JP2008182353A - Information providing system and method, server, and information providing/processing program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information providing system in which a user can previously judge whether a call center is in such a state as can reply on the telephone or not, and can utilize the call center more efficiently. <P>SOLUTION: The information providing system comprises a plurality of operator terminals used by a plurality of operators belonging to a party which replies to the user on the telephone for a predetermined service, a user terminal used by the user, and a server to which the operator terminal and the user terminal are connected through a network. The server comprises a party state judging means for judging whether the operator is in such a state as can reply to the user on the telephone or not, and a means for transmitting party state information indicative of whether the operator is in such a state as can reply to the user on the telephone or not to the user terminal. The user terminal has a means for receiving and displaying the party state information delivered from the server. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention includes a plurality of operator terminal devices used by a plurality of operators belonging to an organization such as a call center that performs a telephone response from a user regarding a predetermined service, a user terminal device used by the user, The present invention relates to an information providing system including an operator terminal device and a server device to which the user terminal device is connected via a network.

  Conventionally, a specific company or public institution has been provided with a call center that handles telephone calls from users (customers) for services such as product sales and consultation. In such a call center, a plurality of operators belong, and a telephone from a user is distributed to a terminal device (telephone terminal) used by any operator by a private branch exchange (PBX), for example. The operator handles the telephone through the telephone.

As a technique related to such a call center, for example, Patent Document 1 discloses a supervisor who manages each operator when the above-mentioned telephone correspondence situation becomes worse (when there are many users who are not connected even if they make a call). Discloses a technique that can promptly and accurately indicate.
JP 2003-309656 A

  However, it has been difficult for a user who makes a call to a call center to determine in advance whether or not the call center is ready for a call. Therefore, even if the user makes a call to the call center, for example, when the user is busy, it is necessary to repeat the call many times.

  Also, depending on the call center, when all operators are not in a telephone ready state, the call from the user is temporarily put on hold, and when any operator becomes in a telephone ready state, In some cases, it may be connected to a terminal device. However, in addition to incurring a telephone charge, the user must wait for the call during that time, and may be inefficient.

  The present invention has been made in view of the above points, and one example of the problem is that a user can determine in advance whether or not an organization such as a call center is in a telephone-compatible state, so that the call center can be more efficiently performed. It is an object of the present invention to provide an information providing system, an information providing method, a server device, an information providing processing program, and the like that can use an organization such as the above.

  In order to solve the above-mentioned problem, the invention described in claim 1 is characterized in that a plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from a user for a predetermined service, and the user An information providing system comprising: a user terminal device to be used; and a server device to which the operator terminal device and the user terminal device are connected via a network, wherein the server device is used by the operator Based on operator status registration means for registering for each of the operators whether or not the phone is ready for a call from the user, and whether or not the operator is ready for a phone call from the user. Group status judging means for judging whether or not the user is ready for a telephone call, and the telephone pair judged by the group status judging means Group status information transmitting means for transmitting group status information indicating whether or not the user terminal device is connected to the connected user terminal device, and the user terminal device has been distributed from the server device It is characterized by comprising status information receiving means for receiving group status information, and status information display means for displaying the received group status information.

  According to the present invention, the server device registers, for each of the operators, whether or not the operator is in a state in which a telephone call from a user is available, and the operator can handle a telephone call from the user. A group state indicating whether the group is in a state in which the user can respond to a telephone call based on whether or not the user is in a telephone ready state, and whether the group is in a state ready for the telephone call determined by the group state determining unit Since the information is transmitted to the connected user terminal device and the group status information is displayed on the user terminal device, the user of the user terminal device can respond to the call by the group. Since it can be determined in advance whether or not it is in a possible state, it is possible to suppress wasteful transmission to the organization. Therefore, the user can use the group more efficiently.

  The invention according to claim 2 is a plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from users for a predetermined service, and user terminal devices used by the users Is a server device connected via a network, and an operator status registration means for registering, for each operator, whether or not the operator is in a state in which a call from a user is available, and the operator Based on whether or not the group is ready for a telephone call from a user, the group state judging means for judging whether or not the group is ready for a telephone call from a user and the group state judging means Group status information transmitting means for transmitting group status information indicating whether or not the telephone is available to the connected user terminal device. The features.

  According to the present invention, the server device registers, for each of the operators, whether or not the operator is in a state in which a telephone call from a user is available, and the operator can handle a telephone call from the user. A group state indicating whether the group is in a state in which the user can respond to a telephone call based on whether or not the user is in a telephone ready state, and whether the group is in a state ready for the telephone call determined by the group state determining unit Since the information is transmitted to the connected user terminal device, the user of the user terminal device can determine in advance whether or not the organization is in a state that can respond to a telephone call. Can prevent unnecessary transmission. Therefore, the user can use the group more efficiently.

  According to a third aspect of the present invention, in the server device according to the second aspect, the group status determination means is configured so that, when not all operators belonging to the group are in the telephone compatible state, the group is compatible with the telephone. It is characterized that it is determined that it is not in a possible state.

  According to the present invention, when all the operators are not in the telephone compatible state, it is determined that the group is not in the telephone compatible state, so that the operators can be used more effectively. In addition, when all operators are not in the telephone compatible state, it is determined that the group is not in the telephone compatible state and is transmitted to the user terminal device. If you don't, you can avoid making useless calls to organizations.

  According to a fourth aspect of the present invention, in the server device according to the second or third aspect, when the group state determination unit determines that the group is not in a state in which the telephone is available, the telephone-compatible reservation is performed. Reservation acceptance information transmitting means for transmitting reservation acceptance information indicating acceptance to the connected user terminal device, and applying for a telephone correspondence reservation transmitted from the user terminal device to the reservation acceptance information Reservation application receiving means for receiving reservation application information indicating that, reservation registration means for registering information indicating the user of the user terminal device that transmitted the reservation application information, and after the reservation acceptance information has been transmitted When the group status determining unit determines that the group is in a state where the telephone is available, the user terminal device of the user registered by the reservation registering unit Te, characterized in that it comprises a telephone corresponding state information transmitting means for transmitting information indicating that it is now the phone compatible state.

  According to the present invention, when it is determined that the group is in a telephone-ready state, the telephone terminal is ready for the user terminal device of the user registered by the reservation registration unit. Therefore, the user can quickly grasp that the group is ready for the telephone and can call the group.

