JP4060326B2 - Missed call automatic answering system and missed call auto answering method - Google Patents

Description

  The present invention relates to a missed call automatic answering system and a missed call automatically answering method that make a missed answer instead of a telephone when a user is absent.

  In a fixed telephone network or the like, a “Denwaban (registered trademark)” service (automatic answering service when there is no call) is provided from the network, and several types of messages can be announced as an incoming call operation when there is no call. This service applies a mechanism that enables effective use of resources in user premises equipment by controlling incoming calls on the network side (telephone exchange side). Since the control is performed on the network side, a registration / release operation from the user to the network (telephone exchange) is required (for example, see Non-Patent Document 1).

  As usage scenes, the company (store) will improve user service by automatic response outside business hours, and further promote after-hours activities (such as prioritizing their own work rather than handling users outside business hours). ing. For example, FIG. 13 shows an example of a standard message prepared in advance in the “Denwaban (registered trademark)” service.

  However, in the above-described service, the user needs to operate the user terminal (telephone) in order to register / cancel the network side information even though the user is at the business location. Conversely, for example, if you forget to register on the day before the holiday, you will receive an incoming call on the holiday. There is also a problem that there is no means for knowing how to handle an incoming call due to forgetting operation (even if there is no incoming call all day, there is no means for determining that the operation is forgotten).

  As a conventional technique, there is a call control system as described below (for example, see Patent Document 1). This call control system is intended to notify the absence notification message when an incoming call is received at a place where the call is suppressed and to transmit information to the caller in an emergency. For this purpose, a call suppression signal is transmitted by providing an antenna of a wireless interface at a call suppression place. When the radio telephone apparatus receives a call suppression signal, the operation mode is set to the suppression mode, and when there is an incoming call, the absence notification message is notified by an automatic response. An absence notification message is created based on this area information, assuming that the call suppression signal is provided with area information indicating where the call suppression place is. When an incoming call is received in the suppression mode, a message prompting selection of a response operation is notified, and when the response operation is selected, the selected response operation is performed.

However, the present invention is intended to solve the problem of requiring operation of a user terminal (telephone) for registration / cancellation of setting information on the telephone exchange side in order to receive an unattended incoming call automatic answering service. Therefore, the object and configuration of the invention are different from those of the prior art call control system.
Japanese Patent Laid-Open No. 2003-9241 “Dual phone service”, “online”, “Search August 10, 2005”, Internet <URL: http://www.Ntt-east.co.jp/shop/annai/double_number/double_number-k. html>

  As described above, in the conventional unattended automatic call answering system, the user needs to operate the user terminal (telephone) in order to register / cancel the network side information even though he / she is at a business location. was there.

  The present invention has been made to solve such a problem, and its purpose is to register setting information on the telephone exchange side in order to receive an automatic answering service when there is no call such as a phone number (registered trademark) service.・ Solves the problem that user terminal (telephone) operation is required for cancellation, and allows the user to use the missed call automatic answering service without the user having to perform complicated setting / release operations on the telephone exchange. It is another object of the present invention to provide a missed call automatic answering system and a missed call automatic answering method.

The missed call automatic answering system of the present invention is a missed call automatic answering system that answers a missed call in place of a telephone when a user is absent, reads information on an RFID tag held by a user, and is used in a workplace or a store. Tag reading means for detecting the user's location status, operating condition setting means for presetting the operating condition of the incoming call response in the database in association with the location status of the user in the workplace or in the store, and the tag reading Based on the information on the user's location status by the means, the database is referred to, the operating condition determining means for determining the operating condition of the incoming call response, and the operation condition determined by the operating condition determining means automatically And an incoming call response control means for responding.
With such a configuration, an operation condition (operation type) for incoming call response is set in the database in advance in association with the location of the user. Then, the RFID tag information held by the user is read by a tag reader, the user's location in the workplace or in the store is detected, the database is referenced based on the information on the user's location, and the user's location is Select the corresponding operating condition and set the incoming call response.
This eliminates the need for the user himself / herself to register (or cancel) incoming call response setting information on the telephone exchange side, and automatically selects and sets an appropriate incoming call response operating condition according to the user's location. Therefore, the user can use the missed call automatic answering service without performing a troublesome setting / releasing operation on the telephone exchange.

Further, the missed call automatic answering system of the present invention is a missed call automatic answering system that causes the telephone switchboard to perform a missed answer instead of the telephone when the user is absent, and reads information on the RFID tag held by the user, Tag reading means for detecting the location of the user in the workplace or in the store, and operating conditions for setting the operating condition of the incoming call response in the database in advance in association with the location of the user in the workplace or in the store Based on information on a user's location by the tag reading unit, an operation condition determining unit that determines an operation condition of an incoming call response with reference to the database, and an operation condition determined by the operation condition determining unit And a telephone exchange registration means for setting and registering the incoming call response by the telephone exchange.
With such a configuration, an operation condition (operation type) for incoming call response is set in the database in advance in association with the location of the user. Then, the RFID tag information held by the user is read by a tag reader, the user's location in the workplace or in the store is detected, the database is referenced based on the information on the user's location, and the user's location is A corresponding operating condition is selected, and an incoming response for this operating condition is registered in the telephone exchange.
This eliminates the need for the user himself / herself to register (or cancel) incoming call response setting information on the telephone exchange side, and automatically selects and sets an appropriate incoming call response operating condition according to the user's location. Therefore, the user can use the missed call automatic answering service without performing a troublesome setting / releasing operation on the telephone exchange.

In the absence answering automatic answering system of the present invention, the type of operation condition of the answering answer set in the database includes at least a setting for automatically answering a call by forwarding to another telephone and guidance. The guidance set in the database includes at least a non-business hours message, a non-business message, an absence message, and a response impossible message when the telephone cannot be answered.
With this configuration, it is possible to set the operating condition for incoming call response to missed calls to either forward the call to another phone or to automatically answer by guidance. , Including absence messages, absence messages, and non-response messages.
Thereby, the user can set the most appropriate operation condition of the incoming call response according to the absence situation.

