JP2010056757A - Telephone control method and call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone control method which provides integrated services between mobile telephone terminals and fixed video terminals, and performs selection of the most appropriate video terminal and the most appropriate video display, and to provide a call center system. <P>SOLUTION: In the telephone control method, installation location information is stored for every video terminal, and the current location information of a telephone terminal is acquired according to new configuration of a voice communication session for the telephone terminal. Installation location information on each of the video terminals is compared with the current location information of the telephone terminal, and then one video terminal is selected from the video terminals. Subsequently, another video communication session that is different from the voice communication session is configured between the video terminal and the call center. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a communication signal control method that enables voice and video communication in cooperation between a mobile call terminal and a fixed video terminal, and a call center system that executes the communication signal control method.

  There is a need for a service that links a mobile call terminal that is making a call with a fixedly installed video terminal. In particular, in a call center system that performs a customer-facing telephone service, it is expected that such a service can improve the service level for the customer and enable efficient operation of the call center.

For example, Japanese Patent Application Laid-Open No. 2004-151867 is referred to regarding the link between the mobile call terminal and the video terminal targeted by the call center. Patent Document 1 presents setting information of a mobile call terminal to an information terminal as a video terminal, and when a setting information change request is received from the information terminal, change information from the setting change instruction unit of the information server to the mobile call terminal. Is disclosed. As a result, it is assumed that the efficiency of work for inquiries from a call center or the like is improved.
JP 2007-019922 A

  However, the prior art such as Patent Document 1 is based on a fixed combination of a mobile call terminal and a video terminal, and the combination of the mobile call terminal and the video terminal is not fixed. When the number of video terminals that should be compatible with the network increases, there is a problem that it is difficult to select the video terminal that is most suitable for the mobile call terminal and to display the video appropriately and individually for the selected video terminal. .

  SUMMARY OF THE INVENTION An object of the present invention is to provide a call control method and a call center system that enable a cooperative service between a mobile call terminal and a fixed video terminal, as well as selection of an optimal video terminal and optimal video display. .

  In the call control method according to the present invention, a communication session is set between a plurality of mobile call terminals, a plurality of fixed video terminals, and any one of the communication terminals and the video terminals. A communication control method in a call center system including a call center for communication, a position information holding step for holding the installation position information for each video terminal, and a voice communication session for one of the call terminals In accordance with the new setting, a position information acquisition step of acquiring the current position information of the one call terminal, and comparing each installation position information of the video terminal with the current position information of the one call terminal A video terminal selection step for selecting one video terminal from the video terminals, and a video communication session different from the audio communication session between the one video terminal and the call center. A video communication session setting step of setting a Deployment, characterized in that it comprises a.

  The call center system according to the present invention provides a voice or video communication by setting a communication session between a plurality of mobile call terminals, a plurality of fixed video terminals, and any one of the communication terminals and the video terminals. A call center system comprising: a call center system comprising: a position information holding unit for holding the installation position information for each video terminal; and a new setting of a voice communication session for one of the call terminals. Then, the position information acquisition means for acquiring the current position information of the one call terminal, and the installation position information of each of the video terminals and the current position information of the one call terminal are compared. Video terminal selection means for selecting one video terminal from the video terminal, and video communication for setting a video communication session different from the voice communication session between the one video terminal and the call center. Characterized in that it comprises a session setting means.

  According to the call control method and the call center system according to the present invention, the cooperation service between the mobile call terminal and the fixed video terminal is made efficient, and the selection of the optimal video terminal and the optimal video display become possible.

  Embodiments of the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 shows an embodiment of the present invention and shows the overall configuration of a call center system. Here, the call center system includes at least one call terminal 100, a plurality of video terminals 110a to 110c that form one group together with the call terminal 100, a call center 120, a public network 102, and / or an IP network 112. Is done. In this embodiment, three video terminals 110a, 110b, and 110c are shown for one call terminal 100, but there is no limitation on the present invention, and a group including two video terminals or four or more videos. A group including terminals may be formed.

