JP2013038750A - Telephone answer system, switching connection device, operator terminal equipment and telephone answer method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To confirm a genuine called person when an operator 3 receives a call destined to a user 1, and to connect only a call to which connection is permitted.SOLUTION: A telephone answer system for performing switching connection and proxy answer to an incoming call to user terminal equipment 10 the user 1 uses includes: operator terminal equipment 30 used by the operator 3, for answering in place of a user; and a switching connection device 4 for receiving a call to a telephone number of the user terminal equipment 10 in place of the user terminal equipment 10, and for switching connection to an arbitrary connection target. The switching connection device 4 executes a request for proxy communication of the call to the operator terminal equipment 30, while maintaining the communication connection of the call destined to the user terminal equipment. When the operator terminal equipment 30 approves proxy communication, the switching connection device 4 performs switching connection of the call to the operator terminal equipment 30 having approved. In response to connection permission to the user terminal equipment 10 from the operator terminal equipment 30, the switching connection device 4 connects the call to the user terminal equipment 10.

Description

  The present invention relates to a telephone response system, an exchange connection device, an operator terminal, and a telephone response method for an incoming call to a user terminal used by a user.

  In recent years, many so-called transfer fraud cases (or ole fraud) have occurred, such as spoofing relatives, friends, etc. using a telephone and transferring cash to a deposit account or the like. In these transfer frauds, victims such as elderly people with poor judgment ability or elderly people who are living alone and who are not close consultants, mistakenly recognize that the conversation with the criminal is talking to a close person. It will occur.

  In order to solve such a problem, there is, for example, Patent Document 1. In the technique disclosed in Patent Document 1, a voice sample is stored in advance for each call partner expected to receive an incoming call, and the received voice is compared with the voice sample of the call partner designated by the user, By discriminating suspicious calls, so-called “ole fraud” is discriminated.

JP 2005-184618 A

  However, in the technique disclosed in Patent Document 1, all audio samples must be accumulated in advance, for example, so-called “spoofing fraud” or the like, which pretends to be a police or a lawyer, There has been a problem that a suspicious call from a call partner whose voice sample is not stored in advance cannot be determined.

  Therefore, the present invention has been made in view of the above points, and for telephone calls addressed to users such as elderly people, telephone fraud is performed by the operator once receiving the call addressed to the user and confirming the identity. It is an object of the present invention to provide a telephone response system, an exchange connection device, an operator terminal and a telephone response method that can prevent the occurrence of an incident.

  In order to solve the above-described problems, the present invention provides a telephone response system that performs exchange connection and proxy response to an incoming call to a user terminal used by a user. An operator terminal to be used and an exchange connection device that receives a call for the telephone number of the user terminal as a proxy for the user terminal and exchanges and connects to an arbitrary connection destination. An operator terminal that has been approved when a request for a proxy call is made to the operator terminal while the communication connection for the call destined for the user terminal is maintained, and the operator terminal approves the proxy call. The call is exchanged and connected to the machine, and the call is connected to the user terminal in response to the connection permission from the operator terminal to the user terminal.

Another invention is a telephone response method for performing exchange connection and proxy response to an incoming call to a user terminal used by a user,
(1) In the exchange connection device, a proxy response step of receiving a call for the telephone number of the user terminal as a proxy of the user terminal;
(2) In the switching connection device, while maintaining the communication connection for the call destined for the user terminal, the proxy call is requested to the operator terminal used by the operator who answers the call instead of the user. Proxy call request step,
(3) When the operator terminal approves the proxy response, in the exchange connection device, the proxy call connection step of exchanging and connecting the call to the approved operator terminal;
(4) An exchange connection step of connecting a call to the user terminal in response to a connection permission from the operator terminal to the user terminal.

  According to these inventions, a call addressed to a user who is a user is first connected to a terminal for an operator, and only a call for which the caller is determined to be an acquaintance of the user is sent to the user terminal. Because it is connected to the machine, users such as elderly people do not interact with the suspicious person and can prevent wire fraud.

  In the above invention, the user information storage device that stores information related to the user on the exchange connection device side, and the user related to the user related to the proxy call from the user information storage device in parallel with the proxy call on the operator terminal. It is preferable to further include an information output unit that acquires information and outputs it on the operator terminal side.

  Here, the information related to the user includes, for example, information such as the user name, address, date of birth, family structure, names of children and grandchildren. In this case, since the operator can browse information about the user, it is possible to more accurately determine whether or not the caller is an acquaintance of the user, and appropriately prevent transfer fraud and the like. it can.

