JP2007274232A - Simultaneous call system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology capable of simply building up a call environment appropriately used for a simultaneous call among users. <P>SOLUTION: In the simultaneous call system for allowing the terminals to simultaneously make a call with each other, a reception means receives a simultaneous call request from a terminal 2A among the terminals via a network. A propriety information storage means stores propriety information denoting propriety of reception with respect to the simultaneous call request for each possessor of the terminals. An extract means extracts a plurality of call candidates when the reception means receives the simultaneous call request on the basis of the propriety information. A determining means determines a connection method to the terminals of the call candidates on the basis of the simultaneous call request. A call means starts the simultaneous call when the connection means establishes the connection by the connection method. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a simultaneous call system capable of simultaneously making a call between a plurality of terminal devices.

  Regarding a simultaneous call system that realizes simultaneous calls among a plurality of callers, a plurality of pre-registered specific caller groups for different purposes are hierarchically related, and these specific callers are requested according to operation requests. A technique for connecting groups is provided (for example, Patent Document 1). According to such a technique, when the call destination connection information stored in advance is received in the simultaneous call system by the specific call group designation information, the database storing the specific call group designation information and the conference trunk connection information is stored. Then, the corresponding conference trunk connection information is extracted, and based on the extracted conference trunk connection information, the callers in the specific call group are connected.

For example, in field work (customer-facing work) for repairing hard troubles, there is a need for stakeholders in different locations to contact each other and share necessary information in order to proceed efficiently. high. Regarding technologies for communicating with each other among multiple engineers, information stored in a database (knowledge base), mobile phones, etc. Have been proposed for improving the efficiency using the terminal equipment and for allowing the station staff to be contacted one-on-one using a terminal device such as a mobile phone in the event of a failure of the station equipment. (For example, Patent Documents 2 and 3).
JP-A-9-261343 JP 2002-245188 A JP 2003-32741 A

  In the above simultaneous call system, the specific call group is fixed in the system. For this reason, when a caller who has the necessary knowledge cannot be connected, the call must be made without a caller having that knowledge. In other words, information about the parties who can actually participate in simultaneous calls is not held in the simultaneous call system, so whether or not a call environment suitable for the purpose of the work is provided even if this system is used. It is necessary to check whether each person in charge can actually answer the call, and even if it is used for field work that needs to deal with the problem immediately, it is not always effective. It can not be said.

  Even in a situation where an immediate response such as troubleshooting is required, it is preferable that there is a means that can quickly contact each other in a simple manner for the responder.

  An object of this invention is to provide the technique which can construct | assemble the telephone call environment suitable for the objective of a user's simultaneous telephone call simply.

  In order to solve the above-described problem, the present invention provides a simultaneous call system for simultaneously making a call between a plurality of terminal devices, wherein a simultaneous call request from a terminal device of the plurality of terminal devices is transmitted to a network. Receiving means for receiving information, availability information storage means for storing availability information indicating availability of response to the simultaneous call request for each holder of the terminal device, and simultaneous call in the receiving means based on the availability information Extraction means for extracting a plurality of call candidates at the time of receiving the request, determination means for determining a connection method to the terminal device of the plurality of call candidates based on the simultaneous call request, and the connection by the connection means When connection by the method is established, a configuration is provided that includes a call means for starting a simultaneous call.

  When a simultaneous call request is received from a certain terminal device, the extracting means extracts a call candidate suitable for the simultaneous call at the time when the simultaneous call request is received, and the determining means is connected based on the received simultaneous call request. Therefore, simultaneous calls according to the situation are executed.

  The availability information is failure information indicating a failure that should be dealt with using simultaneous calls, among owners of the terminal device, owner information indicating call candidates that should be called simultaneously for handling the failure, And the schedule information indicating the work schedule for each holder, and the extraction means uses the holder information and the schedule information as call candidates to be simultaneously talked for the trouble handling work indicated by the fault information. It is good also as extracting the owner of the terminal device determined that simultaneous telephone call is possible.

