JP4502835B2 - Mobile communication system and mobile phone notification method used therefor - Google Patents

Description

  The present invention relates to a mobile communication system and a mobile phone notification method used therefor, and more particularly to a method of pushing arbitrary information from a call center to a customer's mobile phone.

  Conventionally, call centers including contact centers sometimes provide services using other media in addition to voice to customers who can use personal computers and the Internet. The service is, for example, a TV (TV) phone. In this case, a visual service is provided by sound and images.

  Also, if the customer's personal computer has the web conference client software installed, the customer can share the screen of the personal computer while the operator is communicating with the operator, and the operator is running on the customer's personal computer. Arbitrary software can be controlled remotely.

  On the other hand, with the widespread use of mobile phones, the main role of telephone use has shifted from fixed phones to mobile phones, so it is also desirable to be able to provide multimedia services to mobile phones from call centers. . Most mobile phones have a function to use mobile mail such as e-mail and short message service (Short Message Service) and the Web (Web), so it is possible to push arbitrary information using these functions. If possible, the multimedia service as described above can be realized (see, for example, Patent Document 1).

  An electronic mail is a means for pushing arbitrary information other than voice from the operator to the mobile phone. The electronic mail service on the Internet and the mobile mail service are interconnected via a mobile phone operator's mail gateway. The electronic mail service on the Internet uses a communication protocol called SMTP (Simple Mail Transfer Protocol), but the mail gateway transfers the electronic mail on the Internet with a communication protocol more suitable for the mobile phone.

  There are two ways to push arbitrary information using email. The first way is to attach a photo or video to the email. The second method is to describe a hyperlink indicating the address of the web page intended by the sender in the e-mail itself. In the case of the second method, when the recipient clicks on the hyperlink indicated on the mobile mail, the web browser is activated and the web page pointed to by the hyperlink can be displayed.

  When a customer calls a call center with a mobile phone, the operator can use email to push any information to the busy customer. Arbitrary information other than voice is additional information to the customer. However, this has a problem as described later, and the above push service is not realized.

JP 2003-125451 A

  In the above-described conventional mobile communication system, the caller ID of a call that has reached the call center can be known by using the caller ID notification function of the communication carrier that provides the mobile phone service. (I.e., the phone address) usually does not match the mobile phone's mobile mail address.

  The call center operator can obtain the mobile mail address of this mobile phone by searching for the mobile mail address from the customer database by calling out the mobile mail address from the customer during the call or using the caller ID as a key. unknown. However, with the former method, it is common for customers to hesitate to tell the operator their mobile mail address due to security and privacy issues. In the latter method, a mobile mail address may not be registered.

  Some mobile phones have a short message function. Short message service has less delay than e-mail, and a telephone number is used as the address of short message service. Therefore, if the short message service is used as a mobile mail, the above problem seems to be solved, but the above problem cannot be solved because there is actually a limitation that communication can be performed only between mobile phones.

There were times when cell phone operators offered a service that could connect short message service and e-mail on the Internet, but the problem was suspended because the problem of junk mail became serious. ing.
That is, in the conventional mobile communication system, since the telephone address and the mobile mail address are set separately, the above push service cannot be realized.

  In addition, in a conventional mobile communication system, when an email is sent as a mobile mail to a mobile phone via a mail gateway, a large delay may occur depending on the situation. The above-described push service cannot be realized because the user waits for a long time until the e-mail arrives.

  Normally, the mobile mail system of mobile phones is not designed with real-time reachability, and the system is congested due to the effects of other spam mails and a large delay occurs before the mobile mail reaches the other party. There is. This may be reached in a fairly short time, but is not always guaranteed to be so.

  This problem may be solved by giving priority to the mobile mail system for a specific sender. However, a delay of a few seconds still occurs. This is because SMTP, which is a communication protocol for electronic mail, is not a specification that is conscious of real-time transfer of electronic mail. Mobile mail can transfer messages with a very small delay if short messages are used.

  Furthermore, since spam mail has become a social problem, there are not a few mobile phone subscribers who refuse to receive mobile mail from a specific sender or domain. Mobile email is not the best way to push

  The above three problems can be easily solved by making the telephone multimedia and standardizing its specifications. However, even if the telephone service is converted to an IP (Internet Protocol) telephone, a standardized multimedia interactive communication service other than voice has not been realized.

  As a background that is difficult to standardize, the communication protocol of the telephone service has not been unified [PSTN (Public Switched Telephony Network), ISDN (Integrated Services Digital Protocol), SIP (Session Initiated Protocol CP). ITU-T (International Telecommunication Union-Telecommunication Standardization Sector). 323, etc.).

