassigned area (YES in step S204), the exchange 1 selects one unassigned extension number and places the wireless portable terminal 5 in the area corresponding to the selected extension number. Enter the PSTN number. At the same time, the location display corresponding to the extension number is set to "temporary" (step S205).

Subsequently, the exchange 1 issues an extension assignment approval request to the wireless portable terminal 5. This request includes the extension number assigned by the exchange 1.

When receiving the extension assignment approval request during the location registration request, the wireless portable terminal 5 checks whether the terminal is in the extension assignment approval automatic execution mode (step S206).

In the case of the extension assignment approval automatic execution mode (YES in step S206), the wireless portable terminal 5 transmits an acceptance notice to the exchange 1. The assigned extension number is returned to the acceptance notification.

If the mode is not the extension assignment approval automatic execution mode (no in step S206),
Notifies the user with a voice message and a text message for urging the user to approve the extension assignment (step S207).

When the user performs an extension assignment accepting operation (YES in step S208), wireless portable terminal 5 transmits an acceptance notice to exchange 1 (high in step S208).

When the user performs an assignment refusal operation or does not perform an operation within a predetermined time (step S208)
No), the wireless portable terminal 5 transmits an extension rejection notice to the exchange 1. The rejection notification includes the extension number to be rejected.

When receiving the extension acceptance notification, the exchange 1 sets the display area of the extension area in the visitor extension management table 101 from “temporary” to “resident area” and sets the current time to the visit time ( Step S209).

When receiving the extension refusal notice, the exchange 1 deletes the information of the extension area in the visitor extension management table 101 (step S210).

When there is no response from the terminal within a predetermined time, the exchange 1 deletes the information of the extension area (step S210).

The location registration process inside the exchange 1 is normally performed irrespective of the result of the extension assignment process.

Extension number management table 1 created as described above
The exchange 1 carries out outgoing / incoming processing for the specific calling area 8 on the basis of 20.

Next, an outgoing / incoming process of the exchange 1 will be described.

The wireless portable terminal 5 has a specific calling area 8
Dial either the extension number within or the PSTN number.

When the dialed number is an extension number, the exchange 1 obtains the public network number of the wireless portable terminal 5 by referring to the extension management table corresponding to the calling area, and receives the call with the public network number.

On the other hand, if the dialed number is a public network number, the exchange 1 makes a normal call connection.

The wireless portable terminal 5 has a specific calling area 8
When the user moves to another calling area 4, the location registration is performed in the destination area. Since the extension registration process is not performed in the calling area 4, the wireless portable terminal 5 holds the extension number assigned in the specific calling area 8 as it is. When the wireless portable terminal 5 moves to another specific calling area and performs location registration with the extension registered, an extension number registration process is newly performed. Since the mobile terminal 5 has already stored the extension number, the wireless mobile terminal 5 displays a message urging the user to confirm whether to change the extension number. If the user accepts the change, step S in FIG.
An extension number is assigned to the wireless portable terminal 5 in the same manner as at 208. If the user rejects the change, the extension number is not changed and is not recorded in the extension management table of the new specific calling area.

Since the exchange 1 does not know that the visitor terminal has left the calling area, the exchange 1 automatically deletes the extension registration status after a certain period of registration.

Next, with reference to FIG. 4, an operation of providing a customer service using the visitor extension management table 101 will be described.

The customer service provided by the exchange 1 is classified into two types, an immediate service and a statistical service.

The instant service is a service provided while the wireless portable terminal 5 is located in the specific calling area 8. The immediate service is provided when the contracting organization obtains the extension registration status from the exchange 1 in real time. .

Examples of the immediate services provided are as follows.

The extension telephone service The exchange 1 is composed of a wireless portable terminal 5 and a home wireless portable terminal 9.
Visited wireless mobile terminal including the computer and computer 1 of the contracting organization
Offers free or low-cost intercommunication with extension numbers between 0 and 0.

