JP2009213072A - Call control apparatus, consulting service system, computer program, and call control method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call control apparatus can achieve inexpensively a consulting service system which improves expansibility and is can provide a user with precise services. <P>SOLUTION: The invention relates to a call control apparatus 40 for establishing a session, respectively, while using a standard protocol for call control described in a text format among a user terminal 10, a counter terminal 20 and an answerer terminal 30 connected to a public communication line network together. The call control apparatus 40 is characterized in that a first message containing identification information of the user terminal 10 is received from the user terminal 10, this is transmitted to the counter terminal 20, a first session is established between the user terminal 10 and the counter terminal 20, a second message containing the identification information is received from the counter terminal 20, this is transmitted to the answerer terminal 30, a call connection request received from the answerer terminal 30 is transmitted to the user terminal 10, and a second session is established between the answerer terminal 30 and the user terminal 10. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a call control device, a consulting service system, a computer program, and a call control method, and more specifically, a session is established between a user terminal and a respondent terminal connected to each other via a public communication line network. It is related with the technique which provides the user with the consulting service by the respondents.

With regard to this type of invention, in a conventional consulting service system using a TV phone in which a user and an expert are connected on a one-to-one basis, the user investigates in advance which expert should be consulted for each field to be consulted. After that, it was necessary to connect a TV phone, and the usage burden on the user was heavy.
In addition, even when a dedicated consultation service is provided, users who have been introduced by specialists from the consulting service need to reconnect to the specialist in the conventional consulting service system. Was big.

On the other hand, in Patent Document 1 below, the connection between the operator terminal device and the customer terminal device is switched using an MCU (Multipoint Communication Unit), thereby connecting the customer terminal device. An invention of an inter-device communication method that distributes to a specialist terminal while maintaining it is described.
Patent Document 2 below maintains the connection with the customer communication terminal by switching the connection between the customer communication terminal and the primary operator (call center) terminal using a CTI (Computer Telephony Integration) server. An invention of a specialist / call center system that distributes to secondary operator (specialist) terminals is described.

Japanese Patent Laid-Open No. 2001-177813 JP 2002-149873 A

However, in the communication method described in Patent Document 1, the connection with the customer terminal device is generally switched using a dedicated device that differs for each vendor and an MCU that uses a unique protocol. Therefore, when such a communication method with poor expandability is used, it has been difficult for a provider of a consulting service system to flexibly provide a fine-grained service according to a user's request or the like.
Further, in the system described in Patent Document 2, customer communication terminals are switched using CTI servers respectively arranged in call centers and specialist centers. Therefore, when using such a system, it is necessary for a provider of a consulting service system to arrange a CTI server for each terminal for professionals, and to provide a consulting service system by a large number of specialists scattered in remote locations. It was difficult.

  The present invention has been made in view of the above problems, and is a system for receiving answers from respondents such as experts in response to user's request items, and has excellent expandability and fine-tuned services to the user. The present invention provides a consulting service system that can be provided, a call control device that can realize this at a low cost, a computer program therefor, and a call control method.

The call control device of the present invention uses a standard protocol for call control described in a text format between a user terminal, a window terminal, and a respondent terminal, both connected to a public communication line network. A call control device for establishing a session,
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal And
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second session is established between the respondent terminal and the user terminal.

  Here, the user terminal, the window terminal, and the respondent terminal mean a fixed terminal or a portable terminal having functions of making a call (calling) and receiving a call (incoming call), respectively.

The identification information of the user terminal means a telephone number, an IP (Internet Protocol) address, a URI (Uniform Resource Identifier), and the like.
In addition, the message includes identification information that the identification information of the user terminal is included in a part or all of the body or header of the message transmitted / received between the terminals in a plain text or reversibly replaced state. Means the state.

  When a call control device transmits a message (for example, a first message) received from one terminal (for example, a user terminal) to another terminal (for example, a window terminal), it transmits information such as a call connection request corresponding to the received message. Means to the corresponding other terminal. Therefore, the message received by the call control device and the message transmitted by the call control device may be the same or different from each other. Similarly, as long as the identification information of the user terminal included in the message received by the call control device and the identification information of the user terminal included in the message transmitted by the call control device correspond to the same user terminal, The format may be the same or may be different from each other, for example, one may be encrypted.

The consulting service system of the present invention uses a user terminal, a window terminal, and a respondent terminal connected to each other via a public communication line network, and a standard protocol for call control described in a text format. A call control device that establishes a session between, and a consulting service system in which a session is established between the user terminal and the respondent terminal based on a call connection request from the user terminal,
The call control device is connected to at least the user terminal and the respondent terminal via the public communication network,
The call control device
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal And
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second session is established between the respondent terminal and the user terminal.

  Here, as described above, the call control device is arranged with respect to the user terminal or the respondent terminal via the public communication line network. Note that the call control device and the window terminal may be arranged separately via a public communication line network, or may be arranged on the same premises via a LAN (Local Area Network).

The computer program of the present invention uses a standard protocol for call control described in a text format between a user terminal, a window terminal, and a respondent terminal connected to each other via a public communication network. A computer program for a call control device for establishing a session,
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal The first connection process to
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second connection process for establishing a second session between the respondent terminal and the user terminal;
Is executed by the call control device.

