JP2006252062A - Communication system for direct connection - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable a user to conveniently communicate with his or her desired contact destination, and to reduce processing loads or facility loads on a service providing institute. <P>SOLUTION: Call center devices 5, 6 and 7 line-connected by the operation of an exclusive operation part 3 in a portable telephone set 2 of a user are configured to accept the designation of a contract destination to be used by a line-connected user from among preliminarily registered contact destinations, and to setting-change the identification number (telephone number) for connection of the accepted contract destination to automatic calling destination by the operation of the exclusive operation part 3, thus when the exclusive operation part 3 is operated, the identification number (telephone number) for connection of the setting-changed contract destination is called by the portable telephone set 2, so that communication between the user and the contract destination can be attained. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a direct connection communication system in which a user can easily carry out a call with a destination according to his / her own situation and request.

  In recent years, due to the rapid increase in the elderly population due to aging, call center operators can provide services that support elderly people, such as consultation to assist elderly people who are users, and the status of other people Services that are implemented by communication (telephone) from the elderly have been proposed.

  In recent years, in order to protect children from danger due to a decrease in public safety, services that support children, for example, services that contact and notify related organizations in response to emergencies have been proposed.

  In these services, the users are often elderly people or children who are vulnerable to device operation. For example, the call center operator, for example, a medical institution that is a specialized consultant depending on the health status of the elderly, etc. Even if the contact is inquired and explained to call the medical institution to which the inquiry is made, the user records and records the telephone number of the medical institution, and a telephone such as a mobile phone is recorded in the recorded contact. There is a problem in that it is necessary to make a phone call by operating the telephone, and the burden on the user, for example, an elderly person, is very large, and it may not be possible to contact the reference.

  Furthermore, in order to centrally manage control such as usage restrictions on the use of calls to contact information of these users and grasp of usage charges at the call center that provides the service, the user and contact information are managed at the call center. A method of connecting the lines can be considered, but in this case, it is good if the number of users is small, but if the number of users increases, the processing load and equipment load for connecting these lines will increase. There was a problem of becoming very large.

  The present invention has been made paying attention to such problems, and can easily communicate with a desired contact without placing a heavy burden on the user, and can be used for line connection in an organization that provides services. It is an object of the present invention to provide a communication system for direct connection that can provide a service without a very large processing load or equipment load.

In order to solve the above-mentioned problem, a communication system for direct connection according to claim 1 of the present invention provides:
A mobile communication body that can be carried by a user and has a communication function through at least a communication network;
A call center device installed in a call center that provides communication services to users registered in advance and capable of communicating with a user carrying the mobile communication body through a communication line network and an operator of the call center;
A direct connection communication system comprising:
The mobile communication body includes at least a dedicated operation unit for performing a connection request operation to the call center device,
The call center device
User connection identification information storage means for storing the connection identification information of the mobile communication body of the user registered in advance;
Connection request accepting means for accepting a connection request transmitted from the mobile communication body by operating the dedicated operation unit and connection identification information of the mobile communication body;
Line connection means for performing line connection for the connection request received together with the connection identification information on condition that the connection identification information accepted by the connection request acceptance means is stored in the user connection identification information storage means When,
Contract destination connection identification information storage means for storing connection destination identification information of a contract destination that has been contracted in advance;
Use contract destination accepting means for accepting designation of a contract destination to be used by a user connected by the line connection means from the contract destinations stored in the contract destination connection identification information storage means;
Change the setting of the connection destination connection identification information received by the use contract destination reception means stored in the contract destination connection identification information storage means to a connection request destination by operating the dedicated operation unit of the mobile communication body. Connection request destination setting change processing means for performing processing for
With
When the connection request destination setting change processing unit has changed the connection request destination setting, the mobile communication body is connected to the contract destination connection identification information whose setting has been changed by operating the dedicated operation unit. It is characterized by demanding.
According to this feature, the user can operate the dedicated operation unit without imposing a heavy burden on the user, and when the call center or the setting change is easily performed, In addition to being able to carry out communications, all of these contracts and communications are carried out directly between the mobile communication body and the contracted party without going through the call center that provides the service. The service can be provided without the processing load and the equipment load for connecting to the line becoming very large.

A communication system for direct connection according to claim 2 of the present invention is the communication system for direct connection according to claim 1,
The usage contract receiver receiving means further receives a use time for using the received contract receiver,
The connection request destination setting change processing means changes and sets the use time received by the use contract destination accepting means in association with the connection destination identification information of the contract destination,
When the dedicated operation unit is operated, the mobile communication body sets the use time when the time at that time is a time corresponding to the use time changed by the connection request destination setting change processing means. A connection request is made to the connection identification information of the corresponding contract partner, and when the current time does not correspond to the changed use time, a connection request is made to the call center device.
According to this feature, the user can simply communicate with each contractor whose setting is changed together with the usage time by simply operating the dedicated operation unit at the usage time. Can be further improved.

A communication system for direct connection according to claim 3 of the present invention is the communication system for direct connection according to claim 2,
The call center device includes notification time setting processing means for performing processing for setting the usage time received by the usage contract receiver receiving means to the notification time in the mobile communication body,
The mobile communication body is characterized by notifying that the use time has been reached when the notification time set by the notification time setting processing means is reached.
According to this feature, it is possible to reduce forgetting to operate the dedicated operation unit at the use time by notifying that the use time has been reached in the mobile communication body.

