JP3175699U - Telephone system - Google Patents

Abstract

An object of the present invention is to provide an inexpensive telephone system that can display information based on the telephone number of a telephone that is receiving a call.
The server includes a server (110) and a client terminal (140), the server includes a telephone number acquisition unit (111) that acquires a telephone number of an incoming call, and the client terminal When an information acquisition request is instructed during an incoming call, a request unit (141) that outputs to the server an information acquisition request based on the telephone number acquired by the telephone number acquisition unit, and acquired from the server by the telephone number acquisition unit A display control unit (142) for displaying information based on the telephone number on the display device when the information based on the telephone number is input, and when the server inputs a request from the client terminal, the telephone number acquisition unit There is provided a telephone system characterized by having an information control unit (115) for outputting information based on the telephone number acquired by the above to a client terminal.
[Selection] Figure 1

Description

  The present invention relates to a telephone system.

  Recently, customer satisfaction (CS) has become a key word for corporate management, and companies that value this have survived and continued to grow. In other words, customer management has become the key to the existence of a company. However, in response to the growing demands of companies for customer management, corporate expenses are not infinite. Rather, there is a need for cost savings due to the recession.

  It is difficult to link with a customer management system in order to extract more customer information from incoming calls. This is because, for example, affiliates and group companies also have a dominant business ethics with respect to trade secrets.

  In addition, since the customer management system is constructed for each company based on the individual needs of each company as well as for each industry, it is difficult to link them.

  However, for example, between automobile manufacturers and dealers, between life insurance and non-life insurance companies, between insurance companies and insurance agencies, and between franchise (FC) franchisors and franchisees, affiliates and groups. It has been found that sharing customer information among companies with completely different business types, business types, and business conditions within the company allows more customer information to be used, and in turn enables more customer satisfaction. It was.

  There is also known a telephone system that retrieves and displays the name and address of a caller from a database based on a telephone number recognized by a telephone number recognition unit (see, for example, Patent Document 1).

Japanese Patent No. 468147

  Highly functional telephone systems are expensive. In particular, as the number of telephones connected to the telephone system increases, there is a problem that the introduction cost increases and becomes difficult to introduce.

  An object of the present invention is to provide an inexpensive telephone system that can display information based on the telephone number of an incoming call.

  The telephone system of the present invention includes a server and a client terminal, the server includes a telephone number acquisition unit that acquires a telephone number of an incoming call, and the client terminal receives an incoming call. When an information acquisition request is instructed, a request unit that outputs an information acquisition request based on the telephone number acquired by the telephone number acquisition unit to the server, and the telephone number acquisition unit acquired from the server When information based on a telephone number is input, the display control unit displays information based on the telephone number on a display device. When the server inputs the request from the client terminal, the telephone number acquisition unit And an information control unit for outputting information based on the telephone number acquired by the above to the client terminal.

  When there is a request instruction from the client terminal, information based on the telephone number of the incoming call is displayed on the display device of the client terminal, so that an inexpensive telephone system can be provided.

It is a figure which shows the structural example of the telephone system by embodiment of this invention. It is a hardware block diagram which shows the structural example of the server of FIG. 1, and a client terminal. 3A and 3B are diagrams showing examples of screens displayed on the display device of the output device of the client terminal of FIG.

  In the multi-line CTI (computer telephony integration) telephone system according to the embodiment of the present invention, it is possible to deal with telephones that can satisfy customers more. For example, assume that a customer calls a car dealer. In the existing system, the salesperson in charge has all the information of the customer, so if the person in charge is absent from the sales activity, he / she contacts again. However, this can lead to lost opportunities for customers to purchase new cars. Therefore, even if the customer's phone call is just a vehicle inspection inquiry, customer information is automatically displayed on the screen from the customer's phone number, and the telephone agent can not only handle the vehicle inspection requirements, but also the vehicle inspection. It is also possible to make a proposal for the purchase of a new car at this time. Since the customer's past purchase conditions, purchase ability, etc. are also included in the customer information, a reasonable and timely proposal can be made.

  FIG. 1 is a diagram showing a configuration example of a telephone system according to an embodiment of the present invention. This telephone system is installed in a car dealer, for example. A plurality of client terminals 140 and a plurality of telephones 104 are provided for each customer representative in the car dealer. That is, a client terminal 140 and a telephone 104 are installed for each customer representative. Specifically, the telephone 104 is a telephone handset. The server 110 is connected to the adapter (router) 101 and the client terminal 140 via a network.

