JP2021158459A - Telephone control device - Google Patents

Abstract

To easily intermediate (succeed) a telephone call by effectively utilizing a park hold function even between telephone terminals of which the allocations of park hold keys are different.SOLUTION: Terminal information in which a user identification name is made correspondent to information indicating a park hold key is stored and held in a terminal information DB 104. In the case where a telephone controlled under management connects a speech line, a voice recognition processing section 111 performs voice recognition of a speech voice and recognizes a user identification name which is an intermediation destination of a telephone call. Upon receiving a predetermined holding operation, an intermediation destination candidate extraction section 112 extracts terminal information of an intermediation destination telephone terminal by referring to the terminal information in the terminal information DB 104 on the basis of the voice recognized user identification name. Hold processing execution means brings the speech line into a hold state corresponding to the park hold key allocated to the intermediation destination telephone terminal on the basis of the extracted terminal information.SELECTED DRAWING: Figure 2

Description

The present invention relates to, for example, a telephone control device which is applied to a business phone system constructed in a company or the like and enables a so-called park hold function to function more effectively.

There are a hold function and a park hold function that are often used as functions of telephone terminals. The hold function can be used as follows. For example, the telephone terminal A of the business phone system installed in an office answers an incoming outside line telephone, but the user of the telephone terminal A cannot answer the requirements, and the user of the telephone terminal B takes over the telephone. I want to (turn). In this case, the user of the telephone terminal A operates the "hold key" of the telephone terminal A that he / she uses to put the external line call line connected to the other party who made the call on hold. After that, the extension number of the telephone terminal B is dialed, and the extension telephone is made to the telephone terminal B.

In response to this, if the user of the telephone terminal B answers the call by operating the telephone terminal B off-hook, an extension telephone line is connected between the telephone terminal A and the telephone terminal B. In this case, the user of the telephone terminal A tells the user of the telephone terminal B that he / she wants to answer the outside line telephone by pressing the "outside line key 1". If the user of the telephone terminal B approves, the user of the telephone terminal A turns on the telephone terminal A and disconnects the extension telephone line with the telephone terminal B. By pressing the "outside line key 1", the user of the telephone terminal B connects the call line of the outside line that was in the hold state to the telephone terminal B and makes a call to the other party of the outside line. A call is made to the destination. In this way, by using the hold function, in the case of this example, an operation such as pressing the "outside line key 1" to take over the telephone is added to the telephone terminal B, but the purpose is the outside line call line. It becomes possible to take over to the other party.

As described above, the normal hold function puts the connected telephone line in the hold state in the case of an outside line telephone, and clearly indicates the hold state with the corresponding outside line key. Therefore, when taking over the held call line, it is performed by pressing the outside line key corresponding to the call line in the hold state. In other words, since the call line is put on hold in association with the outside line key, it is possible to take over the call line by operating the outside line key. On the other hand, in the case of the park hold function, the connected call line is associated with the "park hold key" prepared (set) in the telephone terminal in advance to put it in the hold state, and the "park hold key" is set. By pressing the button, the reserved call line can be taken over.

As described above, the hold function and the park hold function have different "operation keys" for associating the call lines in the hold state. In the case of the park hold function, there is an advantage that a telephone terminal equipped with a "park hold key" can take over the call line put on the park hold. Depending on how the telephone system is configured, for example, the sales department or the manufacturing department may not answer an incoming call to the representative telephone number. In this case, the outside line key corresponding to the representative telephone number is not provided in the telephone terminal of the sales department or the manufacturing department. Therefore, the call to the representative telephone number cannot be handed over to the telephone terminal of the sales department or the manufacturing department by the hold function, but it can be handed over by using the park hold function.

Since the park hold function is an easy-to-use function that can be used only by setting a "park hold key" on each telephone terminal, various inventions related to the park hold function have also been made. For example, Patent Document 1, which will be described later, discloses an invention relating to a telephone system or the like that identifies and displays a park hold that is an agency target on a telephone terminal of an agency. Further, Patent Document 2 described later discloses an invention relating to a telephone control device and the like that enable the park hold function to be used even in a large-scale button telephone system constructed by connecting branches, for example. ..

In the above description, the "outside line key", "park hold key", and "operation key" mean the pressing operation receiving means for receiving the pressing operation from the user provided in the telephone terminal. These are sometimes called "outside line buttons", "park hold buttons", and "operation buttons". In this specification, the pressing operation receiving means for receiving the pressing operation from the user is described as "○○ key".

JP-A-2019-96980 Japanese Unexamined Patent Publication No. 2016-82494

As described above, when a common "park hold key" is assigned to each telephone terminal, the park hold is put on hold in association with the "park hold key" regardless of which telephone terminal is used. You can take over the existing telephone line. However, conversely, if a common "park hold key" is not assigned to the telephone terminal, the park hold function cannot be used. For example, in the case of a business phone system constructed in an office such as a company, the assignment of the "park hold key" set in the telephone terminal of each department may be changed in consideration of the usability of the telephone terminal in each department. In this case, the park hold function cannot be used between departments for which a common park hold key is not set.

For example, it is assumed that the telephone terminal installed in the technical department can answer an incoming call to the outside line 1 (telephone number for the technical department) prepared for the technical department, and the park hold key 1 is set. .. Further, it is assumed that the telephone terminal installed in the sales department can answer an incoming call to the outside line 2 (telephone number for the sales department) prepared for the sales department and the park hold key 2 is set. .. In this case, the technical department's telephone number (outside line 1) was answered using the technical department's telephone terminal to respond to technical inquiries about the product, but the sales of the product had to be inquired. Suppose you didn't understand.

In this example, since the responsive outside line is different between the engineering department and the sales department, there is no common "outside line button", and the normal hold function cannot be used. In addition, the engineering department and the sales department do not have a common "park hold key", and the park hold function cannot be used. In such a case, depending on the function of the built telephone system, use the transfer function, or in the worst case, ask the inquirer to call the sales department again, or sell. It becomes necessary to ask the department to call the inquirer again.

In view of the above, it is an object of the present invention to make it possible to easily transfer (take over) a telephone call by utilizing the park hold function even between telephone terminals to which the assignment of the park hold button is different.

