JP2009225293A - Call connection apparatus and call termination selecting method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To terminate a call originated from a registered call origination number to a call termination number registered corresponding to the call origination number beforehand without executing representative selection. <P>SOLUTION: When call connection to a representative call termination number is requested from a call originating terminal, on the basis of the correspondence of the representative call termination number, the call origination number and the call termination number stored beforehand in the call connection apparatus, the call connection is requested from the call connection apparatus to a call terminating terminal to which the call termination number corresponding to the call origination number imparted to the call originating terminal is imparted. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call connection device and an incoming call selection method for connecting telephone terminals that perform voice and video communication via an IP network.

  Currently, in telephone communication that accepts a plurality of incoming calls with a representative number (hereinafter referred to as a representative number) in a call center or the like, representative selection control that allows incoming calls at a plurality of terminals or lines is performed in order to improve the incoming call completion rate. An incoming call method is provided.

  For example, when a representative number is received, there is provided a method of selecting a terminal or a line that can be received according to a predetermined priority (order) from a plurality of terminals or lines registered in advance. (For example, refer to Patent Document 1).

  Also, in order to equalize the number of incoming calls for each terminal or line when a call is received at the representative number, a method is provided in which a terminal or a line that can be received is selected in order from the terminal or the next line candidate that was previously received. ing.

Also, there is provided a system in which when a representative number is received, a plurality of terminals or lines are received all at once, and the terminal or line that responds first is connected.
JP-A-5-227303

  In the above-described technology, when an incoming call is received at the representative number, the incoming order is automatically determined by a predetermined selection method, or it is possible to receive an incoming call that is the earliest response by broadcasting simultaneously. Is.

  So, for example, if the caller dials the representative number of the company or the like that controls the representative number and talks with the desired person in charge, then the same caller calls the representative number again, In order to have a conversation with the person in charge, it is necessary to have the person in charge reconnect to the person in charge, which is problematic. Moreover, in order to save the effort, there exists a problem that the number for a person in charge must be provided.

  An object of the present invention is to provide a call connection device and an incoming call selection method for solving the above-described problems.

In order to achieve the above object, the present invention provides:
A connection device for connecting a call, wherein a call is made from a calling terminal that makes a call to a representative called number that represents a plurality of called numbers assigned to each of a plurality of called terminals. When the connection is requested, based on the calling number and the representative incoming number, the incoming number is one of the plurality of incoming numbers associated with the outgoing number and the representative incoming number in advance. Request connection of the call to a priority incoming number.

In addition, a storage unit that stores in advance the call number, the representative call number, and the priority call number;
A call connection processing unit for searching for the priority call number from the storage unit based on the calling number and the representative call number and requesting connection of the call to the searched priority call number; And

  Further, the call connection processing unit, when the priority call number associated with the call number and the representative call number is not stored in the storage unit, any call number of the plurality of call numbers Requesting connection of the call.

  The call connection processing unit may connect the call to an arbitrary incoming number of the plurality of incoming numbers when communication between the outgoing terminal and the incoming terminal to which the priority incoming number is assigned cannot be established. It is characterized by requiring.

  The storage unit can be accessed from a Web terminal connected to the call connection device, and the calling number, the representative called number, and the priority called number can be registered, changed, and deleted from the Web terminal. It is characterized by.

Also, an incoming call selection method for selecting the incoming terminal in a call connection device for connecting a call between an outgoing terminal that makes outgoing calls and a plurality of incoming terminals that make incoming calls,
When a call connection is requested from the calling terminal to a representative called number representing a plurality of called numbers assigned to each of the plurality of called terminals, using the called number assigned to the calling terminal, Based on the number and the representative incoming call number, the call connection request is made to a priority incoming call number which is one of the plurality of incoming call numbers associated in advance with the outgoing call number and the representative incoming call number. Have a process to do.

Further, from the storage unit that the call connection device has and stores in advance the call number, the representative call number, and the priority call number, based on the call number and the representative call number, the priority call The process of searching for a number;
And processing for requesting connection of the call to the retrieved priority call number.

  Further, when the priority call number associated with the call number and the representative call number is not stored in the storage unit, a request for connection of the call is made to any call number of the plurality of call numbers It has the process to perform.

