JP2017022487A - Telephone call transfer system and telephone call transfer method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology that enables an item to be identified by guidance in the case of telephone call transfer and suppresses a processing load during the telephone call transfer.SOLUTION: A call transmitted from a transmission-side telephone set to a telephone number for contact that is constituted by combining a transfer determination number and an additional number, is received and the transfer determination number is extracted from the telephone number for contact. A transfer destination number corresponding to the transfer determination number is acquired from a storage part, and a call is originated to the transfer destination telephone number. When the call with a transfer destination telephone set is set up, voice guidance corresponding to the additional number is outputted, and the call of the transmission-side telephone set and the call of the transfer destination telephone set are connected.SELECTED DRAWING: Figure 4

Description

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

  A telephone number is posted on web pages on the Internet, advertisements such as magazines, pamphlets, flyers, etc. (hereinafter also referred to as informational advertising media), and when a call is made to the telephone number, the telephone number is assigned. A system has been proposed in which a call is transferred to an advertiser and recorded as an advertisement result, and the advertiser is charged according to the advertisement result (Patent Document 1).

  In addition, as a conventional telephone transfer system, when there is a call to a telephone number posted on an advertising medium, a system is proposed that plays voice guidance when transferring a call to an advertiser who has been assigned the telephone number. ing.

  FIG. 1 is a diagram showing an example in which an advertisement telephone number 91 used in a conventional telephone transfer system is posted on a web page 92. FIG. 2 is a diagram for explaining an example of the database 93 in which advertisement telephone numbers, transfer destination telephone numbers, and voice guidance are stored in association with each other, and telephone transfers using the database 93.

  For example, when the user who viewed the web page 92 in FIG. 1 calls the advertising telephone number “0037-640-80X-1235”, the telephone transfer system corresponds to “0037-640-80X-1235”. The forwarding telephone number “03-X222-2345” is retrieved from the database 93 in FIG. 2, the telephone is forwarded to the forwarding telephone number, and the corresponding voice guidance is provided when the advertiser's telephone responder responds. Outputs “○ × △ Call for advertisement”. Thereby, the telephone corresponding person can recognize and respond to the telephone call from the user who saw the advertisement.

JP 2005-115945 A Japanese Patent No. 5411290

  In the above conventional telephone transfer system, the advertising telephone number, the forwarding destination telephone number, and the voice guidance are uniquely associated. Therefore, if there is only one forwarding destination, the assigned advertising telephone number is also one. There is also one voice guidance output at the time of the transfer. For this reason, the caller who has received the transfer can recognize that the call is for an advertisement by voice guidance. However, if a plurality of items are listed on the web page 92, it is necessary to determine which item the call is for. Can not grasp. Therefore, it is necessary for the telephone support person to find out which item the telephone (caller) is calling from during the call, leading to an increase in the call time.

For this reason, as shown in FIG. 3, it is conceivable that an advertisement telephone number is assigned to each item, and the advertisement telephone number and voice guidance for each item are associated with each other. For example, when the user makes a call to the advertising telephone number “0037-640-70X-0002” of the desired item, the telephone forwarding system corresponds to the forwarding destination telephone number “0037-640-70X-0002”. “03-X222-2345” is retrieved from the database 93 of FIG. 2, the call is transferred to the forwarding telephone number, and the corresponding voice guidance “○ △ Advertisement Is a call to the item. In this way, when the telephone operator responds, if the user can grasp which item the user has called by outputting voice guidance identifying each item, the telephone operator This eliminates the need for listening during a call, leading to a reduction in call time. However, if an advertisement telephone number is assigned for each item and managed in association with voice guidance, the amount of data in the database increases in proportion to the number of items, resulting in a great processing load. For example, if one hundred items are associated with 10,000 transfer destinations, one million records are managed, and the processing load increases. In particular, the information of each item that appears in the advertisement is updated daily. If you try to manage voice guidance for each item, each time an advertiser changes the item of the advertisement, Since the database is also changed, the update frequency becomes too high, and it is not practical to manage the voice guidance of many items. In other words, it is practically difficult to assign an advertisement telephone number for each item and output a different voice guidance for each item at the time of telephone transfer.

  In view of the above, an object of the present invention is to provide a technique capable of specifying an item based on guidance at the time of telephone transfer and suppressing processing load at the time of telephone transmission.

