JP2010213233A - Telephone transfer support device, computer readable recording medium, and telephone transfer support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone transfer support device capable of performing transfer to a transfer destination suitable for a calling source, computer readable recording medium and telephone transfer support method. <P>SOLUTION: A telephone transfer support device 10 includes: a management table 220 for storing each calling source which transmits a communication request and a transfer destination candidate to which the communication request transmitted from the calling source is transferred in association with each other; an intra-calling source group transfer destination extraction unit 130 for extracting, from the management table 220, the transfer destination candidate which is associated with a first transmission source, when there is the communication request from the first calling source; another intra-calling source group transfer destination extraction unit 140 for extracting, from the management table 220, a transfer destination candidate associated with a second transmission source different from the first transmission source including transfer destination candidates common to the extracted transfer destination candidate, when transfer can not be performed to any one of the extracted transfer destination candidates; and a transfer unit 160 for determining, from the extracted transfer destination candidates, a transfer destination candidate other than the transfer destination candidate common to the transfer destination candidate associated with the first calling source, as a transfer destination, and transfers the communication request to the determined transfer destination. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a telephone transfer support apparatus, a computer-readable recording medium, and a telephone transfer support method.

  2. Description of the Related Art Conventionally, a technique of a call incoming transfer control system that transfers incoming calls from a caller to a communication person based on a communication history that associates the caller with a communication person corresponding to the past is known.

  For example, in the incoming call transfer control system, when there is an incoming call from the caller, the transfer destination to which the call from the caller is transferred is stored in the communication history database as history information.

  Furthermore, in the incoming call transfer control system, when an incoming call is received from the caller, the call history database is searched for the transfer destination log information corresponding to the caller, and the incoming call is received based on the searched log information. Determine the forwarding destination.

JP 2008-118511 A JP 2004-172656 A

  However, in the technology of the incoming call transfer control system that determines the transfer destination corresponding to the caller based on the past communication history, when all transfer destinations corresponding to the caller cannot receive the transfer, the caller There is a problem that the incoming call cannot be transferred.

  The present invention has been made in view of the above, and an object of the present invention is to provide a telephone transfer support apparatus, a computer-readable recording medium, and a telephone transfer support method that can transfer to a transfer destination suitable for a caller. And

  In order to solve the above-described problems and achieve the object, the telephone transfer support device stores a transfer destination candidate to which a communication request transmitted from the transmission source is transferred in association with each transmission source that transmits the communication request. And a first extraction means for extracting the transfer destination candidate associated with the first transmission source from the storage means when there is a communication request from the first transmission source, and the first The first source including a transfer destination candidate common to the transfer destination candidate extracted by the first extraction means when the transfer cannot be made to any transfer destination candidate extracted by the extraction means A second extraction unit that extracts from the storage unit a transfer destination candidate that is associated with a different second transmission source, and a transfer destination candidate extracted by the second extraction unit. Extracted by extraction means The transfer destination candidate other than the transfer destination candidate that are common to the transfer destination candidate determined in transfer destination, taking a transfer means for transferring the communication request to the determined transfer destination, the arrangement comprising a.

  As described above, the telephone transfer support device, the computer-readable recording medium, and the telephone transfer support method are suitable for the caller even when the transfer communication cannot be performed with any of the transfer destination candidates corresponding to the caller. There is an effect that the data can be transferred to the transfer destination.

FIG. 1 is a diagram illustrating an outline of the incoming call control system according to the embodiment. FIG. 2 is a functional block diagram illustrating the configuration of the telephone transfer support device according to the embodiment. FIG. 3 is a diagram illustrating an example of the data structure of the state table. FIG. 4 is a diagram illustrating an example of the data structure of the management table. FIG. 5 is a diagram illustrating an example of the data structure of the history table. FIG. 6 is a flowchart illustrating the processing procedure of the control unit according to the embodiment. FIG. 7 is a flowchart illustrating a processing procedure of transfer destination extraction processing according to the embodiment. FIG. 8 is a flowchart illustrating the processing procedure of the management table creation process according to the embodiment.

  Hereinafter, embodiments of a telephone transfer support device, a computer-readable recording medium, and a telephone transfer support method according to the present invention will be described in detail with reference to the drawings. In addition, this invention is not limited by the present Example.

  FIG. 1 is a diagram for explaining the outline of the incoming call control system according to the present embodiment. As shown in FIG. 1, the incoming call control system 1 includes a telephone transfer support apparatus 10, a plurality of PC (Personal Computer) terminals 20A to 20F, and a telephone 21a for an administrator of each of the plurality of PC terminals 20A to 20F. -F and the transfer apparatus 30 are provided.

  The telephone transfer support device 10 selects a group for a caller from a plurality of groups in which transfer destination candidates are grouped for each caller when there is no callee that the caller wants to call when there is an incoming call. To do. Then, the telephone transfer support apparatus 10 determines an incoming call transfer destination from among transfer destination candidates belonging to the selected group.

  However, the telephone transfer support device 10 may not be able to transfer an incoming call from the caller when all the transfer destination candidates belonging to the group corresponding to the caller are absent. In such a case, the telephone transfer support apparatus 10 selects another group based on the common degree of the transfer destination candidates that are common to the transfer destination candidates that belong to the caller group and the transfer destination candidates that belong to the other group. Thus, the transfer destination of the incoming call is determined from the transfer destination candidates belonging to the selected group. Then, the telephone transfer support device 10 instructs the transfer device 30 to transfer the incoming call to the determined transfer destination.