A communication system for direct connection according to claim 4 of the present invention is the communication system for direct connection according to any one of claims 1 to 3,
The connection request destination setting change processing means transmits at least information of the connection destination identification information of the contract destination to be changed and set to the mobile communication body by a PB tone signal,
In response to the reception of the PB tone signal, the mobile communication body changes the connection identification information of the contract party converted from the received PB tone signal to a connection request destination by operation of the dedicated operation unit. It is said.
According to this feature, it is possible to change the setting by transmitting the connection identification information and the use time of the contracted party to the mobile communication body on the line connected by the connection request from the mobile communication body, Communication cost and communication load can be reduced.

A communication system for direct connection according to claim 5 of the present invention is the communication system for direct connection according to any one of claims 1 to 3,
The connection request destination setting change processing means transmits at least a short message including information on connection identification information of a contract destination to be changed and set to the mobile communication body,
In response to the reception of the short message, the mobile communication body activates a setting change application corresponding to the short message and changes the setting of at least the contract identification information for connection included in the received short message. It is characterized by.
According to this feature, short messages can be used even in mobile communication bodies that do not have a data communication function with a computer network such as the Internet. By storing a setting change application operable with these mobile communication bodies in a conventional mobile communication body having a short message function, the functions required for the mobile communication body of the present invention can be easily obtained.

A communication system for direct connection according to claim 6 of the present invention is the communication system for direct connection according to any one of claims 1 to 3,
The mobile communication body has a connection function to the Internet network,
The call center device is connected to the Internet network so that data communication is possible,
The connection request destination setting change processing means generates access data including information on connection identification information of a contract destination to be changed and set that can be accessed by the mobile communication body via the Internet network,
The mobile communicator starts a setting change application on the condition that communication with the call center device is completed, accesses the call center device, and when the access data that can be accessed exists, It is characterized in that at least the setting information of the connection identification information of the contracted party included in the acquired access data is changed.
According to this feature, when the mobile communication device already has a function to connect to the Internet network, it easily obtains the connection connection identification information etc. for accessing and changing the settings of the access data of the call center device. For example, it is necessary for the mobile communication body of the present invention to store a dedicated application or the like that can operate on the mobile communication body in the mobile communication body having a function of connecting to the Internet network. Functions can be easily obtained.

A communication system for direct connection according to claim 7 of the present invention is the communication system for direct connection according to any one of claims 1 to 6,
When the connection request destination setting change processing unit has changed the connection request destination setting and the mobile communication body is operated in a second operation mode different from the normal operation mode, the setting change is performed. It is characterized in that a connection request is made to the call center device without making a connection request to the connection identification information of the contracted party.
According to this feature, even when the change is set in the mobile communication body, the user can easily communicate with the call center operator by operating the second operation mode.

A communication system for direct connection according to claim 8 of the present invention is the communication system for direct connection according to any one of claims 1 to 7,
The mobile communication body can individually identify the connection identification information and communication time of the contracted party connected via the line by requesting connection based on the operation of the dedicated operation unit, and the user carrying the mobile communication body. A communication history including at least the user identification information is transmitted to the call center device,
The call center device includes usage information storage means for managing the usage information of the user in association with the user identification information, and based on the reception of the communication history, the communication history received in the usage information storage means The usage information corresponding to the included user identification information is updated.
According to this feature, usage information including communication time with a contractor can be accurately managed in a call center.

  Examples of the present invention will be described below.

  An embodiment of the present invention will be described with reference to the drawings. First, FIG. 1 is a system diagram showing a configuration of a direct connection communication system according to the present embodiment.

  As shown in FIG. 1, the direct connection communication system of the present embodiment is capable of making a call with another call device connected via a public line network 4 as a communication line network of the present invention. Is installed in a call center of a service provider that provides a communication service to a user, and is installed in a mobile phone 2 or a contracted company through a public line network 4. A private branch exchange (PBX) 5 that is connected to a telephone (not shown) and provides various exchange supplementary services related to telephone home appliances, and a call transmitted from the mobile phone 2 together with a call as a connection request of the present invention. CTI (Computer Telephony Integration, CTI) that accepts a caller telephone number and performs terminal distribution control to distribute the call to the operator in charge of the user of the caller telephone number A computer-telephony) device 6, a plurality of communication terminals 7a is a client having a telephone function personal computer serving as a distribution control target, the call center system in the present invention 7b ... and by being formed. The telephone number of the mobile phone 2, the telephone number of the telephone set installed at the contracted company, and the telephone number of the call center correspond to the connection identification information of the present invention.

  As shown in FIG. 1, the mobile phone 2 used in the present embodiment has a normal telephone call function by radio, and in addition to an input key for inputting a telephone number, on the front side, In order to receive the communication service of the embodiment, there is provided a dedicated button 3 which is a relatively large dedicated operation unit according to the present invention allocated exclusively, and a memory (not shown) is provided by performing an input operation on the dedicated button 3. The telephone number stored in the section or the telephone number of the call center of this embodiment is automatically connected for communication.

