JP2007228024A - Remote consulting system, program and virtual shared screen program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To prevent connection destination mistake of client in a remote consulting system. <P>SOLUTION: The remote consulting system comprises a client terminal, a first termination terminal, a second termination terminal, a controller for controlling connection between the terminals, and a virtual shared screen server for storing the shared screen between the terminals. The client terminal, the first termination terminal, the second termination terminal, the connection controller, and the virtual shared screen server are connected through a network. The client terminal establishes communication with the first termination terminal and performs remote consult communication, the virtual shared screen server performs information sharing between the client terminal and the first termination terminal, the first termination terminal establishes communication with the second termination terminal and transfers remote consult communication to the second termination terminal, the virtual shared screen server performs information sharing between the client terminal, the first termination terminal and the second termination terminal, and the second termination terminal establishes communication with the client terminal and continues the transferred remote consulting communication with the client terminal. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a remote consultation system, a remote consultation program, and a virtual shared screen program.

Conventionally, the technology known as relating to the communication method of a remote terminal includes: “... a specific service provided by a specific user with a special number as an incoming number from a communication device connected to the exchange. When the remote communication control device provides the information held by the remote communication control device to the information processing device, the information processing device uses the information to determine subsequent processing according to the algorithm held by the remote communication control device. A step of notifying the remote communication control device of connection information including the processing by the information processing device, and a communication device connected to the switch by the remote communication control device to the switch according to the notification. Or a step of instructing to change a connection method for a communication device connected to the private communication control device ”(Patent Document 1). .
In addition, the technology known as “a computer screen sharing control method for school lessons and corporate meetings that requires multiple computers to share and work on a particular computer screen”. “The centralized management server connected to the network manages the roles and connections of each of one or more screen providing computers, screen sharing computers, and remote control computers connected to the network. Change, add or remove screen sharing computers, and change remote control computers,
There is also a computer screen sharing control method in which the screen sharing computer shares the screen of the screen providing computer via the centralized management server, and the remote control computer operates the screen providing computer. Reference 2).
Japanese Patent No. 3197773 (Claim 1) Japanese Patent No. 3665527 (Technical field to which the invention belongs, Claim 1)

However, in remote consultation using a conventional computer system and network, even if the respondent cannot answer the consultation content from the customer accurately, the consultation will continue or the customer will be informed that an accurate answer cannot be made. And had to finish the consultation. In addition, even if there are other responding personnel who can accurately answer the content of the consultation, the customer has to be notified of the contact information of the responding personnel, and the customer has to contact the responding personnel again.
Therefore, the consultation ends without an accurate answer to the consultation content from the customer, or when the customer contacts another answering person again, the address is wrong, and the consultation ends without being able to contact, There was a problem.
Furthermore, when an important business negotiation is conducted by remote consultation, there is a problem that the consultation is terminated without showing sufficient answers to the customer and the business negotiation opportunity may be lost.

  Therefore, there has been a demand for a remote consultation system that can avoid an address mistake when the customer contacts another answering person again, and can prevent the consultation from being completed without sufficient answer to the customer.

The remote consultation system according to the present invention is:
A customer terminal used by a customer for remote consultation, a first incoming terminal for receiving remote consultation from a customer, and a second incoming terminal for receiving remote consultation transferred from the first incoming terminal A connection control device that controls connection between terminals, and a virtual shared screen server that stores a shared screen between terminals,
The customer terminal, the first incoming terminal, the second incoming terminal, the connection control device and the virtual shared screen server are connected via a network,
The customer terminal establishes communication with the first receiving terminal to perform remote consultation communication,
The virtual shared screen server performs information sharing processing between the customer terminal and the first receiving terminal,
The first receiving terminal establishes communication with the second receiving terminal and transfers the remote consultation communication to the second receiving terminal;
The virtual shared screen server performs information sharing processing between the customer terminal, the first incoming terminal, and the second incoming terminal,
The second incoming terminal establishes communication with the customer terminal and continues the transferred remote consultation communication with the customer terminal.

  According to the present invention, the connection control device centrally manages the connection destination, each terminal establishes communication with each other via the connection control device, and information sharing between the terminals is performed via the virtual shared screen server. Therefore, it is possible to prevent the customer's connection destination error and to reliably transfer the consultation to an appropriate respondent. This also prevents distrust to customers and prevents lost business opportunities.

Embodiment 1 FIG.
FIG. 1 is an overall configuration diagram of a remote consultation system according to Embodiment 1 of the present invention.
The remote consultation system of FIG. 1 includes a customer terminal 111, a call center terminal 121 (first incoming terminal), a specialized center terminal 131 (second incoming terminal), a center server 212, a connection control device 215, and a virtual shared screen server 217. Each of which is connected by a network 101.
The customer terminal 111 is installed at the customer's home or the like and is used by the customer for remote consultation, and includes a communication control AP 112, a screen display AP 113, and a content screen 114. The communication control AP 112 inputs and outputs communication data. The screen display AP 113 outputs the content screen 114. The content screen 114 has a communication screen for displaying content and a TV phone image.
The call center terminal 121 is installed in the call center and is used to receive a remote consultation from a customer, and includes a communication control AP 122, a screen display AP 123, and a content screen 124. The communication control AP 122 inputs and outputs communication data. The screen display AP 123 outputs a content screen 124. The content screen 124 includes a communication screen that displays content and a TV phone image, and a screen that displays customer information.
The specialized center terminal 131 is installed at the same or different location as the call center, and is used when remote consultation from the customer is transferred from the call center terminal 131. The communication center AP 132, the screen display AP 133, and the content screen 134 are used. Is provided. The communication control AP 132 inputs and outputs communication data. The screen display AP 133 outputs a content screen 134. The content screen 134 has a communication screen for displaying content and a TV phone image.
The center server 212 stores information shared by the entire remote consultation system in FIG. 1 and includes personal information storage means 213.
The personal information storage unit 213 stores a customer information table 233 and a staff information table 234. The customer information table 233 stores customer personal information, and the staff information table 234 stores personal information of consulting personnel.
The connection control device 215 establishes communication between terminals, manages connection destination information, and the like, and includes a connection destination information storage unit 216.
The connection destination information storage unit 216 stores a connection destination information table 231 and a connection state table 232.
The virtual shared screen server 217 creates and stores a virtual shared screen corresponding to each terminal.

