JP2015133583A - Telephone transfer system, telephone transfer device, telephone transfer method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone transfer system for automatically transferring a telephone call by determining an appropriate transfer destination before taking a telephone call from a caller.SOLUTION: A telephone transfer system includes: a telephone transfer device; and multiple terminals for receiving call origination to be transferred by the telephone transfer device. The telephone transfer device includes: a customer information database for registering multiple telephone numbers for each customer and registering the respective telephone numbers and transfer destination identification information with respect to the telephone numbers by association; and a telephone number database for registering transfer destination telephone numbers for each piece of transfer destination identification information. The telephone transfer device also includes a control unit that receives call origination from an origination terminal, searches the customer information database with the origination number of the origination terminal to be supplied when the call origination is performed as a key so as to obtain transfer destination identification information corresponding to the origination terminal, subsequently searches the telephone number database with the transfer destination identification information as a key so as to determine the transfer destination telephone number to which the call origination is to be transferred, and then transfers the call origination to the terminal of the transfer destination telephone number.

Description

  The present invention relates to a telephone transfer system, a telephone transfer device, a telephone transfer method, and a program.

  When a call is received from a customer at a call center or the like, usually, after hearing the contents of the customer's inquiry, the telephone is searched for an appropriate window and transferred. However, due to lack of personnel experience, it may take time to search for an appropriate window and it may be difficult to respond quickly to customer requests. Also, the customer's first call may not find an appropriate forwarding department, and the customer may have to call another number.

  Therefore, in call centers, etc., in order to improve the efficiency of answering calls and improve services for customers, a system equipped with a function to guide the caller to select the department to which the call is to be transferred with a push button is introduced. May be.

  Patent Document 1 discloses a telephone system that performs a missed call transfer only for a necessary incoming call when a call missed call is performed. In the telephone system, a registration table in which a caller number (customer telephone number) is associated with a transfer destination is stored in advance, the registration table is searched based on the caller number included in the incoming call, and the incoming call is received. Find the forwarding destination for the call. The incoming call is transferred to the transfer destination only when the transfer destination is specified, and the normal call processing is performed when the transfer destination is not specified (that is, not registered in the registration table). ing.

JP 2007-258950 A

  The following analysis is given by the present invention.

  When a customer makes an inquiry call to a call center or the like, it is expected to realize a system in which the call is automatically transferred to an appropriate department or person in charge according to the customer's requirements.

  However, in the above-described function of selecting a department to be transferred with a push button, the caller (customer) must perform an operation of operating the push button while listening to voice guidance, and this operation is a burden on the caller. . In addition, it takes time to listen to the voice guidance and acquire information necessary for the operation.

  Further, in Patent Document 1, it is possible to perform call forwarding only for necessary incoming calls. However, there is a problem with regard to making a call forwarding destination a department or a person in charge according to customer requirements. There is a lack of recognition of the points, and for this reason, it has not been fully examined.

  Accordingly, an object of the present invention is to provide a telephone transfer system that can contribute to automatic transfer of a call by determining an appropriate transfer destination before taking a call from a caller.

  A telephone transfer system according to a first aspect of the present invention is a telephone transfer system including a telephone transfer device and a plurality of terminals that receive a call transferred by the telephone transfer device. The telephone transfer apparatus can register a plurality of telephone numbers for each customer, and includes a customer information database in which each telephone number and transfer destination identification information for the telephone number are registered in association with each other. In addition, the telephone transfer device includes a telephone number database in which transfer destination telephone numbers are registered for each transfer destination identification information. Further, the telephone transfer device receives a call from a calling terminal, searches the customer information database using a calling number of the calling terminal supplied at the time of the call as a key, and identifies a transfer destination corresponding to the calling terminal After obtaining the information, the telephone number database is searched using the transfer destination identification information as a key to determine the transfer destination telephone number to which the call is transferred, and the call is transferred to the terminal of the transfer destination telephone number A control unit.

  A telephone transfer system according to a second aspect of the present invention is a telephone transfer system including a telephone transfer device and a plurality of terminals that receive a call transferred by the telephone transfer device. The telephone transfer device includes a control unit having a transmission pattern identification unit that identifies whether a transmission pattern is any one of predetermined specific transmission patterns. Further, the telephone transfer device includes a customer information database in which transfer destination identification information for a combination of the customer's telephone number and the identification result of the call pattern identification unit is registered for each customer. Further, the telephone transfer device includes a telephone number database in which transfer destination telephone numbers are registered for each transfer destination identification information. Here, the control unit receives a call from the calling terminal, and uses the calling number of the calling terminal supplied at the time of the call and the identification result of the calling pattern by the calling pattern identifying means as a key. After searching the customer information database to obtain transfer destination identification information, the phone number database is searched using the transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred, and the transfer The call is transferred to the terminal having the destination telephone number.

  The telephone transfer method according to the third aspect of the present invention includes the following steps. That is, in the telephone transfer method, a plurality of telephone numbers can be registered for each customer, and each telephone number and transfer destination identification information for the telephone number are associated with each other in advance in the customer information database. A registration step and a second registration step of previously registering a transfer destination telephone number in the telephone number database for each transfer destination identification information. In addition, the telephone transfer method receives a call from a calling terminal, searches the customer information database using a calling number of the calling terminal supplied at the time of the call as a key, and identifies a transfer destination corresponding to the calling terminal Obtaining information. The telephone transfer method includes a step of searching the telephone number database using the acquired transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred. The telephone transfer method further includes the step of transferring the call to the terminal having the transfer destination telephone number.

  The program according to the fourth aspect of the present invention causes a computer to execute the following processing. That is, the program can register a plurality of telephone numbers for each customer, associates each of the telephone numbers with transfer destination identification information for the telephone numbers, and registers them in a customer information database in advance, and the transfer Processing for pre-registering a transfer destination telephone number in the telephone number database for each destination identification information, and searching the customer information database by using the transmission number of the transmission terminal supplied at the time of a call from the transmission terminal as a key A process of acquiring transfer destination identification information corresponding to the process, a process of determining the transfer destination telephone number for transferring the call by searching the telephone number database using the acquired transfer destination identification information as a key, and the transfer And causing the computer to execute the process of transferring the call to the terminal of the destination telephone number. The program can be stored in a non-transient storage medium.

  According to the present invention, it is possible to provide a telephone transfer system that can contribute to automatic transfer of a call by determining an appropriate transfer destination before taking a call from a caller.

It is a block diagram which shows the structure of the telephone transfer system which concerns on one Embodiment. It is a block diagram which shows the structure of the telephone transfer system which concerns on 1st Embodiment. It is a figure which shows an example of the customer information database which concerns on 1st Embodiment. It is a figure which shows an example of the telephone number database which concerns on 1st Embodiment. It is a flowchart which shows operation | movement of the telephone transfer system which concerns on 1st Embodiment. It is a block diagram which shows the structure of the telephone transfer system which concerns on 2nd Embodiment. It is a figure which shows an example of the customer information database which concerns on 2nd Embodiment. It is a figure which shows an example of the telephone number database which concerns on 2nd Embodiment. It is a flowchart which shows operation | movement of the telephone transfer system which concerns on 2nd Embodiment. It is a figure which shows an example of the customer information database which concerns on the modification of 1st Embodiment. It is a figure which shows the transmission terminal (PC terminal) which concerns on the modification of 2nd Embodiment.

  First, an outline of an embodiment of the present invention will be described. Note that the reference numerals of the drawings added in the description of the outline of the embodiment are merely examples for facilitating understanding, and are not intended to be limited to the illustrated modes.

  As shown in FIG. 1, a telephone transfer system 101 according to an embodiment is a telephone transfer system including a telephone transfer device 10 and a plurality of terminals 6 a to 6 b that receive a call transferred by the telephone transfer device 10. is there. The telephone transfer device 10 can register a plurality of telephone numbers (phone numbers of a plurality of terminals owned by the customer (calling terminal 4, terminal 44, etc.) in FIG. 1) for each customer. A customer information database 16 in which transfer destination identification information for the telephone number is registered in association with each other, and a telephone number database 17 in which transfer destination telephone numbers are registered for each transfer destination identification information. Further, the telephone transfer device 10 receives a call from the calling terminal 4, searches the customer information database 16 using the calling number of the calling terminal 4 supplied at the time of the call as a key, and transfers corresponding to the calling terminal 4 After obtaining the destination identification information, the telephone number database 17 is searched using the forwarding destination identification information as a key to determine the forwarding destination telephone number to which the call is to be transferred, and the terminal (6a-b etc.) 1) includes a control unit 12 for transferring the call.