  In the case of automatic communication connection based on the operation of the dedicated button 3, when a telephone number is stored in a storage unit (not shown), communication connection is made to the stored telephone number and the telephone number is not stored. Is connected to the telephone number of the call center of this embodiment set in advance. Further, when the dedicated button 3 is kept pressed for a long time (so-called long press), the communication center is always connected to the telephone number of the call center of the present example set in advance.

  That is, when a call destination setting is changed by a connection request destination setting change processing unit described later (a telephone number is stored in a storage unit (not shown)), a normal operation mode (normal pressing operation) When a second operation mode (continuous pressing operation for a long time) different from the above is performed, a call is made to the call center device without calling the telephone number of the contracted party whose setting has been changed. The mobile phone 2 that corresponds to the mobile phone according to claim 7 of the present invention.

  The control program executed by a control microcomputer (not shown) mounted on the cellular phone 2 of the present embodiment includes a processing program related to the dedicated button 3, and the control microcomputer is based on the processing program as described above. When an input operation of the dedicated button 3 is detected, a call is made to the telephone number stored in the storage unit (not shown) or the telephone number of the call center of this embodiment, and the telephone number of the mobile phone 2 is An automatic call process that is notified together with a call, a decoding process that decodes and acquires a telephone number and an appointment time (to be described later) from a PB tone signal transmitted from the call center side, and a storage unit (not shown) The telephone number setting process stored in (1) and the timer setting process for setting the acquired appointment time as the time for notification.

  Next, the CTI device 6 used in the present embodiment will be described. In the CTI device 6 of the present embodiment, the voice network from the public line network 4 and the communication terminal 7 including a personal computer with a telephone function are connected. A data network such as a local area network (LAN) is connected to enable communication between the mobile phone 2 which is a general telephone subscriber or a telephone of a contracted company and the communication terminals 7a, 7b. Device.

  The CTI device 6 of this embodiment has a role of a computer server on the data network and an interface function between the communication terminals 7a, 7b... And the private branch exchange 5, and is transmitted from the mobile phone 2 together with a call. A terminal distribution control that accepts a caller's telephone number and distributes the call to the communication terminals 7a, 7b... Operated by a dedicated operator of the user identified from the caller's telephone number; Control for forming a call circuit between the telephone 2 and the communication terminal (for example, 7a) assigned to the telephone 2 and time control for the call time between the user and the operator are performed.

  In this CTI device 6, as shown in FIG. 2A, a user information table storing (managing) information related to the user carrying the mobile phone 2, or as shown in FIG. An operator information table for managing which operator is using which communication terminal 7a, 7b, etc., a contract company information table for storing (managing) information on each contract company, and as shown in FIG. A schedule table is stored.

  First, as shown in FIG. 2A, the user information table used in the present embodiment is associated with a user ID serving as user identification information capable of individually identifying the user, and Personal information such as name, address, age, etc., monthly usage fee, phone number of mobile phone 2 carried by the user, e-mail address, operator ID of the operator in charge are stored. By accepting the telephone number of the caller, that is, the telephone number of the mobile phone 2 carried by the user, the user and the operator in charge can be specified from the telephone number of the mobile phone 2.

  That is, in the user information table of the present embodiment, a usage fee is stored as usage information of the user carrying the telephone number in association with the telephone number of the mobile phone 2 carried by the user registered in advance. The user information table forms the user connection identification information storage means in the present invention.

  Further, as shown in FIG. 2B, the operator information table used in the present embodiment is assigned with the operator ID in association with the operator ID uniquely assigned so that each operator can be identified. The operator's name, a password for accepting the operator's identity when using the communication terminals 7a, 7b, etc., and the terminal ID of the communication terminal 7a, 7b, etc. being used by the operator are stored. The communication terminals 7a, 7b, etc. that are specified when the call is received as described above and are being operated by the operator in charge of the user who made the call are the communication terminals 7a, 7b,. Can be specified.

  Further, in the contract company information table used in the present embodiment, as shown in FIG. 2 (c), each contract company is associated with an individually identifiable company ID, and the type of business to which the contract company corresponds, The telephone number, the person in charge, and the time that the user was assigned to the contracted company are stored (managed), and the operator in charge selects the type of industry according to the situation and request of the user when interacting with the user. The destination company can be searched from the contracted companies managed in the contracted company information table in the communication terminals 7a, 7b.

  In other words, in the contract company information table of the present embodiment, the telephone number of the contract partner contracted in advance is stored, and the contract company connection identification information storage means in the present invention is formed by the contract company information table. Yes.

  Further, in the intermediary schedule table used in the present embodiment, as shown in FIG. 4, the telephone number of the user's mobile phone 2 and the appointment are associated with the user ID of the user to be intermediary. The time and the telephone number of the brokerage contract company are stored, and the usage record of the service is managed based on the brokerage schedule stored (registered) in the table.

  Hereinafter, the use situation of the direct connection communication system in the present embodiment will be described with reference to FIGS. 3, 5, and 6.

  First, when the user wants to contact the operator in charge of the call center, the user can operate the dedicated button 3 provided on the mobile phone 2, and the mobile phone 2 can be operated by operating the dedicated button 3. As described above, automatic call processing is performed in which a call is made to a telephone number of a preset call center and the telephone number of the mobile phone 2 is notified together with the call.