In FIG. 1, for convenience, it is described that there is one customer terminal 111, one call center terminal 121, and one specialized center terminal 131, but there may actually be a plurality of each terminal.
For example, one or a plurality of customer terminals 111 can be installed for each customer's home, and a plurality of call center terminals 121 and specialized center terminals 131 can be installed for each center in each location.

FIG. 2 explains the overall processing flow of the remote consultation system of FIG.
(S21) The customer attempts to connect to the call center terminal 121 by operating the customer terminal 111 when performing remote consultation to the call center. Details will be described with reference to FIG.
(S22) Next, the virtual shared screen server 217 creates a virtual shared screen corresponding to the customer terminal 111 and the call center terminal 121. Details will be described with reference to FIGS.
(S23) Next, after the customer terminal 111 and the call center terminal 121 are connected, the customer and the call center consultant perform remote consultation while communicating using the customer terminal 111 and the call center terminal 121, respectively.
Next, it is assumed that the consultation content that the call center consultant cannot answer accurately is received from the customer (not shown).
(S24) Next, the call center consultant tries to connect to the specialist center terminal 131 by operating the call center terminal 121 in order to transfer the consultation content to the specialist center consultant. Details will be described with reference to FIG.
(S25) Next, the specialized center terminal 131 acquires a virtual shared screen from the virtual shared screen server 217. Details will be described with reference to FIG.
(S26) Next, after the call center terminal 121 and the specialist center terminal 131 are connected, the consultant of the call center and the consultant of the specialist center exchange on the respective terminals that the contents of consultation from the customer are transferred. .
(S <b> 27) Next, the consultant at the specialized center operates the specialized center terminal 131 to try to connect to the customer terminal 111. Details will be described with reference to FIG.
(S28) Next, after the specialized center terminal 131 and the customer terminal 111 are connected, the consultation staff of the customer and the specialized center perform remote consultation while communicating using the customer terminal 111 and the specialized center terminal 131, respectively. .

FIG. 3 illustrates a screen image of the content screen 114 when the customer attempts to connect to the call center terminal 121 by operating the customer terminal 111 in S21 of FIG.
The content screen 114 includes a TV phone image display unit 114a and a content display unit 114b.
In the initial state of the content screen 114, since communication with the call center terminal 121 has not been established, the TV phone image display unit 114a does not display a TV phone image or the like, and the content display unit displays only the initial menu. (“Initial state of content screen 114” in FIG. 3).
When the customer presses the “connect” button, a pop-up window for selecting a connection destination is displayed (“when the“ connect ”button is pressed” in FIG. 3). The pop-up window displays a plurality of prescribed connection destination options, and the customer selects one of the options and presses the “Connect” button in the pop-up window. The pressing operation starts the process of S21 in FIG. 2 (details of S21 are shown in FIG. 8).

The “connection destination” here is for selecting which call center to connect to when there are a plurality of call centers that can be connected.
This “destination” call center may be a specified one, or if the customer knows the telephone number or address of the call center, the “destination” may be manually input. Alternatively, the connection destination once manually input may be automatically stored in the customer terminal 111 so that the user can select from the “connection destination” options thereafter.

  Next, the structure of a table included in the center application 212 and the connection control device 215 will be described with reference to FIGS.

FIG. 4 explains the configuration of the connection destination information table 231. Hereinafter, each column will be described.
“Customer ID” is an internal ID for identifying a customer who uses the customer terminal 111. In the remote consultation system according to the first embodiment, each customer is identified by this value. For example, when referring to the personal information of the customer, the value is used as a key. Details will be described with reference to FIG.
“Customer authentication character string” is a character string used to confirm that the customer is the person, and typically uses a password, but any character string can be used as long as the customer can be confirmed. For example, an E-Mail address may be used.
The “connection destination terminal ID” is used to specify the call center terminal 121 to be connected when a customer places a call to the call center.
A detailed method for specifying the call center terminal 121 to be connected by the “connection destination terminal ID” will be described with reference to FIG.

The “customer ID” and “customer authentication character string” may be prompted for input to the customer when the customer terminal 111 is activated, or may be prompted for connection when attempting to connect to the call center terminal 121, for example. Good.
In the following, the input of “customer ID” and “customer authentication character string” will not be particularly illustrated, but the description will be made on the assumption that the identity verification of the customer has been completed by inputting both values.

FIG. 5 explains the configuration of the connection state table 232. Hereinafter, each column will be described.
The “terminal ID” is an ID individually assigned to the customer terminal 111, the call center terminal 121, and the specialized center terminal 131, and is used to identify each terminal.
The “terminal address” is a network address for connecting to each terminal, and can be an IP address when the network 101 is the Internet.
“Terminal type” is a flag representing the distinction between customer terminal / call center terminal / specialty center terminal. For example, a value of “1” indicates a customer terminal, a value of “2” indicates a call center terminal, and a value of “3” indicates “customer terminal”. It can represent a specialized center terminal.
The “terminal user ID” is an identification ID of a person who operates the terminal. In the case of a customer terminal, the value of the “customer ID” in the connection destination information table 231 is a call center terminal or a specialized center terminal. The “personnel ID” described later in FIG. 11 is set.
The “terminal status” is a flag indicating the call state of the terminal, and details will be described later with reference to FIG.