  It is difficult to unify communication protocols because of political problems in the telephone service business and technical problems such as VoIP (Voice over Internet Protocol) overhead being uneconomical in mobile communications. There is also a problem that security realized by PSTN or ISDN, for example, an emergency call cannot be realized by a standardization delay in SIP-based IP phone service. Currently, from the viewpoint of profitability and security of telephone services, there is a reality that PSTN and ISDN are still used as a network that mediates communication protocols that are not unified.

  Furthermore, in the conventional mobile communication system, when pushing arbitrary information, if the data size is large, the packet communication charge corresponding to it is high, and the burden on the customer who called the call center cannot be ignored. The above problem arises. A call center is often provided by a toll-free service, but if a large data size is received from the call center, there is no point in paying a high communication fee.

  Due to the above problems, a service for pushing arbitrary information during a call from a call center to a customer's mobile phone has become unrealistic. These problems cannot be solved even by the technique described in Patent Document 1.

  Accordingly, an object of the present invention is to provide a mobile communication system capable of solving the above problems and pushing any information other than voice to a customer's mobile phone during a call from a call center and a mobile phone notification method used therefor There is to do.

  Another object of the present invention is a mobile communication system capable of solving the above problems and realizing an option capable of pushing any information other than voice with a lower delay, and a mobile phone notification method used therefor Is to provide.

  Another object of the present invention is to provide a mobile communication system capable of eliminating the above-described problems and maintaining the security and privacy of mobile mail and a mobile phone notification method used therefor.

  Still another object of the present invention is to solve the above-mentioned problems, and to use the mobile communication system capable of receiving information pushed from a call center to a customer's mobile phone without worrying about communication charges. It is to provide a mobile phone notification method.

A first mobile communication system according to the present invention is a mobile communication system including a center device capable of making a voice call from a mobile phone,
Said center device and the session-oriented mobile email gateway to push the arbitrary information as destined for the telephone number of the mobile phone during or call connection by telephone when any information other than sound from the center apparatus is pushed Prepared ,
The session-oriented mobile mail gateway transmits arbitrary information pushed from the center device to the mobile phone by mobile mail including at least an electronic mail and a short message service .

In the second mobile communication system according to the present invention, in the interface for pushing information from the center device, the information push communication protocol is performed by SIP (Session Initiation Protocol),
The session-oriented mobile mail gateway transmits an information push from the center device to the mobile phone using the short message service.

  The third mobile communication system according to the present invention charges the center device side when transmitting arbitrary information pushed from the center device to the mobile phone by the mobile mail.

  The fourth mobile communication system according to the present invention charges the download to the center device when the web content indicated by the arbitrary information pushed from the center device is downloaded.

A first mobile phone notification method according to the present invention is a mobile phone notification method used in a mobile communication system including a center device capable of making a voice call from a mobile phone,
Session-oriented mobile email gateway, push the arbitrary information as destined for the telephone number of the mobile phone during or call connection by said center device and the telephone when any information other than sound from the center apparatus is pushed the process of running,
The session-oriented mobile mail gateway transmits any information pushed from the center device to the mobile phone by mobile mail including at least an electronic mail and a short message service .

In the second mobile phone notification method according to the present invention, in the interface for pushing information from the center device, a communication protocol of the information push is performed by SIP (Session Initiation Protocol),
The session-oriented mobile mail gateway transmits an information push from the center device to the mobile phone using the short message service.

  The third mobile phone notification method according to the present invention charges the center device when transmitting any information pushed from the center device to the mobile phone by the mobile mail.

  In the fourth mobile phone notification method according to the present invention, when the web content designated by the arbitrary information pushed from the center device is downloaded, the center device is charged for the download.

  That is, in the mobile communication system of the present invention, any information other than voice is addressed to the customer's telephone number from the operator side to the customer who calls a call center or contact center (hereinafter collectively referred to as a call center) with a mobile phone. It has a feature that it can be pushed as a destination and can be charged to the operator side when arbitrary information is pushed. There is a risk of causing problems such as junk e-mail because the telephone number is the destination, but the present invention also has a feature that information push from the call center is permitted only to the mobile phone in a call. ing.