  Based on the reception of the call, the CTI device 6 installed in the call center performs a call acceptance process for accepting the call transmitted in the automatic call process and the telephone number of the mobile phone 2. That is, the connection request accepting means in the present invention is formed by the CTI device 6 that performs the call accepting process.

  Then, it is determined whether or not the caller telephone number received together with the call in the call receiving process is stored in the user information table, and the received telephone number is stored in the user information table. If the received telephone number is stored in the user information table, the user stored corresponding to the received telephone number is not connected. The ID and the operator ID of the operator in charge are specified, the communication terminal 7a, 7b, etc., the operator in charge of the specified operator ID is specified from the data in the operator information table, and the specified communication terminal, for example, the communication terminal 7j ( 10 terminal) is notified of the acceptance of the call and the user ID specified above. In the station terminal 7j (No. 10 terminal), the user information table corresponding to the notified user ID is displayed in the item field of the waiting user on the reception support screen displayed as shown in FIG. The stored name is specified and displayed, and an incoming call is notified by an attached telephone providing a telephone function.

  In this way, the operator in charge performs a predetermined connection operation by notifying the acceptance of the call from the user (incoming call) (for example, in the case of picking up the handset of the attached telephone, headset, etc. By selecting the user name displayed in the waiting user item column), a call circuit with the calling user is formed, and a call between the user and the operator in charge becomes possible. . That is, the user can easily contact the operator in charge by operating the dedicated button 3.

  That is, in the CTI device 6 and the communication terminal 7j in the present embodiment, the telephone number accepted in the call accepting process is stored in the user information table serving as the user connection identification information storage means in the present invention. The line connection for the call received together with the telephone number is implemented on the condition that the line connection means in the present invention is formed by the CTI device 6 and the communication terminal 7j.

  When these call circuits are formed and a call with the user is started, the communication terminal 7j displays the name of the user for which the call circuit is formed in the column of the user currently in service, and the call time. Is measured, and the measured call time is displayed in the corresponding call time.

  At this time, a selection input section for “personal information details” is provided below the currently responding user column. By selecting and inputting the selection input section for “personal information details”, the current response is displayed. The personal information stored in the user information table corresponding to the user ID of the user is displayed in the sub-window, and the operator in charge displays information about the corresponding user on the screen. It is possible to conduct a response while confirming at

  When responding to these operators, for example, when a user complains of poor physical condition and wants to consult a doctor, the operator in charge is provided below the response support screen. In the item menu of the target industry of the relay destination search that has been selected, “medical relationship” is selected from the pop-up window as the target industry, and the selection input part of “search” is selected and input, so that the contract company information table (FIG. 2C) All the contracted companies that store “medical relations” as the business category are extracted and displayed as a search result as shown in FIG.

  Then, the operator in charge confirms a time period in which the user can be roughly consulted with the doctor, and then selects and inputs a selection input unit of “calling” corresponding to the contracted company considered to be preferable from the search results. While the call with the user is put on hold, a call is made to the selected contract company through the communication terminal 7j, the CTI device 6, and the private branch exchange 5.

  When a call to the contracted company is made possible by the call, the operator in charge obtains and listens to the time of an empty schedule that becomes an available time when the user can consult from the doctor who is in charge (listening) ) After the available time acquisition process is performed, the call holding with the user is released, and the user is presented with the time of the free schedule that is heard (acquired) from the doctor who is the contracting company. And accepting the answer of availability of the time, and confirming the time of the vacant schedule.

  When the time of the vacant schedule is NG in the confirmation, the process returns to A in FIG. 5 and selects and inputs the selection input section of “calling” corresponding to the other contract company included in the search result, The vacant schedule time is again heard (acquired) from another doctor who is another contract company, and the vacant schedule time that has been heard (acquired) is confirmed again with the user.

  In addition, when the empty schedule time is OK in the confirmation of the empty schedule time, the empty schedule time that has been confirmed is input as the appointment time in the item “Apo Time” corresponding to the contracted company. Thereafter, the corresponding “setting” selection input section is selected and input to set the “appointing time”.

  That is, in the communication terminal 7j in the present embodiment, the line connection is made from the contracted companies (contractees) of the search results extracted from the contracted company information table serving as the contracted party connection identification information storage means in the present invention. The designation of the contract company (contractee) used by the user is accepted, and the use contractee accepting means according to claim 1 of the present invention is formed by the communication terminal 7j (response support screen).

  In other words, the “appointment time” associated with the “selection” by selecting and inputting the “setting” selection input unit on the use time (the reception support screen (see FIG. 4)) for using the accepted contractor. ) Is further received, and the communication terminal 7j (response support screen) forms a usage contract receiver receiving means according to claim 2 of the present invention.

  With this selection input of “setting”, the communication terminal 7j gives the CTI device 6 the user ID of the currently serving user at that time, the input appointment time, and the input appointment time. By transmitting a schedule registration request including the corresponding contract company's telephone number (brokerage telephone number), a telephone call identified by the user ID and the user ID in the brokerage schedule table (see FIG. 4). The agency schedule including the number (specified in the user information table), the appointment time, and the agency telephone number is stored (registered).

  Then, the operator in charge notifies the user of the name of the doctor who is a contract company, the set appointment time, and that the dedicated button 3 is operated at that time, and operates the communication terminal 7j. Then, a PB tone signal transmitted to the user's mobile phone 2 is transmitted to the user's mobile phone 2 as a PB tone signal of a predetermined signal sequence obtained by converting the destination telephone number for calling with a doctor who is a contract company and the numerical value of the appointment time. After executing the transmission process, the response is terminated.