The call control method of the present invention provides a standard protocol for call control described in a text format between a user terminal, a window terminal, and a respondent terminal connected to each other via a public communication network. A call control method for establishing a session using:
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal A first connecting step,
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second connection step for establishing a second session between the respondent terminal and the user terminal;
including.

  The various components of the present invention only have to be formed so as to realize the functions. For example, dedicated hardware that exhibits a predetermined function, call control in which a predetermined function is given by a computer program It can be realized as a device, a predetermined function realized in the call control device by a computer program, an arbitrary combination thereof, or the like.

  In addition, the various components of the present invention do not have to be individually independent, that a plurality of components are formed as one device, and one component is formed of a plurality of devices. It may be that a certain component is a part of another component, a part of a certain component overlaps a part of another component, and the like.

  Moreover, although the several step is described in order in the call control method of this invention, the order of the description does not necessarily limit the order which performs a several step. For this reason, when implementing the method of this invention, the order of the some process can be changed in the range which does not interfere in content.

  Further, the steps of the call control method of the present invention are not limited to being executed at different timings. For this reason, another step may occur during execution of a certain step, or a part or all of the execution timing of a certain step and the execution timing of another step may overlap.

  The call control device according to the present invention reads a computer program and executes corresponding information processing and application processing, such as a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), It can be implemented as hardware constructed with general-purpose devices such as I / F (Interface) units, dedicated logic circuits constructed to execute predetermined information processing and application processing, combinations of these, etc. .

  In the present invention, causing the call control device to perform various operations corresponding to the computer program also means causing the call control device to control the operation of various devices.

  For example, registering, storing, storing, holding or storing various information and data in the call control device means that the CPU stores various information and information in an information storage medium such as an HDD (Hard Disc Drive) or RAM fixed to the call control device. And the like, the CPU may store various information and data with a CD drive in an information storage medium such as a CD-R (Compact Disc-Recordable) loaded in the call control device in an exchangeable manner. .

According to the call control device of the present invention, a consulting service can be provided from the respondent terminal to the user terminal by connecting it to the public communication line network. Upon receiving this consulting service, the user terminal simply establishes a session with the respondent terminal simply by making a call connection request to the window terminal, so the burden on the user is low.
In the call control device and call control method of the present invention, a session is established between terminals using a standard protocol for call control described in a text format. Therefore, the expandability of the call connection is improved, and it becomes possible to provide the user with a fine-grained service according to the user's request and the like.
In the consulting service system of the present invention, the call control device is connected to a user terminal or a respondent terminal via a public communication network. In other words, in the present invention, without placing a call control device for each respondent terminal, the call control device network-connected to the public communication line network, the user terminal calling the counter terminal, the respondent terminal, Sessions can be established during Thus, according to the present invention, even when a large number of respondent terminals are scattered and arranged at remote locations, a consulting service system can be provided at a low cost.

Hereinafter, an example of an embodiment of the present invention will be described with reference to the drawings. In all the drawings, the same reference numerals are given to the same components, and the description will be omitted as appropriate.
FIG. 1 is a block diagram illustrating a configuration of a consulting service system 200 according to the present embodiment.

First, the outline | summary of the consulting service system 200 of this embodiment is demonstrated.
The consulting service system 200 includes a user terminal 10, a window terminal 20, and respondent terminals 30, 31 connected to each other via a public communication network (IP network 150), and a standard for call control described in a text format. And a call control device 40 that establishes a session between these terminals using a protocol. Based on the call connection request from the user terminal 10, a session is established between the user terminal 10 and the respondent terminal 30 or 31.
The call control device 40 is connected to at least the user terminal 10 and the respondent terminals 30 and 31 via a public communication line network (IP network 150).

Next, an outline of the call control device 40 of this embodiment will be described.
The call control device 40 is a call control described in a text format between the user terminal 10, the window terminal 20, and the respondent terminals 30 and 31, both of which are connected to the public communication line network (IP network 150). Establish a session using the standard protocol for.
Then, the call control device 40 receives the first message including the identification information of the user terminal 10 from the user terminal 10, transmits the received first message to the window terminal 20, and the user terminal 10, the window terminal 20, Establish a first session during
Next, the call control device 40 receives the second message including the identification information from the window terminal 20, transmits the received second message to the respondent terminal 30 or 31, and receives it from the respondent terminal 30 or 31. The call connection request is transmitted to the user terminal 10 to establish a second session between the respondent terminal 30 or 31 and the user terminal 10.

Next, the call control device 40 and the consulting service system 200 of this embodiment will be described in more detail.
Referring to FIG. 1, the consulting service system 200 includes a user terminal 10, a window terminal 20, respondent terminals 30 and 31, a call control device 40, and a WEB server 50, all connected to an IP network 150 such as the Internet. ing.
These user terminal 10, window terminal 20, respondent terminal 30, call control device 40, and WEB server 50 operate under program control.

