JP2004072697A - Dealing route information application apparatus and dealing route information application system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a dealing route information application apparatus and a dealing route information application system in which information inputted by a caller in accordance with business for determining a connection destination of a call is presented to a called party. <P>SOLUTION: A PBX 2 notifies a dealing route information application apparatus 3 of routing information indicating information inputted from a telephone terminal 1 for determining a call incoming destination and connection information indicating information associated with a connection of the call. A route information management part 31 of the dealing route information application apparatus 3 converts the routing information into business information indicating business of the caller and notifies a presentation part 32 of the business information together with the connection information. The presentation part 32 notifies a person-in-charge in the call incoming destination of the business information and the connection information received from the route information management part 31, and terminal equipment 4b of the person-in-charge displays the received business information and connection information. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an answering route information providing device and a answering route information providing system for presenting to a called party a content selected by a caller to determine a destination.
[0002]
[Prior art]
Conventionally, an extension telephone exchange such as a PBX (Private Branch Exchange) or a business phone sends response guidance to a caller who has requested an incoming call with a message indicating a task or a branch corresponding to a person in charge, and selects a branch. An auto attendant service function for prompting the input of a dial pulse, a PB sound, a voice, or the like to be shown and for receiving a call to an appropriate person or a recording device in accordance with the selection of the received caller is implemented.
[0003]
[Problems to be solved by the invention]
However, conventionally, when a person in charge receives an incoming call via the auto attendant service function and a direct incoming call such as dial-in without going through the auto attendant service function, whether the incoming call is via the auto attendant service function or not. It was not possible to determine if it was an incoming call. Also, if the called party is specified as the destination of multiple branches in the auto attendant service function, it is determined which branch is selected for each call, that is, what kind of call is received. Could not be recognized.
The present invention has been made in view of such circumstances, and its purpose is to present to a callee information that the caller has input or information indicated by the input information in accordance with the request, to the callee, An object of the present invention is to provide a response route information providing device and a response route information providing system for adding to a recorded message information.
[0004]
[Means for Solving the Problems]
SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problem, and the invention according to claim 1 is an extension switching device having an auto attendant function for determining a telephone terminal to be connected based on information input by a caller. Receiving and outputting path selection information indicating a connection path from the extension switching apparatus to the telephone terminal of the connection destination and connection information indicating information relating to the connection of the call. A response route information providing device, comprising: a route information management unit; and a presentation unit that notifies a called party of the route selection information and the connection information output from the route information management unit.
[0005]
The invention according to claim 2 is the response route information providing device according to claim 1, wherein the route information management unit converts the route selection information into message information indicating the message of the sender. And the connection information, and the presentation unit notifies the called party of the task information output from the route information management unit in place of the route selection information.
[0006]
The invention according to claim 3 provides a telephone terminal, an extension exchange device accommodating the telephone terminal, and having an auto attendant function for determining the telephone terminal to be connected based on information input by a caller; A response route information providing system that notifies a connection destination of route selection information indicating a connection route to a terminal, wherein the extension switching device receives an incoming call request from a caller, Notification means for notifying the response path information providing device of path selection information and connection information indicating information related to the connection of the call; call connection means for receiving a call to the telephone terminal determined as a connection destination; A recording device for recording a message from the caller when a call connection to the telephone terminal cannot be established, wherein the response route information providing device transmits the route selection information from the extension switching device. And a path information management unit that receives and outputs the connection information, and a presentation unit that notifies a called party of the path selection information and the connection information output from the path information management unit. This is a response route information providing system.
[0007]
According to a fourth aspect of the present invention, in the response route information adding system according to the third aspect, when the extension switching device determines connection to the recording device, the extension switching device records a message from the caller. Recording means for notifying the answering route information providing device of the recorded message information for identifying the message, and receiving the recorded message information to which the route selection information has been added from the answering route information providing device and storing it therein. Recording message information storage means, and an output means for receiving a playback request of a recorded message from the telephone terminal, reproducing the recorded message, and outputting the route selection information to the telephone terminal, wherein the route information management unit is Receiving and outputting the recorded message information from the extension switching device, and the message management unit outputs the message information output from the route information management unit. The road selection information is added to the recorded message information and notifies to the extension changer.