  In the above invention, the operator terminal further includes a connection information transmitting unit that transmits information related to connection permission or proxy calling to the exchange connection device in parallel with the agent call, and the exchange connection device includes a connection information transmission unit. When the connection permission is included in the information received from, it is preferable to execute connection to the user terminal for the call related to the proxy response.

  In this case, only calls for which the operator terminal is permitted to connect are connected to the user terminal, so that users such as the elderly can be prevented from suffering wire fraud due to calls from suspicious individuals. be able to. The information related to the proxy call includes, for example, the fact that the call was from a suspicious person and the telephone number at that time. In this case, since information related to the proxy call is transmitted to the exchange connection device, information from a suspicious person such as a transfer fraud can be unified.

  In the above invention, the information processing apparatus further includes an operator information storage device that stores information related to the operator on the exchange connection device side. The exchange connection device receives a call for the telephone number of the user terminal, and specifies a connection destination for exchange connection. It is preferable that the operator information connection device has a function of searching, selecting, and executing a proxy call request.

  Here, the information related to the operator includes information such as the telephone number of the operator terminal, presence / absence of proxy calling, and priority for each user terminal. In such a case, for example, by referring to the presence / absence of a proxy call by the exchange connection device, it is possible to exchange and connect to an operator terminal that can reliably make a proxy call, so a call from a legitimate caller is connected. Can be prevented, and the reliability of the proxy response service can be improved.

  In addition, for example, when an operator terminal is selected using the priority for each user terminal, it is possible to make the call to a specific user correspond to the same operator. A feeling of security can be given to the caller and the user, and the reliability of the proxy response service can be improved.

  In the telephone answering system and the telephone response method, the following other inventions such as an operator terminal and an exchange connection device can be used.

  That is, the invention of the exchange connection device is an exchange connection device that performs exchange connection and proxy response to an incoming call to a user terminal used by a user, and makes a call to the telephone number of the user terminal. , Receiving the call on behalf of the user while maintaining the communication connection for the call destined for the user terminal and the proxy response unit that receives and substitutes for an arbitrary connection destination as a proxy for the user terminal The operator terminal used by the responding operator has a proxy call request unit for executing a proxy call request, and the proxy response unit is for the approved operator when the operator terminal approves the proxy response. The call is exchanged and connected to the terminal, and the call is connected to the user terminal in response to the connection permission from the operator terminal to the user terminal.

  Further, the invention of the operator terminal is an operator terminal used by an operator who responds on behalf of the user with respect to an incoming call to the user terminal used by the user. Receives a call for a number as a proxy for a user terminal and establishes a communication path for an exchange connection device that is exchange-connected to an arbitrary connection destination, and approval for a proxy call request from the exchange connection device And a connection permission unit that transmits a connection permission for instructing whether or not to connect to the user terminal for the call exchanged and connected from the exchange connection device.

  According to the inventions as described above, since the call addressed to the user is first connected to the operator terminal, the operator determines whether the caller is an acquaintance of the user and determines whether the call is a suspicious call. It can be determined whether or not. Thereby, it can prevent that users, such as an elderly person, meet a transfer fraud.

  As described above, according to the present invention, when an incoming call is directed to a user such as an elderly person, the operator receives the call and confirms the identity, and only the call that is permitted to connect is connected. Because it is possible to talk with users, it is possible to prevent telephone fraud cases from occurring

(A) is a conceptual diagram which shows the whole structure of the telephone response system which concerns on this embodiment, (b) is a block diagram which shows the whole structure of a telephone response system. It is a block diagram which shows the internal structure of the exchange connection apparatus which concerns on embodiment. It is a block diagram which shows the internal structure of the network side exclusive transfer apparatus which concerns on embodiment. It is a block diagram which shows the internal structure of the terminal for operators which concerns on embodiment. It is explanatory drawing which shows the relationship of each DB which concerns on embodiment. It is explanatory drawing which shows the display screen of the telephone response function which concerns on embodiment. It is a flowchart figure which shows the operation | movement regarding the exchange connection process which concerns on embodiment. It is a flowchart figure which shows the operation | movement of the whole process of the telephone response method which concerns on embodiment.

  Exemplary embodiments of a telephone answering system according to the present invention will be explained below in detail with reference to the accompanying drawings. FIG. 1A is a conceptual diagram showing the overall configuration of the telephone response system according to the present embodiment, and FIG. 1B is a block diagram showing the overall configuration of the telephone response system.

  As shown in FIGS. 1A and 1B, the proxy response system according to the present embodiment is for a user used by a user 1 such as an elderly person from a caller terminal 20 used by a caller 2. A system that provides a proxy response service for performing an exchange connection and a proxy response to an incoming call to the terminal 10, and is a communication network 5 (IP network 51 and general public line network) constructed by connecting communication lines to each other On the mobile communication network 52), the caller terminal 20, the user terminal 10, the operator terminal 30 used by the operator who responds on behalf of the user, and the exchange connection device 4 are provided. .