  According to the one embodiment, a plurality of telephone numbers can be registered for each customer in the customer information database 16, and each telephone number and transfer destination identification information are registered in association with each other. As a result, the customer conveys the message to the telephone transfer system 101 side depending on which terminal of the plurality of terminals owned by the customer calls (in FIG. 1, the calling terminal is the calling terminal 4). be able to. The telephone transfer system 101 can identify the customer who made the call and which terminal the customer used by searching the customer information database 16 based on the call number supplied at the time of the call. The transfer destination identification information corresponding to the terminal used by can be acquired. Then, a transfer destination telephone number is registered in advance in the telephone number database 17 for each transfer destination identification information, and the phone number database 17 is searched based on the transfer destination identification information acquired in the customer information database 16, so that the customer Before taking a call from the customer, the call can be automatically transferred to a transfer destination suitable for the message conveyed by the customer.

  In the telephone transfer system (1 in FIG. 2), transfer destination identification information in the customer information database (56 in FIG. 10) includes a plurality of telephone numbers for each customer (“xxx-xxx-xxxx”, “yyy-yy in FIG. 10). -Yyy "etc.) and the other party's phone number (" JJJ-JJ-JJJJ "," KKK-KK-KKKK ", etc. in FIG. 10) Also good. Here, the control unit (12 in FIG. 2) uses the caller ID of the caller terminal (4 in FIG. 2) and the destination telephone number called by the caller terminal (4 in FIG. 2) as a key. 10) 56) may be retrieved to obtain transfer destination identification information.

  The transfer destination identification information (FIG. 3, etc.) includes the type information (“computer”, “printer”, etc.) of the device owned by the customer, the maintenance information of the device (“periodic maintenance”, etc. of FIG. 3), At least one of the failure contents of the device (such as “hardware failure” in FIG. 3), suspected failure parts of the device, and operation system information used by the customer (such as “inventory management system” in FIG. 3) May be included.

  As shown in FIG. 6, the telephone transfer system 2 according to another embodiment includes a telephone transfer device 20 and a plurality of terminals 36 a and 36 b that receive a call transferred by the telephone transfer device 20. It is. The telephone transfer device 2 includes a control unit 22 having transmission pattern identification means (corresponding to the transmission pattern identification unit 30) for identifying whether or not the transmission pattern is one of predetermined specific transmission patterns. Further, the telephone transfer device 20 registers, for each customer, transfer destination identification information corresponding to a combination of the customer's telephone number and the identification result of the transmission pattern identification means (corresponding to the transmission pattern identification unit 30). A customer information database 26 is provided. Further, the telephone transfer device 20 includes a telephone number database 27 in which transfer destination telephone numbers are registered for each transfer destination identification information. Here, the control unit 22 receives a call from the transmission terminal 4 and transmits the call by the transmission number of the transmission terminal 4 supplied at the time of the call and the transmission pattern identification means (corresponding to the transmission pattern identification unit 30). The customer information database 26 is searched using the pattern identification result as a key to obtain transfer destination identification information, and then the telephone number database 27 is searched using the transfer destination identification information as a key to determine the transfer destination telephone number to which the call is transferred. The call is transferred to the terminal (one of 36a-b) of the transfer destination telephone number.

  In the telephone transfer system 2 described above, the specific call pattern is obtained after the caller terminal (4 in FIG. 6) disconnects the call before the call from the caller terminal (4 in FIG. 6) is transferred. A transmission pattern in which a transmission terminal (4 in FIG. 6) makes a call may be used.

  In the telephone transfer system 2 described above, the call pattern identifying means (corresponding to the call pattern identifying unit 30 in FIG. 6) of the control unit (22 in FIG. 6) receives the call of the specific call pattern and then sends the calling terminal (FIG. 6). 4) measure the call time until the call is disconnected, and the customer information database (26 in FIG. 6 and FIG. 7) shows the transfer destination identification information for each of the specific call patterns classified by call time. Register (see 26 in FIG. 7), the control unit (22 in FIG. 6), when the call pattern identification means (corresponding to the call pattern identification unit 30 in FIG. 6) has identified the specific call pattern, Based on the customer information database (26 in FIGS. 6 and 7), the corresponding transfer destination identification information may be acquired.

  The transfer destination identification information (FIG. 7, etc.) includes the type information of the device owned by the customer (“Computer”, etc. in FIG. 7), the maintenance information of the device (“Periodic maintenance of the printer” in FIG. 7), Failure information ("computer hardware failure", "printer hardware failure", etc. in FIG. 7), suspected parts of the device concerned, and information on the operation system used by the customer ("inventory management" in FIG. 3) At least one of “system” and the like.

  The telephone transfer system 2 further includes a calling terminal (50 in FIG. 11), and the calling terminal (50 in FIG. 11) executes setting of a call and operation of the set call by software. It may be configured.

  The telephone transfer method in one embodiment includes the following steps. That is, in the telephone transfer method, a plurality of telephone numbers can be registered for each customer, and each telephone number and transfer destination identification information for the telephone number are associated with each other in the customer information database (16 in FIGS. 2 and 3). ) In advance and a second registration step in which the transfer destination telephone number is registered in advance in the telephone number database (17 in FIGS. 2 and 4) for each transfer destination identification information. The telephone transfer method receives a call from a calling terminal (4 in FIG. 2) (S10 in FIG. 5) and uses the calling number of the calling terminal (4 in FIG. 2) supplied at the time of calling as a customer. It includes a step (S13 in FIG. 5) of searching the information database (16 in FIGS. 2 and 3) and acquiring transfer destination identification information corresponding to the calling terminal (4 in FIG. 2). Further, in the telephone transfer method, the telephone number database (17 in FIGS. 2 and 4) is searched using the acquired transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred (FIG. 5). S14). Further, the telephone transfer method includes a step (S15 in FIG. 5) of transferring the call to the terminal of the transfer destination telephone number (any one of 6a and 6b in FIG. 2).

  Specific embodiments will be described below with reference to the drawings.

[First Embodiment]
(Configuration of the first embodiment)
The configuration of the first embodiment will be described with reference to FIG. FIG. 2 is a block diagram showing a configuration of the telephone transfer system 1 according to the first embodiment. In FIG. 2, the telephone transfer system 1 includes a telephone transfer device 10, telephone terminals (terminals) 6a and 6b, and PC terminals 7a and 7b. The telephone transfer system 1 is installed in, for example, a call center of a device manufacturer. The telephone transfer device 10 has a private telephone exchange function and a transfer function to the outside. The private branch exchange function is a function of transferring a telephone call from a customer to any one of a plurality of telephone terminals 6a to 6b connected to the telephone transfer device 10. Here, the plurality of telephone terminals 6a and 6b are, for example, IP telephones.

  On the other hand, the transfer function to outside the company is not shown in FIG. 2, but can be realized by the following method, for example. When the telephone transfer device 10 determines to transfer to the outside, a call is made to the transfer destination. When the transfer destination responds, it receives the outside line and immediately connects the received outside line to the above-mentioned outside line. This makes it possible for a customer who makes an inquiry call to feel as if he / she is directly connected to a forwarding destination which is an external line. Note that the above method is merely an example, and any other method may be used as long as it is a method of transferring to a designated outside line.

  In FIG. 2, the customer owns a plurality of telephone terminals (4, 44) and uses one of the telephone terminals (hereinafter, the telephone terminal to be used is also referred to as “calling terminal”), and the call center of the device manufacturer. Make a call to. Here, the destination telephone number (call center number) that the customer calls when making a call is either “JJJ-JJ-JJJJ” or “KKK-KK-KKKK” as shown in FIG. When a call is made to any of the above telephone numbers, the call transfer is received by the telephone transfer system 1 of the call center, and the telephone transfer is performed by the telephone transfer system 1.

