JP2005332179A - Communication device, communication system, and communication method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a communication device capable of simply displaying a screen specified by an operator at a portable device terminal while a communication line is connected between the portable device terminal used by a user and a communication terminal used by the operator. <P>SOLUTION: An access server 15 memorizes a URL designated by the operator into a memory zone prepared for the user in a memory section provided in the access server 15 on the basis of a provided screen memory function. Then, the access server 15 receives a transmission request of page data based on the URL memorized in the memory zone prepared for the user from a mobile phone 11 while the communication line is connected between the mobile phone 11 and a land-line phone 14 (step S51), and acquires the URL by referring to the memory zone prepared for the user (step S52), and acquires the page data from screen DB of the memory section based on the URL (step S53), and transmits the page data to the mobile phone 11 (step S55). <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a communication device, a communication system, and a communication method for transmitting page data to a mobile terminal.

  Conventionally, telephones called call centers in many service businesses such as order reception in securities business, processing in the event of an accident in insurance service business, order reception in mail order business, account balance inquiry / consultation / transfer application reception in financial business A reception desk is set up. The call center collects and accepts telephone calls such as consultations and applications from service users (users).

In such a call center, a telephone reception system as described in Patent Document 1 is adopted, and a telephone call from a user is distributed to each service provider (operator) so as to be able to talk directly, thereby improving the service. To be able to.
JP 2003-32371 A

  However, since the operator explains to the user only by voice, the explained content may not be accurately transmitted to the user, and is not suitable for providing a complicated and advanced service. Similarly, since the user asks the operator a question only by voice, the questioned content may not be accurately transmitted to the operator. For example, even if an operator displays a web page acquired from the Internet or the like on a personal computer and explains the information on the web page to the user, the explanation is not transmitted accurately. Similarly, even when a user displays a web page on a mobile phone and asks the operator about the information on the web page, the question is not accurately conveyed.

  The present invention has been made paying attention to such problems existing in the prior art, and its purpose is to connect a telephone line between a mobile terminal used by a user and a telephone terminal used by an operator. It is another object of the present invention to provide a communication device, a communication method, and a communication system that can display the same screen on a display terminal used by an operator and the portable terminal.

  In order to achieve the above object, the invention according to claim 1 is configured to display a screen based on page data and to be used by a user configured to be able to connect a telephone line, and an operator. In a communication apparatus connected to a display terminal to be used and provided with data storage means for storing page data, a call line between a call terminal used by an operator configured to be able to connect a call line and the portable terminal Is connected, a connection means for associating a terminal identifier for specifying the portable terminal to which page data is transmitted, an operator number for specifying the display terminal, and an address for specifying the page data selected by the operator The terminal identifier associated with the operator number of the display terminal by the connection means. The provision screen storage means for storing the relationship and the mobile terminal receives a page data transmission request based on the address selected by the operator from the mobile terminal when the mobile terminal is connected to the call terminal. The address associated with the terminal identifier of the portable terminal with reference to the provided screen storage means, and acquires page data from the data storage means based on the address, the page data The gist of the present invention is to provide provision screen transmission means for transmitting to a portable terminal.

  The invention according to claim 2 is configured to be able to display a screen based on page data, and to be configured to be able to display a screen based on page data, and a portable terminal used by a user configured to be able to connect a telephone line. A communication terminal connected to a display terminal used by the operator and provided with a data storage means for storing page data. And a connection means for associating a terminal identifier for identifying the portable terminal that is the transmission destination of page data with an operator number for identifying the display terminal, and displayed on the portable terminal. History storage means for storing the address of the page data of the screen in association with the terminal identifier of the mobile terminal; and When a request to transmit page data of a screen displayed on the mobile terminal is received from the display terminal when a telephone line is connected between the display terminals, the connection means refers to the history storage means and the connection means A display screen that acquires an address associated with the terminal identifier associated with the operator number of the display terminal, acquires page data from the data storage unit based on the address, and transmits the page data to the display terminal The gist is that a transfer means is provided.

  The invention according to claim 3 is configured to be able to display a screen based on page data and to be able to connect a telephone line to a mobile terminal used by a user configured to be able to connect the telephone line. A data storage in which a call terminal used by an operator, a display terminal used by an operator configured to be able to display a screen based on page data, the display terminal and the portable terminal are connected, and page data is stored In the communication system configured by the communication device provided with the means, the communication device is configured to connect the call line between the call terminal used by the operator configured to be able to connect the call line and the portable terminal. A connection means for associating a terminal identifier for specifying the portable terminal to which page data is transmitted and an operator number for specifying the display terminal; Provision screen storage means for receiving an address designating page data selected by an operator from the display terminal and storing the address in association with the terminal identifier associated with the operator number of the display terminal at the connection means And when the mobile terminal is connected to the operator's call terminal and receives a page data transmission request based on the address selected by the operator from the mobile terminal, the provided screen storage Providing screen transmission for obtaining an address associated with the terminal identifier of the portable terminal with reference to the means, obtaining page data from the data storage means based on the address, and sending the page data to the portable terminal The gist is that a means is provided.

