JP2019207500A - Server, transfer method and transfer program - Google Patents

Abstract

To simplify the setting for transferring to a proper destination.SOLUTION: A server comprises: an incoming call propriety determination part 53 for determining whether a destination user is available for an incoming call when a transmission user of one of multiple registered users makes transmission to a destination user of one of the multiple registered users; a user history acquisition part 59 for acquiring user history information generated based on user communication information transmitted and received by a registered user in the past for each of the multiple registered users; and a transfer user determination part 61 for determining a transfer user who becomes a transmission destination of a transmission user among the multiple registered users on the basis of transmission information to be transmitted by the transmission user and user history information for each of the multiple registered users when the destination user is not available for the incoming call.SELECTED DRAWING: Figure 4

Description

  The present invention relates to a server, a transfer method, and a transfer program, and more particularly to a server that enables data transmission / reception among a plurality of users, a transfer method executed by the server, and a transfer program that causes a computer to execute the transfer method.

  In recent years, electronic mail is often used as a communication means. The e-mail transmitted from the sender to the recipient addressee is temporarily stored in the e-mail server, and the recipient can view the e-mail by accessing the e-mail server. As described above, the browsing of the electronic mail by the recipient requires access to the electronic mail server by the recipient. For this reason, even if the sender rushes to contact the recipient by e-mail, browsing of the e-mail may be delayed due to the convenience of the recipient.

  Japanese Patent Laid-Open No. 10-240639 discloses information receiving means for receiving information specified by a destination address, information storage means for storing information received by the information receiving means, and information stored in the information storage means. Read detection means for detecting whether or not the information has been read by the person designated by the destination address, and the information stored in the information storage means by the read detection means is read by the person designated by the destination address. An elapsed time determining means for determining that a time that is detected to be not less than a preset time has passed, a transfer address storage means for storing a plurality of different transfer destination address data for each type of information, and It is detected by the elapsed time judging means that the information stored in the information storage means has not been read by the person specified by the destination address. An information transfer means for transferring the stored information according to a plurality of transfer destination addresses stored in the transfer address storage means according to the type of the information when it is determined that the time has exceeded a preset time; An information transfer apparatus characterized by comprising: is described.

However, in the information transfer apparatus described in Japanese Patent Laid-Open No. 10-240639, a plurality of different transfer destination address data must be stored for each type of information. Also, when a new type of information occurs or when a new transfer destination occurs, it is necessary to update the transfer destination address data. For this reason, there is a problem that the work of managing the transfer destination address data becomes complicated.
Japanese Patent Laid-Open No. 10-240639

  The present invention has been made to solve the above-described problems, and one of the objects of the present invention is to provide a server in which settings for transferring to an appropriate transfer destination are simplified.

  Another object of the present invention is to provide a transfer method with simplified settings for transferring to an appropriate transfer destination.

  Still another object of the present invention is to provide a transfer program in which settings for transferring to an appropriate transfer destination are simplified.

  According to an aspect of the present invention, when a calling user of a plurality of registered users sends a destination user of a plurality of registered users, the server determines whether the destination user can receive a call. When it is determined that the acceptability judging means, the user history obtaining means for obtaining user history information generated based on the user communication information transmitted / received by the registered user in the past, and the destination user cannot be received for each of the plurality of registered users. A transfer user determining means for determining a transfer user as a call destination by the calling user out of a plurality of registered users, based on outgoing information scheduled to be transmitted by the calling user and user history information for each of the plurality of registered users; .

  According to this aspect, when the calling user makes a call to the destination user, it is determined whether or not the destination user can receive the call. Based on the user history information for each of the plurality of registered users, a transfer user to be a destination of the calling user is determined. Since the user history information is generated based on the user communication information transmitted / received in the past by the registered user, the registered user who has transmitted / received the user communication information related to the transmission information can be determined as the transfer user. For this reason, it can transfer to an appropriate transfer destination. Further, since it is not necessary to set a transfer destination in advance, the operation can be simplified. As a result, it is possible to provide a server with simplified settings for transferring to an appropriate transfer destination.

  Preferably, for each of a plurality of groups to which two or more of a plurality of registered users belong, group history acquisition means for acquiring group history information generated based on intra-group communication information transmitted / received in the group in the past, A group determining means for determining a target group from among a plurality of groups based on the transmission information and the group history information, and the transfer user determining means is selected from two or more registered users belonging to the target group. Determine the transfer user.

  According to this aspect, a target group is determined from a plurality of groups based on the transmission information and the group history information, and a transfer user is determined from two or more registered users belonging to the target group. Since the group history information is generated based on intra-group communication information transmitted and received in the past in the group, a group related to the transmission information can be determined as the target group. Further, since the transfer user is determined from among a plurality of registered users belonging to the target group, an appropriate transfer destination can be determined.

  Preferably, the group history information is information obtained by tabulating group feature words included in intra-group communication information for each of a plurality of groups, and the group determination unit is based on the transmission information and the group history information for each of the plurality of groups. To determine the target group.

  According to this aspect, the group history information is information obtained by tabulating the group feature words included in the intra-group communication information for each of a plurality of groups, so that the target group related to the transmission information can be easily determined.

  Preferably, the group determination unit determines, as a target group, a group including a group feature word whose corresponding group history information is the same as or similar to the transmission information among a plurality of groups.

  According to this aspect, among the plurality of groups, a group including group feature words whose group history information is the same as or similar to the transmission information is determined as the target group, so that the target group related to the transmission information can be easily determined. can do.

  Preferably, when determining a plurality of candidate groups as candidates for the target group from among the plurality of groups, the group determination unit determines the target group according to the group priority assigned to the plurality of candidate groups.

  According to this aspect, since the target group is determined from among the plurality of candidate groups according to the group priority assigned to the plurality of candidate groups, the target group can be easily determined from among the plurality of candidates.

  Preferably, the group determination means determines the group priority based on the frequency of group feature words that are the same as or similar to the transmission information.

  According to this aspect, since the group priority is determined based on the frequency of group feature words that are the same as or similar to the transmission information, a group highly relevant to the transmission information is determined as a target group from among a plurality of candidate groups. be able to.

  Preferably, when a transfer user is not determined, a transmission source notification means for notifying a transmission user is further provided.

  According to this aspect, when the transfer user is not determined, the calling user is notified, so that the calling user can know that the transfer user has not been transferred.

  Preferably, an unsent notification means for notifying a plurality of registered users belonging to each of one or more groups to which the destination user belongs among a plurality of groups when a transfer user is not determined is further provided.

  According to this aspect, when the transfer user is not determined, a plurality of registered users belonging to each of one or more groups to which the destination user belongs among a plurality of groups are notified. The information that the calling user tries to send to the destination user is information related to the destination user. For this reason, the group to which the destination user belongs may be associated with information that the originating user intends to send to the destination user. Accordingly, the calling user can receive a response from any of the registered users related to the information to be sent to the destination user. For this reason, convenience can be improved.

  Preferably, when a transfer user is determined, an out-of-office notification means for notifying the destination user of information indicating transfer to the transfer user is further provided.

  According to this aspect, the destination user is notified of the information indicating that the call was transferred to the forwarding user, so that the destination user made a call from the calling user and the forwarding user could respond to the calling user's outgoing information. It can be recognized afterwards that there is sex. For this reason, convenience can be improved.

  Preferably, the user history information is information obtained by tabulating user characteristic words included in the user communication information for each of a plurality of registered users, and the transfer user determining unit includes the transmission information and the user history information of each of the plurality of registered users. To determine the forwarding user.

  According to this aspect, since the user history information is information obtained by tabulating the user characteristic words included in the intra-group communication information for each of a plurality of groups, it is possible to easily determine a transfer user related to the transmission information.

  Preferably, the transfer user determining unit determines, among the plurality of registered users, a registered user whose corresponding user history information includes a user characteristic word that is the same as or similar to the transmission information, as the transfer user.

  According to this aspect, among the plurality of registered users, the registered user including the group feature word whose user history information is the same as or similar to the transmission information is determined as the transfer user, so that the transfer user related to the transmission information is easy. Can be determined.

  Preferably, when determining a plurality of candidate users as transfer user candidates, the transfer user determining means determines the transfer user according to the user priority assigned to the plurality of candidate users.

  According to this aspect, since the transfer user is determined from among the plurality of candidate users according to the user priority assigned to the plurality of candidate users, the transfer user can be easily determined from among the plurality of candidate users. .

  Preferably, the transfer user determination unit determines the user priority based on the frequency of user feature words that are the same as or similar to the transmission information in the user history information of each of the plurality of registered users.

  According to this aspect, since the user priority is determined based on the frequency of user feature words that are the same or similar to the transmission information, a candidate user highly related to the transmission information is selected as the forwarding user from among a plurality of candidate users. can do.

  Preferably, when a plurality of candidate users are determined as transfer user candidates, copy transmission means for transmitting the transmission information transmitted to the transfer user to the plurality of candidate users is further provided.

  According to this aspect, when a plurality of candidate users are determined, the transmission information transmitted to the forwarding user is transmitted to the plurality of candidate users, so that the candidate user can respond to the transmission information by the calling user. can do.