In view of the above problems, the telephone transfer method of the present invention provides:
Receiving a call originated from a calling telephone addressed to a contact telephone number configured by combining a transfer decision number and an additional number;
Extracting the forwarding decision number from the contact telephone number and obtaining a forwarding destination telephone number corresponding to the forwarding decision number from a storage unit;
Making a call to the forwarding telephone number and outputting a voice guidance corresponding to the additional number when establishing a call with the forwarding telephone;
Connecting the call of the caller telephone and the call of the forwarding telephone;
Is executed by the computer.

The telephone transfer method is:
In the step of outputting the voice guidance, the reading of the additional number may be output as the voice guidance.

The telephone transfer method is:
In the step of outputting the voice guidance, the voice guidance corresponding to the additional number is acquired via a network from a device (guidance management system) that stores the additional number and the voice guidance in association with each other, and the voice Guidance may be output via a call with the forwarding telephone number.

The telephone transfer method is:
Executing the step of issuing the transfer decision number associated with the guidance management system;
If the transfer determination number extracted from the contact telephone number is associated with the address of the guidance management system, the voice corresponding to the additional number is transmitted from the guidance management system corresponding to the transfer determination number. Guidance may be obtained. The guidance management system may be different for each transfer determination number.

The telephone transfer method is:
Issuing the forwarding decision number corresponding to the forwarding telephone number;
And generating the contact telephone number by adding the additional number to the forwarding decision number.

Further, in view of the above problems, the telephone transfer system of the present invention is
A storage unit for storing a transfer determination number and a transfer destination telephone number in association with each other;
A first call control unit for receiving a call sent from a calling telephone to a contact telephone number configured by combining the transfer determination number and an additional number;
Extracting the forwarding decision number from the contact telephone number, and obtaining a forwarding destination telephone number corresponding to the forwarding decision number from the storage unit;
A second call control unit for making a call to the transfer destination telephone number and outputting a voice guidance corresponding to the additional number when establishing a call with the transfer destination telephone;
A connection control unit for connecting the call of the calling telephone and the call of the transfer destination telephone;
Is provided.

  The contents described in the means for solving the problems can be combined as much as possible without departing from the problems and technical ideas of the present invention. The contents of the means for solving the problems can be provided as a device such as a computer or a system including a plurality of devices, a method executed by the computer, or a program executed by the computer. Further, a recording medium that holds the program may be provided.

  ADVANTAGE OF THE INVENTION According to this invention, the technique at the time of telephone transfer can be provided while specifying the item by the guidance at the time of telephone transfer and suppressing the processing load at the time of telephone transfer.

FIG. 1 is a diagram showing an example in which advertising telephone numbers used in a conventional telephone transfer system are posted on a web page. FIG. 2 is a diagram for explaining an example of a database in which advertisement telephone numbers, transfer destination telephone numbers, and voice guidance are stored in association with each other and telephone transfer using this database. FIG. 3 is a diagram illustrating an example of a database that stores voice guidance in association with each item. FIG. 4 is a schematic diagram of the telephone transfer system according to the first embodiment. FIG. 5 is a schematic configuration diagram of a call control server (call control device). FIG. 6 is a diagram illustrating an example of a transfer database according to the first embodiment. FIG. 7 is a schematic configuration diagram of the application server. FIG. 8 is a schematic configuration diagram of the web server. FIG. 9 is a diagram for explaining a preparation procedure according to the telephone transfer method. FIG. 10 is an explanatory diagram of an advertisement telephone number (contact telephone number). FIG. 11 is a diagram showing a procedure for processing an advertising telephone number in the web server. FIG. 12 is an explanatory diagram of the telephone transfer method according to the first embodiment. FIG. 13 is an explanatory diagram of the telephone transfer method according to the first embodiment. FIG. 14 is a schematic diagram of a telephone transfer system according to the second embodiment. FIG. 15 is a diagram illustrating an example of a transfer database according to the second embodiment. FIG. 16 is an explanatory diagram of a telephone transfer method according to the second embodiment. FIG. 17 is an explanatory diagram of a telephone transfer method according to the second embodiment.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In addition, the following embodiment is an illustration of this invention and this invention is not limited to the following structure.