  The invention according to claim 4 is configured to be able to display a screen based on page data and to be able to connect a telephone line to a mobile terminal used by a user configured to be able to connect the telephone line. A data storage in which a call terminal used by an operator, a display terminal used by an operator configured to be able to display a screen based on page data, the display terminal and the portable terminal are connected, and page data is stored In the communication system configured by the communication device provided with the means, the communication device is configured to connect the call line between the call terminal used by the operator configured to be able to connect the call line and the portable terminal. A connection means for associating a terminal identifier for specifying the portable terminal to which page data is transmitted and an operator number for specifying the display terminal; When the mobile terminal is connected to a call line between the history storage means for storing the page data address of the screen displayed on the mobile terminal in association with the terminal identifier of the mobile terminal, and the mobile terminal In addition, when receiving a transmission request for the page data of the screen displayed on the portable terminal from the display terminal, the connection means is associated with the operator number of the display terminal with reference to the history storage means The gist is provided with display screen transfer means for obtaining an address associated with the terminal identifier, obtaining page data from the data storage means based on the address, and transmitting the page data to the display terminal. .

  The invention according to claim 5 is the invention according to claim 3 or claim 4, further comprising a relay device to which a plurality of the call terminals are connected, and the relay device issues a call line connection request from the portable terminal. When received, the gist is to select a call terminal to which the call line is not connected, and to send a connection request to the call terminal so as to connect the mobile terminal and the call line.

  The invention according to claim 6 is configured to be able to display a screen based on page data, and to be configured to be able to display a screen based on page data, and a portable terminal used by a user configured to be able to connect a telephone line. In a communication method in which a communication device connected to a display terminal used by an operator and provided with data storage means for storing page data transmits page data to the portable terminal, the communication device A terminal identifier for specifying the portable terminal to which page data is transmitted when the call line is connected between the portable terminal and a call terminal used by an operator configured to be connectable to the line; and the display A connection process for associating an operator number for specifying a terminal and an address for designating page data selected by the operator are received from the display terminal. Provided screen storage processing for storing the address in association with the terminal identifier associated with the operator number of the display terminal by the connection means, and the mobile terminal connects a telephone line with the operator's telephone terminal When receiving a page data transmission request based on the address selected by the operator from the portable terminal, an address associated with the terminal identifier of the portable terminal stored in the provision screen storage process is The gist is to obtain the page data from the data storage means based on the address, and to execute a provision screen transmission process for transmitting the page data to the portable terminal.

  The invention according to claim 7 is configured to be able to display a screen based on page data, and to be configured to be able to display a screen based on page data, and a portable terminal used by a user configured to be able to connect a telephone line. In a communication method in which a communication device connected to a display terminal used by an operator and provided with data storage means for storing page data transmits page data to the display terminal, the communication device A terminal identifier for specifying the portable terminal to which page data is transmitted when the call line is connected between the portable terminal and a call terminal used by an operator configured to be connectable to the line; and the display A connection process for associating an operator number for specifying a terminal, and an address of page data of a screen displayed on the mobile terminal is the terminal of the mobile terminal History storage processing associated with a separate child and transmission of page data of a screen displayed on the mobile terminal from the display terminal when the mobile terminal is connected to the call terminal. When a request is received, an address associated with the terminal identifier associated with the operator number of the display terminal is acquired by the connection means stored in the history storage process, and the data is obtained based on the address. The gist is to execute display screen transfer processing for acquiring page data from the storage means and transmitting the page data to the display terminal.

  ADVANTAGE OF THE INVENTION According to this invention, the screen designated by the operator can be easily displayed on the portable terminal in a state where the telephone line is connected between the portable terminal used by the user and the call terminal used by the operator.

Hereinafter, an embodiment embodying the present invention will be described.
FIG. 1 is a block diagram showing a configuration of the communication system 10. As shown in FIG. 1, a mobile phone 11 as a mobile terminal used by a user who is a service user is connected to a reception server 13 as a relay device via a mobile communication network. The reception server 13 is connected with a plurality of fixed telephones 14 as telephone terminals used by an operator as a service provider. The mobile phone 11 is connected to an access server 15 as a communication device via a mobile communication network. The access server 15 is connected to a plurality of personal computers (hereinafter referred to as personal computers) 16 as display terminals used by the operator. Further, the access server 15 is connected to the reception server 13. Note that one fixed telephone 14 is paired with one personal computer 16, and the operator of this embodiment uses the fixed telephone 14 and the personal computer 16 one by one.

  The mobile phone 11 has a display function for displaying a Web page (screen) provided by the access server 15 via the mobile communication network. That is, the mobile phone 11 receives page data from the access server 15 by inputting a desired URL (Uniform Resource Locator) as an address for specifying page data of the Web page, and selects the Web page based on the page data. It can be displayed. Further, the mobile phone 11 has a call function, and when a predetermined number is input by a button operation, a connection request is made to a terminal that is designated by the number. When the designated terminal responds to the connection request by the call function or when a connection request is received from another terminal, the mobile phone 11 connects the call line when the button is operated to respond to the connection request. It comes to connect. Note that the mobile phone 11 according to the present embodiment is configured to receive a page data by a display function and display a Web page in a state where a telephone line is connected by a call function.