  In addition, it further includes connection means for sequentially executing connection processing with the method determined by the determination means for the terminal devices of the plurality of call candidates, and the determination means connects first among the plurality of call candidates The determination may be made by either the first method of connecting to the terminal device that has been made or the second method of connecting to all of the terminal devices that have been able to connect among the plurality of call candidates.

  Furthermore, when it is determined by the determination means that the connection is made by the second method, while the connection process is being executed by the connection means to the unconnected terminal device, the terminal device already connected is connected. In addition, a notification means for notifying that it is a waiting period is further provided. When connection processing is executed for all terminal devices of call candidates, the notification by the notification means is stopped, and a simultaneous call is made by the call means. It may be started.

  According to the present invention, a simultaneous call environment suitable for a user's purpose is constructed easily for the user.

DESCRIPTION OF EXEMPLARY EMBODIMENTS Hereinafter, preferred embodiments of the invention will be described in detail with reference to the drawings.
FIG. 1 is a system configuration diagram of a simultaneous call system according to the present embodiment. As shown in FIG. 1, a simultaneous call system 1 according to the present embodiment includes a determination unit 11, a trouble management database 12, a technician attribute database 13, a call method definition database 14, a simultaneous call unit 15, a simultaneous call management database 16, The recording unit 17, the recording database 18, the playback unit 19, and the mail transmission unit 20 are configured to realize simultaneous calls between the plurality of terminal devices 2.

  In response to a request from a certain terminal device 2, the determination unit 11 determines a caller candidate that is optimal for simultaneous calls. The trouble management database 12 stores information on the details of trouble to be dealt with and the response status. The engineer attribute database 13 stores information for extracting candidates suitable for participating in the simultaneous call using the simultaneous call system 1. The call method definition database 14 stores information for determining a method for connecting a plurality of terminal devices, that is, a method for performing a simultaneous call. The simultaneous call unit 15 has a function of making a call based on, for example, VoIP (Voice Over IP), and executes a simultaneous call between a plurality of terminal devices. The simultaneous call management database 16 stores information on simultaneous calls actually executed in the simultaneous call system 1.

  The recording unit 17 records the contents of the simultaneous call. The recording database 18 stores voice data recorded by the recording unit 17 and the like. The playback unit 19 plays back the audio data stored in the recording database 18. The mail transmission unit 20 transmits the voice data stored in the recording database 18 as an attachment to a predetermined terminal device 2.

  In FIG. 1, terminal devices 2A, 2B, 2C, 2D, 2E, and 2M are shown as examples of the terminal device 2. The owners of these terminal apparatuses 2 are engineers (field engineers, FEs) who deal with troubles stored in the trouble management database 12, and the engineer attribute database 13 has information such as responsible devices and contact information. Has been. For example, when a technician such as an FE holding the terminal device 2A is dealing with a trouble of a certain device, when a request for assistance or the like is made to another technician via the simultaneous call system 1 according to the present embodiment, the simultaneous call system In FIG. 1, the engineer suitable for simultaneous calls is automatically extracted from the engineer attribute database 13 as a call candidate. Further, based on the information stored in the call method definition database 14, the connection is made to the terminal device of the candidate for simultaneous call by a suitable method based on the content requested by the owner of the terminal device 2A. The

  FIG. 2 is a conceptual diagram of the simultaneous call system 1 according to the present embodiment. With reference to FIG. 2, in order to deal with one trouble that has occurred with respect to a certain device, an operation in the case where an engineer who is dealing with the system requests a simultaneous call with another engineer from the simultaneous call system 1 will be described. To do.

  The vertical axis direction in FIG. 2 indicates engineers registered in the engineer attribute database 13, and FE includes 11 persons A, B, C,..., J, and K, and SWAT members include V and W. , X, Y and Z, and five managers a, i, c, d and o are registered as managers. The horizontal axis direction in FIG. 2 represents the passage of time. Here, SWAT refers to a member for special response that waits to respond in an emergency. Here, the manager refers to a supervisor provided for each device, region, and customer.