  That is, the telephone number of the contract destination received by the use contract destination receiving means stored in the contract destination connection identification information storage means (contract company information table, see FIG. 2C) is stored in the mobile phone 2. The communication terminal 7j that performs processing (PB tone signal transmission processing for transmitting a PB tone signal with a converted telephone number) for changing the setting to the call destination by operating the dedicated operation unit (dedicated button 3) is claimed in the present invention. The connection request destination setting change processing means in item 1 is formed.

  That is, a process for converting and setting the telephone number and appointment time by associating the usage time ("apo time") received by the usage contract receiver receiving means with the telephone number of the contract partner The communication terminal 7j that performs (PB tone signal transmission processing for transmitting a PB tone signal) forms connection request destination setting change processing means in claim 2 of the present invention.

  That is, in the PB tone signal transmission process performed by the communication terminal 7j, a PB tone signal for setting the appointment time, which is the use time received on the support support screen, to the timer that is the notification time in the mobile phone 2 is transmitted. Thus, the communication time setting processing means in the present invention is formed by the communication terminal 7j that performs the PB tone signal transmission processing.

  That is, the communication terminal 7j that performs processing (PB tone signal transmission processing) for transmitting at least information on the telephone number of the contracted party to be changed and set to the mobile phone 2 using the PB tone signal is the connection request destination in claim 4 of the present invention. A setting change processing means is formed.

  The user's cellular phone 2 that has received the PB tone signal performs a setting process. More specifically, the mobile phone 2 acquires a telephone number and appointment time from the received PB tone signal, and sets the acquired telephone number in a storage unit (not shown). The timer setting process described above for setting the acquired appointment time is performed.

  Then, as shown in FIG. 6, when the appointment time set in the timer setting process is reached, the mobile phone 2 notifies the appointment time by voice output or the like. Note that these forms of notification are not limited to sound output, but may be vibrations or the like, and any form can be used as long as the carrying user can perceive that the appointment time has been reached.

  In other words, the mobile phone 2 for notifying that the use time (the appointment time) has been reached when the notification time set by the notification time setting processing means (PB tone signal transmission processing) is reached. 3 corresponds to the mobile phone in FIG.

  The user who perceives that the appointment time has been reached by these notifications performs an input operation on the dedicated button 3. By operating the dedicated button 3, the mobile phone 2 makes a call to the telephone number stored in the storage unit (not shown) as described above, and notifies the telephone number of the mobile phone 2 together with the call. Perform automatic call processing.

  The user can input the dedicated button 3 regardless of the notification. However, if the telephone number is stored in the storage unit (not shown), in other words, the call is made at a place other than the call center. In order to do so, it is a condition that the time at that time is in the vicinity (within 15 minutes before and after) of the appointment time set in the timer. In addition, when the telephone number is not stored in the storage unit (not shown), or when the telephone number is stored in the storage unit (not shown) and not near the appointment time set in the timer, Calls are always made to call center phone numbers.

  That is, when the call destination setting is changed by the connection request destination setting change processing means (PB tone signal transmission process), the contract whose setting has been changed by the operation of the dedicated operation unit (dedicated button 3). The mobile phone 2 that makes a call to the previous phone number (the phone number stored in the storage unit (not shown)) corresponds to the mobile phone according to claim 1 of the present invention.

  That is, when the dedicated operation unit (dedicated button 3) is operated, the time corresponding to the use time that is changed by the connection request destination setting change processing means (the time set in the timer). When it is within 15 minutes before and after the point time), a call is made to the telephone number of the contractor corresponding to the usage time (the telephone number stored in the storage unit (not shown)), and the time at that time is When it does not correspond to the use time when the setting is changed, the mobile phone 2 that makes a call to the call center device corresponds to the mobile phone according to claim 2 of the present invention.

  That is, in response to the reception of the PB tone signal, the telephone number of the contracted party converted from the received PB tone signal is changed to the call destination by the operation of the dedicated operation unit (dedicated button 3) (storage unit (illustrated) The cellular phone 2 that is stored in (omitted) corresponds to the cellular phone according to claim 4 of the present invention.

  Based on the acceptance of the call, when the doctor who is the relay agent goes out to the telephone, the line with the user and the line with the doctor who is the contract company which is the relay destination are connected, and the mobile phone 2 A control microcomputer (not shown) starts measuring the relay time.

  Then, based on the fact that the call between the user and the doctor is terminated and the connected line is disconnected, the control microcomputer (not shown) of the cellular phone 2 terminates the counting of the started relay time, The present invention calls the telephone number of the call center, notifies the telephone number of the mobile phone 2 together with the call, and counts the telephone number stored in the storage unit (not shown) after the line connection. After transmitting a PB tone signal of a predetermined signal sequence converted from a call history value as a communication history according to the present invention consisting of a relay time as a communication time of the call to the CTI device 6 of the call center, the line is disconnected. Perform post-call processing.

