JP2018042177A - Telephone business cti system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To obtain a telephone business CTI system that makes it possible to perform not only telephone business inside a center but also that by telework or the like.SOLUTION: A CTI server 5, in response to a request from a terminal device 4 operated by an operator, transmits a call origination destination list for the operator. The terminal device 4 designates a portable telephone 1 assigned to the operator to transmit a push notification request including a call origination instruction showing a telephone number of a business destination selected from the call origination destination list by the operator, to a push notification server 6. The push notification server 6 receives the push notification request and transmits a push notification including the call origination instruction to the portable telephone 1 designated by the push notification request. The portable telephone 1, when receiving the push notification, originates a call to a telephone number of the business destination designated by the call origination instruction included in the push notification.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a CTI (Computer Telephony Integration) system for telephone sales.

  In a system that supports telephone sales, sales offices and sales activities are managed using various databases, and operators use terminal devices in the telepoint center to check the status of sales offices and sales activities in various databases. The telephone business can be conducted to the sales office via the public telephone network of the fixed telephone (see, for example, Patent Document 1).

JP 2002-92301 A

  However, in the above-described system, the operator uses the terminal device in the tele-point center to carry out a telephone business to the sales office via the fixed line public line network. It is difficult to conduct telephone business on telework or on the go. Normally, a company that employs an operator, not an individual operator, bears the telephone bill. From this point of view, it is difficult to conduct telephone business by telework.

  The present invention has been made in view of the above problems, and an object of the present invention is to obtain a telephone sales CTI system capable of performing telephone sales not only in a center but also by telework.

  A telephone sales CTI system according to the present invention includes a CTI server connected to a wide area network, a push notification server connected to the wide area network, and a mobile telephone for telephone sales that can be connected to the wide area network. The CTI server (a) transmits a destination list for the operator in response to a request from the terminal device operated by the operator, and (b) sets the telephone number of the sales office selected from the destination list by the operator. When a call command is received from the terminal device, the mobile phone assigned to the operator is specified when the call command is received. (C) The specified mobile phone is specified, and the first push notification request including the call command is pushed. Send to notification server. When the push notification server accepts the first push notification request, the push notification server transmits a first push notification including a transmission instruction to the mobile phone specified by the first push notification request. When the mobile phone receives the first push notification, the mobile phone makes a call to the telephone number of the business partner designated by the transmission command included in the received first push notification.

  The application program according to the present invention is an application program installed in a mobile phone for telephone sales assigned to an operator, and (a) issues a device token of the mobile phone to a push notification server to a computer in the mobile phone And (b) a push notification that includes a call instruction indicating the telephone number of the sales office designated by the operator in the terminal device operated by the operator and designated by the device token as the destination of the mobile phone, The step of receiving from the push notification server and the step of (c) calling to the telephone number of the business partner designated by the call instruction included in the received push notification are executed.

  The CTI system for telephone sales according to the present invention includes a CTI server connected to a wide area network, a terminal device that can be connected to the wide area network and operated by an operator, and is assigned to the operator and connected to the wide area network. Mobile telephones for possible telephone sales. The CTI server transmits a destination list for the operator in response to a request from the terminal device. The terminal device (a) selects a business phone number from the destination list based on the operator's operation, and (b) sends a first push notification request including a call instruction indicating the selected business phone number to the operator. The mobile phone assigned to is designated and transmitted to the push notification server 6 connected to the wide area network. When the push notification server accepts the first push notification request, the push notification server transmits a first push notification including a transmission instruction to the mobile phone specified by the first push notification request. When the mobile phone receives the first push notification, the mobile phone makes a call to the telephone number of the business partner designated by the transmission command included in the received first push notification.

  According to the present invention, the operator can perform telephone sales not only in the center but also in telework. In addition, each operator can perform telephone business using the CTI system for telephone business using a mobile phone assigned to the operator.

  These and other objects, features and advantages of the present invention will become more apparent from the following detailed description when taken in conjunction with the accompanying drawings.

FIG. 1 is a diagram showing a configuration of a telephone sales CTI system according to an embodiment of the present invention. FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG. FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG. FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. FIG. 5 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system shown in FIG. FIG. 6 is a sequence diagram for explaining the operation of each device during a group call in the telephone sales CTI system shown in FIG. FIG. 7 is a diagram showing an example of a destination list and a group operator list displayed on the terminal device 4 in the telephone sales CTI system shown in FIG. FIG. 8 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the second embodiment. FIG. 9 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the third embodiment. FIG. 10 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the fourth embodiment.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

Embodiment 1 FIG.

  FIG. 1 is a diagram showing a configuration of a telephone sales CTI system according to an embodiment of the present invention. A telephone sales CTI system shown in FIG. 1 includes a mobile phone 1 that can be wirelessly connected to a mobile phone network 2, a terminal device 4 connected to a network 3, a CTI server 5 connected to the network 3, and a network 3. And a push notification server 6 connected to.

  The cellular phone 1 is a cellular phone such as a smartphone of each telephone sales operator that can be connected to the network 3 via the cellular phone network 2, and is distributed from the company to the operator and carried by the operator. The network 3 is a wide area network such as the Internet.

  The terminal device 4 is a personal computer that can be connected to the network 3. The installation location of the terminal device 4 is not particularly limited, and the terminal device 4 may be installed in a company center, or may be installed in an operator's home or other locations outside the center. It may be temporarily loaned to the operator. That is, the terminal device 4 may be, for example, an operator's personal computer.

  In addition, the CTI server 5 is a cloud server in this embodiment. When the push notification server 6 receives a device token issuance request from the mobile phone 1, the push notification server 6 issues a device token to the mobile phone 1. When the push notification server 6 receives a push notification request from the CTI server 5, A push notification is transmitted to the mobile phone 1 specified by the device token as the notification destination.

  FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG.

