JP2006245889A - Information providing system and information providing apparatus - Google Patents

Abstract

Information requested by a user of a held terminal that is put on hold is provided to the held terminal using the time in the held state.
An information providing system in which a call control server receives a hold instruction from a hold source terminal that has performed a call hold operation and sends the hold instruction to an information providing apparatus, and the information is sent from the information providing means. Information providing means for sending provided information to the held terminal via the IP network, and the information providing device 3 includes information providing storage means for storing at least one provided information provided to the held terminal, In the hold state, the information code for identifying the provided information is received from the information providing storage means and the information code recognizing means that accepts the information code received from the held terminal and the information code that the information code recognizing means accepts Information providing means for sending the provided information to the call control server.
[Selection] Figure 1

Description

  The present invention relates to a technique for providing information to a held terminal during a call hold.

The user of the telephone in a call state can perform a hold operation for putting the call on hold. When the hold operation results in a hold state, a predetermined hold sound provided on the hold source telephone (including a circuit switching device such as a PBX) that has performed the hold operation is displayed on the standby held telephone that has been put on hold. Sent out. Further, in Patent Document 1, in the hold state, the hold state is canceled to call another phone by operating the hold phone, or a voice mail input by the user of the hold phone is sent to the hold source phone. It is described.
JP 2000-101718 A

  As described above, in the hold state, a predetermined hold sound prepared on the hold source telephone side is sent to the hold-received telephone. In other words, regardless of the user's request (intention) of the held telephone, the hold sound set on the hold source telephone is unilaterally transmitted. For this reason, when the hold state is prolonged, the user of the held telephone has no choice but to wait meaninglessly until the hold state is released.

  The present invention has been made in view of the above circumstances, and an object of the present invention is to provide information to be held by a user of a held terminal that has been put on hold using the time in the hold state. There is to do.

  In order to solve the above problems, for example, the present invention is an information providing system including a call control server in an IP network and an information providing apparatus connected to the call control server. The call control server receives a hold instruction from the hold source terminal that has performed the call hold operation, and sends a hold recognition means that sends the received hold instruction to the information providing apparatus, and provides the provision information sent from the information providing means. Information sending means for sending to a held terminal placed in a call holding state via an IP network. The information providing apparatus receives from the held terminal an information providing storage means for storing at least one provided information to be provided to the held terminal, and an information code for identifying the provided information in the call holding state. Recognizing means, and providing information corresponding to the information code received by the information code recognizing means from the information providing storage means, and providing information to the call control server.

  According to the present invention, the information requested by the user of the held terminal placed in the hold state can be provided to the hold terminal using the time in the hold state.

  Hereinafter, a first embodiment of the present invention will be described.

  FIG. 1 is an overall configuration diagram of a system to which a first embodiment of the present invention is applied. The illustrated system includes a call control server 1 constructed on an IP network 9A, a private branch exchange (PBX) 2, and an information providing device 3.

  The call control server 1 controls calls such as outgoing / incoming calls of the general telephone 4 (IP telephone) connected to the IP network 9A and outgoing / incoming calls of the general telephone 4 and the PBX 2. Further, the call control server 1 receives the hold recognition unit 11 that receives a hold request sent from the general telephone 4 or the PBX 2, the hold sound sending unit 12 that sends a predetermined hold sound, and the information received from the information providing device 3. And an information transmission unit 13 for transmission.

  The PBX 2 is installed on the premises of a company or the like, and sends / receives a PBX telephone 5 (extension telephone) accommodated (connected) in the PBX 2 and is connected to the call control server 1 of the IP network 9A to connect to the PBX telephone 5 Make / receive calls to / from the general telephone 4. Further, the PBX 2 has a hold notification unit 21 that receives a hold operation of the PBX telephone 5 and notifies the call control server 1 of the hold.