[0008]
According to a fifth aspect of the present invention, there is provided the response route information providing system according to the fourth aspect, wherein the output means displays the route selection information on the computer terminal instead of the telephone terminal.
[0009]
According to a sixth aspect of the present invention, in the response route information providing system according to the fourth or fifth aspect, the extension switching device includes connection information to which route selection information has been added from the response route information providing device. And a history information writing means for receiving the information and writing the history information in the history information stored therein.
[0010]
The invention according to claim 7 is the response route information providing system according to claim 3, wherein the route information management unit converts the route selection information into message information indicating a message of the sender. And the connection information, and the presentation unit notifies the called party of the task information output from the route information management unit in place of the route selection information.
[0011]
The invention according to claim 8 is the answering route information adding system according to claim 7, wherein the extension switching device records a message from the caller when the connection to the recording device is determined. Recording means for notifying the response route information providing device of the recorded message information for identifying the message, and receiving the recorded message information to which the message information is added from the response route information providing device and storing it therein. Recording message information storage means, and an output means for receiving a playback request for a recorded message from the telephone terminal, playing back the recorded message, and outputting the message information to the telephone terminal, wherein the route information management unit comprises: Receiving and outputting the recorded message information from the extension switching device, and the message management unit outputs the message information output from the route information management unit. In addition to the recorded message information and notifies to the extension changer.
[0012]
According to a ninth aspect of the present invention, there is provided the response route information providing system according to the eighth aspect, wherein the output means displays the task information on a computer terminal instead of a telephone terminal.
[0013]
According to a tenth aspect of the present invention, there is provided the response route information providing system according to the eighth or ninth aspect, wherein the extension switching device includes connection information to which business information is added from the response route information providing device. And a history information writing means for receiving the information and writing the history information in the history information stored therein.
[0014]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a response route information providing system according to an embodiment of the present invention.
The telephone terminal 1 is a telephone held by a caller, and implements a function of making a telephone call via a public network.
[0015]
The company has a private branch exchange (PBX) 2, a response route information providing device 3, a telephone terminal 4a, and a terminal device 4b.
The PBX 2 is a private branch exchange, and controls outgoing / incoming calls of the telephone terminal 4a accommodated therein. Then, an incoming call request is received from the telephone terminal 1 via the public network, response guidance is sent out, and the appropriate telephone terminal 4a or the telephone terminal 4a is used based on the selection information input from the telephone terminal 1 according to the response guidance. It has an auto attendant service function to make a recording device provided in the terminal itself receive a call when the call is in the middle or outside the time during which the call can be received. In addition, it has a communication interface such as an analog interface and a bus connection for communicating with the response route information providing device 3, connection information which is information on connection of a call to the response route information providing device 3, and a call destination is determined by an auto attendant function. In order to do so, route selection information indicating information input by the caller and recorded message information for identifying a message recorded by the caller on the recording device are notified. In addition, it receives connection information to which message information indicating the caller's message has been added from the response route information providing device 3 and writes the connection information into the history information stored therein, or records the message with the message information added thereto. It has a function of receiving message information and writing message information to the management information of the recorded message stored therein.
[0016]
The response path information providing device 3 is connected to the PBX 2 via a communication interface such as an analog interface or a bus connection, and to the terminal device 4b of the person in charge via an interface such as TCP / IP (Transmission Control Protocol / Internet Protocol). 31, a presentation unit 32, a history management unit 33, and a message management unit 34. Each of these blocks is specifically configured by a peripheral LSI including a CPU and a memory, and the CPU implements the functions of the blocks by reading out and sequentially executing programs recorded in the memory.
The route information management unit 31 converts the route selection information received from the PBX 2 into the message information, sends the converted message information and connection information to the presentation unit 32 and the history management unit 33, and sends the message information and the recorded message information to the presentation unit 32 and the history management unit 33. It has a function of notifying the message management unit 34.