  More specifically, in the mobile communication system according to the present invention, arbitrary information is pushed to a mobile phone carrier's network from a call center to a customer who is making a call with a telephone number (customer's caller number) as a destination address. A session-oriented mobile mail gateway, which is a possible system, has been newly established. This session-oriented mobile mail gateway enables the call center system to push information by using the mobile phone number as the destination, and the mobile phone and call center are connected to the phone or are talking by the filtering function. Thus, the call center is allowed to push arbitrary information to the customer's mobile phone, and this operation is session-oriented. Thereby, in the mobile communication system of the present invention, the first and third problems of the conventional problems described above can be solved.

  The mobile mail gateway is compatible with two methods that a mobile phone normally supports, e-mail and short messages on the mobile phone. The mobile mail gateway has a function of translating a telephone number into an address of an e-mail or a short message of the mobile telephone when the address of the mobile telephone is different from that of the mobile telephone. In the mobile mail gateway, when any information pushed from the call center system is transmitted to the mobile phone by mobile mail, reverse charging is applied to the mobile mail gateway so that the communication charge of this portion can be charged to the call center.

  In the mobile communication system of the present invention, a session-oriented mobile web gateway is newly provided. This session-oriented mobile web gateway is limited to mobile phones and call centers that are connected by telephone or during a call, and reverse charging is applied to the download of web content instructed by the call center from the mobile phone. Can be billed to the call center. By these, in the mobile communication system of the present invention, the fourth problem of the conventional problem described above can be solved.

  The second problem of the conventional problem described above is that the information push communication protocol is performed by SIP (Session Initiation Protocol) in the interface for pushing information from the call center, and the mobile mail gateway pushes information from the call center. Can be solved by sending a short message to the mobile phone.

  As described above, in the mobile communication system of the present invention, it is possible to push any information other than voice to the mobile phone with the caller number as the destination, so that the call center can call the customer's mobile phone during a call. Arbitrary information other than voice can be pushed.

  Further, in the mobile communication system of the present invention, an option combining SIP and a short message, which is a communication protocol with higher real-time property, can be selected when arbitrary information is pushed from the call center. An option that allows information to be pushed with lower latency becomes feasible.

  Furthermore, in the mobile communication system of the present invention, since the call center and the customer are allowed to push any information other than voice to the mobile phone with the caller number as the destination only during a call, the security of mobile mail And maintaining privacy.

  Furthermore, in the mobile communication system of the present invention, reverse charging is applied to the information push, so that the information pushed from the call center to the customer's mobile phone can be received without worrying about the communication fee. It becomes.

  The first mobile communication system of the present invention is configured and operated as described below, so that any information other than voice can be pushed to the customer's mobile phone during a call from the call center. can get.

  The second mobile communication system of the present invention is configured and operated as will be described below, thereby providing an option that can push any information other than voice with lower delay. Is obtained.

  The third mobile communication system of the present invention has an effect that the security and privacy of mobile mail can be maintained by adopting the configuration and operation as described below.

  The fourth mobile communication system of the present invention is configured and operated as described below to receive information pushed from the call center to the customer's mobile phone without worrying about the communication fee. The effect of being able to be obtained.

  Next, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing the configuration of a mobile communication system according to an embodiment of the present invention. 1, a mobile communication system according to an embodiment of the present invention includes a mobile phone 1, a telephone switch 2, a session-oriented mobile mail gateway 3, a call center system 4, an operator's telephone 5, and an operator PC (personal computer). ) 6, web server 7, session-oriented mobile web gateway 8, and billing server 9.

  In the present embodiment, it is assumed that the call center includes a contact center, and the mobile mail includes both the electronic mail of the mobile phone 1 and a short message service (SMS: Short Message Service). This is because the short message service is different from the e-mail of the mobile phone 1, but it looks like the same service when viewed from the user. Further, in the present invention, when only the term electronic mail is used, it refers to electronic mail on the Internet.

  In addition, the short message service has a difference in 3G (3rd Generation) schemes such as W-CDMA (Wideband-Code Division Multiple Access) and cdma2000 1x, and differences in specifications, schemes, and service names depending on mobile phone operators. In the present embodiment, all of these similar services are referred to as a short message service.

  Furthermore, in this embodiment, when the content on the web server 7 is viewed or downloaded from the mobile phone 1, charging the third party instead of the subscriber of the mobile phone 1 that downloaded the content is called reverse charging. I will decide. Furthermore, in mobile mail, charging not to the person who received the mobile mail but to the person who transmitted the mobile mail is also called reverse charging.