In order to solve the above problems, the telephone control device of the invention according to claim 1 is
A terminal information storage means for storing terminal information in which a user identification name and information indicating a park hold key set as a predetermined operation key are associated with each of a plurality of telephone terminals housed in the own machine.
When a call line is connected between the other party's telephone terminal and the telephone terminal accommodated in the own unit and which is the telephone terminal of the telephone, the voice recognition of the call voice transmitted and received through the telephone line is performed. A voice recognition processing means that recognizes the user identification name that is the agent
Based on the user identification name recognized by the voice recognition processing means, the terminal information of the terminal information storage means is referred to, and the telephone terminal of the telephone terminal housed in the own machine and the agent is the destination telephone terminal. Extraction means to extract terminal information and
When a predetermined hold operation is received through the inter-dimensional telephone terminal, the park hold key assigned to the intermediary telephone terminal is associated with the park hold key based on the terminal information extracted by the extraction means. It is characterized by providing a hold processing execution means for putting a call line in a hold state.

According to the telephone control device of the invention according to claim 1, the user identification name and the park hold key set as a predetermined operation key are set in the terminal information storage means for each of a plurality of telephone terminals accommodated in the own device. The terminal information associated with the information indicating the above is stored. When a call line is connected between the other party's telephone terminal and the telephone terminal housed in the own unit, which is the telephone terminal of the telephone, the telephone is transmitted and received through the telephone line by the voice recognition processing means. The voice recognition of the call voice is performed, and the user identification name that is the agent of the call is recognized.

Based on the user identification name recognized by the voice recognition processing means by the extraction means, the terminal information of the terminal information storage means is referred to, and the agent telephone which is the telephone terminal accommodated in the own machine and is the agent. The terminal information of the terminal is extracted. When a predetermined hold operation is received through the handset telephone terminal, the hold processing execution means associates the park hold key assigned to the destination telephone terminal with the terminal information extracted by the extraction means and makes a call. The line is put on hold.

According to the present invention, the call voice can be voice-recognized, the agency can be specified, and the call line can be put on hold in association with the park hold key set in the telephone terminal of the agency. Therefore, even if the park hold key set between the intermediary telephone terminal and the intermediary telephone terminal is different, it is possible to transfer the telephone using the park hold function.

It is a figure for demonstrating the configuration example of the business phone system which was configured by using one Embodiment of the telephone control device of this invention. It is a block diagram for demonstrating the configuration example of the telephone control device of embodiment. It is a diagram for explaining an example of the stored data of the terminal information DB (Data Base) of the telephone control device of the embodiment. It is a block diagram for demonstrating the configuration example of the telephone terminal of embodiment. It is a figure for demonstrating the appearance of the telephone terminal of embodiment. It is a sequence diagram for demonstrating the process performed in the telephone system of embodiment. It is a sequence diagram following FIG. It is a flowchart for demonstrating the process at the time of execution of the extended park hold function executed by the telephone control apparatus of embodiment.

Hereinafter, an embodiment of the telephone control device of the present invention will be described with reference to the drawings. In the embodiment described below, a case where a so-called business phone system (button telephone system) is constructed in, for example, a company office by using the telephone control device according to the present invention will be described as an example. That is, in the embodiment described below, the telephone control device is called a main device, a SIP (Session Initiation Protocol) server, or the like.

The main unit means a small exchange that realizes a function of connecting an extension and an outside line or an extension line. Further, the SIP server means a device that creates, changes, and disconnects a session (communication path) necessary for exchanging voice, video, text message, etc. with two or more other parties according to SIP. .. That is, in this embodiment, the telephone control device accommodates a plurality of telephone terminals and controls connection, change, and disconnection of communication between an extension and an outside line and between an extension and an extension, and is an extension in a telephone system. Corresponds to a higher-level device of a telephone terminal.

[Telephone system configuration example]
FIG. 1 is a diagram for explaining a configuration example of a business phone system configured by using one embodiment of the telephone control device of the present invention. As shown in FIG. 1, the telephone control device 1 accommodates (connects) six telephone terminals 2 (1) to 2 (6) that function as extension telephone terminals. Two telephone terminals 2 (1) to 2 (6) belong to different groups. That is, the telephone terminals 2 (1) and 2 (2) are in group A, the telephone terminals 2 (3) and 2 (4) are in group B, and the telephone terminals 2 (5) and 2 (6) are in group C. It is assumed that it is located in.

In this embodiment, it is assumed that groups A, B, and C correspond to departments (sections) of the company, group A is the engineering department, group B is the general affairs department, and group C is the sales department. In the business phone system, as will be described in detail later, outside lines 1 and 2 are prepared for the engineering department, and the outside lines 1 and 2 are made available through the telephone terminals 2 (1) and 2 (2). Therefore, the telephone terminals 2 (1) and 2 (2) are provided with an outside line key 1 corresponding to the outside line 1 and an outside line key 2 corresponding to the outside line 2.

Similarly, outside lines 3 and 4 are prepared for the general affairs department, and the outside lines 3 and 4 are made available through the telephone terminals 2 (1) and 2 (2). Therefore, the telephone terminals 2 (3) and 2 (4) are provided with an outside line key 3 corresponding to the outside line 3 and an outside line key 4 corresponding to the outside line 4. In addition, outside lines 5 and 6 are prepared for the sales department, and the outside lines 5 and 6 are made available through the telephone terminals 2 (5) and 2 (6). Therefore, the telephone terminals 2 (5) and 2 (6) are provided with an outside line key 5 corresponding to the outside line 5 and an outside line key 6 corresponding to the outside line 6.

Each of the telephone terminals 2 (1) to 2 (6) housed in the telephone control device 1 is connected to the external telephone terminal 4 or the like connected to the telephone network 3 through the telephone control device 1 and the telephone network 3. , You can receive outside line calls and make outside line calls. In addition, an extension telephone can be received or an extension telephone can be made between the telephone terminals 2 (1) and 2 (6) via the telephone control device 1. Although only the outside line telephone terminal 4 is shown in FIG. 1 for the sake of simplicity, the telephone network 3 includes business phone systems formed by various companies and telephone terminals installed in each home. It is connected. Of course, it is also possible to connect more extension telephone terminals to the telephone control device 1.

Further, in the business phone system shown in FIG. 1, a park hold key 1 is set on the telephone terminals 2 (1) and 2 (2) of the group A. Further, the park hold key 1 and the park hold key 2 are set in the telephone terminals 2 (3) and 2 (4) of the group B. Further, the park hold key 2 is set in the telephone terminals 2 (5) and 2 (6) of the group C. Therefore, in the group A, the park hold function can be used by using the park hold key 1. In group B, the park hold function can be used by using the park hold key 1 and the park hold key 2. In group C, the park hold function can be used by using the park hold key 2.