The presentation unit 32 has a function of notifying the terminal device 4b of the person in charge of the task information and the connection information received from the route information management unit 31.
The history management unit 33 has a function of adding the message information received from the route information management unit 31 to the connection information and notifying the connection information to the PBX 2.
The message management unit 34 has a function of adding the message information received from the route information management unit 31 to the recorded message information and notifying the PBX 2 of the message information.
[0017]
The person in charge has a telephone terminal 4a and a terminal device 4b.
The telephone terminal 4a has a function of making and receiving telephone calls under the control of the PBX 2. Further, it has a function of displaying information transmitted from the PBX 2 on a display.
The terminal device 4b is, for example, a personal computer, is connected to the response route information providing device 3 through an interface such as TCP / IP, and has a function of displaying information notified from the response route information providing device 3 on a screen.
[0018]
Next, the operation of the private branch exchange system according to the embodiment will be described.
The PBX 2 receives an incoming call request from the telephone terminal 1 via the public network. When the received destination number is a number indicating connection to the auto attendant service, the PBX 2 provides response guidance of branching for each task or person in charge and content for instructing an operation for selecting a branch. Shed. The caller selects a branch by transmitting information indicating a selection result such as a dial pulse, a push button sound, and a voice from the telephone terminal 1 from the caller according to the response guidance. When the PBX 2 receives the information indicating the selection result of the received branch, the PBX 2 determines whether or not the information for determining the connection with the person in charge of the destination or the recording device is sufficient. The response guidance for selecting the branch is transmitted. Then, information indicating the branch selection result is received from the telephone terminal 1 of the caller, and the guidance transmission and the branch selection are performed until sufficient information is obtained to determine the connection to the person in charge of the connection destination or the recording device. The reception of the information indicating the result is repeated. The following describes the operation when (1) the person in charge of the destination is determined, and (2) the connection to the recording device is determined.
[0019]
(1) When the person in charge of the destination is determined When the person in charge of the destination is determined, the PBX 2 calls the telephone terminal 4a of the person in charge, and sends the connection information and the route selection to the response route information providing device 3. Notify information.
The connection information includes caller number information, destination information, date and time, communication status, and connection ID. The communication state is the state of the telephone terminal 4a of the person in charge at the time of determining the person to be connected, and the connection ID is information for uniquely identifying a call. The connection information is, for example, "Sender's telephone number = 0123456789, destination information = extension 12, date and time = 7:22:35 on April 26, 2002, communication status = receiving, connection ID = 012". Is set.
The route selection information includes a branch condition and selection information. The branch condition is information on what branch the caller has made in the auto attendant service, and the selection information indicates an option actually selected by the caller with respect to the branch condition. For example, it is set as “(branch condition) branch A = (selection information) selection 2, (branch condition) branch B = (selection information) selection 4”.
[0020]
Upon receiving the connection information and the path selection information, the path information management unit 31 of the response path information providing apparatus 3 converts the connection information and the path selection information into the message information based on the conversion rules stored therein in advance based on the path selection information. The term information represents the branch condition and the selection information in the auto attendant function in a format that is easy for a human to understand. For example, for route selection information of “(branch condition) branch A = (selection information) selection 2, (branch condition) branch B = (selection information) selection 4,” the message information is “inquiry about personal computer”. Become. The path information management unit 31 notifies the presentation unit 32 and the history management unit 33 of the connection information and the task information. Note that the conversion rule is, for example, data for obtaining pattern information by forming a pattern of selection information in a branch condition on a tree, an algorithm, or the like.
[0021]
When receiving the connection information and the message information from the route information management unit 31, the presentation unit 32 transfers the connection information and the message information to the terminal device 4b of the person in charge indicated by the destination information in the connection information. The terminal device 4b of the person in charge displays the received connection information and message information.
Note that the presentation unit 32 may transfer the connection information and the task information to the PBX 2, and the PBX 2 may transmit the task information to the telephone terminal 4a of the person in charge identified by the connection information. At this time, the telephone terminal 4a of the person in charge displays the contents of the received task information on the display.