The user terminal 10, the window terminal 20, and the respondent terminals 30 and 31, respectively, are monitors 60, 90, 120, and 121 that can output video and audio from the connected terminals, and cameras that acquire the video of the terminal user. 70, 100, 130, 131 and microphones 80, 110, 140, 141 for acquiring the voice of the terminal user.
The user terminal 10 and the monitor 60, the window terminal 20 and the monitor 90, and the respondent terminal 30 and the monitor 120 are connected in a one-to-one relationship to transmit and receive video and audio.

The user terminal 10 is an information processing terminal such as a set top box, and is a terminal used by a user who uses a consulting service by the consulting service system 200 of the present embodiment.
The consulting service system 200 according to the present embodiment accepts access from many user terminals 10 connected to the IP network 150.

The user terminal 10 has a function of receiving content transmitted from the WEB server 50 via the IP network 150 and transmitting the content to the monitor 60.
Further, the user terminal 10 has a function of making a call connection with the window terminal 20 and the respondent terminals 30 and 31 via the IP network 150 and the call control device 40 by IP telephone.

  The user terminal 10 has a function of transmitting video data input from the camera 70 and audio data input from the microphone 80 to the window terminal 20 and the respondent terminals 30 and 31 via the IP network 150, and the window terminal 20 And a videophone function for receiving video / audio data from the respondent terminals 30 and 31 and outputting the data to the monitor 60.

The window terminal 20 is an information processing terminal such as a set top box, and is a terminal used by an operator in the consulting service system 200 of the present embodiment.
In FIG. 1, only one window terminal 20 is illustrated, but instead of this, a plurality of window terminals 20 connected to a LAN or the like may be provided.

The window terminal 20 has a function of performing a call connection with the user terminal 10 and the respondent terminals 30 and 31 via the IP network 150 and the call control device 40 by IP telephone.
In addition, the window terminal 20 has a function of transmitting video data input from the camera 100 and audio data input from the microphone 110 to the user terminal 10 and the respondent terminals 30 and 31 via the IP network 150, and a user A videophone function for receiving video / audio data from the terminal 10 and the respondent terminals 30 and 31 and outputting the data to the monitor 90 is provided.

  The respondent terminals 30 and 31 are information processing terminals such as set-top boxes, and are terminals used by respondents who perform consulting for users in the consulting service system 200 of the present embodiment. The respondents who consult in the present invention include general respondents who respond to questionnaire responses, in addition to specialized qualification holders related to management, law, technology or finance.

Although two respondent terminals 30 and 31 are shown in FIG. 1, only one or three or more respondent terminals may be provided.
The content of the consulting is not particularly limited, and the respondent terminals 30 and 31 are distributed over the IP network 150 in a wide area. However, when a plurality of respondent terminals are provided, some of them may be connected to the same premises connected to each other via a LAN.

The respondent terminals 30 and 31 have a function of making a call connection with the user terminal 10 and the window terminal 20 via the IP network 150 and the call control device 40, respectively.
The respondent terminal 30 has a function of transmitting video data input from the camera 130 and audio data input from the microphone 140 to the user terminal 10 and the window terminal 20 via the IP network 150, and the user terminal 10. And a videophone function for receiving video / audio data from the window terminal 20 and outputting it to the monitor 120.

The call control device 40 is configured by a call control server. The call control device 40 of this embodiment has a function of a SIP (Session Initiation Protocol) server. That is, a session is established between the user terminal 10, the window terminal 20, and the respondent terminals 30 and 31 using SIP, which is a standard protocol for call control described in a text format.
The call control device 40 that manages call connection and performs actual connection enables multi-session, and permits connection even when there are two or more call connection requests from a plurality of user terminals 10, for example.

The call control device 40 relays an INVITE message (call connection request) from one terminal (for example, the user terminal 10) to another terminal (for example, the window terminal 20), thereby allowing a one-to-one session between these terminals. Establish.
More specifically, the call control device 40 transfers an INVITE message from one terminal to another terminal, and then transfers an ACK message (call connection response) from the other terminal to the one terminal. By doing so, a session is established between these terminals.
Further, as will be described later, the call control device 40 transmits a REFER message with the transfer destination as the third terminal from one terminal to the other terminal, so that the other terminal and the third terminal can communicate with each other. A session can be established.

In the case of the present embodiment, specifically, a first session is established between both terminals based on an INVITE message transmitted from the user terminal 10 to the window terminal 20. In the INVITE message, a URI corresponding to identification information of the user terminal 10 that is a call connection request source and a URI corresponding to identification information of the window terminal 20 that is a request destination are described.
In the first session, the user informs the operator of office matters and an outline of a desired consulting service via the user terminal 10, the IP network 150, the call control device 40, and the window terminal 20. The first session is performed using video and audio.

  In the consulting service system 200 of the present embodiment, a plurality of respondent terminals 30 and 31 are connected to the IP network 150, and the call control device 40 is connected to any one of the respondent terminals designated by the window terminal 20. The second message is transmitted, and a second session is established between the respondent terminal 30 or 31 and the user terminal 10 based on the second message.

