JP2005184447A - Call connection control system, call connection control apparatus, call connection control method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call connection control system or the like for reducing a waiting time of a customer until a speech between the customer and an operator is established without losing the convenience of the customer. <P>SOLUTION: In a call connection control apparatus 20, an action selection section 25A delivers a message for allowing a caller terminal 10<SB>1</SB>to select whether the caller terminal 10<SB>1</SB>calls back after a lapse of a prescribed time, to the caller terminal 10<SB>1</SB>when a waiting time of a call from the caller terminal 10<SB>1</SB>exceeds a prescribed maximum waiting time. When the caller terminal 10<SB>1</SB>selects the callback, a caller particularizing section 25B stores caller particularizing information acquired from the caller terminal 10<SB>1</SB>to a connection preferential party information DB 26. Succeedingly, upon the receipt of a new call from the caller terminal 10<SB>1</SB>, when the caller particularizing information acquired from the caller terminal 10<SB>1</SB>is stored in the connection preferential party information DB 26, a priority determining section 27 places the priority of the call from the caller terminal 10<SB>1</SB>to the highest priority, and a call connection section 28 preferentially connects the call from the caller terminal 10<SB>1</SB>to either of called terminals 30<SB>1</SB>, 30<SB>2</SB>. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a call connection control system, a call connection control device, a call connection control method, and a program for controlling connection of a call transmitted from a caller terminal to a callee terminal.

  Conventionally, in a call center that specializes in telephone calls for consultations on products from customers in a company, when all new operators are calling while all operators are answering calls from customers, A call from a customer is put on standby.

  At this time, voice guidance such as music and a message is played to the customer in the standby state. Then, when any operator's call is finished and the call becomes possible, the customer's standby state is canceled, and the operator who has finished the call receives a response.

  In other words, in a state where all operators in the call center are answering calls, even if a new customer calls, in order to make a call with an operator, until one of the operators becomes available I had to keep waiting.

  Therefore, on the customer side, although there is a consultation or the like and a call is made, the customer is kept waiting for a long time until a call with the operator becomes possible, and the dissatisfaction with the company is promoted.

  On the other hand, the call center also sends the above voice guidance to customers who are in a standby state who are not actually making a call, so a call charge is also incurred during the time when the voice guidance is given, and the cost must be borne. I had to.

  Therefore, recently, various techniques for shortening the waiting time of customers have been disclosed. As an example, in Patent Document 1, a customer's telephone number is stored while a call from a customer (holdee) is put on hold and in a standby state, and the customer's standby time exceeds a predetermined time. Discloses a technology related to a private branch exchange that automatically makes a call to the customer after the customer releases the hold and connects the call from the customer to a call center (holding party).

According to the technique disclosed in Patent Document 1, when a standby time exceeds a predetermined time, it is expected that the customer often releases the hold and waits for a call. In addition, there is an advantage that it is possible to reduce call charges while the customer is waiting.
JP-A-4-318738

  However, in the prior art disclosed in Patent Document 1, since automatic transmission is performed from the private branch exchange to the customer, the customer may not be able to answer the call when the customer is absent. In addition, when a call is automatically sent from the private branch exchange to the customer, if the customer has set it as an answering machine, the private branch exchange will appear to have taken the call when the customer switched to the answering machine. A call from a customer (in this case, an answering machine message) is connected to the call center. That is, on the private branch exchange side, although the customer is not actually talking to the operator, it is assumed that the call has been established, and the stored customer's telephone number is deleted.

  As described above, in the prior art disclosed in Patent Document 1, in order to establish a call between the customer and the operator of the call center, the customer can answer the call when the private branch exchange makes an automatic call to the customer. There was a condition. For this reason, for example, when the customer's phone is a fixed phone at home, it is very inconvenient for the customer, such as being unable to go out until there is a phone from the private branch exchange.

  SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide a call connection control system, a call connection control device, a call connection control device, and the like that can shorten a customer waiting time until a call between a customer and an operator is established without impairing customer convenience. To provide a connection control method and program.