Normally, once the call center terminal 121 and the specialized center terminal 131 are installed, the call center terminal 121 and the specialized center terminal 131 are permanently installed in the place, and are always in an incoming call waiting state. Therefore, values other than the “connection destination status” It will not be changed except for changes.
On the other hand, depending on the connection environment on the customer side, the customer terminal 111 may have a different IP address for each connection, or the same customer may make a remote consultation using different terminals.
By providing the tables shown in FIG. 4 to FIG. 6, it is possible to centrally manage the connection status and connection destinations of customer terminals, so that the same remote consultation service can be provided even if the customer connection environment or terminal used is different. It becomes possible.

FIG. 6 illustrates values set in the “connection destination status” of the connection state table 232.
The value “Etc” is set when the state of the terminal is unknown from the outside, such as a terminal failure, connection failure, or abnormal termination of the call.
The value “Online” is set to indicate that the terminal is connected to the network and operated, but no call is being made.
The value “Offline” is set when the terminal is connected to the network but has not been operated for a certain period of time.
The value “Talking” is set when the terminal is connected to the network and indicates that a call is being made.
The value “Busy” is set when the terminal is connected to the network and no call is made, but the call cannot be accepted.

FIG. 7 explains the configuration of the customer information table 233. Hereinafter, each column will be described.
The “customer ID” is the same as the “customer ID” in the connection destination information table 231 and is an internal ID for identifying the customer who uses the customer terminal 111. When the counselor acquires the customer's personal information, the customer information table 233 is searched using this value as a key, and the customer's personal information can be obtained from the values in the following columns.
“Customer name”, “customer telephone number”, and “customer address” indicate the name / phone number / address of the customer identified by the customer ID, and are personal information of the customer.
The “updater” and “update date” are for recording the person who updated the data value in the customer information table 233 and the date.

FIG. 8 explains the processing content of S21 of FIG.
(S21-1) The customer terminal 111 issues an instruction to the communication control AP 112, and transmits a connection request for the call center terminal 121 to the connection control device 215. At this time, the customer terminal 111 transmits the “customer ID”, its own “terminal ID”, and “IP address” simultaneously.
(S21-2) Next, the connection control device 215 searches the connection destination table 231 using the “customer ID” transmitted from the customer terminal 111 in step (1) as a key, and the “customer ID” corresponding to the “customer ID”. Acquire connection destination terminal ID.
Next, the connection control device 215 searches the connection state table 232 using the acquired “connection destination terminal ID” as a key, and the “terminal address” and “terminal” of the call center terminal 121 corresponding to the “connection destination terminal ID”. "Status" is acquired.
(S 21-3) Next, the connection control device 215 returns a connection possibility to the customer terminal 111 based on the acquired “terminal status”. Here, it is assumed that “connection permission” is returned.
Next, the customer terminal 111 issues an instruction to the communication control AP 112 and receives a “connection permission” reply. At this time, the connection control device 215 returns the address of the call center terminal 121 at the same time.
(S21-4) Next, the connection control device 215 updates the connection state table 232, sets the “terminal ID”, “terminal address”, “terminal type”, and “terminal user ID” of the customer terminal 111; “Talking” is set in “terminal status”.
Similarly, the “terminal status” of the call center terminal 121 is also set to “Talking”.
(S21-5) Next, the customer terminal 111 issues an instruction to the communication control AP 112 and attempts to establish communication with the call center terminal 121. At this time, the customer terminal 111 transmits “customer ID”, its own “terminal ID”, and “IP address” simultaneously.
(S21-6) Next, the call center terminal 121 issues an instruction to the communication control AP 122 and accepts the connection request transmitted by the customer terminal 111.
When the connection is established, the TV phone image of the other party is displayed on the TV phone image display section on both the content screen 114 of the customer terminal 111 and the content screen 124 of the call center terminal 121, and the TV phone starts.

9 to 11 explain the contents of S22 of FIG. 2 step by step.
FIG. 9 illustrates a process in which the virtual shared screen server 217 creates a virtual screen corresponding to the customer terminal 111 in S22 of FIG.
(S22-0) Before the customer sends a call using the customer terminal, the call center terminal 121 and the specialized center terminal 131 do not receive a call, so nothing is displayed on the content screen 124 and the content screen 134. Absent.
(S22-1) When the customer activates the customer terminal 111 and performs an operation on the content display unit of the content screen 114, the customer terminal 111 transmits the operation information to the virtual shared screen server 217.
“Operation” here refers to, for example, operating a keyboard or mouse, and “operation information” refers to, for example, which key on the keyboard is pressed, how the mouse moves on the screen, and which Says information about whether it was clicked at a position.
(S22-2) Next, the virtual shared screen server 217 creates a virtual content screen 114 ′ corresponding to the content screen 114 of the customer terminal 111. The virtual content screen 114 ′ does not need to correspond to all the display portions of the content screen 114, and may be created only for the display portions that are desired to be shared with other terminals.
At this time, the virtual shared screen server 217 configures the virtual screen management AP 117 in the virtual content screen 114 ′. The role of the virtual screen management AP 117 will be described with reference to FIG.
In FIG. 9, a content display unit is created on the virtual content screen 114 ′.
(S22-3) Thereafter, the content display unit on the content screen 114 of the customer terminal 111 and the content display unit on the virtual content screen 114 ′ of the virtual shared screen server 217 are kept the same.
When the customer again performs an operation on the content display unit on the content screen 114 of the customer terminal 111, terminal operation information is transmitted to the virtual shared screen server 217 as in step (S22-1), and the content display on the virtual content screen 114 ′ is performed. The content is the same as that of the content display portion on the content screen 114.