Further, in the absence answering automatic answering system of the present invention, the database includes a business time table for determining whether the date / time is within business hours or outside business hours with respect to the date / time, and within business hours and outside business hours. An operation table for setting operation conditions for the corresponding incoming call response and guidance setting information corresponding to business hours and non-business hours are recorded, and the operation condition determination means uses the RFID reading tag by the tag reading means. When the RFID tag is detected, the database is referred to, and it is determined that the scanned time is within business hours by means of determining whether the scanned time is within business hours or outside business hours. If the incoming call is received and it is determined that it is outside business hours, referring to the database, according to the operating conditions set corresponding to outside business hours, Means for accepting communication or setting response to guidance, and scanning the user's RFID tag by the tag reading means, and if no RFID tag is detected, the database is referred to and the RFID tag And a means for setting whether to receive a call, to transfer a call, or to respond by a guidance according to an operation condition set in response to a case where no response is detected.
With such a configuration, the database includes a business hours table indicating whether the date / time is within business hours or outside business hours, and operation conditions of incoming response corresponding to business hours / outside hours <operation type Record the operation table for setting the incoming call forwarding address (telephone number etc.)> And the setting information of the guidance (business hours message etc.) corresponding to the business hours and non-business hours. Then, when the RFID tag is scanned by the tag reader and the RFID tag is detected, the database is referred to, and it is determined whether the scanned time is within business hours or outside business hours. Accept incoming calls or set incoming responses to respond with guidance (such as non-business hours messages). Further, the RFID tag of the user is scanned, and if the RFID tag is not detected, the incoming call response is set so that the incoming call is received, the incoming call is transferred, or the response is made by the guidance with reference to the database.
Thereby, when the RFID tag is not detected and outside business hours, the incoming call response setting process can be automatically performed based on the preset operation condition based on the detection result of the RFID tag.

In the absence answering automatic answering system according to the present invention, in the database, a business hours table for determining whether the date is a weekday or a holiday and an operation condition for an incoming call response corresponding to a holiday are set in the database. And a setting information of guidance corresponding to a holiday is recorded, and the operation condition determination means refers to the database every day at midnight, and determines whether the day is a holiday, Means for referring to the database when the day is a holiday, and setting the call forwarding according to the operating conditions set corresponding to the holiday or performing a response according to the guidance corresponding to the holiday; It is characterized by providing.
With this configuration, the business hours table indicating whether the date is a weekday or a holiday with respect to the date, an operation table for setting an operation condition (operation type) for an incoming call response corresponding to a holiday, and a holiday Record the guidance setting information to be used. Then, at midnight every day, the database is referenced to determine whether or not the day is a holiday, and if the day is a holiday, the incoming call is forwarded according to the operating conditions set for the holiday, or Set the incoming call response to respond by guidance.
Thus, it is possible to automatically determine that it is a holiday, and to perform an incoming response setting process based on the operation condition of the incoming response corresponding to a preset holiday, so that the user can change the telephone exchange for each holiday. This eliminates the need for troublesome setting / release operations.

Further, in the absence response automatic answering system of the present invention, the tag reading means includes an in-store detection tag reader for detecting an RFID tag in the store, and an out-of-store detection tag reader provided at a location going out of the store, The operating condition determining means subtracts the number of shop assistants from the current shop staff number when the RFID tag is detected by the shop detection tag reader, and obtains the number of shop staff remaining in the shop. A means for setting a response by a response impossible message when the calculated value by the clerk count calculating means is 0 (zero), and a predetermined time when the calculated value by the clerk count calculating means is 1 or more. Means for setting a function of scanning the RFID tag with the in-store detection tag reader after waiting and performing a response with an absence message when the RFID tag is not detected; Characterized in that it comprises.
With such a configuration, an in-store detection tag reader for detecting an RFID tag in the store and an out-of-store detection tag reader provided at a location outside the store are provided. When the RFID tag is detected by the out-of-store detection tag reader, the number of store clerks is subtracted from the number of store clerk in the current store to obtain the number of store clerk in the store, and the calculated value is 0 (zero). When the calculated value is 1 or more, the RFID tag is scanned again by the in-store detection tag reader, and when the RFID tag is not detected, the response is received by the absence message. Set the incoming response to do.
As a result, when the store clerk is completely out of the store (the store detection tag reader scans the store clerk) and no one in the store is in the store, the absence guidance (announcement) is provided for the purpose of crime prevention. ) Is not preferable, so it is automatically changed to guidance that cannot be answered only when the in-store detection tag reader continues to scan nobody and the user goes through the tag reader for outside the store. Can do.

In the absence answering automatic answering system according to the present invention, the RFID tag is assigned a priority, and the database is an operation table for setting an operation condition of an incoming call response when a user with a high priority is absent. The operation condition determination unit scans the user's RFID tag by the tag reading unit, and when the RFID tag held by the user with a high priority is not detected, the operation condition determination unit refers to the database and performs priority. If incoming call forwarding is set as an operating condition when a high-ranking user is absent, a means for setting an incoming call response to perform incoming call forwarding and an incoming call as an operating condition when a high-priority user is absent If the forwarding is not set, the number of store clerk in the store is determined. If the number of store clerk is 1 or more, the incoming call is accepted. If the number of store clerk is 0 (zero) Characterized in that it comprises means for setting the incoming call response to a response by the response impossible message or answering message.
With such a configuration, priorities are assigned to RFID tags held by the user, and an operation condition (operation type) for an incoming call response when a user with a high priority is absent is set in the database. Then, when a tag reader scans the user's RFID tag and an RFID tag held by a user with a high priority is not detected, the database is consulted and an incoming call is forwarded in response to the absence of a user with a high priority. If is set, call answer is set to call forwarding. Also, when call forwarding is not set in response to the absence of a user with high priority, the number of store clerks in the store is determined. When the number of store clerk is 1 or more, the incoming call is accepted and the number of store clerk is 0. In the case of (zero), a setting is made so that an incoming call response is made by a response impossible message or an absence message.
As a result, when a state where a preferentially handled store clerk (for example, store manager) is not scanned (detected) continues, call forwarding or message guidance can be activated even when there is a store clerk. For example, in the case of a store operated by a store manager and a part-time job clerk, if an important telephone appointment is promised in advance by the business partner, it may be transferred to the store manager's own mobile phone, etc. it can.

