JP2001309042A - Communication system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To solve problems that much time is taken for transmitting answering contents and for grasping a situation when an agent answering person answers to and transfers a call when a call-receiving person cannot answer. SOLUTION: An agent answering destination information storing means 102 stores information regulating the agent answering person to the call-receiving person. When the agent answering person answers when a call-receiving is requested, a signal transmission part 103 transmits a signal that agent answering is performed to the call- receiving person. When the agent answering person answers, a communication equipment connector control part 101 transmits the signal that agent answering is performed to the call-receiving person, connects the answering person and the agent answering person and transmits a transmission signal of the answering person and the agent answering person or a signal obtained by adding transmission and reception. A signal recognition part 201 recognizes the signal that agent answering is performed, which is transmitted from a communication equipment connector. When the call-receiving answering person detects the agent answering signal, a communication equipment control part 204 answers automatically to receive the transmission signal of the agent answering person or the signal obtained by adding the transmission and reception.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a communication network capable of voice communication such as a telephone public network or an IP communication network on the Internet, and a communication system using a communication device capable of voice communication such as a telephone terminal or a personal computer (PC). In particular, the present invention relates to a communication system for realizing incoming call transfer between remote points by proxy response at the time of an incoming call.

[0002]

2. Description of the Related Art At present, a business phone used in many offices has a plurality of extension telephones that can be switched and connected to one outside line, and when a call requester cannot answer a call, another person can substitute for the call. Can respond. At this time, the proxy responder suspends the call after responding to the response, and verbally informs the call requester that there is a call. The call requester can then release the hold and answer the call.

In such a verbal transfer, the call requester knows that (1) if the call requester is near, it is an incoming call to himself.

(2) Similarly, according to the response status of the proxy responder, it is possible to detect whether the other party of the call (hereinafter, referred to as the caller) is talking, and to respond flexibly, for example, to call again later. It is.

[0005] (3) The proxy responder can judge whether or not the incoming call requester is nearby just by looking around, and immediately ask the surrounding person about the presence or absence of the incoming call requester. Can be obtained.

Further, as shown in FIG. 20, an office has a representative number, an incoming call is received only at the attendant console, and a substitute responder (operator) of the attendant terminal performs a call operation of the incoming requester requested by the caller. After the transfer, the attendant's proxy responder enables the call to be monitored.

[0007]

However, verbal transfer cannot be performed between terminals installed at long distances due to the problem of distance. Can't grasp whether it can't answer incoming calls.

[0008] Since the incoming call requester does not listen to the contents of the proxy responder, he / she suffers inconvenience such as not being able to grasp whether the caller is speaking and how the call was answered. Was.

The present invention solves the above-mentioned problem. In addition to the voice path of the caller and the proxy responder at the time of receiving a call, a voice path is automatically established between the proxy responder and the call requester, and the proxy response is performed. The purpose is to enable the voice of the proxy responder to be heard at the remote call requester's seat at a remote location.

[0010] In addition, the situation of the call requester (at-rest or away-o
The purpose of the present invention is to monitor the operation status of a sensor or a computer and monitor the operation status of a sensor or a computer so that a substitute responder can sequentially confirm the status of a remote call requester on a display of his / her terminal.

[0011] For this reason, by using the present apparatus, the same convenience as in the case of verbal transfer can be obtained by users between remote locations.

[0012] Next, in the case of connection using a relay console: ・ Since the call is directly received by the call requester, dial-in reception is not possible and a dedicated operator is required, which leads to an increase in personnel expenses and other costs.

When the call requester is absent, the operator of the relay console needs to inquire the caller and call another person again, which is inefficient. In addition, since the caller takes a long time to connect, a long waiting time is required.

Since the call requester does not know the contents of the call between the caller and the relay console (substitute responder), prior to the transfer, the relay console (substitute responder) informs the caller of the purpose of the caller. There must be.

Since the substitute responder does not know the caller, it was necessary to confirm the caller with the relay console (proxy responder) before the call was transferred.

The present invention has been made to solve the above problems, and has as its object to eliminate the need for a dedicated operator, shorten the waiting time of a caller, and connect efficiently.

[0017]

According to the present invention, in order to achieve the above object, as shown in FIG. 21, a communication device connecting apparatus is used to connect a line from a caller to a call requester by receiving a call. , A line is connected to a proxy responder that has been set in advance as a group, a call path is automatically generated between the proxy responder and the incoming call requester for the hold operation of the proxy responder, and a call is made from the time the proxy responder answers. The call requester allows call monitoring.

As described above, the line connection to both the call requester and the proxy responder makes the connection efficient without requiring a dedicated operator and shortens the waiting time of the caller. The call requester listens to the caller's voice and the message in advance, so that it is not necessary to hear the message from the substitute responder. In addition, the proxy responder is conscious of the transfer operation in order to automatically establish a voice path between the proxy responder and the call requester after holding the proxy response to the call of the call requester who is out of sight of the call. It is possible to perform the transfer quickly and smoothly without using.

On the other hand, this system can be used not only by people who are not near each other, but also by a wide area extension network connected to a remote place, so that telecommuters can be accommodated in a virtual office and It can be applied to improve convenience and the like, and is characterized by the following configuration.