<Embodiment 1>
<System configuration>
FIG. 4 is a schematic diagram of the telephone transfer system according to the first embodiment of the present invention. The telephone transfer system 10 according to the first embodiment includes the application server 2 and the call control server 7, and when a user who has viewed the advertisement 80 places a call to an advertisement telephone number (contact telephone number), the telephone transfer system 10. When the call is forwarded to the forwarding telephone number corresponding to the advertisement telephone number and the telephone support person on the advertiser side answers, the corresponding voice guidance “○ △△ is the call for the advertisement. △ □ ”is output. Thereby, when the telephone corresponding person receives a telephone call from the user, it is possible to grasp which number item of which advertisement the user is calling.

  The user-side telephone 3 and the store-side telephone 4 are telephones that place a call to the telephone transfer system 10 via the telephone line D or receive a telephone call from the telephone transfer system 10 to make a call. In this example, the user side telephone 3 is a form of a calling side telephone, and the shop side telephone 4 is a form of a transfer destination side telephone. The user-side telephone 3 and the store-side telephone 4 may be fixed telephones or mobile phones, and information processing for browsing the web and sending / receiving e-mails via a network N such as the Internet like a smartphone. It may have a function as a device (client terminal) and a function as a telephone for performing a voice call via the telephone line D.

  In addition, the user side telephone 3 and the shop side telephone 4 and the telephone transfer system 10 are connected to each other through equipment such as a telephone station exchange or a repeater, especially equipment such as a radio base station in the case of a mobile phone. However, since these facilities have a known configuration, they are simply shown as a telephone line D and will not be described in detail.

FIG. 5 is a schematic configuration diagram of the call control server (call control device) 7. The call control server 7 is a device that controls calls between telephones via the telephone line network D. In the present embodiment, the call control server 7 is a CTI that controls calls between telephones by SIP (Session Initiation Protocol).
It is a server. Note that the call control server 7 of the present embodiment can be used as a SIP server if it can realize a function of controlling a call connecting the user side telephone 3 and the store side telephone 4 as a transfer destination and outputting voice guidance. It is not limited to other types of telephone exchanges. As shown in FIG. 5, the call control server 7 includes an arithmetic processing unit 72 composed of a central processing unit (CPU) and a main memory, a storage unit (hard disk) 73 storing data and software for arithmetic processing, input / output The computer includes an interface 74, a communication control unit (CCU) 75, and the like.

  The input / output interface 74 is an interface that is connected to input / output means and performs input / output of signals. A console (including a keyboard and a display), a storage medium read / write device, and the like are appropriately connected to the input / output interface 74 as input / output means.

The CCU 75 transmits (receives calls) and receives calls via the telephone line network D, and connects to the user side telephone 3 and the shop side telephone 4 to transmit and receive audio signals. The CCU 75 of this embodiment performs communication according to SIP, and controls calls to the user side telephone 3 and the shop side telephone 4 via a VoIP gateway or a radio base station in the telephone line network D. For example, the store-side telephone 4 is accommodated in a VoIP gateway in the telephone line network D, and voice signals and control signals from the store-side telephone 4 are converted into VoIP packets by the VoIP gateway and sent to the call control server 7. The VoIP packet transmitted from the call control server 7 to the store-side telephone 4 is converted into a voice signal or a control signal by the VoIP gateway and sent to the store-side telephone 4. Further, the user side telephone 3 is accommodated in the radio base station via a mobile phone line, and the voice signal and control signal from the user side telephone 3 are converted into VoIP packets by the radio base station and sent to the call control server 7. Sent. The VoIP packet transmitted from the call control server 7 to the user side telephone 3 is converted into a voice signal or a control signal by the radio base station and sent to the user side telephone 3. Note that the communication method is not particularly limited as long as the user-side telephone 3 and the shop-side telephone 4 can make a call.

  The storage unit 73 stores software such as an operating system (OS) and application software, and stores a transfer database 731 in which transfer determination numbers are associated with transfer destination telephone numbers.

  FIG. 6 is a diagram illustrating an example of the transfer database 731. As shown in FIG. 6, the transfer database 731 stores a transfer determination number and a transfer destination telephone number in association with each other. The transfer destination telephone number is the telephone number of the store-side telephone 4 provided in the transfer destination store, and is determined for each transfer destination.

