JP2002290565A - Apparatus, method and program for providing information at holding time of telephone - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide information suitable for a user on the call originating side at the holding of telephone. SOLUTION: When a call from a user telephone 10 terminates at a telephone 20 of the person in charge, a user determining section 42 specifies the user by retrieving a user information storage section 41 from that telephone number and determines its user category which is then informed to an information providing section 45. When the person in charge of support of the telephone 20 holds the call by pushing a holding button during call, a hold determining section 44 detects the fact and informs it to the information providing section 45. When holding of call is informed, the information providing section 45 retrieves a contents information storage section 43 based on the user category informed from the user determining section 42, acquires contents information suitable for that user and transmits it to the user telephone 10 while converting into voice.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an apparatus and method for providing information to a telephone at the time of holding a telephone for providing information to a partner telephone when the telephone is on hold during a call, and a program executed by a computer in the apparatus. .

[0002]

2. Description of the Related Art Conventionally, when a call is put on hold during a telephone call, when a user presses a hold button and puts down a handset, music, voice, and the like prepared in advance from the hold side flow unilaterally to the other party. . The music and voice on hold were always the same, and many phones also played similar music and voice.

[0003]

However, even if music or voice prepared in advance is played at the time of holding a telephone call, the other party does not show any interest, and the other party becomes frustrated or bored during the hold. It was something. In addition, when the hold is released, the call can only be released from the hold side, so that even if the hold time is long, the other party cannot unilaterally hang up the telephone.

The present invention has been made in view of the above circumstances, and has as its object to provide an apparatus capable of providing information suitable for a partner when a call is on hold.

[0005]

According to the present invention, there is provided an information providing apparatus for holding a telephone according to the present invention. Provided information storage means for storing provided information corresponding to the user information, user determination means for searching the user information storage means based on the incoming signal to determine a user, and detecting that the called telephone is on hold A hold determination unit, and when the hold is detected, searches the provided information storage unit based on the user determined by the user determination unit, obtains provided information suitable for the user, and transmits the obtained information to the user Information providing means.

A method of providing information when a call is on hold is to determine a user by searching a user information storage means for storing information on a user on the calling side based on an incoming signal, and the called telephone is held. When it is detected that the user has been provided, based on the determined user, the providing information storage unit that stores the providing information corresponding to the user is searched, and the providing information suitable for the user is acquired to provide the user with the information. It is intended to be transmitted.

A program according to the present invention searches for user information storage means for storing information on a calling user based on an incoming signal, and determines a user. Hold determination processing for detecting that the hold has been performed, and when the hold is detected, a search is performed for a provided information storage unit that stores provided information corresponding to the user based on the user determined in the user determination processing, This is a program for causing a computer to execute an information providing process of obtaining provided information suitable for a user and transmitting the obtained information to the user.

Therefore, according to the present invention, the user is specified from the incoming call signal, and the provision information suitable for the user is transmitted to the user when the user is on hold, so that the user receives the provision of information suitable for him / her. And it is less irritated or bored with longer hold times.

[0009]

Embodiments of the present invention will be described below with reference to the drawings. In this embodiment, when a trouble occurs in an information processing device such as a personal computer owned by the user, the user contacts the service center of the maker of the information processing device by telephone, and a support person there inquires. A case will be described as an example in which a call is put on hold so that the user can wait while examining the contents or searching for an answer. This embodiment is characterized in that information suitable for the user is provided at the time of the above-mentioned suspension.

For this reason, in the present embodiment, personal information (address, name, gender, home telephone number, work telephone number, occupation, age, etc.) concerning the user and information processing equipment owned by the user are stored in advance. User information including information and the like is obtained, and registered together with the user telephone number. still,
The information on the information processing device owned by the user includes past support history information of the information processing device. Each of the above information can be acquired by listening to the user when responding to the first inquiry from the user, for example. On the other hand, information suitable for the user is created and stored. Then, when the user makes an inquiry over the telephone again and the corresponding support person puts the call on hold, the stored information is taken out based on the telephone number of the user and sent to the telephone of the user. ing.

FIG. 1 is a block diagram showing a system using an information providing apparatus at the time of holding a telephone according to the first embodiment of the present invention for realizing the above operation. In FIG. 1, a user telephone 10 and a support staff telephone (hereinafter, referred to as a telephone)
20 is connected via a public line network 30 and an information providing device 40.