  When trouble occurs, the contents of the report from the customer are registered at a support center or the like that receives the trouble report from the customer. Based on the information registered in the support center or the like, the trouble management database 12 of the simultaneous call system 1 stores information necessary for extracting candidates for simultaneous calls and determining connection methods. The FE, which has been contacted by the support center and handles the trouble, requests simultaneous calls with other technicians as necessary.

  First, the corresponding FE transmits a simultaneous call request for technical support. In the following embodiments, the call for technical assistance is widely used to exchange opinions with other FEs when, for example, questions arise when the FE in charge performs field work. Calls for the purpose of asking for opinions. In the simultaneous call system 1 that has received the simultaneous call request, it is determined which engineer should participate in the simultaneous call with respect to the trouble that has occurred with reference to information in various databases provided in the own apparatus. In the first simultaneous call for technical support, a call is executed in a plurality of modes with reference to the call control database of FIG. 8 for 11 persons A to K registered as FE. Even in the second simultaneous call for technical support, the same call is executed with the same members as those in the first simultaneous call as candidates.

  Assume that time has elapsed since the occurrence of the trouble, and the urgency of the trouble has increased during the second simultaneous call. As the level of urgency increases, in the third simultaneous call, candidates who are not participating in the first and second simultaneous calls can also participate in the simultaneous call. Re-extract and try to solve the problem. Further, when time elapses from the occurrence of the trouble, SWATs and managers with further knowledge and experience are extracted again as candidates for simultaneous calls, and the trouble is dealt with. In the example of FIG. 2, when a simultaneous call request for the purpose of a support request is received, SWAT and manager are extracted as candidates for the simultaneous call in addition to the FE that has been a candidate so far. In the following embodiments, the call for support request refers to a call for the responsible FE to contact one of the other FEs.

  After recovering from a failure, when making a recovery report, all members who have participated in the three simultaneous technical support and support request calls are selected and talked simultaneously. In the following embodiment, the call for the purpose of recovery report is a call for the FE that has completed the trouble handling work to report to other engineers involved in the simultaneous call or the like.

  For the connection to the candidate for the simultaneous call, a suitable method is selected based on the call purpose information received from the engineer who requested the simultaneous call. If the trouble cannot be solved even if the same candidate is called several times simultaneously, the candidates are extracted again so that other members can also participate in the simultaneous call. Also, if the problem cannot be solved even after re-extracting candidates, the problem is solved by expanding the scope of simultaneous calls. In the simultaneous call system 1, a method for extracting candidates is managed as a selection mode in the database, and candidates are extracted in the corresponding selection mode based on the urgency level of trouble and the elapsed time since the occurrence of the trouble. .

The above connection method and selection of a candidate are started when, for example, an engineer who is dealing with a trouble requests a simultaneous call via the terminal device 2 possessed.
FIG. 3 is an example of a browser screen in the terminal device 2. An engineer who requests a simultaneous call with another engineer inputs the identification name, trouble number, and purpose of the call on the screen shown in FIG. Here, the identification name is a name or the like for identifying the owner of each terminal device 2 in the simultaneous call system 1. The trouble number is a number that is registered in response to a telephone or e-mail contact from a user of the apparatus when the apparatus is broken down, etc., and is assigned at a support center or the like to uniquely identify each trouble. The purpose of the call includes, for example, the above technical support, support request, and recovery report. According to the example of the screen shown in FIG. 3, the support request includes a support request that gives priority to the FE and a support request that gives priority to the manager. The engineer who transmits the simultaneous call request can select which of the FE and the manager is given priority. In the simultaneous call system 1, the support request gives priority to either the FE or the manager. Accordingly, it is determined which of the plurality of simultaneous call candidates is to be preferentially connected.

  In the simultaneous call system 1 that receives the simultaneous call request from the engineer, which of the engineers registered in advance refers to the trouble management database 12 and the engineer attribute database 13 and participates in the simultaneous call. It is determined whether it is suitable for. A simultaneous call is executed for the candidate extracted as a result of the determination by a connection method according to the purpose of the call and the connection destination (candidate). Hereinafter, the information held in each database will be specifically described.