  In order to achieve the above object, a call connection control system of the present invention includes one or more caller terminals, one or more callee terminals having a common telephone number, and the caller terminal to the common telephone. In a call connection control system comprising a call connection control device for controlling connection of a call sent to a number to the called party terminal, the call connection controlling apparatus comprises: When the standby state is shifted to the standby state, the standby time measuring means for measuring the standby time, and when the call standby time from the caller terminal exceeds a predetermined maximum standby time, In order to identify a caller who uses the caller terminal when the caller terminal is selected to send a message for selecting whether or not to make a call again after the elapse of time, and when the caller terminal makes a call again of The caller identification information acquired from the caller terminal is stored in the database, and the caller identification information acquired from the caller terminal is stored in the database every time a call from the caller terminal is accepted. Caller identification means that matches or matches the stored caller identification information, and when the call from the caller terminal is accepted, the caller identification information acquired from the caller terminal is stored in the database. Priority determination means for setting a priority so that the call rank from the caller terminal is higher when the caller identification information matches the caller identification information; Call connection means for connecting to the callee terminal in accordance with the priority order determined by the determination means.

  According to this configuration, even if the caller enters the standby state by calling the callee terminal, the caller selects to call again when the maximum waiting time is exceeded, and calls again after a predetermined time has elapsed. By making a call, the call by the telephone can be preferentially received at the callee terminal. Therefore, when the waiting time exceeds the maximum waiting time, it is expected that the caller will frequently hang up at that time, so the waiting time can be shortened.

  In addition, when the caller specifying information acquired from the caller terminal is stored in the database, the caller specifying means sends a call from the caller terminal to the callee terminal by the call connection means. When the connection is established, the caller identification information may be deleted from the database.

  According to this configuration, it is possible to prevent a call from a certain caller from being repeatedly received at the callee terminal with priority.

  When the waiting time of a call from the caller terminal exceeds a predetermined maximum waiting time, the selection means calls the caller terminal again after a predetermined time elapses, or waits as it is It is good also as sending the message which selects either.

  According to this configuration, even if the waiting time exceeds a predetermined maximum waiting time, the caller can select to wait as it is.

  In addition, the caller specifying means specifies that, when the caller terminal selects to make a call again, the caller terminal is called together with the caller specifying information acquired from the caller terminal. Information that can identify a designated time after a predetermined time has elapsed may be stored in the database.

  In the case where information that can identify a designated time after the elapse of a predetermined time designated to call the caller terminal together with the caller specifying information is stored in the database, the caller specifying means includes Each time a call from a caller terminal is accepted, the caller identification information acquired from the caller terminal is checked whether it matches the caller identification information stored in the database, and the call is accepted from the caller terminal. The time is compared with the information of the specified time stored in the database with a certain degree of approximation, and the priority determination means receives the call from the caller terminal from the caller terminal. The time when the acquired caller identification information matches the caller identification information stored in the database and the call is accepted from the caller terminal If the approximate with a information and certain degree of approximation of the specified time stored in the database, it is also possible to set a high priority call from the caller terminal.

  According to this configuration, even if the caller is a connection priority, if the call is made long before the specified time, or if a considerable time has passed after the specified time has passed, In the case of arrival, it is possible to prevent incoming calls preferentially.

  Further, in the database, in addition to the caller identification information, information that can identify a designated time after the elapse of a predetermined time designated to call the caller terminal again, the caller identification means includes the caller identification means. The sender identification information may be deleted from the database when a predetermined time elapses from a designated time designated to call the caller terminal again.

  According to this configuration, even if the caller is a connection priority, if a call is made after a considerable time has elapsed since the specified time has elapsed, the call should not be preferentially received. Can do.

  Since the present invention is configured as described above, for example, a caller using a caller terminal is a customer of a company, and a callee using the caller terminal is an operator of the call center of the company When the present invention is applied, the following effects can be obtained.

  First, even if the customer calls the call center and enters a standby state, the customer chooses to call again when the maximum waiting time is exceeded, and makes a priority call by calling again after a predetermined time. It is possible to talk to the operator. Therefore, since the waiting time does not become longer than the maximum waiting time, there is an effect that the dissatisfaction with the company can be eliminated and the satisfaction of the customer can be increased. In addition, since the customer calls and establishes a call with the operator, there is an effect that the call with the operator can be established without impairing the convenience of the customer.

  On the other hand, on the call center side, when there are many calls waiting from the customer, it is possible to shorten the waiting time of the customer by prompting to call again after a predetermined time has elapsed. Therefore, call charges are also incurred during the time when voice guidance or the like is given to a customer in a standby state where no call is actually being made. There is an effect that can be. This effect is a merit for the call center when the caller bears the call charge, and becomes a customer benefit when the caller bears the call charge. Furthermore, even if there is a bias in customer calls depending on the time of day, calls can be distributed, so that it is possible to prevent operator staffing management from becoming complicated, and to reduce the costs required for such management. There is an effect that can be.