  According to a fifth aspect of the present invention, in the server device according to the second or third aspect, when the group state determination means determines that the group is not in the telephone compatible state, the telephone compatible reservation is performed. Reservation acceptance information transmitting means for transmitting reservation acceptance information indicating acceptance to the connected user terminal device, and applying for a telephone correspondence reservation transmitted from the user terminal device to the reservation acceptance information Reservation application receiving means for receiving reservation application information indicating that, reservation registration means for registering information indicating the user of the user terminal device that transmitted the reservation application information, and after the reservation acceptance information has been transmitted The user terminal device of the user registered by the reservation registering unit when the group status determining unit determines that the group is in a state ready for the telephone. A call control means for establishing a call between the user terminal device having a call function and the operator terminal device of the operator in a state where the telephone is available and having the call function. It is characterized by providing.

  According to the present invention, when it is determined that the group is in a telephone ready state, the user terminal device of the user registered by the reservation registration unit and the operator in the telephone ready state Since a call with the operator terminal device is established, the user can quickly receive a telephone response from an operator belonging to the organization.

  According to a sixth aspect of the present invention, in the server device according to any one of the second to fifth aspects, the reservation registration unit registers information indicating a predetermined number of users. And

  According to the present invention, it is possible to promptly respond to all users registered for reservation.

  The invention of the information provision processing program according to claim 7 is characterized by functioning as the server device according to any one of claims 1 to 6.

  According to an eighth aspect of the present invention, there are provided a plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from a user for a predetermined service, and a user terminal device used by the user, Is a method of providing information in a server device connected via a network, the step of registering for each operator whether or not the operator is in a state of being able to handle a telephone call from a user, and the operator Determining whether or not the group is in a state in which a call from a user is available based on whether or not the group is ready for a call from the user, and the telephone determined by the group status determination means And transmitting the group status information indicating whether or not the user terminal device is available to the connected user terminal device.

  According to the present invention, the server device registers, for each of the operators, whether or not the operator is in a state capable of handling a telephone call from a user, and the operator is capable of handling a telephone call from a user. A group state indicating whether the group is in a state in which the user can respond to a telephone call based on whether or not the user is in a telephone ready state, and whether the group is in a state ready for the telephone call determined by the group state determining unit Since the information is transmitted to the connected user terminal device and the group status information is displayed on the user terminal device, the user of the user terminal device can respond to the call by the group. Since it can be determined in advance whether or not it is in a possible state, it is possible to suppress wasteful transmission to the organization. Therefore, the user can use the group more efficiently.

  Hereinafter, the best embodiment of the present invention will be described in detail with reference to the drawings.

[1. Configuration and function of information providing system]
First, the configuration and function of the information providing system S according to an embodiment of the present invention will be described with reference to FIG.

  FIG. 1 is a diagram illustrating a schematic configuration example of an information providing system S according to the present embodiment.

  As shown in FIG. 1, the information providing system S includes an IM (instant messenger) service providing server (an example of a server device) SA, and a plurality of user terminals (an example of user terminal devices) UTm (m = 1, 2). ... K) and a plurality of operator terminals (an example of an operator terminal device) PTn (n = 1, 2,... J).

  In the example illustrated in FIG. 1, one IM service providing server SA is illustrated, but the IM service providing server SA includes a plurality of server groups (for example, an application server, a proxy server, a redirect server, a registrar, and a location). Server).

  The IM service providing server SA is connected to the network NW and is assigned a unique IP (Internet Protocol) address (global IP address).

  On the other hand, the user terminal UTm used by the user and the operator terminal PTn used by the operator belonging to the call center are configured by a network NW (communication equipment such as a communication line and a router) through an Internet service provider server, for example. And a unique IP (Internet Protocol) address (for example, a global IP address) is assigned when connecting to the network NW.

  Further, the user terminal UTm and the operator terminal PTn can send and receive text messages (generally called instant messages) to / from other user terminals UTm or operator terminals PTn through the network NW, for example, well-known SIP. Make a call (voice call (voice communication)) with another user terminal UTm or operator terminal PTn through the network NW, an instant messenger (hereinafter simply referred to as “messenger”) function based on (Session Initiation Protocol) Call function (telephone function) that can be used, and a Web browser for acquiring Web page data (for example, consisting of HTML (Hyper Text Markup Language) data, image data, etc.) from a predetermined server connected to the network NW It has a function. The application software related to the messenger function and the application software related to the Web browser function are installed in advance on the user terminal UTm or the operator terminal PTn. In the present embodiment, by installing application software related to the messenger function, a call function (for example, an IP telephone function based on a well-known SIP) can be used.

  Note that the messenger function and the IP telephone function are not limited to those based on SIP, but may be realized by applying other protocols (Jabber protocol, H.323 protocol, etc.).

  In the example of FIG. 1, operator terminals PT1 to PT5 are installed in a call center (an example of an organization) C1, operator terminals PT6 to PT8 are installed in a call center C2, and operator terminals PT9 to PTj are installed in a call center C3. The number of these call centers and the number of operator terminals PTn installed therein are merely examples, and are not limited thereto.

  The call center is operated by, for example, a specific company or public institution, and is used by users (customers) for services such as sales and consultation (various support) of products (for example, event tickets, air tickets, or accommodation tickets). The call centers C1 to C3 are different from each other.

  Here, the configuration and function of the IM service providing server SA will be described with reference to FIG.

  FIG. 2 is a block diagram illustrating an example of a schematic configuration of the IM service providing server SA.

  As shown in FIG. 2, the IM service providing server SA includes an operation unit 1, a display unit 2, a communication unit 3, a drive unit 4, a storage unit 5, an input / output interface unit 6, and a system control unit 7. The system control unit 7 and the input / output interface unit 6 are connected via a system bus 8.

  The operation unit 1 includes, for example, a keyboard and a mouse. The operation unit 1 receives an operation instruction from an administrator or the like, and outputs the instruction content to the system control unit 7 as an instruction signal.

  The display unit 2 includes, for example, a CRT (Cathode Ray Tube) display, a liquid crystal display, and the like, and displays information such as characters and images.

  The communication unit 3 is connected to the network NW and controls the communication state with the user terminal UTm or the operator terminal PTn.

  For example, the drive unit 4 reads data from a disk DK (recording medium) such as a flexible disk, a CD (Compact Disc), a DVD (Digital Versatile Disc) or the like, and records data or the like on the disk DK.

  The input / output interface unit 6 performs interface processing between the operation unit 1 to the storage unit 5 and the system control unit 7.