  The fixed phone 14 used by the operator has a call function similar to that of the mobile phone 11. Accordingly, the operator can use the fixed telephone 14 to connect the mobile phone 11 and the telephone line and make a call with the user who uses the mobile telephone 11. The operator uses the fixed telephone 14 to provide the user with various reception services such as a ticket purchase method. The personal computer 16 used by the operator has a display function for displaying a Web page provided by the access server 15 on the personal computer 16, as with the mobile phone 11. Therefore, in the present embodiment, the operator can call the user's mobile phone 11 using the fixed phone 14, acquire the page data using the personal computer 16, and display the web page on the personal computer 16.

  Next, the reception server 13 will be described. The reception server 13 has a calling function for specifying an operator who is not connected to a telephone line and calling a fixed telephone 14 used by the operator when a connection request for the telephone line is made from the mobile phone 11.

  Specifically, as shown in FIG. 5, a connection destination telephone number designating the reception server 13 is input by the mobile phone 11, the mobile phone number is received from the mobile phone 11, and a call with the fixed phone 14 is performed. Upon receipt of the line connection request (step S31), the reception server 13 identifies the operator's fixed telephone 14 to which the telephone line is not connected, using the calling function. The mobile phone number is a phone number indicating the mobile phone 11 to which the call line is connected when the call line is connected. And the reception server 13 calls the fixed telephone 14 of the specified operator (step S32). When the operator responds to the connection request with the fixed telephone 14 (step S33), the reception server 13 notifies the access server 15 that the telephone line is connected and also receives the connection request source mobile phone received at the time of the connection request. The operator ID as an operator number unique to the number and the connection source operator is transmitted (step S34). The operator ID is a number for identifying the set of fixed telephone 14 and the personal computer 16 used by the operator. When the operator starts using the fixed telephone 14 and the personal computer 16, the operator's button operation is performed. Are input to the personal computer 16 and transmitted to the reception server 13 and the access server 15. Then, the reception server 13 and the access server 15 can identify the fixed telephone 14 and the personal computer 16 used by the operator indicated by the operator ID from the operator ID. In addition, after the operator ID is transmitted to the reception server 13 and the access server 15, the operator ID can be specified from the fixed telephone 14 and the personal computer 16.

  Next, the access server 15 will be described. The access server 15 includes a storage unit 20 in which a database (hereinafter simply referred to as “DB”) and the like are stored. Specifically, operator DB 20a storing a list of operator IDs for authenticating an operator, screen DB 20b storing page data of a Web page, and page data (Web page) transmitted to the mobile phone 11 are designated. An access log DB 20c that stores a history of URLs to be stored is stored in the storage unit 20. The storage unit 20 also has an area for storing a URL for designating a Web page by the operator. Accordingly, the storage unit 20 of the present embodiment functions as a data storage unit.

  The access server 15 has various functions for displaying the same Web page on the mobile phone 11 and the personal computer 16. Hereinafter, various functions of the access server 15 will be described.

  The access server 15 has an authentication function for authenticating the operator. Specifically, as shown in FIG. 2, when an operator ID is input to the personal computer 16 by an operator's operation and the operator ID is transmitted from the personal computer 16 to the access server 15 (step S11), the access server 15 receives the operator ID. The access server 15 authenticates the operator by referring to the operator DB 20a to determine whether or not the received operator ID is stored (step S12). If the operator ID is not stored, the access server 15 determines that the access is unauthorized and rejects the access. On the other hand, when the operator ID is stored, the access server 15 determines that the access is from a legitimate operator and waits until a call as shown in FIG. The page data (hereinafter referred to as a standby screen) is transmitted to the personal computer 16 (step S13).

  The access server 15 has a terminal information storage function for receiving the mobile phone number and the machine number from the mobile phone 11 and storing the mobile phone number and the machine number in the storage unit 20 in association with the login request. doing. Specifically, as shown in FIG. 3, when the access server 15 receives the mobile phone number and the machine number from the mobile phone 11 and receives a login request (step S21), the access server 15 relates the mobile phone number and the machine number. Then, it is stored in the storage unit 20 (step S22). Thereafter, the access server 15 acquires page data of a Web page (hereinafter referred to as an initial screen) for starting a call with the operator (step S23), and transmits the page data to the mobile phone 11. (Step S24). Therefore, in the present embodiment, the storage unit 20 serves as a terminal information storage unit.

  When the access server 15 receives a page data transmission request from the mobile phone 11, the access server 15 accesses the URL specifying the page data in association with a machine number as a terminal identifier unique to the requesting mobile phone 11. It has a history function for storing in the log DB 20c. Specifically, as shown in FIG. 4, when the access server 15 receives the machine number, the mobile phone number, and the URL from the mobile phone 11, and receives a page data transmission request based on the URL (step S25), The URL of the page data to be transmitted to the mobile phone 11 in association with the received machine number is stored in the access log DB 20c (step S26). Therefore, the storage unit 20 of this embodiment functions as a history storage unit that stores the URL and the machine number in association with each other. The access server 15 then acquires page data from the screen DB 20b based on the URL (step S27), and transmits the page data to the mobile phone 11 (step S28). As a result, the access log DB 20c stores the URL history specifying the page data transmitted from the access server 15 to the mobile phone 11 in association with the machine number.

