JP4894206B2 - Exchange device and exchange method - Google Patents

Description

  The present invention relates to a switching apparatus and a switching method constructed on a public network, a private branch exchange network, or an IP network, for example.

  2. Description of the Related Art Conventionally, as a part of a service provided to a user by an exchange in a network such as a public network or a private branch exchange network, various services relating to a response process when a telephone terminal on the called side does not respond are prepared. An example of such a service is, for example, a so-called pickup service in which a group of terminals set in advance accepts an incoming call on behalf of a non-response telephone terminal, or when there is no response for a predetermined time from a called terminal. For example, a so-called no-response transfer service that transfers an incoming call to another designated terminal. In addition, there is a service as shown in Patent Document 1 in which an exchange requests connection to another terminal that can be connected instead of a non-response terminal using presence information indicating the status of the terminal.

  However, in the pick-up service, when the called terminal is a so-called soft phone that operates on a personal computer, there is a problem that it is difficult for users around the personal computer where the soft phone is installed to recognize that the terminal itself has received the call. . Furthermore, there is a problem that it is difficult to deal with when there is no one around the personal computer. Even in the case of a non-response transfer service, the caller may not always have a partner with whom the caller wants to communicate, and there may be a situation where no one answers at the transfer destination. . On the other hand, even in a service such as that disclosed in Patent Document 1, a communication terminal that is requested as a terminal to which a communication device such as a network-side exchange can be connected does not always have a communication partner desired by the caller. There is.

Therefore, in the service according to the prior art described above, in order for the caller who has not finally obtained a valid response to contact the originally desired party, the caller must return to the other party after an appropriate time. It is necessary to make a call to the caller, or to estimate the place or person that the caller is likely to contact with the person concerned, check the phone number, and call the call again.
JP 2004-328491 A

  The present invention has been made to solve such a problem, and when communication with a destination desired by a caller cannot be performed, an apparatus (hereinafter referred to as a network switch) such as an exchange or a software switch The information stored in the “exchange device”) is used to contact the caller from the exchange device with the desired partner, or list information of communication destination candidates that can support the contact, that is, an alternative terminal presentation signal (hereinafter referred to as “replacement terminal”) The present invention provides an exchange system and exchange method that can provide “support information” or “support information signal”) to a caller. The caller can use the support information to communicate with the desired partner reliably and quickly.

The present invention is an exchange apparatus for selectively connecting a plurality of communication terminals, and a request signal for receiving a support information request signal accompanied with designation of a counterpart terminal issued from any one of the communication terminals Receiving means; information holding means for holding terminal-related information corresponding to each of the communication terminals; and the terminal-related information corresponding to at least one candidate to be substituted for the counterpart terminal in response to the support information request signal Information acquisition means for acquiring information as support information from the information holding means; and support information transmission means for transmitting the support information acquired by the information acquisition means to the originating communication terminal that has issued the support information request signal. It viewed including the terminal-related information, the communication history information for each of the communication terminal and wherein the free Mukoto.

In addition, the present invention is an exchange method by an exchange device that selectively connects a plurality of communication terminals, and a support information request signal accompanied by designation of a counterpart terminal issued from any one of the communication terminals , Receiving terminal-related information corresponding to each of the communication terminals, and the terminal-related corresponding to at least one candidate to be substituted for the counterpart terminal in response to the support information request signal acquiring information as support information from the information holding means, the support information acquired by the information acquiring unit, viewed including the steps of transmitting to the originating communication terminal having issued the support information request signal, the terminal related information, the communication history information for each of the communication terminal and wherein the free Mukoto.

  A first embodiment of an exchange system according to the present invention is shown in FIG.

  In FIG. 1, the exchange device 100 is connected to a plurality of communication terminals and other devices such as exchange devices via an access network 600. When the exchange apparatus 100 receives a connection request from the communication terminal 500 via the communication control unit 504 in the communication terminal 500, or receives a connection request to the communication terminal 500 from another communication terminal or an exchange apparatus, The communication control unit 110 is caused to function to execute such connection processing.

  The access network 600 is, for example, an analog subscriber line network, an ISDN subscriber line network, or a communication network such as CATV, LAN, or WAN. In addition, the communication protocol used in the access network 600 may be various, such as an analog subscriber line protocol, an ISDN subscriber line protocol, or an Internet protocol (hereinafter referred to as “IP”), depending on the attributes and form of the access network. There is a method. Incidentally, the implementation of the present invention is not limited to such a case regardless of what access network is selected and what communication protocol is used.

  As shown in FIG. 1, the exchange device 100 is composed of the following elements.

  The terminal interface unit 101 (hereinafter referred to as “terminal IF unit 101”) has a function of receiving various requests and responses received from each communication terminal via the access network 600, notifications, and other information. The terminal IF unit 101 also has a function of sending various requests, responses, notifications, and other information to devices such as communication terminals via the access network 600.

  As described above, the communication control unit 110 has a function of controlling communication between the communication terminal 500 and another communication terminal or a communication terminal under another switching device. Note that the communication control unit 110 executes communication processing with the communication terminal 500 or the like using the terminal IF unit 101 described above.

  The communication partner information selection / editing unit 102 (hereinafter referred to as “information editing unit 102”) is a part that receives a support information request from the communication terminal 500 via the terminal IF unit 101. The information editing unit 102 analyzes the received support information request and, depending on the information included in the support information request, various functions in the switching apparatus 100 and other IT systems 200 and other IT systems as necessary. It has a function of accessing 300 and collecting, selecting and editing support information to be provided to the requesting communication terminal.

  Here, the support information refers to information such as address information, access method information, or presence information that can be used by the communication terminal or its user to achieve a desired purpose. More specifically, for example, the name or device name of a communication destination candidate, a telephone number, an e-mail address, a user ID for instant messaging, or a communication address information such as a SIP (Session Initiation Protocol) URI, etc. Corresponds to the presence information. In addition, there may be a plurality of communication destination candidates presented by the support information, and these multiple candidates have an information structure such as ranking or hierarchization according to the priority according to the user's request, Displayed and provided to the user in a form suitable for the structure.

  That is, the support information may be configured by combining or combining a plurality of each of the above information, and the information editing unit 102 selects information desired by the user from the collected information, and combines them as necessary, or Has the function of processing. The information editing unit 102 uses the selected, combined, or processed information, and further requires various functions in the exchange apparatus 100 and a process of accessing another exchange system 200 or another IT system 300 as necessary. Repeat until correct support information is available. Thereafter, the information editing unit 102 transmits the obtained support information to the communication terminal 500 via the access network 600 using the terminal IF unit 101.

  In the present embodiment, the information editing unit 102 or an equivalent function may be provided in the IT system 300 instead of the exchange device 100. In such a case, the support information request transmitted from the communication terminal 500 to the switching apparatus 100 may be transferred by the switching apparatus 100 to the IT system 300, or the communication terminal 500 may directly connect to the IT system 300. Then, a support information request may be sent out.

  The other system interface unit 103 (hereinafter referred to as “other system IF unit 103”) is a part used when each unit in the exchange apparatus 100 communicates with the IT system 300 outside the apparatus. Communication processing is performed between the exchange apparatus 100 and the IT system 300 according to a predetermined communication protocol. Incidentally, as such communication protocols, for example, SCCP (signaling connection control part), TCAP (transaction capability application part), LDAP (lightweight directory access protocol), HTTP (hypertext transfer protocol), SOAP, etc. An IP protocol or a communication protocol unique to each IT system that performs communication is assumed.

  The other exchange apparatus interface unit 104 (hereinafter referred to as “other exchange apparatus IF unit 104”) is a part used when each unit in the exchange apparatus 100 communicates with the exchange apparatus 200 outside the apparatus. Note that communication processing is performed between the exchange apparatus 100 and the exchange apparatus 200 in accordance with a predetermined communication protocol. Incidentally, as communication protocols used at this time, for example, ISUP (ISDN user part), SCCP, TCAP, SIP (session initiation protocol), H. An IP protocol such as H.323, or a communication protocol unique to each switching apparatus that performs communication is assumed.

  Note that the various communication protocols exemplified in the description of the other system IF unit 103 or the other switching device IF unit 104 are listed for the sake of convenience of explanation and are examples of implementation of the present invention. Needless to say, it is not limited.

  Presence information management unit 105 is a part that manages presence information related to a partner terminal that the user of each communication terminal desires to communicate as a database, and responds to requests from other units in switching apparatus 100. The presence information is provided.