  That is, the operator who uses the window terminal 20 selects an appropriate respondent according to the user's desire. The window terminal 20 maintains the first session with the user terminal 10 and the respondent terminal 30 or 31 (hereinafter referred to as the respondent terminal 30) used by the selected respondent and the user terminal 10. A second message is transmitted to the respondent terminal 30 in order to establish a second session during this period.

  In the second message, the URI corresponding to the identification information of the window terminal 20 that is the transmission source, the URI of the respondent terminal 30 that is the transmission destination, and the URI of the user terminal 10 that is the establishment destination of the second session are described. Yes.

  As a result, the respondent terminal 30 that has received the second message can send a call connection request toward the identification information (URI) of the user terminal 10 that is the provider of the consulting service.

In the case of the present embodiment, specifically, the counter terminal 20 transmits a REFER message having the transfer destination as the user terminal 10 as a second message to the call control device 40, and the call control device 40 transmits this message to the respondent terminal 30. Forward to.
Then, when the respondent terminal 30 receives the REFER message and responds thereto, a call connection request is transmitted from the respondent terminal to the user terminal 10 whose identification information is described in the REFER message.
The call connection request is first transmitted to the call control device 40, and the call control device 40 transfers it to the user terminal 10. When the user terminal 10 responds to the call connection request, a second session is established between the respondent terminal 30 and the user terminal 10.

In the second session, by exchanging video and audio data between the user terminal 10 and the respondent terminal 30, specialized matters relating to the consulting content are transmitted.
Then, when the predetermined consulting is completed, a call disconnect request for the second session is transmitted from the user terminal 10 or the respondent terminal 30 to the call control device 40, and the consulting service is terminated.

  In place of the above-described mode using the REFER message, a call connection request is sent from the respondent terminal 30 to the user terminal 10 by sending an INVITE message from the respondent terminal 30 to the user terminal 10 via the call control device 40. You may send it.

In the present embodiment, another session may be established between the first session and the second session.
As an example, a session for giving an outline explanation to the selected respondent from the operator who has acquired the content of the request from the user in the first session may be established separately.

  Specifically, by sending an INVITE message from the window terminal 20 to the respondent terminal 30 while maintaining the first session between the user terminal 10 and the window terminal 20, the first session is performed prior to the second session. Establish three sessions. Therefore, in the present embodiment, the first to third names do not mean a time series in which a session is established.

In the third session, the request content from the user is transmitted from the operator to the respondent for a predetermined time, and then the call is disconnected. The call disconnect request for the third session may be sent to the call control device 40 from either the window terminal 20 or the respondent terminal 30.
After the call disconnection of the third session, a second message (REFER message) is sent again from the window terminal 20 to the respondent terminal 30, so that the second session is performed between the respondent terminal 30 and the user terminal 10. Established between.
During this time, the first session between the user terminal 10 and the window terminal 20 can be continuously maintained.

  FIG. 2 is a flowchart showing a call control method by the call control device 40 of the present embodiment. A call control method performed by the call control device 40 will be described with reference to FIG.

First, an outline of the call control method of this embodiment will be described.
The call control method of the present embodiment includes a user terminal 10, a window terminal 20, and respondent terminals 30 and 31 (hereinafter referred to as the respondent terminal 30) connected to each other via a public communication line network (IP network 150). Between the first and second connection steps using a standard protocol for call control described in a text format, and includes first and second connection steps.
In the first connection step (step: T10), the first message including the identification information of the user terminal 10 is received from the user terminal 10 that has accessed the WEB server 50 and obtained the TV phone connection screen of the consulting service system 200; The received first message is transmitted to the window terminal 20 to establish a first session between the user terminal 10 and the window terminal 20.
In the second connection step (steps: T40 to 50), the second message including the identification information is received from the window terminal 20, and the received second message is transmitted to the respondent terminal 30 and received from the respondent terminal 30. The call connection request is transmitted to the user terminal 10 to establish a second session between the respondent terminal 30 and the user terminal 10.

Next, the call control method of this embodiment will be described in more detail.
In the first connection step (step: T10), the call control device 40 transmits an INVITE message, which is a call connection request received from the user terminal 10, to the window terminal 20. Then, the first session is established by transmitting a call connection response from the window terminal 20 to the user terminal 10.

In the second connection step (steps: T40 to 50), the call control device 40 transmits the REFER message received from the window terminal 20 to the respondent terminal 30. In the REFER message, the identification information (URI) of the user terminal 10 is described as the transfer destination. Accordingly, when the respondent terminal 30 responds, a call connection request is transmitted from the respondent terminal 30 to the user terminal 10 via the call control device 40 (step: T40).
Then, when the user terminal 10 responds to the REFER message, a second session is established between the respondent terminal 30 and the user terminal 10 (step: T50).

  In the call control method of the present embodiment, as shown in FIG. 2, another call connection (as described above) between the window terminal 20 and the respondent terminal 30 is performed between the first connection step and the second connection step. The third session is established (step: T20) and disconnected (step: T30). The establishment of the call connection is an INVITE message transmitted from the window terminal 20 to the respondent terminal 30, and the call connection is disconnected by the BYE message transmitted from the window terminal 20 or the respondent terminal 30 to the call control device 40. Can be performed.

