JP2002354123A - System and method for coping with nuisance phone call utilizing caller number notice - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system and method for coping with nuisance solicitous calls, which can avoid embarrassing the employees in their duty and prevents impaired relations wit the solicitor even when he is a potential customer. SOLUTION: A private branch exchange system (PBX 20 of a company A) automatically recognizes a caller number of a nuisance phone solicitor 10 making a call to the employees of the company A (users 30, 31, 32 of the company A). On arrival of second and succeeding phone calls, the system automatically transfers the phone call to an outside reception proxy company (PBX 40 of a company B) and the reception proxy company (staff 50 of a company B) informs the users 30, 31, 32 of the company A about the message by means of electronic mail or information on the Web.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to an external agent (secondary) that specializes in unsolicited telephone calls different from the original called party (first called party) in response to an unsolicited telephone invitation. Called party)
The present invention relates to a method and system for dealing with nuisance calls using caller ID notification that automatically transfers the call to a user and informs the user of the business from the agent.

[0002]

2. Description of the Related Art Conventionally, telephone calls from callers are often made simultaneously and frequently within a limited period of time, pretending to be a friend or business relationship. Hindered the work of its employees. Also, in some cases, even though the customer (or potential customer) was accidentally in some way, an employee rejected an unsolicited call-in-call with rough language.

[0003]

However, such a nuisance call is hindered by many employees during the operation by the same caller. Also, if the recruiter is a customer of the company, there is a high possibility that a business risk that a relationship with the company deteriorates will occur.

The present invention has been made in view of the above-mentioned business, and automatically recognizes the calling party number of a soliciting company by a private branch exchange system (PBX) so that a nuisance call from the next time onward can be externally recognized. An object of the present invention is to provide a method and a system for dealing with nuisance calls using a caller ID notification that automatically transfers a call to an agent and notifies the user of the business from the agent.

[0005]

In order to achieve the above object, according to the first aspect of the present invention, an incoming call from a caller is transmitted to a telephone of a first callee via a private branch exchange system. A nuisance call handling system using caller ID notification that automatically transfers a call from a terminal to a second called telephone terminal, wherein the first called telephone terminal receives an incoming call from the calling party Means for storing the number of the calling party by notification from the first called party when there is, based on the storage of the number of the calling party,
Means for automatically transferring the second and subsequent incoming calls from the caller to the first called party telephone terminal to a second called party telephone terminal, The called party inputs the contents of the incoming call received by the second called party to the server, and transmits the contents to the first called party via the network.

Therefore, according to the first aspect of the present invention,
The telephone solicitor makes a telephone call to the telephone terminal of the company A user via a telephone exchange or by DID from a telephone. The system administrator of company A, which receives the notification from the user, confirms the caller number of the telephone and, by setting the PBX data, the next incoming call from the same caller to any user in company A Is automatically transferred to the PBX of the affiliated external agent B (the second called party).
Next, the agent company B substitutes and listens to the incoming call transferred to the PBX telephone terminal according to a predetermined manual, and inputs the destination and the contents of the incoming call to the server for reception. From the company B server to the company A user's PC terminal,
The content of the reception is periodically notified by e-mail, or the list is displayed on a Web dedicated to Company A, and the user of Company A can browse the business for himself using a password.

According to a second aspect of the present invention, an incoming call from a caller is transferred from a telephone terminal of a first callee to a telephone terminal of a second callee via a private branch exchange system. A method for dealing with nuisance calls using caller ID notification for automatic transfer, wherein when a call is received from a caller at a telephone terminal on a first callee side, the call from the first caller is received. A first step of storing the calling party's number in the private telephone switching system of the first called party by notification; and storing the first called party based on the storage of the calling party's number. The second and subsequent incoming calls from the caller to the local telephone terminal are sent from the first local telephone exchange system to the second local telephone exchange system via the network. A second step of automatically forwarding the caller, and a second callee receiving the caller's call and receiving the first call from the caller. A third step of inputting a message to the called party to the server, and a fourth step of notifying the message to the first called party from the server via the network. It is characterized by the following.

Therefore, according to the second aspect of the present invention,
If a caller (telephone solicitor) receives an unsolicited telephone solicitation to an in-house employee (first callee), the caller's number is changed to its own private telephone exchange system (first callee). By storing the information in the local telephone exchange system of the caller side, it is possible to provide an external agent (second callee) who specializes in the second and subsequent nuisance calls from the caller (telemarketing agent). Automatic transfer,
Since the agent (second caller) informs the caller (telemarketing agent) of the call, the employee in the company (first caller) responds to the nuisance call You will not be hindered, and even if the telemarketer is your own customer (or potential customer), an external agent (second caller) who specializes in nuisance calls will be available Doing so enables efficient and courteous response and avoids deteriorating the relationship with the telemarketer.

[0009]

Embodiments of the present invention will be described below with reference to the drawings.

Referring to FIG. 1, an embodiment of a nuisance call handling method using caller ID notification according to the present invention is as follows: 1) telephone 10 of an unspecified telephone solicitation agent (caller), 2) A PBX20 (Private branch exchange system on the first called party side)
And its telephone terminal group 30 and PC terminal group 7 of company A user
0, and 3) a PBX 40 (a second local telephone exchange system on the callee side) of the agent B, a telephone terminal group 50 and a B company server 60.

