JP2010034902A - Call control system and call control method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve security, and improve convenience of a user who is called. <P>SOLUTION: A system comprises: a user database 300 for storing and holding telephone numbers for call unique to a conference room and telephone numbers of called users belonging to the conference room ins association with each other; a Web function unit 110 for receiving a connection request to the called user from a calling user; a call unit 222 for establishing a callee voice call session to the called user using a caller telephone number; a call unit 221 for establishing a caller voice call session to the calling user using the caller telephone number after establishing the callee voice call session; and a bridge processing unit 223 for establishing a voice call session between the calling user and the called user by bridging the caller voice call session and the callee voice call session. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call control system and a call control method for connecting to a group composed of a plurality of users, such as a conference call and customer service, in accordance with an operation of a caller user.

  In recent years, so-called Internet telephony via the IP network has become widespread. For example, a group composed of a plurality of users, a group of a plurality of users, and calls to members of this group all at once, or simultaneous calls Various call control services are provided, such as connecting communication paths for communication. As one of the call control services, a service is also provided in which a conference consisting of a group of a plurality of users making a call at the same time (Patent Document 1).

In the service disclosed in Patent Document 1, the telephone number of a requesting user who is a conferee of a telephone conference is stored in association with the telephone number of another user who is a participant of the telephone conference. In response to a call from the telephone terminal, a plurality of communication paths are set in response to other users, and a telephone conference is established.
Japanese Patent No. 3950379

  However, in the above-described service, since the communication path to each participant is set based on the phone number of the requester who is the convener, the participant's telephone number is notified to the participant, and the personal information There are security issues such as protection. Also, if the contributor has registered multiple meeting rooms, all the meeting rooms will be called with a common telephone number, and the called party will be called for which meeting room. There is a problem that it cannot be determined and causes confusion.

  The present invention has been made in view of such circumstances, and when a connection is made to a group composed of a plurality of users, such as a conference call and customer service, according to the operation of the caller user, a call is made. It is an object of the present invention to provide a call control system and a call control method that can enhance security such as protection of personal information of an original user and can also improve convenience of a called user.

  In order to solve the above problems, the present invention provides a call control system for connecting to a group composed of a plurality of users in response to an operation of a caller user, and a calling telephone number unique to the group, A user database that associates and stores the telephone number of the telephone terminal of the callee user who is a user belonging to the group, and a connection request to the callee user, the caller telephone number and the telephone terminal of the callee user A connection request reception unit that receives a connection request including the telephone number of the caller from the information terminal device of the caller user, and calls the callee user's phone terminal using the caller telephone number as the caller. A callee calling unit for establishing one or more callee voice call sessions with the other telephone terminal, and at least one callee voice call session has been established. A caller calling unit for calling the caller user's telephone terminal using the caller's telephone number as a caller and establishing a caller voice call session with the caller user's phone terminal; A bridge processing unit configured to establish a voice call between the caller user's telephone terminal and the callee user's telephone terminal by bridging a plurality of callee voice call sessions and the caller voice call session;

Another invention is a call control method for connecting to a group composed of a plurality of users according to an operation of a caller user,
(1) Preliminarily storing a telephone number for calling unique to a group and a telephone number of a telephone terminal of a callee user who is a user belonging to the group in a user database;
(2) A connection request reception request for receiving a connection request from the information terminal device of the caller user, which is a connection request to the callee user and includes the calling telephone number and the telephone number of the callee user's telephone terminal Steps,
(3) A call destination calling step for calling a callee user's telephone terminal using a caller telephone number as a caller and establishing one or more callee voice call sessions with the callee user's telephone terminal; ,
(4) After at least one callee voice call session has been established, the caller's telephone terminal is called using the caller's telephone number as the caller, and the caller's voice call is made with the caller's user's telephone terminal. A call originator step for establishing a session;
(5) Bridge processing for establishing a voice call between a caller user's telephone terminal and a callee user's telephone terminal by bridging one or more callee voice call sessions and the caller voice call session Steps.

  According to these inventions, for example, when a conference call participant is a group, when the conference caller (caller user) makes a call request, the call is called to the conference room and the participant (callee user) ) Is established, a caller voice call session with the caller user is established, and both voice call sessions are bridged.