(First Invention) In a communication system according to the first aspect of the present invention, a plurality of communication devices capable of line connection and voice input / output are connected to each of the communication devices. A communication device connection device that enables connection with a network, wherein the communication device connection device is a communication connection that connects one or both of the communication device and an external network. Means, a proxy response destination information storage means for storing information defining a proxy responder for an incoming requester who is a connection request destination of the caller, and an incoming request when the proxy responder responds to the incoming request. A signal transmitting means for transmitting a signal to the effect that a proxy response has been made to the caller, and a proxy response destination information storage means for searching for a proxy responder at the time of an incoming call request, notifying the proxy responder of the incoming call together with the call requester, and When the caller responds, the signal transmission means transmits a signal to the effect that the call requester has been proxy-replyed, and connects the call-requester and the proxy responder to transmit a call signal of the call-requester and the proxy responder. Or having a communication device connection device control means for transmitting a signal added transmission and reception,
Each of the communication devices is a signal recognition unit that recognizes a signal indicating that a proxy response has been transmitted from the communication device connection device,
Communication device control means for automatically answering when the call requester detects the proxy response signal by the signal recognition means and enabling reception of the transmission signal of the proxy response person or the signal obtained by adding the transmission and reception. It is characterized by the following.

That is, when the call requester cannot receive the call, a voice path for monitoring the voice of the caller who has made the proxy response is automatically established, and the caller can monitor the voice. Therefore, even when the substitute responder is not nearby, such as being in another room, the incoming requester can answer near the user's seat and obtain the same information as listening to the voice during the response. .

(Second invention) In the communication system according to the second aspect of the present invention, the signal transmitting means transmits a signal to the effect that the substitute responder has been suspended to the incoming call requester when the substitute responder has suspended, The communication device connection device control means, when the proxy responder is suspended, transmits a signal to the effect that the proxy responder has been suspended from the signal transmission means to the incoming requester, between the incoming requester and the proxy responder The two-way communication is enabled, the signal recognizing means recognizes a signal transmitted from the communication device connection apparatus to the effect that the substitute responder has been put on hold, and the communication device control means determines that the incoming call requester has received the signal recognition. When the holding of the substitute responder is detected by the means, a communication with the substitute responder is enabled.

That is, after the proxy responder holds the call with the caller, verbally conveys the name and requirements of the called party to the call requester, and the call requester releases the hold and verbal transfer for talking with the caller. The same transfer is performed. At that time, the delegate respondent will hold,
A call path is automatically formed without performing an operation of newly establishing a call path with the incoming call requester.In addition, since the message is transferred verbally by hands-free call and transferred, the same as the above-mentioned verbal transfer is performed. Transfer is possible. As a result, the proxy responder can easily perform the transfer without the operation such as dialing. On the other hand, the incoming call requester can receive the same convenience as the conventional verbal transfer even when the proxy responder is not nearby.

(Third invention) In the communication system according to the third aspect of the present invention, the signal transmitting means may be configured such that when the substitute responder requests a three-party call including the incoming call requester, the substitute responder responds with three.
The communication device connecting device control means transmits a signal to the effect that the call request has been made to the incoming call requester, and when the substitute responder requests the three-party call including the incoming call requester, A signal that the responder has requested the three-way call is transmitted to the incoming call requester, and a three-way call between the incoming call requester, the proxy answerer, and the caller is enabled. Recognizing a signal transmitted from the device connection device to the effect that the proxy responder has requested a three-party call, the communication device control means determines that the incoming call requester has received a signal requesting the three-party call by the signal responding means. Is automatically configured to enable a three-party call when a call is detected.

That is, in the transfer, the caller, the substitute responder, and the call requester can speak simultaneously, so that the communication can be performed more smoothly and the transfer can be reliably performed.

(Fourth invention) In the communication system according to the fourth aspect of the present invention, when the incoming requester releases the hold, the signal transmitting means transmits a signal indicating that the incoming requester has released the hold to the proxy responder. The communication device connection device control means, when the incoming requester releases the hold, from the signal sending means,
Sends a signal to the substitute respondent that the call requester has released the hold, disconnects the two-way call between the call requester and the substitute responder, and enables a two-way call between the caller and the caller The signal recognizing means recognizes a signal transmitted from the communication device connection device indicating that the incoming call requester has released the hold, and the communication device control means determines that the proxy responder has received the incoming request by the signal recognizing means. The call with the call requester is automatically disconnected when the call release of the caller is detected.

That is, in a communication system in which a call requester can talk to a caller only by releasing a held call without disconnecting a voice path formed between the proxy responder and the caller during transfer. is there.

(Fifth invention) In a communication apparatus according to a fifth aspect of the present invention, the communication device control means recognizes whether the own terminal is a call requester or a substitute responder, and notifies the terminal of the fact when a call is received. It is characterized in that it is configured to perform.

That is, a communication system capable of distinguishing a ring tone between a case of a proxy responder and a case of an incoming call requester and clearly notifying the user of the communication device of which position he is calling. It is.

(Sixth invention) In a communication system according to a sixth aspect of the present invention, the proxy response destination information storage means stores information on an incoming call requester and a proxy responder specified for each caller. It is characterized by the following.

That is, a person who substitutes for the caller is separated from a person who does not, and only the person who is related to the caller is registered as the substitute responder, so that there is no relation at all. If a person who does not know does not answer by proxy and performs a proxy response with a person who has a high possibility of understanding the task, the caller or the proxy responder can answer the phone with peace of mind, and This is a communication system that can accurately notify the call requester.