  The call terminal 100 is a terminal such as a portable mobile phone for making a call, and makes a call with the call center 120 using the communication unit 101. The video terminals 110 a and 110 b are terminals such as televisions that are fixedly installed for video communication, and perform video communication with the call center 120 using the communication unit 111.

  The video terminal gateway 180 accommodates a plurality of video terminals 110 and relays a call and video communication between the IP network 112 and the video terminal 110 using the communication unit 181. The video terminal gateway 180 includes a storage terminal database 182 that holds information necessary for connection between the video terminal 110 to be stored and the call center 120.

  Note that the video terminal gateway 180 may be built in one video terminal 110. The video terminal gateway 180 can accommodate a plurality of video terminals 110. For example, it is also possible to accommodate 1000 or more video terminals. Furthermore, a plurality of customers can share the same video terminal 110.

  The IP network 112 is a voice and video communication network that connects the call terminal 100 or the video terminal 110 and the call center 120 using the Internet protocol. The public network 102 is a voice communication network that connects the call terminal 100 and the call center 120. The call terminal 100 can make a call by making a call via either the IP network 112 or the public network 102. The video terminal 110 can perform video communication via the video terminal gateway 180 and the IP network 112.

  The call center 120 is a device that receives and responds to incoming calls from the call terminal 100 or the video terminal 110, establishes a communication session with them, and performs call communication or video communication. The call center 120 includes a public network gateway server 103, an IP network gateway server 113, a call server 130, and a video display specification database 142, which are connected to each other via a network 121 realized by a LAN or the like. ing. The public network gateway server 103 and the IP network gateway server 113 perform processing for relaying a call signal, a video signal, and a call control signal.

  The call server 130 is a server that automatically answers a call arriving at the call center 120 and distributes the call to an appropriate operator terminal (not shown) when a response by a person is necessary. A call control processing unit 132 and an automatic response processing unit 133 are included. The communication processing unit 131 performs communication with the video terminal gateway 180, the call terminal 100, or the video terminal 110. The call control processing unit 132 distributes calls. The automatic response processing unit 133 performs automatic response processing with the video terminal 110 or the call terminal 100. Further, the call server 130 distributes video information to and from the video terminal 110 using an operator terminal (not shown) or a video information server (not shown) as a generation source. The video display specification database 142 holds a video template and a connection priority coefficient for each video terminal specification information. The video display specification database 142 also generates a connection list 143 in response to a request from the call server 120. The connection list 143 includes the address and connection priority of the video terminal 110 selected to perform video communication.

  FIG. 2 shows a table configuration example of the accommodation terminal database in the video terminal gateway. In the table of the accommodation terminal database 182, for each video terminal 110, its unique name, address, position information regarding the installation position, and specification information are registered in advance. This table may be a table expressed in XML.

  The unique name of the video terminal 110 is a name that uniquely identifies the video terminal 110 within the video terminal gateway 180. The address of the video terminal 110 is information for identifying the video terminal 110 on the network, such as an IP address. The position information of the video terminal 110 is information for specifying the physical position of the video terminal 110. The specification information of the video terminal 110 is information that specifies the size of the video screen of the video terminal 110, the presence or absence of an input device, the type of video codec, and the like.

  FIG. 3 shows a table configuration example of the video display specification database in the call center. In the table of the video display specification database 142, the video template and the connection priority coefficient are recorded for each specification information of the video terminal. The specification information of the video terminal is different from the specification information of the specific video terminal and corresponds to a common product specification of the video terminal. The connection priority coefficient is a coefficient necessary for calculating the connection priority at the time of connection. The video template includes information such as a video display position, video size, and video frame design. This table may be a table expressed in XML.

  FIG. 4 shows a configuration example of the connection list of the video terminal. The video terminal connection list 143 is a list including an address of the video terminal 110, a video template to be displayed on the video terminal 110, and a connection priority. The connection list 143 is generated based on information recorded in the video display specification database 142 provided in the call center 120, and the connection list 143 is added when the call server 130 transmits to the video terminal gateway 180. The Further, when the video terminal gateway 180 connects to an appropriate video terminal 110, the contents of the connection list 143 are referred to. The connection list 143 may be a list expressed in XML.