  In particular, the caller's telephone number is not known to the participant because the caller's telephone number unique to each conference room is used to call the participant. In addition, since the calling phone number is unique to each conference room, by notifying the calling phone number at the time of convocation, the participant can preliminarily determine which conference room to call. I can know.

  In the above invention, the connection request includes a call reservation time for starting call processing for the callee user, and at the time of call destination call execution is made to the callee user's telephone terminal at the call reservation time. It is preferable to perform reservation call processing. In this case, when the caller user who is the convener makes a call request with a call reservation that specifies the date and time, the caller user and the callee user are individually called to call the conference room at the reserved date and time. The Therefore, when the convener schedules a meeting in the future, the convening can be performed without forgetting.

  In the above invention, when a call destination call is made, call processing is simultaneously performed for a plurality of call destination user's phone terminals belonging to a group, and a call destination voice call is made only to the call destination user's phone terminal that responds first. It is preferable to establish a session. In this case, for example, by setting a calling telephone number for each type of support in the customer service center, the calling user can call the calling telephone number according to the type of support requested. , Can keep waiting for operator's response. That is, according to the present invention, a caller voice call with a caller user is established after a call is made to the callee operators all at once and a callee voice call session with the operator who has responded first is established. Since the session is established and the bridging processor bridges both voice call sessions, the caller must once make a call to any support phone number and need not continue calling until the operator answers. And wait for a callback when the operator answers.

  According to the present invention, when connecting to a group composed of a plurality of users, such as a conference call and customer service, according to the operation of the caller user, security such as protection of personal information of the caller is improved. In addition, the convenience of the called party user to be called can be improved.

[First Embodiment]
Embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a network system including a call service system 10 to which the present invention is applied.

  As shown in the figure, the call service system 10 is a call control system that connects to a group constituted by a plurality of users a to c in accordance with an operation of a call source user x. The group consists of participants in a conference call. Specifically, the call service system 10 includes an application server 100, a call service server 200, and a user database 300, is connected to the IP network 70, and is connected to a general public line / mobile communication network via a gateway 90. 80.

  Here, the IP network 70 is a network that transmits information using an Internet protocol, and can typically be the Internet. The general public line / mobile communication network 80 is a general term for telephone lines for voice calls such as fixed telephones and mobile communication. The gateway 90 performs a process of mutually converting data formats, protocols, etc. in order to enable mutual communication between the IP network 70 and the general public line / mobile communication network 80.

  In the example of this figure, a call source user x who is a call conferee of the call conference uses a service provided by the call service system 10 to call call destination users a to c who are participants of the call conference. ing. The caller user x uses a terminal device 20b having an IP network connection function and a Web browser function and a telephone 20a having a general public line / mobile communication network connection function. In this example, the caller user x uses the terminal device 20b and the telephone 20a. It is assumed that a mobile phone 20 having both functions is used. That is, the mobile phone 20 has a function of accessing a Web page via the IP network 70 such as a browser function in addition to a mobile communication telephone function. Called users a to c use telephones 30a to 30c having a general public line / mobile communication network connection function. These telephones 30a to 30c may be fixed telephones or mobile telephones.

  FIG. 2A is a block diagram illustrating functional configurations of the application server 100 and the call service server 200 included in the call service system 10, and FIG. 2B schematically illustrates a data structure of the user database 300. FIG.

  As shown in FIG. 2A, the application server 100 includes a Web function unit 110 connected to the IP network 70 and an application unit 120 that functions as a back end of the Web function unit 110. In addition, a user database 300 is connected to the application server 100 and the call service server 200 so that data in the user database 300 can be shared.

  The user database 300 associates a calling telephone number (050-xxxx-xxxx) unique to a group with the telephone numbers of telephone terminals of the caller user x and the callee users a to c who are users belonging to the group. A database device that stores and holds data. Specifically, the user database 300 is a database configured on a non-volatile storage device, and stores information related to users who can receive a service provided by the call service system 10. In the present embodiment, for example, as shown in FIG. 2B, a name for each conference room that is a group, a calling telephone number unique to each conference room is held, and the conference room is associated with each conference room. Identification information of the caller user x who is a member of the room, the telephone number of the telephone 20a of the caller user x, the identification information of the mobile phone 20 of the caller user x, and the participants (calls) called by the caller user x Memorize a list of users that can be specified as (destination). The list of users that can be designated as call destinations includes call destination users a to c, and the telephone numbers of the telephones 30a to 30c of the call destination users a to c are associated with each other.

