JP2022116499A - Information processing device, telephone system, extension number identification method, and program - Google Patents

Abstract

To flexibly change a terminal to be ringed according to the state of a caller.SOLUTION: An information processing device includes a receiving unit that receives identification information for identifying a caller from a telephone exchange, an extension number identification unit that identifies an extension number to respond to a call from the caller on the basis of information indicating the state of the caller identified by the identification information, and a transmitting unit that transmits information indicating the identified extension number to the telephone exchange.SELECTED DRAWING: Figure 2

Description

The present invention relates to an information processing device, a telephone system, an extension number identifying method, and a program.

When there is an incoming call to a representative number of a company, a department, etc., one or more terminals of extension numbers associated with this representative number are selectively ringed according to the location of each terminal. A technique is known (for example, Patent Document 1).

JP 2011-114476 A

However, in the conventional technology described above, it was not possible to flexibly change the terminal to be ringed according to the state of the caller. For example, if you receive a call from a customer to a company's main number, if you cannot change the ringing target terminal according to the customer's condition, the There is a risk of ringing an inappropriate terminal, such as ringing the terminal of the person in charge of making a new introduction.

An object of the technology disclosed herein is to flexibly change the terminal to be ringed according to the state of the caller.

The disclosed technique comprises a receiving unit that receives identification information for identifying a caller from a telephone switchboard, and a caller from the caller based on information indicating the state of the caller identified by the identification information. and a transmission unit for transmitting information indicating the specified extension number to the telephone exchange.

The terminal to be ringed can be flexibly changed according to the status of the caller.

It is a figure which shows an example of the whole structure of a telephone system. 1 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to Embodiment 1; FIG. It is a figure which shows an example of extension number information. It is a figure which shows an example of customer information. FIG. 10 is a diagram showing an example of person-in-charge/customer status correspondence information; FIG. 5 is a sequence diagram showing an example of the flow of call connection control processing according to the first embodiment; FIG. 10 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to a second embodiment; It is a figure which shows an example of connection propriety information. FIG. 11 is a sequence diagram showing an example of the flow of call connection control processing according to the second embodiment; FIG. 11 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to a third embodiment; FIG. 12 is a sequence diagram showing an example of the flow of call connection control processing according to the third embodiment;

An embodiment (this embodiment) of the present invention will be described below with reference to the drawings. The embodiments described below are merely examples, and embodiments to which the present invention is applied are not limited to the following embodiments. In the present embodiment, a telephone system will be described in which, when a call is received from a customer to a representative number of a company, the terminal of the person in charge to be ringed is changed according to the customer's condition.

The representative number is one telephone number determined as a representative when there are two or more telephone numbers (outline numbers) for an organization such as a company or a department. A person in charge is a person who is engaged in a task that requires answering a call to a customer in response to an incoming call to a representative number.

(Overall configuration of telephone system)
FIG. 1 is a diagram showing an example of the overall configuration of a telephone system. As shown in FIG. 1, the telephone system 1 according to this embodiment includes a PBX 10, an information processing device 20, a customer terminal 30, and a responsible terminal 40. The PBX 10, the information processing device 20, the customer terminal 30, and the responsible terminal 40 are communicably connected to each other via a communication network 50 including the Internet, a public line network, and the like.

The PBX 10 is, for example, a cloud-type PBX (Private Branch eXchange), and is a telephone exchange that performs various call controls. For example, when an incoming call is received at each representative number, the PBX 10 determines the extension number to ring and transmits a call connection request to the terminal 40 in charge of the determined extension number. As a result, the responsible terminal 40 rings. Here, the PBX 10 requests the information processing device 20 to determine the extension number, and determines the extension number received in response to be ringed. Ringing means notifying the person in charge using the terminal 40 in charge of the incoming call by means of sound, vibration, blinking light, music, display of symbols/character strings, or a combination thereof.