  A telephone line 102 is connected to the adapter 101, and a plurality of telephones 104 are connected via the main device 103. Two or more telephone lines 102 can be connected to the adapter 101. The telephone line 102 includes an IP telephone line and other general telephone lines (including analog, INS64, and INS1500). First, the case where the telephone line 102 is a general telephone line will be described below. The adapter 101 includes a telephone number recognition unit 105, an audio signal acquisition unit 106, and an output unit 107. The server 110 includes a telephone number acquisition unit 111, a customer database search unit 113, an information control unit 115, and a recording unit 117. Each of the plurality of client terminals 140 includes a request unit 141 and a display control unit 142. The customer database 130 and the voice database 131 are connected to the server 110. The telephone number recognition unit 105 recognizes the telephone number of the incoming call from the customer via the telephone line 102. The output unit 107 outputs the recognized telephone number to the server 110 via the network. The telephone number acquisition unit 111 of the server 110 acquires the telephone number output by the output unit 107. The voice signal acquisition unit 106 acquires a voice signal of a telephone call received from a customer via the telephone line 102. The output unit 107 outputs the acquired audio signal to the server 110 via the network. The recording unit 117 of the server 110 records the audio signal output from the output unit 107 in the audio database 131.

  Next, the case where the telephone line 102 is an IP telephone line will be described below. The adapter 101 causes the output unit 107 to output the digital data of the telephone line 102 as it is to the server 110, converts the digital data of the telephone line 102 into an analog signal, and outputs the analog signal to the main device 103. The adapter 101 outputs the digital data of the telephone line 102 to the server 110 as it is without recognizing the telephone number. The telephone number acquisition unit 111 of the server 110 acquires a telephone number based on the digital data input from the adapter 101. Since the telephone line 102 is a digital telephone line, the telephone number acquisition unit 111 can directly acquire a digital data telephone number. The recording unit 117 converts the audio signal in the digital data output by the output unit 107 in order to record the audio signal in the audio database 131, and records the converted audio signal in the audio database 131. Other points are the same as in the case of the general telephone line.

  FIG. 2 is a hardware block diagram illustrating a configuration example of the server 110 and the client terminal 140 in FIG. These are, for example, personal computers and general-purpose computers. A central processing unit (CPU) 212, a ROM 213, a RAM 214, a network interface 215, an input device 216, an output device 217, and an external storage device 218 are connected to the bus 211.

  The CPU 212 performs processing or calculation of data and controls various components connected via the bus 211, and executes processing of the telephone system. The ROM 213 stores a control procedure (computer program) of the CPU 212 in advance, and is started when the CPU 212 executes the computer program. A computer program is stored in the external storage device 218, and the computer program is copied to the RAM 214 and executed by the CPU 212. The RAM 214 is used as a work memory for data input / output, transmission / reception, and temporary storage for control of each component.

  The network interface 215 is an interface for connecting to a network. The input device 216 is, for example, a keyboard and a mouse, and can perform various designations or inputs. The output device 217 is a display device, a printer, and a speaker, and can display, print, or pronounce customer information.

  The external storage device 218 is, for example, a hard disk storage device or a CD-ROM, and the stored content does not disappear even when the power is turned off. The external storage device 218 stores a database 219 such as the customer database 130 and the voice database 131 of FIG.

  3A and 3B are diagrams showing examples of screens displayed on the display device of the output device 217 of the client terminal 104 of FIG. When the telephone 104 rings due to the incoming call 104, the customer representative presses a predetermined key on the keyboard of the input device 216 of the client terminal 140 and then picks up the handset of the telephone 104.

  The request unit 141 of the client terminal 140 receives information based on the telephone number recognized by the telephone number recognition unit 105 when an information acquisition request is issued by pressing the predetermined key while the telephone 104 is received. The acquisition request is output to the server 110.