  The IP network 51 is constructed by mutually connecting various communication lines (public lines such as telephone lines, ISDN lines, ADSL lines, optical communication lines, dedicated lines, wireless communication networks) using the communication protocol TCP / IP. This communication network includes a LAN such as an intranet (in-company network) or a home network based on 10BASE-T, 100BASE-TX, or the like.

  The general public line network / mobile communication network 52 is a general term for telephone lines for voice calls such as fixed telephones and mobile communication. The public switched telephone network (PSTN) is a communication network of a general subscriber telephone line, and connects to the other party's telephone from the telephone by a line switching system to perform a voice call. The mobile communication network is a communication network using wireless communication. As the communication method, for example, there are FDMA method, TDMA method, CDMA method, W-CDMA, PHS (Personal Handyphone System) method, etc. Can be mentioned. The IP network 51 and the general public line network / mobile communication network 52 are connected to each other by the gateway device 8 so that data can be transmitted and received between them.

  The gateway device 8 is a call signal conversion device that connects the IP network 51 and the general public line network / mobile communication network 52 to each other, and converts packet data received from the Internet into a call signal that can be called on a general telephone line. To the general telephone network.

  A network side dedicated transfer device 7 is installed in the communication network 5. This network side dedicated transfer device 7 is a call transfer device installed in the IP network 51 and the general public line network / mobile communication network 52, and transfers a call addressed to a specific line to another pre-registered line. To do. In the present embodiment, in the network side dedicated transfer device 7, the telephone numbers of all users who receive the proxy response service are registered in advance, and all outgoing calls addressed to the user terminal 10 are transferred to the exchange connection device 4. . At the time of this transfer, the network side dedicated transfer device 7 notifies the exchange connection device 4 of both the caller telephone number and the callee telephone number.

  The caller terminal 20 and the user terminal 10 are, for example, telephones and facsimile machines used for conventional analog communication services, and have a general public line / mobile communication network connection function. The operator terminal 30 is a telephone that responds on behalf of the user to an incoming call to the user terminal 10 used by the user. In this embodiment, the operator terminal 30 is a portable telephone using wireless communication. is there. The operator terminal 30 can receive a communication service such as a telephone call and data communication while the relay point of the base station 6 and the mobile phone communicate wirelessly. The operator terminal 30 has an IP network connection function and a Web browser function, and has a function of accessing a Web page via the IP network 51 such as a browser function.

  The exchange connection apparatus 4 is an apparatus for establishing a call channel (communication link) between users by exchanging incoming telephone number information between a telephone and a subscriber exchange, between a subscriber exchange and a relay exchange, etc., according to a predetermined call control protocol. As the call control protocol, a function for ringing a ring tone of a telephone set for communication or specifying a call partner based on a telephone number is realized. In particular, in the present embodiment, the exchange connection device 4 transmits and receives control signals, and controls the communication between the user terminal and the operator terminal or the user terminal 10 to be used by the user. In response to an incoming call to the user terminal 10, communication is established or disconnected, and exchange connection and proxy response are performed.

(Configuration of each device)
Next, the configuration of the user information terminal will be described. 2 is a block diagram showing the internal configuration of the exchange connection device 4 according to the present embodiment, and FIG. 3 is a block diagram showing the internal configuration of the network side dedicated transfer device 7 according to the present embodiment. These are block diagrams which show the internal structure of the terminal 30 for operators which concerns on this embodiment. The “module” used in the description refers to a functional unit that is configured by hardware such as an apparatus or a device, software having the function, or a combination thereof, and achieves a predetermined operation. .

(1) Configuration of Exchange Connection Device 4 The exchange connection device 4 includes a communication interface 45, a storage unit 41, a control unit 42, and a connection information reception unit 43, as shown in FIG.

  The communication interface 45 is a communication interface for performing data communication, and has a function of performing contact (wired) communication by a cable, an adapter unit, etc., or non-contact communication by wireless or the like. In particular, in the present embodiment, the communication interface 45 receives a call from the caller terminal 20 through the IP network 51 and transmits display information data to be displayed on the operator terminal.

  The storage unit 41 is a database that accumulates information related to the telephone response system. In the present embodiment, the storage unit 41 mainly includes a user information DB 41a, an operator information DB 41b, and a display information DB 41c. The user IDs are associated with each other based on a user ID for identifying each user.