  The information providing device 3 provides various types of information to the telephones 4 and 5 in the hold state via the call control server 1. As shown in the figure, the information providing apparatus 3 includes an information providing unit 31, a hold setting recognition unit 32, a holder authentication unit 33, an information providing DB 34, an information code recognition unit 35, and a hold service DB 36. .

  The information providing unit 31 sends the provided information acquired from the information providing DB 34 to the call control server 1. The hold setting recognition unit 32 receives a hold request from the call control server 1. The holder authentication unit 33 authenticates the hold source terminal (the general telephone 4 or the PBX telephone 5) that has performed the hold operation. The information code recognizing unit 35 determines whether or not the information code received from the held terminal (general telephone 4 or PBX telephone 5) placed in the hold state is correct. The hold service DB 36 is a database in which information of hold source terminals that can use services (providing various information) of the information providing apparatus 3 is stored. Note that the information on the hold source terminal may be, for example, the telephone number or IP address of the hold source terminal.

  The information provision DB 34 is a database in which various types of provision information to be provided to the held terminal and the hold source terminal during the hold are stored. The provided information is data that can be received by the held terminal or the hold source terminal (general telephone 4 or PBX telephone 5), and for example, voice or music can be considered. In addition, when the held terminal or the hold source terminal receives character information or video (moving image data, still image data) or the like and can store or display the information, the provided information stored in the information providing DB 34 is character information or video. There may be.

  The call control server 1, PBX 2, and information providing device 3 described above are all connected to, for example, a CPU, a memory, an external storage device such as an HDD, an input device, an output device, and another device. A general-purpose computer system provided with a communication control device for performing the above and a bus connecting these devices can be used.

  In this computer system, each function of each device is realized by the CPU executing a predetermined program loaded on the memory. For example, the functions of the call control server 1, the PBX 2, and the information providing device 3 are as follows. The CPU of the call control server 1 is a program for the call control server 1 and the CPU of the PBX 2 is a program for the PBX 2 In the case of a program for the information providing apparatus 3, the CPU of the information providing apparatus 3 is realized by executing each program. Note that the memory or the external storage device of the information providing device 3 is used for the hold service DB 36 and the information providing DB 34 of the information providing device 3. In addition, the external storage device, the input device, and the output device are included in each device as necessary.

  Next, the processing of this embodiment will be described.

  FIG. 2 is a processing flow diagram of the hold operation and the hold release operation according to this embodiment. In the illustrated example, a case where the user of the PBX telephone 5 performs a hold operation and a hold release operation in a state where a call is connected between the general telephone 4 and the PBX telephone 5 (call state) will be described below. To do. In this case, the hold source terminal that has performed the hold operation is the PBX telephone 5 accommodated in the PBX 2, and the held terminal that is on hold in the hold state is the general telephone 4.

  First, the PBX telephone 5 receives a hold operation (for example, pressing of a hold button) from the user, and notifies the PBX 2 that the hold state is set (S11). The hold notification unit 21 of the PBX 2 receives a hold instruction, and notifies the call control server 1 on the IP network 9A of a hold request for placing a call with the general telephone 4 that is currently on call (S12). The hold request includes identification information of the hold source terminal (PBX telephone 5) and the held terminal (general telephone 4). When the hold recognition unit 11 of the call control server 1 receives a hold request from the PBX 2, the hold control unit 11 notifies the information providing device 3 of a hold operation instruction (S13). It is assumed that the hold operation instruction includes identification information of the hold source terminal and the held terminal.

  Then, the hold setting recognition unit 32 of the information providing apparatus 3 receives the hold operation instruction from the call control server 1, and notifies the holder authentication unit 33 of the identification information of the hold source terminal included in the hold operation instruction (S14). ). Then, the holder authenticating unit 33 determines whether or not the notified hold source terminal identification information exists in the hold service DB 36 (S15). It is assumed that the service provided by the information providing apparatus 3 can be received only when the identification information of the hold source terminal is registered in the hold service DB 36. Therefore, even when the identification information of the general telephone 4 is registered in the hold service DB 36 and the user of the general telephone 4 performs the hold operation and the general telephone 4 becomes the hold source terminal, the PBX telephone 5 The same processing as when the terminal becomes the hold source terminal is performed.