  The storage unit 5 includes, for example, a hard disk drive and the like, and includes an operating system (O / S), various programs (including the information providing processing program of the present invention), and data (data to be provided to the user terminal UTm and the operator terminal PTn). Etc.) are stored. The information provision processing program of the present invention may be downloaded from another server or the like via the network NW, or recorded on a disk DK such as a CD-ROM and via the drive unit 4. May be read.

  Further, in the storage unit 5, a user information database 51 for registering information regarding the user of the user terminal UTm (in this embodiment, a user of a call center), and the user of the operator terminal PTn (this embodiment) Then, a call center information database 52 for registering information related to operators belonging to (registered in) the call center is constructed.

  FIG. 3 is a diagram illustrating an example of registration information in the user information database 51, and FIG. 4 is a diagram illustrating an example of registration information in the call center information database 52.

  In the user information database 51, as shown in FIG. 3, user terminal address information, user ID, password, nickname (also referred to as screen name, hereinafter referred to as “NN”), friends are registered. NN of existing members (hereinafter referred to as “friends members”), user presence information indicating the user status presented to each friend member, and the like are registered in association with each other.

  Here, the user ID, the password, and the NN are registered through a procedure process for each user to operate the user terminal UTm to connect to the IM service providing server SA and use the system S, for example. The user ID and NN are uniquely given to each user including the user and the operator in the system S, and are registered so as not to overlap with other users.

  The address information includes, for example, an IP address (current IP address) assigned when the user terminal UTm is connected to the network NW. For example, when authentication processing is executed in response to a login (sign-in) request (including a user ID and password) from the user terminal UTm on which the messenger is activated and login is permitted (that is, the user ID and password are used) If registered in the user information database 51), the address information of the user terminal is registered in the user information database 51.

  Although not shown in the user information database 51, a SIP URI (Uniform Resource Identifier) required for the SIP messenger function and IP telephone function is registered in each user ID when the user ID of the user is registered. Registered in association.

  Moreover, the friend member is a user who is mutually authorized as a partner for exchanging messages. For example, in response to a friend registration request from another user terminal UTm, the NN of the user who becomes a friend member (the relevant use) The user's user ID may be registered in the user information database 51. Users who have been permitted as friend members can share their user presence information.

  Each user presence information is registered for each friend member (for example, registered when the user logs in or when the user status is changed). Then, the user presence information of the user who is NN “aaaaaa” includes all the friend members of the user (that is, NN “bbbbbb”, NN “ccccc”, NN “ddddd”, NN “eeeeee”, and NN “gggggg” is “withdrawn” (by this, the status of “withdrawn” is presented to all friend members). Note that the user presence information can be individually set so as to be different for each friend member (for example, a setting that is always “offline” only for a user who is NN “gggggg”). For example, when a user who is NN “aaaaaa” logs out, presence information indicating “offline”, for example, is registered in the user information database 51 as the user presence information of the user.

  In the call center information database 52, as shown in FIG. 4, call center presence information (an example of group state information) indicating the call center organization ID to which the operator belongs, the name of the call center operator, and the call center status presented to the user. ), Address information of the operator terminal, operator user ID, password, operator presence information indicating the status of the operator, and the like are registered in association with each other.

  Here, the group ID, the user ID, and the password, for example, operate the operator terminal PTn managed by the operator of each call center to connect to the IM service providing server SA and use a procedure process for using the system S. It is registered after. The user ID is uniquely given to each user including the user and the operator in the system S, and is registered so as not to overlap with other users. The group ID is uniquely given to each call center in the system S and is registered so as not to overlap with other call centers.

  Although not shown, in the call center information database 52, when registering the group ID, a SIP URI required for the SIP-based messenger function and IP telephone function is registered in association with each group ID. Similarly, when registering the user ID of the operator, the SIP URI necessary for the messenger function based on SIP and the IP telephone function is registered in association with each user ID.

  The address information includes, for example, an IP address (current IP address) assigned when the operator terminal PTn is connected to the network NW. For example, when authentication processing is executed in response to a login (sign-in) request (including an organization ID, a user ID, and a password) from the operator terminal PTn activated by the messenger, and login is permitted (that is, an organization ID, a user When the ID and password are registered in the call center information database 52), the address information of the operator terminal is registered in the call center information database 52.

  Further, the operator presence information is registered as “offline” while the operator is logged off, and is registered (change registered) as “online” when the operator logs in, and then the operator status is changed (for example, the operator is busy) The information is registered as appropriate according to the situation. On the other hand, call center presence information is registered based on the operator presence information of each operator.

  In the example of FIG. 4, in the call center C1, the operator presence information of the operators C1-1, C1-2, and C1-5 is “busy”, and the operator presence information of the operator C1-3 is “vacant”. These operators C1-1, C1-2, C1-3, and C1-5 are not in a state in which a telephone call from a user is available. On the other hand, the operator presence information of the operator C1-4 is “online”, and is in a state in which a telephone call from the user is available. That is, whether or not each operator is in a state of being available for a telephone call from a user is registered so as to be discriminable for each call center and for each operator. In this way, in the call center C1, at least the operator C1-4 is in a state in which the user can respond to the call, and the call center presence information of the call center C1 is compatible with the call from the user (what content is registered) There is no particular limitation, for example, it may be registered as, for example, a telephone reception or a telephone support.

  On the other hand, in the call center C2, the operator presence information of the operators C2-1 and C2-3 is “busy”, the operator presence information of the operator C2-2 is “offline”, and all the operators C2- 1, C2-2, and C2-3 are not in a state in which a user can respond to a telephone call. Therefore, the call center presence information of the call center C2 is difficult for a user to respond to a telephone call. It is not limited, and it is registered as, for example, the telephone call is currently being taken in or the telephone is currently busy.

  In addition to the above, the operator presence information includes, for example, “in use”, “in use”, etc., “in use” means that the telephone is available, and “in use” means a call. It means that it is not ready for handling.

  The system control unit 7 includes a central processing unit (CPU) 7a, a read only memory (ROM) 7b, a random access memory (RAM) 7c, and the like, and performs overall control of the entire IM service providing server SA. Then, the system controller 7 executes an authentication process or the like in response to a login request from the user terminal UTm and the operator terminal PTn by the CPU 7a reading and executing various programs stored in the ROM 7b and the storage unit 5. Along with the operator status registration means, group status judgment means, group status information transmission means, reservation acceptance information transmission means, reservation application reception means reservation registration means, telephone response status information transmission means, and call control means in the present invention However, the processing described later is performed.