  The mobile phone 1 is a terminal used by a subscriber of a mobile phone operator, and this user uses the mobile phone 1 to make a call to a call center. The mobile phone 1 includes a mobile mail reception / display function 13 and a web browser function 11 in addition to a telephone function 12 as a basic function. The telephone exchange 2 is a device operated by a mobile phone operator for operating a mobile phone service.

  The call center system 4 is a device operated by the call center, and usually selects one of a plurality of operators according to a certain rule as a call to a representative number of the call center, and relays the call to that operator. The operator's telephone 5 cannot be called directly from the customer's mobile telephone 1, and the mobile telephone 1 and the operator's telephone 5 are connected only when relayed by the call center system 4. The operator operates the operator PC 6 in addition to the telephone 5 described above.

  The telephone switch 2 notifies the call center system 4 of the telephone number of the cellular phone 1 by the caller ID notification 102. Based on the caller number, the call center system 4 displays information about this customer on the customer support tool 61 of the operator PC 6 operated by the operator. From the customer support tool 61, information to be pushed to the customer can be browsed or selected from the web server 7 based on the information about the customer. This selected information is sent to the call center system 4 via the interface 104.

  When the information selected here includes a photo, video, etc. in addition to the text information, each HTTP (Hyper Text Transfer Protocol) URL (Uniform Resource Locator) of the photo or video on the web server 7 or a photo or video is included. The HTTP URL of the web page is sent to the call center system 4 through the interface 104.

  In addition to selecting information to be pushed from the web server 7, the customer support tool 61 can also push text, images, videos, etc. that are in the customer support tool 61 in advance. These are attached to an e-mail and sent to the call center system 4 via the interface 104. The call center system 4 sends any information pushed from the customer support tool 61 to the session-oriented mail gateway 3 by using the interface 105 as a communication protocol such as SMTP (Simple Mail Transfer Protocol) or SIP (Session Initiation Protocol).

  The session-oriented mail gateway 3 includes a filtering function 32 and a mobile mail gateway 31. The mobile mail gateway 31 transmits information input through the interface 105 to the mobile phone 1 through the interface 107 using a mobile mail communication protocol. The mobile mail gateway 31 counts the amount of mobile mail data transmitted to the mobile phone 1 via the interface 107, and notifies the charging server 9 of the amount of data subject to reverse charging via the interface 111.

  The mobile mail gateway 31 corresponds to two methods that the mobile phone 1 normally supports, e-mail and short message service on the mobile phone. The mobile mail gateway 31 has a function of translating the telephone number into those addresses when the address of the e-mail or short message of the mobile telephone 1 is different from the telephone number of the mobile telephone 1.

  The session-oriented mobile web gateway 8 is a web proxy that is interposed between the web server 7 on the Internet and the mobile phone 1. The session-oriented mobile web gateway 8 bridges the interface 107 and the interface 109. Communicate with an optimized communication protocol. The session-oriented mobile web gateway 8 includes a reverse billing processing unit 81, and transmits to the billing server 9 the amount of data downloaded for reverse billing to the call center operating company.

  The interface 101 is used to notify the session-oriented mobile mail gateway 3 of the telephone number of the mobile phone 1, that is, the calling party number, and the telephone number of the call center system 4, that is, the called party number, from the telephone exchange 2. These data are referred to in the filtering function 32 to determine whether an e-mail or SIP message from the interface 105 is related to the call session.

  The interface 106 is used to notify the session-oriented web gateway 8 of the telephone number of the cellular phone 1 and the HTTP URL extracted from the e-mail or SIP message from the session-oriented cellular mail gateway 3. These data are referred to by the reverse billing processing unit 81 to determine whether the web content downloaded to the mobile phone 1 through the interface 107 is related to the call session.

  In the mobile communication system according to an embodiment of the present invention, as described above, arbitrary information is used with the telephone number (customer caller ID) as the destination address from the call center to the customer who is talking to the mobile phone operator's network. A session-oriented mobile mail gateway 3 and a session-oriented mobile web gateway 8 are newly provided. The call center system 4 can push arbitrary information to the mobile phone 1 via the interface 105.

  The session-oriented mobile mail gateway 3 is connected to the call center system 4 via an interface 105. The interface 105 can be used only when a company operating the call center system 4 makes a contract with a mobile phone operator, and is not disclosed to non-contractors.

  The session-oriented mobile mail gateway 3 permits the information push signal requested from the call center system 4 via the interface 105 only to mobile phone subscribers who are talking to the call center system 4 and converts the information push signal into mobile mail. And has a function of sending to the mobile phone 1. The reason why the information push is permitted only to the cellular phone subscriber who is in communication with the call center system 4 is to solve the above-mentioned third conventional problem. Thereafter, a call that is being connected to the mobile phone 1 and the call center system 4 and a connection response is returned from the call center system 4 to the telephone exchange 2 is “an established call session”. A telephone connected to the telephone 5 via the call center system 4 is referred to as a “call session after establishment”.