  FIG. 5 shows a processing procedure of the communication control method according to the present invention. This processing procedure is executed in cooperation with the call terminal 100, the video terminal 110, the video terminal gateway 180, and the video display specification database 142. It is assumed that a new voice communication session has already been set up between the call terminal 100 and the call center. In this figure, one video terminal 110 is shown as a representative of a plurality of video terminals (for example, video terminals 100a to 100c in FIG. 7).

  First, the call server 130 transmits, as an information request, an information request message that prompts the call terminal 100 to input position information regarding the current position of the call terminal 100 and the address of the video terminal gateway 180 (step S201). This message may be a message for prompting voice input, key input, etc. by the customer, or may be a message as an automatic process of the terminal. For the location information of the call terminal 100 itself, for example, location information such as “living room” and “bedroom” may be keyed by the customer, or a known automatic location detection function such as GPS (Global Positioning System) is used. May be.

  The call terminal 100 transmits the acquired location information and the address of the video terminal gateway 180 to the call server 130 as an information request response (step S202). Next, the call server 130 requests the video terminal gateway 180 for list information of the video terminals 110 (step S203). The list information includes the unique name, address, position information, and specification information of the video terminal 110 accommodated in the video terminal gateway 180.

  As a response to this request, the video terminal gateway 180 refers to the accommodated terminal database 182 to generate list information from the recorded contents and transmits it to the call server 130 (step S204). In response to this transmission, the call server 130 transmits the position information of the call terminal 100 together with the list information to the video display specification database 142 to request the creation of a connection list (step S205). In response to this request, the video display specification database 142 creates the connection list 143 of the video terminal 110 and transmits it to the call server 130 (step S206).

  Referring now to FIG. 6, this figure shows a procedure for creating a connection list of video terminals. Here, first, the video display specification database 142 fetches the list information transmitted from the video terminal gateway 180 from the call server 130 in response to the list creation request (step S301). Next, the table (see FIG. 4) of the video display specification database 142 is searched using the “specification information of the video terminal 110” in the list information as a key, and the “video template” and “ The “connection priority coefficient” is recognized (step S302).

  Next, the video display specification database 142 is based on the location information of the call terminal 100 and the connection priority coefficient for each video terminal 110, and is at least one video that is close to the call terminal 100 and has a high connection priority coefficient. The terminal is determined (step S303). Next, a connection list 143 (see FIG. 5) in which the determined at least one video terminal 100 is arranged according to the connection priority is created, and this is transmitted to the call server 130 as a list creation request response (step S304).

  Returning to FIG. 5 again, the call server 130 makes a call to the video terminal gateway 180, and sends the connection list 143 created by the video display specification database 142 at this time (step S207). In response to this transmission, the video terminal gateway 180 connects to the video terminal 110 according to the contents of the connection list 143 (step S208). Here, the video terminal gateway 180 selects the video terminal with the highest connection priority among the video terminals shown in the connection list 143. If the video terminal cannot be connected, the video terminal having the next highest connection priority is selected.

  In response to the connection in step S208, the video terminal gateway 180 sends a response to the call server 130 (step S209). Next, a video communication session is set between the call server 130 and the video terminal 110, and video communication is started (step S210). At this time, the call center including the call server 130 receives the specification information of the video terminal 110 connected to the video terminal 110, that is, the specifications such as the screen size, the display position and the frame design of the video, and the specifications of the video terminal 110 such as the presence of an input device. Set the video communication session according to the information and perform optimal video communication.

  FIG. 7 shows an operation example of the communication control method according to the present invention. Here, a plurality of video terminals 110 a to 110 c configuring one terminal group are connected to the call center 120 via the video terminal gateway 180. Here, it is assumed that the customer moves to the living room or bedroom of the house as shown in the figure while making a call with the call center using the movable call terminal 100.