  Further, the access server 15 has an area securing function for securing the user storage area 20 d in the storage unit 20 when a telephone line is connected between the mobile phone 11 and the fixed telephone 14. Specifically, as shown in FIG. 5, when the mobile phone number and operator ID of the connection request source received at the time of the connection request are received together with the notification that the telephone line is connected from the reception server 13 (step S34), The access server 15 refers to the storage unit 20 and identifies the machine number associated with the mobile phone number by the terminal information storage function. Then, the access server 15 secures the user storage area 20d associated with the machine number in the storage unit 20 (step S35). That is, the user storage area 20d is secured for each user, and the user can be distinguished from the machine number of the mobile phone 11 used by the user.

  The access server 15 associates the machine number with the operator ID when receiving the connection request source mobile phone number and operator ID received at the time of the connection request together with the notification that the telephone line is connected from the reception server 13. To. Then, after the user storage area 20d is secured, the access server 15 sends a preparation completion notification to the fixed telephone 14 that the preparation for providing the service is complete (step S36). The fixed telephone 14 that has received the preparation completion notice from the access server 15 connects the mobile phone 11 to the telephone line (step S37). Therefore, in this embodiment, the access server 15 becomes a connection means. Further, when a transmission request for page data is transmitted from the personal computer 16 in a state where the telephone line is connected, the page data is transmitted from the access server 15 to the personal computer 16.

  Further, the access server 15 has a provision screen storage function for storing the URL in the user storage area 20d when receiving a request to store the URL designated by the operator. This will be specifically described. As shown in FIG. 6, the access server 15 receives the URL designated by the operator, the machine number, and the operator ID from the personal computer 16 and receives a confirmation request for confirming the Web page provided to the mobile phone 11. (Step S41), page data is acquired from the screen DB 20b based on the URL specified by the operator (Step S42). Then, the access server 15 transmits the acquired page data to the operator's personal computer 16 based on the received operator ID (step S43). Thereafter, the access server 15 receives the URL, machine number, and operator ID from the personal computer 16, determines the URL (URL specified by the operator) that specifies the Web page provided to the mobile phone 11, and uses the URL for the user. A request to store in the storage area 20d is received (step S44). Then, the access server 15 stores the URL in association with the machine number in the user storage area 20d specified from the received machine number (step S45). Thus, the URL specified by the operator is stored in the user storage area 20d in association with the machine number. In step S44, upon receiving a request not to store the URL in the user storage area 20d, the access server 15 ends the processing by the provision screen storage function as it is. Accordingly, the storage unit 20 of the present embodiment functions as a provision screen storage unit that stores the received URL and the machine number in association with each other.

  When the access server 15 receives a page data transmission request based on the URL stored in the user storage area 20d from the mobile phone 11, the access screen 15 transmits the page data based on the URL to the mobile phone 11. Have Specifically, as shown in FIG. 7, the access server 15 receives a URL specifying the user storage area 20 d from the mobile phone 11 and stores it in the user storage area 20 d specified by the URL. When a page data transmission request based on the URL is received (step S51), the user storage area 20d is specified from the received URL. Then, the access server 15 acquires the URL stored in the user storage area 20d in association with the machine number of the mobile phone 11 (step S52). The access server 15 acquires page data from the screen DB 20b based on the acquired URL (step S53). Then, the access server 15 edits the page data so that the acquired page data can be displayed on the mobile phone 11 (step S54). The access server 15 transmits the edited page data to the mobile phone 11 (step S55). With this provision screen transmission function, the mobile phone 11 displays a Web page based on the URL specified by the operator and stored in the user storage area 20d. Therefore, the access server 15 of this embodiment functions as a providing screen transmission unit that transmits page data to the mobile phone 11 based on the address stored in the user storage area 20 d of the storage unit 20. The access server 15 stores the URL acquired in step S52 in the access log DB 20c by the history function.

  Further, when the access server 15 receives a transmission request for the Web page displayed on the user's mobile phone 11 from the personal computer 16, the access server 15 refers to the history of the URL from the access log DB 20 c, and displays the Web page displayed on the mobile phone 11. It has a display screen transfer function for transmitting page data. This will be specifically described. As shown in FIG. 8, the access server 15 receives the machine number and the operator ID from the personal computer 16 and receives the request for transmitting the URL of the Web page displayed on the user's mobile phone 11 (step 62). The history of the URL specified by the machine number is searched from the access log DB 20c. Then, the access server 15 acquires a URL designating the page data transmitted last from the page data transmitted by the access server 15 to the user's mobile phone 11 (step S63). The access server 15 creates page data of a Web page (hereinafter referred to as an access information screen) incorporating a button object that can send a transmission request for page data specified by the acquired URL (step S64). Then, the access server 15 transmits the created page data to the operator's personal computer 16 identified from the operator ID (step S65). As a result, the access information screen is displayed on the personal computer 16 of the operator, and the URL history is displayed. In the present embodiment, only the URL specifying the page data transmitted last is displayed. Thereafter, when the access server 15 receives a transmission request for the page data last transmitted from the personal computer 16 to the mobile phone 11 (step S66), the access server 15 refers to the page data based on the URL acquired by referring to the access log DB 20c. Is acquired from the screen DB 20b (step S67). Then, the access server 15 transmits the page data to the personal computer 16 (step S68). As a result, the Web page currently displayed on the mobile phone 11 is displayed on the personal computer 16 of the operator. Therefore, the access server 15 of this embodiment functions as a display screen transfer unit that transmits page data to the personal computer 16 based on the URL stored in the access log DB 20c of the storage unit 20.