  The user information DB 41a is a memory device that stores various types of information related to registered users. In this embodiment, the user ID includes a user telephone number, a user ID, an IP address of a user information terminal, and an incoming call permission number. A table T1 including an incoming call rejection number and the like is stored.

  The operator information DB 41b is a memory device that stores information related to each operator. In this embodiment, the operator ID includes a telephone number of the operator terminal, presence / absence of proxy call, priority for each user terminal, A table T2 such as the IP address of the operator terminal used and the past correspondence record is stored. The display information DB 41b is a memory device that stores various types of data as display information. In this embodiment, the display information DB 41b is a file relating to the user such as the user name, address, family structure, child, and grandchild name for each user ID. F1 is stored. In the present embodiment, as shown in FIG. 5, each of the DBs 41a to 41c includes a table T1 related to user information, a table T2 related to operator information, and a file F1 related to user display information based on a user ID. It is related by relation.

  The control unit 42 is an arithmetic processing unit such as a CPU, and by executing various programs on the control unit 42, functional modules such as a general OS and browser software are virtually constructed. In the present embodiment, the proxy response unit 42a, the proxy call request unit 42b, and the user are provided as functions for controlling connection of incoming calls and performing exchange connection and proxy response to incoming calls to the user terminal 10. And an information transmission unit 42c.

  The proxy response unit 42a is a module that receives a call to the telephone number of the user terminal 10 as a proxy of the user terminal 10 and exchanges and connects it to an arbitrary connection destination. Specifically, when the proxy response unit 42a receives a call, the proxy response unit 42a obtains the destination telephone number and the caller's telephone number from the call, and refers to the user information DB 41a to refer to the destination telephone number. Identify users from Then, the proxy response unit 42a determines whether or not the caller's telephone number is included in the specified user's incoming call permission number or incoming call rejection number.

  As a result of this determination processing, when the telephone number on the calling side matches the specified incoming call permission number of the user, the proxy response unit 42a processes the call from a person who is acquainted with the user 1, and The exchange connection process is executed with the terminal 10 for the user. On the other hand, if the result of the determination processing is that the calling party telephone number matches the incoming call rejection number, the proxy response unit 42a determines that the call is from a suspicious person and terminates the call or indicates that connection cannot be made. The caller terminal 20 is notified.

  On the other hand, when the telephone number on the calling side is not included in the table T1 related to the user information, the connection destination is determined to be the operator terminal 30 as a new telephone number, and the proxy call request unit 42b is notified. On the other hand, in order to instruct the proxy call request, a control signal to that effect is sent to the proxy call request unit 42b. The proxy call request unit 42b receives this control signal and requests the operator terminal 30 to perform a proxy call.

  In response to the proxy call request, when the operator terminal 30 that is the target of the proxy response approves the proxy call, approval data notifying that is returned from the operator terminal 30. When the proxy call request unit 42b receives the returned approval data, the proxy response unit 42a exchanges and connects the call addressed to the user 10 to the approved operator terminal 30.

  Further, the proxy response unit 42a has a function of receiving information related to proxy calls from the operator terminal 30, and when the information received from the operator terminal 30 includes a connection permission. A function for executing connection to the user terminal 10 is also provided for a call related to the proxy response that is on hold.

  The proxy call request unit 42b is a module that executes a proxy call request to the operator terminal 30 that responds instead of a call while maintaining a communication connection for a call addressed to the user terminal 10. When the proxy response unit 42a receives a call for the telephone number of the user terminal 10, the communication connection for the call is put on hold, and the user ID searched by the proxy response unit 42a is stored during the hold state. Obtaining and searching the connection destination for exchange connection in the operator information DB 41b, selecting them, and executing a proxy call request.

  This connection destination is selected with reference to the priority use ID item of the table T2 stored in the operator information DB 41b, and when there is an operator terminal 30 including an ID number that matches the user ID. The operator terminal 30 is selected as a request destination. On the other hand, if an ID that matches the user ID is not included in the priority usage ID item, a compatible terminal is determined randomly or according to a predetermined rule.

  The user information transmission unit 42 c is a module that acquires display information about the user from the display information DB 41 c and transmits it to the operator terminal 30 in parallel with the proxy call. Specifically, the user information transmission unit 42c selects and transmits the corresponding file F1 from the display information DB 41c based on the user ID.

  The connection information receiving unit 43 is a module that receives information related to connection permission or proxy call from the operator terminal 30 in parallel with proxy call. The information regarding the connection permission is a signal indicating that the connection between the caller terminal 20 and the user terminal is permitted, and the information regarding the proxy call is, for example, that the call is from a suspicious person Phone number. When receiving the information, the connection information receiving unit 43 transmits the information to the proxy response unit 42a.