  In addition, when communication between the calling terminal and the receiving terminal to which the priority call number is assigned cannot be established, a process of requesting connection of the call to an arbitrary call number of the plurality of call numbers is provided. It is characterized by.

  As described above, according to the present invention, a call from a registered call number can be received at a call number registered in advance in association with the call number without performing representative selection. In addition, when a specific callee cannot be received, the call completion rate can be improved by performing representative selection.

  Embodiments of the present invention will be described below with reference to the drawings.

  FIG. 1 is a diagram showing an embodiment of a telephone system to which a call connection device of the present invention is connected.

  In this embodiment, as shown in FIG. 1, a calling terminal A101 with a calling number “0001”, a call connection device 201, a receiving terminal B1002 with a called number “1002”, and a called number “1003”. An incoming call terminal C 1003, an incoming call terminal D 1004 whose incoming call number is “1004”, and a Web terminal 401 are connected via an IP network 301. Further, a representative group 1001 having a representative incoming call number “1001” of the receiving terminal B 1002, the receiving terminal C 1003, and the receiving terminal D 1004 is provided.

  The calling terminal A 101 is a first communication terminal that is connected to the IP network 301 and performs voice communication and video communication with the receiving terminal B 1002, the receiving terminal C 1003, or the receiving terminal D 1004 via the call connection device 201. Here, for convenience of explanation, the transmission terminal A101 performs transmission, but also has an incoming call function.

  When the call connection device 201 is installed in the IP network 301 and receives a call connection request signal from the calling terminal A 101, the call connection device 201 transmits a call connection request signal to the receiving terminal corresponding to the called number included in the received call connection request signal. And establish communication between terminals.

  The representative group 1001 includes a plurality of receiving terminals (in this embodiment, the receiving terminal B 1002, the receiving terminal C 1003, and the receiving terminal D 1004). When a call is connected to “1001”, which is the representative incoming number of the representative group 1001, one of the incoming terminals in the representative group 1001 is selected to be able to receive a call, and communication is provided. The incoming call terminal is selected by the call connection device 201.

  Receiving terminal B 1002, receiving terminal C 1003, and receiving terminal D 1004 are second communication terminals that are connected to IP network 301 and perform voice communication and video communication with calling terminal A 101 via call connection device 201. In addition, the receiving terminal B 1002, the receiving terminal C 1003, and the receiving terminal D 1004 are a terminal group constituting the representative group 1001. Here, for the convenience of explanation, the receiving terminal B 1002, the receiving terminal C 1003, and the receiving terminal D 1004 perform incoming calls, but also have a calling function.

  The Web terminal 401 is a terminal connected to the IP network 301 through a Web interface such as HTML. The Web terminal 401 can add, change, and delete data stored in the call connection device 201. The Web terminal 401 may be a general PC terminal or the like as long as it is a terminal connected to the IP network 301 through a Web interface such as HTML.

  Note that the number of receiving terminals constituting the representative group 1001 is not limited to three.

  FIG. 2 is a diagram illustrating a configuration example of the call connection device 201 illustrated in FIG.

  As shown in FIG. 2, the call connection device 201 shown in FIG. 1 includes a call connection processing unit 212, a terminal information storage unit 214, and a representative group information storage unit 215.

  The call connection processing unit 212 analyzes the call connection request signal transmitted from the calling terminal A101, determines whether connection is possible, and determines the connection destination, and transmits the call connection request signal to the determined connection destination.

  The terminal information storage unit 214 stores (stores) a service provided for each terminal number.

  FIG. 3 is a diagram illustrating an example of the structure of the terminal information storage unit 214 illustrated in FIG.

  The terminal information storage unit 214 shown in FIG. 2 has a structure in which a terminal number and provided service information are stored in association with each other as shown in FIG. The terminal number is the incoming number of the incoming terminal, and also includes the representative incoming number of the representative group 1001. The provided service information is information on a service provided to the terminal.