  The telephone transfer system 1 is configured to receive a call from a customer's telephone terminal (4, 44, etc.) via a call control server 3 installed in an IP (Internet Protocol) network 8. Here, the telephone terminals (4, 44, etc.) are, for example, IP telephones. The call control server 3 is also called a SIP (Session Initiation Protocol) server and is provided by a communication carrier or a provider. The call control server 3 has a function of performing call control between the calling side and the called side in an IP phone. In FIG. 2, the call control server 3 performs call control between the telephone terminal (4, 44, etc.) and the call control server 3 and between the call control server 3 and the telephone transfer device 10 by the call control information C1.

  The call control server 3 has a function of converting a destination telephone number into an IP address, a caller ID notification function, and the like. In the first embodiment, a customer is specified using a call number supplied by a caller ID notification function of the call control server 3 (details will be described later). Also, in the IP phone, the call voice is performed by transmitting a voice packet C2, as shown in FIG.

  Next, the configuration of the telephone transfer device 10 in the telephone transfer system 1 will be described. The telephone transfer device 10 includes a control unit 12 including an unPBX 11, a customer information acquisition unit 13, and a transfer destination determination unit 14. Here, unPBX is a software implementation of a private branch exchange (PBX) function. UnPBX also has a function of transferring a call outside the company.

  The customer information acquisition unit 13 and the transfer destination determination unit 14 of the control unit 12 are software that is operated by a CPU (Central Processing Unit) (not shown) included in the control unit 12. Details of the customer information acquisition unit 13 and the transfer destination determination unit 14 will be described later.

  The telephone transfer device 10 includes a storage unit 15 including a customer information database 16 and a telephone number database 17. In addition, the storage unit 15 includes various programs that are operated by a CPU (not shown) of the control unit 12, data used by each program, a work area necessary for the operation of each program, and the like.

  Next, the customer information database 16 will be described with reference to FIG. FIG. 3 is a diagram illustrating an example of the customer information database 16. As shown in FIG. 3, the customer information database 16 includes, for each customer ID, a plurality of telephone numbers owned by the customer and transfer destination identification information for each telephone number.

  Here, the transfer destination identification information is identification information necessary for determining a transfer destination to which a call is transferred, and is information associated with each telephone number. The transfer destination identification information includes at least one of the type information of the device owned by each customer, the maintenance information of the device, the failure content of the device, the suspected failure part of the device, and the operation system information used by the customer. Contains one.

  In the customer information database 16 of FIG. 3, “computer” and “printer” are registered as the type information of the devices owned by the customer. The customer (customer ID “0001”) owns the computer, and the customer (customer ID “0002”) owns the printer. Therefore, the transfer destination identification information “computer” is linked to the telephone number “xxx-xxx-xxxx” of the customer ID “0001”. In addition, transfer destination identification information “printer” is associated with the telephone number “zzz-zz-zzzz” of the customer ID “0002”.

  In addition, “regular maintenance” is registered as the maintenance information of the device. The customer (customer ID “0002”) has a regular maintenance contract for the equipment he owns, and there is a desire to be able to easily set the date and time related to the regular maintenance. Therefore, the transfer destination identification information “periodic maintenance” is linked to the telephone number “www-www-www” of the customer ID “0002”.

  In addition, “hardware failure” is registered as the failure content of the device. The customer (customer ID “0001”) wants to immediately inform the call center of the information when the hardware of the owned device fails. Therefore, the transfer destination identification information “hardware failure” is linked to the telephone number “yyy-yy-yyyy” of the customer ID “0001”.

  In addition, “inventory management system” is registered as information on the operation system used by the customer. A customer (customer ID “0002”) uses an inventory management system, and there is a demand for making a telephone inquiry regarding the inventory management system immediately available. Therefore, the transfer destination identification information “inventory management system” is linked to the telephone number “ooo-oo-oooo” of the customer ID “0002”.

  Although not set in the customer information database 16 in FIG. 3, it is possible to set a suspected part of the device as transfer destination identification information. For example, if a customer can register a suspected failure part among the equipment failures, the customer can immediately place an order for the suspected failure part by telephone inquiry. It is.

  Note that the transfer destination identification information is preferably classified according to the transfer destination of the telephone in the telephone transfer system 1 (such as a transfer department or a person in charge).

  By searching the above customer information database 16 using the telephone number of the telephone terminal 4 as a key, the customer ID and the telephone number used by the customer are specified, and transfer destination identification information corresponding to the telephone number is acquired. can do.

  Next, the telephone number database 17 will be described with reference to FIG. FIG. 4 is a diagram illustrating an example of the telephone number database 17. As shown in FIG. 4, the telephone number database 17 includes, for each transfer destination identification information, a transfer destination telephone number, a transfer destination person ID, and an IP address of the person in charge of the PC terminal. In the figure, one transfer destination telephone number is set for each transfer destination identification information, but a plurality of transfer destination telephone numbers may be assigned. Registering a plurality of transfer destinations has an advantage that when a transfer destination telephone is in use, a transfer destination telephone that is not in use can be selected and transferred.

  For example, the transfer destination telephone number “aaaa” in FIG. 4 is the telephone number of the telephone terminal 6a shown in FIG. The IP address of the person-in-charge PC terminal in FIG. 4: 1.2.3.4 is the IP address of the PC terminal 7a shown in FIG. The person in charge with the person in charge ID “01” in FIG. 4 is the person in charge of receiving a telephone call related to “computer” using the telephone terminal 6a and the PC terminal 7a in FIG.

  Further, the transfer destination telephone number “cccc” in FIG. 4 is the telephone number of the telephone terminal 6b shown in FIG. The IP address of the person-in-charge PC terminal in FIG. 4: 3.4.5.6 is the IP address of the PC terminal 7b shown in FIG. The person in charge with the person-in-charge ID “03” in FIG. 4 is a person in charge who receives a call regarding “printer” using the telephone terminal 6b and the PC terminal 7b in FIG.

(Operation of the first embodiment)
Next, the operation of the telephone transfer system 1 according to the first embodiment will be described with reference to FIG. FIG. 5 is a flowchart showing the operation of the telephone transfer system 1 according to the first embodiment.

  The customer information database 16 shown in FIG. 3 and the telephone number database 17 shown in FIG. 4 are registered in advance and updated as necessary. In FIG. 5, when a customer makes a call with the telephone terminal 4, unPBX (11 in FIG. 2) of the control unit receives the call (S10). The control unit (12 in FIG. 2) acquires the calling number of the telephone terminal 4 from the call control server 3 at the time of the call (S11). Next, the customer information acquisition unit (13 in FIG. 2) of the control unit searches the customer information database (16 in FIGS. 2 and 3) using the acquired transmission number as a key, and the customer who made the call (Customer ID) is specified (S12). Also, transfer destination identification information corresponding to the telephone number (calling number) used by the customer is acquired (S13).

  Next, the transfer destination determination unit (14 in FIG. 2) of the control unit searches the telephone number database (17 in FIGS. 2 and 4) using the transfer destination identification information acquired in step S13 as a key, The transfer destination telephone number to which the call is transferred is determined (S14).

  The control unit unPBX (11 in FIG. 2) transfers the call to the transfer destination telephone number determined in step S14 (S15).

  Next, the operation of FIG. 5 will be described with a specific example. As a first specific example, it is assumed that a customer with a customer ID “0001” makes a phone call to a call center of an equipment manufacturer with a telephone terminal 4 (phone number is “xxx-xxx-xxxx”) regarding a computer. (See customer information database 16 in FIG. 3).

  The unPBX (11 in FIG. 2) receives a call from the customer (customer ID “0001”) (S10), and the control unit (12 in FIG. 2) acquires the transmission number “xxx-xxx-xxxx” ( S11). The customer information acquisition unit (13 in FIG. 2) searches the customer information database (16 in FIGS. 2 and 3) using the transmission number “xxx-xxx-xxxx” as a key, and selects the customer who made the call as a customer. ID “0001” is specified (S12). Also, transfer destination identification information “computer” is acquired (S13). Then, the telephone number database (17 in FIGS. 2 and 4) is searched using the transfer destination identification information “computer” as a key to obtain the transfer destination candidate “aaaa”, and the telephone of “aaaa” is not in use. This is confirmed, and "aaaa" is determined as the transfer destination telephone number (S14). In addition, the person-in-charge ID “01” corresponding to the telephone and the IP address of the person-in-charge PC terminal: 1.2.3.4 are acquired.