  Here, the group is defined for each destination and includes transfer destination candidates that have communicated with each destination in the past.

  The common degree is a ratio obtained by dividing the number of common transfer destination candidates among the transfer destination candidates belonging to the source group and other groups by the total number of transfer destination candidates belonging to each group. When the degree of commonality is equal to or higher than a predetermined standard, a considerable number of forwarding destination candidates belonging to the sender group are included in the other group. It is selected as a group of transfer destination candidates corresponding to the original. The predetermined standard is, for example, 60%, but is not limited to this.

  In the example of FIG. 1, a case will be described in which the second company, which is a caller, calls the administrator of the PC terminal 20D who wishes to make a call, and the administrator is absent. Hereinafter, it is assumed that the transfer destination candidate represents the PC terminal 20.

  First, the telephone transfer support device 10 searches for a transfer destination from transfer destination candidates belonging to the second group corresponding to the second corporation. However, since all transfer destination candidates are absent, the degree of commonality with the second group Selects another group that satisfies the predetermined criteria.

  In the relationship between the second group and the first group, the total number of transfer destination candidates of the first and second groups is five of the PC terminals 20A to 20E, whereas the transfer destinations common to the first and second groups are Since the number of candidates is three for the PC terminals 20B to 20D, the degree of commonality is 60% of 3/5.

  On the other hand, in the relationship between the second group and the third group, the total number of transfer destination candidates of the third and second groups is five of the PC terminals 20B to F, whereas the third and second groups are common. Since the number of transfer destination candidates is one for the PC terminal 20E, the degree of commonality is 20% of 1/5.

  Therefore, the third group is not selected as another group for the second corporation, which is the sender, because the common degree 20% is less than the predetermined standard (60%), but the first group has the common degree 60%. Is selected because it is greater than or equal to a predetermined criterion (60%). Then, the telephone transfer support apparatus 10 determines the PC terminal A managed by the administrator who is present among the transfer destination candidates belonging to the selected first group as the transfer destination. The processing performed by the telephone transfer support device 10 will be described in detail later.

  The transfer device 30 switches the incoming call destination to the transfer destination based on an instruction from the telephone transfer support device 10 and transfers the incoming call toward the transfer destination telephone.

  The PC terminals 20A to 20F are respectively connected to the telephone transfer support apparatus 10 and transmit the usage status of each PC terminal 20 to the telephone transfer support apparatus 10 at regular intervals. For example, when the mouse or keyboard is moving, the PC terminals 20A to 20F determine that the administrator of the PC terminal 20 is present and transfer the telephone to the effect that the PC terminal 20 is being used. The support apparatus 10 is notified. The telephone transfer support device 10 manages the usage status of each PC terminal 20.

  FIG. 2 is a functional block diagram illustrating the configuration of the telephone transfer support device according to the embodiment. As shown in FIG. 2, the telephone transfer support device 10 includes a control unit 100 and a storage unit 200.

  The control unit 100 includes an incoming call determination unit 110, a presence determination unit 120, a transmission source group transfer destination extraction unit 130, another transmission source group transfer destination extraction unit 140, a transfer destination presence determination unit 150, a transfer Unit 160, response determination unit 170, and management table creation unit 180.

  The storage unit 200 includes a state table 210, a management table 220, and a history table 230.

  The incoming call determination unit 110 determines whether there is an incoming call from the caller, and if there is an incoming call, extracts the caller and the callee from the incoming call data. For example, the incoming call determination unit 110 determines whether there is incoming data from the caller, and if it determines that there is incoming data, acquires the packet data corresponding to the incoming call from the caller. A caller number indicating a caller's telephone number is extracted from the packet data. The incoming call determination unit 110 further acquires voice packet data obtained by packetizing a voice signal, and extracts a destination from the acquired voice packet data. Further, the incoming call determination unit 110 outputs the extracted caller source number and the incoming call destination to the presence determination unit 120. Note that the incoming call determination unit 110 may directly acquire incoming data from a caller, or may acquire via IP-PBX (Internet Protocol Private Branch Exchange).

  The presence determination unit 120 determines whether the destination is present. For example, when the presence determination unit 120 acquires the destination from the incoming call acquisition unit 110, the presence determination unit 120 refers to the state table 210 that stores whether or not the PC administrator is present for each PC terminal 20, and acquires the received incoming call. It is determined whether the destination is present.

  Here, the structure of data stored in the state table 210 will be described with reference to FIG. FIG. 3 is a diagram illustrating an example of the data structure of the state table. As shown in FIG. 3, the state table 210 includes, for example, a PC administrator 210b and a presence flag 210c for each PC number 210a. The PC number 210a is an identification number uniquely assigned to each PC terminal 20. The PC administrator is the name of the administrator of the PC terminal 20 corresponding to the PC number.

  Further, the presence flag 210c stores a value (for example, “1”) indicating “present” when the PC administrator is using his / her PC terminal 20, and is not used by the PC administrator. Alternatively, a value indicating “absence” (for example, “0”) is stored when the PC terminal 20 is not activated.