  For example, the terminal number “1001” and the provided service information “representative selection incoming call, representative group 1001” are stored in association with each other. This indicates that the service provided to the terminal whose terminal number is “1001” is the representative selective incoming service of the representative group 1001. This “representative selection incoming call” is to select one incoming call number from among a plurality of incoming call numbers represented by the representative group 1001 when there is an incoming call to the representative group 1001. Further, the terminal number “1002” and the provided service information “transfer service, transfer destination number: 1005” are stored in association with each other. This indicates that the service provided to the terminal having the terminal number “1002” is a transfer service that transfers the incoming call to the terminal number “1002” to the transfer destination number “1005”.

  The representative group information storage unit 215 stores (stores) terminal number information in the representative group 1001.

  FIG. 4 is a diagram showing an example of the structure of the representative group incoming number search data stored in the representative group information storage unit 215 shown in FIG.

  As shown in FIG. 4, the representative group incoming number search data stored in the representative group information storage unit 215 shown in FIG. 2 is associated with representative group identification information, a representative incoming number, and an incoming call number. It has been stored. The representative group identification information is information uniquely assigned to each representative group in order to identify the representative group. The representative call number is the call number of the representative group. These are set (stored) in advance from the Web terminal 401.

  For example, representative group identification information “1001”, representative incoming call number “1001”, incoming call number 1 “1002”, incoming call number 2 “1003”, and incoming call number 3 “1004” are stored in association with each other. Yes. This is because the representative incoming number of the representative group whose representative group identification information is “1001” is “1001”, and the incoming call numbers of the receiving terminals included in this representative group 1001 are “1002”, “1003”, and “1004”. ".

  FIG. 5 is a diagram showing an example of the structure of the representative group priority call number search data stored in the representative group information storage unit 215 shown in FIG.

  As shown in FIG. 5, the representative group priority call number search data stored in the representative group information storage unit 215 shown in FIG. 2 is associated with representative group identification information, calling number, and priority call number. Is stored. The representative group identification information is the same as the representative group identification information of the representative group incoming call number search data shown in FIG. The priority incoming call number is the incoming call number of the receiving terminal that receives the call with priority. These are set (stored) in advance from the Web terminal 401.

  For example, representative group identification information “1001”, transmission number “0001”, and priority incoming call number “1003” are stored in association with each other. This is because when a call connection is requested from a calling terminal having a calling number “0001” to a representative group (representative called number) having representative group identification information “1001”, the priority connection destination of the call is the called number. Indicates that the receiving terminal is “1003”. Also, representative group identification information “1001”, transmission number “0005”, and priority incoming call number “1004” are stored in association with each other. This is because, when a call connection is requested from a calling terminal having a calling number “0005” to a representative group (representative called number) having representative group identification information “1001”, the priority connection destination of the call is the called number. Indicates that the receiving terminal is “1004”.

  Further, a representative incoming call number may be stored instead of the representative group identification number.

  The representative group information storage unit 215 is configured to be accessible from the web terminal 401, and each data stored in the representative group information storage unit 215 can be registered / changed / deleted from the web terminal 401. .

  FIG. 2 shows only the components related to the present invention among the components configuring the call connection device 201.

  Hereinafter, a method of storing the representative group priority call number search data shown in FIG. 5 will be described.

  FIG. 6 is a flowchart for explaining a method of storing the representative group priority call number search data shown in FIG.

  When the call connection device 201 receives the calling number and the called number transmitted from the Web terminal 401 via the IP network 301 (step S1), the received calling number and the called number are converted into a call connection processing unit. The information is stored (registered) in the representative group priority call number search data of the representative group information storage unit 215 in association with the information 212 (step S2). At this time, the received incoming call number is stored as a priority incoming call number. The call connection processing unit 212 searches the representative group incoming number search data in the representative group information storage unit 215 based on the received incoming call number, and acquires representative group identification information associated with the incoming call number. . The acquired representative group identification information is also stored in the representative group priority call number search data in association with the transmission number and the incoming call number. The representative incoming call number may be stored in association with the outgoing call number and the incoming call number.

  The incoming call selection method in the call connection device 201 shown in FIG. 2 will be described below. Here, a case where call connection is requested from the calling terminal A101 to the representative group 1001 will be described as an example.

  FIG. 7 is a flowchart for explaining an incoming call selection method in call connection apparatus 201 shown in FIG.