Further, the telephone terminals 2 (1) and 2 (2) of the group A and the telephone terminals 2 (3) and 2 (4) of the group B mutually park using the park hold key 1 set in common. Hold function is available. That is, between the group A and the group B, the telephone line can be put on hold in association with the park hold key 1 to transfer the call. Similarly, the telephone terminals 2 (3) and 2 (4) of group B and the telephone terminals 2 (5) and 2 (6) of group C mutually park using the park hold key 2 set in common. Hold function is available. That is, between the group B and the group C, the telephone line can be put on hold in association with the park hold key 2 to transfer the call.

However, since there is no common park hold key between the telephone terminals 2 (1) and 2 (2) of the group A and the telephone terminals 2 (5) and 2 (6) of the group C, the telephone terminals 2 (1) and 2 (2) of the group A The park hold function cannot be used with Group C. Therefore, the telephone control device 1 of this embodiment is a group A telephone terminal 2 (1), 2 (2) and a group C telephone terminal 2 (5), 2 ( The park hold function can be used with 6). Of course, in this case, no major configuration change is made in each of the group A telephone terminals 2 (1) and 2 (2) and the group C telephone terminals 2 (5) and 2 (6).

Hereinafter, a configuration example of the telephone control device 1 of the business phone system of this embodiment and a configuration example of the telephone terminals 2 (1) to 2 (6) will be described. Since each of the telephone terminals 2 (1) to 2 (6) has the same configuration, the telephone terminals 2 (1) to 2 (6) (1) to 2 (6) (1) to (6) (6) (6) (6) (6) (6) (6) (6) (6) (6) (6) 6) is collectively referred to as a telephone terminal 2.

[Configuration example of telephone control device 1]
FIG. 2 is a block diagram for explaining a configuration example of the telephone control device 1 of the embodiment, and in this embodiment, the SIP server function is provided. The connection end 101T constitutes a connection end to the telephone network 3. The telephone network 3 means a wide area network including a public switched telephone network, the Internet, a mobile telephone network, and the like. The communication I / F (Interface) 101 is a part that performs communication processing through the telephone network 3. That is, the communication I / F 101 converts the signal addressed to the own unit transmitted via the telephone network 3 into a signal in a format that can be processed by the own unit and captures the signal. Further, the communication I / F 101 converts a signal transmitted from its own unit to a target destination, converts it into a signal in a transmission format, sends it to the telephone network 3, and transmits it to the destination.

Although not shown, the control unit 102 is a microprocessor including a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), a non-volatile memory, and the like, and controls each part of the telephone control device 1. .. In addition, the control unit 102 can also perform decomposition processing / generation processing of various data such as control data and voice data that are transmitted and received in packets. The storage device 103 is a device unit including a recording medium and its driver, such as an HDD (Hard Disk Drive) and an SSD (Solid State Drive), and records, changes, deletes, reads, and the like of various data. .. The storage device 103 is used as a work area for temporarily storing intermediate data generated in various processes, in addition to storing and holding necessary data and programs.

The terminal information DB 104 is created in a recording device unit such as an HDD or SSD, and manages terminal information about the telephone terminal 2 housed in the own machine. FIG. 3 is a diagram for explaining an example of stored data in the terminal information DB 104 of the telephone control device 1. As shown in FIG. 3, the terminal information DB 104 stores a "terminal number", an "extension number", a "user identification name", and a "key assignment" for each telephone terminal 2 accommodated in the telephone control device 1. Be retained.

The "terminal number" is unique identification information assigned to each of the telephone terminals 2, and in this embodiment, as shown in FIG. 1, the numbers in parentheses of the telephone terminals 2 (1) to 2 (6) are used. It corresponds. The "extension number" is a number for an extension telephone assigned to each of all the telephone terminals 2 housed in the telephone control device 1. The "user identification name" is a name for identifying the user who uses each telephone terminal 2, and the name of the user is simply used. If the names have the same surname and the same name, it is not possible to distinguish them. Therefore, it is desirable to use the name in combination with other names such as the department name, group name, and job title. That is, the user identification name may have input fields for each information such as the name of the department to which the user belongs, the name of the group to which the user belongs, the title, and the name. In addition, although the first name (last name and first name) is used here, it is also possible to simply use only the last name.

The "key assignment" is information indicating what kind of function is assigned to the line key (flexible key) included in each telephone terminal 2. That is, the line key means an operation key to which an executable function can be assigned by a setting operation. The telephone terminal 2 of this embodiment includes six line keys, and the key assignment of each terminal information stored in the terminal information DB 104 indicates what kind of function is assigned to each line key. It is possible to grasp by the column. The number of line keys provided in the telephone terminal is not limited to 6, and it is of course possible to provide more line keys in the telephone terminal, for example, 18 line keys are provided. ..

In the example of the stored data of the terminal information DB 104 shown in FIG. 3, the telephone terminal 2 (1) specified by the terminal number "1" has the extension number "10" and the user identification name "aaa". Is registered. Further, the key assignment of the telephone terminal 2 (1) specified by the terminal number "1" is such that the line key 1 (LK1) has an outside line 1 and the line key 2 (LK2) has an outside line 2 (line key). LK5) indicates that the park hold key 1 (park 1) is set.

Similarly, in the telephone terminal 2 (2) specified by the terminal number "2", it is registered that the extension number is "11" and the user identification name is "bbbb". Further, the key assignment of the telephone terminal 2 (3) specified by the terminal number "2" is such that the line key 1 (LK1) has an outside line 1 and the line key 2 (LK2) has an outside line 2 (line key). LK5) indicates that the park hold key 1 (park 1) is set.

Further, in the telephone terminal 2 (3) specified by the terminal number "3", it is registered that the extension number is "20" and the user identification name is "ccc". Further, in the key assignment of the telephone terminal 2 (3) specified by the terminal number "3", an outside line 3 is set for the line key 1 (LK1) and an outside line 4 is set for the line key 2 (LK2). .. Further, the park hold key 1 (park 1) is set as the key assignment line key (LK5) of the telephone terminal 2 (3), and the park hold key 2 (park 2) is set as the line key (LK6). ing.