  The presence flag 210c is periodically updated by the telephone transfer support device 10. That is, when the telephone transfer support device 10 periodically receives information from each PC terminal 20 that it is using its own PC terminal 20, it is determined that the PC administrator who manages the PC terminal 20 is present. Then, “1” is stored in the presence flag 210 c of the PC number 210 a corresponding to the PC terminal 20. In addition, the telephone transfer support device 10 stores “0” in the presence flag 210c of the PC number 210a corresponding to the PC terminal 20 that cannot receive the fact that its own PC terminal 20 is used.

  Returning to FIG. 2, when the presence determination unit 120 determines that the destination is present, the presence determination unit 120 instructs the transfer device 30 to transmit the incoming call from the caller to the call destination and The destination is output to response determination section 170 so as to determine the previous response. Also, if the presence determination unit 120 determines that the destination is not present, the presence determination unit 120 outputs the transmission source number acquired from the reception acquisition unit 110 to the transmission destination group transfer destination extraction unit 130. To do.

  The transmission source group transfer destination extraction unit 130 extracts a transfer destination present from a transfer destination candidate included in the group corresponding to the transmission source. Specifically, when the forwarding destination extraction unit 130 in the transmission source group acquires the transmission source number of the transmission source from the presence determination unit 120, the PC administrator closely related to the transmission source is assigned as one transfer destination candidate to one group. A group corresponding to the acquired sender is extracted from the management table 220 stored together.

  Here, the structure of data stored in the management table 220 will be described with reference to FIG. FIG. 4 is a diagram illustrating an example of the data structure of the management table. As shown in FIG. 4, the management table 220 includes a sender name 220b and a PC number 220c for each sender number 220a. The management table 220 is created using the history table 230 periodically.

  The caller number 220a is a caller telephone number. The sender name 220b is the name of the sender. The PC number 220c arranges the identification numbers of the PC terminals 20 managed by each PC administrator related to the caller out of the PC managers who responded to incoming calls sent from the caller in the past in order of high relevance. It is remembered. That is, the PC number 220a indicates the priority of transfer to transfer destination candidates belonging to the group defined for each source number 220a. A method for creating the management table 220 will be described in detail later.

  Returning to FIG. 2, the forwarding destination extraction unit 130 in the transmission source group extracts the forwarding destination candidates present among the forwarding destination candidates included in the group extracted from the management table 220 with reference to the status table 210. To do. However, when the callee group transfer destination extraction unit 130 acquires the destination or transfer destination from the response determination unit 170, it is determined that the destination or transfer destination did not respond to the incoming call. The transfer destination candidates excluding the acquired destination or transfer destination are extracted.

  Further, the transmission source group transfer destination extraction unit 130 outputs the result extracted together with the transmission source number to the transfer destination presence / absence determination unit 150. If there are a plurality of transfer destination candidates present in the extracted result, the source group transfer destination extraction unit 130 rearranges the transfer destination candidates from the one with the highest priority, and determines whether there is a transfer destination. Assume that the data is output to the determination unit 150.

  The other source group transfer destination extraction unit 140 selects a group corresponding to another source having a transfer destination candidate common to the group corresponding to the source, and extracts a transfer destination candidate belonging to the selected group. . Further, the other source group intra-transfer destination extracting unit 140 includes an other source source extracting unit 141 and a transfer destination candidate extracting unit 142.

  The other transmission source extraction unit 141 extracts another transmission source having a transfer destination candidate common to the group corresponding to the transmission source. Specifically, the other source extraction unit 141 sets the common degree of the common transfer destination candidates between the group corresponding to the source and another group corresponding to another source different from the source. It calculates from the management table 220 for every group.

  In addition, the other transmission source extraction unit 141 is a transmission source number of another transmission source corresponding to another group that is equal to or greater than a predetermined reference and has the largest common degree among the common degrees calculated for each other group. To extract. Further, the other transmission source extraction unit 141 outputs the extracted transmission source number of the other transmission source to the transfer destination candidate extraction unit 142. Note that the predetermined reference is examined in advance through experiments or the like and stored in the storage unit 200.

  The transfer destination candidate extraction unit 142 extracts a transfer destination present from a transfer destination candidate included in a group corresponding to another transmission source. Specifically, when the transfer destination candidate extraction unit 142 acquires the transmission source number of another transmission source from the other transmission source extraction unit 141, the group to which the PC administrator related to the other transmission source belongs is managed from the management table 220. Extract.

  Further, the transfer destination candidate extraction unit 142 extracts the transfer destination candidates present from the transfer destination candidates included in the extracted group with reference to the state table 210. In addition, the transfer destination candidate extraction unit 142 outputs the extracted result to the transfer destination presence / absence determination unit 150 together with the transmission source number of another transmission source. If the extracted result includes a plurality of transfer destination candidates present, the transfer destination candidate extraction unit 142 rearranges the transfer destination candidates from the one having the highest priority, and determines the transfer destination presence / absence determination unit 150. Shall be output.

  The transfer destination presence / absence determination unit 150 determines the presence / absence of a transfer destination candidate, and when there is a transfer destination candidate, determines the transfer destination from the transfer destination candidates. Specifically, when the transfer destination presence / absence determination unit 150 acquires the result of extracting the transfer destination candidates present from the transfer destination extraction unit 130 or the transfer destination candidate extraction unit 142, the acquired transfer destination Determine whether there is a candidate.

