JP2016158049A - Computing for allowing attendant to prepare confirmation document based on call content in response to incoming call to counter telephone number to notify partner of communication document - Google Patents

Abstract

PROBLEM TO BE SOLVED: To achieve a useful information processing mechanism that has not existed so far by further developing information services obtained by causing a cellular phone cooperate with an SMS (short message services on a cellular phone network) and with WWW (Hypertext system on the Internet).SOLUTION: A cellular phone A receiving an SMS telegraphic message F acquires a confirmation information description C associated with a call number D linked to a URL (E) from a database, and transmits an HTML telegraphic message prepared on the basis of the confirmation information description C to the cellular phone A as an HTTP response when receiving an HTTP request transmitted by clicking the URL (E) through the Internet.SELECTED DRAWING: Figure 1

Description

  The present invention is intended for a large number of people, such as a mail-order business that accepts applications for product purchases by telephone, and an opinion solicitation service that accepts opinions expressed by telephone, typically as an inbound service at a call center. The present invention relates to computing that automatically performs information processing based on the contents of a call in response to a person in charge answering a call to a telephone number.

  Specifically, the present invention is executed in a computing system connected to a mobile phone through a mobile phone network and the Internet, and a person in charge responds to a call that reaches a counter phone number and creates a confirmation document based on the content of the call Thus, information processing for automatically informing the other party through SMS (Short Message Service) of the mobile phone network and the Internet is automatically performed. Smartphones are also mobile phones.

  As is well known, the following information services have been put into practical use by computing in cooperation with mobile phones, SMS (short message service on a mobile phone network), and WWW (hypertext system on the Internet). For example, an advertisement flyer of a certain product is described as “details of this product should be called with this phone number on a mobile phone”. When a consumer who sees the call dials the number specified on the mobile phone, the call is immediately turned off after receiving an automatic response.

  Upon receiving this call, the CTI automatic processing system acquires the mobile phone number of the other party who made the call, and sends an SMS message (short message) through the mobile phone network with the number as the destination. In this SMS message, a preset URL and description are described. When a consumer who has received an SMS message with a mobile phone sees the displayed message and clicks on the URL, a web page containing the detailed information on the product is delivered from the website corresponding to the URL and displayed. . Details of such computing technology are disclosed in, for example, Japanese Patent Application Laid-Open No. 2004-289408.

  As is well known, similar computing technology that works with SMS is also used in inbound operations in call centers. If many calls are received at the call center, the operator may not be able to handle concentrated incoming calls. When the source of such an overflow call is a mobile phone number, the CTI server in the call center sends an SMS message (short message) in which a preset URL and description are described to the mobile phone number. Send automatically. On the web page corresponding to the URL, for example, the reception center of the call center is crowded and how to deal with it is explained to the user.

  The object of the present invention is to further develop the information service as described above in which a mobile phone, SMS (Short Message Service on a mobile phone network), and WWW (Hypertext System on the Internet) are linked to each other, and has never been useful. Is to realize a simple information processing mechanism.

  In the present invention, typically, it is assumed that an attendant responds to a telephone call to a counter telephone number by a mobile phone and makes a call with a user as in an inbound service at a call center. The clerk operates the clerk terminal while making a call, and creates a confirmation information description describing necessary items on the clerk terminal based on the contents of the call with the user. This confirmation information description is associated with the mobile phone number of the other party who made the call, and further assigned with a call number which is an identifier for identifying the call event that is the basis of this confirmation information description. -Confirmation information description-Call number is managed as one record. This record is called a business record.

  The business record including the mobile phone number, confirmation information description, and call number generated at the clerk terminal is sent directly from the clerk terminal or through a window business server such as a CTI server that controls a plurality of clerk terminals. Delivered to the core computing system of the invention. This computing system is called a confirmation information processing system. The confirmation information processing system is an automatic processing system that receives business records generated one after another at an attendant terminal, aggregates them in a database, and performs the following processing.

  The confirmation information processing system performs the following automatic processing based on one business record (including mobile phone number B, confirmation information description C, and call number D) recorded in the database.

<< Process 1 >>
A unique URL (E) including information linked to the call number D is generated, and this URL (E) and a sentence that informs the user that the message is related to the confirmation information description C are described. An SMS message F is created, and the SMS message F is transmitted through the mobile phone network with the mobile phone number B as the destination.

<< Process 2 >>
When the mobile phone A that has received the SMS message F receives an HTTP request transmitted by clicking the URL (E) through the Internet, the confirmation associated with the call number D associated with the URL (E) The information description C is acquired from the database, and the HTML message of the confirmation document created based on the confirmation information description C is transmitted to the mobile phone A as an HTTP response.

  In addition to the processing 1 and the processing 2 described above, the confirmation information processing system can perform other processing as described in the following embodiments.