  As shown in FIG. 2, the mobile phone 1 is a multi-function mobile phone such as a smartphone, for example, and includes a wireless communication device 11, a network interface 12, a display device 13, an input device 14, an audio output processing unit 15, and a built-in speaker 16. , A voice input processing unit 17, a built-in microphone 18, a storage device 19, an arithmetic processing device 20, and the like.

  The wireless communication device 11 is a wireless communication device that can be connected to the mobile phone network 2 within the mobile phone network 2. The wireless communication device 11 is connected to the network 3 via the mobile phone network 2 and can communicate with the CTI server 5 and the push notification server 6 via the network 3.

  The network interface 12 is connected to the network 3 via a wireless LAN within a wireless LAN (Local Area Network), and can communicate with the CTI server 5 and the push notification server 6 via the network 3.

  The display device 13 is an internal device such as a liquid crystal display that displays an operation screen or the like to an operator. The input device 14 is an internal device such as a touch panel that detects an operation by an operator. The voice output processing unit 15 outputs a voice signal to the built-in speaker 16 or an external headset, and outputs the voice of the other party from the built-in speaker 16 or the external headset. The voice input processing unit 17 detects the voice of the operator with the built-in microphone 18 or an external headset, and receives the voice signal of the voice from the built-in microphone 18 or the external headset.

  The storage device 19 is a nonvolatile storage device such as a flash memory or a hard disk. The storage device 19 stores a CTI application program 21 and the like. For example, the CTI application program 21 is downloaded from a server (not shown) on the network 3, installed in the mobile phone 1, and stored in the storage device 19.

  The arithmetic processing unit 20 is a computer having a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like. The arithmetic processing unit 20 loads an unillustrated program into the RAM and executes it by the CPU, thereby realizing the operating system 31 and the telephone function application 32, and further loads the CTI application program 21 into the RAM and executes it by the CPU. Thus, the CTI application 33 is realized.

  The telephone function application 32 controls the wireless communication device 11 to make and receive a voice call via the mobile phone network 2 and to perform voice communication with a call partner. The telephone function application 32 has a group call function, and can make another operator (here, a group operator) participate in a call with a call destination.

  The CTI application 33 uses (a) the wireless communication device 11 or the network interface 12 to push a push notification including a call instruction indicating the telephone number of the business address designated by the operator in the terminal device 4 operated by the operator. Receive from the notification server 6 and (b) use the telephone function application 32 to make a call to the telephone number of the sales office specified by the call instruction included in the received push notification.

  The CTI application 33 receives the push notification from the push notification server 6 using the wireless communication device 11 or the network interface 12, and when the received push notification includes a group call instruction, the telephone function application 32. The group operator specified by the group call command is used to participate in the group call with the sales office.

  Furthermore, when the CTI application 33 receives a push notification from the push notification server 6 using the wireless communication device 11 or the network interface 12, and the received push notification includes a mute command, Mutes the voice of the operator in the group call (that is, the operator who made the call first). As a result, the call with the business is substantially transferred from the operator to the group operator.

  Furthermore, the CTI application 33 records the call of the operator and the group operator, temporarily stores the recorded data of the call in the RAM or the storage device 19 in the arithmetic processing unit 20, and the wireless communication device 11 or the network. The interface 12 is used to upload the call recording data to the CTI server 5. After uploading, the CTI application 33 erases all recorded data in the mobile phone 1.

  Furthermore, when the CTI application 33 is activated, the CTI application 33 transmits a device token request to the push notification server 6, receives the device token of the mobile phone 1 from the push notification server 6, and (c) receives the received device token. Transmit to the CTI server 5. Then, the CTI server 5 and the push notification server 6 use the device token as an identifier of the mobile phone 1 and specify the mobile phone 1 with the device token. When the operating system 31 is activated, the operating system 31 may transmit a device token request to the push notification server 6 and receive a device token from the push notification server 6.

  FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG.

  As shown in FIG. 3, the CTI server 5 includes a network interface 41, an arithmetic processing unit 42, a storage device 43, and the like.

  The network interface 41 is connected to the network 3 and performs data communication with the mobile phone 1, the terminal device 4, the push notification server 6, and the like via the network 3.

  The arithmetic processing unit 42 is a computer having a CPU, a RAM, a ROM, and the like. The arithmetic processing device 42 implements a communication processing unit 61, a database server 62, a push notification request unit 63, a log management unit 64, and the like by loading a program (not shown) into the RAM and executing it by the CPU.

  The storage device 43 is a nonvolatile storage device such as a flash memory or a hard disk. The storage device 43 stores management data 51 and destination list data 52 managed as a database by the database server 62.

  The management data 51 is data indicating the registered attributes of the operator, the cellular phone 1, and the relationship between them.

  FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. As shown in FIG. 4, the management data 51 includes a record 101 of each mobile phone 1, a record 102 of an administrator terminal device, a company record 103, an administrator record 104, an operator record 105 of each operator, and the like.

  The record 101 includes a mobile phone ID unique to the mobile phone 1, a company ID, an administrator ID, an operator ID of the operator assigned to the mobile phone 1, and the phone number of the mobile phone 1.

  The record 102 includes an administrator terminal device ID, a company ID, an administrator ID of an administrator who uses the administrator terminal device, and an operator ID of an operator managed by the administrator.

  The company record 103 includes a company ID of a company to which an operator and an administrator belong and attribute information (company name, etc.) of the company. The administrator record 104 includes an administrator ID, an administrator terminal device ID, and administrator attribute information.

  The operator record 105 includes an operator ID of the operator, a mobile phone ID of the mobile phone 1 assigned to the operator, an administrator ID of the administrator of the mobile phone 1, operator attribute information (name, etc.) of the operator, and a group The operator ID (the operator ID of the group operator corresponding to this operator) is included.