  The unPBX (11 in FIG. 2) transfers the call to the telephone terminal “aaa” (6a in FIG. 2) (S15). Furthermore, the control unit (12 in FIG. 6) designates the acquired IP address as the transmission destination to the PC terminal 7a of the person in charge of the transfer destination (person in charge ID “01”), and the customer (customer ID “ 0001 ") information is transmitted. The transmitted customer information is displayed on the PC terminal 7a with the person in charge ID “01”. The telephone terminal 6a receives the transferred telephone call, and the person in charge (person in charge ID “01”) and the customer (customer ID “0001”) start a call. The person in charge (person-in-charge ID “01”) can answer a phone call regarding the computer of the customer (customer ID “0001”) while referring to the customer information displayed on the PC terminal 7a.

  As a second specific example, it is assumed that the customer ID “0002” makes a call to the device manufacturer's call center with the telephone terminal 4 (the telephone number is “zzz-zz-zzzz”) regarding the printer (FIG. 3 (see customer information database 16). Since descriptions of steps S10 to S13 are duplicated, they are omitted. In this example, in step S14, the transfer destination candidate “cccc” is acquired as a transfer destination candidate, and it is confirmed that the telephone “cccc” is not in use, and “cccc” is determined as the transfer destination telephone number. Also, the person-in-charge ID “03” for answering the telephone and the IP address of the person-in-charge PC terminal: 3.4.5.6 are acquired.

  The unPBX (11 in FIG. 2) transfers the call to the “cccc” telephone terminal (6b in FIG. 2) (S15). Further, the control unit (12 in FIG. 6) designates the acquired IP address as the transmission destination to the PC terminal 7b of the person in charge of the transfer destination (person in charge ID “03”), and the customer (customer ID “ 0002 ") information is transmitted. The transmitted customer information is displayed on the PC terminal 7b having the person in charge ID “03”. The telephone terminal 6b receives the transferred telephone call, and the person in charge (person in charge ID “03”) and the customer (customer ID “0002”) start a call. The person in charge (person-in-charge ID “03”) can answer a call regarding the printer of the customer (customer ID “0002”) while referring to the customer information displayed on the PC terminal 7b.

  As a third specific example, it is assumed that the customer ID “0002” makes a call to the equipment manufacturer's call center with the telephone terminal 4 (the telephone number is “www-www-www”) for regular maintenance ( (See customer information database 16 in FIG. 3). Since descriptions of steps S10 to S13 are duplicated, they are omitted. In this example, in step S14, the transfer destination candidate “dddd” is acquired as the transfer destination candidate, it is confirmed that the telephone “dddd” is not in use, and “dddd” is determined as the transfer destination telephone number. Also, the person in charge ID “04” for answering the telephone and the IP address of the person in charge of the PC terminal: 4.5.6.7 are acquired.

  The unPBX (11 in FIG. 2) transfers the call to the “dddd” telephone terminal (not shown) (S15). Further, the control unit (12 in FIG. 6) designates the acquired IP address as the transmission destination to the PC terminal (not shown) of the person in charge of the transfer destination (person in charge ID “04”), and the customer ( Customer ID “0002”) information is transmitted. The transmitted customer information is displayed on the PC terminal (not shown) with the person in charge ID “04”. The “dddd” telephone terminal (not shown) receives the transferred telephone call, and the person in charge (person ID “04”) and the customer (customer ID “0002”) start a call. The person in charge (person in charge ID “04”) can answer a telephone call related to periodic maintenance of the customer (customer ID “0002”) while referring to the customer information displayed on the PC terminal (not shown).

  The operation and effect of the telephone transfer system 1 according to the first embodiment will be described. As can be seen from the second specific example and the third specific example described above, the customer ID “0002” has two or more telephone terminals (the telephone numbers are “zzz-zz-zzz”, “www-www, respectively”). By properly using the “-www” telephone terminal), it becomes possible to convey the customer's business to the telephone transfer system 1 side. Specifically, the customer ID “0002” uses a telephone terminal whose telephone number is “zzz-zz-zzzz” when making an inquiry about a printer, and when making an inquiry regarding a regular maintenance. A telephone terminal whose telephone number is “www-www-www” may be used. When the call transfer system 1 receives a call, the call transfer system automatically transfers the call to an appropriate transfer destination by acquiring transfer destination identification information associated with each telephone number before receiving the call. Is possible.

  Further, according to the telephone transfer system 1 according to the first embodiment, since the telephone is automatically transferred to an appropriate transfer destination, it is not necessary to perform a troublesome operation of selecting a department to be transferred by voice guidance with a push button. In the method of selecting a department to be transferred by voice guidance using a push button, it takes time for the caller to acquire information necessary for the operation. However, in the telephone transfer system 1, the transfer destination is based on the caller ID. Therefore, the time taken for the call to be transferred is greatly reduced.

[Modification of First Embodiment]
Next, a modification of the first embodiment will be described. The difference of the modification of the first embodiment from the first embodiment is that the customer information database 56 of FIG. 10 is used instead of the customer information database 16 of FIGS. Hereinafter, only the customer information database 56 of FIG. 10 will be described, and the other description will be omitted.

  FIG. 10 is an example of the customer information database 56 used in the modification of the first embodiment. As shown in FIG. 10, transfer destination identification information is associated and registered for each combination of a plurality of customer phone numbers and a destination phone number that the customer calls. Accordingly, the customer can notify the telephone transfer system 1 of different requirements for the combination of the telephone terminal (telephone number) used by the customer and the destination telephone number to be called.

  In FIG. 2, when the customer makes a call using either “JJJ-JJ-JJJJ” or “KKK-KK-KKK” as the destination telephone number, the telephone transfer system 1 makes the call. It is configured to receive. In FIG. 2, the telephone transfer system 1 exemplifies a case where there are two telephone numbers (destination telephone numbers) for receiving a call. However, the present invention is not limited to this, and other numbers may be used. . As shown in FIG. 10, the customer (customer ID “0001”) is the calling terminal 4, one of the phone numbers “xxx-xxx-xxxx”, “yyy-yy-yyyy”, and the destination phone number, By selecting either “JJJ-JJ-JJJJ” or “KKK-KK-KKK”, four types of messages can be transmitted to the telephone transfer system 1 side. Therefore, in the customer information database 56 of FIG. 10, transfer destination identification information is associated with each of the above four combinations.

  For example, when receiving a call from a customer (customer ID “0001”), the control unit 12 of the telephone transfer device 10 searches the customer information database 56 using the calling number and the other party's telephone number as keys, and transfers destination identification information. To get. Then, as in the first embodiment, the telephone number database (17 in FIG. 4) is searched using the transfer destination identification information as a key to acquire the transfer destination telephone number. The call is transferred to the telephone terminal (any of 6a and 6b in FIG. 2) having the searched transfer destination telephone number.

  As described above, according to the modification of the first embodiment, compared to the case of the first embodiment, by using the information on the destination telephone number that the customer calls, the customer has more types. The message can be transmitted to the telephone transfer system 1. Further, the telephone transfer system 1 can transfer a call to a transfer destination corresponding to a customer's requirement based on the transfer destination identification information.

[Second Embodiment]
(Configuration of Second Embodiment)
Next, the telephone transfer system 2 according to the second embodiment will be described with reference to FIG. FIG. 6 is a block diagram showing a configuration of the telephone transfer system 2 according to the second embodiment. In FIG. 6, the telephone transfer system 2 includes a telephone transfer device 20, telephone terminals (terminals) 36a and 36b, and PC terminals 37a and 37b. The telephone transfer device 20 has a private telephone exchange function, and can transfer a telephone call from a customer to any one of a plurality of telephone terminals 36 a to 36 b connected to the telephone transfer device 20. Here, the plurality of telephone terminals 36a and 36b are, for example, IP telephones.

  In the first embodiment, the transfer destination telephone number is determined based on the outgoing call number, but in the second embodiment, the outgoing call pattern is further identified, and the outgoing call number and outgoing call pattern are set. Based on this, the destination telephone number of the call is determined. Therefore, the control part 22 of 2nd Embodiment is newly provided with the transmission pattern identification part 30. FIG. Details of the transmission pattern identification unit 30 will be described later.

  In addition, the customer information acquisition unit 23 and the transfer destination determination unit 24 included in the control unit 22 of the telephone transfer device 20 respectively identify the transmission pattern described above as the customer information acquisition unit 13 and the transfer destination determination unit 14 of the first embodiment. Changes have been made to accommodate the addition of functions (details will be described later). Further, the customer information database 26 and the telephone number database 27 provided in the storage unit 25 of the telephone transfer device 20 are respectively added to the customer information database 16 and the telephone number database 17 of the first embodiment in addition to the above-described calling pattern identification function. Changes have been made to respond.