  The web function unit 110 is a function unit that performs web front processing, and can be configured by a web server, for example. As this Web server, a server computer for transmitting information such as an HTML (Hyper Text Markup Language) file, an image file, or a music file in a document system such as WWW (World Wide Web) or software having the function is adopted. Information such as HTML documents and images is stored, and the information is transmitted through the IP network 70 in response to a request from client software such as a Web browser.

  In this embodiment, the Web function unit 110 is a connection request from the caller user x to the callee users a to c, and specifies the telephone number of the mobile phone 20 of the caller user x. A connection request that receives a connection request including information on the telephone number of the conference user or the callee users a to c from the terminal device 20b of the caller user x via the IP network 70. It also has a function as a part.

  Such a connection request can be made, for example, on a Web page that the Web function unit 110 displays on the browser function of the mobile phone 20. In the present embodiment, the phone number of the mobile phone 20 of the caller user x and the phone numbers of the telephones 30a to 30c of the callee users a to c are stored in the user DB 300. By simply selecting any destination user a to c above, it is possible to make a connection request to the destination users a to c without inputting the telephone numbers of the telephones 30 a to 30 c of the destination users a to c. . In addition, the connection request can include information on the call reservation time as necessary.

  In the present embodiment, the call control unit 220 also has a function as a connection request receiving unit, and requests for connection to the callee users a to c are made by a call from the caller user x to the call service server 200. You can make outgoing calls. More specifically, the call of the conference room is started by calling the call control unit 220 from the caller user x, and dialing for making this call is made to a telephone number unique to the conference room. Upon receiving this call, the call control unit 220 performs authentication based on the telephone number of the user x included in the calling signal, and the telephone number of the user x and the telephone number of the called call service, that is, the call The telephone number is sent to the application unit 120 of the application server 100 as a connection request. Further, the call control unit 220 may be provided with a voice guidance function using a toe key, and additional information input such as setting of the reservation time described above may be performed by voice or dial push operation.

  In response to the connection request from the call source user x received from the Web function unit 110 or the call control unit 220, the application unit 120 calls the call destination users a to c that are members of the group to the call service server 200. . Specifically, the application unit 120 requests call connection processing between the caller user x and a plurality of callee users a to c, and responds to the connection request from information included in the connection request from the caller user x. With reference to the user DB 300, the telephone number of the mobile phone 20 of the caller user x and the telephone numbers of the telephones 30a to 30c of the callee users a to c are specified and notified to the call service server 200. Further, the application unit 120 includes a reserved call processing unit 121.

  The call service server 200 includes an interface unit 210 and a call control unit 220. The interface unit 210 performs an interface process with the application server 100, receives the telephone number of the call source telephone and the telephone number of the call destination telephone, and performs a process of notifying the call control unit 220.

  The call control unit 220 includes a call source call unit 221, a call destination call unit 222, a bridge processing unit 223, and a security management unit 224. The call source telephone number and the call destination notified from the interface unit 210 are provided. The voice call between the caller telephone and the callee telephone is established according to the telephone number of the telephone. The call control unit 220 can perform call control by software processing, for example.

  The calling party calling unit 221 calls the calling user's telephone from the communication terminal associated with one of the calling telephone numbers, and connects the calling telephone number with the calling user's telephone. In the meantime, a process of establishing a callee voice call session is performed.

  The called party calling unit 222 calls the calling user's telephone from the communication terminal associated with one of the calling telephone numbers, and between the calling telephone number and the calling user's telephone. To establish a callee voice call session. In this embodiment, a call to the telephone of the caller user is made after the callee voice call session is established.

  The bridge processing unit 223 realizes a voice call between the caller user telephone and the callee user telephone by bridging the callee voice call session and the caller voice call session established separately. Perform the process.

  The security management unit 224 is a module that mainly manages the security of a conference room that is being executed, and authenticates users who have participated in a meeting late to prevent unauthorized participation. Participating late in a meeting is when, for example, a caller is called by a calling phone number and the called user is unable to answer the call. You can join the conference by making a call from the other user. At this time, the security management unit 224 checks the user database 300 based on the telephone number notification of the caller (callee user) included in the call in response to the call from the callee user. If the call originates from a number that is not registered in the network, the connection is rejected. If the call originates from a registered number, the connection is established and participation in the conference room is permitted.