  Note that editing of the management data 51 by the operator is prohibited, and the management data 51 can be edited by the administrator using an administrator terminal device (not shown). That is, the assignment of the mobile phone 1 to each operator is performed by the administrator. Specifically, an instruction from the administrator is transmitted from the administrator terminal device to the CTI server 5 via the network 3, and the communication processing unit 61 of the CTI server 5 uses the database server 62 to record the record according to the instruction. The assignment of the cellular phone 1 to the operator is changed by editing the operator ID 101 and the cellular phone ID of the operator record 105. For example, when the mobile phone 1 is not assigned to a fixed operator, the administrator assigns the mobile phone 1 to the operator before the start of the telephone business, and then the operator uses the mobile phone 1. Do telephone sales.

  The destination list data 52 is data including a telephone sales destination list. Further, the destination list data 52 may include information such as the progress and results of sales activities for each telephone sales destination. The telephone sales destination list includes the name, telephone number, address, and the like of each telephone sales destination.

  The communication processing unit 61 uses the network interface 41 to perform data communication with other devices (the mobile phone 1, the terminal device 4, and the push notification server 6) via the network 3 using a predetermined communication protocol. .

  The database server 62 manages a database including the management data 51 and the destination list data 52, and registers and searches the database.

  The push notification request unit 63 uses the communication processing unit 61 to transmit a push notification request to the push notification server 6.

  The log management unit 64 uses the communication processing unit 61 to receive a call log from the mobile phone 1 and stores the call log in the storage device 43.

  For example, the communication processing unit 61 has a web server function, and in response to an HTTP (HyperText Transfer Protocol) request from the web browser of the terminal device 4, screen data of a login screen (for example, HTML (HyperText Markup Language) data) The terminal device 4 acquires the operator ID input by the operator on the login screen. Then, the communication processing unit 61 uses the database server 62 to extract from the destination list data 52 a destination list of business partners assigned to the acquired operator ID, and includes the destination list. The screen data is transmitted to the web browser of the terminal device 4.

  When the push notification request unit 63 receives from the terminal device 4 a call command indicating the business phone number selected from the call destination list by the operator using the communication processing unit 61, the push notification request unit 63 uses the database server 62, Based on the operator ID, the mobile phone 1 of the operator is specified, the specified mobile phone 1 is specified using the communication processing unit 61, and a push notification request including a call instruction is transmitted to the push notification server 6. . In other words, the push notification request unit 63 acquires the operator ID of the operator who is operating the terminal device 4 from the terminal device 4, refers to the management data 51 in the database server 62, and is associated with the acquired operator ID. The mobile phone ID of the specified mobile phone ID is specified as the mobile phone 1 assigned to the operator.

  In addition, when the push notification request unit 63 receives a group call command for designating a group operator from the operator's terminal device 4 using the communication processing unit 61, the push notification request unit 63 uses the database server 62 as described above. Based on the operator ID, the mobile phone 1 of the operator is specified, the specified mobile phone 1 is specified using the communication processing unit 61, and a push notification request including a group call command is transmitted to the push notification server 6. To do.

  When the push notification request unit 63 receives a mute command for muting the operator's call voice from the operator terminal device 4 using the communication processing unit 61, the push notification request unit 63 uses the database server 62 as described above. Based on the operator ID, the operator's mobile phone 1 is specified, the specified mobile phone 1 is specified using the communication processing unit 61, and a push notification request including a mute command is transmitted to the push notification server 6. .

  The communication processing unit 61 receives the device token of the mobile phone 1 from the mobile phone 1, and stores the received device token in the storage device 43 in association with the mobile phone 1 (for example, in the record 101 in FIG. 4). Then, the push notification request unit 63 designates a device token corresponding to the specified mobile phone 1 and transmits a push notification request to the push notification server 6. At this time, the database server 62 may associate the received device token with the mobile phone 1 (that is, the mobile phone ID of the mobile phone 1) and register it in the database in the storage device 43.

  The log management unit 64 receives the call log and the recording data from the mobile phone 1 transmitted via the network 3 using the communication processing unit 61, and uses the database server 62 to receive the received call log and The recorded data is stored in the storage device 43.

  The terminal device 4 has, for example, a web browser, displays various screens on the display device based on the screen data received from the CTI server 5, detects a user operation with the input device, and inputs information based on the user operation. Is transmitted to the CTI server 5.

  Further, the push notification server 6 has the same hardware configuration as the CTI server 5 and receives a push notification request from the CTI server 5 or the like, and sends a push notification request to the mobile phone 1 specified by the push notification request. A push notification including the command specified by is transmitted via the network 3. For example, when the operating system 31 of the mobile phone 1 is Android, a GCM (Google Cloud Messaging) server can be used as the push notification server 6. When the operating system 31 has a push notification incoming function as described above, the CTI application 33 uses the operating system 31 to receive the push notification.

  Next, the operation of each device in the telephone sales CTI system shown in FIG. 1 will be described. FIG. 5 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system shown in FIG. FIG. 6 is a sequence diagram for explaining the operation of each device during a group call in the telephone sales CTI system shown in FIG. FIG. 7 is a diagram showing an example of a destination list and a group operator list displayed on the terminal device 4 in the telephone sales CTI system shown in FIG.

  First, the operator operates the terminal device 4 to log in, and notifies the CTI server 5 of his / her operator ID. Next, the terminal device 4 transmits a destination list request to the CTI server 5 according to the operation of the operator (step S1).

  Upon receiving the destination list request, the CTI server 5 identifies the destination list associated with the operator ID of the operator and reads it from the database (that is, the destination list data 52) (step S2), and the terminal device 4 (Step S3).

  The terminal device 4 displays the destination list as shown in FIG. 7, for example (step S4). For example, as shown in FIG. 7, on the screen of the transmission destination list, a transmission key 201 is displayed corresponding to each transmission destination. The transmission key 201 is a soft key. When the transmission key 201 is pressed by an operator operation, the terminal device 4 receives an input of a transmission command (step S5), and transmits the transmission command, the operator ID of this operator, and its The destination information (ID indicating the destination, telephone number, etc.) indicating the destination corresponding to the transmission key 201 is transmitted to the CTI server 5 (step S6).