  When the hold source terminal identification information exists in the hold service DB 36 (S15: OK), the holder authentication unit 33 notifies the hold setting recognition unit 32 that the hold source terminal has been successfully authenticated. Then, the hold setting recognition unit 32 instructs the information code recognition unit 35 to send the service guidance message. The service guidance message is guidance for receiving input of an information code, and is stored in the information providing DB 34. The information code is an identification code for identifying various types of provision information stored in the information provision DB 34. As an example of the service information message, “Enter information code. 01 is A information. 02 is B information. 03 is C information.”

  The information code recognition unit 35 sends the service guidance message acquired from the information provision DB 34 to the call control server 1 through the information provision unit 31 together with the identification information of the held terminal. It is assumed that the identification information of the held terminal is included in the hold operation instruction notified from the call control server 1 in S13 and stored in a memory or the like. Then, the information sending unit 13 of the call control server 1 sends the accepted service guidance message to the held terminal (S16).

  The information sending unit 13 may send the service guidance message to the hold source terminal. As a result, the hold source terminal inputs which information code the held terminal inputs, and at what timing the held terminal inputs the information code (for example, input immediately, listened to the message in a row) Marketing information such as input later).

  The user of the held terminal (general telephone 4) in the hold state listens to the content of the service guidance message and inputs a desired information code using an input device such as a push button. The held terminal transmits the input information code to the information providing device 3 via the hold recognition unit 11 of the call control server 1 by a PB (Push Button) signal.

  Then, the information code recognition unit 35 of the information providing device 3 receives the information code via the hold setting recognition unit 32 and determines whether or not the information code is correct (S16). In other words, the information code recognition unit 35 determines whether or not provided information corresponding to the received information code exists in the information providing DB 34.

  When the information code is correct (S16: OK), the information providing unit 31 acquires the provided information corresponding to the information code from the information providing DB 34 and sends it to the call control server 1 together with the identification information of the held terminal (S17). ). It is assumed that the identification information of the held terminal is included in the hold operation instruction notified from the call control server 1 in S13 and stored in a memory or the like. Then, the information sending unit 13 of the call control server 1 sends the provided information received from the information providing device 3 to the held terminal and the hold source terminal.

  In addition, when receiving the input of a new information code from the held terminal while sending the provision information of the information provision apparatus 3, the information code recognition unit 35 of the information provision apparatus 3 displays the provision information corresponding to the information code. It is determined whether or not the information providing DB 34 exists. If the information providing unit 31 exists in the information providing DB 34, the information providing unit 31 sends the provision information of a new information code. If the information providing unit 31 does not exist in the information providing DB 34, the information providing unit 31 continuously sends out the currently provided providing information.

  On the other hand, when the information code is invalid (S16: NG), the information providing unit 31 acquires an error notification message from the information providing DB 34 and sends it to the call control server 1 (S18). The error notification message is guidance for prompting the user to input a correct information code such as “information code is wrong”. Then, the information sending unit 13 of the call control server 1 sends the error notification message received from the information providing device 3 to the held terminal and the hold source terminal. The information transmission unit 13 interrupts the service guidance message repeatedly transmitted until a correct information code is input, and transmits an error notification message.

  When the identification information of the hold source terminal does not exist in the hold service DB 36 (S15: NG), the holder authentication unit 33 notifies the hold setting recognition unit 32 that the authentication of the hold source terminal has failed. Then, the hold setting recognition unit 32 sends a service provision failure notification to the call control server 1 (S19).