(Call control method)
By operating the call service system 10 having the above configuration, the call control method of the present invention can be implemented. FIG. 3 is a flowchart for explaining call control of the call service system 10. In this embodiment, the caller user x calls a conference call with the callee users a to c to the call service system 10 using the mobile phone 20 having both the function of the terminal device 20b and the function of the telephone 20a. The call control of the call service system 10 will be described taking an example of the case.

  This process starts when the Web function unit 110 of the call service system 10 accepts access from the mobile phone 20 of the caller user x (S101). That is, it is assumed that the caller user x knows in advance the address of the Web page provided by the Web function unit 110.

  Upon receiving access from the mobile phone 20 of the caller user x, the application unit 120 identifies the caller user x (S102). The caller user x can be specified, for example, by referring to the user database 300 using the identification information of the mobile phone 20 received at the time of access. Alternatively, the caller user x may be specified by performing an authentication process using a user ID or password on the Web page and accepting input of identification information from the caller user x. By specifying the caller user x, the telephone number of the mobile phone 20 of the caller user x can also be specified.

  When the caller user x is specified, the application unit 120 refers to the user DB 300 to create a list of callees that can be called by the caller user x, and via the Web function unit 110, the caller user x Is displayed on the mobile phone 20 (S103).

  FIG. 4 shows an example of a destination list display screen 25 that displays a destination list. On the call destination list display screen 25, conference rooms A to D, which are callable conference rooms obtained with reference to the user database 300, are displayed in the call destination list display column 25a in a selectable state. Each of the conference rooms A to D includes, for example, users a to c as members, and calls for convocation are made to the members of each conference room by selecting the conference room. It becomes. Here, it is assumed that the conference room B is selected.

  That is, when the designation of the conference room B as the call destination is received from the call source user x (S104), the application unit 120 refers to the user database 300 and calls the conference room B and the call destination user. The telephone numbers of the telephones 30a to 30c of ac are acquired (S105). Then, the call service server 200 is notified of the calling telephone number as caller information, the telephone numbers of the telephones 30a to 30c of the callee users a to c as callee information, and a call control request is made. Do.

  In the call service server 200 that has received the call control request, first, the call destination calling unit 222 makes a call to the telephone numbers of the telephones 30a to 30c of the call destination users a to c notified as the call destination information (S106). ). When the telephones 30a to 30c of the callee users a to c respond to this call, a call is made between the call destination terminal of the caller telephone number and the telephones 30a to 30c of the callee users a to c. A prior voice call session is established (S107).

  Then, the caller calling unit 221 confirms that one or more callee voice call sessions have been established, and responds to the telephone number of the mobile phone 20 of the caller user x notified as caller information. Then, a call is made using the calling telephone number (S108). When the mobile phone 20 of the caller user x responds to this call, a caller voice call session is established between the caller terminal and the mobile phone 20 of the caller user x (S109). Next, when the caller voice call session is established, the bridge processing unit 223 bridges the callee voice call session and the caller voice call session (S110). As a result, a voice call can be performed between the mobile phone 20 of the call source user x and the telephones 30a to 30c of the call destination users a to c.

  As described above, in the present embodiment, when the caller user x makes a call request, that is, calls a conference, after at least one callee voice call session with the callee users a to c is established, A caller voice call session is established and both voice call sessions are bridged to initiate a conference. Accordingly, it is possible to prevent the caller user x responding to the incoming call from the call service server 200 from continuing to wait for the responses of the callee users a to c while the session is established.

  FIG. 5 is a diagram schematically showing the flow of processing according to the present embodiment. As shown in this figure, a call request to the callee users a to c is sent from the mobile phone 20 of the caller user x to the call service system 10 via the IP network 70. In response to the call request, the call service system 10 first makes a call to the telephones 30a to 30c of the called users a to c via the general public line / mobile communication network 80. When a call destination voice call session is established between the call service system 10 and the telephones 30a to 30c of the callee users a to c, a general public line / mobile communication is made to the mobile phone 20 of the caller user x. A call is made via the network 80. When a caller voice call session is established between the call service system 10 and the mobile phone 20 of the caller user x, the call service system 10 bridges the callee voice call session and the caller voice call session. As a result, the telephone conference is started, and the caller user x does not wait in the established state of the caller voice call session, and the caller user x's mobile phone 20 and the callee users a to c's telephones 30a to 30c Voice calls can be made between the two.