Further, the missed call automatic answering method of the present invention is a missed call auto answering method in a missed call auto answering system that makes a missed answer instead of a telephone when a user is absent, A tag reading procedure for reading information of an RFID tag held by a user by a computer and detecting a user's location in the workplace or in the store, and a telephone set associated with the user's location in the workplace or in the store Operation condition determination for determining the operation condition of the incoming call response by referring to the database based on the operation condition setting procedure for setting the operation condition of the incoming call response in the database in advance and information on the location of the user by the tag reading procedure And an incoming call response control procedure for automatically answering an incoming call according to the operating condition determined by the operating condition determining procedure. Characterized in that it is.
By such a procedure, the operation condition (operation type) of the incoming call response is set in the database in advance in association with the user's location. Then, the RFID tag information held by the user is read by a tag reader, the user's location in the workplace or in the store is detected, the database is referenced based on the information on the user's location, and the user's location is Select the corresponding operating condition and set the incoming call response.
This eliminates the need for the user himself / herself to register (or cancel) incoming call response setting information on the telephone exchange side, and automatically selects and sets an appropriate incoming call response operating condition according to the user's location. Therefore, the user can use the missed call automatic answering service without performing a troublesome setting / releasing operation on the telephone exchange.

Further, the missed call automatic answering method of the present invention is a missed call automatic answering method in a missed call automatic answering system that causes a telephone switchboard to perform a missed answer instead of a telephone when a user is absent, A tag reading procedure for reading information on RFID tags held by the user by a computer in the automatic answering system to detect the location of the user in the workplace or store, and the location of the user in the workplace or store The operation condition setting procedure for setting the operation condition of the incoming call response of the telephone in the database in advance and the information on the user's location status by the tag reading procedure are referred to the database, and the operation condition of the incoming response is determined. An operating condition determining procedure for determining and an incoming call response based on the operating condition determined by the operating condition determining procedure are sent to the telephone exchange. Characterized in that the telephone exchange registration procedure for setting registration Te is performed.
By such a procedure, the operation condition (operation type) of the incoming call response is set in the database in advance in association with the user's location. Then, the RFID tag information held by the user is read by a tag reader, the user's location in the workplace or in the store is detected, the database is referenced based on the information on the user's location, and the user's location is A corresponding operating condition is selected, and an incoming response for this operating condition is registered in the telephone exchange.
This eliminates the need for the user himself / herself to register (or cancel) incoming call response setting information on the telephone exchange side, and automatically selects and sets an appropriate incoming call response operating condition according to the user's location. Therefore, the user can use the missed call automatic answering service without performing a troublesome setting / releasing operation on the telephone exchange.

  In the absence answering automatic answering system of the present invention, it is not necessary for the user himself to register (or cancel) the setting information of the answering answer on the telephone exchange side, and an appropriate answering answer automatically according to the user's location situation. Therefore, the user can use the missed call automatic answering service without performing a troublesome setting / releasing operation on the telephone exchange.

Next, the best mode for carrying out the present invention will be described with reference to the drawings.
FIG. 1 is a diagram for explaining the outline of the absence answering automatic answering system of the present invention.
The missed call automatic answering system of the present invention links RFID technology and telephone technology, and activates / deactivates the missed call automatic answering service based on the location information (scan area) of the sales representative (user) and the set time. Activating incoming call transfer by automatization or user settings, and enabling transfer to another telephone (for example, a mobile phone terminal) that enables a call with an employee instead of a fixed telephone set in a store .

  As shown in FIG. 1A, telephone contact is possible while the RFID reader 10 held by a person in charge (user) is scanned by the tag reader 20 during business hours. Further, if the person in charge shown in FIG. 1B is absent and the RFID tag 10 is not scanned, it is determined that the person in charge cannot be contacted, and the absence answering automatic answering service or call forwarding is activated. .

  In addition, as shown in FIG. 1C, in non-business hours B and C, the absence response by the answering machine is activated, and the announcement (guidance) of the absence response is performed. During business hours A, the absence response by the answering machine becomes inactive, and if the person in charge is not present during the business hours, it is possible to transfer the incoming call based on the setting.

  Application examples are shown below. Basically, the cases to be applied are considered to be different depending on the introducing company / store, so the patterns assumed in each example are also listed.

  As an example 1, if a salesperson is scanned before business hours, pattern 1 is deactivated (cancelled) as an unattended incoming call automatic answering service because it is possible to be contacted before business hours. Alternatively, as pattern 2, there is a person in charge, but the activated state of the automatic answering service when there is no call is continued according to business hours.

  As an example 2, if the salesperson is not scanned before business hours, pattern 1 will deactivate the automatic answering service when there is no salesperson at the moment the business hours are reached. To do). Alternatively, as a pattern 2, if the person in charge does not come even when business hours are reached, the missed call automatic answering service continues to be activated until it is scanned (as registered).

  As an example 3, when a sales person is scanned outside the business hours, as the pattern 1, since the contact can be made outside the business hours, the automatic answering service inactive state during the absence is continued. Alternatively, as the pattern 2, at the moment when it is out of business hours, even when there is a sales representative, the automatic answering service for incoming calls is activated.