  When the CTI server 5 receives the call instruction, operator ID, and call destination information, the CTI server 5 specifies the mobile phone 1 corresponding to the operator ID, and designates the specified mobile phone 1 as a push notification transmission destination. A transmission command and transmission destination information (phone number in this case) necessary for transmission are transmitted to the push notification server 6 (step S7). At this time, the transmission destination (destination) of the push notification is specified by the above-described device token.

  When the push notification server 6 receives the push notification request, the transmission command, and the destination information, the push notification server 6 transmits a push notification including the transmission command and the destination information to the mobile phone 1 specified by the push notification request (step S8). ).

  When the mobile phone 1 receives the push notification, the mobile phone 1 makes a voice call to the telephone number indicated by the destination information included in the push notification (step S9).

  Then, when a voice call line is established with the other party of the telephone number, the operator uses the cellular phone 1 to have a conversation with the other party (step S10). At this time, the mobile phone 1 records the call voice from the start to the end of the call and holds the recorded data.

  Thereafter, when the call is finished and the voice call line is disconnected, the mobile phone 1 transmits a call log (calling time, call time, etc.) and recorded data to the CTI server 5 (step S11).

  When the CTI server 5 receives the call log and the recording data from the mobile phone 1, the CTI server 5 associates the call log and the recording data with the operator ID corresponding to the mobile phone ID of the mobile phone 1, the sales office of the current call, and the like in the database. (Step S12).

  Further, the operator inputs relevant information (memo, memorandum, impression, impression, etc.) related to the call destination, the call, etc. to the terminal device 4 during the call or immediately after the call ends. When receiving the relevant information (step S13), the terminal device 4 transmits the relevant information to the CTI server 5 (step S14). When the CTI server 5 receives the related information from the terminal device 4, the CTI server 5 stores the received related information in the database in association with the operator ID, the sales destination of the current call, and the like (step S15).

  In this way, the operator can use the mobile phone 1 to make a phone call to the sales office.

  Also, when the operator wants a predetermined group operator (boss, leader, etc.) to participate in the call or transfer the call during a call with a business partner, the call starts as shown in FIG. After (step S21), the operator operates the terminal device 4 to input a group call command.

  For example, as shown in FIG. 7, a list of group operators is also displayed on the screen of the destination list. A group call key 202 and a mute key 203 are displayed corresponding to each group operator. The group call key 202 is a soft key for causing the corresponding group operator to participate in the group call (that is, for inputting a group call command). The mute key 203 is a soft key for muting the call voice of the operator in the group call in which the corresponding group operator participates.

  When the terminal device 4 receives an input of a group call command (for example, pressing of the group call key 202) by the operator (step S22), the group call command, the operator ID of the operator, and the group operator of the group operator specified by the operator The ID (that is, the group operator ID corresponding to the pressed group call key 202) is transmitted to the CTI server 5 (step S23).

  Note that the group operator ID used here is included in the group operator list transmitted together with the destination list.

  Upon receiving this group call command, operator ID, and group operator ID, the CTI server 5 identifies the cellular phone 1 corresponding to the operator ID and the telephone number of the cellular phone 1 corresponding to the group operator ID, and the identified mobile phone The push notification request, the group call command and the telephone number that specify the telephone 1 as the push notification transmission destination are transmitted to the push notification server 6 (step S24).

  Here, the group operator specified by the operator in the terminal device 4 is specified by the group operator ID, but instead, the telephone number of the mobile phone of the group operator may be used directly. The group operator's mobile phone is one that can make a group call with the operator's mobile phone 1 (for example, the same carrier).

  When the push notification server 6 receives the push notification request, the group call command, and the phone number, the push notification server 6 transmits a push notification including the group call command and the phone number to the mobile phone 1 specified by the push notification request ( Step S25).

  When receiving the push notification, the mobile phone 1 designates the telephone number included in the push notification and transmits a group call request (step S26).

  Then, the group call request is received by the designated group operator's mobile phone, and the group operator operates the mobile phone to join the group call. Thus, a group call is made by the call partner, the operator, and the group operator (step S27).

  Thereafter, when the call is finished and the voice call line is disconnected (step S28), as described above, the mobile phone 1 transmits the call log (calling time, call time, etc.) and recorded data to the CTI server 5. (Step S11). After the transmission, the cellular phone 1 deletes the recorded data in the cellular phone 1.

  When the operator wants to transfer the call to the group operator without participating in the call during the group call (step S27), the operator presses the mute key 203 in FIG. Enter. When detecting the input of the mute command, the terminal device 4 transmits the mute command and the operator ID to the CTI server 5. This mute command reaches the mobile phone 1 by a push notification in the same manner as the group call command. When receiving the mute command, the mobile phone 1 mutes the voice of the operator during the group call. As a result, the call with the business is substantially transferred from the operator to the group operator.

  Note that the cellular phone 1 (that is, the CTI application 33) records the group call and transmits the recorded data together with the call log to the CTI server 5 regardless of the presence or absence of mute (step S11).

  As described above, according to the first embodiment, the CTI server 5 (a) transmits a destination list for the operator in response to a request from the terminal device 4 operated by the operator (b) ) A call command indicating the telephone number of the business selected from the call destination list by the operator is received from the terminal device 4, and when the call command is received, the operator's mobile phone 1 is specified, and (c) the specified mobile phone 1 is The push notification request including the transmission command is transmitted to the push notification server 6 by designating. When the push notification server 6 accepts the push notification request, the push notification server 6 transmits a push notification including a transmission instruction to the mobile phone 1 specified by the push notification request. When the mobile phone 1 receives the push notification, the mobile phone 1 makes a call to the telephone number of the sales office specified by the call command included in the received push notification.