  Preferably, the incoming / outgoing possibility determination unit changes a reference for determining that the destination user cannot receive an incoming call based on the transmission information.

  According to this aspect, since the reference for determining that the destination user cannot receive a call is changed based on the transmission information, the response time for the transmission can be controlled.

  Preferably, a change means for changing the destination by the calling user to the determined transfer user is further provided.

  If this aspect is followed, since the transmission destination by a transmission user is changed to a transfer user, it can be transmitted to a transfer user.

  Preferably, the transfer user determining means determines a registered user who can receive a call from among a plurality of registered users as a transfer user.

  According to this aspect, since a registered user who can receive a call is determined as a transfer user, it is possible to make a call to a registered user who can respond to a call by a calling user.

  According to another aspect of the present invention, the transfer method determines whether or not a destination user can receive a call when any one of a plurality of registered users makes a call to any one of a plurality of registered users. An incoming / outgoing determination step, a user history acquisition step for acquiring user history information generated based on user communication information transmitted / received in the past by the registered user, and a destination user determined to be unreceivable for each of a plurality of registered users. Transfer user determination that determines the transfer user to be the destination of the calling user from among the plurality of registered users based on the outgoing information scheduled by the calling user and the user history information for each of the registered users Steps are executed by the server.

  If this situation is followed, the transfer method which simplified the setting for transferring to an appropriate transfer destination can be provided.

  According to still another aspect of the present invention, the transfer program determines whether or not the destination user can receive a call when any one of the plurality of registered users makes a call to any one of the plurality of registered users. An incoming / outgoing determination step for determining, a user history acquisition step for acquiring user history information generated based on user communication information transmitted / received in the past by a registered user for each of a plurality of registered users, and determining that a destination user cannot receive a call A forwarding user that determines a forwarding user to be a destination of a calling user out of a plurality of registered users based on outgoing information scheduled to be sent by the calling user and user history information for each of the plurality of registered users. The determination step is executed by a computer.

  If this aspect is followed, the transfer program which simplified the setting for transferring to an appropriate transfer destination can be provided.

It is a figure showing an example of the whole outline of an information processing system in one of the embodiments of the invention. It is a perspective view which shows the external appearance of the composite apparatus in one of this Embodiment. It is a block diagram which shows an example of the hardware constitutions of the compound apparatus in this Embodiment. It is a figure which shows an example of the function which CPU with which the server in this Embodiment is provided has. It is a flowchart which shows an example of the flow of the transfer process in this Embodiment. It is a flowchart which shows an example of the flow of a transmission information acquisition process. It is a flowchart which shows an example of the flow of a 1st incoming call acceptance / rejection non-determination process. It is a flowchart which shows an example of the flow of a 2nd incoming call admissibility non-determination process. It is a flowchart which shows an example of the flow of a transfer destination determination process. It is a flowchart which shows an example of the flow of a group priority determination process. It is a flowchart which shows an example of the flow of a user priority determination process. It is a flowchart which shows an example of the flow of a change process. It is a flowchart which shows an example of the flow of a log | history information generation process.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In the following description, the same parts are denoted by the same reference numerals. Their names and functions are also the same. Therefore, detailed description thereof will not be repeated.

  FIG. 1 is a diagram showing an example of the overall outline of an information processing system in one embodiment of the present invention. Referring to FIG. 1, information processing system 1 includes a composite device 10 and personal computers (hereinafter referred to as “PCs”) 15 and 15A to 15C. Each of the composite apparatus 10 and the PCs 15, 15 </ b> A, 15 </ b> B is connected to a local area network (LAN) 3. Therefore, each of the composite apparatus 10 and the PCs 15, 15 </ b> A, 15 </ b> B can communicate with each other via the LAN 3. The PC 15C is connected to the Internet 5. A gateway (G / W) device 13 is connected to the LAN 3 and the Internet 5. The gateway device 13 functions as a relay device that relays between the LAN 3 and the Internet 5. Therefore, each of the composite apparatus 10 and the PCs 15, 15 </ b> A, 15 </ b> B can communicate with the PC 15 </ b> C via the gateway apparatus 13.

  FIG. 2 is a perspective view showing the appearance of the composite apparatus according to one of the embodiments. Referring to FIG. 2, multifunction apparatus 10 includes an MFP (Multi Function Peripheral) 100 that functions as an image processing apparatus, and a server 200 disposed below MFP 100.

  MFP 100 includes an automatic document feeder 120, a document reading unit 130, an image forming unit 140, a paper feeding unit 150, and an operation panel 160. The automatic document feeder 120 automatically conveys a plurality of documents set on the document tray one by one to the document reading position of the document reading unit 130, and reads an image formed on the document by the document reading unit 130. The document is discharged to the document discharge tray.

  The document reading unit 130 has a rectangular reading surface for reading a document on the upper surface thereof. The reading surface is formed of platen glass, for example. The automatic document feeder 120 is connected to the main body of the MFP 100 so as to be rotatable about an axis parallel to one side of the reading surface, and can be opened and closed. A document reading unit 130 is disposed below the automatic document feeder 120. With the automatic document feeder 120 rotated and opened, the reading surface of the document reader 130 is exposed. Therefore, the user can place a document on the reading surface of the document reading unit 130.

  The document reading unit 130 includes a light source that emits light and a photoelectric conversion element that receives light, and scans an image formed on a document placed on the reading surface. When a document is placed on the reading area, the light emitted from the light source is reflected by the document, and the reflected light is imaged by the photoelectric conversion element. When the photoelectric conversion element receives the light reflected from the document, the photoelectric conversion element generates image data obtained by converting the received light into an electric signal.

  The paper feed unit 150 includes two paper feed trays for storing paper. The paper feed unit 150 conveys the paper stored in one of the two paper feed trays to the image forming unit 140. The image forming unit 140 forms an image by a known electrophotographic method, forms an image on a sheet conveyed by the sheet feeding unit 150 based on the image data, and discharges the sheet on which the image is formed. It is discharged to the tray 155.

  FIG. 3 is a block diagram illustrating an example of a hardware configuration of the composite apparatus according to the present embodiment. Referring to FIG. 3, multifunction apparatus 10 includes an MFP 100 and a server 200. MFP 100 and server 200 are connected via LAN 7.

  The server 200 includes a CPU (Central Processing Unit) 201 for controlling the entire server 200, a ROM (Read Only Memory) 202 for storing a program to be executed by the CPU 201, and a RAM used as a work area for the CPU 201. (Random Access Memory) 203, an external communication unit 204 that connects the CPU 201 to the LAN 3, an internal communication unit 205 that connects the CPU 201 to the LAN 7, a hard disk drive (HDD) 206 that stores data in a nonvolatile manner, and an external storage device 207. The CPU 201, ROM 202, RAM 203, external communication unit 204, internal communication unit 205, HDD 206, and external storage device 207 are connected to the bus 221.

  The ROM 202 stores a program executed by the CPU 201 or data necessary for executing the program. The RAM 203 is used as a work area when the CPU 201 executes a program.

  The HDD 206 is a mass storage device and is controlled by the CPU 201. The CPU 201 can read data stored in the HDD 206 and can write data to the HDD 206.

  The external communication unit 204 is an interface for connecting the CPU 201 to the LAN 3 that is an external network. The external communication unit 204 communicates with the PCs 15, 15 </ b> A, 15 </ b> B and the gateway device 13 connected to the LAN 3 using a communication protocol such as TCP (Transmission Control Protocol) or FTP (File Transfer Protocol). Further, the external communication unit 204 can communicate with the PC 15 </ b> C connected to the Internet 5 via the gateway device 13.

  The internal communication unit 205 is an interface for connecting the CPU 201 to the LAN 7 that is an internal network. The internal communication unit 205 communicates with the MFP 100 connected to the LAN 7 using a communication protocol such as TCP or FTP.

  The external storage device 207 is controlled by the CPU 201, and a CD (Compact Disk) -ROM 209 or a semiconductor memory is mounted. The CPU 201 can control the external storage device 207 to read data stored in the CD-ROM 209 or the semiconductor memory or write data to the CD-ROM 209 or the semiconductor memory.

  The recording medium for storing the program to be executed by the CPU 201 is not limited to the CD-ROM 209, and is a flexible disk, cassette tape, optical disk (MO (Magnetic Optical Disc) / MD (Mini Disc) / DVD (Digital Versatile Disc). )), A medium such as a semiconductor memory such as an IC card, an optical card, a mask ROM, and an EPROM (Erasable Programmable ROM).

  Further, the CPU 201 may download a program from a computer connected to the LAN 3 or the Internet 5 and store it in the HDD 206, or a computer connected to the LAN 3 or the Internet 5 may write the program to the HDD 206. In this case, the CPU 201 loads the program stored in the HDD 206 to the RAM 203 and executes it. The program here includes not only a program directly executable by the CPU 201 but also a source program, a compressed program, an encrypted program, and the like.