  As an example 4, if the sales person is not scanned outside the business hours, it is out of business hours, so the automatic answering service activation registration for absence is performed (if already activated, the activation state is changed). continue).

  As an example 5, when a salesperson is scanned during business hours, it is within business hours, and therefore, an automatic answering service for missed calls is registered (if it has already been deactivated, it is deactivated) Continue state).

As an example 6, sales if the sales person has not been scanned in time, as a pattern 1, because of the situation can not contact with salespeople, until it is scanned, missed an incoming call automatic response service activity Register. Alternatively, as pattern 2, incoming call transfer activation registration is performed to transfer to a mobile phone or the like that can be contacted with a sales representative.

FIG. 2 is a diagram showing an example of the overall configuration of the missed call automatic answering system of the present invention.
In FIG. 2, a store clerk (user) 2 located in a store (or workplace) 1 holds an RFID tag 10. In the store 1, one or more tag readers 20 and 21 are installed. The tag readers 20 and 21 scan the RFID tag 10 held by the store clerk 2. In this case, the tag reader 20 can be used as an in-store detection tag reader provided in the store, and the tag reader 21 can be used as an out-of-store detection tag reader provided at a location where a store clerk goes out of the store (for an application example in this case). Will be described later).

  In the store 1, a PC (personal computer, server, etc.) 40 is installed. The PC 40 is connected to the tag reader 20 by a reader adapter (not shown), and is connected to a telephone network by a gateway (GW) 60. The telephone exchange 100 is connected.

  In such a configuration, the tag reader 20 scans the RFID tag 10 held by the store clerk (for example, every second), and transmits the scan result to the PC 40. The PC 40 has application software (telephone APL) for telephone (incoming response) and tag reader application software (reader APL) 41 for tag reader control. With these application softwares, a tag reader information aggregation function 42, an operation condition setting function unit 43, an operation condition determination function unit 44, a telephone exchange registration function unit 45, and the like are provided in the PC 40 as basic functions.

A tag reader information aggregating function unit (tag reading unit) 42 receives information on the RFID tag 10 scanned by the tag readers 20 and 21 from the tag readers 20 and 21 and acquires information on the location of the user in the store 1. It is.
The operation condition setting function unit (operation condition setting means) 43 is a function unit that sets in advance the operation condition (operation type) of the incoming call response of the telephone in the database 50 in association with the location of the user in the workplace or in the store. is there.

  The operation condition determination function unit (operation condition determination means) 44 refers to the database 40 based on the user location information acquired by the tag reader information aggregation function unit 42 and determines the operation condition (operation type) of the incoming call response. It is a functional part to do.

  The telephone exchange registration function unit (telephone exchange registration means) 45 is a functional part that registers the incoming response of the operation condition determined by the operation condition determination function unit 44 in the telephone exchange 100. The telephone exchange registration function unit 45 sets and registers the incoming response of the selected operation condition with respect to the telephone exchange 100 via the gateway (GW) 60. For example, registration of activation, deactivation, incoming call forwarding, etc. of an automatic answering service when there is no call is performed.

  The telephone exchange 100 also has an incoming call response control function (incoming response control means) 110. The incoming call response control function 110 automatically responds to incoming calls in the activated state (incoming call transfer or guidance response). For incoming calls in the inactive state, normal routing processing is performed.

  FIG. 12 is a diagram illustrating a configuration example of an RFID tag. The RFID tag 10 shown in FIG. 12 is an example of an active RFID (Radio Frequency Identification) with a built-in battery. The RFID tag 10 includes an antenna 11 and an IC chip unit 12 including an IC chip and peripheral circuits. It is embedded and communicates with the tag reader 20 using electromagnetic waves as a medium (for example, communicates every few seconds).

  In the IC chip unit 12, a power supply unit 13, a transmission / reception unit 14, a control unit 15 including a CPU, and a storage unit 16 including a ROM and a RAM are provided. The power supply unit 13 is a battery, and the transmission / reception unit 14 is a processing unit that transmits / receives data to / from the tag reader 100 using electromagnetic waves. The control unit 15 controls the overall operation of the IC chip unit 12. The storage unit 16 stores an identification code (ID) of the RFID tag 10 and processing programs and data necessary for realizing the function of the RFID tag 10. FIG. 12 shows an active RFID tag with a built-in battery, but a passive RFID tag without a built-in battery may be used.

[Explanation of registration processing method to the telephone exchange according to the tag reader detection status]
First, the registration operation to the telephone exchange 100 corresponding to the detection status (for example, date and time, scan result, etc.) of the RFID tag 10 in the automatic answering system when there is no call of the present invention will be described.
FIG. 3 is a diagram illustrating an example of a detection status of an RFID tag and a registration method in a telephone exchange.
Referring to FIG. 3, when an RFID tag held by a store clerk or the like is detected by tag reader 20, tag reader 20 transmits a tag detection notification to PC 40 (step S11). When receiving the tag detection notification, the PC 40 refers to the option operation table shown in FIG. 4 and selects activation / deactivation of the missed incoming call automatic answering service unit (which may be incoming call forwarding). In the case of tag detection, deactivation is selected, and a signal INVITE (a signal for setting deactivation of the automatic answering service when there is no call) is transmitted to the gateway (GW) 60 (step S12). The gateway 60 transmits a signal SETUP to the telephone exchange 100, and deactivates the missed call automatic answering service by the telephone exchange 100 (step S13).