  The information control unit 115 of the server 110 inputs the telephone number of the incoming call from the telephone number acquisition unit 111. When the information control unit 115 inputs the information acquisition request from the client terminal 140, the information control unit 115 outputs information based on the telephone number recognized by the telephone number recognition unit 105 to the client terminal 140 that has made the request. The information based on the telephone number is, for example, the telephone number and / or the name of the caller of the telephone, but is not limited thereto. For example, the information control unit 115 outputs the telephone number input from the telephone number acquisition unit 111 to the client terminal 140. Further, the customer database search unit 113 searches the customer database 130 based on the telephone number input from the telephone number acquisition unit 111, and acquires the name of the caller corresponding to the telephone number. The information control unit 115 inputs the name of the telephone caller acquired by the customer database search unit 113 and outputs the name of the telephone caller together with the telephone number to the client terminal 140.

  When the information based on the telephone number recognized by the telephone number recognition unit 105 is input from the server 110 to the display control unit 142 of the client terminal 140, as shown in FIG. The telephone number and / or the name of the caller is displayed on the display device of the output device 217. For example, when a customer in charge presses a predetermined key on the keyboard of the client terminal 140 while two lines of telephones are being received at the same time, as shown in FIG. The number and the name of the caller are displayed. However, usually, when a customer representative presses a predetermined key on the keyboard of the client terminal 140 after the telephone 104 rings, the incoming call is usually one line. In that case, the telephone number of one line and the name of the caller are displayed on the screen of FIG.

  As a result, the person in charge of the customer can accurately grasp the name of the caller and the name of the caller by looking at the screen in FIG. 3A immediately before or after picking up the telephone 104. can do. In this embodiment, even if the telephone 104 is not equipped with a number display function or the telephone 104 is not connected to the client terminal 140, information based on the telephone number can be displayed on the client terminal 140. An inexpensive telephone system can be provided.

  Note that when the customer staff presses a predetermined key on the keyboard of the client terminal 140, the present invention is not limited to displaying the telephone number of one or a plurality of incoming calls and the name of the caller of the incoming call. In order to improve usability, when a customer representative presses a predetermined key on the keyboard of the client terminal 140, the telephone number of one or a plurality of incoming calls and the name of the caller after a certain period of time has elapsed since the pressed time. May be displayed.

  In the display of the screen shown in FIG. 3A, the customer staff member clicks the display portion of the desired telephone line with the mouse of the input device 216, for example, in order to display detailed information. Then, when the request for acquiring detailed information is instructed by the above click, the request unit 141 of the client terminal 140 outputs a request for acquiring detailed information to the server 110.

  When the information control unit 115 of the server 110 receives a request for acquiring detailed information from the client terminal 140, the customer database search unit 113 is used to input detailed information including past history information of the caller corresponding to the request. Is retrieved from the customer database 130 and output to the client terminal 140.

  When the detailed information is input from the server 110, the display control unit 142 of the client terminal 140 displays the detailed information on the display device of the output device 217 as illustrated in FIG. In the detailed information screen shown in FIG. 3B, detailed information including past history information is displayed and / or input in addition to information on a business partner such as a company name, a telephone number, an address, an e-mail address, and a person in charge. be able to. This detailed information is written in the customer database 130 by instructing the server 110.

  For example, when a customer makes a phone call to a certain car dealer, the customer's detailed information is displayed from the customer's telephone number, and the detailed information including the past history information is displayed on the screen of FIG. The past history information includes, for example, information such as the time when the customer purchased the car in the past, the time when the vehicle inspection was performed in the past, the contents and the time of the past inquiry, and the like. By referring to the screen of FIG. 3 (B), the person in charge who is a telephone agent can respond to the vehicle inspection requirements or make a proposal to purchase a new vehicle at the time of vehicle inspection. In addition, since the customer's past purchase conditions, purchase ability, and the like can be known from the customer's detailed information, a reasonable and timely proposal can be made.

  In rare cases, when two or more telephone calls are received at the same time and the customer staff presses a predetermined key on the keyboard of the client terminal 140, as shown in FIG. The telephone number and the name of the caller are displayed. In that case, the customer representative identifies the caller after listening to the contents of the call, and displays the display based on the identified caller's phone number with the mouse of the input device 216 on the screen of FIG. Click to display the detailed information of FIG.

  In that case, when information based on a plurality of telephone numbers is displayed on the display device of the output device 217 on the display device of the output device 217 on the screen of FIG. When a request for acquiring any of the detailed information in the information based on the telephone number is instructed, the request for acquiring the detailed information is output to the server 110.