The PBX 20 of Company A and the PBX 40 of Company B are connected by a network. In addition, PBX40 of Company B
And the server 60 are linked as a call center system. The telephone 10 is a telephone of an unspecified telephone solicitation agent, and the caller ID is recognized by the PBX 20 of Company A based on the caller ID notification. The telephone terminals 30, 31, and 32 are P
BX20 telephone terminal group. When the user receives a nuisance call, the system administrator notifies the system administrator and sets the data.
It has a network function to automatically transfer from 20 to the PBX 40 of Company B.

The telephone terminal 50 is a telephone terminal of the PBX 40 of the company B, and receives a call transferred from the PBX 20 of the company A, and a staff of a reception agent responds. Server 60
Referring to FIG. 2, the PBX 40 is linked with the PBX 40 as a call center system.
Department / extension number is registered in advance. In addition, the server 60 also records telephone solicitation agent information having a history of incoming calls in the past, and the server 60 displays such information on a PC terminal during a telephone reception of the staff of company B.

The server 60 has a function of inputting the address of the company A user of the telephone received by the staff of the company B, the contents of the business, the contact information, etc., and periodically transmitting e-mail to the PC terminal of the company A user. Alternatively, the user of the company A has a function of browsing a message addressed to the user on the Web.

Next, the operation of this embodiment will be described in detail with reference to FIGS. 1 and 2. In the following description, it is assumed that the network 80 is the Internet. Referring to FIG. 1, first, when a company A user (first called party) receives a telephone call from a telephone solicitation company (caller) at the telephone terminals 30, 31, 32, a system administrator of company A Notify and P
The BX 20 recognizes the caller telephone number of the telephone (first step).

Next, the system administrator of the company A sets data so that the incoming call of the same caller number is automatically transferred to the PBX 40 of the agent B (the second called party) from the next time. At the same time (second step), the company B is notified.
The agent of the agent B company receives the transfer call at the telephone terminal 50, listens on behalf of the business in accordance with a certain manual,
A server 60 for receiving the address of the user of Company A and the contents of the business
(Third step). At this time, the staff of Company B
Company A user information displayed on the terminal of the server 60;
The past call history of the caller 10 can be confirmed.

The server 60 converts the received telephone requirement into
The user A's user address is periodically notified to the user's PC terminal by e-mail (fourth step). Or A
It is listed on a company-specific Web page (in this case, an employee of company A can use a password to browse the business for himself). The company A user contacts the recruiter only when it considers it necessary.

The company B as a service agent periodically reports statistical information (number of incoming calls, time, etc.) of the incoming telephone call, which is processed by the server 60, to the system administrator of company A. Finally, the system administrator of company A cancels the automatic forwarding of the caller number for which it is considered that the forwarding of the call is no longer necessary after a certain period of time, and at the same time, informs the agency to that effect.

Further, in a large-scale company, it is possible to replace and operate the company B serving as a service agent as a specific department within the company.

[0019]

According to the present invention, it is possible to prevent a large number of users of Company A (employees) from being hindered from responding to annoying calls that occur frequently at the same time. And the effort to respond to the telemarketing call can be reduced. In addition, efficient and courteous answering becomes possible by intensively handling external phone calls based on manuals. As a result, even if the telephone solicitation company is a customer (or a potential customer) of company A, it is possible to avoid deterioration of the relationship. Furthermore, the agent B company can obtain stable profits by cooperating with other companies besides the company A on the agent service for nuisance calls.

[Brief description of the drawings]

FIG. 1 is an explanatory diagram showing an overall configuration for realizing a nuisance call handling method using a caller ID notification according to the present invention.

FIG. 2 is an explanatory diagram showing a configuration of a company B, which is an agent acting as an agent, connected to the company A via a network.

[Explanation of symbols]

 10 Recruiter (caller) 20 Company A PBX 30 Company A user 31 Company A user 32 Company A user 40 Agent agent B Company PBX 50 Company B staff 60 Company B server 80 Network

Claims (2)

[Claims] 1. A caller ID notification for automatically transferring an incoming call from a caller from a telephone terminal of a first callee to a telephone terminal of a second callee via a private branch exchange system. A nuisance call handling system used, wherein when a call is received from a caller at a telephone terminal of a first caller, the number of the caller is notified by a notification from the first caller. Means for storing, based on the storage of the number of the caller side, the second and subsequent incoming calls from the caller to the telephone terminal of the first caller side to the second caller side Means for automatic transfer to the telephone terminal of the second party, the second called party inputs the received content received by the second called party to the server, and the first called via the network An unwanted call handling system that uses caller ID notification, which is transmitted to the caller. 2. A caller ID notification for automatically transferring an incoming call from a caller from a telephone terminal of a first callee to a telephone terminal of a second callee via a private branch exchange system. A method of coping with a nuisance call used, wherein when a call is received from a caller at a telephone terminal of a first callee, the number of the caller is notified by a notification from the first caller. Storing the first called party's private branch exchange system in a private telephone switching system; and storing the calling party's telephone number based on the storage of the calling party's number. A second step of automatically transferring an incoming call from a second or later call from the private telephone exchange system on the first caller side to the private telephone exchange system on the second caller side via a network. A second callee receives the caller's call and sends a request from the caller to the first callee to the server A third step of inputting, and a fourth step of notifying the first caller of the request from the server via a network. How to deal with unwanted calls using