  If the presence information management unit 105 does not manage all or part of the presence information requested by other units in the exchange apparatus 100, the presence information management unit 105 is not the other IT system 300 outside the exchange apparatus 100. In addition, necessary presence information can be obtained from the exchange device 200. Incidentally, the presence information management unit 105 accesses the other IT system 300 using the other system IF unit 103, and accesses the other switching apparatus 200 using the other switching apparatus IF unit 104. Do.

  Further, the presence information management unit 105 is not necessarily provided in the exchange apparatus 100, but may be provided in another IT system 300 or another exchange apparatus 200 outside the exchange apparatus 100. In this case, each unit in the exchange apparatus 100 that requires presence information directly uses the other system IF unit 103 or the other exchange apparatus IF unit 104 to use another appropriate IT system 300 in which the presence information management unit 105 resides. Alternatively, it is possible to obtain necessary presence information by accessing the other switching device 200.

  Here, the presence information related to the partner terminal means the state of the partner communication terminal, address information and position information for accessing the communication terminal, acquisition time, registration time, and validity period of the information. This information. Note that the state of the communication terminal is, for example, ON / OFF of the power of the terminal device, whether the terminal device is communicating, whether the terminal user is present / seated, or even during a meeting or moving A display indicating such a situation, or including detailed information accompanying such a display. The address for accessing the communication terminal generally includes a phone number including a mobile phone number, an e-mail address, a SIP URI, and a message software user ID. The location information includes an address where the terminal or the user is located, a building name, a floor of the building, a room name / number, and a meeting room name / number. Incidentally, these pieces of information may be managed and used independently, or may be managed and used in combination of a plurality or several types. It should be noted that the state in which the presence information management unit 105 is installed in the exchange apparatus 100 or what kind of presence information is used is merely a technical choice in the practice of the invention, and the present invention. Implementation of is not limited to these cases.

  The schedule information management unit 106 manages, as a database, schedule information of a partner communication terminal that the user of the communication terminal 500 wants to communicate, for example, the user of the terminal 550, and receives information from other units in the exchange apparatus 100. This part provides the schedule information in response to a request.

  In recent years, a form in which a user performs management of personal schedule information as a network application using a Web browser or the like is becoming widespread. In such cases, personal schedule information is often placed in a database on the network. The schedule information management unit 106 is provided in the exchange apparatus 100 assuming such a situation.

  Note that the schedule information management unit 106 passes the other system IF unit 103 to another IT system 300 when the schedule information management unit 106 does not manage all or part of the schedule information requested by other units in the exchange apparatus 100. Alternatively, the schedule information may be acquired through another exchange device IF unit 104 to another exchange device 200. Further, the schedule information management unit 106 is not necessarily provided in the exchange apparatus 100, and may be provided in another IT system 300 or another exchange apparatus 200 outside the exchange apparatus 100. In this case, each unit in the exchange apparatus 100 that requires schedule information directly uses the other system IF unit 103 or the other exchange apparatus IF unit 104 to use another appropriate IT system 300 in which the schedule information management unit 106 resides. Alternatively, it is possible to obtain necessary schedule information by accessing the other switching apparatus 200.

  Here, as described above, the schedule information is, for example, the personal schedule (schedule) of the user of the communication terminal 550, the scheduled state of the user at a certain point in time, an address for accessing the user, This refers to information indicating the location, acquisition time / registration time, validity period, and the like of these pieces of information. The state of the user indicates a display such as presence / absence, a meeting, or a movement, and detailed information associated with the display. The access address corresponds to, for example, a telephone number, a mobile phone number, an e-mail address, a SIP URI, and a message software user ID. The location information includes an address where the terminal or the user is located, a building name, a floor of the building, a room name / number, and a meeting room name / number. Incidentally, these pieces of information may be managed and used independently, or may be managed and used in combination of a plurality or several types. It should be noted that the state in which the schedule information management unit 106 is installed in the exchange apparatus 100 or what kind of schedule information is used is merely a technical selection item in the practice of the invention, and the present invention. Implementation of is not limited to these cases.

  The personal information management unit 107 manages, for example, the personal information of the user of the communication terminal 550 that the user of the communication terminal 500 desires to communicate as a database, and responds to requests from other units in the exchange apparatus 100. This is the part that provides the personal information. The personal information management unit 107 passes the other system IF unit 103 to another IT system 300 when the personal information management unit 107 does not manage all or part of the personal information requested by other units in the exchange apparatus 100. Alternatively, the personal information may be acquired through another exchange device IF unit 104 to another exchange device 200. Further, the personal information management unit 107 is not necessarily provided in the exchange apparatus 100, and may be provided in another IT system 300 or another exchange apparatus 200 outside the exchange apparatus 100. In this case, each unit in the exchange apparatus 100 that requires personal information directly uses the other system IF unit 103 or the other exchange apparatus IF unit 104 to use another appropriate IT system 300 in which the personal information management unit 107 resides. Or, it is possible to obtain necessary personal information by accessing the other exchange device 200.

  Here, the personal information is information related to individual users who use each communication terminal. For example, the personal name, address, home phone number, mobile phone (PHS) phone number, e-mail address, message system user ID, Information such as work name, affiliation at work, job title, telephone number, and e-mail address. Each of these pieces of information may be managed and used alone, or may be managed and used in a combination of plural or several types. In addition, the state in which the personal information management unit 107 is mounted on the exchange apparatus 100 or what kind of personal information is used is merely a technical choice in the practice of the invention, and the present invention. Implementation of is not limited to these cases.

  The subscriber data management unit 108 manages various pieces of subscriber data information necessary for the exchange apparatus 100 to provide services to each communication terminal and its user. It is a part that provides the subscriber data in response to a request from each part. Note that the subscriber data management unit 108 uses the other system IF unit 103 when the subscriber data management unit 108 does not manage all or part of the subscriber data information requested by other units in the switching apparatus 100. The subscriber data information may be acquired from the IT system 300 or from the other switching device 200 using the other switching device IF unit 104.

  Further, the subscriber data management unit 108 is not necessarily provided in the exchange apparatus 100, and may be provided in another IT system 300 or another exchange apparatus 200 outside the exchange apparatus 100. In this case, each unit in the switching apparatus 100 that needs the subscriber data information directly uses the other system IF unit 103 or the other switching apparatus IF unit 104, and other appropriate units in which the subscriber data management unit 108 is stationed. Access to the IT system 300 or other switching device 200 to obtain necessary subscriber data information.

  Here, the subscriber data information refers to information such as the type of each communication terminal, the subscribed service, the attribute / providing status of the service, or the type of service group. These pieces of information may be managed and used independently, or may be managed and used by combining a plurality of or several types of information. Further, the state in which the subscriber data management unit 108 is mounted on the switching apparatus 100 or what kind of subscriber data information is used is merely a technical selection item in the implementation of the invention. The implementation of the present invention is not limited to these cases.

  The communication history management unit 109 manages the communication history between the respective communication terminals, and provides the communication history related to the communication terminal designated by the request in response to a request from each other unit in the exchange apparatus 100. Note that the communication history management unit 109 uses the other system IF unit 103 when the communication history management unit 109 does not manage all or part of the communication history of the designated terminal requested by other units in the exchange apparatus 100. The corresponding communication history may be acquired from the IT system 300 or from the other switching apparatus 200 using the other switching apparatus IF unit 104.

  Further, the communication history management unit 109 is not necessarily provided in the exchange apparatus 100, and may be provided in another IT system 300 or another exchange apparatus 200 outside the exchange apparatus 100. In this case, each unit in the switching apparatus 100 that requires the communication history directly uses the other system IF unit 103 or the other switching apparatus IF unit 104 to use another appropriate IT system 300 in which the communication history management unit 109 resides. Alternatively, the necessary communication history can be acquired by accessing another switching apparatus 200.

  Here, the communication history refers to information related to outgoing / incoming calls regarding the communication terminal, such as information such as outgoing / incoming addresses, start / end times of communication, services used during communication, or communication results. The call origination / reception address is an identifier that can identify each communication terminal on the transmission side and the reception side involved in communication, or a user who uses the communication terminal. Further, the state in which the communication history management unit 109 is mounted on the switching apparatus 100 or what kind of communication history is used is merely a technical selection item in the embodiment of the present invention. Implementation is not limited to these cases.