  Further, when ending the second session, the call is disconnected by similarly transmitting a BYE message from the user terminal 10 or the respondent terminal 30 to the call control device 40 (step: T60).

  Next, processing in the consulting service system 200 of this embodiment will be described in detail with reference to FIGS. 3, 4, and 5.

<About the first session>
FIG. 3 is a sequence diagram for establishing the first session. First, the user accesses the WEB server 50 from the user terminal 10 and connects to the WEB server 50 to transmit a TV phone connection screen acquisition request in order to make a TV phone connection to the window terminal 20 which is a dedicated consultation window (step: S01). In response to the acquisition request from the user terminal 10, the WEB server 50 transmits a TV phone connection screen to the user terminal 10 (step: S02). The TV phone connection screen includes identification information such as the telephone number of the window terminal 20 as call connection information.

The user terminal 10 refers to the call connection information and transmits a first message that is a call connection request to the window terminal 20 to the call control device 40 via the IP network 150 (step: S03).
The call control device 40 relays the call connection request from the user terminal 10 to the window terminal 20 via the IP network 150 (step: S04).

Upon receiving the call connection request, the window terminal 20 displays the call connection request from the user terminal 10 on the monitor 90 (step: S05).
The operator confirms the call connection request display from the user terminal 10 on the monitor 90 and permits the call connection from the user terminal 10 on the window terminal 20 (step: S06).
The window terminal 20 transmits a call connection response to the user terminal 10 to the call control device 40 via the IP network 150 (step: S07).
The call control device 40 relays the call connection response from the window terminal 20 to the user terminal 10 via the IP network 150 (step: S08).
The user terminal 10 receives the call connection response from the window terminal 20 and establishes a call connection (first session).

The window terminal 20 receives the video data from the camera 100 and the audio data from the microphone 110, and performs compression processing (step: S09).
The window terminal 20 transmits the compressed video and audio data to the user terminal 10 via the IP network 150 (step: S10).
The user terminal 10 receives the video and audio data transmitted from the window terminal 20 (step: S11).
The user terminal 10 performs decompression processing on the received video and audio data (step: S12) and displays it on the monitor 60 (step: S13).
Further, the user terminal 10 receives the video data from the camera 70 and the audio data from the microphone 80 and performs compression processing (step: S14).
The user terminal 10 transmits the compressed video and audio data to the window terminal 20 via the IP network 150 (step: S15).

On the other hand, the window terminal 20 receives video and audio data transmitted from the user terminal 10 (step: S16).
The window terminal 20 decompresses the received video and audio data (step: S17) and displays it on the monitor 90 (step: S18).
Thereby, a two-way videophone connection is established (step: S19).

The display screens of the monitors 60, 90, 120 of each terminal at this time are as shown in FIG.
In the display window W1 of the monitor 60 of the user terminal 10, an image of the window terminal 20 is displayed. Then, the user terminal 10 (self-portrait) is displayed in the display window W2.
In the display window W3 of the monitor 90 of the window terminal 20, an image of the user terminal 10 is displayed. The window terminal 20 (self-portrait) is displayed in the display window W4.
Since the respondent terminal 30 is not in communication, no video is displayed on the monitor 120.

<About the third session>
FIG. 4 is a sequence diagram for establishing a third session performed between the first session and the second session. That is, in this embodiment, an outline of the user's request contents from the operator to the respondent is explained between the first session between the user and the operator and the second session between the respondent and the user. To do a third session.

In a call between the user terminal 10 and the window terminal 20, when the user receives a consulting service by a respondent, the window terminal 20 selects any one of the respondent terminals selected from the already registered telephone directory ( A third message which is a call connection request to the respondent terminal 30) is transmitted to the call control device 40 via the IP network 150 (step S20).
Such a third message is an INVITE message.

  The call control device 40 relays the call connection request from the user terminal 10 to the respondent terminal 30 via the IP network 150 (step: S21).

The respondent terminal 30 that has received the call connection request displays the call connection request (third message) from the window terminal 20 on the monitor 120 (step: S22).
The respondent confirms the call connection request display from the window terminal 20 on the monitor 120, and permits the call connection from the window terminal 20 at the respondent terminal 30 (step: S23).

Next, the respondent terminal 30 transmits a call connection response to the window terminal 20 to the call control device 40 via the IP network 150 (step: S24).
The call control device 40 relays the call connection response from the respondent terminal 30 to the window terminal 20 via the IP network 150 (step: S25).
The window terminal 20 receives the call connection response from the respondent terminal 30 and establishes the call connection (third session).

Then, the respondent terminal 30 receives the video data from the camera 130 and the audio data from the microphone 140, and performs compression processing (step S26).
The respondent terminal 30 transmits the compressed video and audio data to the window terminal 20 via the IP network 150 (step: S27).
The window terminal 20 receives the video and audio data transmitted from the respondent terminal 30 (step: S28).
The window terminal 20 decompresses the received video and audio data (step: S29) and displays it on the monitor 90 (step: S30).
The window terminal 20 receives video data from the camera 100 and audio data from the microphone 110, and performs compression processing (step: S31).
The window terminal 20 transmits the compressed video and audio data to the respondent terminal 30 via the IP network 150 (step: S32).