  FIG. 4 is a diagram showing the structure of the trouble management database 12. As described above, information related to troubles occurring in the customer's device or the like is already registered and managed in a database such as a support center. In the trouble management database 12, for example, a trouble number for uniquely identifying each trouble, and a customer name, a region where the target device is located, a target device, a support center, etc. are associated with each trouble number. Information such as the date and time when the report is received, the FE in charge of the apparatus, the degree of urgency according to the content of the trouble, and the skills required for dealing with the trouble are stored.

  When the FE that is in the field work requests simultaneous calls, the trouble management database 12 of FIG. 4 of the simultaneous call system 1 is first referred to. It is determined.

  FIG. 5 is a diagram showing the structure of the simultaneous call partner candidate database. The simultaneous call partner candidate database stores information about engineers corresponding to each device. According to the example of FIG. 5, the region where the device is placed and the FE identification name suitable for the device in the region are the candidates for simultaneous calls for the device to be dealt with. Stored. The simultaneous call candidates store candidates 1, candidates 2,... And their identification names from those with high priority. By referring to the information in the simultaneous call partner candidate database, an engineer such as FE suitable for handling in the target device and the target area is extracted.

  FIG. 6 shows the structure of the FE attribute management database. The FE attribute management database contains information such as the role of each FE, the type of equipment in charge and the type of failure, experience (number of times trouble has been handled, number of customer visits, etc.) and qualifications, and the telephone number and email address of the contact. Are stored in association with identification names of engineers such as FEs and managers. Note that the role of the FE here refers to the SWAT, which is a manager who supervises the team, or a member of a special response team to be dispatched in an emergency in addition to the FE. By referring to the FE attribute management database shown in FIG. 6, the role (FE, SWAT, or manager) of each engineer, the device in charge, the contact information, etc. are determined. By referring to the information held in the FE attribute management database, candidates for simultaneous calls are appropriately extracted according to their job title (role), assigned device, and skill.

  FIG. 7 is a diagram showing the structure of the customer database. In the customer database, the area where each customer's device is located, the device identification name, the team manager who should respond in case of trouble, and the manager identification name in the above example, in correspondence with the customer identification name Is stored. When the customer name corresponding to the trouble number in FIG. 4 is read, the name of the manager who is the person in charge corresponding to the customer name in FIG. 7 is extracted.

  FIG. 8 is a diagram showing the structure of the schedule database. In the schedule database, the dispatch status is stored in association with each identification name for the technician whose attribute information is registered in the FE attribute management database of FIG. 6, and when the FE is dispatched The current position information is further stored as information indicating in which area the vehicle is dispatched.

  Candidates that can be dealt with are extracted from the concurrent call partner candidate database shown in FIG. 5 based on information such as the person in charge of the device to be dealt with and the area in which the device is located, and further the database shown in FIGS. Referring to FIG. 5, based on each engineer's charge, skill, schedule, etc., an engineer suitable for making a simultaneous call for a trouble for which a simultaneous call request has been made is extracted.

  FIG. 9 shows the structure of the call control database. The call control database stores information for determining a suitable connection method according to the call purpose included in the simultaneous call request. More specifically, information for setting a procedure for calling a candidate for simultaneous calls and a process for disconnection according to the role of each engineer is stored in association with the purpose of the call.

  First, a “call procedure”, that is, a method of connecting to a plurality of terminal devices 2 to start a simultaneous call will be described. For example, when the purpose of the call is “technical assistance”, for “FE”, calling is performed in “multiple modes”. Multiple mode is a connection method that starts simultaneous calls after calling all candidates, so that as many of the simultaneous call candidates as possible can participate in simultaneous calls. The On the other hand, when the call purpose is “request for support”, for “FE”, calling is performed in “sequential mode”. The sequential mode is a connection method in which calls are made sequentially until one of a plurality of simultaneous call candidates can be connected, and the call process is terminated when connection to any of the candidates is established.

