JP2012235252A - Communication relay system and guiding device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce the processing load of an operator and to improve the satisfaction level of a recipient and a caller by improving accuracy of determining connection propriety.SOLUTION: An acquisition guiding unit 328 of a guiding device 130 performs guidance to acquire origination information including information of a caller of a calling side communication device 110 through the calling side communication device in response to connection of the calling side communication device and the guiding device according to call origination from the calling side communication device. An information generation unit 330 generates origination information by recording voice spoken by the caller. A guide connection unit 332 connects the guiding device with a called side communication device 140 while keeping the connection between the calling side communication device and the guiding device. An information transfer unit 334 transfers the origination information to the called side communication device.

Description

  The present invention relates to a communication relay system and a guide device for relaying between a transmission side communication device and a reception side communication device.

  In recent years, the functions of telephones have been expanded. For example, a service that can reject an incoming call without ringing a ringing tone for a caller whose telephone number cannot be specified (not notified of a telephone number) is provided. Also, even if the call can be specified by the caller phone, if you want to reject the incoming call from the caller phone individually, register the phone number of the caller phone, specify the registered phone number, and specify There is a technique for rejecting an incoming call having a matching telephone number by comparing the telephone number of the calling telephone set (for example, Patent Document 1).

  Also, if the caller's voice in a call is converted into a character string and there are a large number of characters that match a pre-registered keyword (such as “Kozabangou”), the call is determined to be a call from a fraudster. A technology for establishing a call with a pre-registered report destination telephone during a call and performing a three-party call including the report destination telephone is disclosed (for example, Patent Document 2). However, since fraud techniques change from day to day, it is difficult to uniquely identify fraudulent actions from keywords during a call when fraudulent acts are performed using new techniques.

  Therefore, the conditions for permitting the transfer from the calling side telephone and the conditions for refusing the transfer are registered in the communication control apparatus in advance, and when the call from the calling side telephone is received by the communication control apparatus, the transfer permission condition Only if the caller is connected to the receiving phone, and if the calling phone does not meet the registered conditions, the operator in the communication control device interacts with the caller, A technique for determining whether or not to connect a receiving telephone is disclosed (for example, Patent Document 3).

Japanese Patent Laid-Open No. 7-235579 Japanese Patent No. 4310748 JP 2007-221668 A

  However, it is extremely difficult for the operator to determine whether or not it is a fraud using the technique of Patent Document 3, and if the operator tries to deal with all unregistered calls, the processing burden on the operator becomes large. turn into. In addition, since it is left to the operator to determine whether or not the caller can connect to the caller side telephone, there is a possibility that a call that should not be connected is connected or a call that should be connected is not connected.

  In addition, when a call is connected to the receiving telephone, the operator has determined that the caller is not a fraudster, so a call corresponding to a fraudulent act is mistakenly connected to the receiving telephone. In this case, there is a problem that the recipient is relieved and easily deceived. Furthermore, if the outgoing call to be connected is not mistakenly connected, the caller not only feels uncomfortable with the operator, but also the callee's trust may be lost.

  In view of such a problem, the present invention reduces the processing burden on the operator, improves the accuracy of determining whether or not connection is possible, and improves the satisfaction of the callee and the caller. The object is to provide a device.

  In order to solve the above-described problem, the present invention includes a relay server that relays between a caller communication device and a callee communication device, and a guide device that can be connected to the caller communication device and the callee communication device through the relay server. In the communication relay system, the relay server includes a request transfer unit that receives a communication request from a caller communication device to a callee communication device registered in advance and connects the caller communication device and the guide device. However, according to the connection between the calling side communication device and the guidance device, an acquisition guide unit that performs guidance for acquiring outgoing information including information of the sender of the calling side communication device through the calling side communication device, and the caller An information generation unit that records the voice that is emitted and acquires transmission information, a guide connection unit that connects the guidance device and the receiving side communication device while maintaining a connection between the transmission side communication device and the guidance device, and transmission information An information transfer unit for transferring to the called communication device; Characterized in that it obtain.

  In order to solve the above-mentioned problem, the guide device of the present invention, which can be connected to the calling side communication device and the receiving side communication device through a relay server that relays between the calling side communication device and the receiving side communication device, An acquisition guide unit that provides guidance for acquiring outgoing information including information of a sender of the calling side communication device through the calling side communication device in accordance with the connection between the calling side communication device and the guide device based on the outgoing call; An information generator for recording the voice uttered by the caller and acquiring the call information; and if the call information can be acquired, the connection between the caller communication device and the guide device is maintained and the guide device and the callee communication device are connected. A guide connection unit to be connected and an information transfer unit to transfer outgoing information to the called communication device are provided.

  If the connection operation indicates connection permission in response to a connection operation from the receiving communication device, a connection control unit that connects at least the calling communication device and the receiving communication device may be further provided.

  If the connection operation indicates that the connection is permitted, the connection control unit may connect the calling communication device, the receiving communication device, and the guidance device so that a three-way call can be made.

  According to the present invention, the processing load on the guide (operator) is reduced by automating the processing for a call from the calling communication device. In addition, since the callee himself / herself determines whether or not connection is possible, the determination accuracy of whether or not connection is possible can be improved, and satisfaction of the callee and the caller can be improved.