  That is, the telephone number and call time (relay time) of the contracted party connected by the line by making a call based on the operation of the dedicated operation unit (dedicated button 3) and the user carrying the mobile phone 2 are individually set. The cellular phone 2 that performs post-call processing for transmitting a call history including at least identifiable user identification information (telephone number of the cellular phone 2) to the call center device (CTI device 6). This corresponds to the mobile phone in

  After performing the post-call processing, the control microcomputer (not shown) of the mobile phone 2 erases the telephone number stored in the storage unit (not shown) and ends the processing.

  Also, based on the reception of the call by the post-call processing of the mobile phone 2, the CTI device 6 installed in the call center first corresponds to the user information corresponding to the caller telephone number received together with the call. The user ID stored in the table (see FIG. 2A) is specified. Next, the CTI device 6 that has received the PB tone signal after connecting the line adds a predetermined usage fee to the usage fee corresponding to the user ID of the user based on the intermediary time acquired from the received PB tone signal. In addition to performing user fee update processing for updating, the contract stored in the contract company information table (see FIG. 2C) in association with the telephone number based on the telephone number acquired from the received PB tone signal The company (doctor) is specified, and the addition is made and updated in the brokerage time of the specified contract company (doctor).

  That is, a usage information storage unit (user information database, see FIG. 2A) that manages usage information (use fee) of the user in association with user identification information (phone number of the mobile phone 2) is provided. The CTI device 6 that performs the user fee update process for updating the usage information corresponding to the user identification information included in the call history received in the usage information storage means based on the reception of the call history is provided by the present invention. The call center apparatus according to claim 8 is formed.

  Next, a direct connection communication system as a first modification of the present embodiment will be described.

  For example, in the embodiment described above, in the setting process shown in FIG. 5, the telephone number and the appointment time are transmitted from the call center to the mobile phone 2 using the PB tone signal via the public line network 4. The present invention is not limited to this, and may be configured as shown in FIG.

  This configuration will be described. After the reception performed between the communication terminal 7j of the call center and the mobile phone 2 in order to determine the appointment time to be transferred to the contracted company, the communication terminal 7j is connected via the public line network 4. Short message transmission processing for transmitting a short message including the telephone number and the appointment time to the mobile phone 2 is performed. The mobile phone 2 that has received the short message activates a setting application program (hereinafter abbreviated as an application) based on the reception of the short message. Then, the setting application acquires the telephone number and appointment time from the received short message, sets the telephone number in the storage unit (not shown), and sets the appointment time. The above-described timer setting process is performed.

  In other words, the communication terminal 7j for executing the short message transmission process for transmitting the short message including the information of the telephone number of the contract partner to be changed / set to the mobile phone 2 is the connection request destination setting change processing unit according to claim 5 of the present invention. Form.

  That is, in response to receiving the short message, a setting change application (setting application) corresponding to the short message is activated to change the setting of at least the contracted telephone number included in the received short message. The mobile phone 2 that executes the telephone number setting process corresponds to the mobile phone according to claim 5 of the present invention.

  In this way, a short message can be used even in a mobile phone that does not have a data communication function with a computer network such as the Internet, and a setting change application that is activated by the short message can be controlled by the mobile phone. The functions required for the mobile phone of the present invention can be obtained by storing the setting change application operable on these mobile phones in a conventional mobile phone having these short message functions by being separate from the program etc. It can be easily obtained.

  Next, a direct connection communication system as a second modification of the present embodiment will be described.

  For example, in the embodiment described above, in the setting process shown in FIG. 5, the telephone number and the appointment time are transmitted from the call center to the mobile phone 2 using the PB tone signal via the public line network 4. The present invention is not limited to this, and may be configured as shown in FIG.

  Describing this configuration, the call center CTI device 6 and the mobile phone 2 according to the sixth aspect of the present invention having a communication function via the Internet can communicate data via the Internet network 10 as shown in FIG. The mobile phone 2 activates an application for setting acquisition after the completion of the response performed between the communication terminal 7j of the call center and the mobile phone 2 in order to determine the appointment time to be connected to the contracted company. . For example, if the setting acquisition application is registered as a standby application that is activated on the condition that the mobile phone 2 enters the standby state, the mobile phone 2 enters the standby state after the end of the reception. Then, the setting acquisition application is started immediately.

  Then, the setting acquisition application includes a user ID of the user of the mobile phone 2 and sends an acquisition request for requesting a telephone number and appointment time via the Internet 10 to the CTI device 6 of the call center. Send to.

  The call center that has received the acquisition request specifies the relay schedule stored in the relay schedule table (see FIG. 4) in association with the user ID included in the acquisition request, and the relay destination included in the specified relay schedule Setting information including the telephone number and the appointment time is transmitted to the mobile phone 2 via the Internet network 10. Note that the process ends if the agency schedule stored in the agency schedule table (see FIG. 4) in association with the user ID cannot be specified.

  That is, as described above, the access data including the information of the telephone number of the contractor to be changed and set that can be accessed by the mobile phone 2 via the Internet 10 based on the operation of the reception support screen (see FIG. 3) by the operator. The communication terminal 7j that performs the process of generating (the relay schedule) and storing it in the relay schedule table (FIG. 4) of the CTI device 6 forms connection request destination setting change processing means in claim 6 of the present invention.

  The application for acquiring the setting of the mobile phone 2 that has received the setting information acquires the telephone number and appointment time from the received setting information, and sets the telephone number in the storage unit (not shown). The process and the timer setting process described above for setting the appointment time are performed.