  In the example shown in FIG. 9, regarding the call procedure, if the candidate is a manager, it is preferable that as many as possible participate in the simultaneous call. The call is made in multiple modes.

  Next, a description will be given of the “disconnection process” shown in FIG. 9, that is, a process that is executed on the terminal device 2 of the candidate who tried to connect but could not connect. When the candidate is FE, the non-communication process is set to “None” because no special processing is performed for both the case where the call purpose is technical support and the case where support is requested. If the candidate is a manager, “Send contact email” is set for simultaneous calls for technical support, and “Send escalation email” for simultaneous calls for support requests. Set to do. Here, in the embodiment, the contact mail is a mail attached with voice data recording the contents of the simultaneous call. In the embodiment, the escalation mail is a mail attached with voice data recording the contents of the simultaneous call for requesting the sending party to take over the work from the FE that is in trouble handling.

  When the call purpose is a recovery report, a call procedure and a disconnection process are set for the already called party. The recovery report refers to reporting that the failure has been recovered to the other party who made a call at the same time for the purpose of technical support or support. That is, “already called” in FIG. 9 indicates all persons who participated in the simultaneous call with the previous technical support or support request. In the recovery report, the calling is set in a plurality of modes, that is, a method of starting a simultaneous call after connection processing is performed for all the parties concerned, and a notification mail is set for the processing at the time of disconnection.

  "Call partner selection logic information" stored in the call control database is to allow a candidate to be selected again each time a simultaneous call is executed multiple times for a certain trouble, or a candidate This is information for setting whether to fix. As described with reference to FIG. 2, the call partner selection logical information is set based on the urgency level and the elapsed time since the occurrence of the trouble.

  FIG. 10 is a diagram showing the structure of the simultaneous call management database 16. The simultaneous call management database 16 stores, for each trouble number, the purpose of each simultaneous call, information on the caller, and the log of the simultaneous call.

  The example of FIG. 10 shows information stored in the simultaneous call management database when FE a requests three simultaneous calls for a certain trouble t1. The data indicating the “technical assistance” is stored in the purpose information of the first simultaneous call, and in the caller information of the simultaneous call, in addition to “a” requesting the simultaneous call, “c” and “d” of the FE and “m” of the manager Are stored as information about the caller. As for the caller information, information such as identification names and telephone numbers for the caller and receiver is stored in order of priority. In addition to those who actually made simultaneous calls, the recipients were those who were contacted by e-mail, and the recipients with higher priority in the connection in the sequential mode described above. This includes those who were not executed.

  In the “call status” in the log, “Yes” is set for connected callers, “Cancel” is set for callers whose connection processing has not been executed due to sequential mode, and processing is executed even if the call is not accepted. Information on “mail” is stored for a person who is an object to be contacted, for example, a person who receives contact by mail. For example, in the “call status” information in the first simultaneous call, “Yes” is written as FE a, c, and d are assumed to have participated in the simultaneous call. For the manager m who could not participate in the call, “mail” is written since the call control database in FIG. 8 is set to send a contact mail to m when there is no communication. Similarly, log information such as call status information is stored for each caller for the second simultaneous call for support request and the third call for recovery report.

  FIG. 11 is a diagram showing the structure of the selection mode definition database. The selection mode is defined in association with the elapsed time from the occurrence of the trouble and the urgency of the trouble. In the embodiment, when the elapsed time is less than 2 hours and the urgency level is “low”, the selection mode is “static / general”. The “static / general” selection mode means that the candidate's extraction range is fixed, and the extraction range does not include SWAT, manager, etc., and only the FE is targeted.

  When the elapsed time is less than 4 hours and the urgency level is “low”, the “dynamic / general” selection mode is defined. “Dynamic” in this selection mode means that extraction is performed again for each simultaneous call process without fixing the candidate extraction range. When the urgency level is “low” but more than 4 hours have elapsed, the “dynamic / SWAT” selection mode is defined. When a candidate is not fixed and a candidate is extracted, SWAT which is a special corresponding member is included in the candidate.