  Hereinafter, the best mode for carrying out the present invention will be described.

  FIG. 1 is a diagram showing a configuration of a call connection control system according to an embodiment of the present invention.

Referring to FIG. 1, the call connection control system according to the present embodiment includes a caller terminal 10 ₁ to 10 ₄ used by a caller and a common telephone number, and a callee terminal 30 ₁ used by a callee. 30 _2, and a call connection control device 20 that controls the connection of the call sent from the caller terminals 10 ₁ to 10 ₄ to the common telephone number to the callee terminals 30 ₁ and 30 ₂ . doing. In FIG. 1, _four caller terminals 10 ₁ to 10 ₄ are shown. However, the present invention is not limited to this, and the number of caller terminals 10 ₁ to 10 ₄ is one or more. There is no limit. Similarly, although two receiver terminals 30 ₁ and 30 ₂ are illustrated, the present invention is not limited to this, and there is no particular limitation as long as the number of receiver terminals 30 ₁ and 30 ₂ is one or more.

The caller terminals 10 ₁ to 10 ₄ are terminals used by customers who make telephone calls for consultations on products to companies, for example. The called party terminals 30 ₁ and 30 ₂ are terminals used by an operator who handles calls at a call center specialized in customer calls in a company, for example. The caller terminals 10 ₁ to 10 ₄ do not particularly specify the callee terminals 30 ₁ and 30 ₂ when calling the callee terminals 30 ₁ and 30 ₂ , and the callee terminals 30 ₁ and 30 ₂ are not designated. It is assumed that a call is made to a common telephone number, and the call is connected to one of the callee terminals 30 ₁ and 30 ₂ under the control of the call connection control device 20.

  The call connection control device 20 includes a call reception unit 21, a standby time measurement unit 22, a maximum standby time setting unit 23, a comparison unit 24, an automatic response unit 25, a connection priority information database (DB) 26, A priority determination unit 27 and a call connection unit 28 are provided.

The call accepting unit 21 accepts a call by a telephone transmitted from the caller terminals 10 ₁ to 10 ₄ to a common telephone number to the callee terminals 30 ₁ and 30 ₂ via a telephone line network (not shown).

The waiting time measuring unit 22 receives calls from the caller terminals 10 ₁ to 10 ₄ received by the call reception unit 21 because both the call receiver terminals 30 ₁ and 30 ₂ are busy. _When it becomes a standby state without being connected to ₁ and 30 ₂ , the standby time is measured.

  The maximum standby time setting unit 23 is preset with a maximum standby time as the maximum value of the standby time measured by the standby time measuring unit 22.

  The comparison unit 24 compares the standby time measured by the standby time measurement unit 22 with the maximum standby time set by the maximum standby time setting unit 23.

The automatic response unit 25 is a part that automatically responds to the caller terminals 10 ₁ to 10 ₄ that have accepted the call by the call reception unit 21 with a voice message or the like, and is realized by a mechanism called IVR (Interactive Voice Response). It is assumed that The automatic response unit 25 includes an action selection unit 25A and a caller identification unit 25B.

When the waiting time of the call from the caller terminals 10 ₁ to 10 ₄ received by the call reception unit 21 exceeds the maximum standby time as a result of the comparison by the comparison unit 24, the action selection unit 25A A message is sent to ₁ to 10 ₄ to select whether to wait as it is or to call again after a predetermined time. At this time, it is assumed that the action selection unit 25A also sends a message to preferentially call the recipient terminals 30 ₁ and 30 ₂ when a call is made after a predetermined time has elapsed.

The caller specifying unit 25B acquires, from the caller terminals 10 ₁ to 10 ₄ , caller specifying information for specifying a caller who uses the caller terminals 10 ₁ to 10 ₄ that have received the call at the call receiving unit 21. Or the process of storing the caller identification information acquired from the caller terminals 10 ₁ to 10 ₄ in the connection priority information database 26, or the caller identification information acquired from the caller terminals 10 ₁ to 10 ₄ is the connection priority information. A process of checking whether the information matches the caller identification information stored in the database 26 is performed.