Information Notification Service The computer 10 of the contracting organization sends the service information stored in the service database 17, that is, event information, advertising information, and guidance information relating to the event of the specific calling area 8 via the exchange 1. , To the wireless portable terminal 5 registered as a visitor.

Attendant service The exchange 1 notifies the contractor's correspondent via the contractor's computer 10 that the extension has been registered for the specific public network number, and the notified responder automatically or manually To contact the customer at. As an example, in a department store, the computer 10 of the contracting organization (department) uses the information notification service to send shopping information, entertainment information, and facility use guidance information to the wireless mobile terminal 5 that has been registered in the extension. The customer is notified via the wireless portable terminal 5 whose extension has been registered. At this time, if the customer has to wait due to the department store,
The customer can be contacted later with the extension number registered as a visitor.

In the statistical service, the computer 10 of the contracting organization processes the visitor extension management table 101, and stores the extension registration information including the registration date and time and the number of registrations of the extension registration performed by the user registered as a visitor during a certain period. Data, and integrate this extension registration information data with customer data of the contracting organization that has jurisdiction over the specific calling area,
The service information is provided to the customer in accordance with the date and time of visit to the specific call area and the number of visits.

The statistical service will be described with reference to FIG.

The exchange 1 sends the visitor extension management table 101 to the computer 10 of the contracting organization in real time, and the computer 10 of the contracting organization statistically processes the received visitor extension management table 101 to create statistical data 301.

Further, the computer 10 of the contracting organization integrates the created statistical data 301 into the customer data 302 held.

The computer 10 of the contracting organization has the exchange 1
, The customer data 302 and the service database 1
30 and provides the customer 303 with advertisements and guidance according to the customer's visit frequency and visit tendency. The present invention uses a PHS as an example of a wireless communication system. However, the present invention is not limited to the PHS, and can be applied to a wireless communication system that can realize the above-described concept.

[0070]

According to the present invention, a temporary extension number is given to a visitor terminal so that an extension can be received at the visitor terminal. It has the effect of being improved. That is, the business operator can communicate with the customer of the visitor terminal using the temporarily assigned extension number, and can provide a fine-grained service to the user of the visitor terminal.

Further, according to the present invention, a visitor extension management table enables timely service provision to a customer who is currently registering an extension, as well as information on when and how many times the customer has visited. Since the configuration is such that customer statistical data can be obtained, there is an effect that a variety of rich services can be provided according to the behavior of the customer.

[Brief description of the drawings]

FIG. 1 is a configuration block diagram of an embodiment of the present invention.

FIG. 2 is a configuration diagram of an extension number management table.

FIG. 3 is a flowchart of an extension assignment process.

FIG. 4 is a diagram illustrating the provision of customer service.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 exchange 2 PHS accommodating device 3 base station 4 calling area 5 wireless portable terminal 6 PHS accommodating device 7 base station 8 specific calling area 9 home wireless portable terminal 10 computer of contracting organization 120 extension number management table 301 statistical data 302 customer data

Claims (6)