  The hold recognition unit 11 of the call control server 1 notifies the hold source terminal that the service cannot be provided, and instructs the hold sound sending unit 12 to send the hold sound. The hold tone sending unit 12 sends a hold tone (hereinafter referred to as “normal hold tone”) stored in advance in the memory of the call control server 1 or the external storage device to the held telephone and the hold source terminal (S20).

  Next, a hold release process when the user of the hold source terminal (in the illustrated example, the user of the PBX telephone 5) performs an operation of releasing the hold will be described.

  In the hold state (S17, S20), the PBX telephone 5 receives a hold release operation (for example, pressing of a hold button) input from the user, and transmits a hold release instruction to the PBX 2 (S31). The hold notification unit 21 of the PBX 2 receives a hold release instruction and notifies the call control server 1 of a hold release request (S32). Then, whether the hold recognition unit 11 of the call control server 1 is in a state in which the provision information of the information providing apparatus is being sent out in the target hold state (S17) or in a state in which a normal hold sound is being sent out (S20) is discriminated (S33).

  In the case of sending provided information (S17), the hold recognition unit 11 instructs the information sending unit 13 to stop providing information, and the information sending unit 13 stops sending provided information (S34). In the case of a normal hold sound (S20), the hold recognition unit 11 instructs the hold sound sending unit 12 to stop the hold sound, and the hold sound sending unit 12 stops sending the normal hold sound (S35). Then, the hold recognition unit 11 connects the call between the hold source terminal and the hold target terminal, and sets the state before the hold operation (S36). As a result, the general telephone 4 and the PBX telephone 5 are ready to talk.

  In the first embodiment described above, the user of the held terminal that is put on hold inputs a desired information code. As a result, the information providing device 3 can effectively use the time in the hold state and provide the information requested (intended) by the user of the held terminal to the held terminal.

  Next, a second embodiment of the present invention will be described.

  FIG. 3 is an overall configuration diagram of a system to which the second embodiment of the present invention is applied. The illustrated system includes a network (hereinafter, “second network”) 9B different from the IP network 9A, a gateway 8, and a PBX (hereinafter, “second network”) connected to the IP network 9A and the second network 9B. PBX ") 2B is different from the system of the first embodiment (see FIG. 1).

  The second network 9B is, for example, PSTN (Public Switched Telephone Networks) or ISDN (Integrated Services Digital Network). It is assumed that a general telephone (hereinafter referred to as “second general telephone”) 4B is connected to the second network 9B. The gateway 8 connects the IP network 9A and the second network 9B. The second PBX 2B is the same as the PBX 2 in the first embodiment, and controls the PBX telephone (hereinafter referred to as “second PBX telephone”) 5B accommodated (connected) in the PBX 2B.

  FIG. 4 is a processing flow diagram of the hold operation and the hold release operation according to the present embodiment. Note that a case where the user of the second PBX telephone 5B performs a hold operation and a hold release operation in a state where a call is connected from the second general telephone 4B to the second PBX telephone 5B. This will be described below. In this case, the hold source terminal that has performed the hold operation is the second PBX telephone 5B accommodated in the second PBX 2B, and the held terminal that is placed on hold in the hold state is the second general telephone 4B.

  First, the second PBX telephone 5B receives a hold operation from the user, and notifies the second PBX 2B of a hold instruction (S41). Then, the second PBX 2B transfers the incoming call with the second general telephone 4B that is currently talking to the call control server 1 on the IP network 9A. Then, the second PBX 2B notifies the call control server 1 of a hold request to place a call on hold with the second general telephone 4B (S42). The hold request includes the identification information of the hold source terminal (second PBX 2B) that has placed the hold, and the identification information of the hold target terminal (second general telephone 4B) to be put on hold. Shall. Then, the call control server 1 notifies the information providing device 3 of the hold operation instruction (S43).

  The hold setting recognition unit 32 of the information providing device 3 receives the hold operation instruction from the call control server 1 and notifies the holder authentication unit 33 of the identification information of the hold source terminal included in the hold operation instruction (S44). ). Then, the holder authenticating unit 33 determines whether or not the notified hold source terminal identification information exists in the hold service DB 36 (S45).