  For example, when the system control unit 7 permits the log-in in response to a log-in request related to the messager function from the operator terminal PTn, the system control unit 7 displays the operator presence information (for example, “online”) of the log-in operator as call center information. Each time the operator presence information of the operator is changed (for example, changed from “online” to “leaving” or changed from “online” to “busy”) after registration in the database 52 Operator presence information is registered in the call center information database 52.

  Here, when the operator does not operate the operation unit of the operator terminal PTn for a certain period of time (for example, 1 minute), or the operator operates the operation unit of the operator terminal PTn to display his / her operator presence information as “leaving away”. When the setting is changed, presence information indicating “leaving away” is transmitted to the IM service providing server SA together with the user ID of the operator, etc., and “absent” is displayed as the operator presence information by the system control unit 7 by the call center information database 52. Registered in Further, when the operator starts a call with the user of the user terminal Um through the operator terminal PTn, this is detected by the system control unit 7 and “busy” is registered in the call center information database 52 as the operator presence information. Is done.

  Further, when the system control unit 7 permits the login in response to a login request related to the messager function from the user terminal UTm, the user of the user (user) of the user terminal UTm Presence information (user presence information registered in the user information database 51, for example, “online” if the member is logged in, “offline” if the member is not logged in) , And call center presence information of each call center (call center presence information registered in the call center information database 52, for example, “currently accepting a call” or “currently taking a call”), etc. Via the user terminal UTm (PU H type distribution) to. Thereby, the user presence information and call center presence information of the friend record member are presented to the user. At this time, the system control unit 7 may be configured to transmit information indicating the number of operators currently in a telephone-capable state to the user terminal UTm together with the call center presence information and the like.

  Instead of the PUSH distribution, the user terminal UTm may periodically acquire the user presence information of the logged-in user from the IM service providing server SA (PULL type distribution) (the same applies hereinafter). . At the time of the login, the system control unit 7 associates the user presence information (for example, “online”) of the logged-in user with the NN of all the friend members of the user, and the user information database. 51, and is transmitted (PUSH type distribution) to the user terminal UTm of the logged-in friend record member among the user's friend record members.

  FIG. 5 is a conceptual diagram showing how call center presence information in each of the call centers C1 to C3 is presented to the user of the user terminal UT1. In the example of FIG. 5, since at least the operator C1-4 is online and is available for telephone calls from the user like the call center C1, the call center presence information of the call center C1 is presented as being available for telephone calls. Since all the operators C2-1 to C2-3 are not in a state of being available for a telephone call from a user like the call center C2, the call center presence information of the call center C2 is presented as being difficult to handle a call.

  After that, the user presence information of the friend member has changed (for example, changed from “Online” to “Away”) or the call center presence information of each call center has changed (for example, “telephone available” to “difficult to call”) Is changed), the changed presence information is transmitted (PUSH distribution) to the user terminal UTm.

  Here, whether or not the call center is in a state in which a call from the user is available, indicated by the call center presence information, is registered in the call center information database 52 of each operator belonging to the call center for each call center. This is determined by the system control unit 7 based on the operator presence information (that is, information indicating whether or not the operator is ready for a telephone call from the user). For example, if all operators belonging to a call center are not in a telephone ready state, it is determined that the call center is not in a telephone ready state from a user, and at least one operator is in a telephone ready state. In some cases, it is determined that the call center is ready for a telephone call from the user.

  Note that at least one operator (for example, two persons or a proportion corresponding to the total number of operators belonging to the call center (for example, 10% of the total number of operators)) or more is available for telephone calls, not at least one operator. Only in such a case, it may be determined that the call center is in a state in which a call from a user is available.

  When the system control unit 7 makes a call to a certain call center from the user terminal UTm based on the call center presence information transmitted as described above, the system control unit 7 calls the telephone of the operators belonging to the call center. An operator in an available state is specified, and the telephone is connected to the operator terminal PTn of the operator (that is, a call (voice call) is established).

  FIG. 6 is a diagram illustrating an example of a flow of information until a call between the user terminal UTm and the operator terminal PTn is established.

  In the example shown in FIG. 6, when the user terminal UTm is designated to start a call to a specific call center, the user terminal UTm sends a connection request to the call center (for example, the SIP URI (corresponding to the call center organization ID ( An INVITE message including the Uniform Resource Identifier) is transmitted to the IM service providing server SA ((1) in FIG. 6).

  Next, when receiving the connection request, the system control unit 7 of the IM service providing server SA refers to the call center information database 52, identifies the call center from the group ID included in the connection request, and selects among the operators belonging to the call center. An operator in a telephone ready state is identified and a connection request is sent to the operator terminal PTn of the operator (the connection request is, for example, an INVITE message including a SIP URI corresponding to the user ID of the operator) (That is, transfer the connection request) ((2) in FIG. 6).

  Next, when a connection request is received by the operator terminal PTn, a temporary response (for example, 180 Ringing) is returned from the operator terminal PTn to the user terminal UTm via the IM service providing server SA ((( 3), (4)).

  Next, when call permission is specified in the operator terminal PTn, a final response (for example, 200 OK) is returned from the operator terminal PTn to the user terminal UTm via the IM service providing server SA ((( 5), (6)). When the final response is received by the user terminal UTm, an acknowledgment (ACK) is transmitted from the user terminal UTm to the operator terminal PTn via the IM service providing server SA ((7) in FIG. 6). Thus, a call between the user terminal UTm and the operator terminal PTn is established.

  For example, when the system control unit 7 detects the confirmation (ACK) from the user terminal UTm to the operator terminal PTn, the system control unit 7 sets “busy” as the operator presence information of the operator of the operator terminal PTn. 52.

  On the other hand, for example, when the end of a call is specified at the user terminal UTm, a disconnection request is transmitted from the user terminal UTm to the operator terminal PTn via the IM service providing server SA, and a response to this is provided from the operator terminal PTn. When the call is transmitted to the user terminal UTm via the server SA, the call is terminated. At this time, the system control unit 7 registers “online” in the call center information database 52 as the operator presence information of the operator of the operator terminal PTn. It will be.

  Further, when the system control unit 7 determines that the call center is not in a telephone ready state, the system control unit 7 transmits reservation acceptance information indicating acceptance of the telephone correspondence reservation to the user terminal UTm of the logged-in user. When the reservation application information indicating that the telephone application reservation transmitted from the user terminal UTm is applied to the reservation reception information is received, the user of the user terminal UTm that transmitted the reservation application information is indicated. Information (for example, user ID) is registered in the reservation list.