  The CPU 201 can communicate with the MFP 100 via the internal communication unit 205, and can communicate with the PCs 15 and 15 </ b> A to 15 </ b> C via the external communication unit 204. CPU 201 executes address conversion processing so that MFP 100 can communicate with PCs 15 and 15A to 15C. The address conversion process is a service for converting an IP address assigned to the server 200 in the LAN 3 into an IP address assigned to the MFP 100 in the LAN 7.

  The server 200 provides a plurality of types of services. Services provided by the server 200 include a telephone exchange service for voice calls, an e-mail service, and a real-time communication service. The real-time communication service is a service that enables real-time communication using communication via a network such as real-time chat and message. The real-time communication service enables two users to exchange information using a data communication line. In addition, when the real-time communication service forms a group to which two or more users belong, two or more users included in the group can exchange the same information. In the real-time communication service, a user can belong to a plurality of groups. Further, the real-time communication service provided by the server 200 is not limited to one type, and there may be a plurality of types. Hereinafter, a plurality of users registered in the real-time communication service provided by the server 200 are referred to as registered users. A registered user is a user who is registered in at least one of a plurality of real-time communication services when the server 200 provides a plurality of real-time communication services. The telephone exchange service for voice calls is a voice call service using a data communication line, for example, a service that communicates using VoIP (Voice over Internet Protocol). Note that the telephone exchange service for voice calls is not limited to the voice call service using the data communication line, and other voice call services may be used. The e-mail service is a service that relays e-mails when the server 200 functions as an e-mail server.

  Services provided by server 200 include a print service that accepts a job for MFP 100 and causes MFP 100 to execute the job. The print service is a service that receives a job transmitted from the PC 15, 15 A, 15 B connected to the LAN 3 or the PC 15 A connected to the Internet 5 and causes the MFP 100 to execute the job. For this reason, PC 15, 15A, 15B or PC 15A can cause MFP 100 to execute a job by registering server 200 instead of registering MFP 100 as an image forming apparatus. The server 200 executes an address conversion process in order to provide a print service. Furthermore, the services provided by the server 200 may include other services in addition to the above services. Other services include, but are not limited to, web services that function as web servers.

  In the present embodiment, the case where the server 200 provides a telephone exchange service, an e-mail service, and a real-time communication service will be described. These services are provided by another computer with which the server 200 can communicate. You may make it do. In this case, the server 200 acquires necessary information from a computer that provides the service at a necessary timing.

  The MFP 100 includes a CPU 111, a communication unit 112, a ROM 113, a RAM 114, a facsimile unit 115, an HDD 116, an automatic document feeder 120, a document reading unit 130, an image forming unit 140, a paper feeding unit 150, An operation panel 160. CPU 111 is connected to communication unit 112, ROM 113, RAM 114, facsimile unit 115, HDD 116, automatic document feeder 120, document reading unit 130, image forming unit 140, sheet feeding unit 150, and operation panel 160, and controls the entire MFP 100. To do.

  The ROM 113 stores a program executed by the CPU 111 or data necessary for executing the program. The RAM 114 is used as a work area when the CPU 111 executes a program. The RAM 114 temporarily stores image data continuously sent from the document reading unit 130.

  The facsimile unit 115 is connected to a public switched telephone network (PSTN) and transmits facsimile data to the PSTN or receives facsimile data from the PSTN. The facsimile unit 115 converts the received facsimile data into print data that can be printed by the image forming unit 140 and outputs the print data to the image forming unit 140. As a result, the image forming unit 140 forms an image of facsimile data received by the facsimile unit 115 on a sheet. Further, the facsimile unit 115 converts the image data output by the document reading unit 130 reading the document into facsimile data, and transmits the facsimile data to a facsimile machine connected to the PSTN.

  The communication unit 112 is an interface for connecting the CPU 111 to a network. The communication unit 112 communicates with a communication protocol such as TCP or FTP. The communication unit 112 is controlled by the CPU 111, sets an IP (Internet Protocol) address designated by the CPU 111, and transmits / receives a packet using the set IP address. When the communication unit 112 is physically connected to the internal network LAN 7, the communication unit 112 communicates with the server 200 with the IP address assigned to the MFP 100 set in the internal network LAN 7. The connection form of the network to which the communication unit 112 is connected may be wired or wireless.

  The HDD 116 is a mass storage device and is controlled by the CPU 111. The CPU 111 can read data stored in the HDD 116 and can write data to the HDD 116.

  Operation panel 160 includes a display unit 161 and an operation unit 163. The display unit 161 is, for example, a liquid crystal display device (LCD), and displays an instruction menu for a user, information about acquired image data, and the like. Instead of the LCD, for example, an organic EL (electroluminescence) display can be used as long as the device displays an image. The operation unit 163 includes a touch panel and a plurality of hard keys. The hard key is, for example, a contact switch. The touch panel is provided so as to overlap with the upper surface or the lower surface of the display unit 161. The touch panel detects a position where the user points to the display surface of the display unit 161 on the detection surface, and outputs position information indicating the coordinates of the detected position to the CPU 111. Since the coordinate system of the display surface and the coordinate system of the detection surface are the same, the coordinates specified by the position information output from the touch panel can be replaced with the coordinates of the display surface of the display unit 161.

  FIG. 4 is a diagram illustrating an example of functions of the CPU provided in the server according to the present embodiment. The functions illustrated in FIG. 4 are functions formed in the CPU 201 when the CPU 201 included in the server 200 executes a transfer program stored in the ROM 202, the HDD 206, or the CD-ROM 209.

  Referring to FIG. 4, the CPU 201 includes a transmission information acquisition unit 51, an incoming / rejection determination unit 53, a group history acquisition unit 55, a group determination unit 57, a user history acquisition unit 59, and a transfer user determination unit 61. A change unit 63, a first notification unit 65, a second notification unit 67, and a copy transmission unit 69.

  The transmission information acquisition unit 51 acquires transmission information scheduled to be transmitted by the transmission user, and outputs the acquired transmission information to the incoming / outgoing determination unit 53, the group determination unit 57, and the transfer user determination unit 61. When the electronic mail service provided by the server 200 receives an electronic mail, the outgoing information acquisition unit 51 acquires a characteristic word included in the electronic mail as outgoing information. For example, the characteristic word included in the e-mail may be a word having a high appearance frequency. A word that appears multiple times is likely to be an important word as the content sent by the calling user. The characteristic word may be a word such as a predetermined project name or a word used for the title. In this case, the user who sent the e-mail acquired as the sending information is the sending user, and the user who is the destination of the e-mail is the destination user. When the telephone exchange service detects an outgoing call, the outgoing information acquisition unit 51 outputs a message requesting input of outgoing information in response to the outgoing call. When the telephone exchange service detects an outgoing call, the calling user is the calling user, and the destination user specified by the telephone number is the destination user. The transmission information acquisition unit 51 receives the voice of the calling user after outputting the message, and acquires the character information obtained by voice recognition of the received voice as the transmission information. In addition, the transmission information acquisition unit 51 may sequentially reproduce a predetermined selectable message by voice and acquire a message selected by the transmission user with a numeric keypad or the like as transmission information. By constructing messages hierarchically, information derived from combinations of a plurality of messages can be acquired as transmission information.

  The outgoing information acquisition unit 51 may acquire outgoing information when the incoming / outgoing possibility determination unit 53 determines that the incoming call is impossible.

  The incoming / outgoing possibility determination unit 53 determines whether or not the destination user can receive an incoming call. When the e-mail service provided by the server 200 detects the transmission of an e-mail, the incoming / outgoing availability determination unit 53 determines that the e-mail is not browsed and a predetermined reference period TH has passed as a determination criterion. Judge that the incoming call is impossible. Further, when the telephone exchange service provided by the server 200 detects an outgoing call, the incoming call is received when a predetermined time elapses without going on-hook after starting the outgoing call to the device to which the telephone number is assigned. Judged as impossible. Further, when the server 200 provides a schedule management service for managing the schedules of a plurality of users, it is possible to receive an incoming call based on the schedule of the destination user at the time when the telephone exchange service provided by the server 200 detects an outgoing call. It may be determined whether or not. For example, the location of the device to which the destination telephone number is assigned is specified, and if the location specified by the destination user's schedule is the location of the device to which the destination telephone number is assigned, it is determined that the incoming call is possible, If the previous telephone number is not assigned to the position of the device, it is determined that the incoming call is impossible. The incoming / outgoing availability determination unit 53 outputs the incoming / outgoing availability determination result to the group determination unit 57. Further, the incoming / outgoing possibility determination unit 53 may acquire the presence state set by a plurality of registered users through the real-time communication service and determine whether or not the incoming call is possible. The presence state includes a state where the real-time communication service can be used and a state where the real-time communication service cannot be used.

  The incoming / outgoing possibility determination unit 53 includes a reference changing unit 79. The reference changing unit 79 changes the determination reference for determining whether the destination user can receive a call based on the transmission information. For example, when the transmission information includes words such as “urgent” and “hurry”, which means requesting an emergency, the reference period TH that is a determination criterion is changed to a short value. In addition, when the transmission information includes a word such as “not urgent” meaning that an emergency is not requested, the reference period TH that is a determination criterion is changed to a long value.