  First, when a call connection request signal transmitted from the calling terminal A101 is received (step S11), the call connection processing unit 212 responds to the incoming call number based on the incoming call number included in the received call connection request signal. The provided service information is retrieved from the terminal information storage unit 214 (step S12). In this example, the provided service corresponding to the incoming number of the representative group 1001 is searched.

  The provided service information searched in the terminal information storage unit 214 is notified from the terminal information storage unit 214 to the call connection processing unit 212 (step S13). Here, taking the information shown in FIG. 3 as an example, “representative selection incoming call, representative group 1001” is notified.

  Since the notified provided service is “representative selection incoming call”, the representative group identification information is searched from the representative group incoming number search data in the representative group information storage unit 215 based on the incoming call number. Subsequently, based on the transmission number included in the received call connection request signal and the retrieved representative group identification information, the priority incoming call number is searched from the representative group priority incoming call number search data in the representative group information storage unit 215. (Step S14). By this search, it is determined whether or not the priority call number associated with the transmission number and the representative group identification information is registered (step S15). Here, taking the information shown in FIG. 5 as an example, it is determined that the incoming number “1003” associated with the outgoing number “0001” and the representative group identification information “1001” is registered as the priority incoming number. Is done.

  When it is determined that the priority call number associated with the transmission number and the representative group identification information is registered, the call reception number “1003” is notified from the representative group information storage unit 215 to the call connection processing unit 212 ( Step S16).

  Then, a call connection request signal is transmitted from the call connection processing unit 212 to the notified incoming call number “1003” (step S17). Thereafter, it is determined whether or not communication has been established between the calling terminal A101 and the receiving terminal C1003 (step S18). When it is determined that communication has been established, between the calling terminal A101 and the receiving terminal C1003. Communication is started. Here, a method for determining whether or not communication has been established may be any method that uses a general method, and is not particularly defined here.

  On the other hand, if it is determined in step S15 that the priority call number associated with the calling number and the representative group identification information is not registered, the call connection processing unit 212 uses the representative group in the representative group information storage unit 215. The incoming call number stored in association with the representative group identification information “1001” is acquired from the incoming call number search data (step S19). Here, taking the information shown in FIG. 4 as an example, the incoming numbers “1002”, “1003”, and “1004” are acquired.

  If it is not determined in step S18 that communication has been established, the process of step S19 is performed.

  Then, an arbitrary incoming call number is selected from the acquired incoming call numbers by the call connection processing unit 212, and a call connection request signal is transmitted from the call connection processing unit 212 to the selected incoming call number (step S20). Here, the method for arbitrarily selecting the incoming call number is not particularly defined. A round robin method may be used, a random number table may be used, or a general method may be used. Thereafter, communication is started between the transmitting terminal A101 and the arbitrarily selected receiving terminal.

  Hereinafter, with respect to the incoming call selection method described above, an operation sequence in the outgoing terminal A 101, the call connection device 201, and the incoming terminal C 1003 will be described.

  FIG. 8 is a sequence diagram for explaining a method of selecting an incoming call at the calling terminal A101, the call connection device 201, and the receiving terminal C1003.

  When a call connection request signal to the representative group 1001 is transmitted from the calling terminal A101 to the call connection device 201 (step S81), the representative selection is performed based on the content stored in the terminal information storage unit 214 by the call connection processing unit 212. The incoming call is activated (step S82). This is because the terminal information storage unit 214 is searched for the incoming call number included in the call connection request signal transmitted from the caller terminal A101, thereby recognizing that the incoming call signal is a representative selection incoming call. Is due to being done.

  Then, the call connection processing unit 212 extracts the priority call number from the intra-representative group priority call number search data associated with the incoming call signal and stored in the representative group information storage unit 215 (step S83). The specific process of step S83 is the process of steps S12 to S16 described using the flowchart shown in FIG. A call connection request signal is transmitted to the called terminal of the extracted called number (in this case, called terminal C1003) (step S84), and a response is sent from the called terminal C1003 to the calling terminal A101 via the call connection device 201 ( Step S85). Thereby, communication is performed between the transmitting terminal A101 and the receiving terminal C1003.