  Further, the access server 15 has an area deletion function for deleting the user storage area 20d when the connection of the telephone line between the mobile phone 11 and the fixed telephone 14 is terminated. Specifically, as shown in FIG. 9, upon receiving a machine number from the personal computer 16 and receiving a notification that the connection of the telephone line has been completed (step S71), the access server 15 associates the machine number with the machine number. The stored user storage area 20d is deleted from the storage unit 20 (step S72). The access server 15 transmits the standby screen page data to the personal computer 16 after deleting the user storage area 20d from the storage unit 20 (step S73).

  Next, the flow until the same Web page (screen) is displayed on the mobile phone 11 and the personal computer 16 in the communication system 10 will be described. It is assumed that the operator has already been authenticated by the access server 15 and a standby screen (see FIG. 11A) is displayed on the personal computer 16. In addition, the mobile phone 11 includes a Web page (FIG. 10A) that includes a button object 100 for sending a page data transmission request of a Web page for logging into the access server 15 (hereinafter referred to as an inquiry screen). Reference) is displayed.

  In this state, when the user selects the button object 100 for sending the inquiry screen page data transmission request, the mobile phone 11 sends the URL indicating the inquiry screen page data and the page data of the inquiry screen to the access server 15. Send a send request. When the access server 15 receives the URL and receives a request to transmit page data of the inquiry screen, the access server 15 acquires the page data from the screen DB 20b based on the URL and transmits the page data to the mobile phone 11. The mobile phone 11 displays an inquiry screen based on the received page data (see FIG. 10B).

  Next, it is assumed that the user inputs his / her mobile phone number in the text box 101a on the inquiry screen, and selects the button object 101b for transmitting a login request by button operation. When the button object 101b is selected, the mobile phone 11 transmits the machine number and the mobile phone number to the access server 15, and sends a login request to the access server 15. Upon receiving the login request, the access server 15 acquires page data of the initial screen from the screen DB 20 b and transmits it to the mobile phone 11. At that time, the access server 15 temporarily stores the machine number and the mobile phone number in the storage unit 20 by the terminal information storage function.

  The mobile phone 11 that has received the page data displays an initial screen based on the page data (see FIG. 10C). In this initial screen, a button object 102a for calling the operator and a button object 102b indicating screen update are displayed. A connection destination telephone number for designating the reception server 13 is associated with the button object 102a for calling the operator, and the mobile phone 11 is connected to the reception server 13 by selecting the button object 102a. In response to this, a connection request for a telephone line is sent. Further, a URL for designating the user storage area 20d is associated with the button object 102b indicating screen update. When the button object 102b indicating the screen update is selected, the mobile phone 11 stores the URL stored in the user storage area 20d in relation to the machine number of the mobile phone 11 with respect to the access server 15. A page data transmission request based on the URL is sent.

  Here, when the user selects the button object 102 a for calling the operator, the mobile phone 11 sends a call line connection request to the reception server 13. The reception server 13 that has received the connection request specifies the fixed telephone 14 by the calling function (see FIG. 5) and calls the fixed telephone 14. When there is a response from the fixed telephone 14, the reception server 13 notifies the access server 15 that a telephone line is connected. Upon receiving the notification, the access server 15 secures the user storage area 20d by the area securing function (see FIG. 5). Further, the access server 15 specifies the machine number of the mobile phone 11 having the mobile phone number from the mobile phone number received from the reception server 13, and associates the specified machine number with the operator ID received from the reception server 13. Data communication. Thereafter, the access server 15 sends a preparation completion notification to the fixed telephone 14. Then, since the fixed telephone 14 connects the telephone line with the mobile phone 11, the operator and the user can talk.

  Thereafter, when the operator selects the button object 201 indicating the start displayed on the standby screen, a new Web page (hereinafter referred to as a call start) indicating that a call has started between the mobile phone 11 and the landline phone 14 is selected. (Refer to FIG. 11B), and the mobile phone number of the mobile phone 11 to which the telephone line is connected is displayed on the personal computer 16.

  In this state, when the operator inputs a URL in the text box 202 in order to designate a Web page to be displayed on the mobile phone 11 on the personal computer 16, the personal computer 16 transmits the URL and the like to the access server. Then, a confirmation request for confirming the Web page provided to the mobile phone 11 is sent. Upon receiving the confirmation request, the access server 15 transmits page data based on the received URL to the personal computer 16 by the provided screen storage function (see FIG. 6). The personal computer 16 displays a Web page based on the page data in a part of the display area of the personal computer 16 (in this embodiment, the lower left of the display area) (see FIG. 12C). When the operator confirms the Web page and selects the button object 203 indicating registration, the personal computer 16 transmits the URL, the machine number, and the operator ID, and determines the URL that specifies the Web page to be provided to the mobile phone 11. , A request to store the URL in the user storage area is sent. The access server 15 stores the URL in the user storage area 20d specified from the machine number received in response to the request by the provision screen storage function (see FIG. 6).

