JP2004146888A - Free dial (r) speech system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system capable of attaining a free dial (R) speech at a charge equivalent to about a local speech charge. <P>SOLUTION: The system 10 is configured by interconnecting access points 40a to 40z provided to each region, a CTI server 30 and call centers 50a or the like in the center with a leased line. Each access point is provided with an incoming call phone corresponding to each call center so that each incoming call phone receives a free dial (R) speech addressed from a fixed phone in a region to an optional call center, the CTI server 30 decides a connection path from the access point receiving the call to the target call center so as to interconnect the incoming call phone in the access point and the target call center by the leased line. Thus, the system attains the free dial (R) speech service at a charge equivalent to about a local speech charge. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a so-called toll-free (registered trademark) call system in which a call charge is paid to a called party. In particular, the present invention relates to a combination of a public network and a private line network to perform a free dial call through a public-exclusive connection. The present invention relates to a toll-free call system.
[0002]
[Prior art]
In recent years, telephone communication services have undergone rapid change and diversification from fixed telephones to mobile telephones and further to Internet telephones (IP telephones) with the dramatic development of related technologies and deregulation. In recent years, telephone communication services have different usage fees and call charges for communication lines depending on the communication carrier and the communication system and service contents developed one after another.
[0003]
In Japan, in particular, multiple telecommunications carriers are competing with each other due to deregulation, providing a variety of different services such as fixed-line phones, mobile phones, and IP phones. There are many delays in the services provided by domestic telecommunications carriers, and there are large disparities in usage fees between domestic and overseas telecommunications carriers. It is said that the fees of Japanese telecommunications carriers are much higher than those of carriers.
[0004]
Against this background, there is a need for telephone users in Japan to naturally use the services of telecommunications carriers with low usage charges and call paths through telecommunications carriers with low telephone charges. A variety of communication methods have been proposed to respond to such demands. One of them is a so-called callback method in which when making an international call from within Japan, the call is switched to a call from an inexpensive overseas carrier. International calling service is provided. As seen in this international callback system, the field of telephone communication services in Japan has entered the age of international competition with the entry of overseas telecommunications carriers.
[0005]
In addition, a service called free dial (registered trademark) is provided as one of the conventional telephone communication services. Toll-free calling is a so-called pay-per-call service, in which the caller is not charged and the incoming call is charged. There are many cases where services are set. For example, there are a telephone of a call center for receiving a purchase application for mail order, a telephone of a customer center for receiving complaints and inquiries from customers, and a telephone set up by an insurance company such as an automatic insurance company to receive accident processing.
[0006]
Generally, this toll-free dialing service is a method in which a toll-free line installed in a call center operated by a company or the like has a toll-free number, for example, in the case of NTT (Nippon Telegraph and Telephone Corporation), "0120" followed by a six-digit subscriber identification number. When the customer makes a free dial call to the call center, the customer will call the above-mentioned free dial number.
[0007]
When a customer makes a call with a free dial number, the connection is made in the NTT exchange by converting the free dial number into an actual telephone number, that is, an actual telephone number corresponding to a free dial line installed in a call center. With this mechanism, companies that set up call centers need only to publicize the above-mentioned toll-free number to customers nationwide, and can change the phone number of the actual toll-free line or relocate the call center. It can be done flexibly.
[0008]
By the way, when a customer makes a free-dial call, the customer's phone is connected to a free-dial phone at the call center, and if the customer's phone is a landline phone, billing is based on the distance of the connection route of both phones and the talk time. Is made to the call center installer. Therefore, if the call center is located in Tokyo and there is a free dial call from a customer in Hokkaido, the call fee will be a long-distance call fee, and the call fee burden on the call center installer will be large.
[0009]
For example, if a customer's landline and a toll-free telephone at a call center are connected within the range of a local call, the call fee is 8.5 yen / 3 minutes, but the distance between the two is over 100 km. The call fee is 80 yen / 3 minutes.