It is explanatory drawing which showed the schematic relationship of the communication relay system. It is the functional block diagram which showed the electrical structure of the relay server. It is explanatory drawing for demonstrating an incoming call permission table. It is the functional block diagram which showed the electrical structure of the guide apparatus. It is the flowchart which showed the whole flow of the communication relay method. It is the flowchart which showed the whole flow of the communication relay method. It is the sequence diagram which showed the typical example of the communication relay method.

  Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. The dimensions, materials, and other specific numerical values shown in the embodiments are merely examples for facilitating the understanding of the invention, and do not limit the present invention unless otherwise specified. In the present specification and drawings, elements having substantially the same function and configuration are denoted by the same reference numerals, and redundant description is omitted, and elements not directly related to the present invention are not illustrated. To do.

(Communication Relay System 100)
FIG. 1 is an explanatory diagram showing a schematic relationship of the communication relay system 100. The communication relay system 100 includes a communication network 102, a transmission side communication device 110, a relay server 120, a guidance device 130, and a reception side communication device 140.

  The communication network 102 includes a telephone line, the Internet, a LAN (Local Area Network), a dedicated line, and the like, and connects the transmission side communication device 110, the relay server 120, the guidance device 130, and the reception side communication device 140, respectively.

  The caller communication device 110 is a telephone (communication device) that starts a call in this embodiment, and is used by an arbitrary caller 112 to call the callee communication device 140 of the callee 142. Here, the calling side communication device 110 uses a VoIP (Voice over Internet Protocol) in addition to a fixed phone connected to a fixed phone line, a mobile phone connected to a mobile phone network, a PHS (Personal Handy-phone System). A voice input unit 110a for inputting the voice of the caller 112, and a voice output unit 110b for outputting the voice of the caller 142 or the guide 132, which are composed of devices such as a PDA (Personal Digital Assistant) and a personal computer. And a communication unit (not shown) for realizing voice communication.

  The relay server 120 is connected to an exchange such as a fixed telephone network, for example, and relays a call from the calling communication device 110 to the receiving communication device 140. Here, the relay server 120 has at least a function of transferring the call to the specific device (here, the guide device 130) with respect to the call from the calling communication device 110 to the receiving communication device 140. Further, the relay server 120 can realize a two-party call in which any two selected from the transmission side communication device 110, the guidance device 130, and the reception side communication device 140 are connected, and a three-party call in which all are connected. It is also possible to switch between a three-party call and a two-party call between arbitrary devices in response to 130 switching commands.

  The guidance device 130 includes a communication device similar to the transmission side communication device 110 and is provided so as to be connectable to the transmission side communication device 110 and the reception side communication device 140 through the relay server 120. In the guide device 130, for example, various processes are performed using a call from the calling communication device 110 to the receiving communication device 140 as a trigger. In addition, a guider (an operator who is a user of the guide device 130) 132 is on standby in the guide device 130, and is connected to the caller communication device 110 and the callee communication device 140 as appropriate. Respond to the called party 142.

  The receiving side communication device 140 is a telephone (communication device) that receives a call in this embodiment, and, like the calling side communication device 110, a fixed telephone connected to a fixed telephone network or a mobile phone connected to a mobile telephone network. In addition to PHS, a voice input unit 140a for inputting a voice of the called party 142 and a voice for outputting the voice of the caller 112 or the guide 132 is configured by a device such as a PDA or a personal computer that performs a call using VoIP. It has the output part 140b and the communication part (not shown) which implement | achieves voice communication.

  In the present embodiment, an object is to prevent fraudulent acts through such a call from the calling communication device 110 to the receiving communication device 140. Here, fraudulent billing scams that transfer cash based on fictitious facts, such as nominal costs related to litigation, fraudulent claim frauds, loan guarantee scams that pledge a deposit to the person who applied for the loan, and annuity There is a fraud such as a refund that operates as an ATM and transfers cash as if it is a refund procedure for taxes, and a transfer fraud that transfers cash as an acquaintance pretending to be a nominal amount of money for a traffic accident. In particular, the number of wire frauds and the amount of damage are increasing rapidly in the near future. Also, scammers themselves have become clever and malicious, such as impersonating police officers, lawyers, bankers, etc. in groups of people.

  In the communication relay system 100, when the caller 112 makes a call from the caller communication device 110 to the callee communication device 140 (FIG. 1 (1)), if the caller communication device 110 is not known, the caller A guide device 130 is interposed. For example, when the malicious caller 112 calls the callee communication device 110 from the caller communication device 110 to deceive the callee 142, the relay server 120 does not immediately connect the both. Then, the guidance device 130 is called to connect the communication device 110 on the transmission side and the guidance device 130 (FIG. 1 (2)). Then, in the guidance device 130, the voice of the caller 112 in the caller communication device 110 is recorded, and the recorded information is transmitted to the callee 142 of the callee communication device 140 (FIG. 1 (3)), and finally the caller side. Direct communication between the communication device 110 and the called communication device 140 is started (FIG. 1 (4)). Here, the guide device 130 receives a call from the receiving communication device 140, and the receiver 142 determines whether or not to connect based on information recorded by the guide device 130.