  The mobile mail gateway 31 of the session-oriented mobile mail gateway 3 normally corresponds to the two systems supported by the mobile phone 1, e-mail and short message service on the mobile phone. The mobile mail gateway 31 has a function of translating a telephone number into those addresses when the address of the e-mail or short message of the mobile telephone 1 is different from the telephone number of the mobile telephone 1.

  The telephone exchange 2 relates the “phone session being established” to the interface 101 to the session-oriented mobile mail gateway 3 with the telephone number of the mobile phone 1, that is, the caller number and the telephone number of the call center system 4, that is, the called party number. Notify through. The filtering function 32 of the session-oriented mobile mail gateway 3 refers to the caller number and the callee number, and from the call center system 4 to the mobile phone 1 only for “the call session being established” or “the call session after the establishment”. Allows information push to

  The call center system 4 connects a telephone of an “established call session” to the telephone 5 of one of a plurality of operators. At this time, the “call session being established” shifts to the “call session after establishment”. From the viewpoint of the telephone exchange 2, it is not recognized that the “call session being established” has shifted to the “call session after establishment”. Only the call center system 4 recognizes whether a call session is being established or has been established. Therefore, the filtering function 32 simply recognizes a pair of a caller number and a callee number that has been raised on the interface 101 as a call session, regardless of whether it is established or not.

  When either the call center system 4 or the cellular phone 1 disconnects the call, the telephone exchange 2 recognizes this as a disconnected call session, and the telephone number of the cellular phone 1 related thereto, that is, the caller number, and the call center. The telephone number of the system 4, that is, the called party number is notified to the session-oriented mobile mail gateway 3 via the interface 101. The filtering function 32 refers to the caller number and the callee number, and disallows information push with the telephone number from the call center system 4 to the mobile phone 1 as the destination.

  The call center system 4 pushes arbitrary information via the interface 105 regarding the call session during or after the establishment. The destination of the information push is the caller telephone number of the mobile phone 1 that the telephone exchange 2 has notified the call center system 4 of using the caller number notification service 102. In this information push, either SMTP or SIP is used as a communication protocol. In SMTP and SIP, it is necessary to include information other than the telephone number in the destination address, but these are fixed information, and there is no problem if the call center system 4 knows in advance.

  In the case of using SMTP, information, such as text, an image, and a moving image, which can be displayed on the mobile phone 1 as a mail body is pushed. The e-mail received by the session-oriented mobile mail gateway 3 from the interface 105 is first determined by the filtering function 32 as to whether or not it is an e-mail related to the call session, and if so, the process is sent to the mobile mail gateway 31. Taken over. The mobile mail gateway 31 transmits it to the mobile phone 1 via the interface 107 using the mobile mail communication protocol with the mobile phone 1.

  Even when an image or moving image other than text is attached to the e-mail received from the interface 105, the mobile mail gateway 31 transmits it to the mobile phone 1 via the interface 107. The mobile mail gateway 31 counts the amount of mobile mail data transmitted via the interface 107 and notifies the billing server 9 via the interface 111. Reverse charge is applied to the notified data amount and the call center is charged.

  When the HTTP URL of the content on the web server 7 is described in the mail body of the information push e-mail, the session-oriented mobile mail gateway 3 extracts the HTTP URL from the e-mail body, and the phone number and the HTTP URL of the mobile phone 1 are extracted. To the session-oriented mobile web gateway 8 via the interface 106. The mobile mail reception / display function 13 of the mobile phone 1 that has received the electronic mail via the session-oriented mobile mail gateway 3 displays the text of the mobile mail on the screen in such a manner that the HTTP URL can be clicked.

  The user of the mobile phone 1 starts the web browser 11 by clicking on the HTTP URL, and downloads the content on the designated web server 7 via the interface 108, the session-oriented mobile web gateway 8 and the interface 109. . In this download, the reverse charging processing unit 81 of the session-oriented mobile web gateway 8 charges the packet communication fee required for the download to the company having the call center system 4 instead of the subscriber of the mobile phone 1.

  Which download is subject to reverse charging is determined by referring to information notified from the session-oriented mobile mail gateway 3 via the interface 106. The reverse charging is applied only for a specific number of times per HTTP URL described in the text of the information push e-mail, or only during a call. After a certain number of times or after the end of the call, the packet charge is charged to the normal mobile phone subscriber.