In addition, in the free dial call service for receiving a call from a mobile phone, the call fee is higher than that for receiving a call from a fixed phone, and although there is a difference depending on the communication carrier, on average, about 10 yen / 14 to 15 Fees are set at seconds, 40 to 50 yen / minute, 120 to 130 yen / 3 minutes, and the like, and the burden on companies using this service is extremely large. For this reason, there are many companies that set up and operate the free dial service so that incoming calls from mobile phones are restricted and only incoming calls from fixed phones are received.
[0010]
As a technique for reducing the burden of the free dial call charge as described above, for example, there is a technique disclosed in Patent Document 1 below. That is, the toll-free call system disclosed in Patent Document 1 is a system in which a call center server installed by a mail-order company accepts an order from a customer by toll-free call. It is configured by connecting a communication service server installed overseas to a call center server via the Internet or a dedicated line.
[0011]
In such a configuration, a toll-free call from the customer is received at the call center, the customer's telephone number is stored, the customer is announced to end the call, the call is terminated, and then the customer's telephone number is notified to the overseas communication service center. Then, the customer telephone is called from the communication service center, the communication service center receives the order information of the customer, ends the call, and transmits the order information to the call center.
[0012]
[Patent Document 1]
JP 2002-190868 A (FIG. 1)
[0013]
[Problems to be solved by the invention]
However, the technology described in Patent Document 1 described above receives a toll-free call from a customer to a call center, terminates the call once, and transmits the call to the customer from a communication service center installed in an area where call charges are low such as overseas. Calling and receiving calls (receiving customer order information). When a call center receives a toll-free call from a customer, the problem of expensive call charges when the customer's phone becomes a long distance call is Not resolved.
[0014]
SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to solve the above-mentioned problems, and an object of the present invention is to provide a free dial communication system that enables free dial communication at a load of about a local communication charge.
[0015]
[Means for Solving the Problems]
The above object of the present invention can be achieved by the following configurations. That is, the toll-free call system according to the present invention
Access points provided for each region,
A computer telephony integration (CTI) server of a management center connected to each access point by a dedicated line;
At least one call center connected to any access point by a dedicated line,
The call center includes a toll-free telephone that receives a toll-free call;
The access point includes a call center-compatible incoming call made to receive a free dial call from the landline telephone in the area to the call center,
The CTI server includes an access point to which each call center is connected, and a call center database that stores data indicating the correspondence of the incoming calls at each access point,
A free dial call from a fixed telephone to an arbitrary call center is connected via a public network to an access point in a region where the fixed telephone is installed, and a connection path is established based on data stored in the call center database by the CTI server. And a connection is made to the access point and a toll-free telephone at a call center via a dedicated line.
[0016]
According to this configuration, a free dial call from a fixed telephone to an arbitrary call center is connected via a public network to an access point installed in an area where the fixed telephone is installed, and a call center of a call destination from the access point is received from the access point. Are connected via a dedicated line. The call charge of the dedicated line can be reduced as the total call volume increases, and the free dial call service can be provided at a very low call charge, which is almost the same as a local call charge. Therefore, it is possible to reduce the cost burden of a company or the like who installs a call center.
[0017]
Further, the toll-free call system according to the present invention,
The toll-free call system further includes a callback exchange server connected to the CTI server by a dedicated line,
The CTI server further includes a call information analysis unit that detects a calling ID and a called ID from the received call information, and a callback request creating unit that creates a callback request including the calling ID and the called ID,
A toll-free call from a mobile phone to an arbitrary call center is received via an access point in the area where the mobile phone is registered or directly to the CTI server. Along with announcing to the mobile phone that is finished and waiting for a callback, the callback request creation unit creates a callback request including a calling ID and a called ID, and transmits the callback request to the callback exchange server,
The callback exchange server calls the mobile phone via a public network, and connects to a toll-free telephone of the call center via the CTI server via a dedicated line. .
[0018]
According to this configuration, the free dial call from the mobile phone to any call center is temporarily received by the CTI server of the management center, and after the call is terminated, the mobile phone and the call center are connected back from the callback exchange server. . That is, since a call-back service with a low call charge is used, it is possible to reduce the cost burden of a company or the like who installs a call center.