Specifically, when the caller identification unit 25B is prompted to select an action by the action selection unit 25A, the caller terminal 10 ₁ to 10 ₄ is selected to make a new call after a predetermined time has elapsed. The caller using the caller terminals 10 ₁ to 10 ₄ is regarded as a connection priority person, and the caller identification information acquired from the caller terminals 10 ₁ to 10 ₄ is stored in the connection priority person information database 26. In addition, when the caller uses the caller terminals 10 ₁ to 10 ₄ to call again after a predetermined time, the caller identification information acquired from the caller terminals 10 ₁ to 10 ₄ is the connection priority person. It is verified whether the caller identification information stored in the information database 26 matches, that is, whether the caller is a connection priority person.

The priority determination unit 27 determines the priority order when connecting the caller terminals 10 ₁ to 10 ₄ that have received a call in the call reception unit 21 to the callee terminals 30 ₁ and 30 ₂ .

Specifically, when the call reception unit 21 receives a call from the caller terminals 10 ₁ to 10 ₄ , the priority determination unit 27 sets the lowest priority of the call in principle. However, as an exception, as a result of collation by the caller specifying unit 25B, the caller specifying information of the caller using the caller terminals 10 ₁ to 10 ₄ that has received the call at the call receiving unit 21 is included in the connection priority information database 26. If it matches the caller identification information stored in, the highest priority is set for the call.

The call connection unit 28 monitors whether the callee terminals 30 ₁ and 30 ₂ are in a call-ready state, and calls the callers from the caller terminals 10 ₁ to 10 ₄ at the priority determination unit 27. In accordance with the determined priority order, the terminal is connected to _one of the callee terminals 30 ₁ and 30 ₂ in a state where a call can be made.

The flow of the call connection control method performed by the call connection control device 20 shown in FIG. 1 will be described below with reference to the flowchart of FIG. Here, a flow when a caller using caller terminal 10 ₁ makes a call to callee terminals 30 ₁ and 30 ₂ will be described.

When the caller makes a call to the callee terminals 30 ₁ and 30 ₂ using the caller terminal 10 ₁ , a call by the call is received by the call reception unit 21 (step 201).

When the call from the caller terminal 10 ₁ is received by the call receiving unit 21, the caller specifying unit 25B acquires the caller specifying information of the caller who uses the caller terminal 10 ₁ (step 202). The caller identification information, telephone number of the caller terminal 10 ₁ is given as a representative example. In addition, when the caller is a customer of a company, a customer number unique to the company may be used. Caller identification unit 25B, when obtaining the telephone number of the caller terminal 10 ₁ as the caller identification information, for example, it is possible to obtain the telephone number by calling number notification function of the originator terminal 10 _1. Also, if you get your number of customers is the caller, for example, "Please push the customer number," such as passing a message, customer number by prompting a push of the button of the caller terminal 10 ₁ to the customer Can be obtained.

  Next, the caller specifying unit 25B checks whether the caller specifying information acquired in Step 202 matches the caller specifying information stored in the connection priority information database 26 (Step 203).

  The subsequent processing differs greatly depending on whether or not the collation results in step 203 match, and will be described separately for each case.

  First, the processing when the caller identification information acquired in step 202 does not match the caller identification information stored in the connection priority information database 26 as a result of the collation in step 203 will be described.

Result of the check in step 203, when the acquired caller identification information in step 202 is not stored in the connection priority information database 26 (No in step 204), the priority determining unit 27, from the caller terminal 10 ₁ The priority order for connecting the call to the callee terminals 30 ₁ and 30 ₂ is set to the lowest priority order at that time (step 205).

However, at this point, connection priority of the call from the caller terminal 10 ₁ to another there is no call in the standby state has the highest, and at least one of the incoming terminal 30 _1, 30 ₂ If possible call (Yes in step 206), the call connection unit 28 connects the caller call receiver terminal is ready call the call from the terminal 10 ₁ (step 215).

On the other hand, if the connection priority of the call from the caller terminal 10 ₁ because there are other calls in the standby state is not the highest, or, if none of the incoming terminal 30 _1, 30 ₂ is not possible call (No in step 206), the call from the caller terminal 10 ₁ is in a standby state (step 207), for the originator terminal 10 _1, voice guidance is flowed and music or messages. Further, the waiting time measuring unit 22, from the time a call from the caller terminal 10 ₁ is shifted to the standby state in step 207, it starts measuring the waiting time (step 208).