(Seventh invention) In a communication system according to a seventh aspect of the present invention, each of the communication devices has loudspeaker reception means for enabling speaker reception, and the communication device control means determines whether or not the incoming call requester is the caller. When the signal recognizing means detects the substitute response signal, it automatically responds to the transmitted signal of the substitute responder or the added signal of the transmitted / received speech to automatically activate the loudspeaker receiving means to enable speaker reception. It is characterized by having done.

That is, this is a communication system in which the call requester can listen to the voice during the proxy response without any operation such as pressing a button, and in a hands-free manner.

(Eighth invention) In the communication system according to the eighth invention, each of the communication devices has a loudspeaker communication means enabling speaker communication, and the communication device control means comprises: Holding the substitute responder in the signal recognition means,
Alternatively, when a three-party call request is detected, the loudspeaker calling means is automatically activated to enable speaker communication.

That is, the incoming call requester is a communication system in which the substitute responder can listen to the held call without any operation such as pressing a button, and in a hands-free manner.

(Ninth invention) In a communication system according to a ninth aspect of the present invention, each of the communication devices has a hook operation detecting means for detecting on-hook and off-hook of a handset, and the communication device control means is on hold. Further, when the off-hook is detected by the hook operation detecting means, the hold is automatically released.

That is, the communication system is capable of releasing the hold only by the off-hook of the handset and allowing the caller to talk with the caller through the handset without the call requester performing the hold release operation such as pressing the button.

(Tenth invention) In the communication system according to the tenth invention, the communication device connection device includes a telephone number, an IP address, a name, an identification number assigned to each of the connected communication devices, Alternatively, a connection communication device management information storage unit that stores a personal identification number and manages identification of a caller, a call requester, and a proxy responder is provided.

That is, in the communication device connection device, the management of the system user such as the caller, the call requester, and the substitute responder is performed not only by the telephone number but also by the IP address, the name, the ID number for each individual, or the personal identification number. This is a communication system that is performed by using.

According to an eleventh aspect of the present invention, in the communication system according to the eleventh aspect, the communication device connecting device has a sound adding device for adding a sound, and the communication device connecting device control device includes the sound adding device. The transmission and reception addition processing, the hold processing, and the three-party communication processing are performed by using the communication apparatus.

That is, the above-mentioned "transmission / reception talk addition processing",
This communication system is capable of effectively using the resources of lines and devices by performing three functions of “hold processing” and “three-party call processing” on the communication device connection device side, not on the communication device side.

According to a twelfth aspect of the present invention, in the communication system according to the twelfth aspect, the communication device connection device includes a connection between the communication device connection device and the communication device and a connection between the communication device connection device and an outside line. Either or both have IP communication connection means for connecting to an IP network.

That is, by using the IP network for the communication of the present invention, it is possible to integrate with a data communication network other than voice using IP and to use the network resources effectively.

According to a thirteenth aspect, in the communication system according to the thirteenth aspect, the communication device connection device includes a plurality of communication device connection devices, and connects the plurality of communication device connection devices via a network.
The communication device connection device control means transmits and receives information of a caller, a call requester, a proxy responder, and a signal specified by the signal transmission means between different communication device connection devices, thereby providing different communication device connection devices. The communication device is characterized in that communication between communication devices connected to the connection device is enabled.

That is, by forming a virtual extension network between remote locations and performing the above-described monitoring, the incoming call requester can receive a proxy response at a remote location, even if he is not aware of the distance, as if near his own seat. This is a communication device that can monitor the voice during the response in the same manner as the proxy response, and can transfer the message by verbal communication.

According to a fourteenth aspect of the present invention, in the communication system according to the fourteenth aspect, the communication device connection device includes a voice compression / decompression unit for compressing / decompressing a voice signal for communication between the communication devices and transmitting / receiving the voice signal. It is characterized by having.

That is, by compressing the voice of the monitor and the intercommunication to the external communication network having a narrower band than the private network, the band utilization efficiency is improved.
This is a communication device that enables smooth monitoring and intercommunication, and facilitates coexistence with data communication traffic within the same network even within a private network.

[0048]

DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment) FIG. 1 is a block diagram of a communication system showing a first embodiment of the present invention. This communication system includes a communication device connection device and a plurality of communication devices.

The communication device connection device is a communication connection unit 1 for connecting to a communication network capable of voice communication such as a telephone public network or an IP communication network, or a communication device capable of voice communication such as a telephone terminal or a PC.
00, a proxy response destination information storage unit 102 that stores a table defining a proxy response destination at the time of an incoming call request, and transmits a signal to the effect that the proxy requester has received a proxy response when the proxy responder responds at the time of an incoming call request. The signal transmitting unit 103 and the proxy response destination information storage unit 102 at the time of an incoming call request search for a proxy responder, and notify the proxy responder of the incoming call together with the incoming requester,
When the proxy responder responds, the signal transmission unit 103
A communication device connection that transmits a signal to the incoming requester that a proxy response has been made, connects the incoming requester and the proxy responder, and transmits a transmission signal of the proxy responder or a signal with transmission and reception added. A device control unit 101.

Each communication device has a signal recognizing unit 2 for recognizing a signal transmitted from the communication device connection device to indicate that a proxy response has been received.
01, a line connection unit 204 for connecting to an internal communication network to which the communication device connection device is connected, a communication unit 205 for performing voice input / output and voice communication,
1 has a communication device control unit 200 that automatically responds when a proxy response signal is detected and enables reception of a transmission signal of the proxy responder or a signal to which transmission / reception is added.