  The transfer determination number is a number uniquely associated with the transfer destination telephone number, and in this embodiment, a 12-digit number is used.

  The arithmetic processing unit 72 appropriately reads out and executes the OS and application program from the storage unit 73, and performs arithmetic processing on information input from the input / output interface 74 and the CCU 75 and information read from the storage unit 73. It also functions as one call control unit 781, second call control unit 782, connection control unit 783, and transfer destination determination unit 784.

  The first call control unit 781 receives a call sent from the user telephone 3 to a contact telephone number configured by combining a transfer determination number and an additional number.

  The transfer destination determination unit 784 extracts the transfer determination number from the contact telephone number, and acquires the transfer destination telephone number corresponding to the transfer determination number from the storage unit.

  The second call control unit 782 makes a call to the transfer destination telephone number, and outputs a voice guidance corresponding to the additional number when establishing a call with the transfer destination telephone.

  The connection control unit 783 controls the first call control unit 781 and the second call control unit 782 to connect the call on the user side phone 3 and the call on the store side phone 4 or the contact phone 3 of the contact side. Call control of the store-side telephone 4 or the like is performed. For example, the voice data received by the first call control unit 781 via a call with the user-side telephone 3 is transmitted from the second call control unit 782 to the store-side telephone 4 via a call with the store-side telephone 4, By transmitting the voice data received by the second call control unit 782 via the call with the store side telephone 4 from the first call control unit 781 to the user side telephone 3 via the call with the user side telephone 3. The telephone 3 on the user side and the telephone 4 on the store side can talk to each other. Note that so-called third party call control can be used for the process of connecting these two calls.

  In addition, the connection control unit 783 disconnects the call when receiving the call end signal or the disconnection signal of the call for which the call control is performed, and when the call ends or periodically records the call history information as a log. 2 is notified. Here, the log includes, for example, an incoming call number (advertisement telephone number), an additional number, an incoming time, a transfer destination telephone number, a call end time, and the like.

FIG. 7 is a schematic configuration diagram of the application server 2. As shown in FIG. 7, the application server 2 includes an arithmetic processing unit 22 including a central processing unit (CPU) and a main memory, a storage unit (hard disk) 23 storing data and software for arithmetic processing, an input / output interface. 24, Communication Control Unit (CCU)
25 and the like.

  The input / output interface 24 is an interface that is connected to input / output means and performs input / output of signals. A console (including a keyboard and a display), a storage medium read / write device, and the like are appropriately connected to the input / output interface 24 as input / output means.

  The CCU 25 establishes a connection with another computer via the network N, and controls communication with the other computer according to a command from the CPU.

  The storage unit 23 stores software such as an operating system (OS) and application software.

  The arithmetic processing unit 22 reads the OS and application program from the storage unit 23 as appropriate and executes them, and performs arithmetic processing on information input from the input / output interface 24 and the CCU 25 and information read from the storage unit 23, thereby transferring the information. It also functions as a decision number management unit 221 and a log management unit 222.

  The transfer decision number management unit 221 manages the transfer decision number such as payout to the transfer destination, registration in the database, and deletion from the database. The transfer decision number management unit 221 may register or delete the transfer decision number directly in the transfer database 731 of the call control server 7, or transfer to the database stored in the storage unit (hard disk) 23. The decision number may be registered or deleted, and this database may be synchronized with the transfer database 731 of the call control server 7.

  The log management unit 222 acquires call history information (log) transferred from the call control server 7 and transmits it to the transfer destination terminal (information processing apparatus) 5.

FIG. 8 is a schematic configuration diagram of the web server 1 in the present embodiment that provides a web page on which an advertisement is posted. As shown in FIG. 8, the web server 1 has a central processing unit (CPU).
unit), a main memory, an arithmetic processing unit 12, a storage unit (hard disk) 13 storing data and software for arithmetic processing, an input / output interface 14, a communication control unit (CCU: Communication Control Unit) 15 and the like. Computer.

  The input / output interface 14 is an interface that is connected to input / output means and performs input / output of signals. A console (including a keyboard and a display), a storage medium read / write device, and the like are appropriately connected to the input / output interface 14 as input / output means.

  The CCU 15 establishes a connection with another computer via the network N, and controls communication with the other computer according to a command from the CPU.