When the PBX 2 has an interface with the terminal device 4b, the presentation unit 32 transfers the connection information and the message information to the PBX 2, and the PBX 2 sends the message information to the terminal device 4b of the person in charge identified by the connection information. May be transmitted. The terminal device 4b of the person in charge displays the contents of the received task information on the display.
[0022]
On the other hand, when the history management unit 33 receives the connection information and the message information from the route information management unit 31, the history management unit 33 adds the message information to the connection information and transmits the connection information to the PBX 2. The PBX 2 writes the message information to the call history information stored therein based on the connection information to which the message information received from the response path information providing device 3 is added.
[0023]
(2) When connection to the recording device is determined When the connection to the recording device is determined, the PBX 2 connects the call to the recording device, records a message from the called party, and connects to the response route information adding device 3. Information, route selection information and recorded message information.
The contents of the connection information and the route selection information are the same as in (1).
The recorded message information includes information such as a message ID and a corresponding connection ID. The message ID is information for uniquely identifying a recorded message. The corresponding connection ID is information for linking with the connection ID in the connection information, and may be the connection ID itself. For example, “message ID = 34, corresponding connection ID = 012” is set in the recorded message information.
[0024]
Upon receiving the connection information, the route selection information, and the recorded message information, the route information management unit 31 of the response route information providing device 3 converts the route selection information into the message information as in (1). The path information management unit 31 notifies the history management unit 33 of the connection information and the message information, and notifies the message management unit 34 of the recorded message information and the message information.
[0025]
Upon receiving the connection information and the message information from the route information management unit 31, the history management unit 33 adds the message information to the connection information and transmits the connection information to the PBX 2. The PBX 2 writes the message information to the call history information stored therein based on the received connection information to which the message information is added.
[0026]
When receiving the recorded message information and the message information from the route information management unit 31, the message management unit 34 adds the message information to the recorded message information and transmits the message to the PBX 2. The PBX 2 writes the message information based on the received message information to which the received message information is added, into the recorded message management information including the recorded message information and the message information stored therein.
When the PBX 2 receives a request to reproduce the recorded message from the telephone terminal 4a of the person in charge, the PBX 2 transmits the message information corresponding to the recorded message stored therein and reproduces the recorded message. The telephone terminal 4a displays the received task information on a display and sends out a recorded message. When the PBX 2 has an interface with the terminal device 4b, the message information may be transmitted to the terminal device 4b.
When the PBX 2 has an interface with the terminal device 4b, the management information of the recorded message may be transmitted to the terminal device 4b. The terminal device 4b displays the recorded message information and the message information according to the received recorded message management information. When the person in charge designates the recorded message to be reproduced from the recorded message management information displayed on the terminal device 4b, the terminal device 4b transmits the message ID of the selected recorded message to the PBX 2. When the PBX 2 reproduces the message corresponding to the received message ID, the terminal device 4b sends it out through its own speaker or the like.
[0027]
In the procedure described above, the route information management unit 31 may use the route selection information itself notified from the PBX 2 instead of the message information without converting the route selection information into the message information.
[0028]
The PBX 2 and the response route information providing device 3 have a computer system inside. The process of the above-described operation is stored in a computer-readable recording medium in the form of a program, and the above-described processing is performed by reading and executing the program by the computer system. Here, the computer system includes an OS and hardware such as peripheral devices.
[0029]
The “computer-readable recording medium” refers to not only ROM but also portable media such as magnetic disks, magneto-optical disks, CD-ROMs, and DVD-ROMs, and storage devices such as hard disks built into computer systems. That means. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) inside a computer system which is a system or a client when a program is transmitted through a network such as the Internet or a communication line such as a telephone line. In addition, programs that hold programs for a certain period of time are also included.
[0030]
Further, 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. Here, the “transmission medium” for transmitting a program 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.
Further, the program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.