In the information providing apparatus 40, the user information is stored in a user information storage section 41. The user determination unit 42 uses the caller number (user telephone number) obtained from the caller number notification service to obtain the user information storage unit 41.
By searching for the user, the user who has made the inquiry is identified and classified into a predetermined user category. The content information storage unit 43 stores content information created in advance corresponding to the user category. The hold determination unit 44 determines that the telephone in charge 20 has been put on hold. When it is determined that the information is put on hold, the information providing unit 45 extracts the content information corresponding to the user category from the content information storage unit 43 and transmits the content information to the user telephone 10.

Next, the operation of the above configuration will be described. When there is an incoming call from the user telephone 10 to the staff telephone 20, the user determination unit 42 searches the user information storage unit 41 from the telephone number to specify the user, and determines the user category. To the information providing unit 45. When the support person in charge of the person in charge telephone 20 presses the hold button during a call to put the call on hold, the hold determination unit 44 detects this and notifies the information providing unit 45. When the information provision unit 45 is notified of the suspension, the content information storage unit 43 based on the user category notified from the user determination unit 44.
And obtains content information suitable for the user as provided information, converts the content information into an audio signal, and
Send to

The information to be provided to the user includes, for example, music and advertisement suitable for the age of the user, weather forecast of the area where the user is located, information on a store, news relating to information processing equipment suitable for the user, This includes know-how, information on support websites, introduction of supplementary readers, and user support history.
Further, the information provided may be information provided with reference to the support history. For example, a keyword may be extracted from the contents of past inquiries, and provided information including relevant know-how, common Q & A, and the like may be transmitted. The user hears the information suitable for oneself while the call is on hold, so that the user becomes interested and can reduce boredom and frustration even if the hold time is slightly longer.

FIG. 2 is a block diagram showing a system using an information providing apparatus at the time of telephone hold according to a second embodiment of the present invention, and portions corresponding to FIG. 1 are denoted by the same reference numerals. The present embodiment is characterized in that the user can select information to be provided to the user during suspension. Further, the number of times the provided information is provided to the user is counted for the sponsor (content provider) that provides the provided information, and the content provider is charged according to the number of times. .

For this purpose, in FIG. 2, a guidance transmitting section 46, a provided information determining section 47, a counting section 48, a billing section 49, and a content provider 50 are provided.

Next, the operation will be described. When the hold button of the telephone in charge 20 is pressed and the hold determination unit 44 detects the hold, the information is notified to the guidance transmission unit 46. Information transmission unit 46
When the suspension is notified, a voice guidance prompting the user to select desired provision information is played, and the provision information determination unit 47 is set to a determination waiting state. When the user selects and determines desired information with a push button or the like, the information provision determination unit 47 transmits the determined information to the information provision unit 45 and the counting unit 4.
Notify 8. The information providing unit 45 extracts the determined content information from the content information storage unit 43 and transmits the content information to the user telephone 10.

The counting unit 48 increases the number of times of provision of the determined information by one. The accounting section 49 notifies the content provider 50 of the count number of the counting section 48, and performs accounting processing for the content provider 50 every time the count number increases by one or when the count reaches a certain number. In the charging process, a fee according to the type of information to be provided may be collected, or a fee according to conditions such as the user information such as the age of the user and the residence area may be collected.

In each of the above embodiments,
The following functions can be added. Allow support personnel to hear the user's voice instead of putting it on hold completely. Thus, for example, when the hold time becomes long, the user speaks out, and in response to this, the person in charge releases the hold and can explain the current state.

[0020] Even during the hold, a two-way call between the user and the person in charge can be made while the information is flowing. This allows the support staff to explain the situation one by one or to send a suggestion or the like from the user. Note that the volume may be reduced during a call, or the volume may be reduced according to time. In, to make a call between the user and the person in charge,
The user can select at any time during the hold.

The user can release the hold using the push button, and the support person is notified of the release. This notification is made by voice from the person in charge telephone 20, or by light, vibration or the like.

FIG. 3 is a flowchart showing an example of the operation when the above functions are added to the above-described second embodiment as a third embodiment of the present invention. At S1, there is an incoming call, at S2, the support person answers the telephone, and a call between the user's telephone 10 and the responsible telephone 20 is started.
To identify the user. At S4, the control unit detects that the telephone in charge 20 has been put on hold, and when the call is put on hold, at S5, guide information including information relating to selection of provided information is given. After providing information desired by the user is determined in S6 and the call direction is determined (initially, the user is from a support person), the providing information is transmitted in S7, and the providing count number X of the providing information is transmitted. 1
increase.