(2) Configuration of Network Side Dedicated Transfer Device 7 Next, the internal configuration of the network side dedicated transfer device 7 will be described. As shown in FIG. 3, the network side dedicated transfer device 7 includes a transfer processing unit 74, a destination number determination unit 71, a user DB 72, and a connection destination determination unit 73.

  The transfer processing unit 74 is a communication interface for performing transmission / reception of a signal related to a call and exchange connection for switching a transfer destination, and performs contact (wired) communication by wireless, non-contact communication, cable, adapter means, or the like. It has a function to do. In this embodiment, a call addressed to the user terminal 10 that is called by the user is received.

  The destination number determination unit 71 is a module that obtains the telephone number of the other party from the call from the caller terminal 20, and refers to the user DB 72 to determine whether or not the call destination is a proxy response service target. is there. The user DB 72 is a memory device that stores the telephone number of the user terminal 10 that is a user.

  The connection destination determination unit 73 is a module that determines the connection destination of the call from the caller terminal 20 based on the information determined by the destination number determination unit 71. In the present embodiment, when the call destination is the target of the telephone response service, the call is connected to the exchange connection device 4, and when the call destination is not the target of the telephone response service, the call destination is as usual. Control to connect the call.

(3) Configuration of operator terminal 30
As shown in FIG. 4, the operator terminal device 30 includes a microphone 303 that inputs an audio signal, a speaker 304 that outputs an audio signal, and an audio unit 302 as a module related to call processing. The voice unit 302 is a module that executes a normal call by transmitting and receiving voice signals. For example, the voice input from the microphone 303 of the receiver is transmitted as a voice signal from the voice unit 302 through the line, and is received through the line. Audio signal is output from the speaker 304 of the handset as voice.

  The operator terminal 30 includes an input interface 308 and an output interface 306 as modules relating to the user interface. The input interface 308 is a device for inputting a user operation such as an operation button, a touch panel, or a jog dial. In this embodiment, an operation for the proxy response service is received using a touch panel provided on the display unit 305.

  The output interface 306 is a device that outputs video and sound. A display unit 305 such as a liquid crystal display is connected to the output interface 306, and a GUI (Graphical User Interface) constructed by an application is displayed on this display unit. 305 is displayed. In particular, in the present embodiment, in parallel with the proxy call, information related to the user related to the proxy call is acquired from the user information storage device and output on the operator terminal side.

  In the present embodiment, the input interface 308 and the output interface 306 display a GUI related to the telephone answering system on the window of the display unit 305, and the user performs a confirmation operation on the touch panel through this GUI.

  The communication unit 301 is a communication interface for performing a call or data communication. In this embodiment, the communication unit 301 is a wireless communication function based on a mobile communication protocol for performing a call or data communication, and for data communication such as a wireless LAN. Wireless communication function based on the above protocol. In particular, in the present embodiment, the communication unit 301 has a function of receiving a call for the telephone number of the user terminal 10 as a proxy of the user terminal 10 and establishing a communication path for the exchange connection device 4. I have. In this embodiment, the operator terminal 30 is a mobile terminal and is configured to perform non-contact communication by radio or the like. However, the present invention is not limited to this, and contact is made by a cable, adapter means, or the like. (Wired) communication may be performed.

  In addition, the operator terminal 30 includes an application execution unit 309, a storage unit 310, an approval unit 311, a connection permission unit 312 and a connection information transmission unit 313 as modules relating to a telephone response function.

  The storage unit 310 is a memory device that stores programs for executing an OS and a browser, and programs for various applications installed in the terminal. Further, in the present embodiment, information related to a user related to a proxy call is acquired from the exchange connection device 4 and recorded.

  The application execution unit 309 is an arithmetic processing unit such as a CPU, and by executing various programs on the application execution unit 309, each functional module such as a general OS and browser software is virtually constructed. The application execution unit 309 includes an information output unit 309a. The information output unit 309a is a module that executes an application for an operator to receive a telephone response and constructs a user interface related to the telephone response. In the present embodiment, a graphic user interface including an interface for starting and executing an application is constructed in the window of the display unit 305.

  Here, the screen display for each function executed in the information output unit 309a will be described. FIG. 6 is an explanatory diagram showing a display screen of the telephone response function according to the present embodiment.

  First, when a proxy call is requested from the exchange connection device 4, the information output unit 309a displays a window 305a on the screen on the display unit 305 as shown in FIG. The window 305a includes a caller's telephone number 305b, a screen 305c regarding whether to approve the proxy call, an approval button 305d for approving the proxy call on the screen, and a screen for rejecting the proxy call. A reject button 305e is also displayed.