  In this way, when a call connection from the calling terminal to the representative call number is requested, the call terminal is assigned to the call terminal based on the correspondence between the representative call number, the call number, and the call number stored in advance in the call connection device. Call connection is requested from the call connection device to the receiving terminal to which the incoming number associated with the assigned outgoing number is assigned. Therefore, for a call from a calling terminal to which a pre-registered call number is assigned, the call is received at the call receiving terminal to which a call receiving number registered in advance is associated with the call number without performing representative selection. Can be made. In addition, when a specific callee cannot be received, the call completion rate can be improved by performing representative selection.

It is a figure which shows one Embodiment of the telephone system to which the call connection apparatus of this invention was connected. It is a figure which shows one structural example of the call connection apparatus shown in FIG. It is a figure which shows an example of the structure of the terminal information storage part shown in FIG. It is a figure which shows an example of the structure of the representative group incoming call number search data stored in the representative group information storage part shown in FIG. It is a figure which shows an example of the structure of the priority group incoming call number search data stored in the representative group information storage part shown in FIG. 6 is a flowchart for explaining a method of storing representative group priority call number search data shown in FIG. 5; 3 is a flowchart for explaining an incoming call selection method in the call connection apparatus shown in FIG. 2. FIG. 6 is a sequence diagram for explaining a method for selecting an incoming call at a calling terminal A, a call connection device, and a receiving terminal C.

Explanation of symbols

101 Calling terminal A
201 Call connection device 212 Call connection processing unit 214 Terminal information storage unit 215 Representative group information storage unit 301 IP network 401 Web terminal 1001 Representative group 1002 Incoming terminal B
1003 Incoming terminal C
1004 Incoming terminal D

Claims (9)

  When a call connection is requested from a calling terminal that makes a call to a representative called number that represents a plurality of called numbers assigned to each of a plurality of called terminals, using the calling number assigned to the calling terminal, Based on the number and the representative incoming call number, the call connection request is made to a priority incoming call number which is one of the plurality of incoming call numbers associated in advance with the outgoing call number and the representative incoming call number. Call connection device. The call connection device according to claim 1, wherein
A storage unit that stores the call number, the representative call number, and the priority call number in advance,
A call connection processing unit for searching for the priority call number from the storage unit based on the calling number and the representative call number and requesting connection of the call to the searched priority call number; Call connection device. The call connection device according to claim 2, wherein
The call connection processing unit, when the priority call number associated with the call number and the representative call number is not stored in the storage unit, to any call number of the plurality of call numbers A call connection device that requests connection of a call. The call connection device according to claim 2, wherein
The call connection processing unit requests connection of the call to an arbitrary incoming number of the plurality of incoming numbers when communication between the outgoing terminal and the incoming terminal assigned the priority incoming number cannot be established. A call connection device. The call connection device according to claim 2, wherein
The storage unit can be accessed from a Web terminal connected to the call connection device, and can register, change, and delete the transmission number, the representative call number, and the priority call number from the Web terminal. A call connection device. An incoming call selection method for selecting the incoming call terminal in a call connection device for connecting a call between an outgoing call terminal for outgoing call and a plurality of incoming call terminals for incoming call,
When a call connection is requested from the calling terminal to a representative called number representing a plurality of called numbers assigned to each of the plurality of called terminals, using the called number assigned to the calling terminal, Based on the number and the representative incoming call number, the call connection request is made to a priority incoming call number which is one of the plurality of incoming call numbers associated in advance with the outgoing call number and the representative incoming call number. An incoming call selection method having processing to perform. In the incoming call selection method according to claim 6,
From the storage unit that the call connection device has and stores the call number, the representative call number, and the priority call number in advance, the priority call number is determined based on the call number and the representative call number. Processing to search,
And a process for requesting connection of the call to the retrieved priority call number. In the incoming call selection method according to claim 7,
When the storage unit does not store the priority call number associated with the call number and the representative call number, a process of requesting connection of the call to an arbitrary call number of the plurality of call numbers An incoming call selection method comprising: In the incoming call selection method according to claim 6 or 7,
When communication between the caller terminal and the callee terminal to which the priority caller number is assigned cannot be established, it has a process of requesting connection of the call to any callee number among the plurality of callee numbers Incoming call selection method.

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