If there is a request from the user for a two-way call with the support person during the hold in S8, the state is put on hold and the two-way call is possible in S9. Then, when there is a request for switching the provided information from the user in S10, the switching is performed in S11 and the provided count of the provided information is increased by one. Then, if there is a hold release request from the user in S12, S1
In step 3, the hold is released and the support person is notified of the release. If there is no hold release request from the user in S12, the process returns to S8 and waits for a request to switch the call direction and the provided information again. The billing process is performed each time the count X increases by one or every time the count reaches a certain count.

In each of the above-described embodiments, a case has been described as an example where a support person is inquired about a user's information processing device. However, the present invention is not limited to this, and various telephone consultation service systems can be used. Can be applied. Further, the present invention can be applied to general telephone calls between individuals, and the information providing device 40 may be installed in both the calling side and the called side telephones.

In each embodiment, the information to be provided is automatically selected and provided to the user. However, as another embodiment, the information provided by the support staff at the time of suspension is transmitted to the user. You may make it selectable.

Next, a program according to an embodiment of the present invention will be described. The program for the CPU in the information providing apparatus 40 to execute the processing based on the operation described above in each of the embodiments of FIGS. 1 and 2 constitutes the program according to the present invention.

As the recording medium, a magneto-optical disk,
An optical disk, a semiconductor memory, a magnetic recording medium, or the like can be used, and these may be configured and used in a ROM, a RAM, a CD-ROM, a floppy (registered trademark) disk, a memory card, or the like.

The recording medium is a fixed medium such as a volatile memory such as a RAM in a computer system serving as a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. The one that holds the time program is also included.

The above program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium.
The transmission medium refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line.

[0030] The program may be for realizing a part of the functions described above. Furthermore, what can realize the above-described function in combination with a program already recorded in the computer system, that is, a so-called difference file (difference program) may be used.

Therefore, this recording medium is used in a system or apparatus different from the system or apparatus shown in FIGS. 1 and 2, and the computer of the system or apparatus executes the program stored in this recording medium.
Functions and effects equivalent to the functions and effects described in each embodiment can be obtained, and the object of the present invention can be achieved.

[0032]

According to the invention of claims 1, 13 and 14,
Identifying the calling user and transmitting the appropriate information to the user when the call is on hold, so that the user can be interested and the hold time can be used effectively. it can. Further, even when the hold time becomes long, it is possible to reduce the discomfort of the user. According to the second and fourteenth aspects of the present invention, the user can select the provided information, so that the user can be further interested.

According to the third and sixteenth aspects of the present invention, since the provider of the provided information is charged, a new information providing business can be developed. According to the fourth and 17th aspects of the present invention, when performing the billing process, billing is performed according to the number of times of use of the provided information and / or use conditions, so that an appropriate fee is imposed on the provider. Can be.

According to the invention of claims 5 and 18, the voice from the user can be uttered from the called telephone at the time of holding, or the call can be made between both the user and the called side. At times, it is possible to respond to current inquiries from users, etc., and it is possible to minimize user irritation. According to the sixth and eighteenth aspects of the present invention, by transmitting the voice from the called telephone to the telephone of the user at the time of the hold, the user can be notified of the current situation at the time of the hold. .

According to the seventh, eighth, twentieth and twenty-first aspects of the present invention, the user can release the hold, so that the hold becomes longer or the user has an inconvenience such as an urgent business. In such a case, the user can release the hold and notify the called telephone of the release.

According to the ninth and twenty-second aspects of the present invention, the user information is personal information such as the telephone number, address, name, gender, age, etc. of the user, so that the user information can be easily obtained. . According to the tenth and twenty-third aspects of the present invention, the provided information suitable for the user is information relating to the information processing device owned by the user, so that the user can be further interested.

According to the eleventh and twenty-fourth aspects of the present invention, it is possible to easily specify the user based on the calling party number by the calling party telephone number notification service included in the incoming call signal.
According to the twelfth and twenty-fifth aspects of the present invention, the holder of the called telephone can select the provided information suitable for the user, so that the holder selects the provided information considered to be particularly suitable for the user. And provide it to the user.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a system using an information provision device at the time of holding a telephone call according to a first embodiment of the present invention.

FIG. 2 is a block diagram showing a system using an information providing device at the time of holding a telephone call according to a second embodiment of the present invention.