  Further, when the proxy call with the caller terminal 20 is started, the information output unit 309a relates to the user related to the proxy call in the window 305a in parallel with the proxy call, as shown in FIG. 6B. In addition to outputting information, a connection permission button 305f for permitting connection to the user terminal 10, a report button 305g for notifying information related to the exchange connection related to the proxy call, and a call end button 305h are displayed together.

  The approval unit 311 is a module that approves the proxy call request from the exchange connection device 4. When the approval button 305 d is selected by the user, approval data is generated and transmitted to the connection information transmission unit 313. The

  The connection permission unit 312 is a module that transmits a connection permission for instructing whether or not to connect to the user terminal 10 for a call exchanged and connected from the switching connection device 4, and the connection permission button 305f is selected by the user. In this case, data for connection permission is generated and transmitted to the connection information transmission unit 313.

  The connection information transmission unit 313 is a module that transmits information related to connection permission or proxy call to the exchange connection device 4 in parallel with the proxy call, and each data generated by the approval unit 311 and the connection permission unit 312 includes: The data is transmitted to the exchange connection device 4 via the communication unit 301.

(Telephone response method)
The telephone answering method can be implemented by operating the telephone answering system having the above configuration. FIG. 7 is a flowchart showing an operation for determining an exchange connection destination when a call according to the present embodiment is received, and FIG. 8 shows an operation of the overall processing of the telephone response method according to the present embodiment. It is a flowchart figure.

  First, the exchange connection destination determination operation performed when the exchange connection device 4 receives a call will be described. As shown in FIG. 7, first, the proxy response unit 42a receives a call for the telephone number of the user terminal 10 as a proxy of the user terminal 10 (S101), and the destination telephone from the call. The number and the telephone number of the caller are acquired (S102).

  Then, the proxy response unit 42a refers to the table T1 of the user information DB 41a (S103), identifies the user from the destination telephone number, and the caller's telephone number matches the incoming call permission number of the identified user. It is determined whether or not they match (S104). If the caller's telephone number matches the incoming call permission number (“Y” in S104), it is processed as a call from an acquaintance of the user, and the exchange connection process is executed with the connection destination as the user terminal 10 (S106). On the other hand, if it does not match the incoming call permission number (“N” in S104), it is next determined whether or not the telephone number matches the incoming call rejection number.

  On the other hand, if the caller telephone number matches the incoming call rejection number (“Y” in S105), it is determined that the call originates from a suspicious person and the call is terminated or the connection cannot be established. The terminal 20 is notified (S107). On the other hand, if the caller's telephone number does not match the incoming call rejection number (“N” in S105), a decision is made to connect to the operator terminal 30 as a new telephone number (S108).

  Next, the overall processing operation of the telephone response method will be described. In this embodiment, the destination telephone number is the telephone number of the user of the service, and the calling side telephone number is neither an incoming call permission number nor an incoming call rejection number.

  First, the caller terminal 20 makes a call to the telephone number of the user terminal 10 (S501). At this time, in the communication network 5, the network side dedicated transfer device 7 determines whether or not the call to the user terminal 10 is a user of the telephone response system. In this embodiment, since the user is a user of the telephone support system from the telephone number, the destination number determination unit 71 determines the connection destination as the exchange connection device 4 and transfers this call to the exchange connection device 4.

  The proxy response unit 42a of the exchange connection device 4 receives this call as a proxy for the user terminal 10 (S201). Then, the proxy response unit 42a refers to the telephone number on the caller side and determines whether the connection destination is the operator terminal 30 or the user terminal 10 or the connection is terminated (S101 to S108). In this embodiment, since the telephone number on the calling side is neither an incoming call permission number nor an incoming call rejection number, it is determined to be connected to the operator terminal 30 and the information is transmitted to the proxy call request unit 42b.

  The proxy call request unit 42b executes a proxy call request to the operator terminal 30 that responds instead of the user 1 with respect to the call while maintaining the communication connection for the call. Specifically, when receiving a call for the telephone number of the user terminal 10, the proxy call request unit 42 b refers to information related to the operator stored in the operator information DB 41 b and searches for a connection destination for exchange connection. Then, the proxy call request is executed (S203).

  When the operator terminal 30 receives the proxy call request (S301), the information output unit 309a constructs a graphic user interface in the window 305a of the display unit 305. As shown in FIG. A window 305a relating to the proxy call request is displayed on the display unit 305. At this time, when the operator 3 selects and operates the approval button 305d for approving the proxy response, the approval unit 311 generates approval data, and the connection information transmission unit 313 transmits the approval data to the exchange connection device 4. (S302). Upon receiving the approval information (S204), the proxy response unit 42a exchanges and connects the call to the approved operator terminal 30 (S205). Thereby, the proxy call is started between the caller terminal 20 and the operator terminal 30 (S502 and S304).