  The storage unit 13 is installed with software such as an operating system (OS) and application software, and stores data such as web pages constituting a website.

  The arithmetic processing unit 12 appropriately reads out and executes the OS and application program from the storage unit 13, and performs arithmetic processing on information input from the input / output interface 14 and the CCU 15 and information read from the storage unit 13, thereby transferring the information. It also functions as a determination number acquisition unit 41, a telephone number generation unit 42, and a web page provision unit 43.

  The transfer determination number acquisition unit 41 acquires a transfer determination number from the application server 2.

  The telephone number generation unit 42 adds an additional number assigned to each item to the acquired transfer determination number to generate an advertising telephone number for each item.

  The web page providing unit 43 inserts an advertisement telephone number into a web page on which an advertisement is posted, and provides the web page when receiving a browsing request.

<Management method>
Next, an access management method executed by the telephone transfer system will be described with reference to FIGS.

  First, the advertiser applies for a transfer service to the application server 2 and prepares an advertisement. FIG. 9 is a diagram for explaining the procedure of this preparation stage. First, the advertiser transmits the telephone number of the store receiving the transfer to the application server 2 and registers it as a transfer destination telephone number, and receives a transfer decision number for this (Step S10). That is, the application server 2 receives a store telephone number, and uses a transfer determination number (transfer determination number not associated with another transfer destination telephone number) that is vacant with the store telephone number as a transfer destination telephone number. Correspondingly, it registers in the transfer database 731 and pays out the transfer determination number to the advertiser.

Next, the advertiser assigns an additional number to each product (item) to be posted in the advertisement, and adds this additional number to the transfer determination number to create an advertising telephone number (step S20). And
The advertiser publishes the advertising telephone number together with each product on a medium such as a web page or a magazine (step S30).

  FIG. 10 is an explanatory diagram of an advertisement telephone number (contact telephone number). The advertising telephone number is a telephone number that is reserved for the call control device so that the call control device 7 receives a call when a call is made from the user side telephone 3 to the telephone number. For example, a 14-digit phone number such as 00XY-ABCD-EFGH-αβ (alphabet characters excluding hyphens and Greek letters are arbitrary numbers) is used. Secure. That is, if the first eight digits are 00XY-ABCD, all calls are received by the call control device 7 regardless of the number of the last six digits. Therefore, even if the last six digits are numbered freely, all calls addressed to this number can be received by the call control device 7. In this way, a plurality of telephone numbers for the call control device 7 are secured, and the first 12 digits are used as a transfer decision number and the last 2 digits are used as an additional number. The transfer determination number management unit 221 of the application server 2 uniquely associates the transfer determination number with the transfer destination telephone number by changing the last four digits of the transfer determination number for each transfer destination telephone number. The transfer decision number and the additional number are not limited to this number of digits, and may be set arbitrarily. Further, the additional number is not limited to the end, and any digit can be used as long as it is a digit that can be freely numbered (six digits in this example) among the telephone numbers secured to receive calls by the call control device 7. Good.

The additional number is a number that can be freely numbered by the advertiser, and is uniquely assigned to each product (item, also referred to as a property in this example). The process of generating an advertisement telephone number by adding this additional number to the transfer determination number and the process of placing the advertisement telephone number in the advertisement are not limited to being performed by the advertiser as shown in FIG. The computer may do. For example, as shown in FIG. 11, the web server 1 transmits the store telephone number to the application server 2 and registers it as a transfer destination telephone number, receives a transfer decision number for this (Step S110), An advertisement telephone number is created by adding the additional number of (item) to the transfer determination number (step S120), and the advertisement telephone number 83 is posted on the web page 81 and provided (step S130). FIG. 11 shows an example in which an advertisement telephone number (real estate inquiry telephone number) 83 is posted for each item (property) 82 of the web page 81.

Then, as shown in FIGS. 12 and 13, when the user who has seen the advertisement on the web page 81 or the like makes a call to the advertising telephone number 83 and makes a call from the user telephone 3 (step) S210), the call control server 7 determines the transfer determination number from the incoming call number and determines the transfer destination telephone number (step S220). For example, when the incoming call number is “0037-6402-1112-02”, the first 12 digits “0037-6402-1112” is the transfer decision number. From the transfer database 731 in FIG. 03-X222-2345 ".