During a call from the caller terminal 10 ₁ is in the standby state, the comparison unit 24, a waiting time measured by the waiting time measuring unit 22, the maximum is set by the maximum waiting time setting unit 23 waits A process of comparing the time (for example, 10 minutes) is performed (step 210), and this comparison process is continued until the measurement standby time exceeds the maximum standby time (Yes in step 211). While the call from the caller terminal 10 ₁ is in a standby state, the connection priority of the call becomes the highest, and at least one of the callee terminals 30 ₁ and 30 ₂ can talk. If (Yes in step 209), the call connection unit 28 connects the caller call receiver terminal is ready call the call from the terminal 10 ₁ (step 215).

Action selection unit 25A, when the waiting time measured by the waiting time measuring section 22 exceeds the maximum waiting time (Yes in step 211), to the originator terminal 10 _1, a predetermined time (e.g., 1 hour) after A message is sent to select an action to make another call or to wait for a while (step 212).

When the caller terminal 10 ₁ selects an action to wait as it is (No in Step 213), the action selection unit 25A temporarily sets the call waiting time from the caller terminal 10 ₁ to the waiting time measurement unit 22. Measurement is resumed after resetting (step 208).

On the other hand, the originator terminal 10 _1, if the action of applying again the telephone after a predetermined time period has been selected (Yes in step 213), the caller identifying unit 25B is connected callers to use caller terminal 10 ₁ Priority The caller identification information acquired in step 202 is stored in the connection priority information database 26 (step 209).

  Specifically, in steps 212 to 214, the action selection unit 25A and the caller identification unit 25B perform the following process.

Action selection unit 25A is, in step 212, to the caller terminal 10 _1, "I am sorry to have kept you waiting 10 minutes or more. Does this leave you waiting I am, or, is possible to select whether you again call after 1 hour Yes, if you can call again after 1 hour, you will receive a priority call.If you want to wait for a while, push "1", if you can call again after 1 hour, push "2" please. "such as passing a message, prompting the caller's terminal 10 _1" 1 "or" 2 "to push the button of.

In step 213, if the caller using caller terminal 10 ₁ is pushed to "1", i.e., if it is selected to stand in this state, the action selecting section 25A, compared waiting time measuring unit 22, the caller once resuming the measurement is reset waiting time of the call from the terminal 10 _1.

On the other hand, in step 213, the caller if the caller uses the terminal 10 ₁ is to push the "2", that is, when it is selected again make a phone call, the action selection unit 25A is, .1 hours Thank "Thank you When a new call is made later, the message will be preferentially received. Please hang up. ”In addition, in step 214, the caller identification unit 25B sends the call obtained in step 202. The person identification information is stored in the connection priority person information database 26.

  Next, a process when the caller identification information acquired in step 202 matches the caller information stored in the connection priority information database 26 as a result of the collation in step 203 will be described.

Result of the check in step 203, when the acquired caller identification information in step 202 is stored in the connection priority information database 26 (Yes in step 204), the call from the caller terminal 10 ₁ is preferentially as described above Caller who promises to receive the call automatically. Therefore, the priority determination unit 27 sets the highest priority for connecting the call from the caller terminal 10 ₁ to the callee terminals 30 ₁ and 30 ₂ among the priorities at that time (step 216). Thus, the call from the caller terminal 10 ₁ was already interrupted at the beginning of another call in the standby state, by exchanging the priority appropriate, to the call from the caller terminal 10 ₁ is called the highest priority It becomes possible.

Later, when the at least one call receiver terminal 30 _1, 30 ₂ has become possible call (Yes in step 217), the call connection unit 28 is ready call a call from the caller terminal 10 ₁ Incoming To the user terminal (step 218).

Further, the caller specifying unit 25B connects the caller specifying information of the caller using the caller terminal 10 ₁ when the call connection unit 28 connects the call from the caller terminal 10 ₁ to the callee terminal. It deletes from the priority person information database 26 (step 219). Accordingly, a call from the caller terminal 10 ₁ is prevented from resulting in being coming into repeatedly preferentially call receiver terminal.