  After the proxy call is started, the user information transmission unit 42c extracts information related to the user related to the proxy call from the user information DB 41a and transmits the information to the operator terminal 30 (S206). The operator terminal 30 receives the information about the user (S305), and displays the information about the user on the window 305a of the display unit 305 as shown in FIG. 5B by the control of the information output unit 309a. (S306). At this time, a connection permission button 305f, a report button 305g, and a call end button 305h are displayed together on the window 305a.

  When the operator selects and operates the connection permission button 305f (S307), the connection permission unit 312 generates information regarding the exchange connection including the connection permission, and the connection information transmission unit 313 performs the exchange connection device in parallel with the proxy call. Information about the exchange connection is transmitted to 4 (S308). The connection information receiving unit 43 of the exchange connection device 4 receives information related to exchange connection (S207), and transmits the information to the proxy response unit 42a. Upon receiving the connection permission, the proxy response unit 42a executes connection to the user terminal 10 for the call related to the proxy response (S208). The user terminal 10 receives the transferred call (S401), and a call is started between the caller terminal 20 and the user terminal 10 (S503 and S402).

(Action / Effect)
According to this embodiment, a call addressed to a user who is the user 1 is first connected to the operator terminal 30 and the caller 2 is determined to be an acquaintance of the user 1. Since only the call is connected to the user terminal 10, the user 1 such as an elderly person does not interact with the suspicious person and can prevent a transfer fraud. In particular, in the present embodiment, on the operator terminal 30, the information about the user related to the proxy call is output in parallel with the proxy call, so the operator 3 can browse the information about the user, It is possible to determine more accurately whether or not the caller 2 is an acquaintance of the user 1.

  In this embodiment, when the operator terminal 30 determines that the caller is an acquaintance of the user, the operator terminal 30 transmits information related to connection permission to the exchange connection device, and the exchange connection device. 4, when connection permission is included in the information received from the connection information transmission unit 313, the connection to the user terminal 10 is executed for the call related to the proxy response. A caller can talk to the user 1 as usual without disconnecting the call.

  Further, in the present embodiment, when the exchange connection device 4 receives a call for the telephone number of the user terminal 10, the exchange connection device 4 searches for a connection destination for exchange connection based on the priority user ID included in the operator information. Since the request for the proxy call is selected, the call to the specific user 1 can be made to correspond to the same operator 3, and the caller or the user 1 can be dealt with. Can give a sense of security and improve the reliability of the proxy response service.

F1 ... File T1 ... Table T2 ... Table 1 ... User 2 ... Sender 3 ... Operator 4 ... Exchange connection device 5 ... Communication network 6 ... Base station 7 ... Network side dedicated transfer device 8 ... Gateway device 10 ... User terminal 20 ... Caller terminal 30 ... Operator terminal 41 ... Storage unit 41a ... User information DB
41b ... Operator information DB
41c ... Display information DB
DESCRIPTION OF SYMBOLS 42 ... Control part 42a ... Proxy response part 42b ... Proxy call request part 42c ... User information transmission part 43 ... Connection information reception part 45 ... Communication interface 51 ... IP network 52 ... General public network / mobile communication network 71 ... Destination number Judgment part 72 ... User DB
73 ... Connection destination determination unit 74 ... Transfer processing unit 301 ... Communication unit 302 ... Audio unit 303 ... Microphone 304 ... Speaker 305 ... Display unit 305a ... Window 305b ... Phone number 305c ... Screen 305d ... Approve button 305e ... Reject button 305f ... Connection Permission button 305g ... Report button 305h ... Call end button 306 ... Output interface 308 ... Input interface 309 ... Application execution unit 309a ... Information output unit 310 ... Storage unit 311 ... Approval unit 312 ... Connection permission unit 313 ... Connection information transmission unit 390 ... Terminal for operator

Claims (13)