The information processing device 20 is a device that stores information indicating the status of the customer who is the caller. When the information processing apparatus 20 receives a transmission request for the extension number from the PBX 10, the information processing apparatus 20 determines the extension number based on the information indicating the customer's status, and transmits the information indicating the determined extension number to the PBX 10.

The customer terminal 30 is a general term for terminals used by a plurality of customers. Hereinafter, the terminals will be referred to as the first customer terminal 30a, the second customer terminal 30b, etc. when they are distinguished from each other. The customer terminal 30 has a telephone function such as a smart phone.

The terminal in charge 40 is a general term for terminals used by the person in charge of the company. Hereinafter, the terminals will be referred to as the first terminal in charge 40a, the second terminal in charge 40b, and the like when they are distinguished from each other. The terminal 40 in charge has a telephone function such as a smartphone, and is assigned a unique extension number within an organization such as a company or a department, and responds to a call connection request addressed to the assigned extension number. is possible. The terminal 40 in charge is a smartphone used by so-called "smartphone extension service" or the like.

The customer terminal 30 and the responsible terminal 40 are not limited to smartphones, and may be, for example, tablet terminals, wearable devices, PCs (personal computers), etc., which have a telephone function.

Below, Example 1, Example 2, and Example 3 will be described as the present embodiment.

(Example 1)
First, Example 1 will be described. Embodiment 1 shows an example of determining an extension number for an incoming call to a main number according to the status of the customer who called the caller.

(Functional configuration of each device)
FIG. 2 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to the first embodiment; The PBX 10 includes a call connection control section 11 and an extension number acquisition section 12 .

The call connection control unit 11 receives a call connection request (hereinafter also referred to as a first call connection request) in which the representative number is specified as the destination. Further, when the extension number of the terminal in charge 40 to be ringed in response to the first call connection request is acquired by the extension number acquiring section 12, the call connection control section 11 selects the terminal in charge specified by the acquired extension number. 40, a call connection request (hereinafter also referred to as a second call connection request) requesting connection with the customer terminal 30 of the originator. Furthermore, when there is a response to the second call connection request, the call connection control unit 11 establishes a call connection between the responsible terminal 40 that has responded and the customer terminal 30 that is the originator.

The call connection control unit 11 transfers information indicating the notified caller number to the extension number acquisition unit 12 when there is an incoming call with the caller number notification from the caller. The caller number is used as an identifier for identifying the customer (hereinafter also referred to as customer number). The call connection control unit 11 is realized by processing that one or more programs installed in the PBX 10 cause an arithmetic unit such as a processor to execute.

The extension number acquisition unit 12 acquires the extension number for making the second call connection request. Specifically, the extension number acquisition unit 12 transmits a request for specifying an extension number (hereinafter also referred to as an extension number specification request) together with information indicating a caller number to the information processing device 20, and receives the extension number as a response. Get information indicating The extension number acquisition unit 12 is implemented by an arithmetic device such as a processor executing processing specified in one or more programs installed in the PBX 10 to control the communication device.

The information processing device 20 includes a receiver 21 , an extension number identifier 22 , a storage 23 , and a transmitter 24 .

The receiving unit 21 receives an extension number identification request from the PBX 10 . When the receiving unit 21 receives the extension number specifying request, the extension number specifying unit 22 specifies the extension number based on the information indicating the caller number. The extension number specifying unit 22 refers to the extension number information 901, the customer information 902, and the person-in-charge/customer status correspondence information 903 stored in the storage unit 23 to specify the extension number. The extension number specifying unit 22 is implemented by a process that one or more programs installed in the information processing device 20 cause an arithmetic device such as a processor to execute.

The storage unit 23 stores various types of information, specifically, extension number information 901 , customer information 902 , and charge/customer status correspondence information 903 . Specific examples of various information will be described later. The storage unit 23 is implemented by an arithmetic device such as a processor executing processing defined by one or more programs installed in the information processing device 20 to control various storage devices.