  In addition, as a result of making a call from one of the calling telephone numbers to the telephone numbers of the telephones 30a to 30c of the callee users a to c in the process (S106), the callee users a to c do not respond. If the call destination voice session cannot be established, it is desirable to notify the caller user x of the mobile phone 20 to that effect. As a result, it is possible to prevent the caller user x from waiting for incoming calls.

  Alternatively, some or all of the functions of the application server 100 may be converted into an application and installed in the mobile phone 20. In this case, part or all of the processing performed by the application server 100 is performed on the mobile phone 20, and the call service server 200 receives the processing result from the mobile phone 20 to perform the same call control processing as described above. be able to.

  Next, in the call control of the call service system 10, a case where the caller user x reserves a time for making a call will be described. FIG. 6 is a flowchart illustrating call control of the call service system 10 using the reservation function.

  As shown in FIG. 6, this process starts when the Web function unit 110 of the call service system 10 accepts access from the mobile phone 20 of the caller user x (S201). Upon receiving access from the mobile phone 20 of the caller user x, the application unit 120 identifies the caller user x (S202). When the caller user x is specified, the application unit 120 refers to the user database 300 to create a list of callees that can be called by the caller user x, and via the Web function unit 110, the caller user x x is displayed on the mobile phone 20 (S203).

  FIG. 7 shows an example of a destination list display screen 26 that displays a destination list. On the call destination list display screen 26, conference rooms A to D that are call destinations obtained by referring to the user DB 300 are displayed in the call destination list display field 26a in a selectable state.

  The call destination list display screen 26 is further provided with a call reservation designation area 26b, which is either “call execution” for executing a call immediately or “call reservation” for executing a call at a reserved time. Can be selected. The caller user x selects “call reservation” when he / she wants to make a call reservation, and inputs the date / time at which he / she wants to make a call in the date / time input field provided in the call reservation designation area 26b.

  When the application unit 120 receives designation of the user B as the call destination from the call source user x (S204), the application unit 120 refers to the user database 300 and acquires the telephone numbers of the telephones 30a to 30c of the call destination users a to c. (S205).

  Then, it is determined whether there is a call reservation designation (S206). When no call reservation is specified (S206: No), that is, when “call execution” is selected, the mobile phone 20 of the caller user x is immediately sent to the call service server 200 as caller information. The telephone numbers of the telephones 30a to 30c of the callee users a to c are notified as call destination information, and a call control request is made.

  On the other hand, when a call reservation is specified (S206: Yes), that is, when "call reservation" is selected and the date and time are input, the reserved call processing unit 121 stores the specified reservation date and time, Wait until the reservation date and time is reached (S207). That is, the reserved call processing unit 121 incorporates a clock, a timer, and the like, and has a function of managing the date and time. When the reservation date / time is reached (S207: Yes), the call service server 200 is notified of the telephone number of the mobile phone 20 of the caller user x as caller information, and the callee users a to c as callee information. The telephone numbers of the telephones 30a to 30c are notified and a call control request is made.

  When there is no designation of call reservation (S205: No), or there is designation of call reservation (S205: Yes), and when the designated reservation date and time is reached (S206: Yes), the mobile phone of the calling user x A caller voice session is established with the telephone 20 (S210 to S211) and a callee voice session is established with the telephones 30a to 30c of the callee users a to c (S208 to S209).

  Note that these voice session establishment processes may be performed in parallel, and may be performed in parallel. That is, it is possible to make a call to the mobile phone 20 of the call source user x without confirming the establishment of the call destination voice session with the telephones 30a to 30c of the call destination users a to c.

  When the caller voice call session and the callee voice session are established, the bridge processing unit 223 bridges the callee voice call session and the caller voice call session (S212). As a result, a voice call can be performed between the mobile phone 20 of the call source user x and the telephones 30a to 30c of the call destination users a to c.

  As described above, when the caller user x makes a call request by reserving a conference room in which a date and time is specified, the caller user x and the telephones 30a to 30c of the callee users a to c individually at the reservation date and time. A call is made. When each voice call session is established, both voice call sessions are bridged. Therefore, when the caller user x needs to call the callee in the future, the call can be made without forgetting. This improves the convenience of the call service system 10 for the caller user x.