  Next, the call control server 7 determines whether or not there is an additional number (step S230), and if there is an additional number (step S230, Yes), converts the reading of the additional number into voice data (step S240). For example, if the additional number is “02”, the voice data is read aloud, such as “Ichi-kyu” if it is “Zero-ni” or “19”. As described above, if the additional number is read as voice guidance, the additional number can be expressed by combining the 0 to 9 voice data only by having 0 to 9 voice data. That is, an additional number for specifying an item can be transmitted to the transfer destination with the audio data without providing a database storing the audio data for each item. The voice data is not limited to one type, but “0, 1, 2, 3, 4... 9” can be read and voiced as “maru, person, lid, san, yo ... kyu”. There may be a plurality of types of audio data having different heights, and the selected types of audio data may be output. In addition, in order to prevent mistaken listening or missed listening, the type of audio data may be changed and output multiple times. Furthermore, as the second digit (ten's place) voice data, “1” is “10”, “2” is “10”, “9” is “10”. If the additional number is “11”, the voice guidance is “11”, and the additional number is “13”. The voice guidance may be voice guidance that reads out numbers according to the number of digits, such as “Ju-san”. If it is determined in step S230 that there is no additional number (step S230, No), it is determined that there is no voice guidance for the additional number (step S245).

  The call control server 7 makes a call to the transfer destination telephone number (step S250), and when the store-side person in charge responds by off-hooking the store-side telephone 4 (step S260), the call control server 7 The phone number is as follows: The specified voice guidance (post-response guidance) indicating that the call is from the forwarding system is output (step S270), followed by “Zero-ni”. The voice guidance indicating the additional number (additional number guidance) is output (step S280). A predetermined voice message such as “No.” may be sent after the additional number guidance. If it is determined in step S230 that there is no additional number (No in step S230), it is not necessary to output the additional number guidance, and it indicates that there is no information for specifying an item such as “No”. Voice guidance may be output.

  Then, the call with the user side telephone 3 and the call with the shop side telephone 4 are connected and disconnected after the end of the call (step S290).

As described above, according to the present embodiment, by outputting the voice guidance indicating the additional number, the person in charge on the store side who has received the transfer can grasp which product the telephone is about, and the telephone support person can make a call. In particular, it is not necessary to ask the user (caller) what item to call, which leads to shortened call time and improved customer satisfaction. In this embodiment, since the voice guidance indicating the additional number is obtained by converting the received additional number, it is not necessary to register the voice guidance in the transfer database 731 for each item, and the processing load is reduced. . For example, as shown in FIG. 6, the transfer database 731 of the present embodiment does not register voice guidance for each item, so the data amount is smaller than the database 93 of the conventional transfer system shown in FIG. The processing for managing 731 is reduced.

  In the telephone transfer system 10 of the present embodiment, since the transferred call history can be acquired as a log, it is possible to determine to which item each call is a call based on the additional number. Therefore, useful marketing information etc. can be derived.

<Modification>
In the first embodiment, an example in which the reading of the additional number is converted into voice data and converted into the additional number guidance is shown. However, the present invention is not limited to this. "Additional number guidance table is created by previously associating voice data that explains the item for each additional number, such as" recruitment "for" 99 "and" support "for" 99 ", and stored in the storage units 23 and 73. It is good also as a composition. Since other configurations are the same as those of the first embodiment, different portions will be mainly described.

  Each advertiser or each web server 1 selects voice data suitable for the item from the additional number guidance table, adds the corresponding additional number to the transfer determination number, creates an advertising telephone number, and posts it in the advertisement.

  When a user who has viewed an advertisement such as a web page makes a call to the advertising telephone number and makes a call from the user telephone 3 (step S210), the call control server 7 starts from the incoming number. The transfer determination number is determined, and the transfer destination telephone number is determined (step S220). Further, the call control server 7 obtains the voice data corresponding to the additional number from the additional number guidance table to obtain the additional number guidance, and outputs the additional number guidance when the store telephone 4 responds (step S280).

  In this way, voice data corresponding to the additional number is determined in advance and an additional number guidance table is created, and this additional number guidance table is shared for a plurality of transfer destinations (advertisers), so that an advertising telephone number is provided for each item. Even if it is given, it is not necessary to manage voice guidance for all advertising telephone numbers, and only the voice data corresponding to the additional number need be managed as the additional number guidance table, and the processing load can be reduced.