FIG. 15 shows an operation sequence of the communication system according to the first embodiment of the present invention. In this detailed description, as an example, the communication device of the incoming requester is referred to as communication device A,
Although the communication device of the proxy responder is the communication device B, the combination is arbitrary and the setting is held by the proxy response destination information storage unit 102.

In FIG. 15, an incoming call is received from a communication network or an extension communication device to a communication device connection device (S100). In response to the incoming call, the communication device A sounds an incoming call (S10).
1). On the other hand, all the communication devices other than the communication device A including the communication device B, or the communication devices belonging to the group that performs the proxy response specified in the proxy response destination information storage unit 102 when the communication device A receives a call, also receive the proxy response call. It sounds (S102). The group that performs the proxy ringing at the time of the incoming call sets any communication device of 0 or more, and the proxy response destination information storage unit 102 holds and manages the setting.

After the proxy response by the communication device B, the ringing of the incoming call ends for another incoming call (S103, S104). At this time, the communication device connection control unit 101 forms a voice path between the communication device of the caller and the communication device B using the communication connection unit 100 (S105).

On the other hand, the communication device connection device control section 101 issues a monitoring incoming call to the communication device A in order to form a monitor path (S106). The communication device A automatically responds to the incoming call for monitoring (S107). In response to the automatic response, the communication device connection device control unit 101 forms a new communication path between the communication device B and the communication device A, and transmits the transmission voice of the communication device B to the communication device A separately from the caller terminal. (S1
08).

In the present embodiment, as an example, the case where the destination is the communication device A has been described. However, in the case of a representative incoming call in which the destination cannot be specified, all of the terminals are proxy responders. (S106 to S108).

(Second Embodiment) FIG. 2 shows a second embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. In the following description, the same components as those in FIG. 1 are denoted by the same reference numerals, and description thereof will be omitted.

The communication device connecting device according to the second embodiment is different from the signal transmitting unit 103 of the device according to the first embodiment in that
When the substitute responder is suspended, there is a signal transmission unit 113 that transmits a signal to the effect that the substitute responder has been suspended to the incoming requester.
When the substitute responder is put on hold instead of the communication device connection control unit 101, the signal transmitting unit 113 transmits a signal to the effect that the substitute responder has been put on hold to the incoming call requester, and the incoming call requester and the substitute responder It has a communication device connection device control unit 111 that enables two-way communication between the devices.

The communication device is different from the signal recognition unit 201 in that
Instead of the signal recognizing unit 211 for recognizing the signal indicating that the proxy responder has been held transmitted from the communication device connection device and the communication device control unit 200, the incoming call requester uses the signal recognizing unit 211 to identify the substitute responder. It has a communication device control unit 210 that enables communication with a substitute responder when the hold is detected.

The operation sequence of this device according to the second embodiment of the present invention will be described with reference to FIG. After the operation sequence (S100 to S108) of the first embodiment, the proxy responder performs a call holding operation in the communication device B (S110), and the communication device connection device control unit 111 holds the call with the caller. (S111). After the suspension, the communication device connection device control unit 111 automatically forms a monitoring path formed between the communication device A and the communication device B into a bidirectional communication path (S112, S113). This communication device A
Using the two-way voice path between B and B, the proxy responder tells the call requestor what the caller has received from the caller, and the caller asks the caller to answer the call or call back later. You can receive instructions.

(Third Embodiment) FIG. 3 shows a third embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. In the third embodiment, instead of the signal transmission unit 113 in the second embodiment, when the substitute responder requests a three-party call including the incoming call requester, a signal indicating that the substitute responder has requested the three-party call. Is transmitted to the call requester. Also, instead of the communication device connection device control unit 111 of the second embodiment, when the proxy responder requests a three-party call including the incoming call requester, the signal responding unit 123 causes the proxy responder to make the three-party call. It has a communication device connection device control section 121 that transmits a signal to the effect that the request has been made to the incoming call requester, and controls the three-way communication between the incoming call requester, the proxy responder, and the caller.

The communication device includes a signal recognizing unit 221 for recognizing a signal transmitted from the communication device connecting device to the effect that the proxy responder has requested a three-party call. A communication device control unit 220 that automatically enables a three-party call when a three-party call request of a proxy responder is detected.

FIG. 17 shows an operation sequence of this device in the third embodiment of the present invention. After the operation sequence (S100 to S108) of the first embodiment in FIG. 15, the proxy responder makes a request for a three-party call in the communication device B (S120). The communication device connection device control unit 121 uses the signal transmission unit 123 to notify the communication device A that a three-party call is to be performed (S121). After the notification, the communication device connection device control unit 121 communicates with the caller communication device and the communication device B (S12
2) A call path is established between the caller communication device and the communication device A (S123) and between the communication device B and the communication device A (S113) to enable a three-party call. At this time, the communication device uses the communication device control unit 220 to automatically form a path.