  When “High” is set as the urgency level, the extraction range is set according to the above “Dynamic” and elapsed time in all selection modes, especially as it is necessary to deal with the trouble immediately. Yes.

  FIG. 12 is a diagram showing the structure of the recording database 18. Even for engineers who could not participate in the simultaneous call, voice data recording the contents of the simultaneous call is sent to share the information. The recording database 18 stores a telephone number and URL (Uniform Resource Locator) information of recording data in association with the trouble number. The call number corresponds to the call number of FIG. 10 and is an identification number assigned by the simultaneous call system 1 to identify each call each time a simultaneous call is executed.

  FIG. 13 is a flowchart showing a basic operation for executing a simultaneous call. The process in FIG. 13 is started when a simultaneous call request is received from an engineer or the like who is dealing with the trouble.

  First, in step S1, trouble information corresponding to the trouble number is read from the trouble management database 12. In step S2, information on the call partner type, call procedure, and call partner selection logic is read from the call control database in the call method definition database 14 using the received call purpose information as a key. In step S3, the call partner selection logic read out is determined. If the call partner selection logic is "variable", that is, if the purpose of the call is technical support or a support request, the process further proceeds to step S4. If “None” is set in the communication partner selection logic, it is determined that the call purpose is a recovery report, and the process proceeds to step S18.

  In step S4, the urgency level is read from the selection mode definition database of the call method definition database 14, and the corresponding selection mode is set in the processing from step S5 to step S9 according to the elapsed time and the urgency level from the trouble reception date and time. Then, the process proceeds to step S10.

  If “1” is set in the selection mode in step S10, it is further determined in step S11 whether or not the simultaneous call request is the first request. If it is the first time, no particular processing is performed. If it is determined that it is the second or more simultaneous call request, the process proceeds to step S12. In step S12, it is determined based on the information in the simultaneous call management database 16 whether or not the call purpose included in the simultaneous call request received this time is the same as the call purpose in the previous simultaneous call request. If the call purpose is the same as that of the previous simultaneous call request, the process proceeds to step S14 without performing any particular process. If the previous call purpose is different from the current call purpose, the process proceeds to step S13, and the selection mode is set to “static”. ”To“ dynamic ”and then the process proceeds to step S14.

  In step S14, the process proceeds to step S15, S16, or S17, respectively, depending on the value set as the selection mode. In steps S15 to S18, candidates for simultaneous calls suitable for each selection mode are determined with reference to the databases shown in FIGS. 5 to 8, and candidate information is stored in the simultaneous call management database 16 of FIG. Write. When the writing is completed, the process proceeds to step S19.

  In step S19, the call procedure is determined, and if the multiple mode is set, the process proceeds to step S20, and if the sequential mode is set, the process proceeds to step S21. When connected in each call procedure, the process is terminated.

  FIG. 14 is a flowchart showing the calling process in a plurality of modes in step S20, and FIG. 15 is a flowchart showing the calling process in the sequential mode in step S21. Each call process will be described with reference to FIGS. 14 and 15.

  In the calling process in the multi-mode, first, in step S31, for example, "calling to the next caller. Please wait for a while" to the technician who requested the simultaneous call. Announcement that processing is in progress is made, and then, in step S32, it is determined whether or not the next candidate information of the simultaneous call is stored in the simultaneous call management database 16. If the next candidate information is stored, that is, if there is candidate information that has not yet been connected in the simultaneous call management database, the process proceeds to step S33, where the connection process is executed, and the result Is stored in the log of the simultaneous call management database 16. In step S34, it is determined whether or not the connection has been made. If the connection has been made, in step S35, for example, “the call is being made to the next caller. And the process returns to step S32. If the terminal device 2 is turned off or cannot be connected to the terminal device 2 because the candidate cannot respond, in step S36, whether or not a mail for contact is necessary is controlled by calling control. Judge by referring to the database. If no mail is required, the process returns to step S32 without performing any particular process. However, if it is determined that a mail is required, the process proceeds to step S37, a process for mail transmission is executed, and the process returns to step S32.