  In addition, when there is a transfer destination candidate who is present, the transfer destination presence / absence determination unit 150 determines a transfer destination candidate with a high priority as a transfer destination, and outputs the determined transfer destination to the transfer unit 160. In addition, when there is no transfer destination candidate in the presence, the transfer destination presence / absence determination unit 150 determines that the transfer source does not have a transfer destination, and transfers the transfer destination from a source different from the source or another source. In order to search, the source number of the source or another source is output to the other source extraction unit 141.

  The transfer unit 160 transfers the incoming call from the caller to the determined transfer destination. Specifically, when the transfer unit 160 acquires the transfer destination determined from the transfer destination presence / absence determination unit 150, the transfer unit 160 instructs the transfer device 30 to transfer the incoming call to the determined transfer destination. Further, the transfer unit 160 notifies the response determination unit 170 of the determined transfer destination.

  The response determination unit 170 determines whether there is a response to the incoming call transmitted to the incoming call destination or the incoming call transferred to the transfer destination. Specifically, the response determination unit 170 determines whether or not there is a response within a certain time after acquiring the destination from the presence determination unit 120. Further, the response determination unit 170 determines whether or not there is a response within a certain time after acquiring the transfer destination from the transfer unit 160.

  When the response determination unit 170 determines that there is a response within a certain time, the response determination unit 170 determines that the destination or the transfer destination has responded to the incoming call, and stores the response history for the incoming call in the history table 230. Add incoming call history.

  If the response determination unit 170 determines that there is no response within a certain time, the response determination unit 170 determines that the telephone cannot be picked up even if the user is present, and the transfer destination candidate is different from the destination or transfer destination. In order to search for a new transfer destination, the destination or transfer destination is output to the intra-source group transfer destination extraction unit 130.

  Note that the response determination unit 170 outputs the destination or transfer destination determined to have no response within a certain time to the source group transfer destination extraction unit 130, but the destination or transfer destination is stored in the storage unit. 200 may be temporarily stored.

Here, the structure of data stored in the history table 230 will be described with reference to FIG. FIG. 5 is a diagram illustrating an example of the data structure of the history table. As shown in FIG.
The history table 230 includes a PC number 230a, a PC administrator 230b, an incoming time 230c, an end time 230d, a source number 230e, and a source name 230f for each incoming history.

  The PC number 230a is the number of the PC terminal 20 managed by the PC administrator who responds to the incoming call. The PC administrator 230b is the name of the administrator of the PC terminal 20 that has responded to the incoming call. The incoming time 230c is the time when the response to the incoming call is started. The end time 230d is the time when the response to the incoming call is finished. The transmission source number 230e is a telephone number of a transmission source that has made a call. The sender name 230f is the name of the sender corresponding to the sender number 230e.

  Returning to FIG. 2, the management table creation unit 180 creates the management table 220 using the incoming call history stored in the history table 230 periodically. Specifically, for example, when a request for periodically creating the management table 220 is activated from a program (not shown), the management table creation unit 180 reads a predetermined aggregation condition and a predetermined extraction condition from the history table 230. Based on the above, the PC number 230a of the PC administrator 230b is extracted for each source (source number 230e). The management table creation unit 180 is activated by a request to create the management table 220 from a program (not shown), but a similar request is activated from a terminal (not shown) connected to the telephone transfer support device 10. It may be done.

  Here, the predetermined aggregation condition is a condition for creating a set of incoming call histories as a base when data is extracted according to the extraction condition. Here, the transmission source number 230e and the PC number of the PC administrator are used. The combination of 230a is set as an aggregation condition.

  The predetermined extraction condition is, for example, a case where the PC administrator's PC number 230a has a response number of 3 or more times from the transmission source (transmission source number 230e) and a response from the transmission source (transmission source number 230e). This is a case where one of the conditions when the accumulated time is 1 hour or more is satisfied. That is, it is determined that the more the number of responses or the accumulated response time is, the higher the relevance of the PC administrator 230b corresponding to the condition with the transmission source (transmission source number 230e). That is, the management table creation unit 180 extracts, from the history table 230, the PC number 230a that matches the predetermined extraction condition for each set created from the predetermined aggregation condition.

  The number of responses is the number of incoming histories extracted for each set of incoming histories created according to the aggregation condition. Here, the number of responses is extracted for each combination of the sender number 230e and the PC number 230a of the PC administrator. This is the number of incoming calls. The accumulated response time is a total time obtained by subtracting the incoming time 230c from the end time 230d included in the incoming call history for each incoming call history extracted for each set of incoming call history created by the aggregation condition.

  In addition, the management table creation unit 180 rearranges the extracted PC numbers 230a in descending order of priority, and creates a record obtained by combining the rearranged PC numbers 230a in order in the management table 220. Specifically, the management table creation unit 180 rearranges the order of rearrangement by increasing the priority order of the PC number 230a having a larger response accumulated time value. The management table creation unit 180 sets the order of rearrangement in the order of the accumulated response time, but the order is not limited to this, and may be, for example, the order of the number of responses. In this case, when the number of responses from the transmission source is the same, the management table creation unit 180 may rearrange the PC numbers 230a that responded more recently as higher priority.