  That is, on the condition that the call with the call center device (communication terminal 7j) is terminated, the setting change application (setting acquisition application) is started to access the call center device (CTI device 6), and the accessible When there is access data (the relay schedule stored in association with the user ID of the user of the mobile phone 2), the setting change of at least the contracted telephone number included in the access data acquired by the access The mobile phone 2 that implements (stores in a storage unit (not shown)) corresponds to the mobile phone according to claim 6 of the present invention.

  In this way, when the mobile phone already has a function to connect to the Internet network, the connection identification information (telephone number) of the contract partner who accesses and changes the setting of the CTI device 6 constituting the call center device. Is stored in a mobile phone having a function of connecting to the Internet network, for example, by storing a setting change application that is a dedicated application operable on the mobile phone. The functions required for the mobile phone can be obtained easily.

  Next, a direct connection communication system as a third modification of the present embodiment will be described.

  For example, in the above-described embodiment, in the above-described post-call processing shown in FIG. 6, a call history including a telephone number and a relay time is transmitted from the call center to the mobile phone 2 using the PB tone signal via the public line network 4. However, the present invention is not limited to this, and may be configured as shown in FIG.

  This configuration will be described. A CTI device 6 of a call center having a communication function via the Internet and a mobile phone 2 are connected so as to be able to perform data communication via an Internet network 10 as shown in FIG. 2, the mobile phone 2 activates an application for transmitting a call history. For example, if the call history transmission application is registered as a standby application that is activated on condition that the mobile phone 2 enters a standby state, the mobile phone 2 enters a standby state after the end of the reception. After that, the call history transmission application is started immediately. Or you may make it start the application for call history transmission once a day with a timer.

  Then, the call history transmission application transmits the call history including the user ID of the user of the mobile phone 2 and including the telephone number and the relay time to the CTI device 6 of the call center via the Internet network 10. . As a transmission method, transmission by e-mail, upload by HTTP (Hyper Text Transfer Protocol), or the like may be used as appropriate.

  The call center that has received the call history adds and updates a predetermined usage fee to the usage fee corresponding to the user ID of the user based on the intermediary time acquired from the received call history, and obtains it from the received call history. Based on the brokerage telephone number, the brokerage time is added and updated to the brokerage time corresponding to the company ID of the contracting company (doctor) as the brokerage destination.

  As described above, according to the communication system for direct connection according to the present embodiment, it is desirable when the user simply changes the setting of the call center or setting by simply operating the dedicated button 3 without imposing a heavy burden on the user. Can make calls with contracting companies (contractees) who are the contacts of the company, and all calls between these contracting companies (contractees) and mobile phones 2 and contracting companies (contractees) Since the service is directly implemented without going through the call center that provides the service, it is possible to provide the service without increasing the processing load and the equipment load because the line is connected to the service providing organization.

  In addition, according to the direct connection communication system of the present embodiment, the user simply operates the dedicated button 3 at the appointment time, and the contract company (contract) is the telephone number whose setting is changed together with the appointment time. It is possible to easily carry out a call with the first), and the convenience for the user can be further improved.

  In addition, according to the direct connection communication system of the present embodiment, it is informed that the appointment time, which is the usage time, has been reached in the mobile phone, so that the user forgets to operate the dedicated button 3 at the appointment time. Can be reduced.

  Further, according to the direct connection communication system of the present embodiment, the PB tone signal is transmitted to the mobile phone 2 on the line connected by the outgoing call, and the setting change is performed. By using the signal, there is no need to send data or e-mail etc. to change the settings separately from the line connected by these calls, so the communication cost and communication for setting these timers The load can be reduced.

  Further, according to the direct connection communication system of the present embodiment, even when the change is set in the mobile phone 2, the user can easily operate the call center by operating the second operation mode (long press). A call can be made with the operator.

  In addition, according to the direct connection communication system of the present embodiment, based on the call time with the contract company (contractee), the user information table serving as the use information storage means is issued to the contract company (contractee). Since the usage amount that is the usage information stored in association with the telephone number of the mobile phone 2 of the calling user is updated, the usage information including the call time with these contracted companies (contractees) at the call center It is possible to accurately manage the usage amount.

  Although the embodiments of the present invention have been described with reference to the drawings, the specific configuration is not limited to these embodiments, and modifications and additions within the scope of the present invention are included in the present invention. It is.

  For example, in the above embodiment, the operator performs the acquisition of the empty schedule from the contractor. However, the present invention is not limited to this, and the acquisition of these empty schedules is performed by, for example, the CTI device 6. A voice guidance requesting input of a vacant schedule may be transmitted, the time of the vacant schedule may be received by a PB tone signal, and the available time may be automatically acquired.

  Further, in the embodiment, the appointment time is included as the contents to be changed in the mobile phone 2, and the dedicated button 3 is operated when the time corresponds to the appointment time. However, the present invention is not limited to this, and automatic calling to these contracting companies (contractees) is performed. Regardless of the appointment time, it may be uniquely implemented by operating the dedicated button 3 again after the setting is changed.

  Moreover, in the said Example, although alerting | reporting is implemented at the appointment time with a mobile telephone, this invention is not limited to this, As a structure which does not implement alerting | reporting that these appointment times were reached. Also good.