  Then, when the system control unit 7 determines that the call center is in a telephone ready state after transmitting the reservation acceptance information (that is, the call center presence information of the call center is changed from, for example, difficult telephone support to telephone support). A toaster advertisement message including information indicating that the telephone is ready for use, is transmitted to the user terminal UTm of the user registered in the reservation list. Alternatively, when the system control unit 7 determines that the call center is ready for telephone after transmitting the reservation acceptance information, the system control unit 7 can call the user terminal UTm of the user registered in the reservation list and the call center at the call center. A call is established with the operator terminal PTn of the operator in a state where it can be handled (the telephone line between the user terminal UTm and the operator terminal PTn is connected). For example, the system control unit 7 makes a call to the user terminal UTm and the operator terminal PTn (for example, transmits an INVITE message), and controls so that both parties can be connected when a call is permitted, or the user terminal UTm If the telephone call is permitted and the call is permitted, the operator terminal PTn is controlled to connect the both.

  Next, configurations and functions of the user terminal UTm and the operator terminal PTn will be described with reference to FIG.

  FIG. 7 is a block diagram illustrating an example of a schematic configuration of the user terminal UTm and the operator terminal PTn.

  As shown in FIG. 7, the user terminal UTm and the operator terminal PTn include an operation unit 11, a display unit 12, a communication unit 13, a drive unit 14, a storage unit 15, an input / output interface unit 16, and a system. A control unit 17 and a headphone 18 with a microphone are provided, and the system control unit 17 and the input / output interface unit 16 are connected via a system bus 19. Note that the configuration of the operation unit 11, the display unit 12, the communication unit 13, the drive unit 14, the storage unit 15, and the input / output interface unit 16 includes the operation unit 1, the display unit 2, and the communication unit in the IM service providing server SA described above. 3, the configuration of the drive unit 4, the storage unit 5, and the input / output interface unit 6.

  The system control unit 17 operates as a messenger by the CPU 17a reading out and executing various programs stored in the ROM 17c and the storage unit 15, and at the user terminal UTm, the status information receiving means and the status information in the present invention are used. It functions as a display means or the like.

  FIG. 8 is a diagram illustrating an example of a display screen on the display unit 12 of the user terminal UT2.

  For example, after the messenger is activated and logged in at the user terminal UT2 (the same applies to other user terminals UTm), an icon indicating that the messenger is activated is displayed on the toolbar 101 on the display unit 12 (not shown). At the same time, a main screen 100 as shown in FIG. 8A or 8B is displayed (opened) on the display unit 12, and call center presence information and friend members transmitted from the IM service providing server SA are displayed. Presence information and the like are received via the communication unit 13.

  The received call center presence information is displayed on, for example, an advertisement display unit 100a on the main screen 100, and presence information indicating the status of each friend member is displayed on the status display unit 100b on the main screen 100. It has become so. In addition, in the advertisement display unit 100a shown in FIGS. 8A and 8B, the display of the call center presence information and the like at a certain time (for example, 3 seconds) is called, for example, call center C1 → call center C2 → call center C3. They are rotated in order. However, the call center presence information of the call centers C1 to C3 may be displayed side by side.

  Further, the example of FIG. 8A is a display example when “currently accepting a call” (phone available) is received as the call center presence information of the call center C1, and the advertisement display unit 100a in this case includes: As the call center presence information of the call center C1, “currently accepting a call” 100aa is displayed, and “click here to call” 100ab, which is a call start button for the call center C1, is displayed. When information indicating the number of operators currently available for telephone calls is received from the IM service providing server SA together with the call center presence information, the number of operators is displayed on the advertisement display unit 100a. . Thereby, the user can grasp the degree of congestion of a desired call center.

  On the other hand, the example of FIG. 8B is a display example in the case where “currently taking in a telephone” (difficult to handle a telephone call) is received as the call center presence information of the call center C1, and the advertisement display unit 100a in this case includes: As the call center presence information of the call center C1, “currently taking a telephone” 100ac is displayed, but a call start button for the call center C1 is not displayed (may be displayed).

  When the user of the user terminal UT2 wants to make a call to the call center C1, for example, while the main screen 100 of FIG. When “click” 100ab is selected and executed (for example, clicked with the mouse), a connection request from the user terminal UT2 to the call center C1 is transmitted to the IM service providing server SA as shown in FIG. As a result, the user of the user terminal UT2 and the operator belonging to the call center C1 can make a call (phone) using the headphones 18 with a microphone.

  Further, on the main screen 100 shown in FIGS. 8A and 8B, a “setting” button 100c, a “register new member” button 100d, and an “×” (close) button for closing the menu screen 100 are displayed. 100e, a “logout” button 100f for logging out, a “chat start” button 100g, and a “call start” button 100h are provided so as to be selectable by the user. In such a display state, when the user of the user terminal UT2 operates the operation unit 11 to select and execute the “setting” button 100c (for example, click with a mouse), a setting screen (not shown) for performing various settings. Is displayed. In such a setting screen, for example, when “currently taking phone call” (difficult to answer a call) is received as call center presence information in response to the user's instruction, a call start button for the call center is displayed on the advertisement display unit 100a. It is possible to make a setting such as whether or not, and the setting content is stored in the storage unit 15.

  In addition, when the user of the user terminal UT2 operates the operation unit 11 to select and execute the “register new member” button 100d (for example, click with the mouse), a new member registration screen for newly registering a friend (FIG. (Not shown) is displayed. On the new member registration screen, the user operates the operation unit 11 to designate the user's NN or the like that he / she wants to register as a new friend, and the user's user terminal UTm (addressed to the IP address) or e-mail If the addressee can send information to invite the other party (friend) who exchanges the message to the address, and this is permitted by the user of the destination, the NN etc. of the user who authorized the friend registration is memorized. A friend registration request stored in the unit 15 and including the NN of the user who has permitted the friend registration is transmitted to the IM service providing server SA, and the user of the user of the user terminal UT2 making the friend registration request It is registered (friend registration) in the user information database 51 in association with the ID.

  When the user of the user terminal UT2 wants to exchange a message with his / her friend member, he / she operates the operation unit 11 to change the NN of the friend member who is online and wants to exchange the message. When the user designates on the display unit 100b and selects and executes the “chat start” button 100g (for example, clicks with the mouse or double-clicks NN of the friend member in the status display unit 100b with the mouse), the chat window screen is displayed. 12 is displayed. With this chat window screen, the user of the user terminal UT2 can exchange messages with the user who is a friend member.