  When the hold source terminal identification information is present in the hold service DB 36 (S45: OK), the holder authentication unit 33 notifies the hold setting recognition unit 32 that the hold source terminal has been successfully authenticated. The hold setting recognizing unit 32 then instructs the information code recognizing unit 35 to transmit the same guidance message as in the first embodiment.

  The information code recognition unit 35 sends the service guidance message acquired from the information provision DB 34 to the call control server 1 through the information provision unit 31 together with the identification information of the held terminal. It is assumed that the identification information of the held terminal is included in the holding operation instruction notified from the call control server 1 in S43 and stored in a memory or the like.

  Then, the information sending unit 13 of the call control server 1 sends the accepted service guidance message to the held terminal (S46). That is, the information transmission unit 13 of the call control server 1 transmits a service guidance message to the second general telephone via the second network 9B connected by the gateway 8. In this case, since the call control is divided into the second PBX 2B and the call control server 1, it is necessary to cooperate between the second PBX 2B and the call control server 1.

  Then, the user of the held terminal (second general telephone 4B) in the hold state listens to the content of the service guidance message and inputs a desired information code using an input device such as a push button. The held terminal transmits the input information code to the information providing device 3 via the hold recognition unit 11 of the call control server 1 by a PB (Push Button) signal. A PB (Push Button) signal is transmitted from the held terminal to the hold recognition unit 11 of the call control server 1 via the second network 9B, the gateway 8, and the IP network 9A.

  Then, the information code recognition unit 35 of the information providing device 3 receives the information code via the hold setting recognition unit 32 and determines whether or not the information code is correct (S46). When the information code is correct (S46: OK), the information providing unit 31 acquires the provided information corresponding to the information code from the information providing DB 34, and sends it to the call control server 1 together with the identification information of the held terminal (S47). ). It is assumed that the identification information of the held terminal is included in the holding operation instruction notified from the call control server 1 in S43 and stored in a memory or the like. Then, the information sending unit 13 of the call control server 1 sends the provided information received from the information providing device 3 to the held terminal and the hold source terminal. The information sending unit 13 sends the provision information to the second general telephone 4B via the second network 9B connected by the gateway 8.

  On the other hand, when the information code is invalid (S46: NG), the information providing unit 31 acquires an error notification message from the information providing DB 34 and sends it to the call control server 1 (S48). Then, the information sending unit 13 of the call control server 1 sends the error notification message received from the information providing device 3 to the held terminal and the hold source terminal. The information sending unit 13 sends an error notification message to the second general telephone 4B via the second network 9B connected by the gateway 8.

  Further, when the hold source terminal identification information does not exist in the hold service DB 36 (S45: NG), the holder authentication unit 33 notifies the hold setting recognition unit 32 that the authentication of the hold source terminal has failed. Then, the hold setting recognition unit 32 sends a service provision failure notification to the call control server 1 (S49).

  The hold recognition unit 11 of the call control server 1 notifies the hold source terminal that the service cannot be provided, and instructs the hold sound sending unit 12 to send the hold sound. The hold tone sending unit 12 sends a hold tone (hereinafter referred to as “normal hold tone”) stored in advance in the memory of the call control server 1 or the external storage device to the held telephone and the hold source terminal (S50). The information sending unit 13 sends a normal hold sound to the second general telephone 4B via the second network 9B connected by the gateway 8.

  Next, a hold release process when the user of the hold source terminal (in the illustrated example, the user of the second PBX telephone 5B) performs an operation of releasing the hold will be described.