  The incoming / outgoing determination unit 53 may set a reference period TH that is a determination criterion based on a transmission condition set by a transmission user. For example, when a date and time for a deadline is set as an outgoing condition for an electronic mail, it is determined that an incoming call is impossible if the electronic mail is not being browsed even when the deadline is reached. Thereby, a response to the electronic mail can be received within the time limit.

  The group history acquisition unit 55 acquires group history information from each of one or more real-time communication services provided by the server 200. The group history acquisition unit 55 outputs the group history information to the group determination unit 57. Here, a case where the server 200 provides one real-time chat service will be described as an example. The group history information is information obtained by tabulating group feature words included in intra-group communication information transmitted / received in each group in one or more groups formed in the real-time chat service. The intra-group communication information is user communication information transmitted from any of a plurality of users belonging to the group. The group feature word is a word included in the intra-group communication information. Further, the group feature word may be information obtained by combining a plurality of words. The group history information is information indicating the appearance frequency for each of a plurality of group feature words.

  The group determination unit 57 receives the transmission information from the transmission information acquisition unit 51 and the group history information from the group history acquisition unit 55. When group history information including a group feature word that is the same as or similar to the transmission information exists based on the transmission information and the group history information from among a plurality of groups formed in the real-time chat, the group determination unit 57 includes: The group corresponding to the group history information is determined as the target group. In other words, the group determination unit 57 determines, as a target group, a group including a group feature word whose corresponding group history information is the same as or similar to the transmission information among a plurality of groups formed in the real-time chat.

  Since the target group is a group with a track record in which intra-group communication information including the same or similar group feature words as the transmission information has been transmitted and received in the past, there is a high possibility that the target group is a group related to the transmission information. For this reason, it is highly possible that any of a plurality of registered users belonging to the target group can respond to the outgoing call by the outgoing user. Therefore, it is possible to determine a group related to the transmission by the transmission user.

  Among a plurality of groups formed in the real-time chat, there may be a plurality of groups including group feature words whose corresponding group history information is the same as or similar to the transmission information. A group priority for determining the priority order is set in advance for the plurality of groups. Each of a plurality of groups including group feature words that are the same as or similar to the transmission information in the group history information is referred to as a candidate group. The group determination unit 57 determines a candidate group having the highest priority among the plurality of candidate groups as a target group.

  Moreover, you may make it vary a group priority according to transmission information. The group determination unit 57 determines the group priority based on the frequency of group feature words that are the same as or similar to the transmission information. In this case, the group determination unit 57 determines the candidate group having the highest frequency of the group feature words that are the same as or similar to the transmission information among the plurality of candidate groups as the target group.

  The group determination unit 57 outputs group identification information for identifying the target group to the transfer user determination unit 61 when determining the target group, and outputs a call instruction to the first notification unit 65 when the target group is not determined. To do.

  The user history acquisition unit 59 acquires user history information from a real-time chat service provided by the server 200. The user history acquisition unit 59 outputs the user history information to the transfer user determination unit 61. The user history information is information obtained by tabulating user characteristic words included in user communication information transmitted by a plurality of registered users registered in the real-time chat. The user history information is information obtained by tabulating user characteristic words included in the user communication information received by the destination registered user when the user communication information is transmitted to a single registered user in the real-time chat. The user characteristic word is a word included in the user communication information. The user characteristic word may be information obtained by combining a plurality of words included in the user communication information. Therefore, the user history information is information indicating the appearance frequency for each user characteristic word for each of a plurality of registered users. Note that the user history acquisition unit 59 may generate user history information by acquiring user communication information for each of a plurality of registered users from a real-time chat service.

  In addition, the user history acquisition unit 59 may acquire user history information from an email service provided by the server 200. In this case, the user communication information is an e-mail, and the user history information is information obtained by tabulating user characteristic words included in the e-mail transmitted by the calling user. When the electronic mail is transmitted to a single destination user, the user history information is information obtained by tabulating user characteristic words included in the electronic mail received by the destination user.

  In addition, when the server 200 provides the telephone exchange service, the user history acquisition unit 59 displays the transmission information that the transmission information acquisition unit 51 acquires when the telephone exchange service detects an outgoing call. It may be acquired as information.

  The transfer user determination unit 61 receives the transmission information from the transmission information acquisition unit 51, the user history information from the user history acquisition unit 59, and the group identification information of the target group from the group determination unit 57. When there is user history information including a user characteristic word that is the same as or similar to the transmission information based on the transmission information and the user history information from among a plurality of registered users belonging to the target group, the transfer user determination unit 61 The registered user corresponding to the user history information is determined as the transfer user. In other words, the transfer user determination unit 61 determines, among the plurality of registered users included in the target group, a registered user whose corresponding user history information includes a user characteristic word that is the same as or similar to the transmission information, as a transfer user.

  Among the plurality of registered users included in the target group, there may be a plurality of registered users whose corresponding user history information includes the same or similar user characteristic words as the transmission information. A plurality of registered users are preset with user priorities for determining priority. Each of a plurality of registered users whose user history information includes the same or similar user characteristic words as the transmission information is called a candidate user. The transfer user determination unit 61 determines a candidate user having the highest priority among the plurality of candidate users as a transfer user. The transfer user determining unit 61 outputs a notification instruction to the copy transmitting unit 69 when determining a plurality of candidate users.

  Further, the user priority may be varied according to the transmission information. The transfer user determination unit 61 determines the user priority based on the frequency of user feature words that are the same as or similar to the transmission information. In this case, the transfer user determination unit 61 determines, as a transfer user, a candidate user having the highest frequency of user feature words that are the same as or similar to the transmission information among the plurality of candidate users.

  When the server 200 provides a service for managing the schedules of a plurality of users, the transfer user determination unit 61 is based on the transfer user schedule at the time when the telephone exchange service provided by the server 200 detects a call origination. It may be determined whether the incoming call is possible. In this case, when the transfer user determining unit 61 determines that the registered user cannot receive the call, the transfer user determining unit 61 does not determine the registered user as the transfer user. Therefore, when determining a plurality of candidate users, the transfer user determining unit 61 determines whether or not incoming calls are possible in order from the candidate user having the highest user priority. In other words, the transfer user determining unit 61 can determine a candidate user who can receive a call from a plurality of candidate users and has the highest user priority as a transfer user. Thereby, a candidate user with a high probability of answering an incoming call can be determined as a transfer user.

  When determining the transfer user, the transfer user determination unit 61 outputs user identification information for identifying the transfer user to the change unit 63 and the second notification unit 67.

  The changing unit 63 changes the call destination by the calling user to the transfer user in response to the user identification information of the transfer user being input from the transfer user determining unit 61. Specifically, when the incoming / outgoing possibility determination unit 53 determines that an incoming e-mail is impossible based on the e-mail service provided by the server 200, the changing unit 63 sets the destination of the e-mail to the transfer user's destination. Change to an email address and send the email. As a result, when the reference period TH elapses without the destination user set as the destination of the email browsing the email, the email is transmitted to the forwarding user. Since the forwarding user is a user who has used a user characteristic word that is the same as or similar to the transmission information included in the e-mail in the past, there is a high possibility that the forwarding user is a user related to the e-mail. For this reason, there is a high possibility that the forwarding user can respond to the e-mail. Therefore, the calling user can receive a response to the transmitted electronic mail as soon as possible.

  If the date and time change setting for changing the transmission date and time at the time of transfer is set for the transfer user, the changing unit 63 changes the electronic mail transmission date and time to the date and time of transmission after changing the destination to the transfer user, send mail. If the date change setting is not set for the transfer user, the changing unit 63 transmits the e-mail with the date and time when the caller sends without changing the e-mail transmission date and time. Thereby, it is possible to improve the convenience of receiving the transfer user.

  Also, when the incoming / outgoing possibility determination unit 53 determines that the incoming call is impossible when the telephone exchange service provided by the server 200 detects the outgoing call, the changing unit 63 stops the outgoing call, and the outgoing call destination Change to the forwarding user's phone number and call that phone number. As a result, when the destination user of the telephone call destination does not answer the telephone, the call destination is changed to the telephone number of the transfer user. Since the transfer user is a user who has a past record of using user characteristic words that are the same as or similar to the call information input by the caller by voice, there is a high possibility that the transfer user is a registered user related to the telephone requirements. For this reason, there is a high possibility that the transfer user can respond to the contents of the telephone. Therefore, the calling user can receive a response to the content he / she wants to convey by telephone as soon as possible.

  The changing unit 63 determines that the incoming call is not possible when the incoming / outgoing determination unit 53 detects that the telephone exchange service provided by the server 200 detects an outgoing call. It is judged whether or not it is possible, and if the incoming call is possible, it is transferred. In this case, when the transfer user cannot receive a call, a candidate user having the next highest user priority among the plurality of candidate users may be set as a new transfer user. If none of the multiple candidate users can receive a call, the candidate group with the next highest group priority is determined as the new target group, and the forwarding user is determined from the registered users belonging to the new target group. do it.