In the present embodiment, caller identification unit 25B, when storing the caller identification information acquired from the originator terminal 10 ₁ to the connection priority information database 26, as shown in FIG. 3, callers identified other information may be stored in the caller terminal 10 connection priority information database 26 to specify the specified time after a predetermined time identifiable information even together to again call the _1. In FIG. 3, as the identification information capable specified time described above, the caller is identified information from the written time information and caller terminal 10 elapsed time specified in ₁ information is stored, the specified time itself (“15:00:42” in the upper example of FIG. 3; “16:21:16” in the lower example) may be stored.

In the present embodiment, in a case of storing the caller identification information and identification information capable specified time described above in connection priority information database 26, caller identification unit 25B, the call from the caller terminal 10 ₁ the when receiving is consistent with caller identification information caller specific information obtained from the caller terminal 10 ₁ is stored in the connection priority information database 26, and a call from the caller terminal 10 ₁ You may collate whether the received time approximates with the information of the designated time stored in the connection priority person information database 26 with a certain degree of approximation (for example, within 10 minutes before and after the designated time). Further, the priority determining unit 27, a result of verification by the caller identifying unit 25B, consistent with the information the caller identification information is stored in the connection priority information database 26, and a call from the caller terminal 10 ₁ to when the time accepted are close with a information and certain degree of approximation of the specified time stored in the connection priority information database 26 only, and set the highest priority of the call from the caller terminal 10 ₁ May be. As a result, even if the caller is a connection priority, if the call is made long before the specified time, or if the call is made after a long time since the specified time has passed In this case, it is possible to prevent priority incoming calls.

In the present embodiment, in a case of storing information capable of identifying caller specified information and the aforementioned specified time in connection priority information database 26, caller identification unit 25B is again call originator terminal 10 ₁ When a predetermined time (for example, 30 minutes) elapses from a designated time designated to do, the caller identification information may be automatically deleted from the connection priority information database 26. As a result, even if the caller is a connection priority person, if a call is made after a considerable time has elapsed since the designated time has elapsed, it is possible to prevent priority call reception.

In the present embodiment, the action selecting section 25A is the elapsed time specified to again call originator terminal 10 _1, statically fixed (e.g., after 1 hour) may be, or dynamic It may be changed. When the elapsed time is dynamically changed, for example, based on statistical data indicating the degree of congestion of telephone calls made to the callee terminals 30 ₁ and 30 ₂ , so that a call can be accepted in a time period when the congestion degree is low. The elapsed time can be determined. Or, at the time of receiving a call from the caller terminal 10 ₁ can be determined as the elapsed time average wait time of the call. Moreover, the action selecting section 25A may be possible to specify the elapsed time to the caller terminal 10 ₁ of the caller. If you want to specify the elapsed time to the caller, for example, "Please specify they qualify again call after hours." Such as passing a message, to enter the push to time the number button of the caller terminal 10 ₁ to the caller Encourage Then stored in the connection priority information database 26 the time entered in the originator terminal 10 ₁ as elapsed time. Needless to say, the time set in the maximum standby time setting unit 23 can be set to an arbitrary time.

  In the present invention, the processing in the call connection control device 20 records a program for executing the call connection control method described above on a recording medium readable by the call connection control device 20, and this recording. The program recorded on the medium may be read by the call connection control device 20 and executed. The recording medium readable by the call connection control device 20 refers to an HDD or the like built in the call connection control device 20 as well as a transferable recording medium such as a floppy disk, a magneto-optical disk, a DVD, or a CD. Specifically, the above processing is realized by a CPU (not shown) in the call connection control device 20 instructing the hardware resources of the call connection control device 20 to perform a specific process under the control of this program. .

It is a figure which shows the structure of the call connection control system by one Embodiment of this invention. 3 is a flowchart for explaining a flow of a call connection control method performed in the call connection control system shown in FIG. 1. It is a figure which shows an example of the information stored in the connection priority person information database shown in FIG.