Similarly, the telephone terminal 2 (4) specified by the terminal number "4" is registered to have an extension number of "21" and a user identification name of "ddd". Further, in the key assignment of the telephone terminal 2 (4) specified by the terminal number "4", an outside line 3 is set for the line key 1 (LK1) and an outside line 4 is set for the line key 2 (LK2). .. Further, the park hold key 1 (park 1) is set as the key assignment line key (LK5) of the telephone terminal 2 (4), and the park hold key 2 (park 2) is set as the line key (LK6). ing.

Further, in the telephone terminal 2 (5) specified by the terminal number "5", it is registered that the extension number is "30" and the user identification name is "eee". Further, in the key assignment of the telephone terminal 2 (5) specified by the terminal number "5", an outside line 5 is set for the line key 1 (LK1) and an outside line 6 is set for the line key 2 (LK2). .. Further, a park hold key 2 (park 2) is set as a line key (LK5) for key assignment of the telephone terminal 2 (5).

Similarly, in the telephone terminal 2 (6) specified by the terminal number "6", it is registered that the extension number is "31" and the user identification name is "fff". Further, in the key assignment of the telephone terminal 2 (6) specified by the terminal number "6", an outside line 5 is set for the line key 1 (LK1) and an outside line 6 is set for the line key 2 (LK2). .. Further, a park hold key 2 (park 2) is set as a line key (LK5) for key assignment of the telephone terminal 2 (4).

In this way, according to the stored data of the terminal information DB 104, for each of the telephone terminals 2 (1) to 2 (6), who is the main user in addition to the terminal number and the extension number, and how is the line key? It is possible to grasp whether various functions are set (whether they are assigned).

In addition to this, in the terminal information DB 104, information such as "IP (Internet Protocol) address" and "port number" is also stored and managed for each telephone terminal 2. That is, the terminal information DB 104 also has a function as an address management information DB. In addition to this, it is also possible to store and manage various necessary information such as a MAC address (Media Access Control address) and a URL (Uniform Resource Locator) in the terminal information DB 104. However, in this embodiment, for the sake of simplicity, the description of this information will be omitted.

The connection end 105T constitutes a connection end to a LAN (Local Area Network) to which the telephone control device 1 is connected. The LANI / F (Interface) 105 enables communication between the telephone control device 1 and each of the telephone terminals 2 housed in the telephone control device 1 through the LAN. Therefore, the signal from the telephone control device 1 to the telephone terminal 2 is converted into a signal in the form for transmission in the LANI / F 105 and transmitted to the telephone terminal 2. Further, the signal from the telephone terminal 2 is converted into a signal in a format that can be processed by the own machine in the LANI / F105 and taken in.

As described above, in this embodiment, the telephone terminal 2 is described as being LAN-connected (so-called IP connection) to the telephone control device 1. However, it is not limited to this. Of course, the telephone control device 1 and the telephone terminal 2 can be connected by various connection methods such as a star connection and a bus connection.

Under the control of the control unit 102, the call control unit 106 uses the management information of the terminal information DB 104 to perform call control such as outgoing call, incoming call, answering, and disconnection of the subordinate telephone terminal 2. As shown in FIG. 2, the call control unit 106 includes a transmission control unit 1061 and an incoming call control unit 1062. When the call control unit 106 receives a call (call request) from the subordinate telephone terminal 2, the call control unit 1061 functions to call the instructed other party, and when the other party answers, the call line is disconnected. Connect and enable calls.

Further, when the call control unit 106 receives an incoming call addressed to its own device (outgoing call notification from the other party), the incoming call control unit 1062 functions to notify the subordinate telephone terminal 2 of the incoming call. As a result, the telephone terminal 2 emits a ringing tone to notify the occurrence of an incoming call. When an operation for answering an incoming call (off-hook operation) is performed on the telephone terminal 2, the incoming call control unit 1062 detects this, answers the incoming call, and makes a call with the subordinate telephone terminal 2 that has been off-hooked. Connect a line to enable a call.

In the telephone control device 1 of this embodiment, the process of suspending, transferring, or releasing the connected telephone line is controlled by the control unit 102 in response to a request from the subordinate telephone terminal 2. Processed under. Further, even when the proxy response function is used after the incoming call notification, it is processed under the control of the control unit 102 in response to the request from the subordinate telephone terminal 2. In addition, the control unit 102 also performs lighting / extinguishing control of the LED (Light Emitting Diode) included in the subordinate telephone terminal 2 and display control on the display. Therefore, the control unit 102 receives the notification from the call control unit 106, and appropriately grasps the connected, held, and released states of the call line.

The voice recognition processing unit 111, the agent candidate extraction unit 112, the agent candidate notification unit 113, the hold processing execution unit 114, and the hold status notification unit 115 are the main ones that realize the extended park hold function in the business phone system of this embodiment. Become a department. The voice recognition processing unit 111, under the control of the control unit 102, is the voice of the call voice transmitted and received through the call line when any of the subordinate telephone terminals 2 is in a state of being able to connect the call line and make a call. Performs recognition and performs processing to recognize the user identification name that is the agency.

Here, the connection of the telephone line is when one of the telephone terminals 2 receives or makes an outside line call to connect the call line, and when one of the telephone terminals 2 receives or makes an extension call to connect the call line. There is. When considering the telephone control device 1 as a reference, when the telephone line is connected through the outside line, the telephone terminal 2 to which the telephone line is connected becomes the dimension of the external telephone, and when the telephone line is connected through the extension, both are used. There is a possibility that the telephone terminal 2 of the above will be the dimension of the extension telephone. In consideration of such a situation, the voice recognition processing unit 111 of this embodiment separately recognizes the received call voice and the transmitted call voice for the telephone terminal 2 to which the call line is connected, and identifies the user. Perform voice recognition of the name.

Specifically, the user identification name is "aaa" in the case of "please ask Mr. aaa of the technical department" included in the call voice from the caller and "sales" included in the call voice from the called party. It corresponds to "fff" in the case of "instead of fff of the part." As described above, in this embodiment, the user identification name is the surname or name of the user who uses the telephone terminals 2 (1) to 2 (6).

In the above example, from the wording "please", it can be determined that "aaa" is the user identification name of the agent candidate when the telephone terminal 2 which is the destination is the destination. Further, in the above example, from the phrase "instead of", "fff" is a candidate agency when the telephone terminal 2 that transmitted the phrase is the intermediary, regardless of the recipient or the sender. It can be identified when it becomes a user identification name.