  After that, it is assumed that the operator urges the user to select the button object 102b indicating screen update by calling and the user selects the button object 102b indicating screen update. When the user selects the button object 102b indicating screen update, the mobile phone 11 sends a page data transmission request based on the URL stored in association with the machine number in the user storage area 20d to the access server 15. . In response to the transmission request, the access server 15 transmits page data based on the URL stored in the user storage area 20d to the mobile phone 11 by the provided screen transfer function (see FIG. 7).

  The mobile phone 11 that has received the page data displays a Web page based on the page data (see FIG. 10D). As a result, the same Web page is displayed on the operator's personal computer 16 (FIG. 12C) and the user's mobile phone 11 (FIG. 10D).

  In this state, it is assumed that the user has input a URL to the mobile phone 11 in order to acquire a new Web page. When the user inputs a URL on the mobile phone 11, the mobile phone 11 transmits the URL, the mobile phone number, and the machine number to the access server 15 and sends a transmission request for the page data specified by the URL. . The access server 15 associates the URL with the machine number by the history function (see FIG. 4) and stores it in the access log DB 20c. Then, the access server 15 transmits page data to the mobile phone 11 based on the URL. The mobile phone 11 that has received the page data displays a new Web page (see FIG. 10E).

  In this state, the user urges the operator to view the web page displayed on the mobile phone 11 in a call, and the operator selects the button object 204 indicating the screen update displayed at the lower right of the call start screen. This will be described below. When the button object 204 is selected, the personal computer 16 transmits a machine number and an operator ID to the access server 15, and sends a transmission request for the page data of the Web page displayed on the user's mobile phone 11. . Upon receiving the transmission request, the access server 15 uses the display screen transfer function (see FIG. 8) to page data based on the latest URL among the URLs stored in association with the machine number in the user storage area 20d. Is transmitted to the personal computer 16.

  The personal computer 16 that has received the page data displays a Web page based on the page data in a part of the display area (in the present embodiment, the lower right of the display area) (see FIG. 12D). Thereby, the operator can display the Web page last displayed on the mobile phone 11 by the user, that is, the Web page currently displayed on the mobile phone 11 (FIG. 10E) on the personal computer 16.

As described above in detail, this embodiment has the following effects.
(1) The access server 15 stores the URL specified by the operator in the user storage area 20d of the storage unit 20 based on the provided screen storage function. Then, the access server 15 provides a page based on the URL stored in the user storage area 20d from the mobile phone 11 in a state where the call line is connected between the mobile phone 11 and the fixed phone 14 by the provided screen transmission function. When the data transmission request is received, the URL stored in the user storage area 20d is acquired with reference to the storage unit 20. The access server 15 acquires page data from the screen DB 20 b of the storage unit 20 based on the URL, and transmits the page data to the mobile phone 11. For this reason, the operator can easily display a Web page based on the URL specified by the operator on the user's mobile phone 11 in a state where the telephone line between the mobile phone 11 and the fixed phone 14 is connected. Moreover, since the Web page based on the URL specified by the operator can be displayed on the mobile phone 11 simply by selecting the button object 102b indicating the screen update on the mobile phone 11, the user is able to display the URL verbally transmitted from the operator. Is not required to be input directly, and the user's trouble can be saved. Therefore, the operator can display the web page designated by the operator on the user's mobile phone 11 for explanation, so that the user's understanding of the operator's explanation can be improved.

  (2) The access server 15 transmits the page data to the mobile phone 11 based on the URL received from the mobile phone 11, and the URL received from the mobile phone 11 in the access log DB 20c by the history function (that is, the mobile phone 11). (URL of the page data transmitted to the server) is stored. Then, when the access server 15 receives a page data transmission request based on the latest URL stored in the access log DB 20c from the personal computer 16 in a state where the telephone line is connected between the mobile phone 11 and the fixed phone 14. The latest URL is acquired from the URLs related to the mobile phone body number received from the personal computer 16 with reference to the access log DB 20c. The access server 15 acquires page data from the screen DB 20 b based on the URL, and transmits the page data to the personal computer 16. For this reason, the operator can easily display the Web page displayed on the user's mobile phone 11 on the operator's personal computer 16 in a state where the telephone line between the mobile phone 11 and the fixed phone 14 is connected. . In addition, the operator does not have to directly input the URL that has been verbally transmitted from the user on the personal computer 16, and the operator's trouble can be saved. Therefore, the user can display a web page viewed by the user on the operator's personal computer 16 and ask a question, so that the operator's understanding of the user's question can be improved. And since an operator's comprehension degree with respect to a user's question improves, the operator can perform an accurate explanation with respect to a user.