  Next, the configuration of the communication terminal 500 in FIG. 1 will be described. As shown in the figure, the communication terminal 500 includes the following elements.

  When the user of the communication terminal 500 is unable to communicate with a desired destination, the support request receiving unit 501 is configured so that the user can take some other means to communicate with the desired destination. This is the part that accepts support requests issued to the system. The support request reception unit 501 inputs a command by a user, presses a request reception button, or on a display panel (not shown) provided in the communication terminal 500 through an HMI (Human Machine Interface) function of the communication terminal 500. When a click on the button / icon or the like is detected, a support request or numbers, dials, etc. for specifying various parameters in the request are accepted. The support request accepting unit 501 also accepts a request for support information that is autonomously transmitted when the communication control unit 504 detects unsuccessful communication with the other party.

  The support information request received by the support request receiving unit 501 is subjected to analysis processing by the same unit, and the analysis result is information about the communication terminal 500 together with information on the communication partner acquired from the communication history storage unit 505 described later. It is sent to the exchange apparatus 100 that is responsible for communication control. Communication terminal 500 transmits each of the above information to switching apparatus 100 via access network 600 using a function of access network interface unit 503 (hereinafter referred to as “access network IF unit 503”).

  The support information indicator 502 is a part that displays the content of the support information returned from the exchange apparatus 100 as a response to the support information request sent to the exchange apparatus 100 so that the user of the communication terminal 500 can visually recognize it.

  The user makes an appropriate selection / determination based on the displayed support information, inputs a command, presses a request reception button, or clicks a button / icon on the display panel through the HMI function of the communication terminal 500. You can give instructions such as dialing numbers for requests. Then, the support information indicating unit 502 receives the instruction input, analyzes the contents, and delivers the analysis result to the communication control unit 504. As a result, the communication terminal 500 can automatically start communication with a predetermined communication partner indicated in the support information.

  Further, the support information indication unit 502 autonomously displays all or a part of the support information to the user of the communication terminal 500 or waits for an instruction from the user even if the support information is displayed. The communication control unit 504 may be activated by selecting and determining based on the support information to start communication.

  The access network IF unit 503 is a part having a function of communicating with the switching apparatus 100 via the access network 600 in response to requests from other units in the communication terminal 500 or autonomously. The communication history storage unit 505 is a part that stores a communication history performed by the communication terminal 500. Here, the communication history refers to information related to outgoing / incoming calls at a communication terminal, and refers to information such as outgoing / incoming addresses, start / end times of communication, services used during communication, or communication results.

  In the system configuration of the present embodiment shown in FIG. 1, the exchange device 200 has a configuration equivalent to that of the exchange device 100 described above, and various types of information held by the exchange device 200 in response to a request from the exchange device 100. Information can be provided to the exchange apparatus 100.

  Further, the IT system 300 is a system that does not have a communication control function unlike the above-described switching apparatus, and exclusively collects, manages, and provides various information. The IT system 300 has a function of providing various information held by the IT system 300 in response to a request from another external switching device or the IT system. That is, the IT system 300 specifically has functions such as a presence information management function, a schedule information management function, a personal information management function, a subscriber data management function, a communication history management function, and the telephone directory information. Information such as map information, layout information / seat information in a specific building, personnel information / position information in a specific company, etc. may be held. The IT system 300 may be set and functioned as a part of the exchange apparatus.

Next, the processing operation of the system according to the present embodiment includes (a) support information request processing, (b) support request reception processing in the switching device, (c) support information generation processing in the switching device, and (d) support information communication terminal. The processing operation will be described below separately for each of the transmission processing to (e) and the reception support information processing in the communication terminal.
(A) Support information request processing (a-1) When a user of a communication terminal requests support information First, refer to the operation sequence chart shown in FIG. 2 when the user of the communication terminal requests support information by itself. However, an explanation will be given.

  A user of a communication terminal fails when communication with another communication terminal originally desired to communicate or the user of the terminal (hereinafter referred to as “original communication partner”) fails, that is, the communication partner originally does not respond. If it is recognized, or when it is recognized by some means that direct communication with the communication partner is impossible, a support information request is input to the communication terminal 500 (step S201). In other words, the user can implement communication with the original communication partner in some way with respect to the communication terminal 500 without specifying the original communication partner or without specifying when it is clear from the communication history so far. Request information (for example, information indicating another address, access method or service method).

  At this time, as an interface between the user and the communication terminal 500, input of a command, pressing of a request receiving button, clicking of a button / icon on a display screen provided in the communication terminal 500, or dialing of a request number Etc. can be used. Further, the communication terminal 500 may output a display prompting the user for the request, a warning sound, a voice guide, or the like without waiting for the user to perform the requested operation.

  For example, in the case of a softphone that communicates using SIP (session initiation protocol), as a response to an INVITE message that is a method for requesting participation in a session, a response having a status code 480 indicating temporary unavailability When a message is received, a corresponding window may be displayed on the screen of the personal computer, and a message to that effect may be displayed and an icon / button for requesting support information may be displayed to prompt the user to select. Such a case is only an example for explaining the operation of the present invention, and the present invention is not limited to such a case.

  On the other hand, when the communication terminal 500 receives a support information request from a user, the support request receiving unit 501 analyzes the content. If the target communication partner is not designated in the request, the communication history storage unit 505 is inquired about the communication history (step S202), and the communication history obtained from the communication history storage unit 505 is obtained. Thus, an appropriate communication partner is selected (step S203). In this case, a single communication partner or a plurality of communication partners may be selected.

  Whether the support request receiving unit 501 can sufficiently acquire information related to the original communication partner that is required when requesting support information from information in the communication terminal 500 such as information presented by the user and communication history. If it is determined that the data cannot be obtained, a message indicating that the process cannot be executed is displayed and the process is terminated.

  On the other hand, if it is determined that it can be acquired, all necessary information is acquired from each unit, and is the communication address format of the communication partner originally correct or can be used legally in communication processing? Analyzing such matters. For example, if the communication that is not answered by the other party is not possible due to an incorrect telephone number, it is determined that the information on the other party of communication is originally not correct, and the process is terminated.

  In addition, as the selection logic of the target communication partner, for example, select a communication partner that has failed to communicate recently, unconditionally select the closest communication partner, or select the communication partner of the latest destination, etc. The logic can be considered. Incidentally, such logic needs to be determined by the time of selecting a communication partner. In addition, the determination method of what logic is adopted is, for example, a selection theory that is specific to each communication terminal, or a selection theory that is set in some way in advance. Various methods such as a designated selection theory can be used. Note that the selection logic may be determined by any determination method as long as it is determined by the time of service request.

  In addition, when the user originally designates a communication partner, the designation may be adopted as it is, or the communication partner may be selected again using the above method, or the communication designated by the user. You may make it add / supplement to the other party. Incidentally, this method is effective, for example, when the communication partner originally has a plurality of communication addresses or when the user wants to communicate with any one of a group having a plurality of members.

  When the information necessary for making a service request to the switching apparatus 100 is provided, the support request receiving unit 501 generates a service request signal according to a predetermined communication protocol and sends a signal to the access network IF unit 503. A request is transmitted (step S204). In response to this, the access network IF unit 503 sends the service request signal to the switching apparatus 100 via the access network 600 (step S205).

  Incidentally, the structure of the service request signal is as shown in the signal format diagram of FIG. 3, and is sent to a transmission destination address 301 indicating a signal transmission destination address, a transmission source address 302 indicating a signal transmission source address. An information type 303 for identifying information and a parameter group 304 including other information related to the information type are included. Note that when a support information request is transmitted, the following information content is set in the service request signal. In addition, all the parts included in the setting example are not essential, and some parts may be omitted depending on the embodiment of the present invention.

  Next, the information contents of each part of the signal format set when the support information request is transmitted will be described.

  First, the address of the switching apparatus 100 on the access network is set as the transmission destination address 301. This information may be set in advance, or may be acquired and set by accessing the network at a predetermined timing. In the transmission source address 302, the address of the communication terminal that sends the support information request is set. In the information type 303, identification information indicating a support information request is set. The parameter group 304 includes, for example, request identification information for identifying the support information request itself, address information for identifying the communication terminal and the user who originally wanted communication, the communication terminal that sent the support information request, and Address information for identifying the user, information for specifying conditions for support such as obtaining information from the current presence information, and the like are set. Note that the number of pieces of information set in the parameter group 304 varies depending on the embodiment of the present invention, and may be singular or plural. The request identification information is effective when a plurality of support information requests are transmitted at the same time.