The transmission unit 24 transmits information indicating the extension number identified by the extension number identification unit 22 to the PBX 10 .

The receiving unit 21 and the transmitting unit 24 are implemented by an arithmetic device such as a processor executing processing specified in one or more programs installed in the information processing device 20 to control the communication device.

(Specific examples of various information)
Next, various types of information handled in the first embodiment will be described.

FIG. 3 is a diagram showing an example of extension number information. The extension number information 901 is information indicating the extension number of each person in charge, and includes the extension number, the name of the person in charge, the team in charge, and the priority within the team as items.

The value of the item "extension number" is the extension number of the responsible terminal 40 used by each responsible person.

The value of the item "name of person in charge" is the name of each person in charge.

The value of the item “team in charge” is the name of the team to which each person in charge belongs. Each person in charge belongs to one of the teams classified according to its role. Although each person in charge belongs to one team here, they may belong to a plurality of teams.

The value of the item "priority within team" is the priority of each person in charge within the team. Extension numbers are identified according to this priority.

FIG. 4 is a diagram showing an example of customer information. The customer information 902 is information about customers, and includes items such as customer number, customer status, and designated person in charge.

The value of the item "customer number" is the telephone number of each customer. The value of the item "customer number" functions as an identifier for identifying the customer, and is notified as the caller number when receiving a call to the representative number of the company. The "customer number" does not have to be a telephone number as long as the customer can be identified.

The value of the item "customer status" is a value indicating the status of each customer. Possible values of the item "customer status" are predetermined such as "new customer", "commodity purchased", etc., and are updated as needed according to the customer's purchasing behavior.

The value of the item "name of designated person in charge" is the name of the person in charge designated by each customer or the name of the person in charge designated to be in charge of the customer. For an incoming call from a customer for whom the value of the item "Specified contact person name" is specified, the extension number of the person in charge indicated by the value of the item "Specified contact person name" is called regardless of the customer's status. be

FIG. 5 is a diagram showing an example of contact/customer status correspondence information. The person-in-charge/customer status correspondence information 903 is information that defines the correspondence between the customer's status and the team of the person in charge. The contact/customer status correspondence information 903 includes items such as customer status, team in charge, and priority.

The value of the item “customer status” is a value corresponding to the item “customer status” of the customer information 902 .

The value of the item "team in charge" corresponds to the item "team in charge" of the extension number information 901, and is a value assigned to each "customer status". For example, the value "new customer" of the item "customer status" is associated with the value "salesperson (product introduction)" of the item "team in charge". These correspondences are set in advance in consideration of which team in charge is appropriate for responding to the situation of the customer.

The value of the item "Priority" indicates which team in charge should be prioritized when the value of the item "Customer status" is associated with multiple values of the "Team in charge" item. value.

(Overview of operation of telephone system 1)
Next, operation of the telephone system 1 will be described. FIG. 6 is a sequence diagram illustrating an example of the flow of call connection control processing according to the first embodiment.

As a pre-process of the call connection control process, each responsible terminal 40 (the first responsible terminal 40a, the second responsible terminal 40b, etc.) requests the information processing device 20 to perform a process of registering a responsible person (steps S101 and S102). ). For example, each responsible terminal 40 displays a responsible registration screen generated by the information processing apparatus 20, receives input of information such as the name of the responsible person and an extension number from each responsible person, and sends the information to the information processing apparatus 20. Send. The information processing apparatus 20 stores the input information in the storage unit 23 as the extension number information 901 . It should be noted that it is not necessary for each person in charge to register by himself/herself, and for example, a manager in charge of each person may register all at once.