(Fourth Embodiment) FIG. 4 shows a fourth embodiment of the present invention.
1 is also a block diagram showing the embodiment. In the system according to the fourth embodiment, in the system according to the third embodiment, instead of the signal transmission unit 123, the communication device connecting device substitutes a signal indicating that the incoming requester has released the hold when the incoming requester releases the hold. And a signal transmission unit 133 for transmitting the signal to the user.
Also, in addition to the control of the communication device connection device control unit 121, when the incoming requester releases the hold, a signal indicating that the incoming requester has released the hold is transmitted from the signal transmission 133 to the substitute responder, It has a communication device connection device control unit 131 that disconnects a two-way call between the proxy responder and enables a two-way call between the caller and the call requester.

The communication device includes a signal recognizing unit 231 for recognizing a signal transmitted from the communication device connecting device and indicating that the incoming requester has released the hold, and a proxy responder for recognizing the signal.
Has a communication device control unit 220 that automatically disconnects the call with the call requester when the hold release of the call requester is detected.

FIG. 18 shows an operation sequence of this system according to the fourth embodiment of the present invention. In addition to the operation sequences S100 to S108 of the first embodiment and the operation sequences S110 to S113 of the second embodiment, the call requester uses the communication device control unit 230 of the communication device A to
The communication device connection device is notified of the release of the hold (S13).
0). The communication device connection device notifies the communication device B of the release of the hold using the signal transmission unit 133 (S131). Thereafter, the communication device connection device control unit 131 forms an audio path between the communication device A and the caller communication device (S132),
The call between the caller and the call requester becomes possible. At the same time, the communication device connection device control section 131 disconnects the audio path formed between the communication device B and the communication device B (S133).

(Fifth Embodiment) FIG. 5 shows a fifth embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. The system according to the fifth embodiment is the same as the system according to the fourth embodiment, except that the communication device recognizes whether the terminal itself is a call requester or a substitute responder, and informs the terminal when the call is received.
Has zero.

Referring to FIG. 15, a fifth embodiment of the present invention will be described. In response to an incoming call from the caller (S100), the communication device A receives an incoming call (S101). At this time, the communication device A indicates to the incoming call requester that the incoming call is being received instead of the proxy response call. At the same time, the communication device B receives a proxy response call (S102). At this time, the communication device B indicates to the proxy responder that a proxy response call is being entered instead of an incoming call. The distinction between the display and the notification can be made, for example, by using different notifications and displays for the incoming call and the substitute response call in the display of the ringing tone, the lamp display, the character and the window, and the like.

(Sixth Embodiment) FIG. 6 shows a sixth embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. The communication system according to the sixth embodiment differs from the communication device connection apparatus according to the fifth embodiment in that instead of the proxy response destination information storage unit 102, information on an incoming call requester or a proxy responder specified for each caller is stored. It has a proxy response destination information storage unit 112.

Referring to FIG. 15, a sixth embodiment of the present invention will be described. Instead of a group of proxy responders distinguished for each incoming requester for an incoming call (S100) from a caller, a group of incoming requesters and proxy responders is distinguished for each caller. This is an example of a calling ID (caller identifier)
Thus, a group can be created with the person in charge of receiving the call of the caller as the call requester and other related members as proxy responders.

(Seventh Embodiment) FIG. 7 shows a seventh embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. The communication system according to the seventh embodiment includes, in addition to the communication system according to the sixth embodiment, a loudspeaker receiver 202 that enables speaker reception. When the call requester detects the proxy response signal in the signal recognition unit 231, the call requester automatically responds and transmits the transmission signal of the proxy responder or the signal to which the transmission / reception is added to the loudspeaker reception unit 202.
Is automatically activated to enable speaker reception.

A seventh embodiment of the present invention will be described with reference to FIG. The incoming call for monitoring the speaker reception enters the communication device A of the incoming call requester (S106), and automatically responds (S107). At the time of this automatic response, the communication device control unit 25
0 automatically activates the loudspeaker receiver 202 and outputs a sound to the outside by enabling the speaker reception in accordance with the formation of the monitor path (S108).

(Eighth Embodiment) FIG. 8 shows an eighth embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. The system according to the eighth embodiment is different from the system according to the seventh embodiment in that, instead of the loudspeaker unit 202, a loudspeaker unit 212 that enables speaker communication is provided. Further, when the call requester detects the hold of the substitute responder or the three-party call request by the signal recognition unit 231, the communication device control unit 260 that automatically activates the loudspeaker call unit 212 and enables speaker communication is provided. Have.

An operation sequence according to the eighth embodiment of the present invention will be described with reference to FIGS. If the substitute responder is on hold and voice is transmitted and received between the communication device A and the communication device B (S113), the substitute responder requests a three-party call, and the communication device A communicates with the communication device B and the caller. When a communication path is formed with both communication devices to transmit and receive voice (S113 and S123), the communication device control unit 260
12 is automatically activated to enable hands-free communication. As an example, a hands-free unit incorporating a speaker, a microphone, and an echo canceller can be automatically activated and used.

(Ninth Embodiment) FIG. 9 shows a ninth embodiment of the present invention.
FIG. 2 is a block diagram showing the embodiment. The communication system according to the ninth embodiment includes a hook operation detection unit 203 that detects on-hook and off-hook of the handset. Also, when the off-hook is detected by the hook operation detecting means during the hold, the communication device control unit 27 automatically releases the hold.
Has zero. That is, in the communication device A of the call requester, the hold release is automatically released by on-hook or off-hook of the handset, or a corresponding button operation, so that the operation can be simplified.