[0019]
In the above-mentioned free dial communication system, the access points are preferably installed in each prefecture, and more preferably in each local communication area.
Further, in the toll-free call system according to the present invention, the call center is installed by a company or the like that provides a toll-free call service, connected to the arbitrary access point, or a company that provides a toll-free call service. The business entity that installs and operates the access points and the CTI server of the management center is installed and connected to any access point.
[0020]
With this configuration, a business entity that establishes an access point in each region with a central management center and provides an infrastructure connecting them with a dedicated line has to pay for a call center installed by a company that provides free dial services. A business model that provides a free dial call connection service according to the present invention, or a business model that provides installation and operation of the call center and a free dial call connection service for a fee from a company or the like who wishes to set up a call center can do.
[0021]
Hereinafter, a free dial communication system according to the present invention will be described in detail with reference to the drawings.
[0022]
BEST MODE FOR CARRYING OUT THE INVENTION
FIG. 1 is a diagram showing a configuration of a free dial communication system according to an embodiment of the present invention. As shown in FIG. 1, a toll-free call system 10 of the present invention includes, for example, a computer telephony integration (Computer Telephony Integration) server 30 (CTI server) of a management center installed in Tokyo or Osaka, and each region. Access points 40a to 40z installed in each local communication area such as each prefecture, preferably each prefecture, and more preferably each municipalities. Each access point 40a to 40z is connected via a dedicated line 16. And is connected to the CTI server 30 of the management center. In FIG. 1, the same elements are indicated by the same figures. For example, the access points 40a to 40z are represented by the same figure, and only the access points 40a and 40z are typically given reference numerals.
[0023]
Arbitrary access points 40a to 40z are provided with call centers 50a, 50b, etc., which are installed and operated by a company or the like, or respond to toll-free calls entrusted with the installation and operation, and are installed in the call centers 50a, 50b, etc. A toll-free telephone (not shown) is connected to an access point 40z or the like by a dedicated line 16.
[0024]
The call centers 50a, 50b, etc. are installed and operated by a company or the like, or are installed and operated by a company or the like, and are connected to any of the access points 40a to 40z. It is preferable to be installed in an area where costs such as personnel expenses are low, and to be connected to the access points 40a to 40z installed in the area.
[0025]
The customer's telephone and the access point are connected by a public telephone line network (hereinafter, referred to as a public network). For example, if the customer's telephone is a fixed telephone 12, the telephone is connected to an access point in an area covered by a telephone exchange 22 (for example, a telephone exchange of Nippon Telegraph and Telephone Corporation NTT) in which the fixed telephone 12 is accommodated, for example, an access point 40a. Is done. The procedure for this connection will be described later.
[0026]
When the customer's telephone is the mobile phone 14, the exchange is connected by the exchange to which the base station belongs at the time of originating the call via the base station in which the mobile telephone 14 is registered, and the area covered by the exchange is Connected to the access point. In the case of the mobile phone 14, since the call fee system does not depend on the distance, the mobile phone 14 may be connected to the CTI server 30 of the management center. In the following description, a call from the mobile phone 14 will be described as being connected to the CTI server 30 of the management center.
[0027]
In the above configuration, when the customer makes a free-dialing call from the fixed telephone 12 to a call center subscribed to the service of the present call system, the access point 40 closest to the area where the fixed telephone 12 is installed, preferably, The call is received at the access point 40a in the area where the local call is made. As described above, this mechanism is realized by, for example, registering a free dial number and a destination telephone number (telephone number of a telephone that actually receives a free dial call) in the number conversion database of the NTT exchange. Therefore, if this setting is made in the exchange for each area, a call from a fixed telephone in each area to a specific toll-free number can be received by an incoming call of an access point in each area.
[0028]
With this mechanism, a free dial call from the fixed telephone 12 connected to the access point 40a is transmitted to the CTI server 30 of the management center via the dedicated line 16, and the dedicated line 16 is connected to the CTI server 30 in accordance with the connection route selection of the CTI server 30. The call center of the called party is connected to the connected access point via.