  In addition, when the user of the user terminal UT2 wants to make a call with his / her friend member, the NN of the friend member who is online and wants to make a call by operating the operation unit 11 is specified on the state display unit 100b. Then, when the “call start” button (Click to call function button) 100h is selected and executed (for example, clicked with the mouse), the user of the user terminal UT2 uses the headphone with microphone 18 as a friend member. You can make a call with a person.

[2. Operation of information provision system]
Next, regarding the operation of the information providing system S according to the present embodiment, the operation relating to the change of the operator presence information of the call center operator will be described separately in the first and second embodiments.

  In the following description of the operation, a messenger is activated in the user terminal UT2 and any one of the operator terminals PTn, and the user terminal UT2 and the operator terminal PTn are connected to the IM service providing server SA via the network NW. (Session establishment), login is permitted through authentication processing, and the main screen 100 as shown in FIG. 8 (A) or FIG. 8 (B) is displayed on the user terminal UT2. And

(Example 1)
First, the operation of the information providing system S in the first embodiment will be described with reference to FIG.

  FIG. 9 is a flowchart illustrating processing in the system control unit 7 of the IM service providing server SA according to the first embodiment.

  In step S <b> 1 shown in FIG. 9, the system control unit 7 determines whether or not to change the operator presence information of any operator registered in the call center information database 52. For example, when the system control unit 7 detects, for example, login, logoff, call start, call end, or leaving for any operator registered in the call center information database 52, the operator presence information of the operator is changed. If it is determined (step S1: YES), the process proceeds to step S2. On the other hand, if the operator presence information is not changed (step S1: NO), the process proceeds to step S13.

  In step S2, the system control unit 7 changes the operator presence information of the operator to the call center information database 52 (for example, changes from offline to online (when the operator is logged in), changes from online to offline (when the operator is logged out) ), Change from online to call (when the operator starts a call), change from call to online (when the operator ends the call), or change from online to leave (when the operator leaves) .

  Next, the system control unit 7 refers to the call center information database 52 and identifies the call center to which the operator whose operator presence information has been changed belongs (step S3).

  Next, the system control unit 7 determines whether or not one or more operators among the operators belonging to the specified call center are in a telephone ready state (step S4), and one or more operators are not in a telephone ready state (step S4). For example, if there is no operator whose operator presence information is online (step S4: NO), it is determined (determined) that the specified call center is not ready for telephone calls (step S5), and the process proceeds to step S7. If one or more operators are in a telephone ready state (step S4: YES), it is determined (determined) that the specified call center is in a telephone ready state (step S6), and the process proceeds to step S10. To do.

  In step S7, the system control unit 7 is in the same state as the state determined in the call center presence information registered in the call center information database 52 with respect to the identified call center (that is, not in a telephone ready state). If it is the same (step S7: YES), the process proceeds to step S13. If it is not the same (step S7: NO), the specified call center is set in a telephone ready state. Call center presence information indicating the absence is registered in the call center information database 52 (step S8).

  Next, the system control unit 7 obtains the call center presence information (for example, “currently taking a call”) indicating that the telephone is not ready, determined in step S5, the group ID of the call center, and the like from the communication unit 3 and the network. It transmits to all the user terminals UTm which are logging in including the said user terminal UT2 via NW etc. (step S9), and transfers to step S13.

  When the call center presence information and the group ID of the call center transmitted in this way are received by the user terminal UTm, the call center presence information of the call center corresponding to the group ID is changed and set in the user terminal UTm. As shown in (A) and (B), the display of “currently accepting a call” 100aa on the advertisement display portion 100a of the main screen 100 displayed on the display portion 12 is switched to “currently taking a call” 100ac. become.

  On the other hand, in step S10, the system control unit 7 determines the state indicated in the call center presence information registered in the call center information database 52 for the identified call center (that is, in a telephone-enabled state). If they are the same (step S10: YES), the process proceeds to step S13. If they are not the same (step S10: NO), the specified call center can be telephoned. Call center presence information indicating that it is in a state is registered in the call center information database 52 (step S11).

  Next, the system control unit 7 obtains the call center presence information (for example, “currently accepting calls”) indicating the telephone ready state determined in step S6, the group ID of the call center, and the like from the communication unit 3 and the network. It transmits to all the user terminals UTm which are logging in including the said user terminal UT2 via NW etc. (step S12), and transfers to step S13.

  When the call center presence information and the group ID of the call center transmitted in this way are received by the user terminal UTm, the call center presence information of the call center corresponding to the group ID is changed and set in the user terminal UTm. As shown in (A) and (B), the display of “currently receiving a call” 100ac on the advertisement display unit 100a of the main screen 100 displayed on the display unit 12 is switched to “currently accepting a call” 100aa. become.

  In the other processes in step S13, there is a process when there is a login request or a logoff request from the user terminal UTm or the operator terminal PTn, and there is a state change notification related to presence information from the user terminal UTm or the operator terminal PTn. Or a process when there is a connection request or a disconnection request related to a call from the user terminal UTm or the operator terminal PTn.

(Example 2)
First, the operation of the information providing system S in the second embodiment will be described with reference to FIG. The second embodiment is an aspect in which a user can make a telephone reservation at a call center.

  FIG. 10 is a flowchart illustrating processing in the system control unit 7 of the IM service providing server SA according to the second embodiment.

  Note that the processing in steps S21 to S28 shown in FIG. 10 is the same as the processing in steps S1 to S8 shown in FIG. 9, and the processing in steps S26, S30, and S31 shown in FIG. Since it is the same as the process of S10 and S11 and the process of step S37 shown in FIG. 10 is the same as the process of step S13 shown in FIG. 9, the overlapping description is omitted.

  In step S29 shown in FIG. 10, the system control unit 7 receives reservation information corresponding to the call center along with the call center presence information indicating that the telephone is not ready in step S25 and the group ID of the call center. Is transmitted to all user terminals UTm that are logging in, including the user terminal UT2, via the communication unit 3, the network NW, and the like.

  FIG. 11A shows an example of a display screen on the display unit 12 of the user terminal UT2 that has received the call center presence information and reservation acceptance information transmitted in this way.

  In the advertisement display unit 100a shown in FIG. 11A, “currently taking a telephone” 100ac is displayed as call center presence information of the call center C1, and “telephone correspondence” is reservation acceptance information indicating acceptance of a telephone correspondence reservation. “Reservation accepted” button 100ad is displayed. Then, when the user of the user terminal UT2 wishes to make a reservation corresponding to the telephone, the user terminal UT2 is operated by operating the operation unit 11 and selecting and executing the “telephone reservation reservation accepting” button 100ad (for example, clicking with the mouse). Reservation application information (including the user ID of the user and the group ID of the call center C1) indicating application for a telephone reservation is transmitted to the IM service providing server SA.