On the other hand, the respondent terminal 30 receives the video and audio data transmitted from the window terminal 20 (step: S33).
The respondent terminal 30 performs decompression processing on the received video and audio data (step: S34) and displays it on the monitor 120 (step: S35).
Thereby, a two-way videophone connection is established (step: S36).

The state of the display screen of the monitor at this time is shown in FIG. In the display window W1 of the monitor 60 of the user terminal 10, an image of the window terminal 20 is displayed. Then, the user terminal 10 (self-portrait) is displayed in the display window W2.
In the display window W3 of the monitor 90 of the window terminal 20, an image of the user terminal 10 is displayed. The video of the respondent terminal 30 is displayed in the display window W4, and the window terminal 20 (self-portrait) is displayed in the display window W5.
The video of the window terminal 20 is displayed on the display window W6 of the monitor 120 of the respondent terminal 30, and the respondent terminal 30 (self-portrait) is displayed on the display window W7.
That is, the window terminal 20 is in a two-party call state between the user terminal 10 and the respondent terminal 30, and the user terminal 10 and the respondent terminal 30 are connected to only the window terminal 20.

<About the second session>
FIG. 5 is a sequence diagram for establishing the second session. The second session for providing the consulting service is performed after the third session for explaining the outline from the operator to the respondent.

In order for the respondent and the user to talk on the TV phone, the third session is first disconnected. Therefore, a call disconnection request (BYE message) is transmitted from the window terminal 20 to the call control device 40 via the IP network 150 (step: S37).
The call control device 40 transmits a call disconnection request from the window terminal 20 to the respondent terminal 30 via the IP network 150 (step: S38).

Thereafter, a second message (REFER message) for a call connection request using the REFER method is transmitted from the window terminal 20 to the respondent terminal 30 to the call control device 40 via the IP network 150 (step: S39). .
The call control device 40 transmits the REFER message from the window terminal 20 to the respondent terminal 30 via the IP network 150 (step: S40).

  In the REFER message, identification information of the user terminal 10 is described in order to make a call connection from the respondent terminal 30 to the user terminal 10. Therefore, when the respondent terminal 30 receives the REFER message, the respondent terminal 30 transmits a call connection request to the user terminal 10 to the call control device 40 via the IP network 150 (step: S41).

  Here, in this embodiment, the identification information of the user terminal 10 included in the second message is not displayed on the monitor 120 of the respondent terminal 30.

In the first session described above, the identification information of the user terminal 10 is displayed and output on the monitor 90 of the window terminal 20 to authenticate and confirm the user. On the other hand, in this embodiment, the identification information of the user terminal 10 is not displayed and output on the monitors 120 and 121 of the respondent terminals 30 and 31.
Thus, the respondent establishes a session between the respondent terminal 30 and the user terminal 10 by responding to the REFER message without knowing the identification information of the user who will provide the consulting service.
As described above, it is possible to design on which terminal the identification information of the user terminal 10 is displayed and which terminal is to be concealed on software installed in the terminal. Such a flexible design is possible by establishing a session in the consulting service system 200 using a standard protocol for call control described in a text format.

  Then, the call control device 40 relays the call connection request from the respondent terminal 30 to the user terminal 10 via the IP network 150 (step: S42).

The user terminal 10 that has received the call connection request displays the call connection request (second message) from the respondent terminal 30 on the monitor 60 (step: S43).
The user confirms the call connection request display from the respondent terminal 30 on the monitor 60, and permits the call connection from the respondent terminal 30 on the user terminal 10 (step: S44).
Then, the user terminal 10 transmits a call connection response to the respondent terminal 30 to the call control device 40 via the IP network 150 (step: S45).
The call control device 40 relays the call connection response from the user terminal 10 to the respondent terminal 30 via the IP network 150 (step: S47).
Thereby, the user terminal 10 receives the call connection response from the respondent terminal 30 and establishes the call connection (second session).

Then, the user terminal 10 receives the video data from the camera 70 and the audio data from the microphone 80 and performs a compression process (step: S48).
The user terminal 10 transmits the compressed video and audio data to the respondent terminal 30 via the IP network 150 (step: S49).

The respondent terminal 30 receives the video and audio data transmitted from the user terminal 10 (step: S50).
The respondent terminal 30 performs decompression processing on the received video and audio data (step: S51) and displays it on the monitor 120 (step: S52).
The respondent terminal 30 receives the video data from the camera 130 and the audio data from the microphone 140, and performs compression processing (step: S53).
Then, the respondent terminal 30 transmits the compressed video and audio to the user terminal 10 via the IP network 150 (step: S54).

On the other hand, the user terminal 10 receives video and audio data transmitted from the respondent terminal 30 (step: S55).
The user terminal 10 performs decompression processing of the received video and audio (step: S56), and displays them on the monitor 60 (step: S57) to establish a videophone connection (step: S58).