  In addition, when a call is made directly between the caller communication device 110 and the callee communication device 140, if the callee 142 of the callee communication device 140 desires, the guider 132 in the guide device 130 makes a call between them. Monitoring (in this case, monitoring (observing) electronic data and audio by viewing is referred to as monitoring). For example, the guidance device 130 performs a three-party call (corresponding to a three-party communication) with the caller communication device 110 and the callee communication device 140, and the guider 132 performs a conversation between the caller 112 and the callee 142 in real time. Listening to determine the authenticity of the caller 112.

  Hereinafter, specific configurations of the relay server 120 and the guide device 130 that realize the above-described processing will be described, and a processing flow of a communication relay method using them will be described in detail.

(Relay server 120)
FIG. 2 is a functional block diagram showing an electrical configuration of the relay server 120. The relay server 120 includes a server memory 210, a server communication unit 212, and a server control unit 214.

  The server memory 210 is configured by a storage medium such as an HDD, a flash memory, or a RAM, and holds a program used by a server control unit 214 (to be described later) and an incoming call permission table 250. FIG. 3 is an explanatory diagram for explaining the incoming call permission table 250. In the incoming call permission table 250, an identifier (for example, a telephone number) 252 of the incoming communication device 140, one or more telephone numbers 254 that the incoming communication device 140 permits incoming calls, and a personal identification number 256 are associated with each other. .

  The server communication unit 212 connects any two or all of the transmission side communication device 110, the guidance device 130, and the reception side communication device 140 through the communication network 102. The server control unit 214 is configured by a semiconductor integrated circuit including a central processing unit (CPU), a ROM storing programs, a RAM as a work area, and the like, and relays in cooperation with the server memory 210 and other electronic circuits. Manage and control the entire server 120. The server control unit 214 also functions as a request transfer unit 230 and a communication switching unit 232. If the outgoing call (communication request) from the outgoing communication device 110 is a outgoing call to the incoming communication device 140 registered in the incoming call permission table 250, the request transfer unit 230 makes an outgoing call from the outgoing communication device 110. Various processes are executed according to the call state.

  For example, in the present embodiment, it is assumed that a call with a telephone number not notified is not accepted. Therefore, the request transfer unit 230 outputs a voice message such as “Please notify the telephone number and try again” when the calling communication device 110 makes a call without notification. Encourage re-calling by number notification.

  In addition, the calling communication device 110 makes a call with its own phone number notified, and the phone number is associated with the call receiving destination communication device 140 in the incoming call permission table 250. If so, the request transfer unit 230 directly connects the originating communication device 110 and the receiving communication device 140. The called party 142 can directly receive the incoming call with confidence as in the case of the previous call by pre-registering the calling side communication device 110 used by a reliable acquaintance or family in the incoming call permission table 250. The conversation is not heard by a third party.

  Here, the relay server 120 refers to the incoming call permission table 250 to determine whether or not to connect directly. For example, all outgoing calls notified of telephone numbers are once transferred to the guide device 130, and the guide device It may be determined whether or not a direct connection is possible based on the incoming call permission table 250 prepared in 130.

  Further, in this embodiment, even when the calling communication device 110 makes a call that notifies the telephone number, the telephone number is sent to the called communication device 140 of the call destination in the incoming call permission table 250. If not associated, the request transfer unit 230 connects the calling communication device 110 and the guidance device 130 without connecting the calling communication device 110 and the receiving communication device 140.

  At this time, the guidance device 130 outputs a voice message such as “I will connect to the telephone agency service” to the calling-side communication device 110. If the caller 112 is a fraudster, there is a case where such a voice message warns if the identity is identified by any chance and terminates the call. In this way, at least the called party 142 can be protected from fraud.

  However, while a voice message such as “I connect to the telephone intermediary service” is being output, a number string is sent by the caller 112 through a tone signal (DTMF: Dual-Tone Multi-Frequency) of the caller communication device 110. Is entered, and if the number string matches the password 256 associated with the called communication device 140 in the incoming call permission table 250, the telephone number is associated without being transferred to the guidance device 130. Similarly, it is directly connected to the called communication device 140.

  This is to avoid useless transfer to the guidance device 130 when a trusted acquaintance or family is calling from the calling communication device 110 that is not registered in the incoming call permission table 250. In this case, The called party 142 can receive the incoming call directly with peace of mind. Here, the process of confirming the personal identification number 256 is provided in the relay server 120, but may be provided in the guidance device 130.

  The communication switching unit 232 executes a two-party call in which any two selected from the transmission-side communication device 110, the guide device 130, and the reception-side communication device 140 are connected and a three-party call in which all are connected. Further, the communication switching unit 232 switches between a three-party call and a two-party call between arbitrary devices in response to a switching command from the guidance device 130.

(Guide device 130)
FIG. 4 is a functional block diagram showing the electrical configuration of the guide device 130. The guidance device 130 includes an operation unit 310, a display unit 312, a voice input unit 314, a voice output unit 316, a guidance memory 318, a guidance communication unit 320, and a guidance control unit 322.

  The operation unit 310 includes a keyboard, a pointing device, a cross key, a joystick, a touch panel, and the like, and receives an operation input from the guide 132. The display unit 312 includes a liquid crystal display, an organic EL (Electro Luminescence) display, and the like, and displays information such as a telephone number of the transmitting communication device 110 connected to the guide device 130.

  The voice input unit 314 includes a microphone and takes in the voice of the guide 132 as a voice signal through A / D conversion, an encoder, and the like. The audio output unit 316 is configured by a speaker or the like, and converts an audio signal into audio and outputs it. In the present embodiment, a headset in which an audio input unit 314 and an audio output unit 316 are integrally formed is used.