  Next, processing of the control unit according to the embodiment will be described with reference to FIG. FIG. 6 is a flowchart illustrating the processing procedure of the control unit according to the embodiment.

  First, when it is determined that the incoming call transmitted from the caller is acquired by the call reception determination unit 110 (S110), the call reception determination unit 110 indicates the caller number indicating the telephone number of the caller from the packet data corresponding to the incoming call. Further, the destination is extracted from the voice packet data corresponding to the incoming call. Then, the incoming call determination unit 110 outputs the extracted transmission source number and incoming call destination to the presence determination unit 120.

  Next, the presence determination unit 120 determines whether or not the incoming call destination acquired from the incoming call determination unit 110 is present with reference to the state table 210 (S120). Specifically, the presence determination unit 120 refers to the presence flag corresponding to the incoming call destination from the state table 210 and determines whether the presence flag is “present” (for example, “1”). , It is determined whether the value indicates “absence” (for example, “0”).

  If the presence determination unit 120 determines that the destination is present (Yes in S120), the presence determination unit 120 instructs the transfer device 30 to transmit the incoming call from the caller to the destination. At this time, the presence determination unit 120 outputs the destination to the response determination unit 170 in order to determine whether or not the destination has responded.

  On the other hand, if the presence determination unit 120 determines that the destination is not present (No at S120), the destination determination unit 120 extracts a transfer destination in place of the destination by the transfer destination extraction process (S130). In the transfer destination extraction process, when the process proceeds from the response determination unit 170, a transfer destination excluding the incoming call destination or the transfer destination temporarily stored in the storage unit 200 as a transfer flag is extracted.

  Subsequently, the transfer unit 160 instructs the transfer device 30 to transfer the incoming call to the transfer destination determined by the transfer destination extraction process (S140). Thus, the incoming call from the caller is transferred from the callee to the transferee by the transfer device 30 and transferred. Then, the transfer unit 160 outputs the transfer destination to the response determination unit 170 in order to determine whether or not the transfer destination has responded.

  Thereafter, when the presence determination unit 120 acquires the destination or the transfer unit 160 acquires the transfer destination, the response determination unit 170 temporarily stores the acquired destination or transfer destination in the storage unit 200 as a transfer flag. (S150). The transfer flag is used as a transfer destination to be excluded when a transfer destination is extracted by the transfer destination extraction process.

  The response determination unit 170 receives a response within a certain time after acquiring the destination or transfer destination when the destination is acquired from the presence determination unit 120 or when the transfer destination is acquired from the transfer unit 160. It is determined whether or not (S160). If the response determination unit 170 determines that there is no response within a certain time after acquiring the destination or transfer destination (No in S160), the response determination unit 170 determines that the telephone cannot be picked up even if the user is present. Then, the process proceeds to S130.

  On the other hand, if the response determination unit 170 determines that there is a response within a predetermined time after acquiring the destination or transfer destination (Yes in S160), the response determination unit 170 determines that the destination or transfer destination has responded to the incoming call. Then, the incoming call history is added to the history table 230 (S170).

  Next, the processing procedure of S130 shown in FIG. 6 will be described with reference to FIG. FIG. 7 is a flowchart illustrating a processing procedure of transfer destination extraction processing according to the embodiment.

  First, the sender group transfer destination extraction unit 130 that has acquired the sender's sender number output from the presence determination unit 120 determines the transfer destination candidate corresponding to the acquired sender's sender number from the management table 220. Extract. Specifically, the presence determination unit 120 extracts the PC number 220c corresponding to the transmission source number 220a output from the presence determination unit 120 from the management table 220 as a transfer destination candidate. Note that the transfer destination candidates extracted from the management table 220 are arranged in descending order of priority.

  Then, the in-source group transfer destination extraction unit 130 extracts a transfer destination candidate who is present from the extracted transfer destination candidates from the status table 210 (S210). Specifically, the sender group transfer destination extraction unit 130 selects the PC number 210a in which “1” being present is stored in the presence flag 210c among the PC terminals included in the extracted transfer destination candidates. Extract.

  Then, when the transfer destination presence / absence determination unit 150 obtains the result extracted from the intra-source group transfer destination extraction unit 130, it determines whether there is a transfer destination candidate (S220).

  When determining that there is no transfer destination candidate (No in S220), the transfer destination presence / absence determination unit 150 determines that there is no transfer destination in the transmission source, and determines a transfer destination from another transmission source different from the transmission source. In order to search, the sender number of the sender is output to the other sender extraction unit 141.

  Subsequently, the other transmission source extraction unit 141 that has acquired the transmission source number from the transfer destination presence / absence determination unit 150 extracts another transmission source having a transfer destination candidate that is in common with the transfer destination candidate corresponding to the transmission source ( S230). Specifically, the other transmission source extraction unit 141 determines the common degree of the common transfer destination candidates between the transfer destination candidate corresponding to the transmission source and the transfer destination candidate corresponding to another transmission source different from the transmission source. The calculation is performed from the management table 220 for each of other transmission sources. And other transmission origin extraction part 141 extracts the transmission origin number of the other transmission which becomes more than a predetermined reference | standard and becomes the largest common degree among each common degree calculated for every other transmission origin.