A telephone answering system that performs exchange connection and proxy response to an incoming call to a user terminal used by a user,
An operator terminal used by an operator responding on behalf of the user;
An exchange connection device that receives a call to the telephone number of the user terminal as a proxy of the user terminal and exchanges and connects to an arbitrary connection destination;
The exchange connection device performs a proxy call request to the operator terminal for the call while maintaining the communication connection for the call destined for the user terminal, and the operator terminal performs the proxy call. When approved, the call is exchanged and connected to the approved operator terminal, and the call is transferred to the user terminal according to the connection permission from the operator terminal to the user terminal. A telephone answering system characterized by connecting to the telephone. A user information storage device for storing information about the user on the exchange connection device side;
On the operator terminal, in parallel with the proxy call, an information output unit that obtains information related to the user related to the proxy call from the user information storage device and outputs the information on the operator terminal side; The telephone answering system according to claim 1, further comprising: On the operator terminal, in parallel with the proxy call, further comprising a connection information transmission unit that transmits information related to the connection permission or the proxy call to the exchange connection device,
When the connection permission is included in the information received from the connection information transmission unit, the exchange connection device executes connection to the user terminal for the call related to the proxy response. The telephone answering system according to claim 1 or 2, characterized by the above-mentioned. An operator information storage device for storing information about the operator on the exchange connection device side;
When the exchange connection device receives a call for the telephone number of the user terminal, the exchange connection device searches and selects a connection destination for exchange connection in the operator information connection device, and executes the proxy call request. The telephone answering system according to any one of claims 1 to 3, wherein the telephone answering system has a function. An exchange connection device that performs exchange connection and proxy response to an incoming call to a user terminal used by a user,
A proxy response unit that receives a call to the telephone number of the user terminal as a proxy of the user terminal and exchanges and connects to an arbitrary connection destination;
A proxy call request unit that executes a proxy call request to an operator terminal used by an operator who responds to the call on behalf of the user while maintaining a communication connection for the call destined for the user terminal And
When the operator terminal approves the proxy response, the proxy response unit exchanges and connects the call to the approved operator terminal, and from the operator terminal to the user terminal An exchange connection device for connecting the call to the user terminal according to connection permission. A user information storage device for storing information about the user on the exchange connection device side;
In parallel with the proxy call, the apparatus includes a user information transmission unit that acquires information about a user related to the proxy call from the user information storage device and transmits the information to the operator terminal. The exchange connection device according to Item 5. From the operator terminal, in parallel with the proxy call, further comprising a connection information receiving unit for receiving the connection permission or information related to the proxy call,
When the connection permission is included in the information received from the connection information transmission unit, the exchange connection device executes connection to the user terminal for the call related to the proxy response. The exchange connection device according to claim 5 or 6, characterized by the above-mentioned. An operator information storage device for storing information about the operator on the exchange connection device side;
The proxy call request unit, when receiving a call for the telephone number of the user terminal, searches the operator information connection device for a connection destination to be exchanged and selects and executes the request for the proxy call The exchange connection device according to claim 5, wherein the exchange connection device has a function of For an incoming call to a user terminal used by a user, an operator terminal used by an operator who responds on behalf of the user,
A communication unit that establishes a communication path for an exchange connection device that receives a call for the telephone number of the user terminal as a proxy of the user terminal and exchanges and connects to an arbitrary connection destination;
An approval unit that approves a proxy call request from the exchange connection device;
An operator terminal, comprising: a connection permission unit that transmits a connection permission for instructing whether or not to connect to the user terminal for the call exchanged and connected from the exchange connection device. An information output unit that acquires and outputs information about the user related to the proxy call in parallel with the proxy call from the user information storage device that stores information about the user on the exchange connection device side;
10. The operator terminal according to claim 9, further comprising a connection information transmitting unit that transmits the connection permission or the information related to the proxy call to the exchange connection device in parallel with the proxy call. . A telephone answering method for performing exchange connection and proxy response to an incoming call to a user terminal used by a user,
In the exchange connection device, a proxy response step of receiving a call for the telephone number of the user terminal as a proxy of the user terminal;
In the exchange connection device, while maintaining communication connection for the call destined for the user terminal, a request for a proxy call is made to the operator terminal used by the operator who responds on behalf of the user for the call. Proxy call request step to be executed,
When the operator terminal approves a proxy response, in the exchange connection device, a proxy call connection step of exchanging the call to the approved operator terminal,
A telephone answering method comprising: an exchange connection step of connecting the call to the user terminal in response to a connection permission from the operator terminal to the user terminal. An information output step of acquiring and outputting information related to the user related to the proxy call in parallel with the proxy call from the user information storage device that stores information related to the user on the exchange connection device side;
In parallel with the proxy call, it further includes a connection information transmission step for transmitting information related to the connection permission or the exchange connection related to the proxy call to the exchange connection device,
In the exchange connection step, when the connection permission is included in the information relating to the exchange connection received from the operator terminal, the exchange connection device is configured to perform the call for the proxy response for the user. 12. The telephone answering method according to claim 11, wherein connection to a terminal is executed. In the proxy response requesting step, when a call for the telephone number of the user terminal is received, an operator information connection device that stores information on the operator searches for and selects a connection destination for exchange connection, and 13. The telephone response method according to claim 11 or 12, wherein a request for proxy call is executed.