  The copy transmission unit 69 receives a notification instruction from the transfer user determination unit 61 when the transfer user determination unit 61 determines a plurality of candidate users. The copy transmission unit 69 transmits a copy of the e-mail transmitted to the transfer user to a plurality of candidate users other than the transfer user. Candidate users who are multiple candidate users and are not determined as forwarding users are users who have used the same or similar user characteristic words as outgoing information in the past. Is likely. For this reason, a candidate user can respond to the transmission information by a transmission user.

  The first notification unit 65 includes a transmission source notification unit 71 and an unsent notification unit 73. When the group determination unit 57 does not determine the target group, the transmission source notification unit 71 receives a transmission instruction from the group determination unit 57. When the group determination unit 57 does not determine the target group, the transfer user is not determined. If the forwarding user is not determined, the outgoing call by the calling user is not forwarded. In response to the input of the transmission instruction, the transmission source notification unit 71 notifies the transmission user of a message indicating that the transfer user has not been determined or that the transmission has not been transferred. The message may be transmitted by e-mail or may be transmitted by real-time chat. If the call is a phone call, the message is played back and notified. As a result, the caller is notified that the transfer user has not been determined or the call has not been transferred, so that it is possible to recognize that the call has not been transferred.

  The unsent notification unit 73 receives a call instruction from the group determination unit 57 when the group determination unit 57 does not determine the target group. The non-transmission notification unit 73 notifies an e-mail or transmission information to a plurality of registered users belonging to each of one or more groups to which the destination user belongs in response to an input of a transmission instruction. If the outgoing call by the calling user is an outgoing e-mail, the e-mail is transferred. If the outgoing call is a telephone call, the outgoing information is sent by e-mail. Further, instead of transferring the e-mail or transmitting the transmission information by e-mail, the contents of the e-mail or the transmission information may be transmitted by real-time chat. The information that the calling user intends to send to the destination user is information related to the destination user. For this reason, the group to which the destination user belongs may be associated with information that the originating user intends to send to the destination user. For this reason, since the e-mail is forwarded or the outgoing information is sent by e-mail to a plurality of registered users belonging to each of one or more groups to which the destination user belongs, any of the registered users related to the outgoing information You may be able to receive a response to the call.

  The second notification unit 67 includes an absence notification unit 75. The absence notification unit 75 notifies the destination user of the transfer user. For example, when an e-mail is transmitted to a transfer user, a message indicating that the e-mail is transmitted to the transfer user instead of the destination user is transmitted to the destination user. Further, when a call is made to the telephone number of the transfer user, a message indicating that the telephone destination is changed to the transfer user instead of the destination user is transmitted to the destination user. The message may be transmitted by e-mail or may be transmitted by real-time chat. This informs the destination user that the destination user has changed to the forwarding user, so that the destination user has made the call from the calling user and that the forwarding user may have responded to the calling user's call. It can be recognized afterwards. The absence notification unit 75 may notify a plurality of registered users belonging to the target group when the target group is determined but the transfer user is not determined. When the transmission by the transmission user is transmission by electronic mail, the electronic mail is transferred to a plurality of registered users belonging to the target group.

  In the present embodiment, one transfer user is determined and the destination is changed to the transfer user. However, when an e-mail is transferred, a plurality of transfer users may be transferred. . For example, when a plurality of candidate users are determined, the e-mail is transferred to all of the plurality of candidate users without determining the transfer user. However, in the case of calling by telephone, since it is not possible to call a plurality of candidate users, the transfer user is determined. Thus, the transfer destination of the transmission information may be varied depending on the type of transmission.

  Further, in the present embodiment, the target group is determined, and the transfer user is determined from among the plurality of registered users belonging to the target group, but based on the user history information and the transmission information without determining the target group. The transfer user may be determined.

  FIG. 5 is a flowchart showing an example of the flow of transfer processing in the present embodiment. The transfer process is a process executed by the CPU 201 when the CPU 201 included in the server 200 executes a transfer program stored in the ROM 202, the HDD 206, or the CD-ROM 209.

  Referring to FIG. 5, CPU 201 provided in server 200 determines whether or not a call has been accepted (step S01). The process waits until a call is accepted. If a call is accepted, the process proceeds to step S02. The CPU 201 accepts an outgoing call when the telephone exchange service accepts an outgoing call. Further, the CPU 201 accepts transmission of an electronic mail when the electronic mail service receives the electronic mail. The CPU 201 identifies a calling user and a destination user at the stage of receiving a call. When accepting an outgoing call, the registered user assigned with the caller's telephone number is identified as the calling user, and the registered user assigned with the telephone number as the destination is identified as the destination user. In addition, when accepting outgoing e-mails, the registered user who is assigned the e-mail address of the e-mail source is identified as the outgoing user, and the registered user who is assigned the e-mail address of the e-mail destination is the destination user Identify. When a computer other than server 200 provides a telephone exchange service or an e-mail service, information regarding the transmission may be received when the computer receives the transmission.

  In step S02, a transmission information acquisition process is executed, and the process proceeds to step S03. The details of the outgoing information acquisition process will be described later. When accepting outgoing calls, accept outgoing information input by the outgoing user. When accepting outgoing emails, extract outgoing information from the email. , Get outgoing information.

  In step S03, the process branches depending on the transmission type. If the outgoing call is detected, the process proceeds to step S04. If the outgoing e-mail is detected, the process proceeds to step S05. In step S04, first incoming / outgoing permission determination processing is executed, and the process proceeds to step S06. Although the details of the first incoming / outgoing possibility determination process will be described later, this is a process for determining whether or not the destination user who is the destination of the telephone can respond to the telephone. In step S05, a second incoming / outgoing permission determination process is executed, and the process proceeds to step S06. Although the details of the second incoming / outgoing permission determination process will be described later, it is a process for determining whether or not the destination user specified by the email address set as the destination in the email can view the email. It is determined that incoming calls are not possible when possible.

  In step S06, it is determined whether or not the result of the first incoming call availability determination process or the second incoming call availability determination process indicates that the incoming call is impossible. If the result of the first incoming / outgoing possibility determination process or the second incoming / outgoing possibility determination process indicates that the incoming call is impossible, the process proceeds to step S07; otherwise, the process ends. In step S07, a transfer destination determination process is executed, and the process proceeds to step S08. Although details of the transfer destination determination process will be described later, this is a process of determining a transfer user in place of the destination user. In step S08, it is determined whether or not the transfer user is determined in the transfer destination determination process. If the transfer user is determined, the process proceeds to step S09; otherwise, the process ends.

  In step S09, a change process is executed, and the process proceeds to step S10. Details of the change process will be described later, but when a call is detected, the destination of the call is changed from the destination user to the transfer user, and the call is made to the transfer user's phone number. If the e-mail address is changed, the e-mail destination address is changed from the e-mail address of the destination user to the e-mail address of the transfer user to make the e-mail viewable.

  In step S10, it is determined whether or not the transmission type is an electronic mail. If transmission of an e-mail is detected, the process proceeds to step S11. If not, the process ends. In step S11, the absence notification process is executed, and the process ends. Specifically, the destination information is notified to the destination user of the transmission information and transfer user acquired in step S02. For example, when an e-mail is transmitted to a transfer user, a message indicating that the e-mail is transmitted to the transfer user instead of the destination user is transmitted to the destination user. Further, when a call is made to the telephone number of the transfer user, a message indicating that the telephone destination is changed to the transfer user instead of the destination user is transmitted to the destination user. The message may be transmitted by e-mail or may be transmitted by real-time chat. This informs the destination user that the destination user has changed to the forwarding user, so that the destination user can make a call from the calling user and the forwarding user can respond to the outgoing user's outgoing information. It can be recognized afterwards that there is sex.

  FIG. 6 is a flowchart illustrating an example of the flow of outgoing information acquisition processing. The transmission information acquisition process is a process executed in step S02 of the transfer process. The CPU 201 branches the process depending on the transmission type (step S21). If the call type is an outgoing call, the process proceeds to step S22. If the call type is an outgoing e-mail, the process proceeds to step S27. In step S27, outgoing information is extracted from the electronic mail, and the process returns to the transfer process. A characteristic word included in the e-mail is acquired as transmission information.

  In step S22, transmission information is requested from the transmission user. For example, a voice call can be made with a device that has transmitted a call, and a message requesting outgoing information is reproduced by voice. Whether or not the calling user who listens to the message utters the transmission information is determined based on whether or not the voice uttered by the calling user has been accepted (step S23). The process waits until a voice is accepted (NO in step S23). If a voice is accepted (YES in step S23), the process proceeds to step S24. In step S24, the received voice is recognized (step S24). Then, character information obtained by voice recognition is set as transmission information (step S25), and the process proceeds to step S26. In step S26, it is determined whether or not the reception of the voice has ended. For example, when the silent state continues for a predetermined time, it is determined that the reception of the voice has ended. If the reception of the voice is completed, the process returns to the transfer process. If not, the process returns to step S23.