  As a result, if there is a terminal device 4 connected to the network 3 and the mobile phone 1 (that is, an operator) exists within the mobile phone network 2, the mobile phone 1 is used in this system to the sales office. Since it is possible to make a phone call, the operator can perform telephone sales not only in the center but also by telework. At this time, since it is not necessary to establish direct communication between the mobile phone 1 and the terminal device 4, it is not necessary to install software (driver or the like) for communication with the mobile phone 1 in the terminal device 4. Even the terminal device not managed by the operator can be used as the terminal device 4 described above.

  In addition, since the mobile phone 1 is fixedly assigned to each specific operator, even if a certain operator carries the mobile phone 1 assigned to himself and goes out for a business visit or the like, The operator can operate the terminal device 4 and conduct telephone business using the mobile phone 1 assigned to him / her.

  Further, according to the first embodiment, the CTI server 5 receives the group call command for designating the group operator from the operator's terminal device 4 and identifies the operator's mobile phone 1 when receiving the group call command. The designated mobile phone 1 is designated and a push notification request including a group call command is transmitted to the push notification server 6. When the push notification server 6 receives the push notification request, the push notification server 6 transmits a push notification including a group call instruction to the mobile phone 1 specified by the push notification request. When receiving the push notification, the mobile phone 1 causes the group operator designated by the group call command included in the received push notification to participate in the group call with the business partner.

  Thereby, the operator can make the group operator corresponding to the operator participate in the call with the business by using the group call function of the mobile phone 1 by operating the terminal device 4.

  Further, according to the first embodiment, the CTI server 5 receives a mute command for muting the operator's call voice from the operator's terminal device 4, and identifies the operator's mobile phone 1 when the mute command is received. The designated mobile phone 1 is designated and a push notification request including a mute command is transmitted to the push notification server 6. When the push notification server 6 receives the push notification request, the push notification server 6 transmits a push notification including a mute command to the mobile phone 1 specified by the push notification request. When the mobile phone 1 receives the push notification, the mobile phone 1 mutes the voice of the operator during the group call according to the mute command included in the received push notification.

  Thereby, the operator can substantially transfer the call with the business to the group operator corresponding to the operator by operating the terminal device 4 using the group call function of the mobile phone 1.

Embodiment 2. FIG.

  As shown in FIG. 1, the telephone sales CTI system according to the second embodiment includes a mobile phone 1, a terminal device 4, a CTI server 5, and a push notification server 6, as in the first embodiment. .

  In the first embodiment, the CTI server 5 receives a call command indicating the telephone number of the business selected by the operator from the call destination list from the terminal device 4, designates the mobile phone 1 of the operator, and sends the call. Although the push notification request including the command is transmitted to the push notification server 6, in the second embodiment, instead, the terminal device 4 (a) calls the business phone from the destination list based on the operation of the operator. Select the number, (b) specify the mobile phone 1 assigned to the operator, and (c) push the specified mobile phone 1 with a push notification request including a call instruction indicating the telephone number of the selected business The notification destination is designated and transmitted to the push notification server 6.

  At that time, as described above, the CTI server 5 stores and manages the management data 51 indicating the mobile phone 1 assigned to the operator in a predetermined storage device (storage device 43, database server not shown). The terminal device 4 identifies the mobile phone 1 assigned to the operator based on the management data 51 by making an inquiry to the CTI server 5.

  Specifically, in the second embodiment, as in the first embodiment, the mobile phone 1 transmits a device token request to the push notification server 6, receives the device token from the push notification server 6, and receives the received device token. The token is transmitted to the CTI server 5, and the CTI server 5 (a) receives the device token from the mobile phone 1, and (b) holds the received device token in association with the mobile phone 1. In the second embodiment, the terminal device 4 (a) obtains a device token corresponding to the mobile phone 1 assigned to the operator from the CTI server 5, and (b) the mobile phone assigned to the operator. The push notification request is transmitted to the push notification server 6 by specifying 1 as the push notification destination by the acquired device token. When push notification server 6 accepts the push notification request, push notification server 6 transmits a push notification including a call instruction and destination information to mobile phone 1 of the device token specified by the push notification request, as in the first embodiment. To do. When the mobile phone 1 receives the push notification, the mobile phone 1 makes a voice call to the phone number indicated by the destination information included in the push notification.

  At that time, in the CTI server 5, (a) the communication processing unit 61 receives the device token transmission request transmitted by the terminal device 4 based on the operation of the operator, and (b) the communication processing unit 61 or the database server. 62 identifies the mobile phone ID associated with the operator ID of the operator, reads the device token associated with the identified mobile phone ID, and (c) the communication processing unit 61 uses the device token as the device token. Sent as a response to a send request. Then, the terminal device 4 receives the device token, and uniquely identifies the mobile phone 1 assigned to the operator with the received device token.

  Therefore, in the second embodiment, the push notification request including the above-described transmission instruction and transmission destination information is not transmitted from the CTI server 5 to the push notification server 6.

  The terminal device 4 includes a computer, and an application program for transmitting the push notification request is installed, and the application program and the web browser program are executed by the computer. That is, when a specific operation of the operator (for example, pressing of the call key 201 described above) is detected by, for example, the above-described web browser, the computer calls the application program in the terminal device 4, and according to the application program, The device token of the operator's mobile phone 1 may be immediately acquired from the CTI server 5 using the network function, and the above-described push notification request may be transmitted to the push notification server 6.

  Next, the operation of each device in the telephone sales CTI system according to the second embodiment will be described. FIG. 8 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the second embodiment.

  As in the first embodiment, the CTI server 5 stores the device token of the mobile phone 1 in association with the mobile phone ID of the mobile phone 1. When the terminal device 4 receives the transmission command as described above (step S5), the terminal device 4 transmits a device token transmission request specifying the operator ID to the CTI server 5 (step S41), and the CTI server 5 When the transmission request is received, the mobile phone ID corresponding to the operator ID specified by the device token transmission request is specified, the device token stored in association with the mobile phone ID is specified, and the specified device token is The device token is transmitted to the terminal device 4 as a response to the device token transmission request (step S42), and the terminal device 4 receives the device token.