  (3) The access server 15 has an area securing function and area so that the user storage area 20d is secured in the storage unit 20 only when the telephone line between the mobile phone 11 and the fixed telephone 14 is connected. Has a delete function. For this reason, it is not necessary to increase the storage capacity of the storage unit 20 excessively.

  (4) In the display area of the personal computer 16, the Web page displayed by the mobile phone 11 and the Web page designated by the operator are displayed simultaneously. For this reason, it becomes easy for the operator to explain while receiving questions from the user.

  (5) The access screen 15 allows the access server 15 to transmit the page data specified by the URL to the personal computer 16 before the access server 15 stores the URL in the user storage area 20d by the provided screen storage function. The Web page is displayed in a part of the display area of the personal computer 16. For this reason, the Web page provided to the mobile phone 11 can be confirmed in advance, and an incorrect Web page can be prevented from being transmitted to the mobile phone 11.

  (6) When the user selects the button object 102b indicating the update screen by the button operation of the mobile phone 11, the access server 15 transmits the page data to the mobile phone 11, and the mobile phone 11 converts the page data into the page data. Based on this, the web page designated by the operator is displayed. Therefore, the user can easily display the Web page designated by the operator on the mobile phone 11 while talking with the operator.

  (7) When the reception server 13 receives a connection request from the mobile phone 11, the reception server 13 calls the operator to the fixed telephone 14 to which the telephone line is not connected by the call function. This eliminates the need for the user of the mobile phone 11 to stand by in order to connect the telephone line to the operator's fixed telephone 14.

In addition, the said embodiment can be embodied in another embodiment (another example) as follows.
In the above embodiment, the operator uses the fixed phone 14 but may use a mobile phone. The operator uses a set of fixed telephone 14 and personal computer 16, but has a call function and a display function, and a mobile phone that can use the display function with the call line connected (that is, the user Alternatively, a mobile phone having the same function as the mobile phone 11 used may be used instead.

The access server 15 of the above embodiment has a history function and a display screen transfer function, but may not have it.
In the above embodiment, the access server 15 stores the URL specifying the page data in the access log DB 20c and the user storage area 20d. However, the page data may be stored. That is, the access server 15 may store page data to be transmitted to the mobile phone 11 in the access log DB 20c as a user history. Further, the access server 15 may store the page data based on the URL specified by the personal computer 16 (operator) in the user storage area 20d and transmit the page data when transmitting it to the mobile phone 11. . In this way, even if the page data stored in the screen DB 20b is updated with time, the completely same web page can be displayed on the mobile phone 11 and the personal computer 16.

  In the above embodiment, the number for specifying the reception server 13 is used as the connection destination telephone number related to the button object 102a displayed on the inquiry screen, but the number for specifying the fixed telephone 14 of the operator may be used. Specifically, when the access server 15 transmits the page data of the inquiry screen to the mobile phone 11, the telephone number of the fixed telephone 14 to which the telephone line is not connected is received from the reception server 13 and the telephone number is inquired. It is only necessary to transmit it to the mobile phone 11 after being incorporated into the page data.

  In the display screen transfer function of the above embodiment, the access server 15 has transmitted the page data last transmitted by the access server 15 to the mobile phone 11 to the personal computer 16, but the page data transmitted by the access server 15 to the mobile phone 11. One (or a plurality) of page data designated by the personal computer 16 (operator) may be transmitted.

Next, a technical idea that can be grasped from the above embodiment and another example will be added below.
(A) provided with a terminal information storage means for associating and storing the mobile phone number for specifying the mobile terminal of the connection destination and the terminal identification number when a telephone line is connected to the call terminal The connection means receives the mobile phone number of the mobile terminal when a call line is connected between the call terminal and the mobile terminal, and refers to the terminal information storage means to obtain the mobile phone number. A communication apparatus, wherein the associated terminal identifier is associated with the operator number. Thereby, the user's portable terminal that performs data communication with the operator's display terminal can be specified only by connecting the telephone line.

The block diagram which shows the structure of a communication system. The schematic diagram which shows the flow of a process by an authentication function. The schematic diagram which shows the flow of the process by a terminal information storage function. The schematic diagram which shows the flow of a process by a log | history function. The schematic diagram which shows the flow of a process by the process of a calling function, and an area reservation function. The schematic diagram which shows the flow of a process by a provision screen memory | storage function. The schematic diagram which shows the flow of a process by a provision screen transmission function. The schematic diagram which shows the flow of a process by a display screen transmission function. The schematic diagram which shows the flow of the process by an end function. (A)-(e) is a screen transition figure of the web page displayed on a mobile telephone. (A), (b) is a screen transition diagram of the Web page displayed on a personal computer. (C), (d) is a screen transition diagram of a Web page displayed on a personal computer.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 10 ... Communication system, 11 ... Mobile phone, 13 ... Reception server, 14 ... Fixed telephone, 15 ... Access server, 16 ... Personal computer, 20 ... Memory | storage part, 20a ... Operator DB, 20b ... Screen DB, 20c ... Access log DB, 20d: User storage area.