  Next, the customer information database 26 will be described with reference to FIG. FIG. 7 is a diagram illustrating an example of the customer information database 26. As can be seen by comparing FIG. 7 with FIG. 3 (customer information database 16 of the first embodiment), in FIG. 7, an item of a transmission pattern is newly added.

  The transmission pattern is classified into a normal transmission pattern for performing a normal call and a specific transmission pattern for disconnecting on the transmission terminal (telephone terminal 4) side after making a call and calling again (also called "recall"). Is done. Further, the specific call pattern can be further classified into several types according to the time (also called “call time”) until the call is disconnected on the caller terminal (telephone terminal 4) side after receiving the call. .

  In FIG. 7, two transmission patterns for the customer with the customer ID “0002” are defined: a normal transmission pattern that does not perform redialing and a specific transmission pattern that performs redialing. Thus, by defining two kinds of outgoing patterns and changing the outgoing patterns, the customer (customer ID “0002”) can inform the telephone transfer system 2 of two kinds of matters. In FIG. 7, in the case of a normal transmission pattern, the transfer destination identification information is “printer hardware failure”. In the case of a specific transmission pattern, the transfer destination identification information is “periodic printer maintenance”.

  In FIG. 7, three transmission patterns of the customer with the customer ID “0001” are defined: a normal transmission pattern that does not perform redialing, a specific transmission pattern 1 that performs redialing, and a specific transmission pattern 2 that performs redialing. Yes. Both the specific call pattern 1 and the specific pattern 2 are cases where the call is repeated, but they are distinguished by the call time t (the time until the call is disconnected at the caller terminal after receiving the call). The The call time t of the specific call pattern 1 is in the range of t1 ≦ t <t2. On the other hand, the call time t of the specific call pattern 2 is in the range of t2 ≦ t <t3. That is, t2 is a boundary value that distinguishes the specific transmission pattern 1 and the specific transmission pattern 2. For example, when t1 is set to 0 and t2 is set to a short period of about 1 second, the customer disconnects the call immediately after the call and then calls again to notify the specific call pattern 1 it can. Further, when the customer transmits the specific call pattern 2, the call time may be set to t2 (for example, 1 second) or more. In addition, in order to determine whether the transmission pattern is a normal transmission pattern or a specific transmission pattern, it is necessary to wait for a predetermined period (for example, t3) to elapse, and the call is not transferred within the predetermined period. Like that.

  The customer ID “0001” in FIG. 7 defines three kinds of outgoing patterns in this way, and by changing the outgoing patterns, the customer (customer ID “0001”) can change the three kinds of requests to the telephone transfer system. 2 can be told. In FIG. 7, in the case of a normal transmission pattern, transfer destination identification information is defined as “computer”. In the case of the specific transmission pattern 1, the transfer destination identification information is defined as “computer hardware failure”. In the case of the specific transmission pattern 2, the transfer destination identification information is defined as “computer operation method, software”. Here, the transfer destination identification information “computer” corresponds to a case where the customer makes a general inquiry about the computer (hardware failure, operation method, general contents not belonging to software).

  The customer ID is specified by searching the customer information database 26 described above using the telephone number of the telephone terminal 4 as a key. Furthermore, by identifying the transmission pattern of the call made by the telephone terminal 4, it is possible to acquire transfer destination identification information corresponding to the customer and the transmission pattern.

  Next, the telephone number database 27 will be described with reference to FIG. FIG. 8 is a diagram illustrating an example of the telephone number database 27. The configuration of the telephone number database 27 in FIG. 8 is the same as the configuration of the telephone number database 17 in FIG. 4 (first embodiment).

  8, the transfer destination telephone number “hhhh” in FIG. 8 is the telephone number of the telephone terminal 36a shown in FIG. The IP address of the person-in-charge PC terminal in FIG. 8: 8.9.10.11 is the IP address of the PC terminal 37a shown in FIG. The person in charge with the person in charge ID “08” in FIG. 8 is the person in charge who receives a call regarding “printer hardware failure” using the telephone terminal 36a and the PC terminal 37a in FIG.

  Further, the transfer destination telephone number “iii” in FIG. 8 is the telephone number of the telephone terminal 36b shown in FIG. The IP address of the person-in-charge PC terminal in FIG. 8: 9.10.11.12 is the IP address of the PC terminal 37b shown in FIG. The person in charge with the person in charge ID “09” in FIG. 8 is the person in charge who receives a call regarding “periodic maintenance of the printer” using the telephone terminal 36 b and the PC terminal 37 b in FIG. 6.

(Operation of Second Embodiment)
Next, the operation of the telephone transfer system 2 according to the second embodiment will be described with reference to FIG. FIG. 9 is a flowchart showing the operation of the telephone transfer system 2 according to the second embodiment.

  The customer information database 26 shown in FIG. 7 and the telephone number database 27 shown in FIG. 8 are registered in advance and updated as necessary. In FIG. 9, steps S20 to S25 are a part for acquiring the transmission number of the telephone terminal (transmission terminal) 4 and a part for identifying the transmission pattern by the transmission pattern identification unit (30 in FIG. 6) of the control unit.

  First, the operation of steps S20 to S25 performed by the telephone transfer device 20 when the customer makes a call with the telephone terminal 4 in the normal call pattern (call pattern that does not repeat the call) will be described. First, unPBX (11 in FIG. 6) of the control unit receives the call (S20). The control unit (22 in FIG. 6) acquires the transmission number of the telephone terminal 4 from the call control server 3 (S21). Next, the call pattern identification unit (30 in FIG. 6) determines whether or not the call received in step S20 is a re-call (S22). Here, since it is a normal transmission pattern, it is determined that it is not redial (specifically, the transmission number is not temporarily stored in step S24) (No in S22). Next, the call pattern identification unit (30 in FIG. 6) determines whether or not the call received in step S20 is disconnected by the caller (telephone terminal 4) within a predetermined time (S23). Since the customer normally performs the outgoing call pattern, the outgoing call is not disconnected within a predetermined time (No in S23). Then, the call pattern identification unit (30 in FIG. 6) identifies that the call is a normal call pattern (S25).

  Next, the operation of steps S20 to S25 performed by the telephone transfer device 20 when the customer places a call with the telephone terminal 4 in a specific call pattern (call pattern for redialing) will be described. First, steps S20 to S22 are the same as in the case of the normal transmission pattern described above. Next, in step S23, the call is disconnected by the caller (telephone terminal 4) within a predetermined time (Yes in S23). Then, the calling number acquired in step S21 and the call time (the time until the call is disconnected on the calling side after receiving the call) are temporarily stored in the storage unit 25 (25 in FIG. 6) (S24). Return to step S20. Next, when the customer makes another call at the telephone terminal 4, unPBX (11 in FIG. 6) receives the call (S20), and obtains the calling number of the telephone terminal 4 from the call control server 3 (S21). ). Next, in step S22, it is determined that the call number acquired in the immediately preceding step S20 matches the call number temporarily stored in step S24 (that is, it is determined that the call is a redial call) (Yes in S22). ), And proceeds to step S25. And the transmission pattern identification part 30 identifies this transmission pattern as a specific transmission pattern (S25). The call time is measured by a timer (not shown) in the telephone transfer device (20 in FIG. 6).

  Next, the operation after step S26 after it is determined in step S25 whether the transmission pattern is a normal transmission pattern or a specific transmission pattern will be described.

  First, the customer information acquisition unit (23 in FIG. 6) of the control unit searches the customer information database (26 in FIG. 6 and FIG. 7) using the call number of the telephone terminal 4 acquired in step S21 as a key. (Customer ID) is specified (S26). Further, the transmission pattern specified in step S25 is a specific transmission pattern, and the customer's specific transmission pattern is further classified according to the call time by referring to the customer information database (26 in FIGS. 6 and 7). 7 (in the case of customer ID “0001” in the example of FIG. 7), the call pattern identifying unit 30 uses the call time temporarily stored in step S24 to generate a plurality of specific call patterns (specific codes of FIG. 7). It is determined which of the transmission patterns 1, 2, etc.) (S27).