  The reservation application information thus transmitted is received in step S35, and the system control unit 7 performs a reservation list registration process (step S36). In this reservation list registration process, for example, the user ID included in the received reservation application information is registered in the reservation list of the call center C1 corresponding to the group ID included in the reservation application information.

  Here, if a restriction is provided for registration in the reservation list and only a limited number of user IDs (for example, five persons) set in advance are registered (for example, registered on a first-come-first-served basis), the call center When the phone becomes ready for a phone call, all the registered users can be quickly called. Alternatively, when selling products such as tickets that have a limited number of sales, the number of sales can be controlled more efficiently by limiting the number of registrations in the reservation list.

  In addition, in the case where there is a restriction on registration in the reservation list in this way, for example, when the number of registrations in the reservation list reaches the limit number, reservation acceptance cancellation information indicating that the telephone-based reservation acceptance is canceled is provided by the IM service. It is transmitted from the server SA to all user terminals UTm that are logging in. Then, in the user terminal UTm that has received the reservation acceptance cancellation information, for example, the “telephone reservation reservation acceptance” button 100ad displayed on the advertisement display unit 100a shown in FIG. 11A is canceled (erased). Will be.

  On the other hand, when the call center presence information indicating that the telephone is available in step S31 is registered, the system control unit 7 determines whether or not the user ID is registered in the reservation list of the call center that is available for telephone. If it is determined (step S32), and the user ID is not registered in the reservation list (step S32: NO), the system control unit 7 is in a telephone-enabled state, as in step S12 shown in FIG. Is transmitted to all the user terminals UTm that are logged in including the user terminal UT2 via the communication unit 3 and the network NW, etc. (step S33). The process proceeds to S35.

  On the other hand, when the user ID is registered in the reservation list (step S32: YES), the system control unit 7 performs a reservation handling process (step S34).

  In the reservation handling process, the system control unit 7 uses the user corresponding to the user ID registered in the reservation list (the user corresponding to each user ID when a plurality of user IDs are registered). Call center presence information indicating that the terminal UTm is ready for a telephone call, a group ID of the call center, and the like are transmitted. Further, as described above, the system control unit 7 provides information indicating that the user terminal UTm of the user corresponding to the user ID registered in the reservation list is ready for a telephone call. Send a toaster advertisement message containing.

  FIG. 11B shows an example of a display screen on the display unit 12 of the user terminal UT2 that has received the call center presence information and the toaster advertisement message transmitted in this way. As shown in FIG. 11B, the advertisement display unit 100a displays “currently accepting a call” 100aa as call center presence information of the call center C1, and “call” is a call start button for the call center C1. Click here "100ab is displayed, and further, the display unit 12 of the user terminal UT2 displays a toaster window screen 102 in which information indicating that the telephone correspondence state included in the toaster advertisement message has been entered is described. (For example, it is displayed for a certain time (for example, 10 seconds)). As a result, the user of the user terminal UT2 can grasp that the call center is ready for telephone as soon as possible before the user who has not made a reservation, and can make a call to the call center. .

  When a plurality of user IDs are registered in the reservation list, the toaster advertisement message is transmitted to the user terminal UTm, for example, at regular time intervals (for example, 1 minute) in the order of user ID registration. It may be configured.

  Further, the information indicating that the telephone support state included in the toaster advertisement message is received is addressed to the user's e-mail address corresponding to the user ID registered in the reservation list from the IM service providing server SA (in this case, use It is also possible to transmit the e-mail address to the person information database 51 in association with the user ID).

  In addition, after information indicating that the telephone is ready for use is transmitted to the user terminal UTm, there is no connection request related to a call from the user terminal UTm for a certain period of time (for example, 5 minutes), The system control unit 7 selects a user other than the user whose user ID is registered in the reservation list, and indicates call center presence information indicating that the user terminal UTm of the user is in a telephone-enabled state. And the organization ID of the call center. As a result, when the call center becomes ready for telephone calls, the user registered in the reservation list can be preferentially notified.

  As another example of the reservation handling process in step S34, the system control unit 7 makes a call by calling the user terminal UTm of the user corresponding to the user ID registered in the reservation list as described above. If permitted, a call is established between the user terminal UT and the operator terminal PTn of the operator who is in a telephone ready state at the call center corresponding to the reservation list (the telephone line between the user terminal UTm and the operator terminal PTn). May be configured to be connected). In addition, when a plurality of user IDs are registered in the reservation list, for example, when a user who makes early registration is given priority (that is, in the order of registration) and a call is not permitted even after a certain period of time, the reservation list Is configured to make a call to the user terminal UTm of the next user registered in (1). Further, in this reservation handling process, when a call between the user terminal UT of any user registered in the reservation list and the operator terminal PTn is not established, the system control unit 7 is the same as in step S33. Process.

  As described above, according to the above-described embodiment, the IM service providing server SA can sequentially update the operator presence information indicating whether or not the operator is ready for a telephone call from the user for each operator. In accordance with the operator presence information, it is determined whether or not the call center to which the operator belongs is ready for a telephone call from a user, and indicates whether or not the determined telephone ready state is available. Since the call center presence information is transmitted to the logged-in user terminal UTm and the call center presence information is displayed on the user terminal UTm, the user of the user terminal UTm Because it is possible to determine in advance whether or not there is It can be obtained. Therefore, the user can use the call center more efficiently.

  In addition, when the call center presence information is changed, the IM service providing server SA pushes it to the user terminal UTm, so that the user can grasp the call center availability in real time without causing a time lag. can do.

  In addition, when the call center is not in a telephone ready state, the IM service providing server SA accepts an application for a telephone compatible reservation, registers information indicating the user who applied for it in the reservation list, and the call center can respond to the telephone. When it becomes a status, a toaster advertisement message including information indicating that a status corresponding to a telephone is available is preferentially transmitted to the user terminal UTm of the user registered in the reservation list, or Since it is configured to establish a call between the user terminal UTm of the user registered in the reservation list and the operator terminal PTn of the operator who is in a telephone ready state at the call center, the user is in a telephone ready state. It is possible to efficiently receive telephone calls from the call center.