Explanatory diagram showing an overall outline of computing according to the present invention Illustration of the core of computing according to this invention

=== Outline of system configuration ===
In the embodiment shown in FIG. 1, the confirmation information processing system 1 implements the computing method according to the present invention in cooperation with an existing call center 5. The confirmation information processing system 1 is a computing system functionally divided into a Web server 2, a database server 3, and an SMS server 4.

  As shown in FIG. 1, the Web server 2 is connected to the Internet. The database server 3 is connected to the CTI server 6 of the call center 5 via a dedicated line or VPN. The SMS server 4 is connected to the SMS gateway 8 of the mobile phone network via a dedicated line or VPN.

  The database server 3 communicates with the CTI server 6, receives a business record having a logical structure described in detail below, and registers and manages it in the database. The SMS server 4 cooperates with the database server 3 to create an SMS message described in detail below based on the business record extracted from the database, and transmits the SMS message to the mobile phone network through the SMS gateway 8. In response to the HTTP request, the Web server 2 cooperates with the database server 3 to create an HTTP message (Web page) of a confirmation document, which will be described in detail below, based on the business record extracted from the database. Send to.

=== Generation of Confirmation Information Description Accompanying Call ===
The call center 5 performs a well-known inbound service in which an attendant responds to a call from a mobile phone user to a predetermined telephone number. A typical example is order acceptance work for accepting a mail order purchase application. As is well known, the clerk operates the clerk terminal 7 while talking to the mobile phone user (product purchase applicant), and based on the content of the call with the applicant, the applicant's name and address, purchase When necessary items such as product name, quantity, desired delivery date, payment method, etc. are input, a confirmation information description in which the input information is arranged in a predetermined format is generated at the staff terminal 7.

  As an example different from the mail order business, there is, for example, an opinion solicitation business by telephone. In the call center 5, a clerk responds to a call from a mobile phone user to a predetermined contact phone number, and the clerk looks at the question answer screen displayed on the clerk terminal 7 and calls the respondent (calls The mobile phone user) asks a question, listens to an answer to the question, and inputs it to the clerk terminal 7. By the terminal operation based on such a call, the staff terminal 7 generates a confirmation information description in which necessary items such as the respondent's occupation, age, and sex, and a summary of the answer to each question are arranged in a predetermined format.

=== Generating business records ===
Prior to the generation process of the confirmation information description, when the call center 6 accepts an incoming call from the mobile phone user to the contact phone number, the CTI server 6 automatically uses the well-known means to specify the mobile phone number of the other party. A process of notifying the mobile phone number to the staff terminal 7 of the person in charge who detects and makes a call with the mobile phone user is executed. Then, when the confirmation information description is generated in the attendant terminal 7 through the above process, the confirmation information description and the mobile phone number of the other party are associated with each other and temporarily stored, and this information set is stored in the CTI server 6. Delivered to.

  When a plurality of clerk responds to the telephone call from the mobile phone user to the counter phone number and operates the clerk terminal 7 one after another, the confirmation information description and the mobile phone number information at the plurality of clerk terminals 7 As the sets are generated one after another, the call center 5 executes processing for assigning each information set with an identifier (in this specification, a call number) for individually identifying these information sets. Call number assignment processing can be performed by the attendant terminal 7 or by the CTI server 6.

  As described above, a business record including at least a call number, a mobile phone number, and a confirmation information description is generated in the call center 5, and this business record is delivered from the CTI server 6 to the database server 3 and accumulated in a predetermined database. The

=== SMS transmission processing ===
The database server 3 and the SMS server 4 cooperate to execute processing for generating an SMS message (short message) and transmitting it to the mobile phone network based on the business record registered in the database as follows. In the SMS telegram, a guidance text that informs the mobile phone user that the message is a confirmation message of the call content is described, and a unique URL generated as described below is described. As an example, the guidance text is a description such as “Confirmation of the content that was heard on the phone just before. Click the URL below”.

  The unique URL described in the SMS message is a URL including information associated with the call number attached to the business record that is the origin of the generation of the SMS message, and an HTTP request indicating this URL is transmitted on the Internet. Then, the request arrives at the Web server 2 of the confirmation information processing system 1, and in the system 1 that has received the request, one business out of many business records registered in the database from the description of the URL. It is a URL having a logical configuration that a record can be specified.

  The destination of the SMS message is a mobile phone number described in a business record that is the origin of the generation of the SMS message. The above is summarized in FIG. One business record was extracted from the database. The business record includes a call number D, a mobile phone number B, and a confirmation information description C. In this case, the database server 3 and the SMS server 4 generate a unique URL (E) linked to the call number D, create an SMS message F describing the URL (E) together with the above guidance text, This is transmitted with the mobile phone number B as the destination.