  The guide memory 318 includes a storage medium such as an HDD, a flash memory, and a RAM, and holds a program used by the guide control unit 322 described later. The guide communication unit 320 establishes a communication connection with the originating communication device 110 and the receiving communication device 140 through the relay server 120. Here, the guidance device 130 is configured by a personal computer, but also has a general telephone function, and an operation according to an on-hook or an off-hook is executed according to the operation of the guide 132.

  The guidance control unit 322 is configured by a semiconductor integrated circuit including a central processing unit (CPU), a ROM storing programs, a RAM as a work area, and the like, and cooperates with the guidance memory 318 and other electronic circuits. Manage and control the entire device 130. The guidance control unit 322 also functions as an acquisition guidance unit 328, an information generation unit 330, a guidance connection unit 332, an information transfer unit 334, a connection control unit 336, and a connection notification unit 338.

  The acquisition guide unit 328 performs guidance for acquiring transmission information including information of a sender of the transmission side communication device 110 through the transmission side communication device 110 according to the connection between the transmission side communication device 110 and the guide device 130. . Here, the information of the caller 112 of the caller-side communication device 110 is the name, affiliation name, business, gender, age, etc. of the caller 112. In addition, for example, the guidance is to output a voice message such as “push the phone number again”, “speak your name”, “speak business” to the calling side communication device 110. Can be realized. Further, a voice message may be added or changed according to the contents of the text data by using means for converting the voice from the caller 112 into text data. For example, when the caller 112 is referred to as a public facility employee, a voice message asking for the identification number of the public facility or the registration number of the person may be added. If the caller 112 is a fraudster, the response to such a voice message may warn if the identity or voice is specified, and the call may be terminated. In this way, at least the called party 142 can be protected from fraud.

  The information generation unit 330 records the voice uttered by the caller 112 and acquires the recorded voice data as transmission information. In addition, when the information on the calling side communication device 110 such as the telephone number, the transmission time, the transmission position (address) of the calling side communication device 110 can also be acquired, the information generating unit 330 can add the information to the transmission information as electronic data. .

  When the recording by the information generation unit 330 is completed and the transmission information is generated, the guidance connection unit 332 maintains the connection between the transmission side communication device 110 and the guidance device 130, and the guidance device 130 and the reception side communication device. 140 is connected. At this time, the guide connection unit 332 places the caller on hold on the caller communication device 110 and outputs a voice message such as “I will relay to the phone number you dialed” to the caller communication device 110. .

  The information transfer unit 334 transfers the call information to the called communication device 140. Specifically, the information transfer unit 334 outputs a voice message indicating that there is a call and the transmission information is acquired to the called communication device 140, and subsequently outputs the transmission information in a recorded state. At this time, if the receiving side communication device 140 is provided with a display, the information transfer unit 334 can also display the information of the calling side communication device 110 on the display of the receiving side communication device 140.

  Here, the voice of the caller 112 is transferred to the callee 142 as it is, and the callee 142 himself / herself determines whether or not the connection is possible, so that the determination accuracy of the connection can be improved. Further, while the callee 142 is directly talking to the caller 112, the conversation proceeds at the pace of the caller 112 and the caller 112 and the content of the conversation cannot be sufficiently confirmed. In this embodiment, Since the recorded voice can be judged calmly and objectively, it is possible to further improve the determination accuracy of the connection possibility. Furthermore, even when the caller 112 is wearing his / her own body, the voice can be heard repeatedly, so that the possibility of specifying whether or not the voice is the voice of the person himself / herself increases.

  When the call information is transferred to the receiving communication device 140, the guide device 130 shifts to a waiting state for a connection operation by the called party 142. Here, the connection operation is an operation of the called party 142 that selects how the connection state of the transmission side communication device 110 and the reception side communication device 140 is to be changed. For example, the connection state options include connection rejection (call rejection) of the caller communication device 110 and connection permission (call permission) between the caller communication device 110 and the callee communication device 140. As for the connection permission between the calling communication device 110 and the receiving communication device 140, the two-party call in which only the calling communication device 110 and the receiving communication device 140 are connected, and the calling communication device 110 and the receiving communication. It is possible to select a three-way call in which the guidance device 130 is further added to the machine 140. In the receiving side communication device 140, for example, by pressing the “*” switch, connection rejection can be selected, by pressing the “#” switch, connection permission by two-party call can be selected, and further, the “#” switch can be selected. Connection permission by three-party call can be selected by holding down multiple times in succession. At this time, if there is a dial switch that is designated in advance at the receiving communication device 140, the guidance device 130 repeatedly outputs the transmission information again.

  In response to the connection operation from the receiving communication device 140, the connection control unit 336 outputs a voice message such as “cannot be transferred” through the calling communication device 110 if the connection operation indicates connection refusal. If the connection operation indicates that the connection is permitted, a switching command is issued to the relay server 120, and at least the caller communication device 110 and the callee communication device 140 are connected to execute a two-party call. Further, when the connection operation indicates connection permission and the callee 142 desires (for example, when the “#” switch is detected a plurality of times), the connection control unit 336 transmits the caller communication device 110 and the callee communication device 140. And the guide device 130 are connected so that a three-party call can be made. At this time, the connection control unit 336 outputs a voice message such as “Starts a three-party call” to the calling-side communication device 110 and the called-side communication device 140 to indicate that the three-party call is executed in advance. You may notify.