  FIG. 8 is a diagram schematically showing the flow of processing using the reservation function. As shown in the figure, a reserved call request specifying the date and time to the callee users a to c is sent from the mobile phone 20 of the caller user x to the call service system 10 via the IP network 70. In response to the reservation call request, the call service system 10 makes a general public line / mobile communication network to the mobile phone 20 of the caller user x and the telephones 30a to 30c of the callee users a to c at the reserved date and time. A call is made via 80. Then, a callee voice call session is established between the call service system 10 and the telephones 30a to 30c of the callee users a to c, and the caller is connected between the call service system 10 and the mobile phone 20 of the caller user x. When the voice call session is established, the call service system 10 bridges the callee voice call session and the caller voice call session. Thus, a voice call can be made between the mobile phone 20 of the caller user x and the telephones 30a to 30c of the callee users a to c at the date and time reserved by the caller user x.

  Note that some or all of the functions of the application server 100 may be converted into applications and installed in the mobile phone 20. In this case, part or all of the processing performed by the application server 100 is performed on the mobile phone 20, and the call service server 200 receives the processing result from the mobile phone 20 to perform the same call control processing as described above. be able to.

(Modification)
In the above example, the caller user x and the callee users a to c make a call using a telephone connected to the general public line / mobile communication network 80. A voice call may be made using an Internet protocol, and a so-called IP telephone may be used to make a call. FIG. 12 is a block diagram showing a network when the caller user x and the callee users a to c use IP telephones.

  In the example of this figure, the IP telephone 22 used by the caller user x is connected to the IP network 70, and the IP telephone 32 used by the callee users a to c is connected to the IP network 70. In this case, the call from the call service server 200 is sent via the IP network 70 to the IP telephone 22 used by the caller user x and the IP telephone 32 used by the callee users a to c. The general control process can be performed in the same manner as in the above example.

(Function and effect)
In the present embodiment described above, for example, when a conference call participant is a group, when the conference caller (caller user x) makes a call request, the call is called to the conference room and the participant (call) After the callee voice call session with the callee users a to c) is established, a caller voice call session with the caller user is established to bridge both voice call sessions.

  In particular, the caller's telephone number is not known to the participant because the caller's telephone number unique to each conference room is used to call the participant. In addition, since the calling phone number is unique to each conference room, by notifying the calling phone number at the time of convocation, the participant can preliminarily determine which conference room to call. I can know.

[Second Embodiment]
Next, a second embodiment of call control of the call service system 10 will be described. In this embodiment, a case where the call control system of the present invention is applied to a support service in the customer center 300 is illustrated. In the present embodiment, the same components as those in the first embodiment described above are denoted by the same reference numerals, and the functions and the like are the same unless otherwise specified, and the description thereof is omitted.

  In the present embodiment, as shown in FIG. 9, the user database 300 includes a type of support provided by the customer center 310 as a group, a calling telephone number (050-xxxx-xxxx) unique to each group, The telephone numbers of the telephone terminals of the callee users a to d who are operators who provide the respective support services are stored in association with each other. The types of support include, for example, classifications according to the type of inquiry, usage, repair, upgrade, etc. for each product. Operators are registered with a person with specialized knowledge corresponding to each type of support. Yes. The operator does not need to be located at the customer center. For example, by registering a telephone number such as a personal mobile phone or home landline, the operator can be involved in this service even at home. .

  In this embodiment, the call destination calling unit 222 performs call processing on the telephone terminals of a plurality of operators (call destination users) belonging to the support group all at once, and the call destination user who responded first The callee voice call session is established only for the telephone terminal.

(Call control method)
By operating the call service system 10 having the above configuration, the call control method of the present invention can be implemented. FIG. 10 is a flowchart illustrating call control of the call service system 10. In the present embodiment, the call service system 10 uses the mobile phone 20 having both the function of the terminal device 20b and the function of the telephone 20a to receive a support service from the customer center 310 as an example. The control will be described.

  This process starts when the call service system 10 accesses the customer center from the mobile phone 20 of the caller user z (S301). At this time, when the telephone number for each support is known in advance, the user z may access the telephone number specific to the support type by calling, or access the web page via the IP network 70. Also good.