=== HTTP request and response ===
The SMS message F is received by the mobile phone A having the mobile phone number B, and the unique URL (E) is displayed on the display together with the guidance text. When the mobile phone user clicks the displayed unique URL (E), an HTTP request is transmitted from the mobile phone A, and this request is received by the Web server 2 of the confirmation information processing system 1 (see FIG. 2). ).

  The Web server 2 that has received the HTTP request for the URL (E) identifies from the description of the URL (E) that the HTTP request originated from the business record of the call number D stored in the database. A Web page (confirmation document HTML message) is generated by executing a predetermined CGI program based on the business record of the call number D, and this is the request terminal (in this example, the mobile phone A with the mobile phone number B). ) As an HTTP response.

  The Web page (confirmation document HTML message) reflects the content of the confirmation information description C in the business record of the call number D. The specific contents, format, and expression form are not directly related to the present invention, and may be freely implemented.

  For example, in the case of the mail-order business mentioned above, a Web that describes the contents of the order received by telephone response, the name and address of the applicant, the name and quantity of the product to be purchased, the desired delivery date, the payment method, etc. along with the reception date and time. Create a page. Depending on the circumstances, the URL for accessing the website of the merchant delivering the ordered product and notifying the delivery status of the merchandise may be entered, or the settlement site affiliated with the merchant may be accessed. A URL for paying for the product may be described.

  In the case of the above-described opinion solicitation work, a Web page is created in which it is easy to see the contents that the staff listened to from the respondents and arranged, the occupation / age / gender of the respondent, and the answer summary for each question. In the case of a business that presents a book voucher or coupon as a reward to the respondent, the URL of the Web site that the user should access to receive the corresponding book voucher or coupon may be described.

=== Example in which authentication by password for each user is adopted ===
The above-described embodiment arranged in FIG. 2 will be described. When the Web server 2 receives an HTTP request to the unique URL (E) from the mobile phone, the Web server 2 creates a Web page based on the business record of the call number D and transmits it as an HTTP response as described above. The CGI program that sends the authentication page as the first page, enters the password in a predetermined field on the page, receives the entered password, confirms the validity, and then sends the second page May be.

  In the present invention, since the call number D can be specified from the unique URL (E), a password set for each call number can be used. In the simplest embodiment, the password is a mobile phone number, and the above authentication page prompts “Please enter your mobile phone number”. Since the business record of the call number D is specified from the unique URL (E), the validity is obtained when the mobile phone number B recorded in the business record matches the mobile phone number entered by the user on the authentication page. It can be judged that there is.

  Also, in the process of making a confirmation information description by making a call between a mobile phone user and a call center staff, for example, it is decided to use the user's name as a password, and the name is described in the password field in the confirmation information description. Keep it. If it does so, it can authenticate using the password negotiated by telephone call similarly to the above.

=== Example in which a viewing time limit for a confirmation document HTML message is provided ===
As described in detail so far, in the present invention, the unique URL (E) associated with the call number D of the business record accumulated in the database is generated and notified to the corresponding user. In addition, it is possible to individually control the time limit for viewing the confirmation document HTML message (Web page) generated based on the business record of the call number D for each business record. With this feature, there is an effect that a useful service can be realized in various embodiments.

That is, this invention can be implemented in an appropriate form as a method specified by the following items (11) to (15).
(11) The method is executed by a computing system connected to the mobile phone through the mobile phone network and the Internet. (12) The mobile phone number in response to the call received from the mobile phone A for the counter phone number. B is obtained, and a staff member who talks with the user of the mobile phone A operates the staff terminal to input confirmation information based on the content of the call, and the confirmation information based on the confirmation information based on the confirmation information. Description C and call number D are associated and recorded in the database (13) Confirmation information description C includes expiration date information (14) Unique information including information linked to call number D An SMS that generates a URL (E) and describes the URL (E) and a sentence that informs the user that the message is related to the confirmation information description C Create a sentence F and send the SMS message F through the cellular phone network with the mobile phone number B as the destination. (15) HTTP request due to the URL (E) being clicked on the cellular phone A that received the SMS message F Is received from the database, the confirmation information description C associated with the call number D associated with the URL (E) is acquired from the database, and the request is based on the expiration date information in the confirmation information description C. Is determined to be within the validity period, and if it is within the validity period, an HTML message of the confirmation document created based on the confirmation information description C is transmitted to the mobile phone A as an HTTP response.