  The reason for making a three-party call is as follows. In other words, as described above, since the methods of fraud are changing day by day, it is difficult to alert all people at any time, and even ordinary people who are the target of fraud grasp all the methods. It is impossible to respond. Here, when the callee 142 desires, the guider 132 who has grasped such a technique to some extent monitors the conversation between the caller 112 and the callee 142 through a three-way call, so that the caller 112 can cheat. This is because it is possible to objectively determine whether or not the process is going to be executed.

  Here, the three-party call is time-limited, and if there is no additional operation before a predetermined time (for example, 3 minutes) elapses, the connection control unit 336 performs the three-party call with the caller communication device 110 and the callee communication. Switch to a two-party call with the machine 140. By making the three-party call timed in this way, the called party 142 can be protected from fraud and the privacy problem can be minimized. In addition, during a three-party call, the guide 132 of the guidance device 130 only monitors the voice of the calling communication device 110 and the receiving communication device 140, and the voice of the guide 132 is transmitted to the calling communication device 110 and the incoming call. Is not output to the side communication device 140. However, the voice may be output only from the guidance device 130 to the receiving communication device 140 while maintaining the three-party call. In addition, if there is no problem in the content of the conversation, the guide 132 ends the three-party call after the elapse of the predetermined time. However, if suspicious, the guide 132 can extend the predetermined time and continue the three-party call. .

  Instead of outputting the voice of the guide 132 to the three-party call, the connection notification unit 338 receives a mechanical sound, for example, a sound such as “Puppup ...”, as the incoming call from the calling communication device 110 during the three-party call. The caller 112 and the callee 142 are informed that the three-way call is being executed through the caller 110 and the callee 140 through the caller 110 and the callee 140.

  In this way, while the three-party call is being performed, by notifying the callee 142 to that effect, the callee 142 always confirms that the third party (guide 132) is listening to the conversation. You can be conscious and protect your privacy. Also, by notifying the caller 112 that the three-party call is being executed, the caller 112 can no longer perform fraudulent activity, being aware that the call is being monitored by a third party. It becomes possible to improve deterrence against fraud.

  Further, unless the guide 132 extends the three-way call, the connection notification unit 338 stops outputting the mechanical sound indicating that the three-party call is being executed after a predetermined time during which the three-way call is maintained. The successful completion of the three-party call mechanical sound is equivalent to the guide 132 showing that the caller 112 is not a fraudster. The conversation with the caller 112 can be continued with peace of mind. Further, after the output of the mechanical sound is stopped, there is no worry that the third party (guide 132) is listening to the conversation, so that the called party 142 can freely enjoy the conversation.

  In addition, when the connection control unit 336 receives an operation input from the guide 132 while executing the three-party call, the connection control unit 336 makes a three-party call between the guide device 130 and the receiving communication device 140 accordingly. Can be switched to a person call. At this time, the connection notification unit 338 notifies the transmission side communication device 110 to that effect. However, it is preferable to notify the callee 142 in advance that the guide 132 may interrupt the three-party call.

  For example, the guide 132 listens to the conversation between the caller 112 and the callee 142, and the caller 112 selects a suspicious keyword such as “Oleore”, “Zidan”, “Ginkgo”, “Furikomi”, “Kouzabango”, If the caller 112 determines that the caller 112 is suspected of being a fraudster, the caller interrupts the three-party call, switches to a two-party call between the guidance device 130 and the receiving communication device 140, and notifies the callee 142 of the call. To do. At this time, the guide 132 may give advice to the callee 142 to determine whether the caller 112 is a fraudster. For example, when the caller 112 is called relative, the user can check whether information that only the relative knows can be answered correctly, or when the caller 112 is called a public facility employee, You may give instructions such as calling the telephone number of the facility for confirmation.

  In addition, during the two-party call between the guidance device 130 and the receiving communication device 140, the calling communication device 110 is connected to a monitor sound or “monitoring device” indicating that a two-party call is being executed. Is output. When the guide 132 finishes transmitting information to the called party 142, the connection control unit 336 returns to the three-party call based on the operation of the guide 132, or connects the guide device 130 and the calling communication device 110. And the guide 132 and the caller 112 are made to talk again.

  From such a mechanical sound or voice message, the caller 112 recognizes that he is suspected. Therefore, when the caller 112 is a fraudster, there is a case where the call is terminated while being warned that the identity is specified. In this way, at least the called party 142 can be protected from fraud.

  However, the three-way call is an objective determination when the general callee 142 alone cannot simply determine whether the call is a good call or a bad call. There is no need to execute for a predetermined time until the called party 142 is obviously not a fraudster, such as when the called party 142 knows the calling party 112, and also lacks privacy protection.

  Therefore, when the connection control unit 336 receives a guide disconnection request (corresponding to a disconnection request) from the receiving communication device 140 while executing the three-party call, the connection control unit 336 makes an incoming call to the calling communication device 110. Switch to a two-party call with the side communicator 140. With this configuration, if the callee 142 is convinced that the caller 112 is legitimate in his judgment, he / she can switch any switch (for example, “*” switch) of the callee communication device 140 during the three-way call. By stopping, it is possible to forcibly end the three-party call, and then continue the conversation with the caller 112 without worrying about the presence of a third party (guide 132). In addition, when the connection control unit 336 terminates the three-party call, the connection notification unit 338 stops the output of the mechanical sound indicating the three-party call and notifies that the three-party call has ended.