  Next, upon receiving access from the mobile phone 20 of the caller user z, the application unit 120 specifies the caller user z (S302). For example, the caller user z can be identified by referring to the user database 300 using the identification information (telephone number) of the mobile phone 20 received at the time of access. Alternatively, the caller user z may be specified by performing an authentication process using a user ID or password on the Web page and accepting input of identification information from the caller user z. Note that the telephone number of the mobile phone 20 of the calling user z can be specified by specifying the calling user z.

  When the caller user z is specified, the application unit 120 refers to the user database 300, creates a list of support (callees) available to the caller user z, and via the Web function unit 110, It is presented to the caller user z (S303). This list can be presented by voice guidance when the user access is through a call.

  Each support type includes, for example, operators a to d as members, and by selecting the support type, simultaneous calls are made to operators belonging to each support type group. That is, when support designation is received from the call source user z as a call destination (S304), the application unit 120 refers to the user database 300 and calls the support calling telephone number and the operator a who is the call destination user. The telephone numbers of the telephones 30a to 30c of ˜c are acquired (S305). Then, the call service server 200 is notified of the calling telephone number as the caller information, and the telephone numbers of the telephones 30a to 30c of the operators a to c are notified as the call destination information to make a call control request.

  In the call service server 200 that has received the call control request, first, the call destination calling unit 222 makes a call to the telephone numbers of the call destination users a to c notified as the call destination information (S306). If any operator responds to this call, a callee voice call session is established between the earliest operator and the calling telephone number (S307).

  Then, the caller calling unit 221 confirms that the callee voice call session has been established, and makes a call to the telephone number of the mobile phone 20 of the caller user z notified as caller information. A call is made using the number (S308). When the mobile phone 20 of the caller user z responds to this call, a caller voice call session is established between the caller terminal of the caller telephone number and the mobile phone 20 of the caller user z ( S309). Next, when the caller voice call session is established, the bridge processing unit 223 bridges the callee voice call session and the caller voice call session (S310). Thereby, a voice call can be performed between the mobile phone 20 of the caller user z and the operator.

  As described above, in this embodiment, when the caller user z accesses the customer center, the caller voice call session with the caller user z is established after the callee voice call session with the operator is established. The voice call session is bridged and the support service is started. Therefore, when receiving the support service, it is possible to prevent the caller user z from waiting for an operator's response while the session is established.

  FIG. 11 is a diagram schematically showing the flow of processing according to the present embodiment. As shown in the figure, the call service system 10 is accessed from the mobile phone 20 of the caller user z via the IP network 70, and a call request is sent to the support service operators a to d. In response to the call request, the call service system 10 first makes a simultaneous call to the telephones 30a to 30d of the operators a to d via the general public line / mobile communication network 80.

  When any operator answers, a callee voice call session is established between the call service system 10 and the operator. When a plurality of operators answer, a callee voice call session is established with the earliest operator.

  Next, after a call session with the operator is established, a call is then made to the mobile phone 20 of the caller user z via the general public line / mobile communication network 80. Thereafter, when a caller voice call session is established between the call service system 10 and the mobile phone 20 of the caller user z, the call service system 10 bridges the callee voice call session and the caller voice call session. Accordingly, the provision of the support service is started, and the caller user z does not wait in the established state of the caller voice call session, and the caller user z's mobile phone 20 and the callee users a to c's telephones 30a to 30a. Voice calls can be made with c.

  In addition, as a result of making a call from one of the communication terminals 230 to the telephone numbers of the telephones 30a to 30c of the operators a to d in the process (S306), the call destinations due to non-response of the call destination users a to c, etc. When a voice session cannot be established, it is desirable to notify the caller user z's mobile phone 20 to that effect. As a result, it is possible to prevent the caller user z from waiting for incoming calls.

  Alternatively, some or all of the functions of the application server 100 may be converted into an application and installed in the mobile phone 20. In this case, part or all of the processing performed by the application server 100 is performed on the mobile phone 20, and the call service server 200 receives the processing result from the mobile phone 20 to perform the same call control processing as described above. be able to.

(Function and effect)
According to the present embodiment described above, since the calling telephone number is set for each type of support at the customer service center, the calling user who wants to receive support can make a call according to the type of support requested. By calling the calling telephone number, calls are made to the operators all at once, and a callee voice call session with the operator who has responded first is established. If you call any support phone number, you don't have to keep calling until the operator answers, just wait for the callback when the operator answers.