  In the hold state (S47, S50), the second PBX telephone 5B receives the hold release operation input from the user, and transmits a hold release instruction to the second PBX 2B (S61). The hold notification unit 21 of the second PBX 2B receives the hold release instruction and notifies the call control server 1 of the hold release request (S62). Then, the hold recognition unit 11 of the call control server 1 is in a state in which the provision information of the information providing device 3 is being sent out in the target hold state (S47) or in a state in which a normal hold sound is being sent out (S50) is determined (S63).

  In the case of sending provided information (S47), the hold recognition unit 11 instructs the information sending unit 13 to stop providing information, and the information sending unit 13 stops sending provided information (S64). In the case of a normal hold sound (S50), the hold recognition unit 11 instructs the hold sound sending unit 12 to stop the hold sound, and the hold sound sending unit 12 stops sending the normal hold sound (S65). Then, the hold recognition unit 11 cancels the transfer of the incoming call from the hold source terminal (S66). As a result, the call between the second general telephone 4B and the second PBX telephone 5B is connected, and a call can be made.

  The information providing device 3 may provide various information (provided information, service guidance message, etc.) to the second general telephone 4B via the second PBX 2B. That is, various types of information transmitted by the information providing device 3 are temporarily transmitted to the second PBX 2B via the call control server 1 of the IP network 9A. Then, the hold notification unit 21 of the second PBX 2B acquires the identification information of the transmission destination (second general telephone 4B) from the hold recognition unit 11 of the call control server 1 together with various information of the information providing device 3, and the identification information Various information of the information providing device 3 is sent to the second general telephone 4B described in the above. Similarly, the information code input by the held terminal (second general telephone 4B) is once sent through the second PBX 2B to the information providing apparatus 3 in the same manner. This is because the call control server 1 and the information providing apparatus 3 cannot be seen (recognized) from the second general telephone 4B.

  Also in the second embodiment described above, as in the first embodiment described above, the information providing apparatus 3 makes a request (intention) requested by the user of the held terminal by effectively using the time in the holding state. Information can be provided to the held terminal.

  In the present embodiment, when a hold operation is performed in a state where a call is connected to the second general telephone 4B and the PBX telephone 5B via the network 9B such as PSTN or ISDN, the call control server 1 and the gateway 8 The information requested (intended) by the user of the held terminal can be provided to the held terminal via (or the second PBX).

  Next, a third embodiment of the present invention will be described.

  FIG. 5 is an overall configuration diagram of a system to which the third embodiment of the present invention is applied. The system of the present embodiment shown in the figure includes an IP network 9A, a second network 9B such as PSTN and ISDN, a gateway 8, and a PBX 2 connected to the IP network 9A and the second network 9B. General telephones 4 and 4B are connected to the IP network 9A and the second network 9B, respectively.

  The PBX 2 has a call control server 1. The information providing device 3 is connected to the call control server 1 under the control of the PBX 2.

  In the present embodiment, the processing when the hold operation and the hold release operation are performed in a state where the call is connected between the general telephone 4B and the PBX telephone 5 via the second network 9B is the first implementation. It is the same as the form (see FIG. 2). The processing in the case where a hold operation and a hold release operation are performed in a state where a call is connected between the general telephone 4 and the PBX telephone 5 via the IP network 9A is also the first embodiment (see FIG. 2). ).

  Also in the present embodiment, as in the first embodiment described above, the information providing apparatus 3 effectively uses the time in the hold state to obtain information requested (intended) by the user of the held terminal. It can be provided to the held terminal.

  Further, in this embodiment, when a hold operation is performed in a state where a call is connected between the general telephone 4B and the PBX telephone 5 (call state) via the second network 9B such as PSTN or ISDN, The information requested (intended) by the user of the held terminal can be provided to the held terminal without going through the network call control server 1 or the gateway 8.

  In the present embodiment, a call can be connected between the general telephone 4B and the PBX telephone 5 via the second network 9B, not via the gateway 8. However, when a call is made using the IP telephone number system (050, 0AB to J, etc.) and the IP network 9A is used, the call is connected between the general telephone 4B and the PBX telephone 5 via the gateway 8. . That is, in the case of IP phone number system (050, 0AB to J, etc.) transmission, provision information, guidance messages, etc. are sent from the PBX 2 to the general telephone 4B via the IP network 9A, the gateway 8, and the second network 9B. Is done.