  If the tag reader 20 does not detect an RFID tag held by a store clerk or the like, the tag reader 20 transmits a tag non-detection notification to the PC 40 (step S21). Upon receiving the tag non-detection notification, the PC 40 refers to the option operation table shown in FIG. 4 and selects activation / deactivation (may be an incoming call transfer) of the missed incoming call automatic response service. If the tag has not been detected, activation is selected, and a signal INVITE (a signal for setting activation of the absence answering automatic response service) is transmitted to the gateway (GW) 60 (step S22). The gateway 60 transmits a signal SETUP to the telephone exchange 100 and activates the absent call automatic answering service (step S23). When activating the absent call automatic answering service, a SETUP signal including the announcement number of the announcement table is transmitted to the telephone exchange 100.

  FIG. 4 is a diagram showing an optional operation table, which is a diagram showing examples of RFID tag detection statuses and service setting types (operation conditions). The patterns shown in Examples 1 to 6 are arranged. Is shown in a table. As shown in FIG. 4, the missed call automatic response service can be set in various forms according to the detection status of the RFID tag and the detected time.

  In FIG. 4, “notification content” is RFID tag detection information notified to the PC 40 by the tag reader 20, and may be detected or not detected. “Detection time” is the time when an RFID tag is detected, and there are business hours and non-business hours. The validity of “option” indicates that the person in charge (such as a store clerk holding the RFID tag) is handled, and the invalidity of “option” indicates that the person in charge is not present. “Missed call automatic answering service” sets activation / deactivation of a missed call automatic answering service. In “incoming call handling”, incoming call, incoming call transfer, and announcement (guidance) are set. The incoming call transfer indicates that an incoming call transfer operation to a mobile phone or the like is performed when the person in charge is in a tag non-detected state (person in charge absence detection state).

  FIG. 5 is a diagram showing a control flow of the PC. The processing shown in FIG. 5 is the most basic processing when registering the operating conditions (for example, guidance, incoming call transfer, etc.) of the missed incoming call automatic response service in the telephone exchange 100 in accordance with the detection status of the RFID tag. It shows the flow. Hereinafter, the flow of the processing will be described with reference to FIG.

  First, the tag reader 20 scans the RFID tag 10 (step S101). When the RFID tag 10 is detected (for example, when there is a store clerk in the store), it is determined whether the current date and time is within business hours by referring to the database 50 using the current date and time information as an index input (index). (Step S102). If it is within business hours, the process is terminated (step S103), and an incoming call is made. If it is outside business hours, the process proceeds to step S107.

  If it is determined in step S102 that the RFID tag detection time is outside business hours and the process proceeds to step S107 (when a store clerk or the like is present), in step S107, the database 50 is referred to and information on the operating conditions and the guidance number ( Guidance number) information is obtained, and the operating conditions are determined. If no operation condition (operation type of incoming call, incoming call transfer operation, or guidance operation) is designated, the process ends (step S108). If the guidance operation is designated as the operation condition, the guidance activation setting information is transmitted to the gateway (GW) 60, and guidance activation processing is performed on the telephone exchange 100 (step S1). S109).

  Returning to step S101, when the RFID tag 10 is not detected by scanning the RFID tag 10 (for example, when there is no store clerk in the store), the database 50 is referred to for information on the operating conditions and the guidance number ( Guidance number) information is acquired, and the operating condition is determined (step S104).

  Then, if operating conditions (for example, incoming call transfer) are designated, incoming call transfer setting information is transmitted to the gateway (GW) 60, and an incoming call transfer activation process is performed on the telephone exchange 100 ( Step S105). If guidance is specified as an operation condition, guidance activation setting information is transmitted to the gateway (GW) 60, and guidance activation processing is performed on the telephone exchange 100 (step S106). ).

[Explanation of processing of incoming calls depending on the state of registration in the telephone exchange]
Next, the relationship between the registration state in the telephone exchange 100 (setting state of incoming call response by the user) and the incoming call processing operation will be described.
FIG. 6 is a diagram showing an example of the setting state of the telephone exchange and processing of an incoming call. In FIG. 6, when the absent call automatic answering service in the telephone switch 100 is inactive, normal routing processing is performed, and the call from the caller 31 is notified to the telephone switch 100 as a SETUP signal (step S31). The telephone exchange 100 notifies the fixed telephone 32 via the gateway (GW) 60 as an INVITE signal (steps S32 and S33).

  When the automatic answering service for absent calls in the telephone exchange 100 is active, the call from the caller 31 is notified to the telephone exchange 100 as a SETUP signal (step S41), and the telephone exchange 100 returns an absence response to the caller 31. (Step S42).

  When the absence answering automatic answering service in the telephone exchange 100 is the incoming call transfer, the outgoing call from the caller 31 is notified to the telephone exchange 100 as a SETUP signal (step S51), and the telephone exchange 100 sends the mobile phone 3 as the transfer destination. (Step S52).

[Explanation of relationship between tag reader scan time and person scan result]
Next, an example of a method for setting the operation type (operation condition) corresponding to the scan time and scan result of the RFID tag 10 by the tag reader 20 will be described.

  FIG. 7 is a diagram illustrating an example of an operation correspondence table in which operation conditions are set according to scan time and a person-in-charge scan result. Example of setting operation conditions in the absence of business hours, absence of business hours, and holidays. Is shown.

  In FIG. 7, pattern 1 indicates that guidance processing (for example, answering machine) corresponding to absence is used as an action type (operation condition) when the absence of a person in charge (such as a store clerk) is detected by a person-in-charge scan during business hours. Message) or call forwarding.

  For pattern 2, if the absence of a person in charge is detected by a person-in-charge scan outside business hours, processing corresponding to outside business hours (for example, a message for business hours outside) or call forwarding is set as the operation type. To do.

  In the case of a holiday, regardless of the result of the person-in-charge scan, the pattern 3 sets a process corresponding to a holiday (for example, a message for a holiday) or an incoming call transfer as the operation type.

  Note that the calendar information (business hours table) is checked every day at midnight on holidays, and if it is a holiday, the registration operation to the telephone exchange is automatically performed. This eliminates the need for the user to perform telephone operations on the telephone exchange 100. The guidance content can be dynamically changed by the user specifying conditions in advance. For example, call forwarding can be set when scanning is not performed several times during business hours.