[0029]
On the other hand, when the customer makes a free dial call from the mobile phone 14 to a call center subscribed to the service of the present call system, the call is received by the CTI server 30 of the management center, and the call is temporarily terminated from the CTI server 30 to the mobile phone 14. After announcing to wait for the call back and ending the call, the caller exchange server 60 installed abroad or the like sends a caller's mobile phone number and a dedicated line 16 for a call (toll-free telephone) of the call center of the callee. The connection route by 18 is notified, and the mobile phone 14 is called via the public network and connected. The details of these connection procedures will be described below.
[0030]
FIG. 2 is a flowchart showing a connection procedure when a free dial call is made from the fixed telephone 12 to a call center subscribed to the service of the present call system. First, in step 101, a free dial call is made from the fixed telephone 12 to the call center 50a. For example, if the free dial number of the call center 50a is 0120-AAAAAAA (Nippon Telegraph and Telephone Corporation NTT) and a free dial call is made from the fixed telephone 12 to this number, in step 102, this call is made via the public network 20. A call is made to the exchange 22 (NTT exchange) in which the fixed telephone 12 is accommodated, and the exchange 22 converts the number.
[0031]
That is, as described above, the exchange 22 is provided with a number conversion database in which the toll-free number and the actual destination telephone number are registered, and is connected to the actual destination telephone number with reference to the database. . Accordingly, the destination of the call center 50a originating from the fixed telephone in each area, that is, the actual destination telephone number corresponding to the toll-free number is set as the telephone number of each access point installed in each area, so that the fixed number of each area is fixed. A toll-free call from a telephone can be received at each access point within the local call rate.
[0032]
FIG. 3 is a diagram showing an example of a number conversion database of the exchange 22 in which the fixed telephones 12 are accommodated, in which a correspondence relationship between a call center name, a free dial number, and an actual connection telephone number is stored. For example, the free dial number 0120-AAAAAAA of the call center 50a is associated with the connection telephone number 111-222-3333 at the access point 40a of the call center 50a, and a free dial call is made from the fixed telephone 12 to the above-mentioned free dial number. The number conversion is performed based on this number conversion database, and the call arrives at the connected telephone 111-222-3333 (corresponding to the call center 50a) of the access point 40a.
[0033]
Next, in step 103, the call information that has arrived at the toll free telephone (111-222-3333) of the access point 40a is notified to the CTI server 30 of the management center. This call information includes the calling ID (telephone number) of the fixed telephone 12 and the called ID (destination telephone number, in this case, the number of the connected telephone to which the toll-free call is made after the number conversion). The CTI server 30 determines a connection route from the destination ID to the call center 50a of the destination.
[0034]
In other words, in step 104, the CTI server 30 stores, in FIG. 4, a call center in which the correspondence between the access point where each call center is installed, the free dial number, and the connection telephone number of the free dial call at each access point is stored. The connection route is selected and determined by referring to the database. For example, the CTI server 30 refers to the call center DB shown in FIG. 4, and the destination of the call is the call center 50a from the arrival ID, that is, the telephone number 111-222-3333 of the connected telephone of the access point 40a, and the call center 50a Knowing that it is connected to the access point 40z, it selects and determines the connection path of the dedicated line 16 connecting the access point 40z and the access point 40a (the access point receiving the call from the fixed telephone 12).
[0035]
In step 105, the fixed telephone 12 and the call center 50a are connected via the access points 40a and 40z according to the connection path determined by the CTI server 30. This connection is called a public-exclusive connection in which the connection between the fixed telephone 12 and the access point 40a is made by a public network, and the connection from the access point 40a to the call center 50a is made by a dedicated line 16. This is a connection, and a normal PBX can be used as the exchange equipment installed at each access point. If the access point is installed for each local call area such as municipalities, the call charges in this case Is the sum of the local call rate from the fixed telephone 12 to the access point 40a and the leased line charge, and the leased line charge can be reduced as the call volume increases, and the price per call can be reduced. Ultimately, a toll-free call service can be provided at a rate that is as close as possible to the local call rate.