In this manner, the shaded portion in FIG. 9 maintains the same content between the customer terminal 111 and the virtual shared screen server 217.
In FIG. 9, the virtual shared screen server 217 creates the virtual content screen 124 ′ when an operation is performed on the content display unit. However, the creation timing of the virtual content screen 124 ′ is not limited to this. For example, it may be created when the customer terminal 111 is activated.

FIG. 10 illustrates a process in which the virtual shared screen server 217 creates a virtual screen corresponding to the call center terminal 121 when communication between the customer terminal 111 and the call center terminal 121 is established.
(S22-4) As shown in (5) to (6) of FIG. 8, the customer terminal 111 tries to establish communication with the call center terminal 121. At this time, the customer terminal 111 transmits “customer ID”, its own “terminal ID”, and “IP address” simultaneously.
(S22-5) After the communication between the customer terminal 111 and the call center terminal 121 is established, the call center terminal 121 notifies the virtual shared screen server 217 that the communication is established. At this time, the “customer ID”, “terminal ID”, and “IP address” transmitted by the customer terminal 111 are simultaneously transmitted to the virtual shared screen server 217.
(S22-6) Next, the virtual shared screen server 217 creates a virtual content screen 124 ′ corresponding to the content screen 124 of the call center terminal 121. At this time, the virtual shared screen server 217 configures the virtual screen management AP 127 in the virtual content screen 124 ′.
(S22-7) Next, the virtual shared screen server 217 uses the “customer ID” and “terminal ID” transmitted by the call center terminal 121 as keys to search for a virtual content screen (virtual content screen 114 ′) corresponding thereto. To do.
(S22-8) The virtual shared screen server 217 causes the virtual screen management AP 117 and the virtual screen management AP 127 to share the screen data of the virtual content screen 114 ′ and the virtual content screen 124 ′. Thereafter, the same contents are maintained in the virtual content screen 114 ′ and the virtual content screen 124 ′.
(S22-9) The virtual shared screen server 217 transmits the contents of the virtual content screen 124 ′ to the call center terminal 121.

In this way, the content display unit on the virtual content screen 124 ′ and the content display unit on the content screen 124 of the call center terminal 121 are kept the same.
Since the virtual content screen 124 ′ is kept in the same content as the virtual content screen 114 ′ on the virtual shared screen server 217, as a result, all the shaded portions in FIG. 10 are kept in the same content.

FIG. 11 illustrates a process when the virtual shared screen server 217 inquires customer information to the center server 212, creates a customer information screen, and transmits it to the call center terminal 121.
(S22-10) The virtual shared screen server 217 queries the center server 212 for the customer information using the “customer ID” transmitted from the call center terminal 121 as a key.
(S22-11) Next, the virtual shared screen server 217 creates a customer information screen in the virtual content screen 124 ′ based on the acquired customer information.
(S22-12) The same contents are maintained on the virtual content screen 114 ′ and the virtual content screen 124 ′.
(S22-13) The virtual shared screen server 217 transmits the contents of the virtual content screen 124 ′ to the call center terminal 121.

In this way, the customer information screen created in the virtual content screen 124 ′ is transmitted to the call center terminal 121 together with the content of the content display unit.
In FIG. 11, the customer information screen is created in the virtual content screen 124 ′. However, since the contents of the virtual content screen are all kept the same as a result, the customer information screen is displayed in any virtual content screen. An information screen may be created.
In addition, a customer information screen is also created on the virtual content screen 114 ′. However, since the customer information screen is unnecessary in the customer terminal 111, it is not necessary to provide a customer information screen on the content screen 114.

FIG. 12 illustrates how the content screen 124 of the call center terminal 121 changes when the connection between the customer terminal 111 and the call center terminal 121 is established.
In the initial state of the content screen 124, since communication with the customer terminal 111 has not been established, the TV phone image display unit 124a does not display a TV phone image or the like, and nothing is displayed on the content display unit. No (“initial state of content screen 124” in FIG. 12).
When the connection with the customer terminal 111 is established, the video image of the customer operating the customer terminal 111 is displayed on the TV phone image display unit 124a, the customer information of the customer is displayed on the customer information screen 124c, and the customer displays the content. In the case of browsing, the same content is displayed on the content display unit 124b ("when establishing connection with the customer terminal 111" in FIG. 12).

FIG. 13 illustrates a screen image of the content screen 134 when the consultation content is transferred from the call center terminal 121 to the professional center terminal 131 in S24 of FIG.
In general, there are a wide variety of consultation contents from customers, and it is desirable that there are a plurality of destinations for transferring consultation contents accordingly. Therefore, for example, as shown in the pop-up window in FIG. 13, if it is possible to select an appropriate transfer destination from a plurality of specified transfer destination options and know skill information held by transfer destination personnel, the call center This is convenient for personnel who operate the terminal 121. Further, if a person having a desired skill can be searched by keyword search, the convenience is further increased.
Such consultation staff search can be realized by building a staff database and referring to it during the search. Details will be described with reference to FIG.

FIG. 14 explains the configuration of the personnel information table 234. Information related to consulting personnel at the call center and the specialized center is stored in the personnel information table 234. Hereinafter, each column will be described.
The “center number” is an internal number assigned to identify the call center or specialized center to which the staff belongs. It is convenient to use this value when managing and searching for the location of each center.
“Personnel ID” is an internal ID for identifying call center personnel and specialist center personnel.
“Personnel name” and “personnel telephone number” indicate the name / phone number of the personnel identified by the personnel ID, and are personal information of the personnel.
“Staff details” is a character string that describes detailed information such as the skill of the staff.
The “updater” and “update date” are for recording the person who updated the data value of the personnel information table 234 and the date.