Further, each customer terminal 30 (the first customer terminal 30a, the second customer terminal 30b, etc.) requests the information processing device 20 to perform the process of registering the customer status (steps S103 and S104). For example, each customer terminal 30 displays a product purchase screen or the like generated by the information processing device 20, receives an operation such as product purchase from each customer, and transmits information indicating the details of the operation to the information processing device 20. do. The information processing device 20 updates the value of the item “customer status” of the customer information 902 based on the received information. Note that the information processing device 20 does not have to update the value of the item "customer status" in response to a request from the customer terminal 30. For example, the information processing device 20 updates the value in response to a request from the responsible terminal 40, or updates the value of the item "customer status" in response to a request from the terminal 40 in charge, or interlocks with a product purchase system or the like. may be updated by

The main processing of the call connection control processing will be described below on the assumption that the extension number information 901 and the customer information 902 have been stored in the storage unit 23 by the preprocessing. It is assumed that the contact/customer status correspondence information 903 is set at the design stage of the telephone system 1 .

The call connection control unit 11 of the PBX 10 receives a call connection request from the customer terminal 30 (for example, the second customer terminal 30b) to the representative number (step S201). The call connection control unit 11 identifies the caller number, ie, the customer number, based on the notification of the caller number from the second customer terminal 30b.

The extension number acquisition unit 12 transmits an extension number identification request including information indicating the customer number to the information processing device 20 (step S202). The reception unit 21 of the information processing device 20 receives the extension number identification request. The extension number identification unit 22 identifies the extension number based on the information indicating the customer number included in the extension number identification request (step S203).

Specifically, the extension number specifying unit 22 refers to the customer information 902 and determines whether or not a value is set in the item "name of designated person in charge" of the customer corresponding to the customer number.

Then, when the extension number identification unit 22 determines that a value is set in the item “name of designated person in charge”, it identifies the extension number of the person in charge corresponding to the set value from the extension number information 901 . For example, in the case of the customer with the customer number "090222223" shown in FIG. specify the extension number "0001".

Further, when the extension number identification unit 22 determines that no value is set in the item "name of designated person in charge", it refers to the customer information 902 and identifies the value of the item "customer status" of the corresponding customer. For example, in the case of the customer with the customer number "090222224" shown in FIG. Identify as "unregistered". Note that the extension number specifying unit 22 may specify "unregistered" when there is a customer number that is not registered in the customer information 902 .

Then, the extension number specifying unit 22 specifies the highest priority value among the values of the item "team in charge" corresponding to the specified value of the item "customer status" from the contact/customer status correspondence information 903. . For example, the extension number identification unit 22 determines the value of the item "team in charge" corresponding to the customer status "unregistered" shown in FIG. , to identify the highest priority "support contact (price explanation)".

Subsequently, the extension number identification unit 22 identifies the extension number of the person in charge with the highest intra-team priority among the persons in charge belonging to the identified team in charge. For example, the extension number specifying unit 22 selects the person in charge "C" and "D" who belong to the team "support person (charge explanation)" shown in FIG. specify the extension number "0003".

Returning to FIG. 6, the transmission unit 24 transmits extension number information indicating the identified extension number to the PBX 10 (step S204). The extension number acquisition unit 12 of the PBX 10 transfers the acquired extension number information to the call connection control unit 11 .

The call connection control unit 11 of the PBX 10 sends a call connection request (second call connection request) to the terminal in charge of the extension number indicated in the extension number information acquired by the extension number acquisition unit 12 (for example, the second terminal 40b). Send (step S205).

According to the telephone system 1 according to the first embodiment, it is possible to connect an incoming call to a representative number of a company to a terminal used by a person in charge according to the status of the caller's customer. As a result, the customer is not left with the so-called "hands-off", so the customer's satisfaction can be improved. In addition, it is possible for companies to avoid wasting time and effort such as forwarding calls.

(Example 2)
Next, Example 2 will be described. In the second embodiment, an example is shown in which the extension number is determined according to the state of the caller's customer for an incoming call to the representative number, and the PBX 10 determines whether or not the connection to the extension number is possible. In the following description of the second embodiment, the differences from the first embodiment will be mainly described, and the same reference numerals as those used in the description of the first embodiment will be used for those having the same functional configuration as the first embodiment. given, and its explanation is omitted.