1 is a system diagram showing an overview of a direct connection communication system in an embodiment of the present invention. (A) is a figure which shows the user information table used for the Example of this invention, (b) is a figure which shows the operator information table used for the Example of this invention, (c), It is a figure which shows the contract company information table used for the Example of this invention. It is a figure which shows the reception assistance screen displayed on the communication terminal used for the Example of this invention. It is a figure which shows the agency schedule table used for the Example of this invention. It is explanatory drawing which shows operation | movement of the communication system for direct connection in the Example of this invention. It is explanatory drawing which shows operation | movement of the communication system for direct connection in the Example of this invention. (A) is a figure which shows the 1st modification in a setting process, (b) is a figure which shows the 2nd modification in a setting process, (c) is a figure which shows the modification in a post-call process. is there.

Explanation of symbols

2 Mobile phone 3 Dedicated button 4 Public line network 5 Private branch exchange 6 CTI devices 7a, 7b, ... Communication terminal 7j Communication terminal 10 Internet network

Claims (8)

A mobile communication body that can be carried by a user and has a communication function through at least a communication network;
A call center device installed in a call center that provides communication services to users registered in advance and capable of communicating with a user carrying the mobile communication body through a communication line network and an operator of the call center;
A direct connection communication system comprising:
The mobile communication body includes at least a dedicated operation unit for performing a connection request operation to the call center device,
The call center device
User connection identification information storage means for storing the connection identification information of the mobile communication body of the user registered in advance;
Connection request accepting means for accepting a connection request transmitted from the mobile communication body by operating the dedicated operation unit and connection identification information of the mobile communication body;
Line connection means for performing line connection for the connection request received together with the connection identification information on condition that the connection identification information accepted by the connection request acceptance means is stored in the user connection identification information storage means When,
Contract destination connection identification information storage means for storing connection destination identification information of a contract destination that has been contracted in advance;
Use contract destination accepting means for accepting designation of a contract destination used by a user connected by the line connection means from among the contract destinations stored in the contract destination connection identification information storage means;
Change the setting of the connection destination connection identification information received by the use contract destination reception means stored in the contract destination connection identification information storage means to a connection request destination by operating the dedicated operation unit of the mobile communication body. Connection request destination setting change processing means for performing processing for
With
When the connection request destination setting change processing unit has changed the connection request destination setting, the mobile communication body is connected to the contract destination connection identification information whose setting has been changed by operating the dedicated operation unit. A communication system for direct connection, characterized by requiring. The usage contract receiver receiving means further receives a use time for using the received contract receiver,
The connection request destination setting change processing means changes and sets the use time received by the use contract destination accepting means in association with the connection destination identification information of the contract destination,
When the dedicated operation unit is operated, the mobile communication body sets the use time when the time at that time is a time corresponding to the use time changed by the connection request destination setting change processing means. 2. The direct connection according to claim 1, wherein a connection request is made to the connection identification information of the corresponding contract partner, and the connection request is made to the call center device when the current time does not correspond to the use time whose setting has been changed. Communication system for connection. The call center device includes notification time setting processing means for performing processing for setting the usage time received by the usage contract receiver receiving means to the notification time in the mobile communication body,
The communication system for direct connection according to claim 2, wherein the mobile communication body notifies the use time when the notification time set by the notification time setting processing means is reached. . The connection request destination setting change processing means transmits at least information of the connection destination identification information of the contract destination to be changed and set to the mobile communication body by a PB tone signal,
In response to the reception of the PB tone signal, the mobile communication body changes the connection identification information of the contract party converted from the received PB tone signal to a connection request destination by operation of the dedicated operation unit. The communication system for direct connection according to any one of claims 1 to 3. The connection request destination setting change processing means transmits at least a short message including information on connection identification information of a contract destination to be changed and set to the mobile communication body,
In response to the reception of the short message, the mobile communication body activates a setting change application corresponding to the short message and changes the setting of at least the contract identification information for connection included in the received short message. The direct connection communication system according to any one of claims 1 to 3. The mobile communication body has a connection function to the Internet network,
The call center device is connected to the Internet network so that data communication is possible,
The connection request destination setting change processing means generates access data including information on connection identification information of a contract destination to be changed and set that can be accessed by the mobile communication body via the Internet network,
The mobile communicator starts a setting change application on the condition that communication with the call center device is completed, accesses the call center device, and when the access data that can be accessed exists, The communication system for direct connection according to any one of claims 1 to 3, wherein at least the setting of connection identification information of a contract partner included in the acquired access data is changed.   When the connection request destination setting change processing unit has changed the connection request destination setting and the mobile communication body is operated in a second operation mode different from the normal operation mode, the setting change is performed. 7. The direct connection communication system according to claim 1, wherein a connection request is made to the call center device without requesting connection to the connection identification information of the contracted party. The mobile communication body can individually identify the connection identification information and communication time of the contracted party connected via the line by requesting connection based on the operation of the dedicated operation unit, and the user carrying the mobile communication body. A communication history including at least the user identification information is transmitted to the call center device,
The call center device includes usage information storage means for managing the usage information of the user in association with the user identification information, and based on the reception of the communication history, the communication history received in the usage information storage means The communication system for direct connection according to claim 1, wherein usage information corresponding to the included user identification information is updated.

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