<Embodiment 2>
In the first embodiment, the additional number is converted into voice data. However, in the second embodiment, the configuration for acquiring the voice guidance indicating the additional number from the guidance management system is different. Since other configurations are the same, the same elements are denoted by the same reference numerals and the description thereof is omitted.

  14 is a schematic diagram of a telephone transfer system according to the second embodiment, FIG. 15 is a diagram illustrating an example of a transfer database according to the second embodiment, and FIGS. 16 and 17 are explanatory diagrams of the telephone transfer method according to the second embodiment. It is.

As shown in FIG. 14, the telephone transfer system 10A of the second embodiment is connected to the guidance management system 6 via a network. The guidance management system 6 stores the additional number of each item and the voice guidance in association with each other. As long as the guidance management system 6 can be accessed from the telephone transfer system 10A, the guidance management system 6 may be installed anywhere in the telephone transfer system 10A or in a store. Maintenance of the guidance management system 6 is performed by a store person in charge when an additional number is assigned to each item. For example, when the advertiser applies for the forwarding service as shown in FIG. 9, the telephone number of the store receiving the forwarding and, if necessary, the address of the guidance management system (such as a URL or IP address, for connection with a specific guidance management system) The connection destination information (hereinafter, an example of a URL) is transmitted to the application server 2 and registered as a transfer destination telephone number, and a transfer decision number is paid out (step S10). That is, the application server 2 receives the store telephone number and the URL of the guidance management system, registers the store telephone number in the transfer database 731 in association with the vacant transfer determination number as the transfer destination telephone number, and Give the forwarding decision number to the advertiser.

  In the second embodiment, the transfer database of the call control server 7 stores a transfer determination number, a transfer destination telephone number, and an address (URL) of the guidance management system in association with each other as shown in FIG. Thus, by storing the URL of the guidance management system in association with each transfer determination number, additional number guidance is provided for each transfer determination number, that is, for each transfer destination (advertiser) determined by the transfer determination number. You can specify the guidance management system to be acquired. This guidance management system may be different for each transfer destination (advertiser), or may be shared by different transfer destinations (advertisers).

  Then, as shown in FIGS. 16 and 17, when the user who has seen the advertisement on the web page 81 or the like makes a call to the advertisement telephone number and makes a call from the user telephone 3 (step S210). The call control server 7 determines the transfer determination number from the incoming call number, and determines the corresponding transfer destination telephone number and the address of the guidance management system 6 (step S220A).

  Next, the call control server 7 determines whether there is an additional number (step S230), and if there is an additional number (step S230, Yes), determines whether there is information on the guidance management system 6 (step S230). Step S235). If there is information on the guidance management system 6 (step S235, Yes), the guidance management system 6 is connected based on the information (address) of the guidance management system 6 and an additional number is transmitted to the guidance management system 6. Then, the voice guidance for the additional number is acquired (step S237). If it is determined in step S235 that there is no information on the guidance management system 6 (step S235, No), the additional number is converted into voice data as described above (step S240). If it is determined in step S230 that there is no additional number (step S230, No), it is determined that there is no voice guidance for the additional number (step S242).

  The call control server 7 makes a call to the transfer destination telephone number (step S250), and when the store-side person in charge responds by off-hooking the store-side telephone 4 (step S260), the call control server 7 Call us. The product name you inquire is as follows: “Send voice guidance (post-response guidance) indicating that it is a call from the forwarding system” (step S270), then “Zero-ni” As described above, the voice guidance (additional number guidance) indicating the additional number generated in step S240 or the voice guidance (additional number guidance) acquired in step S237 like “◯ × refrigerator” is output (step S280A). It should be noted that a predetermined voice message such as “is” may be sent after the additional number guidance. If it is determined in step S230 that there is no additional number (No in step S230), it is not necessary to output the additional number guidance, and it indicates that there is no information for specifying an item such as “No”. Voice guidance may be output.

  Then, the call with the user side telephone 3 and the call with the shop side telephone 4 are connected and disconnected after the end of the call (step S290).