  When SIP is used, information can be pushed with a delay lower than that of SMTP. If a short message is used on the mobile mail side, the above-described second conventional problem can be solved. Since SIP is not a communication protocol for sending electronic mail, the SIP message itself is used to push arbitrary information.

  When using SIP, unlike the case of using SMTP, only push of text information is allowed. The SIP message received by the session-oriented mobile mail gateway 3 from the interface 105 is first determined by the filtering function 32 as to whether or not it is an electronic mail related to the call session, and if so, the processing to the mobile mail gateway 31 is performed. Taken over. The mobile mail gateway 31 transmits the SIP message to the mobile phone 1 via the interface 107 using a mobile mail communication protocol with the mobile phone 1.

  The mobile mail gateway 31 counts the amount of mobile mail data transmitted through the interface 107 and notifies the billing server 9 via the interface 111. Reverse charge is applied to the notified data amount and the call center is charged.

  When information other than text is pushed using SIP, the HTTP URL of the content on the web server 7 is included in the SIP message. The session-oriented mobile mail gateway 3 extracts the HTTP URL from the SIP message and notifies the session-oriented mobile web gateway 8 of the telephone number and HTTP URL of the mobile phone 1 via the interface 106.

  The mobile mail reception / display function 13 of the mobile phone 1 that has received this SIP message via the session-oriented mobile mail gateway 3 displays the text of the mobile mail on the screen in such a manner that the HTTP URL can be clicked. The user of the mobile phone 1 starts the web browser 11 by clicking on the HTTP URL, and downloads the content on the designated web server 7 via the interface 108, the session-oriented mobile web gateway 8 and the interface 109. .

  In this download, the reverse billing processing unit 81 charges the packet communication fee required for the download not to the subscriber of the mobile phone 1 but to the company having the call center system 4. Which download is subject to reverse charging is determined by referring to information notified from the session-oriented mobile mail gateway 3 via the interface 106. The reverse charging application is applied only for a specific number of times per HTTP URL described in the information push SIP message or only during a call. After a specific number of times or after the end of the call, the mobile phone subscriber is charged with a normal packet fee. By the processing of the reverse billing processing unit 81, the above-described conventional fourth problem can be solved.

  FIG. 2 is a flowchart showing the e-mail receiving process by the filtering function 32 of FIG. 1, and FIG. 3 is a flowchart showing the SIP message receiving process by the filtering function 32 of FIG. The operation of the filtering function 32 will be described with reference to FIGS.

  The filtering function 32 receives an information push from the call center system 4 via the interface 105 by SMTP or SIP. When accepting by e-mail, SMTP is used, and the processing of the flowchart shown in FIG. 2 is started.

  In this case, the filtering function 32 checks whether or not the destination address of the received e-mail is related to the call session (step S1 in FIG. 2). The telephone exchange 2 notifies the filtering function 32 of data A relating to this call center call session. Since the call center calls with a plurality of customers at the same time, the data A holds a plurality of caller numbers for each callee number. If the sender number that matches the destination address of the electronic mail is not found in the data A, the filtering function 32 discards the electronic mail (step S2 in FIG. 2).

  The filtering function 32 analyzes whether or not the e-mail includes an HTTP URL when a caller number that matches the destination address of the e-mail is found (step S3 in FIG. 2). When the filtering function 32 includes the HTTP URL (see B in FIG. 2), the caller number and the HTTP URL are notified to the session-oriented mobile web gateway 8 (step S4 in FIG. 2). Finally, the filtering function 32 transfers the electronic mail to the mobile mail gateway 31 (step S5 in FIG. 2), and this process is completed.

  On the other hand, when accepting by SIP, the processing of the flowchart shown in FIG. 3 is started. In this case, the filtering function 32 checks whether the destination address of the received SIP message is related to the call session (step S11 in FIG. 3). The telephone exchange 2 notifies the filtering function 32 of data A relating to this call center call session. Since the call center calls with a plurality of customers at the same time, the data A holds a plurality of caller numbers for each callee number. When the caller number that matches the destination address of the SIP message is not found in the data A, the filtering function 32 discards the SIP message (step S12 in FIG. 3).