  Then, the transfer destination candidate extraction unit 142 extracts, from the management table 220, transfer destination candidates corresponding to the transmission source numbers of other transmission sources extracted by the other transmission source extraction unit 141. Note that the transfer destination candidates extracted from the management table 220 are arranged in descending order of priority. Then, the transfer destination candidate extraction unit 142 extracts from the status table 210, the transfer destination candidates who are present from the extracted transfer destination candidates (S240).

  Then, the transfer destination candidate extraction unit 142 outputs the extracted result to the transfer destination presence / absence determination unit 150, and proceeds to S220 in order to determine the presence / absence of the transfer destination candidate from the extracted result.

  On the other hand, if it is determined that there is a transfer destination candidate (Yes in S220), the transfer destination presence / absence determination unit 150 determines a transfer destination candidate with a higher priority as a transfer destination from the extracted result (S250).

  Next, processing of the management table creation unit 180 according to the embodiment will be described with reference to FIG. FIG. 8 is a flowchart illustrating the processing procedure of the management table creation unit according to the embodiment.

  First, when a request to create a management table at a predetermined time is output from the program (not shown) in the telephone transfer support apparatus 10 to the management table creation unit 180, the management table creation unit 180 stores the management table 220 in the management table 220. The information is backed up to a hard disk device built in or externally attached to the telephone transfer support device 10 (S310).

  Then, the management table creation unit 180 deletes all information stored in the management table 220 (S320).

  Subsequently, the management table creation unit 180 obtains history data in which the sender and the PC administrator's PC number are paired from the history table 230 for each sender based on a predetermined extraction condition and a predetermined aggregation condition. The numbers are extracted in descending order of priority (S330).

  Specifically, the management table creation unit 180 aggregates the same sender number 230e and PC number 230a as one aggregated set, with the sender number 230e of the sender and the PC number 230a of the PC administrator as an aggregation condition. The incoming call history is extracted from the history table 230 every time. Then, the management table creation unit 180 extracts, from the incoming call history extracted for each set, the PC number 230b of the PC administrator that matches the extraction condition for each transmission source number 230e according to a predetermined extraction condition.

  Here, the predetermined extraction condition is, for example, the case where the PC administrator's PC number 230b has a response count of 3 or more from the caller number 230e, and the accumulated response time from the caller number 230e is 1 hour or more. This is a case where any one of the conditions is satisfied. Furthermore, the management table creation unit 180 sorts the PC numbers 230a of the PC managers extracted for each transmission source number 230e in order, for example, by giving priority to the PC number 230a having a large response accumulated time value.

  Then, the management table creation unit 180 selects the first history data from the extracted history data as the history data to be processed this time (S340). At this time, since the current process is the first time, the management table creation unit 180 stores, for example, blank data in the primary area of the storage unit 200 as a transmission source of the history data processed last time.

  Subsequently, the management table creation unit 180 compares the source of the history data processed this time with the source of the history data processed last time stored in the primary area of the storage unit 200, and the source is the same. It is determined whether or not (S350).

  When it is determined that the source is not the same (No in S350), the management table creation unit 180 determines that the source record to be processed this time is not in the management table 220, and the source number 220a of the source and The PC number 220c is set as one record, and the record is newly created in the management table 220 (S360). At this time, the management table creating unit 180 overwrites and stores the transmission source number of the history data processed this time on the transmission source of the history data processed last time in the primary area of the storage unit 200.

  On the other hand, if it is determined that the source is the same (Yes in S350), the management table creation unit 180 determines that the record of the source to be processed this time is in the management table 220 and stores it in the management table 220. The PC number corresponding to the same sender is edited and updated (S370).

  More specifically, the management table creation unit 180 creates a character string obtained by combining the contents of the PC number 220c corresponding to the same transmission source number 220a stored in the management table 220 with the PC number of the history data processed this time. The management table 220 is updated as the number 220c. At this time, the management table creation unit 180 overwrites and stores the transmission source number of the history data processed this time over the transmission source of the history data processed last time in the primary area of the storage unit 200.

  Then, the management table creation unit 180 selects the next history data from the extracted history data (S380).

  Thereafter, the history table creation unit 180 determines whether or not the next history data could not be selected from the extracted history data (S390).

  When it is determined that the next history data can be selected from the extracted history data (No in S390), the management table creation unit 180 performs the management table creation processing using the selected next history data as the current history data. , The process proceeds to S350.

  On the other hand, when it is determined that the next history data could not be selected from the extracted history data (Yes in S390), the management table creation unit 180 ends the management table creation processing.

  As described above, according to the present embodiment, the telephone transfer support device 10 stores a source that transmits a communication request and a transfer destination candidate to which the communication request transmitted from the source is transferred in association with each other. A management table 220. Then, when there is a communication request from the first transmission source, the telephone transfer support device 10 extracts a transfer destination candidate associated with the first transmission source from the management table 220. When the telephone transfer support device 10 cannot transfer to any of the extracted transfer destination candidates, the call transfer support apparatus 10 includes a transfer destination candidate that is common to the extracted transfer destination candidates, The associated transfer destination candidates are extracted from the management table 220. Then, the telephone transfer support device 10 selects a transfer destination candidate that is different from the transfer destination candidates that are common to the transfer destination candidates associated with the source from among the extracted transfer destination candidates associated with the other source. The transfer destination is determined, and the communication request is transferred to the determined transfer destination.