  If it is determined in step S32 that the connection process has been executed for all candidates, the process proceeds to step S38, the announcement that has been played so far is stopped, a simultaneous call is started in step S39, and the process ends.

  On the other hand, in the calling process in the sequential mode shown in FIG. 15, the process from step S41 to step S44 is the same as the process from step S31 to step S34 in FIG. 14, but in step S45, a candidate can be connected. Then, the announcement that the connection is being made is not made, the telephone call is started immediately, and the process proceeds to step S48. In step S48, the announcement that was being sent to the other party who sent the simultaneous call request is stopped, and the process is terminated. In addition, since the process in the case of a disconnection in step S46 and step S47 is the same as the process of step S36 and step S37 of FIG. 14, respectively, it abbreviate | omits here.

  As described above, according to the simultaneous call system 1 according to the present embodiment, an engineer who is engaged in field work requests simultaneous call via the terminal device 2 to the simultaneous call system 1 in order to make a simultaneous call with another engineer. Then, based on the call purpose information and information for identifying the trouble included in the request, an appropriate engineer to deal with the trouble in the simultaneous call system 1 and a connection method for the simultaneous call are determined. The database of the simultaneous call system 1 stores information such as the attributes and schedule of engineers, the urgency level of trouble, the elapsed time since the occurrence, etc., and the call candidates and connection methods are determined based on such information. Thus, in the simultaneous call system 1, the simultaneous call can be executed by a method suitable for dealing with the trouble when the simultaneous call request is received.

  Note that information stored in various databases is not limited to the above-described embodiment. A simultaneous call system that has data according to the user of the simultaneous call system and the environment in which the system is used, etc., and can determine an appropriate simultaneous call candidate and connection method when a request for simultaneous call is accepted Is naturally included in the present invention.

(Appendix 1)
A simultaneous call system for simultaneously calling between a plurality of terminal devices,
Receiving means for receiving a simultaneous call request from a terminal device among the plurality of terminal devices via a network;
With respect to each owner of the terminal device, availability information storage means for storing availability information indicating availability of response to the simultaneous call request;
An extraction unit that extracts a plurality of call candidates at the time of receiving a simultaneous call request in the receiving unit based on the availability information;
Determining means for determining a connection method to the terminal devices of the plurality of call candidates based on the simultaneous call request;
A simultaneous call system comprising: a call means for starting a simultaneous call when connection by the connection means is established by the connection means.
(Appendix 2)
The availability information is failure information indicating a failure that should be dealt with using simultaneous calls, among owners of the terminal device, owner information indicating call candidates that should be called simultaneously for handling the failure, And schedule information indicating the work schedule for each holder,
The extraction means, as a call candidate to be simultaneously talked for the work to cope with the failure indicated by the failure information, the owner of the terminal device determined to be able to make a simultaneous call based on the owner information and the schedule information The simultaneous call system according to supplementary note 1, wherein the simultaneous call system is extracted.
(Appendix 3)
Connection means for sequentially executing connection processing by the method determined by the determination means for the plurality of call candidate terminal devices;
The determining means includes: a first method for connecting to a terminal device that can be connected first among the plurality of call candidates; or a second method for connecting to all terminal devices that can be connected among the plurality of call candidates. The simultaneous call system according to appendix 2, characterized in that it determines which of the connections is to be made.
(Appendix 4)
When it is determined by the determination means that the second method is used for connection, while the connection process is being performed on the unconnected terminal device by the connection means, for the already connected terminal device, A notification means for notifying that it is a waiting period;
4. The simultaneous call system according to appendix 3, wherein when the connection process is executed for all call candidate terminal devices, the notification by the notification unit is stopped and the simultaneous call is started by the call unit.
(Appendix 5)
The simultaneous call request includes information about an event to be dealt with by the simultaneous call,
The extraction means re-extracts the second call candidate from a wider range than the first call candidate by changing the reference of the attribute information to be referred to according to the elapsed time from the occurrence of the event. The simultaneous call system according to supplementary note 3, characterized by:
(Appendix 6)
The supplementary note 5 further includes a reproducing means for reproducing the recorded data of the contents of the simultaneous call for the terminal device of the call candidate for which the call by the method determined by the determining means is not established. The simultaneous call system described.
(Appendix 7)
When recognizing that the response to the event is completed, a mail transmission unit is further provided for transmitting to the call candidate terminal device extracted by the extraction unit that the response is completed. The simultaneous call system according to appendix 5, characterized in that:

It is a system configuration figure of the simultaneous call system concerning this embodiment. It is a conceptual diagram of the simultaneous call system which concerns on this embodiment. It is an example of the screen of the browser in a terminal device. It is a figure which shows the structure of a trouble management database. It is a figure which shows the structure of a simultaneous call other party candidate database. It is a figure which shows the structure of FE attribute management database. It is a figure which shows the structure of a customer database. It is a figure which shows the structure of a schedule database. It is a figure which shows the structure of a telephone call control database. It is a figure which shows the structure of a simultaneous call management database. It is a figure which shows the structure of a selection mode definition database It is a figure which shows the structure of a recording database. It is the flowchart which showed the basic operation | movement for performing a simultaneous call. It is the flowchart which showed the calling process in multiple modes. It is the flowchart which showed the calling process in sequential mode.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Simultaneous call system 2, 2A, 2B, 2C, 2D, 2E, 2M Terminal device 11 Determination part 12 Trouble management database 13 Technician attribute database 14 Call method definition database 15 Simultaneous call part 16 Simultaneous call management database 17 Recording part 18 Recording Database 19 Playback unit 20 Mail transmission unit

Claims (5)

A simultaneous call system for simultaneously calling between a plurality of terminal devices,
Receiving means for receiving a simultaneous call request from a terminal device among the plurality of terminal devices via a network;
With respect to each owner of the terminal device, availability information storage means for storing availability information indicating availability of response to the simultaneous call request;
Extraction means for extracting a plurality of call candidates at the time of receiving a simultaneous call request in the receiving means based on the availability information;
Determining means for determining a connection method to the terminal devices of the plurality of call candidates based on the simultaneous call request;
A simultaneous call system comprising: a call means for starting a simultaneous call when connection by the connection means is established by the connection means. The availability information is failure information indicating a failure that should be dealt with using simultaneous calls, among owners of the terminal device, owner information indicating call candidates that should be called simultaneously for handling the failure, And schedule information indicating the work schedule for each holder,
The extraction means, as a call candidate to be simultaneously talked for the work to cope with the failure indicated by the failure information, the owner of the terminal device determined to be able to make a simultaneous call based on the owner information and the schedule information The simultaneous call system according to claim 1, wherein the simultaneous call system is extracted. Connection means for sequentially executing connection processing by the method determined by the determination means for the plurality of call candidate terminal devices;
The determining means includes: a first method for connecting to a terminal device that can be connected first among the plurality of call candidates; or a second method for connecting to all terminal devices that can be connected among the plurality of call candidates. The simultaneous call system according to claim 2, wherein the connection is determined. When it is determined by the determination means that the second method is used for connection, while the connection process is being performed on the unconnected terminal device by the connection means, for the already connected terminal device, A notification means for notifying that it is a waiting period;
4. The simultaneous call system according to claim 3, wherein when the connection processing is executed for all call candidate terminal devices, the notification by the notification unit is stopped and the simultaneous call is started by the call unit. 5. The simultaneous call request includes information about an event to be dealt with by the simultaneous call,
The extraction means re-extracts the second call candidate from a wider range than the first call candidate by changing the reference of the attribute information to be referred to according to the elapsed time from the occurrence of the event. The simultaneous call system according to claim 3.