  FIG. 7 is a flowchart showing an example of the flow of the first incoming / outgoing permission / inhibition determination process. The first incoming / outgoing permission determination process is a process executed in step S04 of the transfer process, and is a process executed when the call type is call outgoing. The outgoing information is acquired at a stage before the first incoming / outgoing permission determination process is executed. CPU201 acquires a schedule of a destination user (Step S31). The schedule of the destination user is acquired from the schedule management service provided by the server 200. In the next step S32, it is determined whether or not the destination user is absent based on the schedule of the destination user. If the destination user is absent, the process proceeds to step S38; otherwise, the process proceeds to step S33. With reference to the schedule of the destination user, the location of the current destination user is identified, and if the identified location is different from the location of the device to which the telephone number of the telephone call is assigned, it is determined that the user is absent.

  In step S33, it is determined whether the presence state of the destination user is set to absent in the real-time chat service provided by the server 200. If the real-time communication service is set in an unusable state, the process proceeds to step S38; otherwise, the process proceeds to step S34. In step S34, the telephone exchange service is controlled to call the telephone number of the telephone call destination, and the process proceeds to step S35.

  In step S35, it is determined whether or not on-hook has been detected in the telephone exchange service. If an on-hook is detected, the process proceeds to step S37; otherwise, the process proceeds to step S36. In step S36, it is determined whether or not a predetermined time has elapsed since the call was started. If the predetermined time has elapsed, the process proceeds to step S38; otherwise, the process returns to step S35. In step S37, the telephone exchange service is controlled, a line for voice call is connected, and the process returns to the transfer process. It is determined that the destination user is absent when a predetermined time elapses without going on-hook after the call is started. In step S38, a call rejection indicating that the destination user cannot receive is set, and the process returns to the transfer process.

  FIG. 8 is a flowchart showing an example of the flow of the second incoming / outgoing permission / inhibition determination process. The second incoming / outgoing permission determination process is a process executed in step S05 of the transfer process, and is a process executed when the transmission type is an e-mail. The outgoing information is acquired at a stage before the second incoming / outgoing permission determination process is executed. CPU201 starts timer T (Step S41) and advances processing to Step S42. The timer T measures the time that has elapsed since receipt of transmission by electronic mail. In step S42, the reference period TH is determined from the transmission information. The reference period TH is a period that is set to determine that the destination user cannot receive a call, and is an upper limit value of a period that elapses without browsing an electronic mail. For example, a standard period is determined in advance, and when the transmission information includes words such as “urgent” and “hurry” meaning that an emergency is requested, the reference period TH is determined to be shorter than the standard period. In addition, when the transmission information includes a word such as “not urgent” meaning that an emergency is not requested, the reference period TH is determined to be longer than the standard period. When the transmission information does not include a word meaning that an emergency is requested and a word meaning that no emergency is requested, the standard period is determined as the reference period TH. Since the reference period TH is determined from the transmission information, the time until the transmission user is transferred to the transfer user can be varied depending on the degree of urgency. For this reason, the response period with respect to transmission can be controlled.

  In the next step S43, it is determined whether or not the electronic mail has been browsed in the electronic mail service. If the e-mail has been viewed, the process returns to the transfer process; otherwise, the process proceeds to step S44. In step S44, it is determined whether or not the value of timer T is greater than or equal to reference period TH. If the value of timer T is greater than or equal to reference period TH, the process proceeds to step S45; otherwise, the process returns to step S43. In step S45, the destination user is set not to accept incoming calls indicating that the electronic mail cannot be viewed, and the process returns to the transfer process.

  FIG. 9 is a flowchart illustrating an example of the flow of a transfer destination determination process. The transfer destination determination process is a process executed in step S07 of the transfer process. Referring to FIG. 9, CPU 201 acquires group history information from the real-time chat service provided by server 200 (step S51). The group history information is information obtained by tabulating group feature words included in intra-group communication information transmitted / received in each group in one or more groups formed in the real-time chat service. The intra-group communication information is user communication information transmitted from any of a plurality of users belonging to the group. The group feature word is a word included in the intra-group communication information. Further, the group feature word may be information obtained by combining a plurality of words. The group history information is information indicating the appearance frequency for each of a plurality of group feature words.

  In the next step S52, a group to be processed is selected from one or more groups formed in the real-time chat service. In the next step S53, it is determined whether or not the group history information corresponding to the group to be processed includes a group feature word that is the same as or similar to the transmission information. If the group history information includes a group feature word that is the same as or similar to the transmission information, the process proceeds to step S54. If not, step S54 is skipped and the process proceeds to step S55. If there are a plurality of pieces of transmission information, the process proceeds to step S54 if the group history information includes a group feature word that is the same as or similar to at least one of the plurality of pieces of transmission information. If not, the process proceeds to step S55.

  In step S54, the group to be processed is set as a candidate group, and the process proceeds to step S55. In step S55, it is determined whether there is a group not selected as a processing target. If there is an unselected group, the process returns to step S52; otherwise, the process proceeds to step S56.

  In step S56, it is determined whether a candidate group has been determined. If a candidate group has been determined, the process proceeds to step S57; otherwise, the process proceeds to step S65.

  In step S57, it is determined whether a plurality of candidate groups have been determined. If a plurality of candidate groups have been determined, the process proceeds to step S58; otherwise, the process proceeds to step S60. The process proceeds to step S60 when one candidate group has been determined. In step S60, the candidate group is determined as the target group, and the process proceeds to step S61.

  In step S58, a group priority determination process is executed, and the process proceeds to step S59. Although details of the group priority determination process will be described later, this is a process for determining the priority for each of a plurality of candidate groups. In step S59, the candidate group having the highest group priority among the plurality of candidate groups is determined as the target group, and the process proceeds to step S61.

  In step S61, user history information is acquired, and the process proceeds to step S62. The user history information is acquired from a real-time chat service provided by the server 200. Specifically, the user history information is information obtained by tabulating user characteristic words included in user communication information transmitted by a plurality of registered users registered in the real-time chat. In addition, when the user communication information is transmitted to a single destination user, the user history information is information obtained by tabulating user characteristic words included in the user communication information received by the destination user. The user characteristic word is a word included in the user communication information. The user characteristic word may be information obtained by combining a plurality of words included in the user communication information. Therefore, the user history information is information indicating the appearance frequency for each user characteristic word for each of a plurality of registered users. Further, user history information is acquired from an electronic mail service provided by the server 200. The user history information in this case is information obtained by tabulating user characteristic words included in the electronic mail transmitted by the calling user. When the electronic mail is transmitted to a single destination user, the user history information is information obtained by tabulating user characteristic words included in the electronic mail received by the destination user. Further, as the user history information when the server 200 acquires user history information from the telephone exchange service, the transmission information acquired in step S02 of the transfer process is acquired as the user history information of the calling user.

  In the next step S62, registered users belonging to the target group are determined, and the process proceeds to step S63. In step S63, a user priority determination process is executed, and the process proceeds to step S64. Although details of the user priority determination process will be described later, this is a process of determining the priority for each registered user. In the next step S64, the registered user having the highest user priority among the plurality of registered users belonging to the target group is determined as the transfer user, and the process returns to the transfer process.

  When the process proceeds to step S65, the candidate group is not determined. If the candidate group is not determined, the transfer user is not determined. In step S65, a sender notification process is executed, and the process proceeds to step S66. Specifically, a message indicating that the target group has not been determined is notified to the calling user. The message may be transmitted by e-mail or may be transmitted by real-time chat. If the call is a phone call, the message is played back and notified. Thereby, it can be recognized that the e-mail has not been transferred.

  In step S66, an unsent notification process is executed, and the process returns to the transfer process. Specifically, e-mail or transmission information is notified to a plurality of registered users belonging to one or more groups to which the destination user belongs. If the outgoing call type is an outgoing e-mail, the e-mail is transferred, and if the outgoing call type is an outgoing call, the outgoing information is sent by e-mail. Further, instead of transferring the e-mail or transmitting the transmission information by e-mail, the contents of the e-mail or the transmission information may be transmitted by real-time chat. The information that the calling user intends to send to the destination user is information related to the destination user. For this reason, the group to which the destination user belongs may be associated with information that the originating user intends to send to the destination user. Therefore, since the e-mail is forwarded or the transmission information is transmitted by e-mail to a plurality of registered users belonging to each of one or more groups to which the destination user belongs, any of the registered users related to the transmission information can send the calling user. May receive a response to.

  FIG. 10 is a flowchart illustrating an example of the flow of group priority determination processing. The group priority determination process is a process executed in step S58 of the transfer destination determination process. A plurality of candidate groups are determined at a stage before the group priority determination process is executed. Referring to FIG. 10, a candidate group to be processed is selected (step S71), and the process proceeds to step S72. In step S72, with reference to the group history information corresponding to the candidate group, a group feature word that is the same as or similar to the transmission information is determined. In step S73, the frequency of group feature words is determined, and the process proceeds to step S74.

  In step S74, the determined frequency is determined as the priority of the candidate group to be processed, and the process proceeds to step S75. When there are a plurality of pieces of transmission information, there may be a plurality of group feature words that are the same as or similar to the plurality of pieces of transmission information. When there are a plurality of pieces of transmission information, the maximum frequency among the frequencies of a plurality of group feature words that are the same or similar to those is determined as the group priority of the candidate group. In step S75, it is determined whether there is a candidate group that is not selected as a processing target. If there is an unselected candidate group, the process returns to step S71. If not, the process returns to the transfer destination determination process.