  Further, the customer information acquisition unit (23 in FIG. 6) of the control unit searches the customer information database (26 in FIG. 6 and FIG. 7) using the customer ID of the customer and the identified transmission pattern as a key, and responds. Transfer destination identification information is acquired (S28).

  Next, the transfer destination determination unit (24 in FIG. 6) of the control unit searches the telephone number database (27 in FIGS. 6 and 8) using the transfer destination identification information acquired in step S28 as a key, The call transfer destination telephone number is determined (S29). Also, the person-in-charge ID of the transfer destination and the IP address of the person-in-charge PC terminal are acquired.

  Next, unPBX (11 in FIG. 6) of the control unit transfers the call to the transfer destination telephone number determined in step S29 (S30). The above is the operation of the telephone transfer system 2 according to the second embodiment.

  Next, the operation of FIG. 9 will be described with a specific example. As a first specific example, a customer with a customer ID “0002” makes a phone call to a call center of a device manufacturer with a telephone terminal 4 (phone number is “yyy-yy-yyy”) regarding a printer hardware failure. A case is assumed (see the customer information database 26 in FIG. 7). In this case, the predetermined transmission pattern is a normal transmission pattern. Therefore, the customer makes a call using the telephone terminal 4 in the normal call pattern. When the telephone transfer device (20 in FIG. 6) receives the call, the call pattern identification unit (30 in FIG. 6) identifies that the call pattern is a normal call pattern (S20 to S25). The customer information acquisition unit (23 in FIG. 6) searches the customer information database (26 in FIGS. 6 and 7) using the transmission number “yyy-yy-yyyy” supplied at the time of the call as a key to identify the customer as a customer ID. “0002” is specified (S26). The customer information acquisition unit (23 in FIG. 6) further searches the customer information database (26 in FIGS. 6 and 7) using the identified transmission pattern “normal transmission pattern” as a key, and transfers the transfer destination identification information “printer”. Hardware failure "is acquired (S28). Next, the transfer destination determination unit (24 in FIG. 6) searches the telephone number database (27 in FIGS. 6 and 8) using the transfer destination identification information “printer hardware failure” as a key, and sets the transfer destination as the transfer destination. It is determined that the telephone number is “hhhh” (S29). In addition, the person-in-charge ID “08” of the person in charge who answers the telephone and the IP address of the person-in-charge PC terminal: 8.9.10.11 are acquired. Here, the telephone terminal with the transfer destination telephone number “hhhh” is the telephone terminal 36 a in FIG. 6, and the PC terminal with the person in charge ID “08” is the PC terminal 37 a in FIG. 6.

  The control unit unPBX (11 in FIG. 6) transfers the call to the transfer destination telephone number “hhhh” (corresponding to the telephone terminal 36a in FIG. 6) (S30). Further, the control unit (12 in FIG. 6) transmits the information of the customer (customer ID “0002”) to the PC terminal 37a of the person in charge of the transfer destination, specifying the acquired IP address as the transmission destination. . The transmitted customer information is displayed on the PC terminal 37a of the person in charge ID “08”. The telephone terminal 36a receives the transferred telephone call, and the person in charge (person in charge ID “08”) and the customer (customer ID “0002”) start a call. The customer information of the customer (customer ID “0002”) is displayed on the PC terminal 37a, and the person in charge (person in charge ID “08”) refers to the customer information while referring to the customer information (customer ID “0002”). ) Can answer phone calls regarding printer hardware failures.

  Next, as a second specific example, it is assumed that a customer with a customer ID “0002” makes a telephone call to the device manufacturer's call center using the telephone terminal 4 for the regular maintenance of the printer (customer information database 26 in FIG. 7). See). In this case, the predetermined transmission pattern is a specific transmission pattern (transmission pattern for performing redialing). Therefore, the customer makes a call with a specific call pattern using the telephone terminal 4 (that is, after making a call, disconnects and calls again). The transmission pattern identification unit (30 in FIG. 6) identifies that the transmission pattern is a specific transmission pattern (S20 to S25). The customer information acquisition unit (23 in FIG. 6) searches the customer information database (26 in FIGS. 6 and 7) using the transmission number “yyy-yy-yyyy” supplied at the time of the call as a key to identify the customer as a customer ID. “0002” is specified (S26). The customer information acquisition unit (23 in FIG. 6) further searches the customer information database (26 in FIGS. 6 and 7) using the identified transmission pattern “specific transmission pattern” as a key, and transfers the transfer destination identification information “printer”. "Regular maintenance" is acquired (S28). Next, the transfer destination determination unit (24 in FIG. 6) searches the telephone number database (27 in FIG. 8) using the transfer destination identification information “Periodic maintenance of printer” as a key, and sets the transfer destination as the transfer destination telephone number “iii”. Is determined (S29). In addition, the person-in-charge ID “09” of the person in charge who answers the telephone and the IP address of the person-in-charge PC terminal: 9.10.11.12 are acquired. Here, the telephone terminal with the transfer destination telephone number “iii” is the telephone terminal 36b in FIG. 6, and the PC terminal with the person in charge ID “09” is the PC terminal 37b in FIG.

  The control unit unPBX (11 in FIG. 6) transfers the call to the transfer destination telephone number “iii” (corresponding to the telephone terminal 36b in FIG. 6) (S30). Further, the control unit (12 in FIG. 6) transmits the information of the customer (customer ID “0002”) to the PC terminal 37b of the person in charge of the transfer destination, specifying the acquired IP address as the transmission destination. . The transmitted customer information is displayed on the PC terminal 37b having the person in charge ID “09”. The telephone terminal 36b receives the transferred telephone call, and the person in charge (person in charge ID "09") and the customer (customer ID "0002") start a call. The customer information of the customer (customer ID “0002”) is displayed on the PC terminal 37b, and the person in charge (person ID “09”) refers to the customer information while referring to the customer information (customer ID “0002”). ) Can answer the telephone about the regular maintenance of the printer.

  Note that the transfer destination telephone number registered in the telephone number database (27 in FIGS. 6 and 8) in the telephone transfer system 2 in the second embodiment is the telephone number of the person in charge who answers the inquiry telephone. However, the present invention is not limited thereto. For example, the telephone number of the department that handles the inquiry telephone call may be registered.

  Further, in the second embodiment, when calling back, the case where the first call and the calling are made at the same telephone terminal has been described. However, the calls should be made at different telephone terminals. Is also possible.

  Next, the operation and effect of the telephone transfer system 2 according to the second embodiment will be described.

  In the telephone transfer system 2 according to the second embodiment, the caller (customer) requirements can be further communicated to the first embodiment by a transmission pattern. Here, transmission patterns are classified into normal transmission patterns (transmission patterns that do not repeat calls) and specific transmission patterns (transmission patterns that perform repeat calls), and transfer destination identification information is registered for each transmission pattern. (See FIG. 7). The call pattern identifying unit 30 of the telephone transfer device 20 identifies whether the caller (customer) call pattern is a normal call pattern or a specific call pattern. In the telephone transfer system 2 of the second embodiment, the telephone transfer destination is determined using the identification result of the transmission pattern in addition to the transmission number. Therefore, as compared with the case of the first embodiment in which the transfer destination identification information is defined only by the transmission number, the customer can transmit more types of business to the telephone transfer system 2. For example, as shown in the specific example of the operation in FIG. 9, when the person in charge of “printer hardware failure” and the person in charge of “periodic maintenance of printer” are different in the call center, the transmission pattern is used. By telling the telephone transfer system 2 which is the requirement, it is possible to transfer the telephone to an appropriate person in charge.

  Further, in the second embodiment, as in the case of the customer ID “0001” in the customer information database 26 of FIG. 7, the specific call patterns can be further classified according to the call time (specific call pattern 1, Specific outgoing pattern 2 etc.). Thereby, the customer can inform the telephone transfer system 2 of more kinds of requirements.

  In the customer information database 26 of the second embodiment, the case where one telephone number is registered for each customer has been described. However, as described in the first embodiment, a plurality of telephone numbers are registered for each customer. You may make it do. In that case, it becomes possible to register transfer destination identification information for a combination of a plurality of telephone numbers and outgoing patterns for each customer, so that the customer can convey more kinds of requests to the telephone transfer system. . Further, in the customer information database 26 of the second embodiment, transfer destination identification information may be further registered for the combination of the destination telephone numbers that the customer calls, as in the modification of the first embodiment. Good.