  Then, the terminal device 4 designates the mobile phone 1 as a push notification destination with the acquired device token, and transmits the above-described push notification request to the push notification server 6 (step S43). Then, in the same manner as in the first embodiment, the push notification server 6 transmits a push notification including a transmission command to the designated mobile phone 1 in accordance with the push notification request (step S8).

  Since the other configuration and operation of the telephone sales CTI system according to the second embodiment are the same as those of the first embodiment, description thereof is omitted.

  However, in the second embodiment, the push notification request including the group call command described above may be transmitted to the push notification server 6 by the CTI server 5 as in the first embodiment, or the push notification request described above. Similarly, the terminal device 4 may transmit a push notification request including the above-described group call command to the push notification server 6 based on an operator's operation (for example, pressing of the above-described group call key 202). Good. That is, in the second embodiment, the terminal device 4 instead of the CTI server 5 specifies the mobile phone 1 assigned to the operator, specifies the specified mobile phone 1, and specifies the group operator described above. A push notification request including a call command may be transmitted to the push notification server 6.

  As for the push notification request including the above-described mute instruction, in the second embodiment, the CTI server 5 may transmit the push notification request to the push notification server 6 as in the first embodiment. Similarly, the terminal device 4 may transmit a push notification request including the group call command described above to the push notification server 6 based on an operator's operation (for example, pressing the mute key 203 described above). That is, in the second embodiment, not the CTI server 5, but the terminal device 4 identifies the cellular phone 1 assigned to the operator, specifies the identified cellular phone 1, and mutes the operator's call voice described above. A push notification request including a mute command to be transmitted may be transmitted to the push notification server 6.

  As described above, according to the second embodiment, the push notification request including the call instruction indicating the telephone number of the business partner is transmitted directly from the terminal device 4 operated by the operator to the push notification server 6 and pushed. The notification server 6 transmits a push notification including a transmission command to the mobile phone 1 assigned to the operator.

  Thus, as in the first embodiment, if there is a terminal device 4 connected to the network 3 and the mobile phone 1 (that is, an operator) exists within the mobile phone network 2, the mobile phone 1 can be used to make a phone call to the sales office, so that the operator can perform telephone sales not only in the center but also by telework.

  Further, since the mobile phone 1 is assigned to the operator, even if a certain operator carries the mobile phone 1 assigned to himself and goes out for a business visit or the like, Can be operated by using the mobile phone 1 assigned to itself.

Embodiment 3 FIG.

  In the first and second embodiments, a GCM server is exemplified as the push notification server 6, but in the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 to perform socket communication. Then, the above push notification is transmitted to the mobile phone 1.

  In the third embodiment, first, the mobile phone 1 transmits a connection request to the push notification server 6 in advance, and when the push notification server 6 accepts the connection request, the mobile phone 1 is connected between the mobile phone 1 and the push notification server 6. Thus, a virtual line by socket communication is established. Thereafter, bidirectional communication is possible between the mobile phone 1 and the push notification server 6.

  FIG. 9 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the third embodiment.

  In the third embodiment, when the CTI application 33 is activated in the mobile phone 1 assigned to a certain operator (step S61), the CTI application 33 displays a login screen on the display device 13 (step S62). The login screen is provided with at least an operator ID input field. When the operator is authenticated by a pair of operator ID and password, a password is registered in advance in association with the operator ID in the above-described operator record 105, and a password input field is also provided on this login screen. .

  When the operator uses the input device 14 to input information necessary for authentication, such as his own operator ID, to the login screen, the CTI application 33 accepts the input information such as the operator ID (step In step S63, in order to establish a socket communication line, a connection request including the operator ID is transmitted to the push notification server 6 (step S64).

  When receiving the connection request from the mobile phone 1, the push notification server 6 executes a socket communication connection process and establishes a virtual line between the mobile phone 1 and the push notification server 6 (step S65). Further, the push notification server 6 issues a device token of the mobile phone 1 and holds the device token in association with the mobile phone 1 (for example, node information of the mobile phone 1 in socket communication) (step S66). Is transmitted to the mobile phone 1 (step S67). The CTI application 33 of the mobile phone 1 receives and holds the device token. In this embodiment, a temporary ID (here, a socket ID) unique to the mobile phone is used as the device token.

  When the CTI application 33 receives the device token, the CTI application 33 transmits information such as an operator ID input on the login screen and an authentication request including the device token to the CTI server 5 (step S68).

  In the CTI server 5, when the communication processing unit 61 receives the authentication request from the mobile phone 1, the communication processing unit 61 refers to the management data 51 using the database server 62, and authenticates the operator based on the operator ID or the like in the authentication request. Processing is performed (step S69). Specifically, the communication processing unit 61 determines that the authentication is successful when an operator ID or the like (for example, a pair of operator ID and password) in the authentication request is registered in the management data 51, and the authentication request If the operator ID or the like is not registered in the management data 51, it is determined that the authentication has failed.

  If the authentication is successful, the communication processing unit 61 stores the device token in the received authentication request in association with the mobile phone 1 and stores it in the storage device 43 (for example, in the record 101 in FIG. 4) (step S70). It transmits to the mobile phone 1 (step S71). In the case of authentication failure, the communication processing unit 61 transmits the authentication result to the mobile phone 1 without executing step S70 (step S71).

  When the CTI application 33 of the mobile phone 1 receives the authentication result, if the authentication result indicates successful authentication, the CTI application 33 starts waiting to receive a call command from the push notification server 6 (step S72). On the other hand, if the authentication result indicates an authentication failure, for example, the CTI application 33 displays an authentication failure message on the display device 13 and returns to step S62 to display the login screen again.