  FIG. 11 is a flowchart illustrating an example of the flow of user priority determination processing. The user priority determination process is a process executed in step S63 of the transfer destination determination process. A plurality of registered users belonging to the target group are determined before the user priority determination process is executed. Referring to FIG. 11, a registration group to be processed is selected (step S81), and the process proceeds to step S82. In step S82, the user characteristic word that is the same as or similar to the transmission information is determined with reference to the user history information corresponding to the registered user. In step S83, the frequency of user feature words is determined, and the process proceeds to step S84.

  In step S84, the determined frequency is determined as the priority of the registered user to be processed, and the process proceeds to step S78. When there are a plurality of pieces of transmission information, there may be a plurality of group feature words that are the same as or similar to the plurality of pieces of transmission information. When there are a plurality of pieces of transmission information, the maximum frequency among the frequencies of a plurality of user feature words that are the same or similar to those is determined as the user priority of the registered user. In step S85, it is determined whether there is a registered user not selected as a processing target. If there is an unselected registered user, the process returns to step S81. If not, the process returns to the transfer destination determination process.

  FIG. 12 is a flowchart illustrating an example of the flow of change processing. The change process is a process executed in step S09 of the transfer process. Referring to FIG. 12, CPU 201 branches the process depending on the transmission type (step S91). If the call originates, the process proceeds to step S92. If the e-mail originates, the process proceeds to step S95.

  In step S92, it is determined whether or not the transfer user is absent. For example, the transfer user's schedule is acquired from the schedule management service, and it is determined whether or not the transfer user is absent based on the schedule. Further, in the real-time chat service provided by the server 200, it is determined whether or not the transfer user is set to be absent. If there is no transfer user, the process proceeds to step S94. If not, the process proceeds to step S93. In step S94, the transfer user is changed to the registered user having the next highest priority, and the process returns to step S92. In step S93, the telephone exchange service is controlled to call the telephone number assigned to the transfer user, and the process returns to the transfer process. In step S92, when it is determined whether or not the transfer user is absent, the first incoming / outgoing permission determination process shown in FIG. 7 may be executed.

  In step S95, the e-mail destination is changed with the e-mail address assigned to the forwarding user, and the process proceeds to step S96. In step S96, it is determined whether date change setting is set for the transfer user. If the date / time change setting is set, the process proceeds to step S97. If not, step S97 is skipped and the process proceeds to step S98. In step S97, the e-mail transmission date / time is changed to the current date / time, and the process proceeds to step S98. In step S98, the e-mail service is controlled to set the e-mail to a viewable state, and the process returns to the transfer process.

  FIG. 13 is a flowchart illustrating an example of the flow of history information generation processing. The history information generation process is a process executed when user communication information is acquired from a real-time chat service, an e-mail service, and a telephone exchange service. Referring to FIG. 13, CPU 201 provided in server 200 determines whether user communication information is detected. In the real-time chat service, user communication information is detected when user communication information is transmitted and received. In an electronic mail service, when an electronic mail is transmitted, the electronic mail is detected as user communication information. In the telephone exchange service, user communication information is detected when a telephone call is detected. The process waits until user communication information is detected (NO in step S101). If user communication information is detected (YES in step S101), the process proceeds to step S102.

  In step S102, it is determined whether or not the call type is telephone. If the call is outgoing, the process proceeds to step S115; otherwise, the process proceeds to step S103.

  In step S103, it is determined whether a group to which user communication information is transmitted and received can be specified. When the user communication information is detected in the real-time chat service, it is determined whether the user communication information is intra-group communication information transmitted / received within the group. If the user communication information is intra-group communication information, the process proceeds to step S104; otherwise, the process proceeds to step S108. In the next step S104, group feature words are extracted from the user communication information. When the user communication information includes a plurality of group feature words, a plurality of group feature words are extracted. In the next step S105, a group feature word to be processed is selected from one or more group feature words extracted from the user communication information. Then, the group history information of the group identified in step S103 is updated with the group feature word to be processed (step S106). Specifically, if the group history information includes a group feature word to be processed, the frequency of the group feature word is counted up. If the group history information does not include the group feature word to be processed, the group feature word is added to the group history information in association with the frequency “1”.

  In the next step S107, it is determined whether or not there is a group feature word not selected as a processing target. If there is an unselected group feature word, the process returns to step S105; otherwise, the process proceeds to step S108.

  In step S108, the registered user who sent the user notification information is specified, and the process proceeds to step S109. In step S109, a user characteristic word is extracted from the user communication information, and the process proceeds to step S110. When the user communication information includes a plurality of user feature words, a plurality of user feature words are extracted. In the next step S110, a user feature word to be processed is selected from one or more user feature words extracted from the user communication information. Then, the user history information of the registered user of the transmission source specified in step S108 is updated with the user feature word to be processed (step S111). Specifically, if the user history information of the registered user of the transmission source includes the user characteristic word to be processed, the frequency of the user characteristic word is counted up. If the user history information of the registered user of the transmission source does not include the user characteristic word to be processed, the user characteristic word is added to the user history information in association with the frequency “1”.

  In the next step S112, it is determined whether or not there is a single registered user as the destination of the user communication information. For example, there is a case where one e-mail address is set as an e-mail destination address, or a case where user identification information is directly transmitted to one registered user in the real-time chat service. If there is only one registered user as the destination of the user history information, the process proceeds to step S113. If not, step S113 is skipped and the process proceeds to step S114. In step S113, the user history information of the destination registered user is updated with the user feature word to be processed, and the process proceeds to step S114. Specifically, if the user history information of the destination registered user includes a user characteristic word to be processed, the frequency of the user characteristic word is counted up. If the user history information of the destination registered user does not include the user characteristic word to be processed, the user characteristic word is added to the user history information in association with the frequency “1”.

  In step S114, it is determined whether there is a user feature word that is not selected as a processing target. If there is an unselected user feature word, the process returns to step S110, and if there is no such user feature word, the process returns to step S101.

  On the other hand, if a telephone call is detected, the process proceeds to step S115. In step S115, the calling user is specified. When a telephone call is detected, there is a case where outgoing information input by voice by the outgoing user is acquired in the outgoing information acquisition process described above. In step S116, the transmission information is set as user communication information, and user characteristic words are extracted from the user communication information. In the next step S117, a user feature word to be processed is selected from one or more user feature words extracted from the user communication information. Then, the user history information of the calling user specified in step S115 is updated with the user feature word to be processed (step S118). Specifically, if the user history information of the calling user includes a user characteristic word to be processed, the frequency of the user characteristic word is counted up. If the user history information of the calling user does not include the user characteristic word to be processed, the user characteristic word is added to the user history information in association with the frequency “1”.

  In the next step S119, it is determined whether or not there is a user feature word not selected as a processing target. If there is an unselected user feature word, the process returns to step S117, and if there is no such user feature word, the process returns to step S101.

  As described above, server 200 in the present embodiment determines whether or not the destination user can receive a call when the calling user makes a call to the destination user. Based on the transmission information scheduled to be transmitted by the user and the user history information for each of the plurality of registered users, a transfer user to be a transmission destination by the transmission user is determined. Since the user history information is generated based on the user communication information transmitted / received in the past by the registered user, the registered user who has transmitted / received the user communication information related to the transmission information can be determined as the transfer user. For this reason, it can transfer to an appropriate transfer destination. In addition, since it is not necessary to set a table or the like that predetermines the transfer destination, the operation can be simplified.

  Further, based on the transmission information and the group history information, a target group is determined from among a plurality of groups, and a transfer user is determined from among a plurality of registered users belonging to the target group. Since the group history information is generated based on intra-group communication information transmitted and received in the past in the group, a group related to the transmission information can be determined as the target group. Further, since the transfer user is determined from among a plurality of registered users belonging to the target group, an appropriate transfer destination can be determined.

  Moreover, since the group history information is information obtained by tabulating group feature words included in the intra-group communication information for each of a plurality of groups, a target group related to the transmission information can be easily determined.

  In addition, since a group including group feature words whose group history information is the same as or similar to the transmission information among the plurality of groups is determined as the target group, a target group related to the transmission information can be easily determined. .

  In addition, among a plurality of groups, when there are a plurality of candidate groups including group feature words whose group history information is the same as or similar to the transmission information, among the plurality of candidate groups according to the group priority assigned to the plurality of candidate groups Therefore, the target group can be easily determined from a plurality of candidates.

  In addition, since the frequency of the group feature words that are the same as or similar to the transmission information is determined as the group priority, a group highly relevant to the transmission information can be determined as the target group from among a plurality of candidate groups.

  If the transfer user is not determined, the caller is notified that the transfer was not transferred, so that the caller can know that the transfer was not transferred.

  In addition, when a transfer user is not determined, the server 200 notifies a plurality of registered users belonging to one or more groups to which the destination user belongs among a plurality of groups. The information that the calling user tries to send to the destination user is information related to the destination user. For this reason, the group to which the destination user belongs may be associated with information that the originating user intends to send to the destination user. Accordingly, the calling user can receive a response from any of the registered users related to the information to be sent to the destination user.