(Tenth Embodiment) FIG. 10 is a block diagram showing a tenth embodiment of the present invention. Tenth
The communication system according to the embodiment includes, in addition to the communication system according to the ninth embodiment, a telephone number, an IP address, a name, an identification number assigned to each individual, or an individual, Accumulate the PIN of
It has a connected communication device management information storage unit 104 for managing the identification of a caller, a call requester, and a proxy responder.

(Eleventh Embodiment) FIG. 11 is a block diagram showing an eleventh embodiment of the present invention. Eleventh
The communication system according to the embodiment includes, in addition to the communication system according to the tenth embodiment, a voice addition unit 105 for adding voice, and a transmission / reception speech addition process, a hold process, and a three-party call process using the voice addition unit 105. The communication device includes a communication device connection device control unit 141 that performs control performed in the connection device.

That is, a plurality of communication paths need to be formed with one communication device in order for the communication device connection device to add voice including a three-party call (for example, S122 and S113 in FIG. 17). Alternatively, S123 and S123 in FIG.
113) and only one communication path is required. In addition, since the hold is performed by the communication device connection device, the communication device does not need to form a path between the held communication device and the communication device connection device.

(Twelfth Embodiment) FIG. 12 is a block diagram showing a twelfth embodiment of the present invention. Twelfth
The communication system according to the embodiment is the same as the communication system according to the eleventh embodiment, except that the communication device connection device includes an IP communication connection unit 110 for connecting to an IP communication network.
10, the connection between the communication device connection device and the communication device,
This is the case where either or both of the connection between the communication device connection device and the outside line are configured by an IP network.

(Thirteenth Embodiment) FIG. 13 is a block diagram showing a thirteenth embodiment of the present invention. Thirteenth
The communication system according to the twelfth embodiment is different from the communication system according to the twelfth embodiment in that a signal transmission unit 143 that transmits a call control signal to another communication device connection device and a plurality of communication device connection devices are provided. The devices are connected via a network, and information on a caller, a call requester, a proxy responder, and a signal sending unit 143 are provided between different communication device connection devices.
And a communication device connection device control unit 151 that enables each operation of the above-described embodiments to be performed between communication devices connected to different communication device connection devices by transmitting and receiving signals specified in the above.

FIG. 19 shows an operation sequence of this system according to the thirteenth embodiment of the present invention. In the following description, the communication device connecting device to which the proxy responder's communication device B is connected is the communication device connecting device B, and the communication device connecting device to which the communication requester's communication device A is connected is the communication device connecting device A. And

After the operation sequence (S100 to S101) in the first embodiment of the present invention, the communication device connection device A
The communication device connection device control unit 151 of the communication device requests the communication device connection device control unit 151 of the communication device connection device B to make a proxy response call (S140). Upon receiving the request, the communication control unit 151 of the communication device connection apparatus B calls the communication device B for a proxy response (S14).
Apply 1).

In the communication device B, when the proxy responder makes a proxy response, the communication device connection device control section 151 of the communication device connection device B receives a response (S142). The communication device connection device control unit 151 of the communication device connection device B returns a response to the communication device connection device control unit 151 of the communication device connection device A (S
143). The communication device connection device control unit 151 of the communication device connection device A returns a response to the communication device of the caller (S10).
4), the communication device connection device control unit 1 of the communication device connection device B
A call path is formed between the caller communication device and the communication device B by using S51 (S144). After the path is formed, the communication device connecting device control unit 151 of the communication device connecting device A makes a monitoring call to the communication device A of the call requester (S106).

Upon receiving the incoming call for monitoring, the communication device A automatically responds (S107). Upon receiving the automatic response, the communication device connection device control unit 151 of the communication device connection device A newly uses the communication device connection control unit 151 of the communication device connection device B to form a communication path between the communication device B and the communication device A. Then, the transmission voice of the communication device B or the voice obtained by adding the transmission voice of the communication device B and the voice of the caller in real time using the voice addition unit 105 is transmitted to the communication device A (S145).

When a hold operation is performed on the communication device B (S146), the communication device connection device control unit 151 of the communication device connection device B notifies the hold request to the communication device connection device control unit 151 of the communication device connection device A. (S147), the communication device connection device control unit 151 of the communication device connection device A holds the call with the caller (S111). After the suspension, the communication device connection device control unit 151 of the communication device connection device A automatically forms the monitoring path formed between the communication device A and the communication device B into a bidirectional communication path (S147, S1).
48, S149).

In the present embodiment, in the communication between the communication device connecting devices, the voice path having a large amount of data is always connected and the cost is reduced by using a communication network such as the Internet, which is inexpensive. The control information uses another communication network with a high communication speed to increase the responsiveness between communication devices,
In addition, costs can be kept low.

(Fourteenth Embodiment) FIG. 14 is a block diagram showing a fourteenth embodiment of the present invention. In the fourteenth embodiment, in addition to the thirteenth embodiment, a communication having a voice compression unit 106 for compressing and encoding a voice and a compressed voice decompression unit 107 for restoring the compressed and coded voice to an original voice signal. It consists of a device connection device.

A fourteenth embodiment of the present invention will be described with reference to FIG. When voice is communicated via both the communication device connection device A and the communication device connection device B (S144,
In S148), it is assumed that a communication network having a narrow communication band and a low speed is used. In such a case, the communication device connection device compresses and encodes the sound using the sound compression unit 106 and compresses the sound. The communication device connecting device that has received the encoded sound can also use the compressed sound restoration unit 107 to restore the sound and send it to the connected communication device.