As described above, according to the second embodiment, by acquiring and outputting the voice guidance corresponding to the additional number, the person in charge on the store side who has received the transfer can grasp which product is the telephone, Since it is not necessary for the responder to ask the user (caller) what item the call is for in the call, the call time is shortened and customer satisfaction is improved. In the present embodiment, since the voice guidance corresponding to the additional number is acquired from the external guidance management system 6, it is not necessary to register the voice guidance for each item in the transfer database 731 and the processing load is reduced. For example, as shown in FIG. 15, the transfer database 731 of the present embodiment does not register voice guidance for each item, and therefore has a smaller data amount than the database 93 of the conventional transfer system shown in FIG. The processing for managing 731 is reduced.

<Others>
In the first and second embodiments, the example in which the contact phone number is posted in the advertisement is shown. However, the present invention is not limited to the advertisement, and a list of support services in which the contact phone number for receiving support is described for each product. Any information may be used as long as the telephone number for correspondence is shown in association with information indicating the target of telephone communication, such as an announcement in which the telephone number for communication is provided for matters widely notified by schools or local governments. In addition to information posted on paper media such as newspapers and magazines, and electronic media such as web pages, information indicating the target of telephone communications and telephone numbers for communications on broadcasting media such as television broadcasts, radio broadcasts, and private broadcasts. May be broadcast in association with each other.

  In the first and second embodiments, an example is shown in which each property in the real estate advertisement is an item. However, the item is not limited to this, and various items, services, matters to be announced in the official gazette, etc. As long as it is the target of

  The present invention also includes a computer program that executes the above-described processing. Furthermore, a computer-readable recording medium on which the program is recorded also belongs to the category of the present invention. The recording medium on which the program is recorded can be specified by causing the computer to read and execute the program on the recording medium.

  Here, the computer-readable recording medium refers to a recording medium in which information such as data and programs is accumulated by electrical, magnetic, optical, mechanical, or chemical action and can be read from a computer. Examples of such a recording medium that can be removed from the computer include a flexible disk, a magneto-optical disk, an optical disk, a magnetic tape, and a memory card. In addition, examples of the recording medium fixed to the computer include a hard disk drive and a ROM.

DESCRIPTION OF SYMBOLS 1 Web server 2 Application server 3 User side telephone 4 Store side telephone 6 Guidance management system 7 Call control server (call control apparatus)
10,10A telephone transfer system

Claims (6)

Receiving a call originated from a calling telephone addressed to a contact telephone number configured by combining a transfer decision number and an additional number;
Extracting the forwarding decision number from the contact telephone number and obtaining a forwarding destination telephone number corresponding to the forwarding decision number from a storage unit;
Making a call to the forwarding telephone number and outputting a voice guidance corresponding to the additional number when establishing a call with the forwarding telephone;
Connecting the call of the caller telephone and the call of the forwarding telephone;
The phone transfer method that the computer performs.   The telephone transfer method according to claim 1, wherein in the step of outputting the voice guidance, the reading of the additional number is output as the voice guidance.   In the step of outputting the voice guidance, the voice guidance corresponding to the additional number is acquired via a network from a guidance management system that stores the additional number and the voice guidance in association with each other, and the voice guidance is The telephone transfer method according to claim 1, wherein the telephone transfer method is output via a call with a transfer destination telephone number. Executing the step of issuing the transfer decision number associated with the guidance management system;
If the transfer determination number extracted from the contact telephone number is associated with the address of the guidance management system, the voice corresponding to the additional number is transmitted from the guidance management system corresponding to the transfer determination number. The telephone transfer method according to claim 3, wherein guidance is acquired. Issuing the forwarding decision number corresponding to the forwarding telephone number;
5. The telephone transfer method according to claim 1, further comprising: adding the additional number to the transfer determination number to generate the contact telephone number. A storage unit for storing a transfer determination number and a transfer destination telephone number in association with each other;
A first call control unit for receiving a call sent from a calling telephone to a contact telephone number configured by combining the transfer determination number and an additional number;
Extracting the forwarding decision number from the contact telephone number, and obtaining a forwarding destination telephone number corresponding to the forwarding decision number from the storage unit;
A second call control unit for making a call to the transfer destination telephone number and outputting a voice guidance corresponding to the additional number when establishing a call with the transfer destination telephone;
A connection control unit for connecting the call of the calling telephone and the call of the transfer destination telephone;
Phone transfer system with.

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