  As a specific example of such a service request signal, FIG. 17 shows a signal format when a support information request is made on the IP network using TCP (transmission control protocol). In this case, the support information request signal 1700 includes an IP header 1701, a TCP header 1702, and TCP data 1703.

  In the figure, as shown by comparison with the signal format of FIG. 3, the transmission destination address 301 is set to the destination IP address 1705 in the IP header 1701 and the destination port number 1707 in the TCP header 1702. On the other hand, the source address 302 is set to the source IP address 1704 in the IP header 1701 and the source port number 1706 in the TCP header 1702. The information type 303 and the parameter group 304 are set in the TCP data 1703.

In the example of FIG. 17, the information type 303 and the parameter group 304 are expressed in the XML (eXtensible Markup Language) format. Note that the XML data 1708 shown in the figure is a specific representation of the extracted portion. That is, the entire information type 303 and parameter group 304 are set in a range included in <m: SupportInfoReq> and </ m: SupportInfoReq> and transmitted over the IP network. Incidentally, “m: SupportInfoReq” of <m: SupportInfoReq> corresponds to the information type 303 and signifies a support information request. A portion included in <m: SupportInfoReq> and </ m: SupportInfoReq> corresponds to the parameter group 304. <M: ReqID> 492YZ6111015 </ m: ReqID> in the XML data 1708 is the above request identification information, which is unique within the communication terminal as identifying the support information request transmitted by this signal. Is set for the terminal. <M: DestUser> +81123456789 </ m: DestUser> originally represents the communication partner, and <m: OrigUser> +81023456789 </ m: OrigUser> represents the requesting communication terminal. Similarly, <m: UseInfoType> Home </ m: UseInfoType> is a part instructing use of home information. <M: PreferService> Telephone </ m: PreferService> means that the telephone is specified as the desired service, and the other party is connected with <m: UseInfoType> Home </ m: UseInfoType>. You can see that he has selected and requested the phone at home.
(A-2) When communication terminal autonomously requests support information Next, the case where the communication terminal itself autonomously requests support information will be described with reference to the operation sequence chart shown in FIG. Do.

  When the communication performed immediately before at communication terminal 500 ends in failure, that is, when the call ends without the communication partner answering, or the other party answers but is originally intended for the communication partner When the communication is not made, the communication control unit 504 in the terminal requests information having a possibility of realizing the intended communication by some method to the support request receiving unit 501 (step S401). Incidentally, the request information is information indicating another destination address, an access method, a service method, or the like, for example.

After the above step S401, the communication terminal 500 requests the support information to the switching apparatus 100 through the same procedure as the case of the support information request by the user. In addition, since it is the same as that of the case of (a-1) mentioned above about the operation | movement process (step S402-S405) after this, the description is abbreviate | omitted.
(B) Support Information Request Acceptance Processing in Exchange Device Next, support information request acceptance processing in the exchange device 100 will be described based on the system configuration diagram of FIG. 1 and the operation sequence chart shown in FIG.

  First, when the exchange apparatus 100 receives a support information request signal from a communication terminal via the access network 600 (step S501), the request signal is analyzed by the terminal IF unit 101 in the exchange apparatus. That is, the terminal IF unit 101 analyzes the transmission source and information type of the received signal, and necessary parts of the parameter group included in the signal. Then, the information editing unit 102 is determined as a delivery destination of the signal, and the function of the information editing unit 102 is activated with the analyzed received information (step S502).

  As described above, the terminal IF unit 101 analyzes the contents of the transmission destination and transmission source of the received signal and determines the subsequent processing. The operation will be described in detail as follows.

  For example, the terminal IF unit 101 confirms whether the transmission destination of the signal is the local exchange apparatus, or the format indicating the transmission source terminal is appropriate and correctly complies with the prescribed communication protocol. (For example, if an IP address is used, it is not an illegal address such as “0.0.0.0”). If there is no abnormality in the determination, if the signal is sent in the TCP / IP format, for example, the port number or information type (in this case, the support information request) that is a part of the signal transmission destination. The information editing unit 102 having the function of processing the support information request is selected, and the communication partner information selecting / editing function is activated.

Further, in some cases, request identification information may be essential for a parameter group included in the received signal. At that time, the terminal IF unit 101 determines whether the request identification information is present before starting the information editing unit 102. When an abnormality is recognized, a signal for notifying that is generated, and the signal is sent to the communication terminal of the transmission source to finish the process.
(C) Support Information Generation Processing in Exchange Device Next, support information generation processing in the exchange device 100 will be described based on the system configuration diagram of FIG. 1 and the operation flowchart shown in FIG.

  For the support information request received from the communication terminal, when the functions of the terminal IF unit 101 to the information editing unit 102 are activated together with the parameter group included in the request signal, the processing shown in the flowchart of FIG. 6 is executed.

  First, the communication partner information selecting / editing function of the information editing unit 102 is based on information included in the parameter group or according to a predetermined method, such as the original communication terminal user or the requesting communication terminal user set in the parameter group. Search for information using items as keywords. Next, based on the collected information, information is analyzed and processed according to information included in the parameter group or according to a predetermined method (step S602 and the like), and if necessary, information is searched again (step S603 and the like). ). Then, this process is repeated until necessary information is collected (step S604), and the support information is edited based on the acquired information (step S605).

  When collecting various types of information, consider the access rights to the information of the requesting communication terminal or terminal user (for example, the right to display / use information, the right to display / use the right, etc.). Do. Incidentally, such consideration is not performed only by the communication partner information selection / editing function in the information editing unit 102, but also when the function is performed in other parts in the exchange apparatus 100 in which the function is activated. Shall.

  Next, taking the seven cases (c-1) to (c-7) shown below as an example, details of the support information acquisition / generation processing will be described with reference to the operation sequence charts of FIGS. 7 to 13. I do.

  Note that the processes in each case of (c-1) to (c-7) may be executed singly or some or all of them may be executed. As a result, the support information obtained by the information acquisition / generation process may be single or plural. In such a case, the exchange device selects the obtained support information and returns it alone, in combination of some of them, or all of them to the communication terminal that requested the information.

  For example, when there are a plurality of pieces of support information having the same contents, only one of them is returned to the communication terminal that is the information request source. In addition, when there are several different support information for the same communication partner, these are combined into a single piece of support information and returned to the information requesting communication terminal. Incidentally, the latter case is shown in the data format of FIG. In the same example, there is support information 2001 obtained from personal information and support information 2002 obtained from presence information for the same communication partner A, and one piece of support information 2003 is generated by combining these two pieces of support information. . That is, the support information 2003 includes two pieces of information: a fixed telephone number indicated in the support information 2001 and a mobile phone number indicated in the support information 2002.

  In addition, when a plurality of pieces of information are included in support information and provided to a communication terminal, information indicating priority among information elements included in support information, or some order between information elements, or grouping or hierarchy Information indicating the relationship between information elements such as information indicating the structure between the converted information elements is provided along with the support information.

  For example, it is assumed that a fixed phone number and a mobile phone number relating to the person A and the person B are obtained as communication partners. Further, from information such as presence information related to A and B and information such as priority setting information related to communication, A is more likely to be able to communicate than B, and A is a communication using a fixed telephone rather than a mobile phone. Suppose that it is found that B wishes to communicate with a mobile phone. Under such circumstances, communication priority information is given in the following order in the support information.

Priority 1; A's fixed phone number Priority 2; A's mobile phone number Priority 3; B's mobile phone number Priority 4; B's fixed phone number An example of this expressed using XML is shown in FIG. Shown in the format. In this example, <m: SupportInfo pri = "n">("n" is "1" and "2" in this example) and the range enclosed by </ m: SupportInfo> indicates two pieces of support information. ing. The first of the two pieces of support information is information about A, and the attribute pri = "1" of the tag <m: SupportInfo pri = "1"> indicates that the priority of this information is first. ing. The second item is information related to B. Similarly, the attribute pri = "2" of the tag <m: SupportInfo pri = "2"> indicates that the priority is second. Here, since the information of priority 1 is given priority over the information of priority 2, it can be determined that the information related to A is support information having a higher priority than the information related to B. Furthermore, the first support information about A is enclosed in <m: ComAddress pri = "n"> (in this case, "n" is "1" and "2") and </ m: ComAddress>. These two communication addresses are included. Of these, the first communication address tag (tag attribute pri = "1") is a landline telephone number, and the second communication address (tag attribute pri = "2") is a mobile phone number. is there. Incidentally, it can be seen from the comparison of the tag attributes regarding both that the first communication address has a higher priority than the second communication address.