FIG. 15 explains the contents of S24 of FIG.
(S24-0) The call center terminal 121 issues an instruction to the communication control AP 122, and inquires the center server 212 in advance of a transfer destination list. The center server 212 refers to the personnel information table 234 and returns the acquired transfer destination list to the call center terminal 121.
(S24-1) The call center terminal 121 issues an instruction to the communication control AP 122, and transmits a connection request for the specialized center terminal 131 to the connection control device 215. At this time, the call center terminal 121 simultaneously transmits the “personnel ID” of the transfer destination.
(S24-2) The connection control device 215 searches the connection state table 232 using the “personnel ID” transmitted from the call center terminal 121 as a key, and has the value of the “personnel ID” as the “terminal user ID”. The “terminal address” and “terminal status” of the center terminal 131 are acquired.
(S24-3) Next, the connection control device 215 returns a connection possibility to the call center terminal 121 based on the acquired “terminal status”. Here, it is assumed that “connection permission” is returned.
Next, the call center terminal 121 issues an instruction to the communication control AP 122 and receives a “connection permission” reply. At this time, the connection control device 215 returns the address of the specialized center terminal 131 at the same time.
(S24-4) Next, the connection control device 215 updates the connection state table 232 and sets the “terminal status” of the specialized center terminal 131 to “Talking”.
(S24-5) Next, the call center terminal 121 issues an instruction to the communication control AP 122 and attempts to establish communication with the specialized center terminal 131. At this time, the call center terminal 121 transmits “customer ID” and its own “terminal ID” and “IP address” simultaneously.
(S24-6) Next, the specialized center terminal 131 issues an instruction to the communication control AP 132 and accepts the connection request transmitted by the call center terminal 121.
When the connection is established, the TV phone image of the other party is displayed on the TV phone image display section on both the content screen 124 of the call center terminal 121 and the content screen 134 of the professional center terminal 131, and the TV phone starts.
(S24-7) While the process of FIG. 15 is being performed, the communication between the customer terminal 111 and the call center terminal 121 remains established (“connected” in FIG. 15).

FIG. 16 explains the contents of S25 of FIG.
(S25-1) As shown in (5) to (6) of FIG. 15, the call center terminal 121 attempts to establish communication with the professional center terminal 131. At this time, the call center terminal 121 transmits “customer ID”, “terminal ID”, and “IP address” simultaneously.
(S25-2) After the communication between the call center terminal 121 and the specialized center terminal 131 is established, the specialized center terminal 131 notifies the virtual shared screen server 217 that the communication is established. At this time, the “customer ID”, “terminal ID”, and “IP address” transmitted by the call center terminal 121 are transmitted simultaneously.
(S25-3) Next, the virtual shared screen server 217 creates a virtual content screen 134 ′ corresponding to the content screen 134 of the specialized center terminal 131. At this time, the virtual shared screen server 217 configures a virtual screen management AP 137 in the virtual content screen 134 ′.
(S25-4) Next, the virtual shared screen server 217 searches the virtual content screen 114 ′ using “customer ID” and “terminal ID” transmitted by the specialized center terminal 131 as keys.
(S25-5) Thereafter, the virtual shared screen server 217 uses the virtual screen management AP 117 to virtual screen management AP 137 to keep the virtual content screen 114 ′ to the virtual content screen 134 ′ in the same content.
(S25-6) The virtual shared screen server 217 transmits the contents of the virtual content screen 134 ′ to the call center terminal 131.

  In this way, the specialized center terminal 131 can obtain the same screen contents as the customer terminal 111 and the call center terminal 121 via the virtual content screen 134 '.

FIG. 17 explains the contents of S27 of FIG.
(S27-0) First, communication between the customer terminal 111 and the call center terminal 121, and between the call center terminal 121 and the professional center terminal 131 is still established ("connected" in FIG. 17). .
(S27-1) The call center terminal 121 instructs the communication control AP 122 to disconnect from the specialized center terminal 131.
(S27-2) Next, the call center terminal 121 notifies the connection control device 215 of a change in the connection state (terminal status). At this time, the call center terminal 121 transmits its own “terminal ID” at the same time.
(S27-3) Next, the connection control device 215 sets the “terminal status” of the data corresponding to the “terminal ID” transmitted by the call center terminal 121 to any of “Online”, “Offline”, and “Etc”. .
(S27-4) Next, the professional center terminal 131 issues an instruction to the communication control AP 132 and tries to connect to the customer terminal 111. The customer terminal 111 issues an instruction to the communication control AP 112 and receives a connection request from the specialized center terminal 131.

FIG. 18 illustrates a state in the virtual shared screen server 217 after the call center terminal 121 is disconnected.
After the call center terminal 121 is disconnected, the virtual content screen 124 ′ is no longer necessary and is deleted, and the screen data is shared between the virtual content screen 114 ′ and the virtual content screen 134 ′.

In the remote consultation system of FIG. 1, one customer terminal 111, one call center terminal 121, and one specialized center terminal 131 are provided, but a plurality of any of these terminals may exist.
The virtual shared screen server 217 can be realized by incorporating software having functions of the virtual screen management AP 117 to the virtual screen management AP 137 into virtual screen software (for example, Patent Document 2) used for remote work.

As described above, according to the remote consultation system according to the first embodiment,
A customer terminal 111 used by the customer for remote consultation, a first incoming terminal 121 for accepting remote consultation from the customer, and a second for accepting remote consultation transferred from the first incoming terminal. A receiving terminal 131, a connection control device 215 for controlling connection between terminals, and a virtual shared screen server 217 for storing a shared screen between the terminals;
The customer terminal 111, the first incoming terminal 121, the second incoming terminal 131, the connection control device 215 and the virtual shared screen server 217 are connected via a network,
The customer terminal 111 establishes communication with the first receiving terminal 121 to perform remote consultation communication,
The virtual shared screen server 217 performs information sharing processing between the customer terminal 111 and the first receiving terminal 121,
The first receiving terminal 121 establishes communication with the second receiving terminal 131 and transfers the remote consultation communication to the second receiving terminal 131;
The virtual shared screen server 217 performs information sharing processing among the customer terminal 111, the first receiving terminal 121, and the second receiving terminal 131,
Since the second incoming terminal 131 establishes communication with the customer terminal 111 and continues the transferred remote consultation communication with the customer terminal 111,
The content screen can be kept the same between the customer terminal 111 and the call center terminal 121, and an efficient consultation service can be performed.