It is assumed that the hold key is operated on the telephone terminal 2 which is the dimension. In this case, the agency candidate extraction unit 112 refers to the terminal information stored and held in the terminal information DB 104 based on the user identification name voice-recognized by the voice recognition processing unit 111, and the user identification names match. The terminal information to be used is extracted as the terminal information of the agent candidate. When a plurality of terminal information is extracted by the agency candidate extraction unit 112, the agency candidate notification unit 113 assigns, for example, a sequence number for selection to the telephone terminal 2 that becomes the agency dimension. Notify at least the user identification name of the candidate agency and prompt the selection.

That is, when there are a plurality of users with names matching the user identification name voice-recognized by the voice recognition processing unit 111 (when there are users with the same surname and the same name), the agent candidate extraction unit 112 has a plurality of users. Terminal information is extracted. In such a case, the agent candidate notification unit 113 notifies at least the user identification name of each of the extracted plurality of terminal information to the telephone terminal 2 which is the dimension, and selects one of them. Encourage them to do it. It should be noted that at least the user identification name is used, but if information such as the affiliation department name, affiliation group name, and job title is managed separately, this may be notified together.

Further, when the agent candidate extraction unit 112 can extract only one terminal information, the control unit 102 specifies the telephone terminal 2 specified by the terminal information as the agent. In addition, after notifying the telephone terminal 2 of the agency through the agent candidate notification unit 113, the telephone terminal 2 of the agent dimension gives an instruction to select the agent candidate (assigned to the user identification name). Suppose that a sequence number, etc.) is sent. In this case, the control unit 102 specifies the telephone terminal 2 specified by the terminal information having the user identification name specified by the selection instruction as the agent.

As described above, the hold processing execution unit 114 has a common outside line key, extension key, and common park hold key based on the terminal information of the telephone terminal 2 which is the transfer destination specified by the control unit 102. Confirm that it exists. In this case, if the call line is connected through an outside line, there is a common outside line key or a common park hold key, and if the call line is connected through an extension, a common extension key Check if the park hold key exists. If there is an outside line key, extension key, or park hold key that can be used in common, put the call line on hold in association with the operation key, make an extension call to the transfer destination, and transfer the call line. To. In this case, the control unit 102 blinks the LED corresponding to the operation key (line key) associated with the telephone line of the subordinate telephone terminal to notify the user of the telephone terminal 2 that it is in the hold state.

However, it is assumed that there is no external line key, extension key, and park hold key that can be used in common. In this case, the hold processing execution unit 114 is associated with the unused (vacant) park hold key, which is the park hold key set in the telephone terminal 2 as the transfer destination, and is connected to the park hold key. Put the existing call line on hold. In this case, the hold status notification unit 115 performs a process of notifying the telephone terminal 2 of the taking dimension which of the park hold keys to which the call line put in the hold state is associated by the hold processing execution unit 114. As a result, the telephone terminal 2 of the intermediary dimension can make an extension call to the telephone terminal 2 of the intermediary destination, instruct the notified park hold key, connect the telephone line, and request to take over the call.

As described above, the telephone control device 1 of this embodiment makes it possible to use the park hold function even between the subordinate telephone terminals 2 in which the common park hold key is not set. That is, the extended park hold function is realized.

[Configuration example of telephone terminal 2]
FIG. 4 is a block diagram for explaining a configuration example of the telephone terminal 2 housed in the telephone control device 1 of the embodiment. FIG. 5 is a diagram for explaining the appearance of the telephone terminal 2 of the embodiment. Although not shown, the control unit 210 is a microprocessor provided with a CPU, ROM, RAM, non-volatile memory, and the like, and controls each unit of the telephone terminal 2. The control unit 210 also performs decomposition processing / generation processing of various data such as control data and voice data that are transmitted and received in packets.

The connection end 201T constitutes a connection end to the premises network. The LANI / F201 realizes the connection with the telephone control device 1 through the premises network. That is, the LANI / F201 converts the signal transmitted to the own machine into a signal in a format that can be processed by the own machine and takes the signal into the own machine. Further, the LANI / F201 converts a signal transmitted from its own device into a signal for transmission, and performs a process of transmitting the signal. The telephone terminal 2 of this embodiment is wiredly connected to the telephone control device 1 through the connection terminal 201T and the LANI / F201.

The handset 202 includes a speaker (receiver) and a microphone (transmitter). Further, as shown in FIG. 5, the telephone terminal 2 is in the on-hook state when the handset 202 is placed in the fixed position of the housing of the telephone terminal 2, and is in the off-hook state when picked up from the fixed position of the housing of the telephone terminal 2. It is supposed to be. Therefore, the telephone terminal 2 is provided with a configuration in which the control unit 210 can grasp these hook states.

The codec 203 receives the packet-decomposed audio data supplied by the control unit 210, compresses and decompresses it, converts it into an analog audio signal, and supplies it to the speaker of the handset 202 in the off-hook state. As a result, the sound from the other party is emitted from the speaker of the handset 202. Further, the codec 203 converts the analog audio signal picked up by the microphone of the handset 202 in the off-hook state into a digital signal, compresses the data, and supplies the analog audio signal to the control unit 210. The control unit 210 packetizes the voice data from the codec 203 and transmits this to the other party through the LANI / F201 and the connection end 201T.

The operation input unit 204 receives the operation input from the user and provides the received information to the control unit 210. As shown in FIG. 5, the operation input unit 204 is provided with a numeric keypad and a plurality of function keys, as well as so-called line keys that can be set such as an outside line key, an extension key, and a park hold key. There is. In the telephone terminal 2 of this embodiment, four function keys are provided on the right side of the numeric keypad shown as a round key, and one of them is a hold key HK as shown in FIG. .. Further, in the telephone terminal 2 of this embodiment, as shown in FIG. 5, six line keys LK1 to LK6 are provided.

As described with reference to FIG. 3, in this embodiment, outside lines 1 and 2 are assigned to the line keys LK1 and LK2 of the telephone terminals 2 (1) and 2 (2), and the line keys are assigned. A park hold key 1 is assigned to the LK5. In addition, telephone terminals 2 (3) and 2 (
), The outside line 3 and the outside line 4 are assigned to the line keys LK1 and LK2, and the park hold key 1 and the park hold key 2 are assigned to the line keys LK5 and LK6. Further, an outside line 5 and an outside line 6 are assigned to the line keys LK1 and LK2 of the telephone terminals 2 (5) and 2 (6), and a park hold key 2 is assigned to the line key LK5.