FIG. 8 is a diagram showing a control flow of the PC for determining holidays and weekdays. Hereinafter, the flow of the process will be described with reference to FIG.
In the PC 40, every day at midnight (step S201), the database 50 is referred to, using the date as an index, the type corresponding to this date (for example, holiday, weekday, etc.), and operating condition setting information (for example, incoming call transfer) , Guidance, etc.).

  Then, it is first determined whether it is a holiday or a weekday (step S202). If it is a weekday, the process is terminated (step S203). In the case of a holiday, the setting contents of the operating conditions are determined (step S204). If it is determined that the incoming call is transferred, the call transfer activation process for the telephone exchange 100 is performed via the gateway (GW) 60 (step S205). .

  In Step S204, when it is determined that the setting content of the operating condition is guidance, the database 50 is referred to, the guidance No is acquired, and when it is determined that the guidance No indicates a closed message (Step S206), the gateway Through the (GW) 60, a process for activating the guidance for absence from the telephone exchange 100 is performed (step S207). In step S206, if the guidance No. setting is continued (no change), the process ends.

[Explanation of actions linked to the number of shop assistants going out]
Next, the operation | movement linked with the number of going out of a salesclerk in the absent call automatic answering system of this invention is demonstrated. In this example, an in-store detection tag reader provided in a store (or a workplace) and an out-of-store detection tag reader provided in a place where a store clerk goes out of the store are used. In addition, the detection information of the in-store detection tag reader and the detection information of the out-of-store detection tag reader are monitored by the PC 40, and going out of the store clerk is detected by combining both pieces of information.

  In this example, when the store clerk goes out of the store (the store detection tag reader scans the store clerk), and no one in the store is in the store, the absence guidance (answer message) is used for crime prevention. ) Is not preferable, so that no one can continue to scan with the in-store detection tag reader, and only if the store clerk goes through the out-of-store detection tag reader, the guidance cannot be answered (message not available) Automatically change to However, if all the store clerk does not go through the out-of-store detection tag reader, it changes to guidance for absence after a certain interval.

FIG. 9 is a diagram showing a control flow of the PC interlocked with the store clerk going out. Hereinafter, the flow of the process will be described with reference to FIG.
First, the tag reader scans the RFID tag (step S301). Then, it is determined whether or not the out-of-store detection tag reader for detecting going out has scanned (detected) the RFID tag (step S302).

  If it is determined in step S302 that the out-of-store detection tag reader has not detected the RFID tag, the current remaining number of store clerk is determined (step S303). In this case, when it is determined that the number of remaining clerk is 0 (zero), a setting process for activating an absence guidance (an absence message) is performed on the telephone exchange 100 via the gateway (GW) 60 ( Step S304). If it is determined that the number of remaining clerk is 1 or more, the process is terminated and a normal incoming call is performed (step S305).

  If it is determined in step S302 that the out-of-store detection tag reader has detected the RFID tag, the number of out-going detections is subtracted from the number of store clerk (the number of store clerk in the current store) (the number of store clerk minus the number of store clerk out) The number of salesclerks is obtained and the number is determined (step S306). In this case, if the remaining number of store clerk is 0 (zero), a setting process for activating a response impossible guidance (response impossible message) to the telephone exchange 100 via the gateway (GW) 60 is performed (step S1). S307). For example, guidance such as “Currently unable to answer the call. Please try again later.”

  If it is determined in step S306 that the number of remaining salesclerks is 1 or more, the RFID tag is scanned again by the in-store detection tag reader after the designated time has elapsed (step S308) (step S309). If it is detected (when someone is in the store), the process is terminated and a normal incoming call is made (step S310).

  In addition, in step S309, if the RFID tag cannot be detected by the in-store tag reader, that is, if there are remaining clerk but not in the store (for example, going to the toilet etc.), the gateway ( A setting process for activating the absence guidance (answer message) is performed for the telephone exchange 100 via the (GW) 60 (step S311).

[Explanation of giving priority to RFID tag]
Next, since each store clerk owns an RFID tag, an example will be described in which priority is given to the RFID tag and guidance / incoming transfer can be performed in units of the RFID tag.
This gives priority to RFID tags, and activates guidance / call transfer even when a store clerk (for example, store manager) treated as a priority is not scanned (detected) or when there is a store clerk. For example, in a store operated by a store manager and a part-time job clerk, if an important phone call is promised in advance by the customer, the part-time job clerk does not accept the incoming call, but instead calls the store manager's own phone. Make it forward.

  FIG. 10 is a diagram showing a control flow of the PC linked with the priority order of the RFID tag. Hereinafter, the processing flow will be described with reference to FIG.

  First, the tag reader 20 scans the RFID tag 10 (step S401). Then, it is determined whether the important user (for example, store manager) is out of service area (cannot be scanned with a tag reader) (step S402). If it is determined that the important user is not out of the service area, the process is terminated and the incoming call is accepted (step S403).

  If it is determined in step S402 that the important user is out of the service area, the database 50 is referred to, the setting contents of the operation condition corresponding to the case where the important user is out of service area are read, and the setting contents are determined (step). S404). If it is determined in step S404 that the setting content is call transfer, setting processing for activating call transfer is performed on the telephone exchange 100 via the gateway (GW) 60 (step S405).

  If it is determined in step S404 that the operating condition has not been set, the number of shop assistants remaining in the store is determined (step S406). If the remaining number of shop assistants is 1 or more, the process is terminated and the incoming call is accepted (step S407).