  Thereafter, in the same manner as in the second embodiment, when the terminal device 4 receives the call instruction as described above (step S5), the terminal device 4 transmits a device token transmission request designating the operator ID to the CTI server 5 (step S41). When the CTI server 5 receives the device token transmission request, the CTI server 5 identifies the mobile phone ID corresponding to the operator ID specified by the device token transmission request, and stores the device token stored in association with the mobile phone ID. The specified device token is transmitted to the terminal device 4 as a response to the device token transmission request (step S42), and the terminal device 4 receives the device token. Then, the terminal device 4 designates the mobile phone 1 as a push notification destination with the acquired device token, and transmits the above-described push notification request to the push notification server 6 (step S43).

  Upon receiving the push notification request, the push notification server 6 uses socket communication in the third embodiment to send a push notification including a transmission command to the designated mobile phone 1 according to the push notification request. Transmit (step S8). Specifically, node information (IP address, port number, etc.) in socket communication related to the mobile phone 1 corresponding to the device token specified in the push notification request is specified, and based on the specified node information, an outgoing command is issued. A push notification including the above is transmitted to the mobile phone 1. Then, when receiving the push notification, the CTI application 33 waiting for reception makes a voice call according to the push notification (step S9).

  Since the other configuration and operation of the telephone sales CTI system according to the third embodiment are the same as those of the second embodiment, description thereof is omitted. That is, the push notification server 6 according to the third embodiment can also transmit the push notification including the above-described group call command and the push notification including the above-described mute call command to the mobile phone 1 in the same manner. In the first embodiment, similarly to the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 and transmits the above-described push notification to the mobile phone 1 by socket communication. It may be.

Embodiment 4 FIG.

  In the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 and transmits the above-described push notification to the mobile phone 1 by socket communication. However, it establishes socket communication with the mobile phone 1 and directly transmits the above push notification to the mobile phone 1 by socket communication. That is, in the fourth embodiment, the push notification server 6 is not particularly necessary.

  In Embodiment 4, first, the cellular phone 1 transmits a connection request to the terminal device 4 designated by the operator in advance, and when the terminal device 4 accepts the connection request, the terminal device 4 and the cellular phone. A virtual line is established with socket 1 by socket communication. Thereafter, bidirectional communication is possible between the terminal device 4 and the mobile phone 1. In the fourth embodiment, the operator specifies the IP address of the terminal device 4 currently in use, and inputs the specified IP address to the mobile phone 1 so that the mobile phone 1 should transmit a connection request. Specify 4.

  On the other hand, in the fourth embodiment, the terminal device 4 includes a computer, and an application program for transmitting the push notification described above is installed, and the application program and the web browser program are executed by the computer. . When this application program is executed by a built-in computer, the computer operates as an application. When the terminal device 4 detects a specific operation of the operator on the terminal device 4, the terminal device 4 executes the application program on the computer. Then, the application of the terminal device 4 (a) specifies the IP address assigned to the network interface of the own device (the terminal device 4), outputs it to the operator, and (b) uses the network interface. Then, in response to a connection request from the mobile phone 1, socket communication is established with the mobile phone 1, and (c) a specific operation of the operator (for example, pressing of the call key 201 described above) is performed, for example, as described above. When detected by a web browser or the like, the above-described push notification is transmitted to the mobile phone 1 by the established socket communication using the network interface.

  Note that the IP address of the terminal device 4 described above is an IPv4 global address or an IPv6 IP address. When only the IPv4 local address is assigned to the terminal device 4, for example, the terminal device 4 follows the application program so that the global address and the specific port of the router between the terminal device 4 and the network 3 are specified. The number (port number used for port forwarding) is displayed, and the operator inputs the IP address and port number to the mobile phone 1, and the mobile phone 1 transmits a connection request to the port number of the IP address. .

  FIG. 10 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the fourth embodiment.

  In the fourth embodiment, an operator performs a predetermined operation on the terminal device 4 currently used to execute the above-described application program and activate the application (step S81). When the application is activated, it first identifies its own IP address (step S82) and displays the IP address on a display device such as a display (step S83). Instead of displaying the IP address, the IP address may be printed or the IP address may be transmitted to an operator's e-mail address registered in advance. Thereby, the operator can specify the IP address of the terminal device 4 currently used.

  On the other hand, in the mobile phone 1 assigned to the operator, when the CTI application 33 is activated according to the operation of the operator (step S84), the CTI application 33 displays a login screen on the display device 13 (step S85). In the fourth embodiment, the login screen is provided with the same input field as that in the third embodiment, and the identification information (here, the above-described IP address) of the terminal device 4 currently used by the operator. An input field for inputting an address is provided.

  When the operator uses the input device 14 to input information necessary for authentication, such as his own operator ID, and the IP address of the terminal device 4 described above, the CTI application 33 is input. Information such as an operator ID and an IP address is received (step S86), and a connection request is transmitted to the received IP address to establish a socket communication line (step S87).

  When the terminal device 4 receives the connection request from the mobile phone 1, the terminal device 4 executes socket communication connection processing, and establishes a virtual line between the mobile phone 1 and the terminal device 4 (step S88). .

  Thereafter, the CTI application 33 transmits an authentication request including information such as an operator ID input on the login screen to the CTI server 5 (step S89).

  In the CTI server 5, as in the third embodiment, when the communication processing unit 61 receives the authentication request from the mobile phone 1, the communication processing unit 61 refers to the management data 51 using the database server 62, and An operator authentication process is performed based on the operator ID (step S90), and the authentication result is transmitted to the mobile phone 1 (step S91).

  When the CTI application 33 of the mobile phone 1 receives the authentication result, if the authentication result indicates successful authentication, the CTI application 33 starts waiting for a call origination command from the push notification server 6 (step S92). On the other hand, if the authentication result indicates an authentication failure, for example, the CTI application 33 displays an authentication failure message on the display device 13 and discards the above-described socket communication connection, and returns to step S85. Display the login screen again.