Further, when the virtual shared screen server 217 performs information sharing processing between the customer terminal 111 and the first receiving terminal 121,
The customer terminal 111 transmits terminal operation information to the virtual shared screen server 217,
The virtual shared screen server 217 creates a first virtual screen 114 ′ corresponding to the customer terminal 111,
The virtual shared screen server 217 transmits the first virtual screen 114 ′ to the customer terminal 111,
The first receiving terminal 111 notifies the virtual shared screen server 217 that communication with the customer terminal 111 has been established,
The virtual shared screen server 217 creates a second virtual screen 124 ′ corresponding to the first receiving terminal 111,
The virtual shared screen server 217 shares the screen data of the first virtual screen 114 ′ and the second virtual screen 124 ′,
Since the virtual shared screen server 217 transmits the second virtual screen 124 ′ to the first receiving terminal 111,
Even if an operation is performed on the customer terminal 111 after the connection is established, the content on the content screen can be kept the same.

When the virtual shared screen server 217 performs information sharing processing among the customer terminal 111, the first receiving terminal 121, and the second receiving terminal 131,
The second receiving terminal 131 notifies the virtual shared screen server 217 that communication with the first receiving terminal 121 has been established,
The virtual shared screen server 217 creates a third virtual screen 134 ′ corresponding to the second receiving terminal 131,
The virtual shared screen server 217 shares the screen data of the first virtual screen 114 ′, the second virtual screen 124 ′, and the third virtual screen 134 ′,
Since the virtual shared screen server 217 transmits the third virtual screen 134 ′ to the second receiving terminal 131,
Customer information can be handed over to the specialized center terminal 131 reliably and easily, and the contents of the content screen can always be kept the same among the customer terminal 111, the call center terminal 121 and the specialized center terminal 131. Consulting services can be conducted.

In addition, a personal information storage unit 213 connected to the customer terminal 111, the first incoming terminal 121, the second incoming terminal 131, the connection control device 215, and the virtual shared screen server 217 via a network is provided,
The personal information storage means 213 stores customer information related to customers who use the customer terminal 111,
The virtual shared screen server 217 acquires the customer information from the personal information storage unit 213, and at least the first virtual screen 114 ′, the second virtual screen 124 ′, or the third virtual screen 134 ′. Since we decided to create a screen corresponding to the customer information in one,
Customer information can be shared only by exchanging customer IDs between terminals, and when the consultation is transferred, there is no need to re-examine the customer information and the contents of the consultation can be taken over smoothly.

When the customer terminal 111 establishes communication with the first receiving terminal 121,
The customer terminal 111 transmits a connection request for the first receiving terminal 121 to the connection control device 215,
The connection control device 215 confirms whether to connect to the first receiving terminal 121,
Since the connection control device 215 returns a connection possibility to the customer terminal 111,
The connection state between the terminals can be grasped by the connection control device 215, and processing according to the connection state can be performed.

When the first receiving terminal 121 establishes communication with the second receiving terminal 131,
The first receiving terminal 121 transmits a connection request for the second receiving terminal 131 to the connection control device 215;
The connection control device 215 confirms whether to connect to the second receiving terminal 131,
Since the connection control device 215 returns a connection permission / rejection to the first receiving terminal 121,
If the consultant cannot answer the consultation content accurately, the consultation content can be reliably transferred to another consultant who can answer accurately.

When the second receiving terminal 131 establishes communication with the customer terminal 111,
The first receiving terminal 121 disconnects communication with the second receiving terminal 131;
Since the second receiving terminal 131 establishes communication with the customer terminal 111,
Consultation between the customer and the second receiving terminal 131 can be reliably started without any special operation by the customer and the consultant at the transfer destination.

The connection control device 215 stores connection destination information for specifying a connection destination of the customer terminal 111, the first incoming terminal 121, or the second incoming terminal 131,
The customer terminal 111, the first receiving terminal 121, or the second receiving terminal 131 acquires the connection destination information from the connection control device 215, and communicates with the connection destination terminal using the connection destination information. So we decided to establish
As the customer, the customer terminal 111 can be centrally managed and connected to the same call center terminal 121 even if the customer connection environment and the terminal used are different, and the same consulting staff will respond. Has the effect of increasing the sense of security and prompting consultation.

The connection control device 215 is provided with a connection state table 232 for storing the connection state of the terminal.
When the connection control device 215 is connected to the customer terminal 111, the first incoming terminal 121 or the second incoming terminal 131, the connection state of the connected terminal is stored in the connection state table 232;
Based on the connection status, we decided to send back the connection permission to each terminal.
You can centrally manage the connection status and address of the terminal, reduce the management load on each terminal, and display the appropriate message quickly when the connection destination is busy. It becomes possible to prompt action.
Furthermore, when the connection destination terminal is busy, it is possible to connect to another terminal once and perform an operation that does not wait for the customer.

The personal information storage means 213 stores personnel information related to personnel using the first incoming terminal or the second incoming terminal,
The first receiving terminal 121 or the second receiving terminal 131 acquires the personnel information from the personal information storage unit 213 and establishes communication with the connection destination terminal using the personnel information. So
An appropriate transfer destination can be selected from a plurality of transfer destination options, and skill information held by transfer destination personnel can be known. Furthermore, since it is possible to search for personnel having a desired skill by keyword search, the convenience of call center consultants increases.