  If it is determined in step S406 that the number of remaining salesclerks is 0 (zero), the database 50 is referred to, the set guidance number is read, the set content is determined (step S408), and the response impossible guidance is set. If so, a setting process for activating the response impossible guidance for the telephone exchange 100 is performed via the gateway (GW) 60 (step S409). If the absence guidance is set, a setting process for activating the absence guidance is performed on the telephone exchange 100 via the gateway (GW) 60 (step S410).

[Description of database configuration example]
Next, a configuration example of a database used in the PC (or server) 40 of the absence answering automatic answering system of the present invention will be described. FIG. 11 is a diagram illustrating a configuration example of the database 50. The business hours table 51 in the database 50 records information on start business hours, end business hours, and closed days.

  In the option operation table 52, information on presence / absence of detection of RFID tag, detection time, option validity / invalidity, activation / deactivation of missed call automatic answering service, and incoming call handling information are recorded (see FIG. 4). . In the operation correspondence table 53, information on priority operations (incoming call transfer / answering guidance) of patterns 1 to 3, an announcement number outside business hours, an announcement number when inactive during business hours, and the like are recorded (see FIG. 7).

  In the forwarding destination table 54, information on the incoming forwarding destination address (mobile number, PHS number, IP telephone number, etc.) is recorded. In the absence determination number table 55, information on the number of steps is recorded in order to determine the absence. Based on the information on the number of scans, it is recognized as absent when the number of scans exceeds the number of scans.

  The priority RFID tag 56 has a tag ID (when a tag ID is registered here, guidance / incoming transfer is valid only in the scan state of the tag ID. The out-of-store detection tag reader is information on the tag reader ID for out-of-store detection. Yes (by registering the ID of the tag reader here, the store clerk who has passed the tag reader and is no longer scanned is treated outside the store).

  As mentioned above, although the embodiment of the missed call automatic answering system of the present invention has been described, according to the present invention, the time information and the position of the person by the location information of the store clerk using the RFID tag and the missed call automatic answering service control method Proper routing using information becomes possible.

  In addition, since the absence answering automatic answering system according to the present invention has a function of grasping the position information of the store clerk (user) by the RFID tag, attendance management can be performed at the same time. Since some companies perform time management using time cards, time management using the present invention becomes possible.

  It can also be linked with information appliances. For example, when an in-store light is turned off, the guidance / call transfer is made effective in response to that. On the other hand, there is a usage method in which guidance / call transfer is disabled when a light in the store is turned on. Furthermore, when the car and the owner have an RFID tag, and the car moves, a combination of the car and the owner's RFID tag can be used to call the owner when leaving the tag reader.

  The embodiment of the present invention has been described above. However, the absence answering automatic answering system of the present invention is not limited to the above illustrated example, and various modifications can be made without departing from the gist of the present invention. Of course, it can be added.

  In the present invention, it is not necessary for the user himself to register (or cancel) the setting information of the incoming call response on the telephone exchange side, and appropriate setting information is automatically registered according to the user's situation, and the automatic answering service is provided. Therefore, the present invention is useful for a missed call automatic answering system, a missed call automatically answering method, and the like.

It is a figure for demonstrating the outline | summary of the absent call automatic answering system of this invention. It is a figure which shows the example of whole structure of the incoming call automatic answering system of this invention. It is a figure which shows the example of the detection status of a RFID tag, and the registration method to a telephone switchboard. It is a figure which shows an option operation | movement table. It is a figure which shows the control flow of PC. It is a figure which shows the example of the setting state of a telephone switch, and the process of an incoming call. It is a figure which shows the example of the operation | movement corresponding | compatible table by a scanning time and a person in charge scanning result. It is a figure which shows the control flow of PC which determines a holiday and a weekday. It is a figure which shows the control flow of PC linked | linked with the salesclerk going out. It is a figure which shows the control flow of PC linked | linked with the priority of an RFID tag. It is a figure which shows the structural example of a database. It is a figure which shows the structural example of a RFID tag. It is a figure which shows the example of the fixed message prepared in the conventional missed call automatic response system.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Store 2 Sales clerk 3 Mobile phone 10 RFID tag 20, 21 Tag reader 31 Caller 32 Fixed telephone 40 PC
42 Tag Reader Information Aggregation Function Unit 43 Operation Condition Setting Function Unit 44 Operation Condition Determination Function Unit 45 Telephone Exchange Registration Function Unit 50 Database 51 Business Hours Table 52 Optional Operation Table 53 Operation Correspondence Table 54 Transfer Destination Table 55 Absence Judgment Count Table 56 Priority RFID Tag 57 Out-of-store detection tag reader 60 Gateway (GW)
100 Telephone switch 110 Incoming response control function section

Claims (7)