  Similarly, if the support information regarding B is observed, it can be seen that the mobile phone has a higher priority than the fixed phone.

Next, each process of (c-1) to (c-7) regarding the acquisition / generation processing of the support information in the exchange apparatus will be sequentially described.
(C-1) Acquisition of information related to a fixed telephone in the vicinity of a communication partner When a user of a communication terminal originally cannot communicate with a communication partner, in general, a telephone of another fixed telephone in the workplace to which the user of the communication partner originally belongs It is convenient if you know the number. According to the actual rule of thumb, when the first call made to the other party does not connect, the operation of checking another telephone number in the other party's office and making a call there is widely performed. In the case shown in (c-1), this information is obtained as support information, and this will be described based on the operation sequence chart of FIG.

  First, as a database in which such work telephone number information is stored, subscriber data regarding a communication partner is assumed. At this time, the information editing unit 102 requests the subscriber data management unit 108 in the exchange apparatus 100 for information related to the work phone number together with the address information of the other party of communication (step S701).

  If the subscriber data management unit 108 originally manages information related to the communication partner, the subscriber data management unit 108 searches the subscriber database with the information of the original communication partner received from the information editing unit 102, and the workplace telephone number hit by the search Is returned to the information editing unit 102 (step S702).

  For example, if the telephone number is originally known as information on the communication partner, a database in the subscriber data management unit 108 is searched with the telephone number, and the work telephone in the database is searched for the subscriber data of the original communication partner. Extract the number.

  Note that if the subscriber data management unit 108 in the switching apparatus 100 originally does not manage the subscriber data of the communication partner, for example, another switching apparatus such as the switching apparatus 200 is passed through the other switching apparatus IF unit 104. Then, the information on the communication partner is originally transmitted and the workplace telephone number is requested (steps S703 to S704). Thereafter, when the subscriber data management unit 108 obtains a response of information including the work phone number from another exchange device (steps S705 to S706), the subscriber data management unit 108 returns the information to the information editing unit 102 (step S702).

  That is, if the telephone number of the other party is originally known, it can be determined from the telephone number whether or not the subscriber is under the control of the own switching device. By analyzing in the network, it is possible to identify the switching apparatus that originally manages the communication partner and collect the information. If the SIP URI of the communication partner is originally known, the switching device that originally manages the communication partner can be specified from the domain name, and communication with the switching device is possible.

  Further, when workplace information is managed as personal information, and the workplace telephone number is managed by an IT system outside the exchange apparatus, the information editing unit 102 originally communicates with the personal information management unit 107. The other party's information is transmitted and a work phone number is requested (step S707). This is a case where, for example, when an external IT system manages layout information such as work desk layout and telephone number plan as a database, the external IT system database is used.

  In this case, the personal information management unit 107 needs to recognize an external IT system having such a database in advance, but this refers to what is set as the configuration data of the exchange device or database. Alternatively, it can be recognized by a method such as making an inquiry to a system external organization such as DNS (Domain Name System).

  If the personal information management unit 107 originally manages the personal information of the communication partner, the personal information management unit 107 originally searches the workplace information such as what workplace the user of the communication partner originally belongs to by using the other communication system information. The office information of the search result is transmitted to the external IT system (for example, the IT system 300) via the IF unit 103, and the office telephone number is requested (steps S708 to S709).

  In response to such a request, the IT system searches the database by the name of the workplace, for example, finds the workplace telephone number based on the given information, and returns it to the personal information management unit 107 (steps S711 to S712). . Upon receiving this response, the personal information management unit 107 returns the information to the information editing unit 102 (step S713).

  On the other hand, if the personal information management unit 107 originally does not have information on the communication partner, it passes the communication partner information to another switching device or IT system and obtains the work phone number from these (however, the process is (It is not shown in the sequence chart of FIG. 7).

  Note that either one of the methods described above for obtaining a work phone number is sufficient. However, these methods are not exclusive and may be executed together to obtain information from various sources. In line with the purpose of the present invention. This is because, in general, a plurality of fixed telephones are installed in a workplace, and a communication partner may originally belong to a plurality of workplaces or workplaces. Furthermore, it is common that there are a plurality of workplace telephone numbers to be acquired because the user who is the communication partner and the terminal that the user uses everyday are in different workplaces. Therefore, a plurality of workplace phone numbers obtained by the above method are arranged in a predetermined order and, if necessary, information on the workplace (work name, building name, address, etc.) and the communication terminal that is the information request source. Will be returned.

For example, in the IT system that manages layout information, such information ordering may be determined with reference to the distance between the seat of the communication partner originally in the workplace and the telephone, and the presence information of the person in the workplace. For example, take measures such as increasing the priority of a phone that is closer to the communication partner's seat, or increasing the priority of the phone of the person who has presence information in the same workplace as the communication partner. You may do it.
(C-2) Acquisition of human address belonging to the same workplace as the communication partner Next, a process related to acquisition of a human address originally belonging to the same workplace as the communication partner will be described. This is because it is useful for the user who requests support information to know the information of a person at the same workplace as well as to know the telephone number originally fixed at the communication partner's workplace. Here, a person in the same workplace not only has the same organizational affiliation, but also includes information on a person who is in a business related to the original communication partner such as a secretary. Further, information obtained as information on those persons is not limited to the telephone number of a fixed telephone, but for example, a calling number of a mobile terminal such as a mobile phone, a terminal using PHS or a wireless LAN, or an e-mail address or an instant A user ID for the message is also included.

  In addition, in the following description, for easy explanation, human information originally related to the same workplace as the communication partner and information related to those people (hereinafter referred to as “workplace related information”) are personal information within the exchange apparatus 100. A case where such information is acquired will be described based on the operation sequence chart of FIG.

  First, when the information editing unit 102 acquires workplace-related information, the information editing unit 102 transmits a request for workplace-related information together with original communication partner information to the personal information management unit 107 in the own exchange device (step S801). In response to this, the personal information management unit 107 collects workplace related information through the following three steps.

  In the first stage, the personal information management unit 107 detects the workplace of the communication partner. More specifically, the personal information management unit 107 searches the database managed by itself based on the communication partner information, and obtains the workplace information of the communication partner. Incidentally, the workplace information obtained here originally includes information such as the communication partner's work place, affiliation name, contact address to the workplace, job title, and access method.

  In the next second stage, the personal information management unit 107 collects information on a person related to the workplace (hereinafter referred to as “workplace-related person”). Basically, the database is searched by the place of work or affiliation name, and the workplace related persons who have the same place of work or affiliation name are listed. In addition to simply listing work-related persons based on their work location and affiliation name, if possible, a list of people who belong to the communication partner's affiliation and position in search of further related work positions and positions Also create.

  Specifically, for example, if the communication partner is the company's president, the workplace cannot be identified, so no information can be obtained by a simple search, or the employees of the entire company A large number of workplace associates may be listed. Therefore, in such a case, a position or workplace such as the president's secretary or secretary section is sought from the information of the original communication partner, the president, and a list of humans related to it is created.

  Such processing can be easily realized, for example, by providing agent information associated with personal information or job title, affiliation / workplace information. That is, prepare a database to be indexed and searched by affiliation (hereinafter referred to as “affiliation database”), and the data obtained by searching by affiliation is any one of agent's affiliation, title, name, other identification name, etc. Alternatively, a plurality is set. When the affiliation is given, the affiliation database is searched, agent information is extracted from the affiliation database, and the result obtained by searching the personal information database using this agent information is set as workplace related information. In addition to indirectly finding a workplace-related person in this way, for example, if there is a workplace-related person who can be directly searched from the communication partner information, the workplace-related person may be used.

  In the next third stage, the personal information management unit 107 collects information about each person listed. The information collected here is not limited to the landline telephone number for each of the work-related persons listed, but for example, a mobile terminal such as a mobile phone, a PHS, or a terminal using a wireless LAN. A number, a mail address, a user ID for an instant message, or the like is also included.

  If the personal information management unit 107 does not have information at each stage described above, an inquiry is made as appropriate to another exchange apparatus or IT system. The sequence chart of FIG. 8 shows an example in which an inquiry is made to another switching apparatus in the process of steps S803 to S806.