In the fourteenth embodiment, as an example, the configuration has been described in which the communication device connection device has the audio compression unit 106 and the compressed audio restoration unit 107. However, the audio compression unit 106 and the compressed audio restoration unit 107 are provided for each communication device. The same effect can be obtained even with the configuration in which it is provided.

In the above description, the terminal and the user are fixed, but when the user performs a log-in operation and uses a plurality of different terminals, the user is not set to the terminal but to the destination. By doing so, the user can use this monitor and transfer at any terminal.

The communication network of the present invention and the internal communication network connected to the terminal can use not only those using metal wires but also wires such as wireless and optical fibers. Is also applicable.

Furthermore, in the present invention, the sequence in which the voice path is once passed through the communication device connection device and communicated has been described. However, the communication device connection device performs only the control up to forming the path, and the voice path itself is in communication. The same applies to forming an audio path between communication devices without passing through the device connection device.

[0092]

As described above, according to the present invention, the voice of the proxy responder who is not close can be monitored,
The incoming call requester can listen to the answering voice of the substitute responder even if he / she cannot take his / her hand around or at his / her desk, as if he / she picked up the phone nearby, and the caller / phone It is possible to know the contents.

[0093] Further, the incoming call requester can know the contents of the telephone more reliably by listening to the voices of both the caller and the proxy responder.

On the other hand, in the transfer after holding, the voice path is automatically formed between the proxy responder and the incoming call requester simply by holding, so that no special operation is required. It is possible to inform the call requester of the business requirements and the like, as well as being near the call requester.

Further, the incoming call requester and the proxy responder can perform monitoring and verbal transfer without feeling a physical distance by forming a two-way communication path after monitoring and holding through a communication network. Is possible. As a result, the proxy response can be performed without worrying about the distance, so that the user can use the wide-area extension network as easily as when using the same office in the same office. Therefore, the present invention is effective in a voice communication device having a plurality of terminals. However, as an example, since a proxy response can be remotely performed and a verbal transfer is possible, a voice communication network for managing small businesses such as telecommuting is constructed. It is particularly effective in cases.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a first embodiment of the present invention.

FIG. 2 is a block diagram showing a second embodiment of the present invention.

FIG. 3 is a block diagram showing a third embodiment of the present invention.

FIG. 4 is a block diagram showing a fourth embodiment of the present invention.

FIG. 5 is a block diagram showing a fifth embodiment of the present invention.

FIG. 6 is a block diagram showing a sixth embodiment of the present invention.

FIG. 7 is a block diagram showing a seventh embodiment of the present invention.

FIG. 8 is a block diagram showing an eighth embodiment of the present invention.

FIG. 9 is a block diagram showing a ninth embodiment of the present invention.

FIG. 10 is a block diagram showing a tenth embodiment of the present invention.

FIG. 11 is a block diagram showing an eleventh embodiment of the present invention.

FIG. 12 is a block diagram showing a twelfth embodiment of the present invention.

FIG. 13 is a block diagram showing a thirteenth embodiment of the present invention.

FIG. 14 is a block diagram showing a fourteenth embodiment of the present invention.

FIG. 15 is a view showing an operation sequence of the embodiment shown in FIG. 1;

FIG. 16 is a view showing an operation sequence of the embodiment shown in FIG. 2;

FIG. 17 is a view showing an operation sequence of the embodiment shown in FIG. 3;

FIG. 18 is a diagram showing an operation sequence of the embodiment shown in FIG.

FIG. 19 is a diagram showing an operation sequence of the embodiment shown in FIG.

FIG. 20 is a configuration diagram of a communication system using a conventional relay console.

FIG. 21 is a configuration diagram of a communication system using the communication device connection device of the present invention.

[Explanation of symbols]

100, 110: Communication connection unit 101: Communication device connection device control unit 111, 121, 131, 141, 151 ... Communication device connection device control unit 102, 112: Proxy response destination information storage unit 103, 113, 123, 133, 143 ... Signal transmission unit 104 ... Connected communication device management information storage unit 105 ... Audio addition unit 106 ... Audio compression unit 107 ... Compressed audio restoration unit 200,210,220,230 ... Communication device control unit 240,250,260,270 ... Communication Device control units 201, 211, 221, 231 ... signal recognition unit 202 ... loudspeaker receiver 203 ... loudspeaker communication unit 203 ... hook operation detection unit

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) H04M 7/00 H04M 7/00 Z (72) Inventor Ryozo Nukawa 2-3 Otemachi 2-chome, Chiyoda-ku, Tokyo No. 1 Within Nippon Telegraph and Telephone Corporation (72) Inventor Wataru Inoue 2-3-1 Otemachi, Chiyoda-ku, Tokyo Nippon Telegraph and Telephone Corporation (72) Kaori Narahara 2-chome Otemachi, Chiyoda-ku, Tokyo No.3-1 F-term in Nippon Telegraph and Telephone Corporation (reference) AA10 BB01 CC01 DD03 DD04 DD07 FF06 GG01 HH13 HH16 HH19 JJ05 JJ17

Claims (14)