  When a caller number that matches the destination address of the SIP message is found, the filtering function 32 analyzes whether the SIP message includes an HTTP URL (step S13 in FIG. 3). When the filtering function 32 includes the HTTP URL (see B in FIG. 3), the caller number and the HTTP URL are notified to the session-oriented mobile web gateway 8 (step S14 in FIG. 3). Finally, the filtering function 32 transfers the SIP message to the mobile mail gateway 31 (step S15 in FIG. 3), and this process is completed.

  FIG. 4 is a diagram showing a combination of communication protocols according to an embodiment of the present invention. With reference to FIG. 4, the combination of the communication protocol at the interface 105 and the communication protocol at the interface 107 will be described.

  The session-oriented mobile mail gateway 3 is provided with a filtering function 32 and a mobile mail gateway 31. The operation of the filtering function 32 is as described above.

  In this embodiment, when information is pushed, four combinations can be selected. When e-mail is combined with the interface 105 and e-mail is combined with the interface 107, the delay in reaching information to the mobile phone 1 is maximized, but information other than text, such as an image, is pasted and sent to the e-mail. be able to. It is a so-called e-mail attachment.

  When the SIP message is combined at the interface 105 and the short message is combined at the interface 107, the delay in reaching information to the mobile phone 1 is minimized. When the SIP message is combined with the interface 105 and the electronic mail is combined with the interface 107, the effect of reducing the delay caused by using the SIP is reduced.

  When an e-mail is combined with the interface 105 and a short message is combined with the interface 107, it is impossible to attach an image or moving image other than text. Accordingly, the effective combination is the former two, which is a combination of sending an image and a moving image in addition to text by e-mail → e-mail or sending a message to the mobile phone 1 as soon as possible by SIP message → short message. .

  FIG. 5 is a diagram showing an example of an application linked with an IVR (Interactive Voice Response) according to an embodiment of the present invention, and FIG. 6 is a diagram showing an example of an application linked with the web according to an embodiment of the present invention.

  In FIG. 5 (a), in order to pay attention to the processing on the call center C side, the system configuration on the mobile phone operator side shown in FIG. A call is made from the mobile phone 1 to the representative number of the call center C, and first connected to the IVR 41 of the call center system 4. The IVR 41 plays a voice guidance menu and prompts the mobile phone 1 to press a number button according to the menu contents.

  For example, in the case of telephone banking, guidance such as “1 is a balance inquiry, 2 is a time deposit, 3 is a foreign currency deposit, 4 is an investment trust, 5 is a loan consultation, and 9 is an operator connection”. When the guidance menu is played, the IVR 41 simultaneously pushes the text version of the guidance menu on the interface 401 [see FIG. The interface 401 corresponds to the interface 105, the session-oriented mobile mail gateway 3, and the interface 107 in FIG.

  The IVR 41 refers to the calling number of the mobile phone 1 of the customer who made the call, generates a text version guidance menu customized for the customer, and pushes the information on the interface 401 for the convenience of the user. The IVR 41 detects the number input on the mobile phone 1 along the guidance menu, and instructs the ACD (Automatic Call Distribution) function 42 to connect this phone to an appropriate operator. For example, when the customer presses the “4” button on the mobile phone 1, the mobile phone 1 transmits the number “4” to the IVR 41 by a DTMF (Dial Toe Multi Frequency) signal, and the IVR 41 calls the investment trust reception operator on the phone. Is instructed to connect to the ACD function 42.

  Such an information push needs to be performed synchronously when the guidance menu in the IVR 41 starts to flow, and needs to reach the mobile phone 1 when the voice guidance “1 is balance inquiry” is flowing. Therefore, it is appropriate to select SIP instead of SMTP as the communication protocol in the interface 105. It is also appropriate that the short message is applied on the mobile mail side.

  Also in FIG. 6A, the system configuration on the mobile phone operator side shown in FIG. 1 is omitted in order to pay attention to the processing on the call center D side as in FIG. In FIG. 6A, a person who wants to reserve a hotel calls the representative number of the call center D of the hotel from the mobile phone 1. The corresponding operator knows when the customer is talking to the customer over the phone that the customer is unable to decide between Japanese and Western rooms.

  The customer support tool 61 finds a photo of the Japanese-style room and the Western-style room within the range of the accommodation fee desired by the customer from the web server 7, describes the HTTP URL of the image in an e-mail or SIP message, and pushes information to the mobile phone 1 through the interface 402. To do. The interface 402 corresponds to the interface 105, the session-oriented mobile mail gateway 3, and the interface 107 of FIG.