(Modification of the second embodiment)
Next, a modification of the second embodiment will be described. A difference of the modification of the second embodiment from the second embodiment is that the customer's telephone terminal (4, 44 in FIG. 6) is configured by the PC terminal 50 in FIG. The other points are the same as those in FIG.

  The PC terminal 50 in FIG. 11 is an information processing apparatus such as a personal computer, for example, and functions as an IP phone operate with software. In general, such a telephone function that operates by software is also called a softphone.

  As shown in FIG. 11A, the PC terminal 50 includes a display unit 51, a keyboard 54, and a mouse 52. FIG. 11B shows an example of the screen 53 of the display unit. Here, the setting at the time of calling is performed by inputting a menu selection screen by the caller (customer). In FIG. 11 (B), the customer (assuming customer ID “0001”) indicates the telephone request to be inquired from “computer”, “computer hardware failure”, “computer operation method, software”. Selection is instructed using the mouse 52. Here, the above three items correspond to the transfer destination identification information of the customer ID “0001” in FIG. 7 (second embodiment).

  When the customer (customer ID “0001”) clicks “call” in FIG. 11B with the mouse 52 after setting the call, a call is made to the telephone transfer system 2 (FIG. 6). Note that the setting of the destination telephone number (either “JJJ-JJ-JJJJ”, “KKK-KK-KKKK”, etc.) is automatically set when “A company call center” is selected. Keep it.

  When the transmission operation is started, when the customer (customer ID “0001”) selects “computer”, a call is made with a transmission pattern (normal transmission pattern) that does not perform redialing. Further, when the customer (customer ID “0001”) selects “computer hardware failure”, a call is made based on a call pattern (specific call pattern 1) that is redialed at a call time t (t1 ≦ t <t2). Is called. Further, when the customer (customer ID “0001”) selects “computer operation method, software”, a call is made based on a call pattern (specific call pattern 2) that is redialed at a call time t (t2 ≦ t <t3). Done.

  As described above, according to the modification of the second embodiment, the customer performs setting of a call and a call operation using the PC terminal 50. Therefore, as shown in FIG. 11B, it is possible to easily set a call using the mouse 52 from the menu selection screen. In addition, when using a telephone terminal (4, 44, etc.) as in the second embodiment, the transmission operation of a specific transmission pattern for performing redialing is complicated, and the transfer destination identification information is divided according to the call time t. In such a case, there is a problem that the burden on the customer (sender) is large. On the other hand, when the PC terminal 50 according to the modification of the second embodiment is used, the outgoing control of the specific outgoing pattern (including the call time) can be automatically performed, so in the outgoing operation of the customer (sender) The load is greatly reduced.

  In each embodiment, the case where the telephone transfer destination is an in-house terminal (6a and 6b in FIG. 2, 36a and 36b in FIG. 6) has been described. However, the present invention is not limited to this, and the disclosure content of each embodiment is described. It is possible to apply to the telephone transfer to the outside.

  Each embodiment discloses a telephone transfer system compatible with an IP telephone. However, a telephone that is not an IP telephone can be connected by connecting to a public telephone network using an IP-PBX (Internet Protocol Private Branch exchange) or the like. It is possible to receive a call from a terminal.

  In addition, each process (S10-S15 of FIG. 5, S20-S30 of FIG. 9, etc.) which the control part (12 of FIG. 2, 22 of FIG. 6) performs in each embodiment is a telephone transfer apparatus. It is stored as a program in the storage unit (15 in FIG. 2, 25 in FIG. 6), and is called and executed by a computer (not shown) provided in the control unit (12 in FIG. 2, 22 in FIG. 6) of the telephone transfer device. The The program can be provided by a (non-transitory) storage medium that stores the program.

  A part or all of the above-described embodiment can be described as in the following supplementary notes, but is not limited thereto.

(Appendix 1)
A telephone transfer device;
A plurality of terminals receiving incoming calls transferred by the telephone transfer device;
A telephone transfer system comprising:
The telephone transfer device is
A plurality of telephone numbers can be registered for each customer, a customer information database in which each telephone number and transfer destination identification information for the telephone number are registered in association with each other,
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
After receiving a call from the calling terminal, searching the customer information database using the calling number of the calling terminal supplied at the time of the call as a key to obtain transfer destination identification information corresponding to the calling terminal, the transfer A controller that searches the telephone number database using destination identification information as a key to determine a transfer destination telephone number for transferring the call, and transfers the call to the terminal of the transfer destination telephone number;
A telephone transfer system comprising:

(Appendix 2)
The forwarding destination identification information of the customer information database is registered for each of a combination of a plurality of telephone numbers for each customer and a destination telephone number that the customer calls,
The supplementary note 1 is characterized in that the control unit searches the customer information database by using a transmission number of the transmission terminal and a destination telephone number called by the transmission terminal as a key to acquire the transfer destination identification information. Phone transfer system.

(Appendix 3)
The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. The telephone transfer system according to appendix 1 or 2, characterized in that it includes two.

(Appendix 4)
A telephone transfer device;
A plurality of terminals receiving incoming calls transferred by the telephone transfer device;
A telephone transfer system comprising:
The telephone transfer device is
A control unit having a transmission pattern identifying means for identifying whether or not the transmission pattern is one of predetermined specific transmission patterns;
For each customer, a customer information database in which transfer destination identification information for a combination of the customer's telephone number and the identification result of the call pattern identification means is registered;
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
With
The control unit receives a call from a calling terminal,
After obtaining the transfer destination identification information by searching the customer information database using the transmission number of the transmission terminal supplied at the time of the call and the identification result of the transmission pattern of the call by the transmission pattern identification means as a key The telephone number database is searched using the transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred, and the call is transferred to the terminal of the transfer destination telephone number. Phone transfer system.

(Appendix 5)
The specific calling pattern is a calling pattern in which the calling terminal makes a call again after the calling terminal disconnects the call before the call by the calling terminal is transferred. 4. The telephone transfer system according to 4.

(Appendix 6)
The call pattern identification means of the control unit measures a call time from when the call of the specific call pattern is received until the call terminal disconnects the call,
The customer information database registers transfer destination identification information for each of the specific call patterns classified by call time,
The control unit acquires corresponding transfer destination identification information with reference to the customer information database based on the call time when the transmission pattern identification unit identifies the specific transmission pattern. The telephone transfer system according to appendix 5.

(Appendix 7)
The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. The telephone transfer system according to any one of appendices 4 to 6, wherein the telephone transfer system includes one.

(Appendix 8)
Further comprising the calling terminal;
The calling terminal is
The telephone transfer system according to any one of appendices 1 to 7, wherein the call setting and the set call operation are configured to be executed by software.

(Appendix 9)
A plurality of telephone numbers can be registered for each customer, a customer information database in which each telephone number and transfer destination identification information for the telephone number are registered in association with each other,
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
After receiving a call from the calling terminal, searching the customer information database using the calling number of the calling terminal supplied at the time of the call as a key to obtain transfer destination identification information corresponding to the calling terminal, the transfer A controller that searches the telephone number database using destination identification information as a key to determine a transfer destination telephone number for transferring the call, and transfers the call to the terminal of the transfer destination telephone number;
A telephone transfer device comprising:

(Appendix 10)
The forwarding destination identification information of the customer information database is registered for each of a combination of a plurality of telephone numbers for each customer and a destination telephone number that the customer calls,
The supplementary note 9 is characterized in that the control unit searches the customer information database by using a transmission number of the transmission terminal and a destination telephone number called by the transmission terminal as a key to acquire the transfer destination identification information. Telephone transfer device.

(Appendix 11)
The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. The telephone transfer device according to appendix 9 or 10, characterized in that it includes two.

(Appendix 12)
A control unit having a transmission pattern identifying means for identifying whether or not the transmission pattern is one of predetermined specific transmission patterns;
For each customer, a customer information database in which transfer destination identification information for a combination of the customer's telephone number and the identification result of the call pattern identification means is registered;
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
With
The control unit receives a call from a calling terminal,
After obtaining the transfer destination identification information by searching the customer information database using the transmission number of the transmission terminal supplied at the time of the call and the identification result of the transmission pattern of the call by the transmission pattern identification means as a key The telephone number database is searched using the transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred, and the call is transferred to the terminal of the transfer destination telephone number. Telephone transfer device.