  In the above embodiment, the call center presence information is configured to be displayed on the main screen related to the messenger function. As another example, a URL (Uniform Resource Locator) is specified by the browser function of the user terminal UTm. By connecting to the IM service providing server SA, the call center presence information or the like may be displayed on the WEB page transmitted from the IM service providing server SA. In this case, the WEB page is acquired and updated by the user terminal UTm from the IM service providing server SA at regular time intervals.

  FIG. 12 is a diagram illustrating an example of a WEB page displayed on the display unit 12 of the user terminal UTm. The example of FIG. 12A is a display example when “currently accepting a call” (available for a telephone) is received as the call center presence information of the call center C1, and the WEB page 110 in this case includes the call center C1. As call center presence information, “currently accepting a call” 110a is displayed, and “click here to call” 110b, which is a call start button for the call center C1, is displayed. On the other hand, the example of FIG. 12B is a display example in the case where “currently taking a call” (difficult to answer a call) is received as the call center presence information of the call center C1, and the WEB page 110 in this case includes a call center As the call center presence information of C1, “currently taking a telephone” 110c is displayed, and “reserving a telephone correspondence” button 110d, which is reservation acceptance information indicating that a telephone correspondence reservation is accepted, is displayed.

  The operation when the “click here to make a call” 110b or the “accepting reservation for telephone call” button 110d is selected and executed (for example, clicked with the mouse) is the “display on the advertisement display section 100a of the main screen 100 described above. Click here to make a call "100ab or" Reserving a telephone-compatible reservation "button 100ad is the same as the operation when it is selected and executed.

It is a figure showing an example of outline composition of information service system S concerning this embodiment. It is a block diagram which shows an example of schematic structure of IM service provision server SA. It is a figure which shows the example of registration information in the user information database. It is a figure which shows the example of registration information in the call center information database 52, respectively. It is a conceptual diagram which shows a mode that the call center presence information in each call center C1-C3 is shown with respect to the user of user terminal UT1. It is a figure which shows an example of the flow of information until the telephone call between user terminal UTm and operator terminal PTn is established. It is a block diagram which shows an example of schematic structure of the user terminal UTm and operator terminal PTn. It is a figure which shows the example of a display screen in the display part 12 of user terminal UT2. 6 is a flowchart illustrating processing in the system control unit 7 of the IM service providing server SA in the first embodiment. 14 is a flowchart illustrating processing in the system control unit 7 of the IM service providing server SA in the second embodiment. It is a figure which shows the example of a display screen in the display part 12 of user terminal UT2 which received call center presence information and reservation reception information. It is a figure which shows an example of the WEB page displayed on the display part 12 of user terminal UTm.

Explanation of symbols

1, 11 Operation unit 2, 12 Display unit 3, 13 Communication unit 4, 14 Drive unit 5, 15 Storage unit 6, 16 Input / output interface unit 7, 17 System control unit 7a, 17a CPU
7b, 17b ROM
7c, 17c RAM
8, 19 System bus 18 Headphone with microphone 51 User information database 52 Call center information database SA IM service providing server UTm User terminal PTn Operator terminal S Information providing system NW network

Claims (8)

A plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from users for a predetermined service;
A user terminal device used by the user;
A server device to which the operator terminal device and the user terminal device are connected via a network;
An information providing system comprising:
The server device
Operator status registration means for registering for each of the operators whether or not the operator is in a state that can handle a telephone call from a user,
A group state determination means for determining whether the group is in a state in which a call from a user is available based on whether the operator is in a state in which a call from a user is available;
Group status information transmitting means for transmitting group status information indicating whether or not the telephone correspondence state determined by the group status determining means to the connected user terminal device;
With
The user terminal device
Status information receiving means for receiving group status information distributed from the server device;
Status information display means for displaying the received group status information;
An information providing system comprising: A plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from users for a predetermined service and a user terminal device used by the user are connected via a network. A server device,
Operator status registration means for registering for each of the operators whether or not the operator is in a state that can handle a telephone call from a user,
A group state determination means for determining whether the group is in a state in which a call from a user is available based on whether the operator is in a state in which a call from a user is available;
Group status information transmitting means for transmitting group status information indicating whether or not the telephone correspondence state determined by the group status determining means to the connected user terminal device;
A server device comprising: The server device according to claim 2,
The server apparatus according to claim 1, wherein the group status determination unit determines that the group is not in the telephone compatible state when all operators belonging to the group are not in the telephone compatible state. In the server apparatus according to claim 2 or 3,
If the group status determining means determines that the group is not in a state where the telephone is available, reservation reception information indicating that the telephone-compatible reservation is received is transmitted to the connected user terminal device. Reservation reception information transmission means to
Reservation application receiving means for receiving reservation application information indicating that a telephone correspondence reservation transmitted from the user terminal device is applied to the reservation reception information;
Reservation registration means for registering information indicating a user of the user terminal device that has transmitted the reservation application information;
After the reservation acceptance information is transmitted, when the group state determination unit determines that the group is in the telephone-ready state, the user terminal device of the user registered by the reservation registration unit On the other hand, a telephone ready state information transmitting means for transmitting information indicating that the telephone ready state has been reached,
A server device comprising: In the server apparatus according to claim 2 or 3,
If the group status determining means determines that the group is not in a state where the telephone is available, reservation reception information indicating that the telephone-compatible reservation is received is transmitted to the connected user terminal device. Reservation reception information transmission means to
Reservation application receiving means for receiving reservation application information indicating that a telephone correspondence reservation transmitted from the user terminal device is applied to the reservation reception information;
Reservation registration means for registering information indicating a user of the user terminal device that has transmitted the reservation application information;
After the reservation acceptance information is transmitted, when the group state determination unit determines that the group is in the telephone ready state, the user terminal device of the user registered by the reservation registration unit A call control means for establishing a call between the user terminal device having a call function and the operator terminal device having the call function, which is the operator terminal device of an operator in a state capable of handling a call;
A server device comprising: In the server apparatus as described in any one of Claims 2 thru | or 5,
The reservation registration unit registers information indicating a predetermined number of users.   An information provision processing program that causes the server device according to any one of claims 1 to 6 to function. A plurality of operator terminal devices used by a plurality of operators belonging to an organization that handles telephone calls from users for a predetermined service and a user terminal device used by the user are connected via a network. An information providing method in a server device,
Registering, for each of the operators, whether or not the operator is in a state in which a telephone call from a user is available;
Determining whether the group is in a state in which a call from a user is available based on whether the operator is in a state in which a call from a user is available;
Transmitting the group status information indicating whether or not the determined telephone correspondence is possible to the connected user terminal device;
An information providing method comprising:

Images