[0031]
【The invention's effect】
According to the present invention, when an incoming call is received via the auto attendant function in the extension telephone exchange, the information is converted from information selected by the caller or information selected by the caller to determine a destination. It is possible to notify the person in charge of the route selection information of the auto attendant, which is information indicating the task. Therefore, the person in charge can recognize what the call is before answering the call. In addition, by adding the route information of the auto attendant to the recorded information such as the incoming call history and voice mail stored in the private branch exchange, it is possible to easily recognize what the corresponding call was. It becomes.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of a response route information providing system according to an embodiment of the present invention.
[Explanation of symbols]
1, 4a ... telephone terminal 2 ... PBX
3. Response route information providing device 31 Route information management unit 32 Presentation unit 33 History management unit 34 Message management unit 4b Terminal device

Claims (10)

A response route information providing device connected to an extension switching device having an auto attendant function for determining a telephone terminal to be connected based on information input by a caller,
A route information management unit that receives route output information indicating a connection route to the telephone terminal of the connection destination from the extension switching device and connection information indicating information related to the connection of the call, and outputs the received information;
A presentation unit that notifies the callee of the route selection information and the connection information output from the route information management unit,
A response route information providing device, comprising: The path information management unit converts the path selection information into message information indicating the message of the caller, and outputs the message together with the connection information,
The presentation unit notifies the called party of the task information output from the route information management unit in place of the route selection information,
The response route information providing apparatus according to claim 1, comprising: A telephone terminal, an extension exchange device accommodating the telephone terminal, and having an auto attendant function for determining the telephone terminal to be connected to based on information input by a caller, and a route selection indicating a connection route to the telephone terminal A response route information providing system for notifying information to a connection destination, comprising:
The extension switching device,
Notifying means for receiving an incoming call request from a caller and notifying the response path information providing device of the path selection information and connection information indicating information relating to the connection of the call,
Call connection means for receiving a call to the telephone terminal determined as a connection destination,
A recording device for recording a message from the caller when a call connection to the destination telephone terminal could not be established,
The response route information providing device,
A path information management unit that receives the path selection information and the connection information from the extension switching device, and outputs the path selection information and the connection information;
A presentation unit for notifying the called party of the route selection information and the connection information output from the route information management unit,
A service route information providing system characterized by the following. The extension switching device,
Recording means for recording a message from the caller when determining connection to the recording device, and for notifying the response route information providing device of recorded message information for identifying the message,
Recorded message information storage means for receiving the recorded message information to which the route selection information is added from the response route information providing device and storing it internally,
An output unit that receives a playback request for a recorded message from the telephone terminal, reproduces the recorded message, and outputs the route selection information to the telephone terminal.
The route information management unit receives and outputs recorded message information from the extension switching device,
The response route information providing system according to claim 3, wherein the message management unit adds the route selection information output from the route information management unit to the recorded message information and notifies the extension switching device of the route selection information. 5. The system according to claim 4, wherein the output unit displays the route selection information on a computer terminal instead of the telephone terminal. The extension switching apparatus further includes history information writing means for receiving connection information to which path selection information has been added from the response path information providing apparatus and writing the connection information to history information stored therein. The response path information providing system according to claim 4 or 5. The path information management unit converts the path selection information into message information indicating the message of the caller, and outputs the message together with the connection information,
The presentation unit notifies the called party of the task information output from the route information management unit in place of the route selection information,
The response route information providing system according to claim 3, wherein: The extension switching device,
Recording means for recording a message from the caller when determining connection to the recording device, and for notifying the response route information providing device of recorded message information for identifying the message,
Recorded message information storage means for receiving the recorded message information to which the message information is added from the response route information providing device and storing the received message information therein,
Output means for receiving a playback request for a recorded message from the telephone terminal, playing back the recorded message, and outputting the message information to the telephone terminal,
The route information management unit receives and outputs recorded message information from the extension switching device,
The response route information providing system according to claim 7, wherein the message management unit adds the task information output from the route information management unit to the recorded message information and notifies the extension switching device of the message information. 9. The response route information providing system according to claim 8, wherein the output unit displays the task information on a computer terminal instead of the telephone terminal. The extension switching device further includes history information writing means for receiving connection information to which the task information is added from the response route information providing device and writing the connection information to history information stored therein. The response route information providing system according to claim 8 or 9.

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