  When the processing described above is completed, the personal information management unit 107 selects necessary information from the collected information and returns the result to the information editing unit 102 (step S802).

In general, a plurality of pieces of support information are selected through the above process. Therefore, it is necessary to give information about the priority to a plurality of pieces of support information selected from the attribute of the data acquisition source and the information obtained accompanying the data acquisition. For example, information that is originally obtained from the subscriber data of the communication partner may be given the highest priority, and for position information, measures such as raising the priority of information related to secretary positions over general positions may be taken. good.
(C-3) Acquisition of communication partner's home address and the like Next, a process related to acquisition of the communication partner's home address and the like will be described. Originally, personal information such as access information to the communication partner's home is also effective for communicating with the communication partner, and thus is acquired as one piece of support information. Here, the access information to the home (hereinafter referred to as “home information”) is, for example, a home phone number, a FAX number, an e-mail address, the mobile phone number or PHS number of the person, or similar access information to the person's family. This information.

  In the following, a case where home information is acquired will be described based on the operation sequence chart of FIG.

  When acquiring the home information, the information editing unit 102 first determines whether the support information request source is originally authorized to access the communication partner's home information, and if access is permitted, the access is permitted. The following processing is executed as far as possible. In the following description, it is assumed that home information is managed by the personal information management unit 107 in order to facilitate the explanation.

  When the information editing unit 102 determines acquisition of home information, the information editing unit 102 makes a home information request to the personal information management unit 107 (step S901). In accordance with such a request, the personal information management unit 107 acquires the necessary information from other switching devices and IT systems as necessary (steps S903 to S906), searches the database with the original communication partner information, and uses the search results. The home information of a certain communication partner is returned to the information editing unit 102 (step S902).

  Thereafter, the information editing unit 102 edits the support information by adding data structure information and the like indicating priority to the collected various home information while considering the access right of the support information request source to the original communication partner.

  Incidentally, the personal information management unit 107 includes an employee information database of a company or the like as a personal information system. Normally, such a database stores information on company employees' home phone numbers, spouses, etc., or emergency contact information. The information editing unit 102 obtains information according to the access right of data that can be referred to by the support information request source, and generates support information.

In determining access rights, in addition to static determination that simply asks for the presence or absence of access rights, for example, if the support information requester is originally the superior of the communication partner, Dynamic determination such as expanding the range of personal information that can be referred to by the requester may be performed.
(C-4) Acquisition of information related to communication partner mobile phone, PHS, etc. Next, an acquisition process of information related to the communication partner mobile phone, PHS, etc. will be described. In general, an exchange apparatus that includes mobile terminal devices such as mobile phone terminals and PHS terminals (hereinafter referred to as “mobile terminals etc.”) as service targets always keeps these mobile terminals in order to grasp the position and state of the mobile terminal etc. Signals are exchanged with other parties. And when a portable terminal etc. move out of the reach | attainment range of the electromagnetic wave from an exchange apparatus, or when the power supply of a portable terminal etc. is turned off and communication is interrupted, this is detected. If the position and state of the portable terminal or the like can be grasped in advance in the exchange device, it is extremely effective for communication with the portable terminal or the like. For example, since it is useless to start communication with a portable terminal or the like that is out of the reach of radio waves or in a power-off state, it is possible to prevent in advance starting communication processing for such a portable terminal or the like. is there.

  Here, as described in the explanations of (c-1) to (c-3), not only collecting telephone numbers of mobile terminals and the like to generate support information, but also location information about mobile terminals etc. A process for generating support information including information such as power-off will be described with reference to an operation sequence chart of FIG. Information regarding the location and communication status of the mobile terminal etc. held by the switching device (for example, information indicating power on / off, within / out of range of radio wave coverage, busy / empty state, or address or geographical ) Is managed by the presence information management unit 105 in the exchange as presence information.

  In the following description, for convenience of explanation, a function for acquiring location information of a portable terminal or the like held by a switching device on a network is called a presence management system (function). Needless to say, it is not limited to such functions.

  First, when the home information described in (c-3) includes a telephone number of a mobile terminal or the like, or when the mobile terminal is used at work and the information is acquired as support information (step S1001). In step S1002), the information editing unit 102 requests presence information on the telephone number from the presence information management unit 105 (step S1007).

  The presence information management unit 105 acquires the desired presence information by searching the database using the corresponding telephone number while acquiring the presence information from another switching apparatus or IT system if necessary (steps S1009 to S1012). Then, this is returned to the information editing unit 102 (step S1008).

Thereafter, the information editing unit 102 edits the support information by adding the presence information to the acquired telephone number of the mobile terminal or the like of the original communication partner.
(C-5) Acquisition of Related Address from Presence of Communication Partner Next, a process for acquiring a related address from the presence of the communication partner will be described.

  Generally, when a communication partner is originally attending a meeting or the like, the communication partner may not originally respond to communication depending on the progress of the conference. In such a case, if information such as the telephone number of the room in which the conference is held or information on the person attending the same conference can be obtained, it is effective in achieving the purpose of communication with the communication partner.

  In the following description, the process of generating support information by searching for a telephone number originally located at the same location as the communication partner or a party at that location (hereinafter referred to as “location related person”) is shown in an operation sequence chart of FIG. Based on

  In the following description, it is assumed that the presence information management unit 105 of the exchange apparatus 100 originally manages the positions and states of communication partners and position related persons as presence information. Further, in this example, when the communication terminal is connected to the network or periodically thereafter, the presence information of the own terminal or the own terminal user is registered with the switching device or IT system included in the network. The registration of the information may be performed by the user via a communication terminal at an arbitrary time point, or the switching device or the IT system itself may have a communication terminal connected to the network and the presence of the user. Information may be periodically collected and registered. Further, it is assumed that the information registration process is sufficiently executed before the operation sequence shown in FIG. 11 functions.

  In the operation sequence of FIG. 11, when the information editing unit 102 determines to obtain information about a position related person or the like, first, the presence information management unit 105 is requested to request presence information together with information on the communication partner (step S1101).

  In accordance with such a request, the presence information management unit 105 retrieves the presence information by using the information of the communication partner originally while acquiring presence information from another switching device or IT system if necessary (steps S1103 to S1106). The search result is returned to the information editing unit 102 (step S1102).

  Specifically, the processing described above is as follows.

  For example, assuming that a user of a communication terminal having a SIP URL using a soft phone that operates on a notebook computer as the original communication partner, the presence information shown in [1] to [5] below is required. It is done.

  [1] The location on the network is determined from the IP address of the notebook computer. For example, if a communication network is distributed and operated in each sub-network of a company, it can be determined from which position on the sub-network which notebook computer is used.

  [2] If the correspondence between the IP address of the notebook computer and the physical location is clear, the physical location of the notebook computer is determined. Such an example can be achieved by, for example, obtaining an IP address by DHCP (Dynamic Host Configuration Protocol) and associating an IP address assigned by DHCP with a geographical position such as a floor number or a room number of a building. . If the IP address used for each conference room is known in advance, the location of the conference room in which the notebook computer is used can be determined from the IP address.

  [3] For example, the communication status of the softphone such as line busy / line empty is found. This can be acquired by monitoring the operating state of the switching device if the softphone is communicating with another terminal via the switching device.

  [4] For example, the location information registered in the presence information management system by the user of the communication terminal, such as a conference room name, is found.

  [5] For example, the status information registered in the presence information management system by the communication terminal user such as “meeting” is determined.

  The information editing unit 102 extracts and selects information indicating a location from the collected presence information, and accesses an external IT system to obtain a telephone number provided for the location (for example, the OOO conference room). (Steps S1107 to S1110). In the example of FIG. 11, for example, it is assumed that information regarding a conference room and a telephone number provided in the conference room is stored in an external IT system. However, the information editing unit 102 includes such information. It may be inside the exchange apparatus 100 to be installed, or may be inside another exchange apparatus.

  Subsequently, the information editing unit 102 requests the presence information management unit 105 for information related to the position related person (step S1111).

  In accordance with such a request, the presence information management unit 105 searches the database with the input location information while acquiring information from another switching apparatus or IT system if necessary (steps S1113 to S1116), and obtains a search result. Is returned to the information editing unit 102 (step S1112). Here, the presence information of the position related person includes information accessible to the position related person such as a telephone number and a mail address in addition to the information regarding the place.