As shown in FIG. 5, the LED unit 205 is provided with LEDs 51 to 56 corresponding to the line keys LK1 to LK6 in the telephone terminal 2 of this embodiment, and is lit and blinks under the control of the control unit 102. , The extinguishing is controlled. For example, the LED corresponding to the line key on which the outside line key or the extension key is set is controlled to blink when the telephone line is put on hold in association with the line key. Further, the LED corresponding to the line key in which the park hold key is set is controlled so as to be lit in association with the line key when the call line is put on hold. The content of the control described here is an example, and the control of lighting, blinking, and extinguishing can be performed in various modes.

The sound emitting unit (ringer) 206 emits a ring tone when receiving an incoming call under the control of the control unit 210. In addition, the sound emitting unit 206 can also emit a warning sound in the case of an erroneous operation, a voice message, or the like under the control of the control unit 210. The display 207 includes a display controller, and under the control of the control unit 210, as shown in FIG. 5, a process of displaying various information on the display screen of the display 207 provided on the upper right end side of the front surface of the telephone terminal 2. I do. The displayed information includes various information such as the telephone number of the other party entered, the telephone number of the caller, the guidance message, the warning message, and the above-mentioned list of user identification names of the candidate agents.

The telephone terminal 2 having such a configuration is housed in the telephone control device 1, and receives an outside line telephone, makes an outside line telephone, receives an extension telephone, or makes an extension telephone via the telephone control device 1. You can do it.

[Operation of business phone system]
In the business phone system of this embodiment, in which the telephone control device 1 accommodates the telephone terminals 2 (1) to 2 (6) and is configured as shown in FIG. 1, the extended park hold function is used. The process for making a telephone call will be described. Here, an example will be described in which the telephone terminal 2 (1) receives an outside line call received from the outside line telephone terminal 4 to the engineering department through the outside line 1 and relays the call to Mr. fff of the sales department.

6 and 7 are sequence diagrams for explaining the process when the extended park hold function performed in the business phone system of this embodiment is used. It is assumed that the user of the external line telephone terminal 4 connected to the telephone network 3 makes a call to the technical department through the external line 1 by using the telephone number assigned to the technical department of the company in this embodiment. (Step S1). The outgoing call is received by the telephone control device 1 of the business phone system, and the telephone control device 1 issues a ringing instruction to notify the incoming call to the subordinate telephone terminals 2 (1) and 2 (2) (step S2). .. In response to this, the telephone terminals 2 (1) and 2 (2) perform ringing processing, emit a ringtone, and notify the user that there is an incoming call (step S3). Note that, in FIGS. 6 and 7, the description of the telephone terminal 2 (2) is omitted for the sake of simplicity.

In response to this, when the telephone terminal 2 (1) receives the response operation from the user (step S4), the response notification is transmitted to the telephone control device 1 (step S5), and the telephone control device 1 responds accordingly. Sends a response notification to the outside line telephone terminal 4 of the caller (step S6). As a result, a telephone line is connected between the outside line telephone terminal 4 of the source and the telephone terminal 2 (1) of the business phone system of the destination, and a call is made possible (step S7).

In this case, the control unit 102 controls the voice recognition processing unit 111 with the connection of the call line as an opportunity to perform voice recognition of the call voice transmitted and received through the connected call line, and the user identification name of the agent. Is recognized and notified to the control unit 102 (step S8). In this example, it is assumed that as a result of voice recognition, the call voice "Mr. fff, are you here?" Can be recognized, and the word "fff" can be recognized as the user identification name of the transfer destination.

After that, when the hold key HK is pressed on the telephone terminal 2 (1) which is the dimension (step S9), the telephone terminal 2 (1) transmits a hold request to the telephone control device 1 (step). S10). In the telephone control device 1 that has received the hold request, the control unit 102 controls the agent candidate extraction unit 112, and based on the user identification name "fff" recognized in step S8, the stored data of the terminal information DB 104 is stored. Refer to it and extract the terminal information of the agency (step S11). Here, it is assumed that only one terminal information of the telephone terminal 2 (6) having "fff" as a user identification name can be extracted as the terminal information of the agency.

Next, proceeding to the process of FIG. 7, the control unit 102 of the telephone control device 1 connects based on the terminal information of the telephone terminal 2 (1) of the taking dimension that has transmitted the hold request and the extracted terminal information. Identify the operation key that associates the call line you are using. That is, in the case of this example, if the outside line 1 to which the call line is connected is also available in the telephone terminal 2 (6), the call line can be transferred by the outside line key, so that the call line is put on hold. Just do it. However, in the telephone terminal 2 (6), as described above, the available outside line keys are the outside line 5 and the outside line 6, and since there is no matching outside line key or park hold key, the hold cannot be released at the transfer destination. .. That is, the call line in the hold state cannot be taken over.

Therefore, the control unit 102 controls the hold processing execution unit 114 to associate the call line connected with the park hold key 2 that can be used by the telephone terminal 2 (6) of the extension 31 that is the agency. Put it in the hold state (step S12). In this case, under the control of the control unit 102, the LED 56 of the line key LK6 to which the park hold key 2 of the telephone terminals 2 (3) and 2 (4) that can use the park hold key 2 is assigned is turned on. Further, under the control of the control unit 102, the LED 55 of the line key LK5 to which the park hold key 2 of the telephone terminals 2 (5) and 2 (6) is assigned is turned on. Further, the control unit 102 transmits the hold tone to the outside line telephone terminal 4 of the call source through the call line held in the hold state (step S13).

On the other hand, the user of the telephone terminal 2 (1) of the intermediary dimension receives the question "Mr. fff, are you here?", Which is the voice transmitted through the telephone line connected in step S7, and the agent is "fff". Recognize that you are. Therefore, the extension number "31" assigned to the telephone terminal 2 (6) used by Mr. "fff" is dialed through the telephone terminal 2 (1) to make an extension (step S14).

In response to this, the telephone control device 1 transmits a ringing instruction to the telephone terminal 2 (6) (step S15) to notify the incoming call. The telephone terminal 2 (6) that has received the ringing instruction performs ringing processing, emits a ringtone, and notifies the user that there is an incoming call (step S16). In response to this, when the telephone terminal 2 (6) receives the response operation from the user (step S17), the telephone terminal 2 (6) transmits the response notification to the telephone control device 1 (step S18).