FIG. 7 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to the second embodiment; The PBX 10 according to the second embodiment has a configuration in which a connectability determination unit 13 and a storage unit 14 are added to the PBX 10 according to the first embodiment.

The connection propriety determination unit 13 refers to the connection propriety information 904 stored in the storage unit 14 and determines the propriety of connection to each responsible terminal 40 . The availability of connection indicates whether or not it is possible to connect to the terminal 40 in charge, and is updated as needed according to the schedule, business situation, etc. of each person in charge. The connection propriety determination unit 13 is implemented by a process that one or more programs installed in the PBX 10 cause an arithmetic device such as a processor to execute.

The storage unit 14 stores various types of information, specifically, connection availability information 904 . The connection propriety information 904 is information that is updated as needed by collecting information indicating the schedule, business status, etc. of each person in charge, and indicates whether or not each terminal 40 in charge is connectable. The storage unit 14 is implemented by an arithmetic device such as a processor executing processing defined by one or more programs installed in the PBX 10 to control various storage devices.

Further, when the receiving unit 21 receives a notification from the PBX 10 indicating that the specified extension number cannot be connected, the extension number specifying unit 22 of the information processing apparatus 20 according to the second embodiment excludes the specified extension number. to specify the extension number to which the call from the customer should be answered.

FIG. 8 is a diagram showing an example of connection permission/prohibition information. The connection permission/prohibition information 904 includes, as items, an extension number and connection permission/prohibition.

The value of the item "extension number" corresponds to the value of the item "extension number" of the extension number information 901, and is the number used to call each terminal 40 in charge.

The value of the item "connectability" is a value indicating whether or not the extension number can be connected.

FIG. 9 is a sequence diagram illustrating an example of the flow of call connection control processing according to the second embodiment.

In the call connection control process according to the second embodiment, when the extension number acquisition unit 12 of the PBX 10 acquires the extension number information in step S204 of this process, the connection availability determination unit 13 refers to the connection availability information 904 and obtains It is determined whether or not the extension number indicated by the extension number information can be connected (step S301).

When the connection availability determination unit 13 determines that the connection is available (for example, when the value of the item “connection availability” is “connectable” like the extension number “0002” in the case of FIG. 8), the call connection control unit 11 transmits a call connection request to the terminal 40 in charge of the extension number (for example, the second terminal 40b) (step S302).

Further, when the connectability determining unit 13 determines that the connection is not possible (for example, when the value of the item "connectability" is "not connectable" like the extension number "0001" in the case of FIG. 8), the extension number is obtained. The unit 12 again transmits the extension number identification request to the information processing device 20 (step S303). Here, in the extension number identification request, the extension number acquisition unit 12 transmits a notification to the effect that connection to the identified extension number is not possible.

When the receiving unit 21 of the information processing device 20 receives the extension number specifying request and the notification that the specified extension number cannot be connected, the extension number specifying unit 22 specifies the extension number again (step S304). Here, the extension number specifying unit 22 specifies the extension number with the highest priority by excluding the extension number specified in step S203. Therefore, the extension number identification unit 22 causes the storage unit 23 to store the history of the identified extension numbers.

Specifically, for example, when the extension number specifying unit 22 specifies the extension number specified in the item "designated person in charge" of the customer information 902 in step S203, in step S304, the extension number specified in the item "designated person in charge Assuming that "Customer name" is not set, the process of identifying the extension number according to the customer status is executed.

Further, in step S203, if there are multiple persons in charge identified as the team in charge, the extension number identification unit 22 determines that the priority within the team is higher than the person in charge identified in step S203 in step S304. Identify the extension number of the next contact person.

Further, if there is only one person in charge identified as the team in charge in step S203 and there are multiple teams in charge corresponding to the customer status, the extension number identification unit 22 In step S203, the extension number of the person in charge who belongs to the team in charge one level lower than the team in charge specified in step S203 is specified.