[Claims] 1. A first base station that covers a specific call area within a premises of a specific organization and communicates with a wireless portable terminal located in the specific call area, and a public call area.
A second base station that communicates with a wireless portable terminal located in the public calling area; and an exchange that connects the first base station and the second base station and provides a communication service to the wireless portable terminal. When the wireless mobile terminal located in the public call area moves to the specific call area and becomes a visitor wireless mobile terminal, the exchange is an extension for the visitor wireless mobile terminal to communicate within the specific call area. Extension number assigning means for assigning a number to the visitor wireless portable terminal without prior registration, and service providing means for providing the visitor wireless portable terminal with a service dedicated to the specific call area. Wireless switching system customer service delivery system. 2. A first base station which covers a specific paging area in the premises of a specific organization and communicates with a home wireless portable terminal having the specific paging area as a home; and a public paging area which covers a public paging area. A second base station that communicates with a wireless mobile terminal located in the mobile terminal, and an exchange that connects the first base station and the second base station and provides a communication service to the wireless mobile terminal, the exchange comprising: When the wireless portable terminal located in the public call area moves to the specific call area and becomes a visitor wireless portable terminal, an extension number for the visitor wireless portable terminal to communicate in the specific call area, Extension number assigning means for assigning to the visitor wireless portable terminal without prior registration, and connecting the visitor wireless portable terminal and the home wireless portable terminal to provide an extension call service Service providing means, and a wireless switching system customer service providing method. 3. A home extension management table for registering an extension number and a public network number of the home wireless portable terminal for each of the specific call areas, an extension number assigned to the visitor wireless portable terminal, A public network number of the visitor wireless portable terminal, a presence display indicating whether the visitor wireless portable terminal is visiting the specific call area, and a visit time indicating the time the visitor wireless portable terminal visited the specific call area. Extension number management table storing means for storing an extension number management table having a visitor extension management table for registering the extension number, wherein the extension number assigning means pre-registers with the visitor wireless portable terminal based on the visitor extension management table. Without giving an extension number, the service providing means,
The wireless switching system customer according to claim 2, wherein the visitor wireless mobile terminal is connected to the home wireless mobile terminal to provide an extension call service based on the home extension management table and the visitor extension management table. Service delivery method. 4. A first base station which covers a specific paging area in the premises of a specific organization and communicates with a home wireless portable terminal having the specific paging area as a home; and a public paging area which covers a public paging area. A second base station that communicates with a wireless mobile terminal located at a predetermined location, a computer that manages the premises of the specific organization, and an exchange that communicates with the first base station, the second base station, and the computer. When the mobile wireless terminal located in the public call area moves to the specific call area and becomes a visitor wireless mobile terminal, an extension number for the visitor wireless mobile terminal to communicate in the specific call area is set. An extension number assigning means for assigning to the visitor wireless portable terminal without prior registration, an extension number of the home wireless portable terminal and a public network for each of the specific calling areas. A home extension management table for registering a number, an extension number to be given to the visitor wireless portable terminal, a public network number of the visitor wireless portable terminal, and whether the visitor wireless portable terminal is visiting the specific call area. An extension number management table storing means for storing an extension number management table, comprising: a visitor extension management table for registering a presence display and a visit time indicating the time at which the visitor wireless portable terminal visited the specific calling area; and A service providing unit that connects the visitor wireless mobile terminal, the home wireless mobile terminal, and the computer, and provides a service dedicated to the specific calling area, wherein the computer periodically stores the extension number management table storage unit; Access and periodically acquire the contents of the visitor extension management table, including the public network number of the visitor wireless portable terminal. Customer statistical data creating means for creating customer data and creating statistical data including a visit history and a visit frequency of the visitor wireless portable terminal to the specific calling area; customer data and statistical data created by the customer statistical data creating means Data storage means for storing service information for notifying the visitor wireless portable terminal and the home wireless portable terminal of the specific calling area, and a customer stored in the customer data storage means. Based on the data and the statistical data, a search is made from the service database for service information that has a tendency of each of the visitor wireless mobile terminal and the home wireless mobile terminal, and the searched service information is stored in the visitor wireless mobile terminal. Service information transmitting means for transmitting to the mobile terminal and the home wireless mobile terminal; , The service providing means, a wireless switching system customer service providing method and notifies the service information from the computer to said home wireless mobile terminal and the visitor wireless portable terminal. 5. The service information includes event information on an event in the specific calling area, advertising information of the specific organization in the specific calling area, and facility guidance information in the specific calling area. The wireless switching system according to claim 4, wherein the customer service is provided. 6. The exchange, when the extension number assigning means assigns an extension number to the visitor wireless portable terminal,
An extension number assignment notifying unit for notifying the computer of the extension number and the public network number of the visitor wireless portable terminal, wherein the computer receives a notification from the extension number assignment notification unit, and receives the extension number and the public network number. 5. The wireless switching system customer service providing method according to claim 4, further comprising a visiting customer notifying unit for notifying a user of the computer of a number, customer data and statistical data corresponding to the extension number.