  In the second embodiment described above, the information providing device 3 may be connected to the PBX. Note that when there are a plurality of PBXs as in the second embodiment, the number of information providing devices 3 may be one. And this one information provision apparatus 3 should just be connected to each of several PBX.

  In addition, this invention is not limited to said embodiment, Many deformation | transformation are possible within the range of the summary. For example, in the above embodiment, the held terminal that has been put on hold selects the information provided by inputting the information code. However, the hold source terminal that has performed the hold operation may input the information code. Thereby, the user of the hold source terminal can distribute the intended message from the provided information stored in the information providing apparatus to the user of the held terminal.

  In addition, the present invention may be configured such that a third party who has permission of the hold source terminal can set provision information that the information providing device provides to the hold target terminal during the hold operation of the hold source terminal. For example, in the second embodiment (see FIG. 3), it is assumed that the PBX 2 is a PBX used by the management department, and the second PBX 2B is a PBX used by the sales department. The management department PBX 2 and the sales department PBX 2 B are both registered in the hold service DB 36 and can receive the service provided by the information providing apparatus 3.

  In this case, the management department PBX 2 accesses (telephones) the information providing apparatus 3 and performs a hold operation. As a result, the holder authentication unit 33 of the information providing apparatus 3 refers to the holding service DB 36 and authenticates the PBX 2 of the management department. It is assumed that the management department PBX 2 is registered in the hold service DB 36 as a terminal having authority for the sales department PBX 2 B (for example, authority to set whether to use the provided information). In this case, since there is no held terminal during a call, the holder authentication unit 33 automatically switches to the setting change mode.

  In this setting change mode, the PBX 2 of the management department inputs its own identification code using an input device. The holder authentication unit 33 of the information providing device 3 receives the identification information of the PBX 2 of the management department. Then, the holder authentication unit 33 determines whether or not the received identification information is registered in the hold service DB 36 as a terminal having authority over the PBX 2B of the sales department. In the case of an authorized terminal, the information code recognition unit 35 sets the availability of the provided information stored in the information providing DB 34 based on the instruction input from the management department PBX 2.

  In other words, the PBX 2 in the management department can input a change instruction such as setting a part of information codes to be unavailable among preset information codes using the input device. Specifically, the information code set in advance is “01” to “03”, and “01 is A information. 02 is B information. 03 is C information.” As the service guidance message described above. In the case of transmission, the management department PBX 2 inputs an instruction to disable the information code “02”. The information code recognition unit 35 receives this instruction and sets the information code “02” to be unusable. As a result, the service guidance message is changed to “01 is A information. 03 is C information.” When all the information codes are set to be unavailable, default information or music set in advance by the management department PBX 2 is transmitted at the time of holding.

  Thereby, the third party who has permission of a hold origin terminal can perform use restriction (customization) with respect to the information which an information provision apparatus provides at the time of hold operation of a hold origin terminal. That is, a third party having permission of the hold source terminal can provide the intended information to the hold target terminal as information of the hold source terminal. In addition, the hold source terminal can leave the setting of the provision information registered in the information provision device to a third party who has permitted it.

  Further, in the present embodiment, a case has been described in which a telephone during a call is put on hold. However, this invention is not limited to this, For example, it is good also as applying to cash dispensers, such as a bank, and a vending machine. That is, the user inputs a desired information code during standby in the same manner as in the above embodiment (see FIG. 2). Thus, the user can obtain and view (view) desired information (music, documents, videos, etc.) output to the cash dispenser or the output device of the vending machine during standby.