Explanation of symbols

10 ₁ to 10 ₄ Caller terminal 20 Call connection control device 21 Call reception unit 22 Standby time measurement unit 23 Maximum standby time setting unit 24 Comparison unit 25 Automatic response unit 25A Action selection unit 25B Caller identification unit 26 Connection priority information database 27 Priority determining unit 28 Call connecting unit 30 ₁ , 30 ₂ Receiver terminal

Claims (19)

One or more caller terminals, one or more callee terminals having a common telephone number, and calls from the caller terminal addressed to the common telephone number to the callee terminal In a call connection control system comprising a call connection control device for controlling connection,
The call connection control device includes:
A waiting time measuring means for measuring a waiting time when a call from the caller terminal shifts to a waiting state;
A selection means for sending a message for selecting whether to call the caller terminal again after a predetermined time elapses when the call waiting time from the caller terminal exceeds a predetermined maximum waiting time;
When a call is made again by the caller terminal, the caller specifying information acquired from the caller terminal is stored in the database, which is information for specifying the caller using the caller terminal. Thereafter, each time a call from the caller terminal is accepted, caller specifying means for checking whether the caller specifying information acquired from the caller terminal matches the caller specifying information stored in the database; ,
When the caller identification information acquired from the caller terminal matches the caller identification information stored in the database when the call from the caller terminal is accepted, the call from the caller terminal Priority determining means for setting priorities such that
A call connection control system comprising call connection means for connecting a call from the caller terminal to the callee terminal according to the priority determined by the priority determination means.   When the caller specifying information acquired from the caller terminal is stored in the database, the caller specifying means is connected to the callee terminal by the call connection means. The call connection control system according to claim 1, wherein the caller identification information is deleted from the database at a point in time.   When the waiting time of a call from the caller terminal exceeds a predetermined maximum waiting time, the selection means calls the caller terminal again after a predetermined time elapses, or waits as it is The call connection control system according to claim 2, wherein a message for selecting any of the above is sent.   The caller specifying means, when it is selected to make a call again by the caller terminal, together with the caller specifying information acquired from the caller terminal, a predetermined time designated to call the caller terminal again The call connection control system according to claim 2 or 3, wherein information capable of identifying a specified time after elapse is stored in the database. Each time the caller identification means accepts a call from the caller terminal, the caller identification information acquired from the caller terminal matches with the caller identification information stored in the database, Check that the time at which the call is accepted from the caller terminal approximates the information of the specified time stored in the database with a certain degree of approximation,
The priority determination means matches the caller identification information acquired from the caller terminal with the caller identification information stored in the database when the call from the caller terminal is accepted, and The call priority from the caller terminal is set higher when the call reception time from the caller terminal is approximated with a certain degree of approximation to the information on the designated time stored in the database. 5. The call connection control system according to 4.   5. The call connection control system according to claim 4, wherein the caller identification unit deletes caller identification information from the database when a predetermined time has elapsed from a designated time designated to call the caller terminal again. Call connection control for controlling connection of the call to one or more recipient terminals having the predetermined telephone number in common when a call is transmitted from the calling terminal to the predetermined telephone number In the device
A waiting time measuring means for measuring a waiting time when a call from the caller terminal shifts to a waiting state;
A selection means for sending a message for selecting whether to call the caller terminal again after a predetermined time elapses when the call waiting time from the caller terminal exceeds a predetermined maximum waiting time;
When a call is made again by the caller terminal, the caller specifying information acquired from the caller terminal is stored in the database, which is information for specifying the caller using the caller terminal. Thereafter, each time a call from the caller terminal is accepted, caller specifying means for checking whether the caller specifying information acquired from the caller terminal matches the caller specifying information stored in the database; ,
When the caller identification information acquired from the caller terminal matches the caller identification information stored in the database when the call from the caller terminal is accepted, the call from the caller terminal Priority determining means for setting priorities such that
A call connection control device comprising: call connection means for connecting a call from the caller terminal to the callee terminal in accordance with the priority determined by the priority determination means.   When the caller specifying information acquired from the caller terminal is stored in the database, the caller specifying means is connected to the callee terminal by the call connection means. The call connection control device according to claim 7, wherein the caller identification information is deleted from the database at a point in time.   When the waiting time of a call from the caller terminal exceeds a predetermined maximum waiting time, the selection means calls the caller terminal again after a predetermined time elapses, or waits as it is The call connection control device according to claim 8, wherein a message for selecting any of the above is sent.   The caller specifying means, when it is selected to make a call again by the caller terminal, together with the caller specifying information acquired from the caller terminal, a predetermined time designated to call the caller terminal again The call connection control device according to claim 8 or 9, wherein information capable of identifying a specified time after elapse is stored in the database. Each time the caller identification means accepts a call from the caller terminal, the caller identification information acquired from the caller terminal matches with the caller identification information stored in the database, Check that the time at which the call is accepted from the caller terminal approximates the information of the specified time stored in the database with a certain degree of approximation,