The information editing unit 102 edits information such as telephone numbers and location related persons provided in places such as conference rooms acquired in the above process, and presence information thereof as support information.
(C-6) Acquisition of information linked to schedule information of communication partner Next, a process of acquiring information originally linked to schedule information of the communication partner will be described.

  In general, a form in which a user uses a personal schedule as an application on a network using a Web browser is widely used. In such a form, personal schedule information is placed in a database on the network and managed by a predetermined schedule management system. Then, grasping the schedule of the communication partner originally from such schedule information and generating support information including the expected location and the access method to the same location, originally intended for communication with the communication partner. It is extremely effective in achieving it.

  Here, considering the case where communication with the other party using the access method originally obtained from the presence information of the communication partner has failed, information on the place where the communication partner is supposed to be located is extracted from the schedule information of the original communication partner. A process for generating support information from information related to the telephone provided at the place and human presence information related to the place will be described with reference to a sequence chart shown in FIG.

  First, when the information editing unit 102 determines to create support information from the schedule information, the information editing unit 102 in the exchange apparatus 100 in the exchange apparatus 100 takes into account the access right of the support information request source for the schedule information of the communication partner. The communication partner information is originally transmitted to the mobile station, and the schedule information of the communication partner at the present time is requested (step S1201). Here, the schedule information refers to information including an individual's activity schedule, activity location, and its time zone.

  In accordance with this request, the schedule information management unit 106 retrieves the schedule information from the original communication partner information while acquiring the schedule information from another switching apparatus or IT system if necessary (steps S1203 to S1206). The search result is returned to the information editing unit 102 (step S1202). When performing such a search, it is assumed that the schedule information of the original communication partner at the time of the search is obtained in consideration of the date and time.

  The information editing unit 102 extracts and selects information on the location of the original communication partner at the current time from the acquired schedule information, and obtains a telephone number provided in the location (for example, a conference room) to obtain an external IT The system is accessed (steps S1207 to S1210). In the example of FIG. 12, for example, it is assumed that information regarding a conference room and a telephone number provided in the conference room is stored in an external IT system. However, such information is included in the information editing unit 102. It may be inside the exchange apparatus 100 to be installed, or may be inside another exchange apparatus.

  Subsequently, the information editing unit 102 requests information related to the position related person to the presence information management unit 105 (step S1211).

  In accordance with such a request, the presence information management unit 105 searches the database with the input location information while acquiring information from another switching device or IT system if necessary (steps S1213 to S1216), and obtains the search result. Is returned to the information editing unit 102 (step S1212). Here, the presence information of the position related person includes information accessible to the position related person such as a telephone number and a mail address in addition to the information regarding the place.

The information editing unit 102 edits, as support information, information such as a telephone number and a position related person, which are acquired in the above process and provided at a place where a communication partner is supposed to exist, and such presence information.
(C-7) Acquisition of information related to communication history of communication partner Next, the process of acquiring information related to the communication history of the communication partner will be described below.

  In general, a switching device records a communication history through the switching device for charging a user or detecting a state of communication traffic. In the communication history, information on the start / end time of each communication, identification information of the caller and receiver, or information on the type of service used for communication and the communication result is recorded.

  Therefore, it is effective to refer to and use the communication history of the communication partner in order to achieve the intended purpose under circumstances where the communication attempt to the communication partner has failed many times. Become. That is, by determining the date and time when the communication partner originally communicated, the last communication partner, or the status of the service used, etc., from the communication history of the communication partner, determination of communication candidates to communicate with the communication partner Useful information can be obtained.

  Here, a process for obtaining support information by searching for the nearest communication partner of the original communication partner will be described with reference to the operation sequence chart shown in FIG.

  First, when the information editing unit 102 decides to create support information from the communication history, the communication history management unit 109 in the exchange apparatus 100 takes into account the access right of the support information request source with respect to the communication history of the communication partner. The communication partner information is originally transmitted to the communication partner and the latest communication history of the original communication partner is requested (step S1301). In determining access rights, in addition to static determination that simply asks for the presence or absence of access rights, for example, if the support information requester is originally the superior of the communication partner, Dynamic determination such as expanding the range of personal information that can be referred to by the requester may be performed.

  In accordance with the request for the communication history, the communication history management unit 109 retrieves the communication history using the original communication partner information while acquiring the communication history from another switching apparatus or IT system if necessary (steps S1303 to S1306). Then, the search result is returned to the information editing unit 102 (step S1302). Such a search is performed, for example, by specifying an exchange device or IT system that originally has a communication history with the communication partner using the telephone number of the communication partner.

  The information editing unit 102 extracts and selects the latest communication partner of the original communication partner (hereinafter referred to as “nearest communication partner”) from the acquired communication history information, and transmits the information to the presence information management unit 105. A request for presence information of the communication partner is made (step S1307).

  In accordance with this request, the presence information management unit 105 searches the database with the information on the latest communication partner inputted while acquiring information from another switching apparatus or IT system if necessary (steps S1309 to S1312). The presence information of the latest communication partner as a search result is returned to the information editing unit 102 (step S1308).

The information editing unit 102 edits support information from information on the latest communication partner obtained in the above process and presence information thereof.
(D) Support information transmission processing to communication terminal Next, support information transmission processing to the communication terminal will be described based on the system configuration diagram of FIG. 1 and the operation flowchart shown in FIG.

  When the information editing unit 102 in the exchange apparatus 100 finishes editing the support information, the information editing unit 102 activates the terminal IF unit 101 to send the information to the requesting communication terminal (step S1401). In response to this, the terminal IF unit 101 sends the support information to the access network 600 (step S1402).

  Here, the configuration example of the support information transmitted to the access network is the same as the signal format shown in FIG. 3 described above, and the information setting example is as described below. However, in the actual operation mode, there are some parts omitted in the signal format.

  First, the address of the communication terminal (specifically, the communication terminal 500) that requested the support information is set in the transmission destination 301, and an exchange device (specifically, an exchange) that sends the support information to the transmission source 302. The address of the device 100) is set. In the information type 303, identification information for identifying the support information is set. Further, the parameter group 304 includes request identification information received by the support information request, information indicating a result of the support information request (for example, quality of the request result and the reason thereof), and support information generated by the information editing unit 102. The main unit is set.

  The signal format explanatory diagram of FIG. 18 shows a format example when support information is transmitted using TCP (Transmission Control Protocol) in the IP network. In FIG. 18, for convenience of explanation, the signal formats 301 to 304 of FIG. 3 are shown redundantly.

  As is clear from FIG. 18, the information type 303 and the parameter group 304 are transmitted by the TCP data 1803 of the support information signal 1800. That is, the entire information type 303 and parameter group 304 are transmitted in a portion surrounded by <m: SupportInfoResp> and </ m: SupportInfoResp>. Incidentally, m: SupportInfoResp of <m: SupportInfoResp> corresponds to the information type 303 and represents a response signal to the support information request from the communication terminal.

  <M: ReqID> 492YZ6111015 </ m: ReqID> is request identification information, which is the same as that carried by the support information request signal. Such a signal makes it possible to associate a support information request from a communication terminal with support information that is a response to the request.

  Furthermore, <m: DestUser> +81123456789 </ m: DestUser> is also the same as the original communication partner in response to the support information request. <M: Result> OK </ m: Result> indicates that the processing for the support information request has been completed normally and the result was good.

  Similarly, <m: InfoSource> pres </ m: InfoSource> represents an information source used when generating support information. By the way, in this case, it means that presence information is an information source.

  On the other hand, in the XML data 1808, there are two ranges between <m: SupportInfo pri = "n"> (in this example, "n" is "1" and "2") and </ m: SupportInfo>. Support information exists. The part of pri = "n" represents the priority of the support information, the first means priority 1 and the second means priority 2. That is, in the case of FIG. 18, the first support information having pri = "1" is processed with priority. Incidentally, the first support information indicates the content that “a person named Oyama X is in a meeting in the first conference room and can communicate with the person by calling +81123456789”.

Note that the description of the second support information is omitted for convenience of explanation.
(E) Processing of Support Information Received by Communication Terminal The following two cases can be considered as processing when the communication terminal 500 receives a signal including support information from the access network 600. The case where the user of the communication terminal gives an instruction to start communication using the received support information, and the case where the communication terminal itself autonomously determines the start of communication using the reception support information.