Similarly, the present invention can be implemented in an appropriate form as a method specified by the following items (21) to (26).
(21) The method is executed by a computing system connected to the mobile phone through the mobile phone network and the Internet. (22) The mobile phone number in response to the call received from the mobile phone A for the contact phone number. B is obtained, and a staff member who talks with the user of the mobile phone A operates the staff terminal to input confirmation information based on the content of the call, and the confirmation information based on the confirmation information based on the confirmation information. Description C and call number D are associated with each other and recorded in the database (23) Confirmation information description C is added with a status flag being processed (24) Information associated with call number D And a unique URL (E) including the URL (E) and a sentence that tells the user that the message is related to the confirmation information description C Create the described SMS message F, send the SMS message F through the mobile phone network with the mobile phone number B as the destination (25) URL (E) was clicked on the mobile phone A that received the SMS message F When the HTTP request is received through the Internet, the confirmation information description C associated with the call number D associated with the URL (E) is acquired from the database, and the status flag in the confirmation information description C is being processed. If it is, the HTML message of the confirmation document created based on the confirmation information description C is transmitted as an HTTP response to the mobile phone A. (26) A processing end notification associated with the call number D is received from a predetermined external system If the status flag in the confirmation information description C associated with the call number D in the database is terminated To renew

Claims (6)

A method of automatic processing performed by a computing system connected to a mobile phone through a mobile phone network and the Internet,
A mobile phone number B is obtained in response to a call received from the mobile phone A with respect to the counter phone number, and a staff member who talks with the user of the mobile phone A operates the staff terminal to confirm information based on the content of the call The mobile phone number B, the confirmation information description C based on the confirmation information, and the call number D are associated with each other and recorded in the database;
A unique URL (E) including information linked to the call number D is generated, and this URL (E) and a sentence that informs the user that the message is related to the confirmation information description C are described. Creating an SMS message F, sending the SMS message F through the mobile phone network with the mobile phone number B as the destination;
When the mobile phone A that has received the SMS message F receives an HTTP request over the Internet by clicking on the URL (E), the confirmation information description C associated with the call number D associated with the URL (E) And transmitting the HTML message of the confirmation document created based on the confirmation information description C to the mobile phone A as an HTTP response. A method of automatic processing performed by a computing system connected to a mobile phone through a mobile phone network and the Internet,
A mobile phone number B is obtained in response to a call received from the mobile phone A with respect to the counter phone number, and a staff member who talks with the user of the mobile phone A operates the staff terminal to confirm information based on the content of the call , The step of associating the mobile phone number B with the confirmation information description C based on the confirmation information and the call number D in the database, and validating the confirmation information description C here. Contains deadline information,
A unique URL (E) including information linked to the call number D is generated, and this URL (E) and a sentence that informs the user that the message is related to the confirmation information description C are described. Creating an SMS message F, sending the SMS message F through the mobile phone network with the mobile phone number B as the destination;
When the mobile phone A that has received the SMS message F receives an HTTP request over the Internet by clicking on the URL (E), the confirmation information description C associated with the call number D associated with the URL (E) Is obtained from the database, and based on the expiration date information in the confirmation information description C, it is determined whether or not the request is within the expiration date. If it is within the expiration date, the request is created based on the confirmation information description C Transmitting an HTML message of the confirmed document to the mobile phone A as an HTTP response. A method of automatic processing performed by a computing system connected to a mobile phone through a mobile phone network and the Internet,
A mobile phone number B is obtained in response to a call received from the mobile phone A with respect to the counter phone number, and a staff member who talks with the user of the mobile phone A operates the staff terminal to confirm information based on the content of the call , The step of associating the mobile phone number B with the confirmation information description C based on the confirmation information and the call number D in the database, and processing the confirmation information description C A medium status flag is added,
A unique URL (E) including information linked to the call number D is generated, and this URL (E) and a sentence that informs the user that the message is related to the confirmation information description C are described. Creating an SMS message F, sending the SMS message F through the mobile phone network with the mobile phone number B as the destination;
When the mobile phone A that has received the SMS message F receives an HTTP request over the Internet by clicking on the URL (E), the confirmation information description C associated with the call number D associated with the URL (E) And when the status flag in the confirmation information description C is being processed, sending an HTML message of the confirmation document created based on the confirmation information description C to the mobile phone A as an HTTP response;
Updating the status flag in the confirmation information description C associated with the call number D in the database to process end when receiving a process end notification associated with the call number D from a predetermined external system. Method. The HTML message of the confirmation document created based on the confirmation information description C causes the mobile phone A that has received the confirmation message to display an authentication screen, causes the authentication information input by the user to be transmitted to the system on the authentication screen,
The system verifies the validity of the authentication information received from the mobile phone A based on the confirmation information description C. If the authentication information is valid, the system confirms the HTML message of the confirmation document newly created based on the confirmation information description C. The method according to claim 1, wherein the method is transmitted to the mobile phone A.   A computing system that implements the automatic processing method according to claim 1.   A program for causing a computer system to implement the automatic processing method according to claim 1.

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