  In addition, the connection control unit 336 can receive the call from the receiving communication device 140 if the callee 142 desires even after the three-party call has been switched to the two-party call after a predetermined time has elapsed since the start of the three-party call. Is switched to a two-party call between the guidance device 130 and the receiving communication device 140.

  For example, it is assumed that the guide 132 determines that there is no suspicious point in the conversation between the caller 112 and the callee 142 and ends the three-party call. At this time, the caller 112 may first reassure the caller 142 and the guide 132 and execute a fraud after the machine sound of the three-way call is not output. However, since the three-way call is automatically canceled when the predetermined time has elapsed, the guide 132 can no longer listen to the conversation. Therefore, when the called party 142 feels suspicious even a little, it is possible to ask for at least the objective view of the guide 132 by communicating to that effect to the guide 132.

  In addition, while the two-party call between the guidance device 130 and the callee communication device 140 is being executed in response to the switching request of the callee 142, the connection notification unit 338 causes the caller communication device 110 to call the two parties. An audio message such as “Connecting to a supervisor” or a mechanical sound indicating that is executed is notified. From such a mechanical sound or voice message, the caller 112 recognizes that he is suspected. Therefore, when the caller 112 is a fraudster, there is a case where the call is terminated while being warned that the identity is specified. In this way, at least the called party 142 can be protected from fraud.

  The relay server 120 and the guidance device 130 described above automate the processing for a call from the calling communication device 110, so that the guide 132 does not have to deal with a legitimate call. In addition, the guide 132 only needs to determine the authenticity of the caller 112 only when the callee 142 is suspicious of the caller 112 and desires a three-way call. Therefore, it is possible to efficiently prevent fraud while reducing the processing burden on the guide 132.

  In addition, it is possible for the callee 142 to determine whether or not the connection is possible based on the call information, so that the determination accuracy of the callability can be improved and the satisfaction of the callee 142 and the caller 112 can be improved. Become. The caller 112 can freely select a two-party call with the caller 112 and a three-party call including the guide 132 based on the call information. By selecting, fraudulent acts can be prevented in advance.

  Furthermore, while a three-party call is being executed to prevent fraud, the caller 142 is notified of that fact while protecting the privacy, and the caller 112 is also notified that the three-party call is being executed. By doing so, the deterrence of fraud can be improved.

(Communication relay method)
5 and 6 are flowcharts showing the overall flow of the communication relay method, and FIG. 7 is a sequence diagram showing a typical example of the communication relay method. In particular, FIG. 5 shows communication relay processing in the relay server 120, and FIG. 6 shows communication relay processing in the guidance device 130.

  Referring to FIG. 5, when a call is made from any originating communication device 110 to the terminating communication device 140 registered in advance in the relay server 120 (YES in S400), the request transfer unit 230 of the relay server 120 Then, it is determined whether or not the call is accompanied by notification of a telephone number (S402). If there is no notification of the telephone number (NO in S402), the request transfer unit 230 outputs a voice message so as to notify the telephone number and call again (S404), and the communication relay process is terminated.

  When the telephone number is notified (YES in S402), the request transfer unit 230 determines whether the telephone number is the telephone number 254 associated with the callee destination communication device 140 in the incoming call permission table 250. It is determined whether or not (S406). If the telephone number 254 associated (registered) with the callee communication device 140 of the call destination (YES in S406), the request transfer unit 230 connects the caller communication device 110 and the callee communication device 140 to each other. The direct connection is made (S408), and the communication relay process is terminated. In this way, by connecting the caller communication device 110 and the callee communication device 140 registered in advance directly, only a safe call can be provided to the callee 142.

  If it is not the telephone number 254 associated with the called communication device 140 of the call destination (NO in S406), a voice message such as “Connect to the telephone intermediary service” is output to the calling communication device 110. (S410). Then, the request transfer unit 230 receives a tone signal corresponding to the personal identification number from the originating communication device 110 while the predetermined personal identification number input period has not elapsed (NO in S412), and the personal identification number is It is determined whether or not the personal identification number 256 registered in the incoming call permission table 250 is matched (S414). If the personal identification number matches (YES in S414), the calling communication device 110 and the receiving communication device 140 Is directly connected and the communication relay process is terminated (S408), and if the password input period elapses without input or the password does not match (YES in S412), the calling communication device 110 and the guidance device 130 is connected (S416).

  Even after the communication relay process has been transferred to the guidance device 130 in this way, until the connection is released (NO in S418), when a switching command is received from the guidance device 130 (S420), the communication switching unit 232 switches between a two-party call connecting any two selected from the originating communication device 110, the guidance device 130, and the receiving communication device 140, and a three-party call connecting all (S422). When the connection is released (YES in S418), the communication relay process ends.