The state of the monitor display screen at this time is shown in FIG. The video of the window terminal 20 is displayed on the display window W1 of the monitor 60 of the user terminal 10, the video of the respondent terminal 30 is displayed on the display window W2, and the user terminal 10 (self-portrait) is displayed on the display window W3. The
The video of the user terminal 10 is displayed on the display window W4 of the monitor 90 of the window terminal 20, and the window terminal 20 (self-portrait) is displayed on the display window W5.
The video of the user terminal 10 is displayed on the display window W6 of the monitor 120 of the respondent terminal 30, and the respondent terminal 30 (self-portrait) is displayed on the display window W7.
Thus, in the second session, the user terminal 10 is in a two-party call state between the window terminal 20 and the respondent terminal 30, and the window terminal 20 and the respondent terminal 30 are connected only to the user terminal 10. is there.

  According to the call control device 40 of this embodiment and the consulting service system 200 including the same, the following operational effects can be obtained.

First, by using a standard protocol for call control described in a text format for establishing a session between terminals, regarding selection of a call connection request originator, handling of identification information of the user terminal 10, etc. It becomes possible to provide users with fine-tuned services that meet the user's demands.
Then, the call control device 40 receives the first message including the identification information of the user terminal 10 from the user terminal 10, transmits the received first message to the window terminal 20, and the user terminal 10, the window terminal 20, Establish a first session during As a result, the user can access the consulting service system 200 by making a call to the integrated window terminal 20 without checking the identification information of respondents such as experts.
Next, the call control device 40 receives the second message including the identification information from the window terminal 20, transmits the received second message to the respondent terminal 30 or 31, and from the respondent terminal 30 or 31. The received call connection request is transmitted to the user terminal 10 to establish a second session between the respondent terminal 30 or 31 and the user terminal 10. As a result, the user does not need to make a call to the respondent terminal, and a session with the respondent terminal 30 or 31 is established simply by calling the first session call connection request to the window terminal 20. The usage burden is low.

  In the present embodiment, the second session is established while maintaining the first session. As a result, the user terminal 10 is not disconnected from the call until at least the second session from the respondent terminal 30 or 31 to the user terminal 10 is established. If the second session is reestablished after disconnecting the first session, the user waits for a predetermined time without a call connection. During this time, the user must continue to be concerned about whether the call connection request from the respondent terminals 30 and 31 is normally received by the user terminal 10. On the other hand, in the case of the present embodiment, the call connection between the user terminal 10 and the window terminal 20 is maintained until the call connection request from the respondent terminals 30 and 31 is reached. There is no risk of giving.

  In the call control device 40 of this embodiment, a session start protocol (SIP) is used as a standard protocol for call control. Further, the REFER message with the transfer destination as the user terminal 10 is used for the second message. As a result, respondents who are generally less proficient in terminal operation than an operator can start a second session with the user terminal 10 simply by responding to a call connection request from the window terminal 20. it can. Therefore, it is not necessary for the respondent terminals 30 and 31 to input the identification information of the user terminal 10, and the respondent can easily operate the terminal.

  In the consulting service system 200 of the present embodiment, the call control device 40 is connected to at least the user terminal 10 and the respondent terminals 30 and 31 via the public communication line network (IP network 150). As a result, even when a large number of respondent terminals 30 and 31 are scattered in remote locations, there is no need to place the call control device 40 in each premises, and a consulting service can be provided at a low cost. it can.

Moreover, in the consulting service system 200 of this embodiment, the identification information of the user terminal 10 included in the second message is not displayed and output on the respondent terminals 30 and 31. Thereby, the user does not know the identification information such as the telephone number of the user terminal 10 by the respondent. For this reason, the identification information of the user terminal 10 is not leaked to the outside through the respondent terminals 30 and 31, and the respondent is not notified of unnecessary communication to the user after the session ends.
In particular, when the user accesses the consulting service system 200 of this embodiment for the purpose of collecting questionnaire results from a large number of general respondents, the identification number of the user terminal 10 is concealed from the respondent terminals 30 and 31. May be strongly desired by the user. That is, unlike the case where a session is established only with a partner whose identification information is known as in a video conference system, in the case where a consulting service is provided as in this embodiment, between a user, an operator, and a respondent. It is preferable to conceal the identification information from the other party as necessary. On the other hand, according to this embodiment, the merit that the identification number of the user terminal 10 is not known to the respondent terminals 30 and 31 is provided.

  In the consulting service system 200 of the present embodiment, a plurality of respondent terminals 30 and 31 are connected to the public communication network (IP network 150), and the call control device 40 is designated by the window terminal 20. The second message is transmitted to any one of the respondent terminals 30 or 31. Thereby, an appropriate respondent can be selected according to the content of the request from the user and a consulting service can be provided.

  Further, according to the computer program and the call control method of the present embodiment, the call control device 40 and the consulting service system 200 described above are realized.

  In addition, the call control device 40 according to the present embodiment receives a third message including identification information of the user terminal 10 included in the first message from the window terminal 20, and sends the received third message to the respondent terminal 30 or 31. The third session is established between the window terminal 20 and the respondent terminal 30 or 31. Accordingly, an appropriate respondent according to the user's desired content is selected by the operator, and the respondent can know in advance the user's desired content prior to the start of the consulting service.