Claims (7)

A data storage means configured to display a screen based on page data and connected to a mobile terminal used by a user configured to be connected to a telephone line and a display terminal used by an operator, and stores page data In the communication device provided with
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection means for associating an operator number for specifying a display terminal;
Provision screen storage means for receiving an address designating page data selected by an operator from the display terminal and storing the address in association with the terminal identifier associated with the operator number of the display terminal at the connection means When,
When the mobile terminal is connected to the call terminal and a call line is connected, when the page data transmission request based on the address selected by the operator is received from the mobile terminal, refer to the provided screen storage means And providing screen transmission means for obtaining an address associated with the terminal identifier of the portable terminal, obtaining page data from the data storage means based on the address, and transmitting the page data to the portable terminal. Communication equipment. A mobile terminal used by a user configured to be able to display a screen based on page data and configured to be able to connect a telephone line, and a display terminal used by an operator configured to be able to display a screen based on page data In a communication device provided with data storage means for storing page data,
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection means for associating an operator number for specifying a display terminal;
History storage means for storing an address of page data of a screen displayed on the mobile terminal in association with the terminal identifier of the mobile terminal;
When the mobile terminal is connected to the call terminal and connected to the call line, when receiving a transmission request for page data of a screen displayed on the mobile terminal from the display terminal, the history storage means Referring to, the connection means obtains an address associated with the terminal identifier associated with the operator number of the display terminal, obtains page data from the data storage means based on the address, and A communication apparatus comprising display screen transfer means for transmitting data to the display terminal. A call terminal used by an operator configured to be able to connect a call line with a portable terminal used by a user configured to be able to display a screen based on page data and configured to be able to connect a call line; Consists of a display terminal used by an operator configured to be able to display a screen based on page data, a communication device connected to the display terminal and the portable terminal, and provided with data storage means for storing page data In a communication system,
The communication device
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection means for associating an operator number for specifying a display terminal;
Provision screen storage means for receiving an address designating page data selected by an operator from the display terminal and storing the address in association with the terminal identifier associated with the operator number of the display terminal at the connection means When,
When the portable terminal is connected to the operator's call terminal and receives a page data transmission request based on the address selected by the operator from the portable terminal, the provided screen storage means Providing screen transmitting means for acquiring an address related to the terminal identifier of the portable terminal, acquiring page data from the data storage means based on the address, and transmitting the page data to the portable terminal; A communication system provided. A call terminal used by an operator configured to be able to connect a call line with a portable terminal used by a user configured to be able to display a screen based on page data and configured to be able to connect a call line; Consists of a display terminal used by an operator configured to be able to display a screen based on page data, a communication device connected to the display terminal and the portable terminal, and provided with data storage means for storing page data In a communication system,
The communication device
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection means for associating an operator number for specifying a display terminal;
History storage means for storing an address of page data of a screen displayed on the mobile terminal in association with the terminal identifier of the mobile terminal;
When the mobile terminal is connected to the call terminal and a call line is connected, when the transmission request for the page data of the screen displayed on the mobile terminal is received from the display terminal, the history storage means is referred to The connection means acquires an address associated with the terminal identifier associated with the operator number of the display terminal, acquires page data from the data storage means based on the address, and the page data A communication system comprising display screen transfer means for transmitting a message to the display terminal. A relay device in which a plurality of the call terminals are connected;
When the relay device receives a call line connection request from the portable terminal, the relay device selects a call terminal to which the call line is not connected, and connects the portable terminal and the call line to the call terminal. The communication system according to claim 3 or 4, wherein a connection request is sent. A mobile terminal used by a user configured to be able to display a screen based on page data and configured to be able to connect a telephone line, and a display terminal used by an operator configured to be able to display a screen based on page data In the communication method in which the communication device provided with the data storage means storing the page data transmits the page data to the mobile terminal,
The communication device
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection process for associating an operator number for identifying a display terminal;
Provision screen storage process for receiving an address designating page data selected by an operator from the display terminal and storing the address in association with the terminal identifier associated with the operator number of the display terminal in the connection process When,
When the mobile terminal is connected to the operator's call terminal and receives a page data transmission request based on the address selected by the operator from the mobile terminal, the provision screen storing process is performed. A provision screen transmission process of obtaining an address associated with the terminal identifier of the portable terminal stored in step S3, obtaining page data from the data storage unit based on the address, and transmitting the page data to the portable terminal. The communication method to execute. A mobile terminal used by a user configured to be able to display a screen based on page data and configured to be able to connect a telephone line, and a display terminal used by an operator configured to be able to display a screen based on page data And a communication device provided with data storage means for storing page data transmits the page data to the display terminal.
The communication device
When a call line is connected between a call terminal used by an operator configured to be able to connect a call line and the portable terminal, a terminal identifier for specifying the portable terminal that is a transmission destination of page data; and A connection process for associating an operator number for identifying a display terminal;
A history storage process for storing an address of page data of a screen displayed on the mobile terminal in association with the terminal identifier of the mobile terminal;
When the portable terminal is connected to the calling terminal and receives a transmission request for page data of the screen displayed on the portable terminal from the display terminal, the history storage process Obtaining an address associated with the terminal identifier associated with the operator number of the display terminal in the stored connection process, obtaining page data from the data storage means based on the address, A communication method for executing a display screen transfer process to be transmitted to the display terminal.

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