The telephone control device 1 also transmits a response notification to the telephone terminal 2 (1), which is the originator of the extension (step S19), and makes an extension call between the telephone terminal 2 (1) and the telephone terminal 2 (6). Connect the line (step S20) and enable the call. Here, the user of the telephone terminal 2 (1) informs the user of the telephone terminal 2 (6) that he / she wants the user of the telephone terminal 2 (6) to take over the call from the outside line telephone terminal 4 by pressing the park hold key. , The on-hook operation is performed to disconnect the telephone line connected in step S20 (step S21). Although the description is omitted in step S21, a telephone line disconnection request is transmitted from the telephone terminal 2 (1) to the telephone control device 1, and a disconnection notification is transmitted from the telephone control device 1 to the telephone terminal 2 (6). Then, the telephone line connected in step S20 is disconnected.

After that, when the transfer destination telephone terminal 2 (6) receives the operation input of the park hold key 2 (line key LK5) from the user (step S22), it indicates that the park hold key 2 has been pressed. The notification is transmitted to the telephone control device 1 (step S23). In response to this, the telephone control device 1 connects the telephone line connected to the outside line telephone terminal 4 which is in the hold state in association with the park hold key 2 to the telephone terminal 2 (6). (Step S24), it is possible to make a call between the outside line telephone terminal 4 and the telephone terminal 2 (6). After that, when the call is completed, if the outside line telephone terminal 4 or the telephone terminal 2 (6) performs an on-hook operation, the communication line connected between the outside line telephone terminal 4 and the telephone terminal 2 (6) is released. become.

As described above, in the business phone system of this embodiment, the call line can be put on hold in association with the park hold key 2 which cannot be used because it is not set in the telephone terminal 2 (1). As a result, the telephone line 2 (6) capable of using the park hold key 2 can be transferred to the call line in the hold state.

In this embodiment, since only the park hold key 2 can be used in the telephone terminal 2 (6), which park hold key is supported by the telephone control device 1 with respect to the telephone terminal 2 (1). I didn't tell you if I put the call line on hold. However, there are cases where one telephone terminal is set so that a plurality of park hold keys can be used. Therefore, the telephone control device 1 notifies the telephone terminal of the intermediary dimension which park hold key is associated with the call line in the hold state, and the intermediary dimension informs the agency of the park hold to be used. You can also ask for a key.

In addition, when a plurality of agency candidates can be extracted, the list of agency candidates is notified to the telephone terminal 2 of the dimension, the selection input of the target agency candidate is accepted, and the selected agency candidate is selected. It can also be specified as an agent.

[Summary of processing at the time of telephone transfer performed by telephone control device 1]
FIG. 8 is a flowchart for explaining a process at the time of execution of the extended park hold function executed by the telephone control device 1. In the process shown in FIG. 8, an incoming call or an outgoing call occurs, and any of the telephone terminals 2 (1) to 2 (6) under the telephone control device 1 connects the telephone line and can actually make a call. This is a process executed by the control unit 102 when becomes.

When the process shown in FIG. 8 is executed, the control unit 102 first controls the voice recognition processing unit 111 to start voice recognition of the call voice transmitted and received through the connected call line (step S101), and the transfer destination A process for specifying the user identification name is performed (step S102). The control unit 102 determines whether or not the hold key has been operated in the telephone terminal 2 to which the telephone line is connected (step S103), and when it determines that the hold key has not been operated, determines whether or not the on-hook key has been operated. (Step S109).

When it is determined that the off-hook key has not been operated in the determination process in step S109, the process from step S102 is repeated. When it is determined that the on-hook key has been operated in the determination process of step S109, a predetermined termination process such as releasing the connected telephone line is performed (step S110), and the process shown in FIG. 8 is terminated.

It is assumed that it is determined that the hold key has been operated in the determination process in step S103. In this case, the control unit 102 controls the agency candidate extraction unit 112, refers to the stored data of the terminal information DB 104, and transfers the data based on the user identification name of the agency candidate identified by voice recognition in step S102. The terminal information of the previous candidate is extracted (step S104). Next, the control unit 102 determines in step S104 whether or not a plurality of terminal information to be the agent has been extracted (step S105).

It is assumed that it is determined that a plurality of terminal information has been extracted in the determination process of step S105. In this case, the control unit 102 controls the agency candidate notification unit 113, provides the telephone terminal 2 as the agency with a list of at least user identification names of the terminal information, and inputs the selection of the agency. The terminal information of the agency is specified so as to be accepted (step S106). Further, in the determination process of step S105, when it is determined that a plurality of terminal information is not extracted, that is, the extracted terminal information is one, the one terminal information is specified as the destination terminal information. do.

Next, the control unit 102 controls the hold processing execution unit 114, and based on the terminal information of the telephone terminal 2 of the intermediary dimension and the terminal information of the intermediary destination, associates with which operation key to connect the connected call line. It is determined whether to put it in the hold state (holding mode), and the state transitions to the holding state (step S107). That is, in step S107, if there is an outside line key, an extension key, and a park hold key that can be commonly used, the telephone line is put on hold in association with the outside line key, the extension key, and the park hold key. However, if there is no external line key, extension key, or park hold key that can be used in common, the connected telephone line is put on hold in association with the park hold key that can be used on the destination telephone terminal 2. do.

After that, the hold tone is transmitted to the other party of the call through the call line in the hold state (step S108), and the process shown in FIG. 8 is terminated. In some cases, a plurality of park hold keys are set on the telephone terminal of the agency. In such a case, the control unit 102 of the telephone control device 1 controls the hold status notification unit 115, and at least associates with which park hold key to put the connected telephone line in the hold state. You can also notify the original phone terminal.

After the process shown in FIG. 8, as described with reference to FIG. 7, the user of the telephone terminal of the intermediary and the user of the telephone terminal of the intermediary make a call and request to take over the telephone. Try to do it. In response to this, the user of the telephone terminal of the transfer destination approves the takeover of the telephone, and by operating the operation key associated with the call line, the call line put on hold is transferred to the transfer destination. It will be taken over by the telephone terminal of, and the call will be possible.

[Effect of Embodiment]
In the business phone system of the above-described embodiment, even if a commonly available park hold key is not set, it is associated with the park hold key set in the destination telephone terminal and is connected. You can put the call line on hold. As a result, the telephone terminal of the transfer destination can take over the connected telephone line and make a call by using the park hold key set in the own unit. That is, the park hold function can be used even if there is no commonly available park hold key. That is, the extended park hold function can be realized.