  When the information control unit 115 of the server 110 receives a request for acquiring detailed information from the client terminal 140, the customer database search unit 113 is used to input detailed information including past history information of the caller corresponding to the request. Is retrieved from the customer database 130 and output to the requested client terminal 140.

  When the detailed information is input from the server 110, the display control unit 142 of the client terminal 140 displays the detailed information on the display device of the output device 217 as illustrated in FIG.

  Further, the customer staff can input a check in the “detailed information display” check box using the mouse of the input device 216 on the screen of FIG. In that case, when the customer contact person presses a predetermined key on the keyboard of the input device 216 of the client terminal 140 when the telephone rings, the request unit 141 of the client terminal 140 A request for acquiring detailed information based on the telephone number recognized by the telephone number recognition unit 105 is output to the server 110.

  When the information control unit 115 of the server 110 inputs the above request from the client terminal 140, when the incoming call is one line, the information is recognized by the telephone number recognition unit 105 using the customer database search unit 113. Detailed information based on the telephone number is retrieved from the customer database 130 and output to the client terminal 140.

  When the detailed information based on the telephone number recognized by the telephone number recognition unit 105 is input from the server 110, the display control unit 142 of the client terminal 140 directly displays the figure without displaying the screen of FIG. As shown in 3 (B), the detailed information based on the telephone number is displayed on the display device of the output device 217. The detailed information screen shown in FIG. 3B includes the telephone number and name information of the screen shown in FIG.

  If there are two or more incoming calls, the information control unit 115 of the server 110 inputs the above request from the client terminal 140, and obtains information based on the phone number recognized by the phone number recognition unit 105. Output to the client terminal 140. When the information based on the telephone number recognized by the telephone number recognition unit 105 is input from the server 110 to the display control unit 142 of the client terminal 140, as shown in FIG. The information based on the information is displayed on the display device of the output device 217.

  In addition to the link between automobile manufacturers and dealers, the present embodiment is also used between life insurance and non-life insurance companies, between insurance companies and insurance agents, and between franchise (FC) franchisors and franchisees. Of course, it is also possible to share customer information between companies in affiliated companies or group companies with completely different business types, business types, and business conditions.

  As described above, when there is a request instruction from the client terminal 140, information based on the telephone number of the incoming call is displayed on the display device of the client terminal 140, so that an inexpensive telephone system can be provided. it can. The telephone 104 does not need to be a high-function telephone and does not need to be connected to the client terminal 140.

  The above-described embodiments are merely examples of implementation in carrying out the present invention, and the technical scope of the present invention should not be construed in a limited manner. That is, the present invention can be implemented in various forms without departing from the technical idea or the main features thereof.

DESCRIPTION OF SYMBOLS 101 Adapter 102 Telephone line 103 Main apparatus 104 Telephone 105 Telephone number recognition part 106 Voice signal acquisition part 107 Output part 110 Server 111 Telephone number acquisition part 113 Customer database search part 115 Information control part 117 Recording part 130 Customer database 131 Voice database 140 Client Terminal 211 Bus 212 CPU
213 ROM
214 RAM
215 Network interface 216 Input device 217 Output device 218 External storage device 219 Database

Claims (2)

Server,
A client terminal,
The server
It has a phone number acquisition unit that acquires the phone number of the incoming call,
The client terminal is
When an information acquisition request is instructed during an incoming call, the request unit outputs an information acquisition request based on the telephone number acquired by the telephone number acquisition unit to the server;
When information based on the telephone number acquired by the telephone number acquisition unit from the server is input, a display control unit that displays information based on the telephone number on a display device,
The server
A telephone system comprising: an information control unit that outputs information based on the telephone number acquired by the telephone number acquisition unit to the client terminal when the request is input from the client terminal. The information based on the telephone number acquired by the telephone number acquisition unit includes the telephone number or the name of the caller of the telephone,
The request unit of the client terminal is instructed to request acquisition of detailed information of any of the information based on the plurality of telephone numbers when information based on the plurality of telephone numbers is displayed on the display device. And output the detailed information acquisition request to the server,
When the information control unit of the server inputs a request for acquiring the detailed information from the client terminal, the server searches the database for detailed information including past history information of the caller corresponding to the request, and the client Output to the terminal,
The telephone system according to claim 1, wherein the display control unit of the client terminal displays the detailed information on the display device when the detailed information is input from the server.

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