[Claims] A plurality of communication devices capable of line connection and voice input / output; and a communication device connection device to which each of the communication devices is connected and which enables connection between the communication devices and an external network. A communication connection means for connecting one or both of the communication device and the external network, and an incoming request as a connection request destination of a caller. Response information storage means for storing information specifying the proxy responder to the caller, and signal transmission for sending a signal to the effect that the proxy responder has been responded to by the caller when the proxy responder responds to the incoming call request Means for searching for a proxy responder by the proxy response destination information storage means at the time of an incoming call request, notifying the proxy responder of the incoming call together with the incoming call requester, and, when the proxy responder responds, receiving the incoming call request by the signal transmitting means. Device that transmits a signal to the effect that a proxy response has been made to the caller, connects the call requester and the proxy responder, and transmits a transmission signal of the call requester and the proxy responder or a signal in which transmission and reception are added. Connection device control means, wherein each of the communication devices is a signal recognition device for recognizing a signal transmitted from the communication device connection device indicating that a proxy response has been made, and a call requester is represented by the signal recognition device. A communication device control means for automatically receiving a response signal when a response signal is detected, and enabling transmission of a transmission signal of the proxy responder or a signal to which transmission / reception is added. 2. The signal transmitting means transmits a signal to the effect that the proxy responder has been held to the incoming call requester when the proxy responder has put the call on hold. Then, while transmitting to the incoming requester a signal that the proxy responder has been suspended from the signal transmitting means, enables two-way communication between the incoming requester and the proxy responder, the signal recognition means, Recognizing a signal indicating that the proxy responder has been suspended transmitted from the communication device connection device, the communication device control means, when the incoming requester detects the suspension of the proxy responder in the signal recognition means, substitute response The communication system according to claim 1, wherein the communication system is configured to enable a call with a user. 3. The signal transmitting means, when the proxy responder requests a three-party call including the call requester, transmits a signal to the effect that the proxy responder has requested the three-party call to the call requester, When the substitute responder requests a three-party call including the incoming call requester, the communication device connecting device control means transmits a signal indicating that the substitute responder has requested the three-party call from the signal transmitting means to the incoming requester. And a three-party call between the call requester, the proxy responder, and the caller is enabled, and the commander identification means requests the proxy responder transmitted from the communication device connection device to request the three-party call. The communication device control means automatically enables a three-party call when the call requester detects a three-party call request of a substitute respondent by the signal recognition means. The communication system according to claim 1, wherein: 4. The signal transmission means, when the incoming requester releases the hold, transmits a signal to the effect that the incoming requester has released the hold to the proxy responder. When the call is released from the hold, the signal sending means transmits a signal to the effect that the call requester has released the hold to the substitute responder, and disconnects the two-way communication between the call requester and the substitute responder to initiate the call. The signal recognition means recognizes a signal transmitted from the communication device connection device that the call requester has released the hold, the communication device control means, 3. The communication system according to claim 2, wherein a call with the call requester is automatically disconnected when the substitute responder detects release of the call requester's hold by the signal recognition means. 5. The communication device control means according to claim 1, wherein said communication terminal control means recognizes whether the terminal is a call requester or a substitute responder, and notifies the terminal when the call is received.
5. The communication system according to any one of 4. 6. The information processing apparatus according to claim 1, wherein said proxy response destination information storage means stores information on an incoming call requester and a proxy responder specified for each caller.
A communication system according to item 9. 7. Each of the communication devices has loudspeaker receiving means for enabling speaker reception, and the communication device control means automatically responds when a call requester detects a proxy response signal by the signal recognition means. 7. A transmission signal of a substitute responder or a signal to which transmission / reception is added automatically activates the loudspeaker reception means to enable speaker reception. The communication system according to claim 1. 8. Each of the communication devices has a loudspeaker communication device that enables speaker communication, and the communication device control device allows the incoming call requester to hold a substitute responder in the signal recognition device, or The communication system according to any one of claims 2 to 7, wherein, when a three-party call request is detected, the loudspeaker communication means is automatically activated to enable speaker communication. 9. Each of the communication devices has a hook operation detecting means for detecting an on-hook or an off-hook of a handset, and the communication device control means automatically detects when the hook operation detecting means detects an off-hook during holding. The communication system according to any one of claims 4 to 8, wherein the hold is configured to be periodically released. 10. The communication device connection device stores a telephone number, an IP address, a name, an identification number assigned to each individual, or a personal identification number of a connected communication device, and The communication system according to any one of claims 1 to 9, further comprising a connected communication device management information storage unit that manages identification of an incoming call requester and a proxy responder. 11. The communication device connection device includes a voice addition unit that adds voice, and the communication device connection device control unit uses the voice addition unit to perform a transmission / reception talk addition process, a hold process, and a three-party call. The communication system according to any one of claims 1 to 10, wherein the communication system is configured to perform processing. 12. The communication device connection device, wherein one or both of a connection between the communication device connection device and the communication device and a connection between the communication device connection device and an outside line are connected to an IP network. The communication system according to any one of claims 1 to 11, further comprising means. 13. The communication device connection device according to claim 1, wherein
A plurality of communication device connection devices are connected via a network, and the communication device connection device control means includes information on a caller, a call requester, a proxy responder, and the signal transmission between different communication device connection devices. The apparatus according to any one of claims 1 to 12, wherein communication between communication devices connected to different communication device connection devices is enabled by transmitting / receiving a signal defined by the means. A communication system as described. 14. The communication device connection device according to claim 1, further comprising voice compression / decompression means for compressing / decompressing and transmitting / receiving a voice signal for communication between communication devices.
The communication system according to any one of claims 13 to 13.