  Further, since the virtual shared screen server 217 is realized by incorporating software having functions of the virtual screen management AP 117 to the virtual screen management AP 137 into the virtual screen software used for remote work, the virtual shared screen server is used by using a computer. The function 217 can be easily realized.

Embodiment 2. FIG.
FIG. 19 is an overall configuration diagram of a remote consultation system according to Embodiment 2 of the present invention.
In the remote consultation system according to the second embodiment, a customer terminal 111, a call center terminal 121, and a specialized center terminal 131 are realized by a computer, and each terminal is connected via the Internet 102.
The customer terminal 111 includes a calculation unit 115 and a storage unit 116. The storage unit 116 stores a communication control AP 112 and a screen display AP 113.
The communication control AP 112 and the screen display AP 113 are software that operates on a computer, and correspond to the “remote consultation program” according to claim 12.
The computing means 115 executes the communication control AP 112 and the screen display AP 113, and further displays the content screen 114.
The call center terminal 121 and the specialized center terminal 131 also have the same configuration as the customer terminal 111, as shown in FIG. That is, the communication control AP 122 and the screen display AP 123 correspond to the “remote consultation program” according to claim 13, and the communication control AP 132 and the screen display AP 133 correspond to the “remote consultation program” according to claim 14.
Other configurations are the same as those of the first embodiment shown in FIG.

  Thus, even if each terminal is realized using a computer or the like and each terminal is connected via the Internet, the remote consultation system similar to that of the first embodiment can be realized.

  In addition, since the communication control AP 112 and the screen display AP 113 are realized by software operating on a computer, the customer terminal 111 can be realized by using a computer.

  Further, since the communication control AP 122 and the screen display AP 123 are realized by software operating on a computer, the call center terminal 121 can be realized by using a computer.

  Further, since the communication control AP 132 and the screen display AP 133 are realized by software that operates on a computer, the specialized center terminal 131 can be realized by using a computer.

Embodiment 3 FIG.
The remote consultation system according to the third embodiment of the present invention configures each terminal by using a computer and a Web browser.

FIG. 20 is a screen image when the content screen 124 of the call center terminal 121 according to the first embodiment is configured with a Web browser.
In FIG. 20, one screen of the Web browser is divided into frames to constitute a “TV phone image display unit 124a” and a “content display unit 124b”. In addition, a “customer information screen 124c” is configured on the screen of another Web browser.
As described above, by starting up a plurality of Web browser screens or dividing the frames, it is possible to configure the same screen as that of each terminal of the first embodiment. Since Web browsers are often installed in the computer from the beginning, functions of each terminal can be easily realized without creating a dedicated application.
Similarly, other terminals can be configured using frame division of a web browser or the like.

FIG. 21 illustrates a configuration example of the center server 212 according to the second embodiment.
As shown in FIG. 20, since each terminal is configured using a Web browser, a request issued from each terminal is a request based on an HTTP protocol that specifies a URL. Therefore, the center server 212 that receives a request from each terminal needs to be able to receive a request based on the HTTP protocol.
Therefore, as shown in FIG. 21, a Web server 241 is configured in the center server 212, and a CGI program 242 is installed thereunder. Each terminal can execute processing such as acquisition of table data stored in the center server 212 by issuing an HTTP request to the center server 212 by specifying the URL of the CGI program 242 and receiving the result.

FIG. 22 illustrates a processing flow when the call center terminal 121 inquires customer information from the center server 212.
(1) A Web browser issues a request to a CGI program for inquiring customer information. At this time, the “customer ID” of the customer to be inquired (the “customerID” parameter in FIG. 22A) is designated.
(2) The Web server in the center server 212 receives a request for the CGI program, and the CGI program searches the customer information table.
(3) The Web server returns the search result by the CGI program to the call center terminal 121.

  Note that creating a frame screen of the Web browser on the virtual shared screen server 217 can be realized by opening a screen corresponding to the URL of the frame screen on the virtual shared screen server 217 with a browser or the like.

As described above, according to the remote consultation system according to the second embodiment,
Since the customer terminal 111, the first incoming terminal 121, and the second incoming terminal 131 are configured by using a computer and a web browser,
The functions of each terminal can be easily realized without creating a dedicated application.

1 is an overall configuration diagram of a remote consultation system according to Embodiment 1 of the present invention. The whole processing flow of the remote consultation system of FIG. 1 is demonstrated. The screen image of the content screen 114 in S21 of FIG. 2 will be described. The configuration of the connection destination information table 231 will be described. The structure of the connection state table 232 will be described. The values set in the “connection destination status” of the connection state table 232 will be described. The configuration of the customer information table 233 will be described. The processing content of S21 of FIG. 2 will be described. A process in which the virtual shared screen server 217 creates a virtual screen corresponding to the customer terminal 111 will be described. A process in which the virtual shared screen server 217 creates a virtual screen corresponding to the call center terminal 121 will be described. The process when the virtual shared screen server 217 creates a customer information screen and transmits it to the call center terminal 121 will be described. The manner in which the content screen 124 changes when the connection between the customer terminal 111 and the call center terminal 121 is established will be described. The screen image of the content screen 134 in S23 of FIG. 2 will be described. The structure of the personnel information table 234 will be described. The contents of S24 in FIG. 2 will be described. The contents of S25 in FIG. 2 will be described. The contents of S27 in FIG. 2 will be described. A state in the virtual shared screen server 217 after the call center terminal 121 is disconnected will be described. It is a whole block diagram of the remote consultation system which concerns on Embodiment 2 of this invention. It is a screen image when the content screen 124 is configured by a Web browser. A configuration example of the center server 212 according to the second embodiment will be described. A processing flow when the call center terminal 121 inquires customer information to the center server 212 will be described.