  Further, in the present embodiment, after the third session regarding the outline explanation between the window terminal 20 and the respondent terminal 30 is disconnected, the professional consulting content between the user terminal 10 and the respondent terminal 30 is related. A second session is established. For this reason, the answerer terminals 30 and 31 do not make a two-party call, and an excessive load is not applied to the connection line between the answerer terminals 30 and 31 and the IP network 150. Therefore, it becomes possible for respondents in various network connection environments to connect to the consulting service system 200.

In addition, this invention is not limited to the said embodiment, A various deformation | transformation is accept | permitted in the range which does not deviate from the summary.
For example, in the above embodiment, the first session between the user terminal 10 and the window terminal 20 is always maintained until the end of the consulting service, that is, until the second session is disconnected. As for the present invention, instead of this, the call connection of the first session may be disconnected when the second session starts.

In the present embodiment, the identification number (URI) of the user terminal 10 included in the message transmitted to the respondent terminals 30 and 31 is not displayed and output on the monitors 120 and 121 of the respondent terminals 30 and 31. As a method for realizing this, the identification information of the user terminal 10 is not displayed on the monitors 120 and 121 by software installed in the respondent terminals 30 and 31. As for the present invention, instead of this, the identification information of the user terminal 10 included in the second message may be replaced with other information in the call control device 40.
For example, the call control device 40 that has received the second message encrypts the information related to the transfer destination described in the header portion of the second message so that it can be decrypted, so that the user can respond to the respondent terminals 30 and 31. A method for concealing the identification information of the terminal 10 is exemplified.

Consulting services using TV phones are starting to attract attention as a new business. For example, in the case of banks, to improve customer satisfaction by showing letters, photos, and materials that cannot be achieved with conventional voice alone to customers who cannot visit the bank or who cannot visit the bank. There is an increasing need for services that can
According to the present invention, it is possible to provide a consultation service that can provide a single consultation service from the user's point of view and can easily receive various consultations.
In addition, an operator serving as a consulting office does not need to have specialized knowledge, and may introduce a user to respondents such as appropriate experts. Therefore, according to the present invention, it is possible to start a business that can easily provide a consulting service.

It is a block diagram which shows the structure of the consulting service system of embodiment of this invention. It is a flowchart which shows the call control method by the call control apparatus of this embodiment. It is a sequence diagram which establishes a 1st session. It is a sequence diagram which establishes a 3rd session. It is a sequence diagram which establishes a 2nd session. It is a figure which shows the state of the display screen of the monitor in a 1st session. It is a figure which shows the state of the display screen of the monitor in a 3rd session. It is a figure which shows the state of the display screen of the monitor in a 2nd session.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 User terminal 20 Window terminal 30, 31 Respondent terminal 40 Call control apparatus 50 WEB server 60, 90, 120, 121 Monitor 70, 100, 130, 131 Camera 80, 110, 140, 141 Microphone 150 IP network 200 Consulting service system W1-W7 display window

Claims (9)

A call control device that establishes a session between a user terminal, a window terminal, and a respondent terminal, both of which are connected to a public communication line network, using a standard protocol for call control described in a text format. Because
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal And
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A call control device that establishes a second session between the respondent terminal and the user terminal.   The call control device according to claim 1, wherein the second session is established while maintaining the first session.   The call control device according to claim 1, wherein the standard protocol is a session initiation protocol (SIP).   The call control device according to claim 3, wherein the second message transmitted from the window terminal to the respondent terminal is a REFER message having the transfer destination as the user terminal. Call control that establishes a session between user terminals, window terminals, and respondent terminals connected to each other via a public communication network and a standard protocol for call control described in text format A consulting service system in which a session is established between the user terminal and the respondent terminal based on a call connection request from the user terminal,
The call control device is connected to at least the user terminal and the respondent terminal via the public communication network,
The call control device
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal And
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A consulting service system for establishing a second session between the respondent terminal and the user terminal.   The consulting service system according to claim 5, wherein the identification information included in the second message is not displayed and output at the respondent terminal. A plurality of the respondent terminals are connected to the public communication network,
The consulting service system according to claim 5 or 6, wherein the call control device transmits the second message to any one of the respondent terminals designated by the window terminal. Call control that establishes a session using a standard protocol for call control described in text format between user terminals, window terminals, and respondent terminals connected to each other via a public communication network A computer program for a device,
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal The first connection process to
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second connection process for establishing a second session between the respondent terminal and the user terminal;
A computer program for causing the call control device to execute the program. Call control that establishes a session using a standard protocol for call control described in text format between user terminals, window terminals, and respondent terminals connected to each other via a public communication network A method,
A first message including identification information of the user terminal is received from the user terminal, the received first message is transmitted to the window terminal, and a first session is established between the user terminal and the window terminal A first connecting step,
The second message including the identification information is received from the window terminal, the received second message is transmitted to the respondent terminal, and the call connection request received from the respondent terminal is transmitted to the user terminal. A second connection step for establishing a second session between the respondent terminal and the user terminal;
A call control method.

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