In this manner, the extension number specifying unit 22 specifies extension numbers other than the extension number specified in step S203. The transmission unit 24 transmits extension number information indicating the specified extension number to the PBX 10 (step S305).

When the extension number acquisition unit 12 of the PBX 10 acquires the extension number information, the connection availability determination unit 13 refers to the connection availability information 904 and determines whether the extension number indicated by the acquired extension number information can be connected (step S306). ).

When the connection availability determination unit 13 determines that connection is possible, the call connection control unit 11 transmits a call connection request to the terminal 40 in charge of the extension number (for example, the first terminal 40a in charge) (step S307). In step S306, if the connectability determination unit 13 determines that the connection is not possible, the processing from step S303 onwards is repeatedly executed. At this time, the extension number identification unit 22 of the information processing apparatus 20 identifies the extension number with the highest priority among the extension numbers excluding all the extension numbers identified so far, as in the process of step S304 described above. An upper limit may be set in advance for the number of repetitions.

According to the telephone system 1 according to the second embodiment, for an incoming call to a representative number, the extension number is determined according to the status of the customer who called the caller, and furthermore, it is determined whether or not the connection to the extension number is possible. As a result, it is possible to connect to a connectable extension number among the extension numbers according to the status of the caller.

(Example 3)
Next, Example 3 will be described. In the third embodiment, an example will be shown in which the information processing apparatus 20 determines an extension number according to the state of the customer who is the caller in response to an incoming call to the representative number, taking into consideration whether or not the connection is possible. In the following description of the third embodiment, the differences from the first embodiment will be mainly described, and the same reference numerals as those used in the description of the first embodiment will be used for those having the same functional configuration as the first embodiment. given, and its explanation is omitted.

FIG. 10 is a diagram illustrating an example of functional configurations of a PBX and an information processing apparatus according to the third embodiment; In the information processing apparatus 20 according to the third embodiment, in addition to the information processing apparatus 20 according to the first embodiment, the storage unit 23 stores the connectability information 904 . The connection propriety information 904 is the same as that shown in FIG. 8 in the second embodiment.

The extension number identification unit 22 according to the third embodiment selects a call from the customer based on the customer information 902 indicating the status of the customer identified by the customer number from among the connectable extension numbers based on the connection propriety information 904. Identifies the extension number that should be answered.

FIG. 11 is a sequence diagram illustrating an example of the flow of call connection control processing according to the third embodiment. In the call connection control process according to the third embodiment, in step S203 of the call connection control process according to the first embodiment, the extension number specifying unit 22 specifies the extension number including connection availability determination. That is, the extension number specifying unit 22 selects extension numbers (such as extension numbers "0002" and "0003" in FIG. 8) for which the value of the item "connectability" in the connection availability information 904 is "connectable". , to identify the extension to be answered based on the customer's status.

According to the telephone system 1 according to the third embodiment, for an incoming call to the main number, the extension number is determined according to the status of the caller's customer, taking into consideration whether or not the connection is possible. Compared to the telephone system 1 according to the second embodiment, it is possible to reduce communications between the PBX 10 and the information processing device 20 that occur until the extension number is determined.

(Modification)
Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and changes can be made within the scope of the gist of the present invention described in the claims. It is possible.

In the present embodiment, an example is shown in which the extension number specifying unit 22 specifies the team in charge according to the customer's condition based on the contact/customer status correspondence information 903 . The scope of the present invention is not limited to this, and other methods may be used to identify the team in charge.

For example, the customer information 902 may store text indicating the customer's status, and the extension number identification unit 22 may analyze the content of the text by natural language processing or the like to identify the team in charge. . In addition, the customer information 902 includes history information in chronological order of the customer's status, and the extension number identification unit 22 performs processing for identifying the team in charge based on the history information in chronological order. you can go

Alternatively, machine learning may be used to build a learning model for associating the customer status with the team in charge, and the extension number identification unit 22 may use the built learning model to identify the team in charge. In that case, the teacher data may be generated in response to customer feedback or the like, and the accuracy of the learning model may be improved by the generated teacher data.