FIG. 3 is a flowchart showing an operation of the information providing apparatus at the time of holding a telephone call according to a third embodiment of the present invention.

[Description of Signs] 10 User's telephone 20 Person's telephone 30 Public line network 40 Information providing device 41 User information storage unit 42 User determination unit 43 Content information storage unit 44 Reservation determination unit 45 Information supply unit 46 Guidance transmission unit 47 Provided information determination unit 48 Counting unit 49 Billing processing unit 50 Content provider

Claims (25)

[Claims] 1. A user information storage means for storing information relating to a user on a calling side, a provision information storage means for storing provision information corresponding to a user, and a user information storage means based on an incoming signal. User determination means for searching and identifying a user; hold determination means for detecting that the called telephone is on hold; and based on the user determined by the user determination means when the hold is detected. An information providing means for searching the provided information storage means, obtaining provided information suitable for the user, and transmitting the obtained information to the user; 2. An information providing means for receiving and indicating information indicating provided information selected by a user is provided, and the information providing means transmits the selected provided information according to the determination. 2. The information providing device at the time of holding a telephone according to claim 1. 3. The information providing apparatus at the time of holding a telephone call according to claim 1, further comprising charging processing means for charging a provider of the provided information. 4. The information providing apparatus according to claim 3, wherein said billing processing means bills according to the number of uses and / or use conditions of the provided information. 5. The information at the time of holding a telephone according to claim 1, further comprising means for enabling a voice of a user to be uttered from the called telephone at the time of the holding. Providing device. 6. The telephone according to claim 1, further comprising means for transmitting a voice from the called telephone to the telephone of the user at the time of holding to enable the user to speak. Information provision device at the time of suspension. 7. The information at the time of telephone hold according to claim 1, further comprising a hold release unit for releasing the hold in response to a hold release request from the user. Providing device. 8. A notifying means for notifying the called telephone of the release of the hold.
Information providing device at the time of telephone hold described. 9. The user information includes a user's telephone number and
9. The information providing apparatus according to any one of claims 1 to 8, wherein the information is personal information such as an address, a name, a gender, and an age. 10. The information at the time of holding a telephone call according to claim 1, wherein the provided information suitable for the user is information regarding an information processing device owned by the user. Providing device. 11. The telephone holding apparatus according to claim 1, wherein said user determining means determines a user based on a caller telephone number included in an incoming call signal. Information providing device at the time. 12. The system according to claim 1, further comprising a selection means for allowing a person on hold of the called telephone to select provided information suitable for the user. Information providing device. 13. When a user is determined by searching user information storage means for storing information on a user on the calling side based on an incoming signal, and when it is detected that the called telephone has been put on hold. , Based on the determined user,
A method for providing information at the time of telephone hold, characterized by searching a provided information storage means for storing provided information according to a user, acquiring provided information suitable for the user, and transmitting the obtained information to the user. 14. A user determination process for searching a user information storage means for storing information on a user on the calling side based on an incoming signal to determine a user, and holding the called telephone. On the basis of the user determined in the user determination process when the hold is detected, search the provided information storage means for storing the provided information corresponding to the user, A program for causing a computer to execute an information providing process of acquiring suitable provided information and transmitting the information to a user. 15. A provided information determining process for receiving and indicating information indicating provided information selected by a user, and the information providing process transmits the selected provided information according to the determination. The program according to claim 14, wherein: 16. The program according to claim 14, further comprising a charging process for charging a provider of the provided information. 17. The program according to claim 16, wherein in the charging process, charging is performed in accordance with the number of times and / or usage conditions of the provided information. 18. The program according to claim 14, further comprising processing for enabling a voice of a user to be uttered from the called telephone at the time of the hold. 19. The program according to claim 14, further comprising a process of transmitting a voice from the called telephone to the telephone of the user at the time of holding. 20. The program according to claim 14, further comprising a hold release process for releasing the hold in response to a hold release request from the user. 21. The program according to claim 20, further comprising a notifying process for notifying the called telephone of the release of the hold. 22. The program according to claim 14, wherein the user information is personal information such as a telephone number, an address, a name, a gender, and an age of the user. 23. The program according to claim 14, wherein the provided information suitable for the user is information on an information processing device owned by the user. 24. The program according to claim 14, wherein the user determination process determines a user based on a calling telephone number included in an incoming signal. 25. A method according to claim 14, further comprising the step of selecting information to be provided based on an instruction to select information to be provided to the user at the called telephone.
The program according to claim 1.