Explanation of symbols

DESCRIPTION OF SYMBOLS 101 Network, 102 Internet, 111 Customer terminal, 112 Communication control AP, 113 Screen display AP, 114 Content screen, 114a Video telephone image display part, 114b Content display part, 115 Calculation means, 116 Storage means, 117 Virtual screen management AP, 121 call center terminal, 122 communication control AP, 123 screen display AP, 124 content screen, 124a TV phone image display unit, 124b content display unit, 124c customer information screen, 125 arithmetic unit, 126 storage unit, 127 virtual screen management AP, 131 Specialized center terminal, 132 communication control AP, 133 screen display AP, 134 content screen, 135 calculation means, 136 storage means, 137 virtual screen management AP, 212 center server, 213 personal information storage means, 214 Browsing content storage means, 215 connection control device, 216 connection destination information storage means, 217 virtual shared screen server, 231 connection destination information table, 232 connection status table, 233 customer information table, 234 personnel information table, 235 browsing content table 241 Web server, 242 CGI program.

Claims (15)

A customer terminal used by a customer for remote consultation, a first incoming terminal for receiving remote consultation from a customer, and a second incoming terminal for receiving remote consultation transferred from the first incoming terminal A connection control device that controls connection between terminals, and a virtual shared screen server that stores a shared screen between terminals,
The customer terminal, the first incoming terminal, the second incoming terminal, the connection control device and the virtual shared screen server are connected via a network,
The customer terminal establishes communication with the first receiving terminal to perform remote consultation communication,
The virtual shared screen server performs information sharing processing between the customer terminal and the first receiving terminal,
The first receiving terminal establishes communication with the second receiving terminal and transfers the remote consultation communication to the second receiving terminal;
The virtual shared screen server performs information sharing processing between the customer terminal, the first incoming terminal, and the second incoming terminal,
The remote consultation system, wherein the second incoming terminal establishes communication with the customer terminal and continues the transferred remote consultation communication with the customer terminal. When the virtual shared screen server performs information sharing processing between the customer terminal and the first receiving terminal,
The customer terminal transmits terminal operation information to the virtual shared screen server,
The virtual shared screen server creates a first virtual screen corresponding to the customer terminal;
The virtual shared screen server transmits the first virtual screen to the customer terminal;
The first receiving terminal notifies the virtual shared screen server that communication with the customer terminal has been established,
The virtual shared screen server creates a second virtual screen corresponding to the first receiving terminal;
The virtual shared screen server shares the screen data of the first virtual screen and the second virtual screen;
The remote consultation system according to claim 1, wherein the virtual shared screen server transmits the second virtual screen to the first receiving terminal. When the virtual shared screen server performs information sharing processing between the customer terminal, the first receiving terminal, and the second receiving terminal,
The second receiving terminal notifies the virtual shared screen server that communication with the first receiving terminal has been established,
The virtual shared screen server creates a third virtual screen corresponding to the second receiving terminal;
The virtual shared screen server shares screen data of the first virtual screen, the second virtual screen, and the third virtual screen;
The remote consultation system according to claim 1, wherein the virtual shared screen server transmits the third virtual screen to the second receiving terminal. Providing personal information storage means connected to the customer terminal, the first incoming terminal, the second incoming terminal, the connection control device and the virtual shared screen server via a network;
In the personal information storage means, customer information relating to customers using the customer terminal is stored,
The virtual shared screen server acquires the customer information from the personal information storage means, and the customer information is included in at least one of the first virtual screen, the second virtual screen, or the third virtual screen. 4. The remote consultation system according to claim 1, wherein a screen corresponding to the above is created. When the customer terminal establishes communication with the first incoming terminal,
The customer terminal transmits a connection request for the first receiving terminal to the connection control device,
The connection control device confirms whether to connect to the first receiving terminal,
The remote consultation system according to any one of claims 1 to 4, wherein the connection control device returns a connection possibility to the customer terminal. When the first receiving terminal establishes communication with the second receiving terminal,
The first receiving terminal transmits a connection request for the second receiving terminal to the connection control device;
The connection control device confirms whether or not connection to the second receiving terminal is possible,
The remote consultation system according to any one of claims 1 to 5, wherein the connection control device returns a connection possibility to the first receiving terminal. When the second receiving terminal establishes communication with the customer terminal,
The first receiving terminal disconnects communication with the second receiving terminal;
The remote consultation system according to any one of claims 1 to 6, wherein the second receiving terminal establishes communication with the customer terminal. In the connection control device, connection destination information for specifying a connection destination of the customer terminal, the first incoming terminal or the second incoming terminal is stored,
The customer terminal, the first receiving terminal, or the second receiving terminal acquires the connection destination information from the connection control device, and establishes communication with the connection destination terminal using the connection destination information. The remote consultation system according to claim 1, wherein: The connection control device is provided with a connection state table for storing the connection state of the terminal,
The connection control device stores the connection state of the connected terminal in the connection state table when connected to the customer terminal, the first receiving terminal or the second receiving terminal,
9. The remote consultation system according to claim 1, wherein whether or not connection is possible is returned to each terminal based on the connection state. The personal information storage means stores personnel information related to personnel using the first incoming terminal or the second incoming terminal,
The first receiving terminal or the second receiving terminal acquires the personnel information from the personal information storage means, and establishes communication with a connection destination terminal using the personnel information. The remote consultation system according to any one of claims 4 to 9.   The remote consultation system according to any one of claims 1 to 10, wherein the customer terminal, the first incoming terminal, and the second incoming terminal are configured by using a computer and a Web browser. .   A remote consultation program for causing a computer to execute the processing of the customer terminal according to any one of claims 1 to 10.   A remote consultation program for causing a computer to execute the processing of the first receiving terminal according to any one of claims 1 to 10.   A remote consultation program for causing a computer to execute the processing of the second receiving terminal according to any one of claims 1 to 10. A virtual shared screen program that causes a computer to execute the processing of the virtual shared screen server according to claim 1.

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