In the present embodiment, an example of using a caller number as identification information for identifying a customer has been shown, but the scope of the present invention is not limited to this, and the customer who is the caller can be identified by other identification information. You can For example, when multiple people use the same telephone number, such as fixed-line telephones in general households, individuals cannot be identified only by the caller number. Therefore, voice guidance or the like may be used to prompt the customer to enter an identification number for identifying an individual within the family, and the customer may be identified by combining the input identification number with the caller number. In that case, an item indicating the identification number is added to the customer information 902 shown in FIG.

Alternatively, session information indicating that the user has logged in may be transferred to a logged-in Web screen or the like that is displayed and controlled by the information processing apparatus 20 so that a call can be made to the representative number. In that case, the PBX 10 hands over the transmitted session information to the information processing device 20 . The information processing device 20 identifies the customer based on the passed session information.

In this way, the identifier that identifies the customer may be appropriately selected according to the type of industry or business type.

Also, in the present embodiment, a company is an example of a call destination, and a customer is an example of a call originator. The scope of the present invention is not limited to this, and it can be widely used as a technique for specifying an extension number in response to an incoming call according to the state of the caller.

1 telephone system 10 PBX
REFERENCE SIGNS LIST 11 call connection control unit 12 extension number acquisition unit 13 connection availability determination unit 14 storage unit 20 information processing device 21 reception unit 22 extension number identification unit 23 storage unit 24 transmission unit 30 customer terminal 40 responsible terminal

Claims (7)

a receiving unit that receives identification information for identifying a call originator from a telephone exchange;
an extension number specifying unit that specifies an extension number to respond to a call from the caller based on information indicating the state of the caller identified by the identification information;
a transmitting unit that transmits information indicating the identified extension number to the telephone exchange;
Information processing equipment. When the receiving unit receives a designation from the telephone exchange indicating that the specified extension number cannot be connected, the extension number specifying unit excludes the specified extension number and responds to the call from the caller. identify the extension number to answer,
The information processing device according to claim 1 . The extension number identifying unit, based on the information indicating the state of the caller identified by the identification information, from among extension numbers that can be connected based on the information indicating whether or not to connect to the extension number, from the caller identify the extension number that should answer calls for
The information processing device according to claim 1 . The call is a call from a customer of the company that is the caller to a representative number of the company,
The extension number specifying unit, based on information indicating the status of the customer who is the caller and information indicating the correspondence between the status of the customer and the team in charge of the company, identifies a person in charge belonging to the team in charge. Identify the extension number of
The information processing apparatus according to any one of claims 1 to 3. A telephone system comprising a telephone exchange and an information processing device capable of communicating with each other,
The telephone exchange is
an extension number acquiring unit for transmitting a caller number notified by an incoming call to a representative number to the information processing device to request specification of an extension number, and acquiring information indicating the specified extension number;
a call connection control unit that transmits a call connection request to a terminal having an extension number indicated in the information acquired by the extension number acquisition unit;
The information processing device is
a receiving unit for receiving identification information for identifying a call originator from the telephone exchange;
an extension number specifying unit that specifies an extension number to respond to a call from the caller based on information indicating the state of the caller identified by the identification information;
a transmitting unit that transmits information indicating the identified extension number to the telephone exchange;
phone system. A computer implemented method comprising:
receiving identification information from the telephone switch to identify the originator of the call;
a step of specifying an extension number to respond to a call from the caller based on the information indicating the state of the caller identified by the identification information;
sending information indicative of the identified extension number to the telephone exchange;
How to identify the extension number. A program for causing a computer to function as each unit in the information processing apparatus according to any one of claims 1 to 4.

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