  The customer simply notifies the call server 130 of the address of the video terminal gateway 180 and the location information of the call terminal 100 via the call terminal 100, and the video terminal 110 having a high connection value is automatically located near the customer. Connected to, you can receive video providing service. In this case, the customer does not need to tell the call server 130 the address of each of the video terminals 110a to 110c. In addition, the call center 120 switches the video display position, the video size, the video frame design, and the like each time the video terminals 110a to 110c are switched. Therefore, the customer can be provided with video communication in an optimal display form that matches the specification information such as the screen size and the presence / absence of an input device for each of the video terminals 110a to 110c.

  In the above embodiment, the procedure in which the call terminal 100 sends the location information and the address of the video terminal gateway 180 to the call server 130 has been described. It is possible to omit this procedure by holding a table in which 180 addresses are recorded.

1 is a block diagram showing an overall configuration of a call center system according to an embodiment of the present invention. It is a figure which shows the example of a table structure of the accommodation terminal database in a video terminal gateway. It is a figure which shows the example of a table structure of the video display specification database in a call center. It is a figure which shows the structural example of the connection list | wrist of a video terminal. It is a sequence diagram which shows the process sequence of the communication control method by this invention. It is a flowchart which shows the process sequence which produces the connection list of a video terminal. It is explanatory drawing explaining the operation example of the communication control method by this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Call terminal 101 Communication part 102 Public network 103 Public network gateway server 110, 110a, 110b, 110c Video terminal 111 Communication part 112 IP network 113 IP network gateway server 120 Call center 130 Call server 131 Communication processing part 132 Call control processing part 133 Automatic Response processing unit 142 Video display specification database 143 Connection list 180 Video terminal gateway 181 Communication unit 182 Accommodating terminal database

Claims (10)

A plurality of mobile communication terminals, a plurality of video terminals fixedly installed, and a call center that establishes a communication session between the communication terminal and one of the video terminals to perform audio or video communication. A communication control method in a call center system,
A position information holding step for holding the installation position information for each video terminal;
A position information acquisition step of acquiring current position information of the one call terminal according to a new setting of a voice communication session for one of the call terminals;
A video terminal selection step of selecting one video terminal from among the video terminals by comparing each installation position information of the video terminal and current position information of the one call terminal;
A video communication session setting step of setting a video communication session different from the voice communication session between the one video terminal and the call center;
The communication control method characterized by including.   The communication control method according to claim 1, wherein the video terminal selection step selects a video terminal located near the one call terminal as the one video terminal in the comparison of the position information.   2. The communication control method according to claim 1, wherein the video terminal selection step selects a video terminal located in the same room as the first call terminal as the first video terminal in the comparison of the position information. .   The video terminal determination step selects a video terminal having a high connection priority set for each video terminal as the one video terminal when one video terminal cannot be selected by comparing the position information. The communication signal control method according to claim 1.   The communication control method according to claim 1, wherein the video communication session setting step sets a video communication session based on a video display specification set for each video terminal as the video communication session.   6. The communication control method according to claim 5, wherein the video display specification includes at least one of a screen size, presence / absence of an input device, video display position, video size, and frame design specification. A plurality of mobile communication terminals, a plurality of video terminals fixedly installed, and a call center that establishes a communication session between the communication terminal and one of the video terminals to perform audio or video communication. A call center system,
Position information holding means for holding the installation position information for each video terminal;
Position information acquisition means for acquiring current position information of the one call terminal according to a new setting of a voice communication session for one of the call terminals;
Video terminal selection means for selecting one video terminal from among the video terminals by comparing each installation position information of the video terminal and current position information of the one call terminal;
Video communication session setting means for setting a video communication session different from the voice communication session between the one video terminal and the call center;
A call center system characterized by including:   8. The call center system according to claim 7, wherein the position information holding means is provided in a video terminal gateway provided between the video terminal and the call center.   The call center system according to claim 7, wherein the position information acquisition unit is provided in the call terminal.   8. The call center system according to claim 7, wherein the video communication session setting means is provided in a call server provided in the call center.

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