  Thereafter, in the same manner as in the second embodiment, when the terminal device 4 accepts the outgoing command as described above (step S5), the terminal device 4 immediately sends the outgoing command to the operator's mobile phone 1 using socket communication. A push notification including it is transmitted (step S93). Specifically, node information (IP address, port number, etc.) in socket communication related to the mobile phone 1 is specified, and a push notification including a call instruction is transmitted to the mobile phone 1 based on the specified node information. Is done. Then, when receiving the push notification, the CTI application 33 waiting for reception makes a voice call according to the push notification (step S9).

  Since the other configuration and operation of the telephone sales CTI system according to the fourth embodiment are the same as those of the second and third embodiments, description thereof will be omitted.

  Various changes and modifications to the above-described embodiment will be apparent to those skilled in the art. Such changes and modifications may be made without departing from the spirit and scope of the subject matter and without diminishing its intended advantages. That is, such changes and modifications are intended to be included within the scope of the claims.

  For example, in the first, second, and third embodiments, the CTI server 5 and the push notification server 6 may be provided in the same physical server device, but in this case, they are independent servers. In the first, second, third, and fourth embodiments, a portable personal computer, a tablet terminal, and the mobile phone 1 may be used as the terminal device 4.

  In the first, second, third, and fourth embodiments, only one mobile phone 1 assigned to one operator is shown in FIG. 1, but a plurality of mobile phones 1 assigned to a plurality of operators are shown. Of course, the mobile phone 1 may be included in the system. Note that the number of terminal devices 4 is not necessarily the same as the number of mobile phones 1. Further, in the first and second embodiments, for example, the terminal device 4 can be used by any of a plurality of operators, and the operator who is operating the terminal device 4 can use each operator as described above. (That is, the terminal device 4 can be shared by a plurality of operators).

  The present invention is applicable to, for example, a CTI system for telephone sales.

1 mobile phone 3 network (an example of a wide area network)
4 Terminal Device 5 CTI Server 6 Push Notification Server 20 Arithmetic Processing Device (Example of Computer)
21 CTI application program

Claims (8)

A CTI server connected to a wide area network;
A terminal device operable by an operator, connectable to the wide area network;
A mobile phone for telephone business that is assigned to the operator and can be connected to the wide area network;
The CTI server sends a destination list for the operator in response to a request from the terminal device,
The terminal device (a) selects a business phone number from the destination list based on an operation of the operator, and (b) a first push notification request including a call instruction indicating the selected business phone number. To the push notification server connected to the wide area network, specifying the mobile phone assigned to the operator,
When the push notification server receives the first push notification request, the push notification server transmits the first push notification including the transmission instruction to the mobile phone specified by the first push notification request.
When the mobile phone receives the first push notification, the mobile phone makes a call to the telephone number of the business specified by the outgoing command included in the received first push notification;
A CTI system for telephone sales. The CTI server stores management data indicating the mobile phone assigned to the operator in a predetermined storage device,
The terminal device identifies the mobile phone assigned to the operator based on the management data by making an inquiry to the CTI server;
The CTI system for telephone business according to claim 1. The mobile phone sends a device token request to the push notification server, receives the device token of the mobile phone from the push notification server, sends the received device token to the CTI server,
The CTI server (a) receives the device token from the mobile phone; (b) holds the received device token in association with the mobile phone;
The terminal device acquires (a) the device token corresponding to the mobile phone assigned to the operator from the CTI server, and (b) acquires the mobile phone assigned to the operator. Specify the device token and send the first push notification request to the push notification server,
Upon receiving the first push notification request, the push notification server transmits the first push notification to the mobile phone of the device token specified by the first push notification request.
The telephone business CTI system according to claim 1 or 2, wherein The CTI server receives a group call command designating a group operator from the terminal device of the operator, and receives the group call command, specifies the mobile phone assigned to the operator, and specifies the specified mobile phone And a second push notification request including the group call command is transmitted to the push notification server,
When the push notification server receives the second push notification request, the push notification server transmits a second push notification including the group call instruction to the mobile phone specified by the second push notification request,
Upon receiving the second push notification, the mobile phone causes the group operator specified by the group call command included in the received second push notification to participate in a group call with the business partner.
The telephone business CTI system according to any one of claims 1 to 3, wherein The CTI server receives a mute command for muting the call voice of the operator from the terminal device of the operator, identifies the mobile phone assigned to the operator when receiving the mute command, and identifies the identified mobile phone Specify a telephone, send a third push notification request including the mute command to the push notification server,
When the push notification server receives the third push notification request, the push notification server transmits a third push notification including the mute instruction to the mobile phone specified by the third push notification request.
When the mobile phone receives the third push notification, the mobile phone mutes the operator's voice during the group call according to the mute command included in the received third push notification.
The CTI system for telephone business according to claim 4. The terminal device designates the mobile phone assigned to the operator, and transmits a second push notification request including a group call command for designating a group operator to the push notification server,
When the push notification server receives the second push notification request, the push notification server transmits a second push notification including the group call instruction to the mobile phone specified by the second push notification request,
Upon receiving the second push notification, the mobile phone causes the group operator specified by the group call command included in the received second push notification to participate in a group call with the business partner.
The telephone business CTI system according to any one of claims 1 to 3, wherein The terminal device transmits the third push notification request including a mute instruction to mute the operator's call voice to the push notification server by designating the mobile phone assigned to the operator;
When the push notification server receives the third push notification request, the push notification server transmits a third push notification including the mute instruction to the mobile phone specified by the third push notification request.
When the mobile phone receives the third push notification, the mobile phone mutes the operator's voice during the group call according to the mute command included in the received third push notification.
The CTI system for telephone business according to claim 6. The mobile phone records the call of the operator and the group operator, uploads the call recording data to the CTI server,
The CTI server receives the recording data and stores the received recording data;
The CTI system for telephone sales according to any one of claims 4 to 7.

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