A missed call automatic answering system for answering a missed call instead of a user absent phone,
Tag reading means for reading the information of the RFID tag held by the user and detecting the location of the user in the workplace or in the store;
In association with the location of the user in the workplace or in the store, an operation condition setting means for previously setting the operation condition of the incoming call response of the telephone in the database;
Based on the information on the user's location status by the tag reading means, referring to the database, the operating condition determining means for determining the operating condition of the incoming call response;
An incoming call response control means for automatically responding to an incoming call according to the operating condition determined by the operating condition determining means ,
Priorities are given to the RFID tags,
The database includes
An operation table that sets operation conditions for incoming calls when a user with high priority is absent is recorded.
The operating condition determining means includes
As an operation condition when a user with a high priority is not detected by scanning the user's RFID tag with the tag reading means and referring to the database when an RFID tag held by a user with a high priority is not detected, If call forwarding is set, means to set the call response to do call forwarding,
If incoming call forwarding is not set as an operating condition when there is no user with high priority, the number of store clerk in the store is determined. If the number of store clerk is 1 or more, the incoming call is accepted and the number of store clerk is 0 (zero) ), A means for setting an incoming call response so that a response is made by an unacceptable message or an absence message.
A missed call automatic answering system characterized by comprising: A missed call automatic answering system that makes a telephone switchboard answer a missed call instead of a telephone when a user is absent,
Tag reading means for reading the information of the RFID tag held by the user and detecting the location of the user in the workplace or in the store;
In association with the location of the user in the workplace or in the store, an operation condition setting means for previously setting the operation condition of the incoming call response of the telephone in the database;
Based on the information on the user's location status by the tag reading means, referring to the database, the operating condition determining means for determining the operating condition of the incoming call response;
A telephone exchange registration means for setting and registering an incoming call response based on the operating condition determined by the operating condition determination means with respect to the telephone exchange ;
Priorities are given to the RFID tags,
The database includes
An operation table that sets operation conditions for incoming calls when a user with high priority is absent is recorded.
The operating condition determining means includes
As an operation condition when a user with a high priority is not detected by scanning the user's RFID tag with the tag reading means and referring to the database when an RFID tag held by a user with a high priority is not detected, If call forwarding is set, means to set the call response to do call forwarding,
If incoming call forwarding is not set as an operating condition when there is no user with high priority, the number of store clerk in the store is determined. If the number of store clerk is 1 or more, the incoming call is accepted and the number of store clerk is 0 (zero) ), A means for setting an incoming call response so that a response is made by an unacceptable message or an absence message.
A missed call automatic answering system characterized by comprising: The types of operating conditions for incoming call response set in the database include at least call forwarding to other telephones and a setting for automatic response by guidance,
The guidance set in the database includes at least a non-business hours message, a non-business message, an absence message, and an unanswerable message when the telephone cannot be answered. Unanswered incoming call answering system. The database includes
A business hours table for determining whether the date and time is within business hours or not with respect to the date and time;
An operation table that sets the operating conditions for incoming calls that correspond to business hours and non-business hours;
Settings information and guidance for business hours and non-business hours are recorded.
The operating condition determining means includes
Means for scanning the user's RFID tag by the tag reading means, and when the RFID tag is detected, referring to the database and determining whether the scanned time is within business hours or outside business hours;
When the business hours are determined to be within business hours, an incoming call is accepted.When the business hours are determined to be outside business hours, the database is referred to and the operating conditions set for the business hours are determined. A means to accept incoming calls or to respond by guidance;
When the RFID tag of the user is scanned by the tag reading means and the RFID tag is not detected, the database is consulted and an incoming call is made according to the operation condition set in response to the RFID tag not being detected. Or a means for setting whether to forward a call or to respond according to guidance. 4. The missed call automatic answering system according to claim 3, The database includes
A business hours table for determining whether the date is a weekday or a holiday,
An operation table for setting operation conditions for incoming call response corresponding to holidays,
Setting information and guidance for holidays are recorded, and
The operating condition determining means includes
Means for referring to the database every day at midnight and determining whether the day is a holiday;
Means for referring to the database when the day is a holiday, and for setting whether to transfer a call according to the operating conditions set corresponding to the holiday or to respond by a guidance corresponding to the holiday. The missed call automatic answering system according to claim 3 or 4, further comprising: A missed call automatic answering method in a missed call automatic answering system for answering a missed call instead of a telephone when a user is absent,
By the computer in the missed call automatic answering system,
A tag reading procedure for reading the information of the RFID tag held by the user and detecting the location of the user in the workplace or in the store;
In association with the location of the user in the workplace or in the store, an operating condition setting procedure for setting the operating condition of the incoming call response of the telephone in the database in advance,
Based on the information on the user's location by the tag reading procedure, referring to the database, an operating condition determining procedure for determining an operating condition of an incoming call response;
An incoming call response control procedure for automatically answering an incoming call is performed according to the operating condition determined by the operating condition determining procedure ,
Priorities are given to the RFID tags,
The database includes
An operation table that sets operation conditions for incoming calls when a user with high priority is absent is recorded.
In the operating condition determining means,
As an operation condition when a user with a high priority is not detected by scanning the user's RFID tag with the tag reading means and referring to the database when an RFID tag held by a user with a high priority is not detected, If call forwarding is set up, set up a call response to do call forwarding,
If incoming call forwarding is not set as an operating condition when there is no user with high priority, the number of store clerk in the store is determined. If the number of store clerk is 1 or more, the incoming call is accepted and the number of store clerk is 0 (zero) ), The procedure for setting an incoming call response to respond with a message that cannot be answered or an answering message and
Missed incoming call automatic response wherein the Rukoto been conducted. A missed call automatic answering method in a missed call auto answering system that makes a telephone switch perform a missed answer instead of a telephone when a user is absent,
By the computer in the missed call automatic answering system,
A tag reading procedure for reading the information of the RFID tag held by the user and detecting the location of the user in the workplace or in the store;
In association with the location of the user in the workplace or in the store, an operating condition setting procedure for setting the operating condition of the incoming call response of the telephone in the database in advance,
Based on the information on the user's location by the tag reading procedure, referring to the database, an operating condition determining procedure for determining an operating condition of an incoming call response;
A telephone exchange registration procedure for setting and registering an incoming call response based on the operational conditions determined by the operational condition judgment procedure in the telephone exchange ;
Priorities are given to the RFID tags,
The database includes
An operation table that sets operation conditions for incoming calls when a user with high priority is absent is recorded.
In the operating condition determining means,
As an operation condition when a user with a high priority is not detected by scanning the user's RFID tag with the tag reading means and referring to the database when an RFID tag held by a user with a high priority is not detected, If call forwarding is set up, set up a call response to do call forwarding,
If incoming call forwarding is not set as an operating condition when there is no user with high priority, the number of store clerk in the store is determined. If the number of store clerk is 1 or more, the incoming call is accepted and the number of store clerk is 0 (zero) ), The procedure for setting an incoming call response to respond with a message that cannot be answered or an answering message and
Missed incoming call automatic response wherein the Rukoto been conducted.

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