1 is an overall configuration diagram of a system to which a first embodiment of the present invention is applied. The processing flow figure of hold operation and hold cancellation | release of 1st Embodiment. The whole system block diagram to which the 2nd Embodiment of this invention was applied. The processing flow figure of hold operation and hold cancellation | release of 2nd Embodiment. The whole block diagram of the system to which the 3rd Embodiment of this invention was applied.

Explanation of symbols

  1: call control server, 11: hold recognition unit, 12: hold sound sending unit, 13: information sending unit, 2: PBX, 21: hold notification unit, 3: information providing device, 31: information providing unit, 32: hold Setting recognition unit, 33: holder authentication unit, 34: information provision DB, 35: information code recognition unit, 36: hold service DB, 4: general terminal, 5: PBX telephone, 9A: IP network

Claims (6)

An information providing system comprising a call control server in an IP network, and an information providing device connected to the call control server,
The call control server
A hold recognition unit that receives a hold instruction from a hold source terminal that has performed a call hold operation, and transmits the received hold instruction to the information providing device;
Sending information provided from the information providing means via the IP network to a held terminal placed in a call holding state;
The information providing apparatus includes:
Information provision storage means for storing at least one provision information to be provided to the held terminal;
An information code recognition means for receiving an information code for identifying the provided information from the held terminal in a call holding state;
Information providing means for obtaining provided information corresponding to the information code received by the information code recognizing means from the information providing storage means, and sending the obtained provided information to the call control server. Information provision system. An information providing system comprising: a call control server in a first network that is an IP network; and an information providing device connected to the call control server,
The call control server
A hold recognition unit that receives a hold instruction from a hold source terminal that has performed a call hold operation connected to the second network, and transmits the received hold instruction to the information providing apparatus;
Information sending means for sending provided information sent from the information providing means to the held terminal placed in a call holding state via the second network connected to the first network using a gateway; Have
The information providing apparatus includes:
Information provision storage means for storing at least one provision information to be provided to the held terminal;
An information code recognition means for receiving an information code for identifying the provided information from the held terminal in a call holding state;
Information providing means for obtaining provided information corresponding to the information code received by the information code recognizing means from the information providing storage means, and sending the obtained provided information to the call control server. Information provision system. An information providing system comprising: a call control server; and an information providing device connected to the call control server,
The call control server
Installed in the PBX connected to the first network and the second network, respectively, which are IP networks connected using a gateway;
A hold recognition unit that receives a hold instruction from a hold source terminal that has performed a call hold operation, and transmits the received hold instruction to the information providing device;
Information transmission for transmitting provided information transmitted from the information providing means to a held terminal placed in a call holding state via at least one of the first network and the second network Means,
The information providing apparatus includes:
Information provision storage means for storing at least one provision information to be provided to the held terminal;
An information code recognition means for receiving an information code for identifying the provided information from the held terminal in a call holding state;
Information providing means for obtaining provided information corresponding to the information code received by the information code recognizing means from the information providing storage means, and sending the obtained provided information to the call control server. Information provision system. An information providing apparatus in an information providing system having a call control server and an information providing apparatus connected to the call control server,
Information provision storage means for storing at least one provision information to be provided to the held terminal placed in a call holding state;
An information code recognition means for receiving an information code for identifying the provided information from the held terminal in a call holding state;
Information providing means for obtaining provided information corresponding to the information code received by the information code recognizing means from the information providing storage means, and sending the obtained provided information to the reserved terminal. Providing device. From a terminal having permission of the hold source terminal placed in a call hold state, further receiving a change instruction for the provision information stored in the information provision storage means, and further comprising a change means for changing the provision information,
The information providing means obtains provision information corresponding to the information code received by the information code recognition means from the information provision storage means changed by the changing means, and sends the obtained provision information to the reserved terminal. The information providing apparatus according to claim 4, wherein the information providing apparatus transmits the information. The information providing apparatus according to claim 4 or 5, wherein the information provision stored in the information provision storage means includes audio data and / or video data.

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