The priority determination means matches the caller identification information acquired from the caller terminal with the caller identification information stored in the database when the call from the caller terminal is accepted, and The call priority from the caller terminal is set higher when the call reception time from the caller terminal is approximated with a certain degree of approximation to the information on the designated time stored in the database. 10. The call connection control device according to 10.   The call connection control device according to claim 10, wherein the caller identification unit deletes the caller identification information from the database when a predetermined time has elapsed from a designated time designated to call the caller terminal again. Call connection control for controlling connection of the call to one or more recipient terminals having the predetermined telephone number in common when a call is transmitted from the calling terminal to the predetermined telephone number In the call connection control method performed in the device,
A first step in which a waiting time measuring means measures a waiting time when a call from the caller terminal shifts to a waiting state;
When the waiting time of the call from the caller terminal exceeds a predetermined maximum waiting time, the selection unit sends a message that causes the caller terminal to select whether or not to call again after the predetermined time has elapsed. A second step;
When the caller identification means is selected to make a call again by the caller terminal, the caller is information for specifying a caller who uses the caller terminal and is acquired from the caller terminal. A third step of storing specific information in a database;
Thereafter, each time the caller identification unit accepts a call from the caller terminal, the caller identification information acquired from the caller terminal matches with the caller identification information stored in the database. A fourth step;
When priority determination means accepts a call from the caller terminal, if the caller identification information acquired from the caller terminal matches the caller identification information stored in the database, A fifth step of setting a priority so that a call from a caller terminal has a higher priority;
Call connection means comprising: a sixth step of connecting a call from the caller terminal to the callee terminal according to the priority order determined by the priority determination means. Control method.   When the caller identification information acquired from the caller terminal is stored in the database, a call from the caller terminal is connected to the callee terminal by the call connection means. The call connection control method according to claim 13, further comprising a seventh step of deleting caller identification information from the database at a point in time.   In the second step, if the waiting time of a call from the caller terminal exceeds a predetermined maximum waiting time, the selection means calls the caller terminal again after a predetermined time elapses. The call connection control method according to claim 14, wherein a message for selecting whether to wait or not is sent.   In the third step, when the caller identification means is selected to make a new call by the caller terminal, the caller identification information acquired from the caller terminal is added to the caller terminal. The call connection control method according to claim 14 or 15, wherein information capable of identifying a designated time after a predetermined time designated to make a call is stored in the database. In the fourth step, each time the caller specifying means accepts a call from the caller terminal, the caller specifying information acquired from the caller terminal is stored in the database. Check whether they match, and check whether the time at which the call is accepted from the caller terminal approximates the information of the specified time stored in the database with a certain degree of approximation,
In the fifth step, when the priority determination unit accepts a call from the caller terminal, caller identification information acquired from the caller terminal is stored in the database. The priority of the call from the caller terminal when the call time from the caller terminal matches with the specified time information stored in the database with a certain degree of approximation The call connection control method according to claim 16, wherein a high is set.   17. The method according to claim 16, further comprising an eighth step of deleting the caller specifying information from the database when a predetermined time has elapsed from a specified time at which the caller specifying unit has specified to call the caller terminal again. The call connection control method as described. Call connection control for controlling connection of the call to one or more recipient terminals having the predetermined telephone number in common when a call is transmitted from the calling terminal to the predetermined telephone number In the program to be executed by the device,
A first step in which a waiting time measuring means measures a waiting time when a call from the caller terminal shifts to a waiting state;
When the waiting time of the call from the caller terminal exceeds a predetermined maximum waiting time, the selection unit sends a message that causes the caller terminal to select whether or not to call again after the predetermined time has elapsed. A second step;
When the caller identification means is selected to make a call again by the caller terminal, the caller is information for specifying a caller who uses the caller terminal and is acquired from the caller terminal. A third step of storing specific information in a database;
Thereafter, each time the caller identification unit accepts a call from the caller terminal, the caller identification information acquired from the caller terminal matches with the caller identification information stored in the database. A fourth step;
When priority determination means accepts a call from the caller terminal, if the caller identification information acquired from the caller terminal matches the caller identification information stored in the database, A fifth step of setting a priority so that a call from a caller terminal has a higher priority;
And a sixth step of connecting the call from the caller terminal to the callee terminal according to the priority order determined by the priority determination means.

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