  Referring to FIG. 6, the acquisition guide unit 328 of the guidance device 130, when the transmission side communication device 110 and the guidance device 130 are connected (YES in S450), the transmission side communication device 110 passes through the transmission side communication device 110. Guidance for acquiring transmission information including information of the caller 112 is performed (S452), and the information generation unit 330 records the voice uttered by the caller 112 in accordance with the guide and acquires the transmission information. (S454). At this time, if the voice of the caller 112 cannot be recorded and the call information cannot be acquired even after a predetermined waiting time, a voice guidance indicating that the call cannot be made with the caller 140 is output, and the caller 110 is sent. May be disconnected. If the transmission information can be acquired, the guidance connection unit 332 then connects the guidance device 130 and the receiving side communication device 140 while maintaining the connection between the transmission side communication device 110 and the guidance device 130 (S456). The transfer unit 334 transfers the transmission information to the receiving communication device 140 (S458), and shifts to a waiting state for a connection operation by the called party 142. In this way, the processing load on the guide 132 is reduced by automating the processing for the call from the calling communication device 110. In addition, the accuracy of determining whether or not the connection can be made can be increased by the receiver 142 executing the determination on whether or not the connection is possible based on the transferred transmission information, and the satisfaction of the receiver 142 and the sender 112 is improved. It becomes possible.

  When the connection operation by the callee 142 is accepted (YES in S460), the connection control unit 336 determines whether or not the connection operation indicates connection rejection (S462), and if the connection operation indicates connection rejection (YES in S462). Then, a voice message such as “cannot be transferred” is output through the calling-side communication device 110 (S464), and the communication relay processing ends.

  If the connection operation does not indicate connection refusal (NO in S462), the connection control unit 336 indicates that the connection operation indicates connection permission and indicates two-party communication between the originating communication device 110 and the receiving communication device 140. If the connection is permitted and two-party communication is indicated (YES in S466), a switching command is issued to connect the originating communication device 110 and the receiving communication device 140 to the relay server 120. A two-party call is executed (S468).

  If the connection operation is connection permission but does not indicate two-party communication (NO in S466), the connection control unit 336 determines whether or not the connection operation indicates connection permission and three-party communication (S470). If permitted and three-way communication is indicated (YES in S470), a switching command is issued to connect the originating communication device 110, the guide device 130, and the incoming communication device 140 to the relay server 120, and the originating communication The two-party call between the machine 110 and the guide device 130 and the two-party call between the guide device 130 and the receiving communication device 140 are converted into a three-party call of the calling communication device 110, the receiving communication device 140, and the guide device 130. Switching (S472). If the connection operation does not indicate connection permission and does not indicate three-party communication (NO in S470), it is determined that the connection operation is an invalid connection operation such as pressing other switches, and the connection operation determination process in step S460 is performed. Return to.

  When the three-party call in step S472 is executed, the connection control unit 336 outputs a voice message such as “Start three-party call” to the originating communication device 110 and the receiving communication device 140 (S474). ) The connection notification unit 338 notifies that the three-party call is being executed through the receiving communication device 140 and the calling communication device 110 while the three-party call is being executed (S476). Thus, the called party 142 can always be aware that a third party (guide 132) is listening to the conversation, and can protect privacy. Also, by notifying the caller 112 that the three-party call is being executed, the caller 112 can no longer perform fraudulent activity, being aware that the call is being monitored by a third party. It becomes possible to improve deterrence against fraud.

  While such a three-party call is being executed, the guide 132 determines that the caller 112 may be a suspicious person based on the conversation between the caller 112 and the callee 142, and interrupts the two-party call. When the operation is performed (YES in S478), the connection control unit 336 switches the three-party call to the two-party call between the guide device 130 and the receiving communication device 140 (S480), and the connection notification unit 338 performs the three-party call. Is terminated, and the originating communication device 110 is informed that it is a two-party call (S482). When the advice by the guider 132 is finished and the guider 132 interrupts the three-party call (YES in S484), the connection control unit 336 switches the two-party call to the three-party call (S486). The connection notification unit 338 notifies that the three-party call is being executed while the three-party call is being executed (S488).

  If there is a connection disconnection request (call termination) from the receiving communication device 140 while the three-party call is being executed (YES in S490), the communication relay process is terminated. In addition, if there is a guidance disconnection request (excluding the guidance device 130) of the receiving communication device 140 while the three-party call is being executed (YES in S492), the connection control unit 336 receives the incoming communication device 110 and the incoming communication. Switching to a two-party call with the side communication device 140 (S468). Then, the notification that the three-party call is being executed is completed. In this way, the called party 142 can switch from a three-party call to a two-party call with the caller 112 at his / her will and timing, thereby avoiding privacy problems.

  If there is no guidance disconnection request from the called communication device 140 while the three-party call is being executed (NO in S492), it is determined whether or not the elapsed time of the three-party call has exceeded a predetermined time (S494). While the elapsed time of the three-party call has not reached the predetermined time (NO in S494), the two-party call interruption operation determination process in step S478 is repeated. When the predetermined time is reached (YES in S494), the three-party call is switched to the two-party call between the caller communication device 110 and the callee communication device 140, and the notification that the three-party call is being executed is also terminated. (S468). The successful completion of the three-party call mechanical sound is equivalent to the guide 132 showing that the caller 112 is not a fraudster. The conversation with the caller 112 can be continued with peace of mind.