  According to such a configuration, the telephone transfer support device 10 can transfer to any of the transfer destination candidates associated with the caller, even if it cannot transfer to any transfer destination candidate associated with the caller. Transfer destination candidates associated with other sources including candidates can be assumed to have almost the same capability as common transfer destination candidates, so transfer to a destination suitable for the source. Can do. As a result, the caller as the caller can make a call with an appropriate transfer destination, and the delay in work can be reduced.

  In addition, the telephone transfer support device 10 does not receive a call from a caller in order to automatically determine and transfer an appropriate transfer destination even if it cannot be transferred to any transfer destination candidate associated with the caller. The number of work steps from acquisition to transfer can be greatly reduced.

  As mentioned above, although the Example of this invention was described, the range of the technical idea of this invention is not limited by this Example, and unless it deviates from the range of the technical scope described in the claim, it is various. It goes without saying that various embodiments can be implemented. Moreover, the effect described in the present Example is not limited to this.

  Each component of the telephone transfer support apparatus 10 illustrated is conceptually described, and is not necessarily physically configured as illustrated. Needless to say, the embodiments are not limited to those shown in the drawings.

  Note that all or some of the processing functions performed in the telephone transfer support device 10 are made up of micro-processors such as a CPU (Central Processing Unit) (or MPU (Micro Processing Unit) and MCU (Micro Controller Unit)). It may be realized by a program that is analyzed and executed by a computer) and the CPU (or a microcomputer such as an MPU or MCU), or may be realized as hardware by wired logic.

  The following additional remarks are disclosed regarding the embodiment according to the above example.

(Supplementary Note 1) Storage means for storing each communication source that transmits a communication request in association with a transfer destination candidate to which a communication request transmitted from the transmission source is transferred,
A first extraction unit that extracts the transfer destination candidate associated with the first source from the storage unit when there is a communication request from the first source;
Including the transfer destination candidate common to the transfer destination candidate extracted by the first extraction means when the transfer cannot be made to any transfer destination candidate extracted by the first extraction means; A second extraction unit that extracts from the storage unit a transfer destination candidate associated with a second source different from the source;
From among the transfer destination candidates extracted by the second extraction means, transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction means are determined as transfer destinations. A transfer means for transferring the communication request to the transfer destination,
A telephone transfer support device comprising:

(Appendix 2) The second extraction means includes
Out of sources that are different from the first source, a source that has a transfer destination candidate that is in common with the transfer destination candidate associated with the first source is a predetermined source or more. The telephone transfer support device according to appendix 1, wherein:

(Additional remark 3) It has the transfer possibility storage means which memorize | stores the transfer possibility information which shows whether transfer is possible for every transfer destination candidate,
The first extraction means includes
A transfer destination candidate associated with the first transmission source is extracted from the storage means, transfer enable / disable information corresponding to the extracted transfer destination candidate is referenced from the transfer enable / disable storage means, and the transfer enable / disable information referred to The telephone transfer support device according to appendix 1 or appendix 2, further comprising: a transfer feasibility determining unit that determines whether transfer to the extracted transfer destination candidate is possible based on the above.

(Additional remark 4) It has a communication history memory | storage means to memorize | store a communication history with the transfer destination candidate to which the said communication request was transferred for every transmission origin which transmitted the communication request in the past,
The storage means
Among the transfer destination candidates corresponding to the caller, transfer destination candidates that have communicated with the caller for a predetermined number of times or for a predetermined time or more are extracted from the communication history storage unit, and the extracted transfer destination candidates correspond to the caller The telephone transfer support device according to any one of Supplementary Note 1 to Supplementary Note 3, wherein the telephone transfer support device is additionally stored.

(Supplementary Note 5) A storage procedure for storing each communication source that transmits a communication request in association with a transfer destination candidate to which a communication request transmitted from the transmission source is transferred,
A first extraction procedure for extracting the transfer destination candidate associated with the first transmission source from the storage procedure when there is a communication request from the first transmission source;
Including the transfer destination candidate common to the transfer destination candidate extracted by the first extraction procedure when the transfer cannot be made to any transfer destination candidate extracted by the first extraction procedure, A second extraction procedure for extracting from the storage procedure a transfer destination candidate associated with a second source different from the source;
The transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction procedure are determined as transfer destinations from the transfer destination candidates extracted by the second extraction procedure. A transfer procedure for transferring a communication request to the transfer destination,
A computer-readable recording medium that causes a computer to execute a telephone transfer support program including:

(Supplementary Note 6) A communication history storing procedure for storing a communication history with a transfer destination candidate to which the communication request is transferred for each transmission source that has transmitted the communication request in the past,
The storing procedure is:
Among the transfer destination candidates corresponding to the caller, transfer destination candidates that have communicated with the caller a predetermined number of times or for a predetermined time or more are extracted from the communication history storage procedure, and the extracted transfer destination candidates correspond to the caller The computer-readable recording medium according to appendix 5, wherein the computer-readable recording medium is additionally recorded.