  As a typical example, the former corresponds to the case where the user of the communication terminal makes a request for support information. On the other hand, in the latter case, when the communication terminal autonomously issues a support information request, or when the communication terminal recognizes the absence of the terminal user, the communication terminal user's automatic distribution of news, music / video content, etc. This corresponds to a communication service that does not require intervention, or a case where the communication terminal does not have an appropriate function for displaying the content of support information to the user.

In these two cases, processing when receiving support information in the communication terminal will be described below.
(E-1) When User of Communication Terminal Instructs Start of Communication The operation process in this case will be described based on the operation sequence chart shown in FIG.

  First, a signal including support information from the access network 600 is received by the access network IF unit 503 of the communication terminal 500 (step S1501). When the access network IF unit 503 analyzes the received signal and confirms that the signal includes support information, the access network IF unit 503 activates the function of the support information indicating unit 502 in the communication terminal 500 (step S1502).

  The support information indicator 502 displays all or part of the support information on a display panel (not shown) of the communication terminal via an HMI (Human Machine Interface) function of the communication terminal. As such an HMI function, in addition to such a CRT / LED display screen, information may be notified to the user using, for example, a display lamp, synthetic voice, warning electronic sound, or the like. Further, when the received support information includes a plurality of communication destination candidates, it is possible to display the support information in a manner that is easy for the user to understand by using data regarding the information structure included in the support information. As the support information is displayed, the support information indicator 502 prompts the communication terminal user to select a communication destination candidate.

  Using the HMI function of the communication terminal, the user can communicate with the destination by, for example, inputting a command or pressing a button for receiving an instruction, clicking a button / icon on the display of the communication terminal, or dialing a request number. Candidates are instructed to the communication terminal (step S1504). At this time, the user can issue an instruction not to perform communication.

  The processing operation in the above communication terminal will be described more specifically as follows.

  For example, if the communication terminal is a softphone that runs on a personal computer, a window displaying a list of support information is displayed on the personal computer screen. If there is a plurality of support information at this time, it is also possible to edit the table according to the structure and priority of the support information accompanying the support information and display it on the window. On the other hand, a user who uses such a softphone as a communication terminal can designate a desired communication partner or an address of the communication partner, for example, by clicking with a mouse on a specific position of the display contents of the window.

  The support information indicating unit 502 in the communication terminal 500 extracts information necessary for starting communication from the support information in accordance with an instruction from the user, and makes a call setting request to the communication control unit 504 together with the information. (Step S1505). In response to the request, the communication control unit 504 starts a new communication based on the input information.

If the newly started communication fails, the user of the communication terminal may select another communication partner from the already received support information, or request support information again. Also good. Alternatively, communication to the original communication partner may be abandoned.
(E-2) When a communication terminal autonomously determines the start of communication An operation process in this case will be described based on an operation sequence chart shown in FIG.

  In this example, the processing until the support information indication unit 502 of the communication terminal 500 receives a signal including support information from the access network 600 via the access network IF unit 503 (steps S1601 to S1602) is described above. Since this is the same as steps S1501 to S1502 in (e-1), the description thereof is omitted.

  When the communication terminal autonomously uses the support information to determine the start of communication, the support information indicator 502 only displays that the support information has been received when displaying all or part of the received support information to the user. There are various modes of displaying the, or displaying nothing at all. In any case, the support information indicating unit 502 analyzes the received support information, determines whether communication is possible and selects a communication destination candidate, and transmits a call setting request to the communication control unit 504 together with the information. (Step S1505). Note that the selection logic in this case may be unique to each communication terminal, or may be preset by system configuration information. Alternatively, it may be specified by the user of each communication terminal. In addition, the communication terminal may make a determination not to resume communication.

  After the above processing is performed, the communication control unit 504 starts a new communication based on the input information.

  If the newly started communication fails, the communication terminal 500 may select another communication partner from the already received support information, or may request the support information again. good. Alternatively, communication to the original communication partner may be abandoned.

  As described above, according to the present invention, when communication with the other party that the user of the communication terminal originally desires to communicate fails, the information held by various devices installed on the network using the other party as the keyword. By searching / collecting / editing, it is possible to obtain a list of communication destination candidates for achieving the intended purpose or assisting the achievement of the purpose. Furthermore, by resuming communication using such a list, it is possible to provide support with high convenience to the user of the communication terminal.

FIG. 1 is a block diagram showing the configuration of an exchange system according to one embodiment of the present invention. FIG. 2 is a sequence chart showing processing when the user of the communication terminal makes a request for support information in the embodiment of FIG. FIG. 3 is a signal format diagram showing the configuration of the support information request signal. FIG. 4 is a sequence chart showing an operation when the communication terminal autonomously requests support information in the embodiment of FIG. FIG. 5 is a sequence chart showing support information request acceptance processing in the exchange apparatus in the embodiment of FIG. FIG. 6 is a flowchart showing support information generation processing in the exchange apparatus in the embodiment of FIG. FIG. 7 is a sequence chart showing a process for generating support information related to a fixed telephone near the communication partner. FIG. 8 is a sequence chart showing a process of generating support information related to the address of a person who belongs to the same workplace as the communication partner. FIG. 9 is a sequence chart showing a process of generating support information related to a communication partner's home address and the like. FIG. 10 is a sequence chart showing a process for generating support information related to a mobile phone, PHS, or the like of a communication partner. FIG. 11 is a sequence chart showing a process for generating support information related to presence information of a communication partner. FIG. 12 is a sequence chart showing support information generation processing linked to communication partner schedule information and the like. FIG. 13 is a sequence chart showing a process of generating support information related to the communication history of the communication partner. FIG. 14 is a sequence chart showing a process of sending support information to a communication terminal. FIG. 15 is a sequence chart showing processing when the user of the communication terminal instructs the start of communication. FIG. 16 is a sequence chart showing processing when the communication terminal starts communication autonomously. FIG. 17 is a signal format diagram when requesting support information using TCP on the IP network. FIG. 18 is a signal format diagram when transmitting support information using TCP on the IP network. FIG. 19 is an explanatory diagram when the support information is displayed using XML. FIG. 20 is an explanatory diagram illustrating an example of combining two pieces of support information.

Explanation of symbols

100, 200 Switching apparatus 300 IT system 500, 550 Communication terminal 600 Access network

Claims (10)

An exchange device for selectively connecting a plurality of communication terminals,
Request signal receiving means for receiving a support information request signal accompanied by designation of a counterpart terminal issued from any one of the communication terminals;
Information holding means for holding terminal-related information corresponding to each of the communication terminals;
Information acquisition means for acquiring, as support information, the terminal related information corresponding to at least one candidate to be substituted for the counterpart terminal in response to the support information request signal;
The support information acquired by the information acquisition means, seen including and a support information transmitting means for transmitting to the originating communication terminal having issued the support information request signal,
The terminal-related information exchange apparatus according to claim including Mukoto the communication history information for each of the communication terminal.   2. The exchange apparatus according to claim 1, wherein the terminal related information includes telephone number information related to a user's workplace and seat position for each communication terminal.   2. The exchange apparatus according to claim 1, wherein the terminal related information includes status display information of related parties related to a user's workplace or post for each communication terminal.   The exchange apparatus according to claim 1, wherein the terminal related information includes personal information of a user for each communication terminal.   The exchange apparatus according to claim 1, wherein the terminal related information includes user portable communication device information for each communication terminal.   The exchange apparatus according to claim 1, wherein the terminal related information includes user status display information for each communication terminal.   The exchange apparatus according to claim 1, wherein the terminal related information includes schedule information of a user for each communication terminal. The exchange apparatus according to claim 1, wherein the support information request signal has an XML format data structure. When support information indicating two or more candidates is acquired by the information acquisition unit, the information acquisition unit further includes a relationship information generation unit that generates inter-candidate relationship information indicating a relationship between the candidates,
The exchange apparatus according to claim 1, wherein the support information transmitting unit transmits the substitute terminal presentation signal including the candidate relationship information. An exchange method using an exchange device that selectively connects a plurality of communication terminals,
Receiving a support information request signal accompanied by designation of a counterpart terminal issued from any one of the communication terminals;
Holding terminal related information corresponding to each of the communication terminals;
Obtaining the terminal related information corresponding to at least one candidate to be substituted for the counterpart terminal in response to the support information request signal as support information from the information holding means;
Transmitting the support information acquired by the information acquisition means to the originating communication terminal that issued the support information request signal,
The exchange method, wherein the terminal related information includes communication history information for each communication terminal.

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