  In step S466, there is a two-party call connection operation, or the three-party call is switched to a two-party call. While the two-party call in step S468 is being executed, the called party 142 suspicious of the caller 112, When a switching request is made through the receiving communication device 140 (YES in S496), the connection control unit 336 performs a two-party call between the calling communication device 110 and the receiving communication device 140, and the guidance device 130 and the receiving communication device 140. (S498), the connection notification unit 338 notifies the calling side communication device 110 to that effect (S500). Then, the callee 142 receives advice from the guide 132, and thereafter, when there is a connection request from the callee communication device 140 (YES in S502), the connection control unit 336 again receives the call from the caller communication device 110. Return to the two-party call with the side communication device 140 (S504).

  If there is a connection disconnection request (call termination) from the receiving communication device 140 while the two-party call is being executed (YES in S506), the communication relay processing is terminated and there is no connection disconnection request (S506). NO), the switching request determination process in step S496 is repeated.

  Subsequently, referring to FIG. 7, a typical example of the communication relay method is shown. When any originating communication device 110 makes a call to the receiving communication device 140 (S600), first, the relay server 120 is used. The call is confirmed. If the telephone number of the calling side communication device 110 is not registered in the incoming call permission table 250, but the telephone number is notified, the request transfer unit 230 of the relay server 120 makes a call in response to the call. The side communication device 110 and the guide device 130 are connected (S602). On the guidance device 130 side, transmission information is generated through the information generation unit 330 (S604), the guidance connection unit 332 connects the guidance device 130 and the receiving side communication device 140 (S606), and transmission information is transmitted through the information transfer unit 334. Is transferred to the called communication device 140 (S608).

  Here, when the called party 142 selects a three-way call through the connection operation, the connection control unit 336 executes a three-way call with the calling-side communication device 110, the called-side communication device 140, and the guidance device 130 (S610). The connection notification unit 338 notifies the receiving communication device 140 and the calling communication device 110 that a three-party call is being executed (S612). When a predetermined time has elapsed, the three-party call is switched to a two-party call between the caller communication device 110 and the callee communication device 140 (S614), and the callee 142 is a third party (guide 132). The conversation with the caller 112 can be continued without being aware of the existence.

  In this way, the processing load on the guide 132 is reduced by automating the processing for the call from the calling communication device 110. In addition, since the recipient performs the determination as to whether or not the connection is possible, the accuracy of determination as to whether or not the connection is possible can be improved, and the satisfaction of the recipient 142 and the caller 112 can be improved.

  As mentioned above, although preferred embodiment of this invention was described referring an accompanying drawing, it cannot be overemphasized that this invention is not limited to this embodiment. It will be apparent to those skilled in the art that various changes and modifications can be made within the scope of the claims, and these are naturally within the technical scope of the present invention. Understood.

  For example, in the above-described embodiment, the “call” has been particularly described as the communication. However, various existing communication formats can be adopted, and even in such a case, the three-party call or the two-party in the above-described embodiment can be used. By replacing the call with three-party communication or two-party communication, it is possible to obtain the same effect as the present embodiment.

  Note that each step in the communication relay method of this specification does not necessarily have to be processed in time series in the order described in the flowcharts and sequence diagrams, and may include processing in parallel or by a subroutine.

  INDUSTRIAL APPLICABILITY The present invention can be used for a communication relay system and a guidance device that relays between a transmitting side communication device and a receiving side communication device.

DESCRIPTION OF SYMBOLS 100 ... Communication relay system 110 ... Origination side communication apparatus 112 ... Originator 120 ... Relay server 130 ... Guidance device 132 ... Guidance device 140 ... Termination side communication apparatus 142 ... Termination party 230 ... Request transfer part 232 ... Communication switching part 330 ... Information Generation unit 332 ... guide connection unit 334 ... information transfer unit 336 ... connection control unit 338 ... connection notification unit

Claims (4)

A communication relay system including a relay server that relays between a caller communication device and a callee communication device, and a guide device that can be connected to the caller communication device and the callee communication device through the relay server,
The relay server is
A request transfer unit that receives a communication request to the callee communication device registered in advance from the caller communication device, and connects the caller communication device and the guide device;
The guide device includes:
According to the connection between the calling side communication device and the guidance device, through the calling side communication device, an acquisition guide unit that performs guidance for acquiring outgoing information including information of a sender of the calling side communication device;
An information generator for recording the voice uttered by the caller and acquiring the call information;
While maintaining the connection between the originating communication device and the guidance device, a guidance connection unit that connects the guidance device and the terminating communication device,
An information transfer unit for transferring the outgoing information to the called communication device;
A communication relay system comprising: A guide device connectable to the calling communication device and the receiving communication device through a relay server that relays the calling communication device and the receiving communication device,
Based on the call from the calling side communication device, according to the connection between the calling side communication device and the guidance device, the transmission information including the sender information of the calling side communication device is acquired through the calling side communication device. An acquisition guide that provides guidance for
An information generator for recording the voice uttered by the caller and acquiring the call information;
If the call information can be acquired, a guide connection unit that connects the guide device and the callee communication device while maintaining a connection between the caller communication device and the guide device;
An information transfer unit for transferring the outgoing information to the called communication device;
A guide device comprising:   In response to a connection operation from the receiving communication device, if the connection operation indicates connection permission, it further comprises a connection control unit for connecting at least the calling communication device and the receiving communication device. The guiding device according to claim 2.   The connection control unit, if the connection operation indicates connection permission, connects so that the calling communication device, the receiving communication device, and the guidance device can perform a three-party call. 3. The guide device according to 3.

Images