[0036]
Next, a connection procedure when a free dial call is made from the mobile phone 14 to the call center 50a will be described with reference to the flowchart of FIG. When a free dial call is made from the mobile phone 14 to the free dial number 0120-AAAAAAA of the call center 50a in step 111, the number is converted in the same manner as in the case of the fixed telephone 12 in step 112, and the connection is made to the CTI server 30 of the management center. Is done. In the case of a mobile phone, since the call charge system is not related to the distance, it is registered in the number conversion database so that the call is received at the CTI server 30 of the management center. May be set so as to receive a call to an access point in the area where the location is registered, and then connected to the CTI server 30 via the access point.
[0037]
When a call arrives at the CTI server 30, in step 113, the CTI server 30 makes a voice announcement so as to end the call once to the mobile phone 14 and wait for the callback, and ends the call. The ID (number of the mobile phone 14 of the caller) is notified to the callback exchange server 60 installed overseas, and in step 115, the connection telephone number of the call center 50a of the destination is referred to by referring to the call center DB. Notify
[0038]
Next, at step 116, the callback exchange server 60 calls the mobile phone 14 via the public network according to the notified calling ID (telephone number of the mobile phone 14), and at step 117, the CTI server via the international private line 18 The call center 50a of the called party is called back via the terminal 30 to connect the two. The connection between the CTI server 30 and the call center 50a is made via the dedicated line 16 according to the route selected and determined by the CTI server 30.
[0039]
As described above, in the case of a toll-free call from the mobile phone 14, a low-cost callback connection by the callback exchange server 60 installed overseas is used. And a private line between the call center 50a and the callback exchange server 60, and the mobile phone 14 is ultimately connected with the mobile phone 14 as in the case of the fixed telephone. For example, a free-dial call service can be realized with a callback call fee for connection to the public network, and a call charge burden can be reduced.
[0040]
FIG. 6 is a diagram showing a configuration of the CTI server 30 of the management center. The CTI server 30 analyzes call information from the connection control unit 62 connected to each of the access points 40a to 40z, and the fixed telephones 12 and the mobile telephones 14 connected via the connection control unit 62, and generates a caller ID, A call information analyzing unit 64 for obtaining information such as an ID, and a callback request creating unit 68 for requesting a callback connection to the callback exchange server 60 from the calling ID and the called ID obtained by the call information analyzing unit 64. I have.
[0041]
As described above, when a free dial call is made from the fixed telephone 12 to the call center 50a, the free dial call from the fixed telephone 12 is received by the incoming call corresponding to the call center 50a of the access point 40a. The calling ID and the called ID in the call information are sent to the CTI server 30, and the CTI server 30 refers to the call center database 66 and specifies the call center 50a and the access point 40z where the call center 50a is installed based on the call ID and the call ID. Then, the connection path between the access point 40a and the access point 40z is selected and determined, and the fixed telephone 12 is connected to the call center 50a (toll free telephone of 50a).
[0042]
When a free dial call is made from the mobile phone 14 to the call center 50a, the CTI server 30 announces the mobile phone 14 to end the call once and wait for the callback, and ends the call. The call information analyzing unit 64 obtains the calling ID and the called ID, and the callback request creating unit 68 creates a callback request including the mobile phone 14 and the number of the connected telephone of the call center 50a of the called party, and exchanges the callback. Notify the server 60.
[0043]
The callback exchange server 60 calls the mobile phone 14 via the public network according to the notified calling ID (telephone number of the mobile phone 14), and calls the destination via the CTI server 30 via the international private line 18. The call center 50a is called back to connect the two. The connection between the CTI server 30 and the call center 50a is made via the dedicated line 16 according to the route selected and determined by the CTI server 30.
[0044]
In the present embodiment, the case where the callback exchange server 60 is installed abroad is exemplified. However, when an environment for providing a low-cost callback service in Japan is established, the callback exchange server 60 is provided. Obviously, the server may be located locally.
[0045]
In addition, a business entity that installs access points in each area with a central management center and provides an infrastructure connecting them with a dedicated line will pay a call center installed by a company or the like that provides free dial services. To realize a business model for providing a connection service for a free dial call according to the present invention, or a business model for providing and setting up and operating the call center and providing a connection service for a free dial call for a fee from a company or the like who wishes to set up a call center. Can be.