(Supplementary note 7) A storage step of storing in correspondence with a transfer destination candidate to which a communication request transmitted from the transmission source is transferred for each transmission source transmitting a communication request;
When there is a communication request from the first source, a first extraction step of extracting the transfer destination candidate associated with the first source from the storage step;
When the transfer destination candidate extracted by the first extraction step cannot be transferred to any of the transfer destination candidates, the transfer destination candidate includes a transfer destination candidate common to the transfer destination candidate extracted by the first extraction step. A second extraction step of extracting a transfer destination candidate associated with a second source different from the source from the storage step;
The transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction step are determined as transfer destinations from among the transfer destination candidates extracted by the second extraction step. A transfer step of transferring a communication request to a transfer destination,
A call transfer support method comprising:

(Supplementary Note 8) A communication history storing step of storing a communication history with a transfer destination candidate to which the communication request has been transferred for each transmission source that has transmitted the communication request in the past,
The storing step includes
Among the transfer destination candidates corresponding to the transmission source, transfer destination candidates that have communicated with the transmission source for a predetermined number of times or for a predetermined time or more are extracted from the communication history storage step, and the extracted transfer destination candidates are associated with the transmission source. 8. The telephone transfer support method according to appendix 7, wherein the telephone transfer support method is stored.

DESCRIPTION OF SYMBOLS 10 Telephone transfer support apparatus 110 Incoming call determination part 120 Presence determination part 130 Origination group transfer destination extraction part 140 Other origin group transfer destination extraction part 141 Other origination source extraction part 142 Forward destination candidate extraction part 150 Forwarding destination existence judgment Unit 160 transfer unit 170 response determination unit 180 management table creation unit 200 storage unit 210 status table 220 management table 230 history table

Claims (6)

Storage means for storing each communication source that transmits a communication request in association with a transfer destination candidate to which a communication request transmitted from the transmission source is transferred;
A first extraction unit that extracts the transfer destination candidate associated with the first source from the storage unit when there is a communication request from the first source;
Including the transfer destination candidate common to the transfer destination candidate extracted by the first extraction means when the transfer cannot be made to any transfer destination candidate extracted by the first extraction means; A second extraction unit that extracts from the storage unit a transfer destination candidate associated with a second source different from the source;
From among the transfer destination candidates extracted by the second extraction means, transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction means are determined as transfer destinations. A transfer means for transferring the communication request to the transfer destination,
A telephone transfer support device comprising: Communication history storage means for storing a communication history with a transfer destination candidate to which the communication request has been transferred for each source that has transmitted a communication request in the past,
The storage means
Among the transfer destination candidates corresponding to the caller, transfer destination candidates that have communicated with the caller for a predetermined number of times or for a predetermined time or more are extracted from the communication history storage unit, and the extracted transfer destination candidates correspond to the caller The telephone transfer support device according to claim 1, further comprising: A storage procedure for storing each communication source that transmits a communication request in association with a transfer destination candidate to which a communication request transmitted from the transmission source is transferred;
A first extraction procedure for extracting the transfer destination candidate associated with the first transmission source from the storage procedure when there is a communication request from the first transmission source;
Including the transfer destination candidate common to the transfer destination candidate extracted by the first extraction procedure when transfer to any of the transfer destination candidates extracted by the first extraction procedure is not possible. A second extraction procedure for extracting from the storage procedure a transfer destination candidate associated with a second source different from the source;
The transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction procedure are determined as transfer destinations from the transfer destination candidates extracted by the second extraction procedure. A transfer procedure for transferring a communication request to the transfer destination,
A computer-readable recording medium that causes a computer to execute a telephone transfer support program including: Including a communication history storage procedure for storing a communication history with a transfer destination candidate to which the communication request has been transferred for each source that has transmitted a communication request in the past,
The storing procedure is:
Among the transfer destination candidates corresponding to the caller, transfer destination candidates that have communicated with the caller a predetermined number of times or for a predetermined time or more are extracted from the communication history storage procedure, and the extracted transfer destination candidates correspond to the caller The computer-readable recording medium according to claim 3, wherein the storage medium is stored with the computer-readable recording medium. A storage step of storing a communication request transmitted from the transmission source in association with a transfer destination candidate to be transferred for each transmission source that transmits a communication request;
A first extraction step of extracting the transfer destination candidate associated with the first source from the storage step when there is a communication request from the first source;
When the transfer destination candidate extracted by the first extraction step cannot be transferred to any of the transfer destination candidates, the transfer destination candidate includes a transfer destination candidate common to the transfer destination candidate extracted by the first extraction step. A second extraction step of extracting a transfer destination candidate associated with a second source different from the source from the storage step;
The transfer destination candidates other than the transfer destination candidates that are common to the transfer destination candidates extracted by the first extraction step are determined as transfer destinations from among the transfer destination candidates extracted by the second extraction step. A transfer step of transferring a communication request to a transfer destination,
A call transfer support method comprising: Including a communication history storage step of storing a communication history with a transfer destination candidate to which the communication request has been transferred for each source that has transmitted a communication request in the past,
The storing step includes
Among the transfer destination candidates corresponding to the transmission source, transfer destination candidates that have communicated with the transmission source for a predetermined number of times or for a predetermined time or more are extracted from the communication history storage step, and the extracted transfer destination candidates are associated with the transmission source. 6. The telephone transfer support method according to claim 5, wherein the telephone transfer support method is stored.

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