[Modification example]
In the above-described embodiment, when the call line is put on hold through the hold processing execution unit 114, the hold state notification unit 115 provides information indicating the park hold key associated with the call line to the telephone. Changed to notify the terminal. However, it is not limited to this. Based on the terminal information of the agency, the hold status notification unit 115, for example, provides the user identification name of the agency and the information indicating the park hold key associated with the telephone line to the telephone terminal of the transfer destination. You can also notify.

Further, the hold status notification unit 115 notifies the telephone terminal of the transfer destination of the extension number of the agency and the information indicating the park hold key associated with the telephone line based on the terminal information of the agency. You can also do it. In this case, the user of the telephone terminal 2 of the intermediary dimension does not need to check the extension number of the telephone terminal of the intermediary destination. Of course, the hold status notification unit 115 provides the user identification name, the extension number, and the information indicating the park hold key associated with the telephone line, based on the information of the terminal of the agency, to the telephone terminal of the dimension. Can also be notified to.

Further, in the above-described embodiment, the telephone control device 1 is provided with the voice recognition processing unit 111, but the present invention is not limited to this. The voice recognition processing unit is provided in each of the telephone terminals 2 (1) to 2 (6), and notifies the telephone control device 1 of the user identification name of the agent extracted by voice recognition, and is a candidate for the agent. It can also be configured to extract. In this case, it is suitable for the case where the voice data is packetized and transmitted / received, and the case where the voice data is packetized and the packet decomposition is performed at the telephone terminals 2 (1) to 2 (6). It becomes a composition.

Further, regarding the voice recognition of the call voice transmitted and received through the call line, the call voice is transmitted to a predetermined server device connected to the wide area network so that the server device performs the voice recognition, and the telephone control device 1 delivers the result. It can also be configured to receive and use. That is, with respect to the processing that can be performed in the so-called cloud system, the processing can be decentralized as in the cloud system.

Further, in the above-described embodiment, the case where the business phone system is constructed by the telephone control device 1 and the telephone terminals 2 (1) to 2 (6) has been described as an example, but the present invention is not limited to this. The present invention can be applied to a larger-scale business phone system, and the present invention can be applied to a smaller-scale business phone system.

Also, for example, in the case of "Please ask Mr. XX or Mr. □□ of the sales department", multiple user identification names may be recognized by voice recognition. In such a case, a list including a plurality of voice-recognized user identification names is provided to the dimensional telephone terminal 2, and the user identification name of the agency is selected and input from the list. You can also make it happen. The voice recognition pattern is not limited to the one described above, and various patterns can be determined so that the user identification name of the agent can be recognized.

Further, in the above-described embodiment, when the "hold key" is operated, the agency is specified by referring to the terminal information DB 104 based on the voice-recognized user identification name. It is not limited to. For example, it is well known that it is not possible to make a call using an outside line key, an extension key, and a park hold key across departments. In this case, if it is necessary to transfer telephone calls across departments, for example, a special operation key such as an "extension key" is provided. When this "extended key" is operated, the terminal information is specified based on the voice-recognized user identification name, the call line associated with the park hold key that cannot be used in the Tori dimension is put on hold, and the call is transferred. You can also do it.

[others]
As can be seen from the description of the above-described embodiment, the function of the terminal information storage means according to the claim is realized by the terminal information DB 104 of the telephone control device 1 of the embodiment. Further, each function of the voice recognition processing means, the extraction means, and the hold processing execution means of the claim is provided by the voice recognition processing unit 111, the agent candidate extraction unit 112, and the hold processing execution unit 114 of the telephone control device 1 of the embodiment. It has been realized. Further, each function of the candidate notification means, the reception means, and the hold state notification means of the claim is the agent candidate notification unit 113, LANI / F 105 and control unit 102, and the hold state notification unit 115 of the telephone control device 1 of the embodiment. Has been realized.

1 ... Telephone control device, 101T ... Connection end, 101 ... Communication I / F, 102 ... Control unit, 103 ... Storage device, 104 ... Terminal information DB, 105 ... LANI / F, 105T ... Connection end, 106 ... Call control unit , 1061 ... Outgoing control unit, 1062 ... Incoming call control unit, 111 ... Voice recognition processing unit, 112 ... Agency candidate extraction unit, 113 ... Agency identification unit, 114 ... Hold processing execution unit, 115 ... Hold status notification unit, 2 2, 2 (1) to 2 (6) ... Telephone terminal, 3 ... Telephone network, 4 ... External telephone terminal

Claims (4)

A terminal information storage means for storing terminal information in which a user identification name and information indicating a park hold key set as a predetermined operation key are associated with each of a plurality of telephone terminals housed in the own machine.
When a call line is connected between the other party's telephone terminal and the telephone terminal accommodated in the own unit and which is the telephone terminal of the telephone, the voice recognition of the call voice transmitted and received through the telephone line is performed. A voice recognition processing means that recognizes the user identification name that is the agent
When a predetermined hold operation is received through the taking-dimensional telephone terminal, the terminal information of the terminal information storage means is referred to based on the user identification name recognized by the voice recognition processing means and stored in the own machine. An extraction means for extracting the terminal information of the agent telephone terminal that is the agent of the telephone terminal and the agent.
Based on the terminal information extracted by the extraction means, it is provided with a hold processing execution means for putting the call line in a hold state in association with a park hold key assigned to the destination telephone terminal. Telephone control device. The telephone control device according to claim 1.
When a plurality of the terminal information is extracted by the extraction means, a candidate notification means for notifying the user identification name of each of the plurality of terminal information to the dimension telephone terminal, and
It is provided with a receiving means for receiving the selection information of the user identification name transmitted from the agency telephone terminal after the notification by the candidate notification means.
The hold processing execution means associates the park hold key assigned to the destination telephone terminal with the park hold key assigned to the destination telephone terminal based on the terminal information having the user identification name corresponding to the selection information received through the reception means. A telephone control device characterized by putting the telephone line in a hold state. The telephone control device according to claim 1 or 2.
When the call line is put on hold through the hold processing execution means, the hold state notification means for notifying the interdimensional telephone terminal of information indicating the park hold key associated with the call line is provided. A telephone control device characterized by. The telephone control device according to claim 1 or 2.
When the telephone line is put on hold through the hold processing execution means, one or both of the user identification name of the terminal information and the extension number included in the terminal information are associated with the telephone line. A telephone control device including a hold state notification means for notifying the take-level telephone terminal of information indicating the park hold key.

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