[0046]
【The invention's effect】
As described above, according to the toll-free call system according to the present invention, the toll-free call service is used at a rate that is as close as possible to a call rate (local call rate) using a public network from a fixed telephone to an access point. be able to. Therefore, it is possible to greatly reduce the burden of free dial call charges for companies and the like that have a call center.
[0047]
Further, according to the toll-free call system according to the present invention, the toll-free call from the mobile phone is terminated after the call is completed, and the mobile phone is called using the low-cost call-back connection service. Since the call center is connected back to the target call center via a line, the burden of free-dialing call charges on a company or the like having the call center can be reduced.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of a free dial communication system according to the present invention.
FIG. 2 is a flowchart showing a connection procedure when a free dial call is made from a fixed telephone.
FIG. 3 is a diagram showing a configuration of a number conversion database for converting a free dial number and an incoming telephone number.
FIG. 4 is a diagram showing a configuration of a call center database provided in the CTI server 30.
FIG. 5 is a flowchart showing a connection procedure when a free dial call is made from a mobile phone.
FIG. 6 is a block diagram showing a schematic configuration of a CTI server 30.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Toll free call system 12 ... Fixed telephone 14 ... Mobile telephone 16 ... Private line 18 ... International private line 20 ... Public network 22 ... Exchange 30 ... CTI server (management center)
40a-40z access points 50a, 50b call center 62 connection control unit 64 call information analysis unit 66 call center database 68 call back request creation unit

Claims (9)

Access points provided for each region,
A computer telephony integration (CTI) server of a management center connected to each access point by a dedicated line;
At least one call center connected to any access point by a dedicated line,
The call center includes a toll-free telephone that receives a toll-free call;
The access point includes a call center-compatible incoming call made to receive a free dial call from the landline telephone in the area to the call center,
The CTI server includes an access point to which each call center is connected, and a call center database that stores data indicating the correspondence of the incoming calls at each access point,
A free dial call from a fixed telephone to an arbitrary call center is connected via a public network to an access point in a region where the fixed telephone is installed, and a connection path is established based on data stored in the call center database by the CTI server. And a connection is made to the access point and a toll-free telephone at the call center via a dedicated line. The toll-free call system further includes a callback exchange server connected to the CTI server by a dedicated line,
The CTI server further includes a call information analysis unit that detects a calling ID and a called ID from the received call information, and a callback request creating unit that creates a callback request including the calling ID and the called ID,
A toll-free call from a mobile phone to an arbitrary call center is received by the CTI server. The CTI server temporarily terminates the call with the mobile phone and, at the same time, generates a caller ID, Create a callback request including the ID and send it to the callback exchange server,
The callback exchange server calls the mobile phone via a public network, and connects to a toll-free telephone of the call center via the CTI server via a dedicated line. The free dial communication system according to claim 1. The free dial call from the mobile phone to an arbitrary call center is connected to the CTI server after receiving a call at an access point in an area where the mobile phone is registered. Free dial call system. 4. The free dial number of the call center and the incoming telephone number of each access point are registered in a number conversion database of a communication company that provides a free dial call service. Or the toll free call system according to claim 1. The access point transmits to the CTI server call information of a free dial call received from the landline telephone that has arrived at the incoming call, and the CTI server refers to the call center database based on the called ID in the call information, and 2. The free dial communication system according to claim 1, wherein the call center is specified. The free dial communication system according to any one of claims 1 to 4, wherein the access points are installed in each prefecture. The free dial communication system according to any one of claims 1 to 4, wherein the access point is installed in each local communication area. The free call according to any one of claims 1 to 4, wherein the call center is installed by a business entity or the like that provides a free dial call service and connected to the arbitrary access point. Dial call system. The call center is commissioned by a business entity or the like that provides a free dial call service, is installed by a business entity that installs and operates the access point and the CTI server of the management center, and is connected to any access point. The free dial communication system according to any one of claims 1 to 4, wherein:

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