  The mobile phone 1 that has received the message displays so that the HTTP URL portion of the mobile mail can be clicked. A person who wants to reserve a hotel looks at this mobile mail, clicks the HTTP URL of the Japanese-style room and the Western-style room, and downloads the images of the Japanese-style room and the Western-style room on the web server 7 through the interface 403. The interface 403 corresponds to the interface 108, the session-oriented web gateway 8, and the interface 109 of FIG.

  In this way, in this embodiment, since any information other than voice can be pushed to the mobile phone 1 with the caller number as the destination, other than voice can be sent from the call centers C and D to the customer's mobile phone 1 during a call. Any information can be pushed.

  Further, in this embodiment, when arbitrary information is pushed from the call centers C and D, an option combining SIP, which is a communication protocol with higher real-time property, and a short message can be selected. This option can provide an option that can push the information at a lower delay.

  Further, in the present embodiment, since the call center C, D and the customer are allowed to push any information other than voice to the mobile phone 1 with the caller number as the destination only during a call, Security and privacy can be maintained.

  Furthermore, in this embodiment, since reverse charging is applied to information push from the call centers C and D, the call center C and D to the customer's mobile phone 1 without worrying about communication charges. Information to be pushed can be received.

It is a block diagram which shows the structure of the mobile communication system by one Example of this invention. It is a flowchart which shows the email reception process by the filtering function of FIG. It is a flowchart which shows the SIP message reception process by the filtering function of FIG. It is a figure which shows the combination of the communication protocol by one Example of this invention. It is a figure which shows the example of an application cooperated with IVR by one Example of this invention. It is a figure which shows the example of an application cooperated with the web by one Example of this invention.

Explanation of symbols

1 Mobile phone
2 telephone exchange
3 Session-oriented mobile mail gateway
4 Call center system
5 Operator's telephone
6 Operator PC
7 Web server
8 Session-oriented mobile web gateway
9 Billing server
11 Web browser function
12 Telephone function
13 Mobile mail reception / display function
31 Mobile mail gateway
32 Filtering function
41 IVR
42 ACD function
61 Customer support tools
81 Reverse charging processing unit 101-111,
401-403 interface

Claims (12)

A mobile communication system including a center device capable of making a voice call from a mobile phone,
Said center apparatus with the session-oriented mobile email gateway to push the arbitrary information the destined telephone number of the cellular telephone during or call connection by telephone when any information other than sound from the center apparatus is pushed Available to,
The session-oriented mobile mail gateway transmits any information pushed from the center device to the mobile phone by mobile mail including at least e-mail and a short message service . In the interface for pushing information from the center device, the communication protocol of the information push is performed by SIP (Session Initiation Protocol),
The mobile communication system according to claim 1, wherein the session-oriented mobile mail gateway transmits an information push from the center device to the mobile phone using the short message service . 3. The mobile communication system according to claim 1, wherein when the arbitrary information pushed from the center device is transmitted to the mobile phone by the mobile mail, the center device is charged. . The session-oriented mobile mail gateway includes a function of translating the telephone number into the mobile mail address when the mobile mail address is different from the telephone number. The mobile communication system described. 5. The center device is charged for the download when the web content indicated by the arbitrary information pushed from the center device is downloaded. The mobile communication system described. The mobile communication system according to any one of claims 1 to 5, wherein the center device is at least one of a call center and a contact center . A mobile phone notification method used in a mobile communication system including a center device capable of making a voice call from a mobile phone,
When the session-oriented mobile mail gateway pushes any information other than voice from the center device, it pushes the mobile phone number of the mobile phone connected to the center device or making a call to the center device. Execute the process to
The mobile telephone notification method, wherein the session-oriented mobile mail gateway transmits any information pushed from the center device to the mobile telephone by mobile mail including at least an electronic mail and a short message service. In the interface for pushing information from the center device, the communication protocol of the information push is performed by SIP (Session Initiation Protocol),
8. The mobile phone notification method according to claim 7, wherein the session-oriented mobile mail gateway transmits an information push from the center device to the mobile phone using the short message service. 9. The mobile phone notification method according to claim 7, wherein when the arbitrary information pushed from the center device is transmitted to the mobile phone by the mobile mail, the center device is charged. . The mobile phone according to any one of claims 7 to 9, wherein the session-oriented mobile mail gateway translates the telephone number into the mobile mail address when the mobile mail address is different from the telephone number. Telephone notification method. 11. The center device is charged for the download when the web content specified by the arbitrary information pushed from the center device is downloaded. The mobile phone notification method described. The mobile phone notification method according to any one of claims 7 to 11, wherein the center device is at least one of a call center and a contact center.

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