(Appendix 13)
The specific calling pattern is a calling pattern in which the calling terminal makes a call again after the calling terminal disconnects the call before the call by the calling terminal is transferred. 12. The telephone transfer device according to 12.

(Appendix 14)
The call pattern identification means of the control unit measures a call time from when the call of the specific call pattern is received until the call terminal disconnects the call,
The customer information database registers transfer destination identification information for each of the specific call patterns classified by call time,
The control unit acquires corresponding transfer destination identification information with reference to the customer information database based on the call time when the transmission pattern identification unit identifies the specific transmission pattern. The telephone transfer device according to attachment 13.

(Appendix 15)
The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. 15. The telephone transfer device according to any one of appendices 12 to 14, wherein the telephone transfer device includes one.

(Appendix 16)
A plurality of telephone numbers can be registered for each customer; a first registration step of previously registering each telephone number and transfer destination identification information for the telephone number in association with a customer information database;
A second registration step of previously registering a forwarding telephone number in the telephone number database for each forwarding destination identification information;
Receiving a call from a calling terminal, searching the customer information database using a calling number of the calling terminal supplied at the time of the call as a key, and acquiring transfer destination identification information corresponding to the calling terminal;
Searching the telephone number database using the acquired transfer destination identification information as a key to determine a transfer destination telephone number for transferring the call;
Transferring the call to a terminal at the forwarding telephone number;
Phone transfer method including.

(Appendix 17)
A transmission pattern identification step for identifying whether or not a transmission pattern by a call from a transmission terminal is one of predetermined specific transmission patterns;
For each customer, a first registration step of pre-registering in the customer information database transfer destination identification information for a combination of the customer's telephone number and the identification result of the outgoing pattern identification step;
A second registration step of previously registering a forwarding telephone number in the telephone number database for each forwarding destination identification information;
Receiving a call from a calling terminal, searching for the customer information database using the calling number of the calling terminal supplied at the time of calling and the identification result in the calling pattern identifying step as a key, and transferring corresponding to the calling terminal Obtaining step identification information;
Searching the telephone number database using the acquired transfer destination identification information as a key to determine a transfer destination telephone number for transferring the call;
Transferring the call to a terminal at the forwarding telephone number;
Phone transfer method including.

(Appendix 18)
A plurality of telephone numbers can be registered for each customer, a process of previously registering each telephone number and transfer destination identification information for the telephone number in association with a customer information database;
A process of previously registering a transfer destination telephone number in the telephone number database for each transfer destination identification information;
A process of searching the customer information database with the caller number of the caller terminal supplied at the time of a call from the caller terminal as a key to obtain transfer destination identification information corresponding to the caller terminal;
A process of determining the transfer destination telephone number to which the call is transferred by searching the telephone number database using the acquired transfer destination identification information as a key;
A process of transferring the call to the terminal of the transfer destination telephone number;
A program that causes a computer to execute.

  The present invention can be applied to a telephone transfer system that automatically transfers an inquiry call from a customer to an appropriate department according to the type information of the equipment owned by the customer.

  Note that, within the scope of the entire disclosure (including claims and drawings) of the present invention, the embodiments can be changed and adjusted based on the basic technical concept. Various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the scope of the claims of the present invention. . That is, the present invention naturally includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the drawings, and the technical idea. In particular, with respect to the numerical ranges described in this document, any numerical value or small range included in the range should be construed as being specifically described even if there is no specific description.

1, 2, 101: Telephone transfer system 3: Call control server 4: Originating terminal (telephone terminal)
6a-b, 36a-b, 44: Terminal (telephone terminal)
7a-b, 37a-b: PC terminal 8: IP network 10, 20: Telephone transfer device 11: unPBX
12, 22: Control unit 13, 23: Customer information acquisition unit 14, 24: Transfer destination determination unit 15, 25: Storage unit 16, 26, 56: Customer information database (customer information DB)
17, 27: Telephone number database (phone number DB)
30: Transmission pattern identification unit (transmission pattern identification means)
50: PC terminal (sending terminal)
51: Display unit 52: Mouse 53: Display unit screen 54: Keyboard C1: Call control information C2: Voice packet

Claims (10)

A telephone transfer device;
A plurality of terminals receiving incoming calls transferred by the telephone transfer device;
A telephone transfer system comprising:
The telephone transfer device is
A plurality of telephone numbers can be registered for each customer, a customer information database in which each telephone number and transfer destination identification information for the telephone number are registered in association with each other,
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
After receiving a call from the calling terminal, searching the customer information database using the calling number of the calling terminal supplied at the time of the call as a key to obtain transfer destination identification information corresponding to the calling terminal, the transfer A controller that searches the telephone number database using destination identification information as a key to determine a transfer destination telephone number for transferring the call, and transfers the call to the terminal of the transfer destination telephone number;
A telephone transfer system comprising: The forwarding destination identification information of the customer information database is registered for each of a combination of a plurality of telephone numbers for each customer and a destination telephone number that the customer calls,
The said control part searches the said customer information database by using the transmission number of the said transmission terminal and the other party's telephone number which the said transmission terminal called as a key, The said transfer destination identification information is acquired. The telephone transfer system described.   The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. The telephone transfer system according to claim 1, wherein the telephone transfer system includes: A telephone transfer device;
A plurality of terminals receiving incoming calls transferred by the telephone transfer device;
A telephone transfer system comprising:
The telephone transfer device is
A control unit having a transmission pattern identifying means for identifying whether or not the transmission pattern is one of predetermined specific transmission patterns;
For each customer, a customer information database in which transfer destination identification information for a combination of the customer's telephone number and the identification result of the call pattern identification means is registered;
A phone number database in which transfer destination phone numbers are registered for each transfer destination identification information;
With
The control unit receives a call from a calling terminal,
After obtaining the transfer destination identification information by searching the customer information database using the transmission number of the transmission terminal supplied at the time of the call and the identification result of the transmission pattern of the call by the transmission pattern identification means as a key The telephone number database is searched using the transfer destination identification information as a key to determine a transfer destination telephone number to which the call is transferred, and the call is transferred to the terminal of the transfer destination telephone number. Phone transfer system.   The specific call pattern is a call pattern in which the calling terminal makes a call again after the calling terminal disconnects the call before the call by the calling terminal is transferred. Item 5. The telephone transfer system according to Item 4. The call pattern identification means of the control unit measures a call time from when the call of the specific call pattern is received until the call terminal disconnects the call,
The customer information database registers transfer destination identification information for each of the specific call patterns classified by call time,
The control unit acquires corresponding transfer destination identification information with reference to the customer information database based on the call time when the transmission pattern identification unit identifies the specific transmission pattern. The telephone transfer system according to claim 5.   The transfer destination identification information includes at least one of device type information owned by a customer, maintenance information of the device, failure details of the device, suspected failure parts of the device, and operation system information used by the customer. The telephone transfer system according to claim 4, further comprising: Further comprising the calling terminal;
The calling terminal is
8. The telephone transfer system according to claim 1, wherein the call setup and the set call operation are configured to be executed by software. A plurality of telephone numbers can be registered for each customer; a first registration step of previously registering each telephone number and transfer destination identification information for the telephone number in association with a customer information database;
A second registration step of previously registering a forwarding telephone number in the telephone number database for each forwarding destination identification information;
Receiving a call from a calling terminal, searching the customer information database using a calling number of the calling terminal supplied at the time of the call as a key, and acquiring transfer destination identification information corresponding to the calling terminal;
Searching the telephone number database using the acquired transfer destination identification information as a key to determine a transfer destination telephone number for transferring the call;
Transferring the call to a terminal at the forwarding telephone number;
Phone transfer method including. A plurality of telephone numbers can be registered for each customer, a process of previously registering each telephone number and transfer destination identification information for the telephone number in association with a customer information database;
A process of previously registering a transfer destination telephone number in the telephone number database for each transfer destination identification information;
A process of searching the customer information database with the caller number of the caller terminal supplied at the time of a call from the caller terminal as a key to obtain transfer destination identification information corresponding to the caller terminal;
A process of determining the transfer destination telephone number to which the call is transferred by searching the telephone number database using the acquired transfer destination identification information as a key;
A process of transferring the call to the terminal of the transfer destination telephone number;
A program that causes a computer to execute.

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