It is a block diagram which shows the network containing the call service system in 1st Embodiment. (A) is a block diagram which shows the function structure of the call service system in 1st Embodiment, (b) is explanatory drawing which shows the data structure of a user database. It is a flowchart explaining the telephone call control of the call service system in 1st Embodiment. It is a figure which shows an example of the callee list display screen in 1st Embodiment. It is the figure which showed typically the flow of the process in 1st Embodiment. It is a flowchart explaining the reservation call control of the call service system in 1st Embodiment. It is a figure which shows an example of the call destination list display screen of the reservation call in 1st Embodiment. It is the figure which showed typically the flow of the process of the reservation call in 1st Embodiment. It is explanatory drawing which shows the data structure of the user database in 2nd Embodiment. It is a flowchart explaining the telephone call control of the call service system in 2nd Embodiment. It is the figure which showed typically the flow of the process of 2nd Example.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 ... Call service system 20 ... Mobile phone 20a ... Telephone 20b ... Terminal device 22 ... IP telephone 30a -... Telephone 32 ... IP telephone 70 ... IP network 80 ... General public line / mobile communication network 90 ... Gateway 100 ... Application server 110 ... Web function part 120 ... Application part 121 ... Reserved call processing part 200 ... Call service server 210 ... Interface part 220 ... Call control part 221 ... Call source calling part 222 ... Call destination calling part 223 ... Bridge processing part 224 ... Security management Department 300 ... User database 310 ... Customer center

Claims (6)

A call control system for connecting to a group composed of a plurality of users according to the operation of a caller user,
A user database that stores and retains a calling telephone number unique to the group and a telephone number of a telephone terminal of a called user who is a user belonging to the group;
A connection request to the call destination user, the connection request receiving from the information terminal device of the call source user a connection request including the calling telephone number and the phone number of the telephone terminal of the call destination user A receiver,
A called party calling unit that calls the calling user's telephone terminal using the calling telephone number as a caller, and establishes one or more called voice call sessions with the called user's telephone terminal; ,
After at least one callee voice call session is established, the caller's telephone terminal is called using the caller telephone number as a caller, and the caller's voice is communicated with the caller user's phone terminal. A caller calling unit for establishing a call session;
Establishing a voice call between the caller user's phone terminal and the callee user's phone terminal by bridging the one or more callee voice call sessions and the caller voice call session A call control system comprising a bridge processing unit. The connection request includes a call reservation time for starting call processing for the callee user,
The reserved call processing unit that executes the call to the telephone terminal of the call destination user at the call reservation time is connected to the call destination calling unit. Call control system.   The call destination calling unit performs call processing on the phone terminals of a plurality of call destination users belonging to the group all at once, and only the call destination voice call to the call destination user's phone terminal that responds first. The call control system according to claim 1, wherein a session is established. A call control method for connecting to a group composed of a plurality of users according to an operation of a caller user,
Preliminarily associating a calling telephone number unique to the group and a telephone number of a telephone user of a called user who is a user belonging to the group in a user database;
A connection request to the call destination user, the connection request receiving from the information terminal device of the call source user a connection request including the calling telephone number and the phone number of the telephone terminal of the call destination user Receiving step;
A call destination calling step for calling the callee user's phone terminal using the caller telephone number as a caller and establishing one or more callee voice call sessions with the callee user's phone terminal; ,
After at least one callee voice call session is established, the caller's telephone terminal is called using the caller telephone number as a caller, and the caller's voice is communicated with the caller user's phone terminal. A call originator step for establishing a call session;
Establishing a voice call between the caller user's phone terminal and the callee user's phone terminal by bridging the one or more callee voice call sessions and the caller voice call session A call control method comprising: a bridge processing step. The connection request includes a call reservation time for starting call processing for the callee user,
5. The call control method according to claim 4, wherein the call destination calling step includes a reserved call processing step of executing the call to the call destination user's telephone terminal at the call reservation time. . In the call destination calling step, a call processing is performed simultaneously for a plurality of call destination user's phone terminals belonging to the group, and only the call destination user's phone terminal that has responded first is the call destination voice call. The call control method according to claim 4, wherein a session is established.