  In addition, because the destination user is notified of the information indicating that the call was transferred to the forwarding user, the destination user has made a call from the calling user, and the forwarding user may have responded to the calling user's outgoing information. Can be recognized later. For this reason, convenience can be improved.

  Further, the server 200 determines the transfer user based on the transmission information and the user history information of each of the plurality of registered users. Since the user history information is information obtained by tabulating user characteristic words included in the intra-group communication information for each of a plurality of groups, it is possible to easily determine a transfer user that is related to the transmission information.

  Also, among the registered users belonging to the target group, the registered user including the group feature word whose user history information is the same as or similar to the transmission information is determined as the transfer user, so that the transfer user related to the transmission information can be easily Can be determined.

  In addition, since the transfer user is determined from among the plurality of candidate users according to the user priority assigned to the plurality of candidate users, the transfer user can be easily determined from among the plurality of candidate users.

  In addition, since the user priority is determined based on the frequency of user feature words that are the same as or similar to the transmission information, a candidate user highly relevant to the transmission information can be determined as a transfer user from among a plurality of candidate users. .

  In addition, when a plurality of candidate users are determined, the transmission information transmitted to the transfer user is transmitted to the plurality of candidate users, so that the candidate user can respond to the transmission information by the transmission user. .

  In addition, since the reference period TH in which the destination user determines that the incoming call is not possible is changed based on the transmission information, the response time for the transmission user can be controlled.

  Moreover, since the transmission destination by a transmission user is changed to a transfer user, it can be transmitted to a transfer user.

  In addition, since the server 200 determines the registered user who can receive a call as the transfer user, the server 200 can make a call to a registered user who can respond to the call by the calling user.

  The embodiment disclosed this time should be considered as illustrative in all points and not restrictive. The scope of the present invention is defined by the terms of the claims, rather than the description above, and is intended to include any modifications within the scope and meaning equivalent to the terms of the claims.

<Appendix>
(1) The server according to any one of claims 1 to 17, wherein the incoming / outgoing availability determination unit determines whether or not the destination user can receive an incoming call based on a schedule of each of the plurality of registered users. According to this aspect, it is possible to easily determine whether the destination user can receive an incoming call.
(2) The incoming / outgoing possibility determination means determines that the destination user cannot receive an incoming call when the destination user does not receive an incoming call even after a reference period has elapsed after the outgoing call from the outgoing user to the destination user. The server according to any one of 1 to 17 and 20. According to this aspect, it is possible to easily determine whether the destination user can receive an incoming call.
(3) The server according to claim 21, further comprising reference changing means for changing the reference period based on the transmission information. According to this aspect, since the reference period is changed based on the transmission information, the transmission user can control the response period.
(4) The server according to any one of claims 1 to 17, and 20 to 22, further comprising a timing setting unit that sets a timing at which the destination user determines whether or not the destination user can receive a call. .
(5) In any one of Claims 1-17, 20-23, the said incoming / outgoing possibility judgment means judges that the said destination user cannot accept an incoming call when the information indicating that the incoming call is impossible is set by the destination user. The listed server. According to this aspect, it is possible to easily determine whether the destination user can receive an incoming call.
(6) The incoming call availability determination unit according to any one of claims 1 to 17, and 20 to 24, wherein the destination user determines that the incoming call is not possible when a transfer condition set by the calling user is satisfied. server. If this aspect is followed, it can be changed whether a transmission user transfers.
(7) It has voice recognition means for recognizing voice and outputting character information,
The server according to claim 1, wherein the transfer user determining unit acquires the character information output from the voice recognition unit as the transmission information.
(8) Claims 1 to 17, further comprising switching means for switching a timing at which the transmission information is transmitted between when the transmission user transmits and when the transfer user is determined. The server according to any one of 20 to 26.

  1 Information processing system, 3 LAN, 5 Internet, 10 complex device, 13 gateway device, 100 MFP, 111 CPU, 112 communication unit, 113 ROM, 114 RAM, 115 facsimile unit, 116 HDD, 120 automatic document feeder, 130 document Reading unit, 140 Image forming unit, 150 Paper feeding unit, 160 Operation panel, 161 Display unit, 163 Operation unit, 200 Server, 201 CPU, 202 ROM, 203 RAM, 204 External communication unit, 205 Internal communication unit, 206 HDD, 207 External storage device, 209 CD-ROM, 221 bus, 51 outgoing call information acquisition unit, 53 incoming / outgoing possibility determination unit, 55 group history acquisition unit, 57 group determination unit, 59 user history acquisition unit, 61 transfer user determination unit, 63 change Part, 65 1st notification part, 67 2nd notification part, 69 Copy transmission part, 71 Originator notification part, 73 Unsent notification part, 75 Absence notification part, 79 Reference change part.

Claims (19)

An incoming / outgoing determination unit for determining whether or not the destination user can receive a call when any of the plurality of registered users makes a call to any of the plurality of registered users;
User history acquisition means for acquiring user history information generated based on user communication information transmitted and received in the past by the registered user for each of the plurality of registered users;
When it is determined that the destination user is unable to receive a call, based on the transmission information scheduled to be transmitted by the calling user and the user history information for each of the plurality of registered users, the plurality of registered users A transfer user determining means for determining a transfer user to be a destination by a calling user. A group history acquisition unit configured to acquire group history information generated based on intra-group communication information transmitted and received in the past in the group for each of a plurality of groups to which two or more of the plurality of registered users belong; ,
Group determining means for determining a target group from among the plurality of groups based on the transmission information and the group history information;
The server according to claim 1, wherein the transfer user determination unit determines the transfer user from among two or more registered users belonging to the target group. The group history information is information obtained by tabulating group feature words included in the intra-group communication information for each of the plurality of groups.
The server according to claim 2, wherein the group determination unit determines the target group based on the transmission information and the group history information for each of the plurality of groups.   The said group determination means determines the said group containing the said group characteristic word in which the said corresponding group history information is the same as or similar to the said transmission information among the said several groups to the said object group. server.   The group determination means determines the target group according to a group priority assigned to the plurality of candidate groups when determining a plurality of candidate groups as candidates for the target group from among the plurality of groups. Item 5. The server according to item 3 or 4.   The server according to claim 5, wherein the group determination unit determines the group priority based on a frequency of the group feature words that are the same as or similar to the transmission information.   The server according to any one of claims 2 to 6, further comprising a transmission source notification means for notifying the transmission user when the transfer user is not determined.   The unsent notification means for notifying a plurality of registered users belonging to each of the one or more groups to which the destination user belongs when the transfer user is not determined, further comprising: A server listed in any one.   The server according to any one of claims 2 to 8, further comprising an absence notification means for notifying the destination user of information indicating that the transfer user has been transferred when the transfer user is determined. The user history information is information obtained by tabulating user characteristic words included in the user communication information for each of the plurality of registered users.
The server according to claim 1, wherein the transfer user determination unit determines the transfer user based on the transmission information and the user history information of each of the plurality of registered users.   11. The transfer user determining unit determines the registered user including the user characteristic word whose corresponding user history information is the same as or similar to the transmission information among the plurality of registered users as the transfer user. The server described in.   The server according to claim 11, wherein the transfer user determination unit determines the transfer user according to a user priority assigned to the plurality of candidate users when determining a plurality of candidate users as the transfer user candidates. .   The said transfer user determination means determines the said user priority based on the frequency of the said user characteristic word which is the same as or similar to the said transmission information in the said user historical information of each of the said some registered users. Server.   The copy transmission unit according to claim 11, further comprising: a copy transmission unit configured to transmit the transmission information transmitted to the transfer user to the plurality of candidate users when a plurality of candidate users are determined as the transfer user candidates. server.   The server according to any one of claims 1 to 14, wherein the incoming / outgoing availability determination unit changes a criterion for determining that the destination user cannot receive an incoming call based on the transmission information.   The server according to any one of claims 1 to 15, further comprising changing means for changing a destination by the calling user to the determined transfer user.   The server according to any one of claims 1 to 16, wherein the transfer user determining unit determines the registered user that can receive a call from the plurality of registered users as the transfer user. An incoming / outgoing determination step for determining whether or not the destination user can receive a call when one of the plurality of registered users makes a call to any one of the plurality of registered users; and
For each of the plurality of registered users, a user history acquisition step of acquiring user history information generated based on user communication information transmitted / received in the past by the registered user;
When it is determined that the destination user is unable to receive a call, based on the transmission information scheduled to be transmitted by the calling user and the user history information for each of the plurality of registered users, the plurality of registered users A transfer method for causing a server to execute a transfer user determination step for determining a transfer user to be a destination by a calling user. An incoming / outgoing determination step for determining whether or not the destination user can receive a call when one of the plurality of registered users makes a call to any one of the plurality of registered users; and
For each of the plurality of registered users, a user history acquisition step of acquiring user history information generated based on user communication information transmitted / received in the past by the registered user;
When it is determined that the destination user is unable to receive a call, based on the transmission information scheduled to be transmitted by the calling user and the user history information for each of the plurality of registered users, the plurality of registered users A transfer program for causing a computer to execute a transfer user determination step for determining a transfer user to be a destination by a calling user.

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