JP5157491B2 - Telephone call support device and method - Google Patents

Description

  The present invention relates to a telephone call support device that notifies a telephone caller of a call status at the time of a telephone call and supports the absence determination of a telephone call destination.

  Background art is disclosed in Japanese Patent Application Laid-Open No. 2004-23494. This background art is shown in FIG. 10 as a block diagram of a conventional telephone call support device.

  In FIG. 10, the telephone serving as the telephone call support device according to the background art has a control circuit 508 that counts the number of calls at the time of an incoming call, and the call is canceled from the caller side before an off-hook operation is performed at the time of the incoming call. A memory 513 that stores the count value of the number of calls for the incoming call, and the control circuit 508 uses the control circuit 508 to determine whether the incoming call has been canceled until the off-hook operation is performed and the count value stored in the memory is a set value. And a display 521 for displaying an incoming call history from which a specific incoming call is omitted.

With this configuration, when the telephone receives an illegal act such as “one-off”, the number of calls is less than a predetermined value (for example, once), and the call is canceled from the caller before the off-hook operation is performed. Therefore, the caller's incoming data is omitted in the display of the incoming call history. Accordingly, when the user selects one incoming data from the incoming data included in the incoming call history displayed on the display and places a call to the caller, the user makes a call to the fraudster. You can avoid that.
JP 2004-23494 A

  Since the telephone call support device according to the background art is configured as described above, when used in a call-type call center service, the call center operator makes a call based on the incoming call history displayed on the display 521. Since there is no support for the absence determination regarding the telephone destination when making a call, there is a possibility of repeating unnecessary calls more than necessary, thereby improving the operational efficiency of the operator who makes hundreds of calls a day. There is a risk of lowering. In addition, there is a possibility that the telephone call is disconnected early by an unsatisfactory call by the operator, and there is a risk that the customer who is the telephone call destination may be thankful. As described above, since the absence determination depends on the operator, there is a problem of lack of stability and accuracy.

  In addition, the telephone call support device according to the background art may be operated with a uniform standard for determining that the call destination is absent when a certain number of ringing sounds or the call time is exceeded. The absence status varies depending on individual circumstances such as telephone form, location, time zone, occupation type, age, and gender, so there is a possibility that unnecessary ringing sounds and misjudgment of absence may occur. There is a problem that the absence determination using the standard is insufficient.

  In addition, since the operator using the telephone call support device according to the background art is asked for the same ringing tone each time a call is made and needs to store the number of ringing sounds, it handles a large number of calls. As a result, a ringing sound for a considerable time is heard, and there is a possibility that the number of ringing sounds may be counted incorrectly, which causes a heavy work load and, in some cases, leads to hearing fatigue and psychological fatigue.

  The present invention has been made in order to solve the above-mentioned problems, and sums up the call status when a call is made by an operator, specifically notifies the user of the call, and sets an appropriate number of ringing sounds and / or calling time for a telephone response of the call destination. By avoiding unnecessary calls more than necessary, the operator's workload is reduced and work efficiency is improved. An object of the present invention is to provide a telephone call support device that supports smooth call center operations.

  A phone call support device according to the present invention is a phone call support device that supports phone call from a phone caller to a phone call destination. Call information detecting means for detecting call information including a call destination number and the number of ringing sounds and / or a call time of the telephone call, and the call information detected by the call information detecting means is visually and / or tone-like. Notification information generating means for generating notification information to be specified, and notification information output means for outputting the notification information generated by the notification information generation means to a telephone caller.

  As described above, according to the present invention, in accordance with the call status detected by the call information detection unit, the notification information generation unit generates the notification information visually and / or toned, and notifies the notification information. Since the information is output to the telephone caller by the information output means, the calling situation of the telephone call can be changed visually and / or tonally without repeating the same ringing sound to the telephone caller. The notification is made to the telephone caller, and the auditory fatigue and psychological fatigue caused by repeatedly listening to the same call sound for the telephone caller can be eliminated.

  In addition, the telephone call support device according to the present invention, if necessary, the number of response results obtained by the notification information generating means by summing up the number of ringing sounds or the call time that is responded to a telephone call by a predetermined telephone call destination. The telephone call information including the total number of calls to the telephone call destination is accumulated as a history, and the notification information corresponding to the telephone call destination is generated based on the telephone call information. As described above, according to the present invention, the notification information generating unit accumulates the telephone call information including the number of response records and the total number of calls as a history, and the telephone call information corresponding to the telephone call destination is based on the call call information. Since the notification information is generated, the notification information corresponding to the number of response records accumulated as past results of the telephone call destination is indicated to the telephone call source, and the telephone call destination corresponding to the call status of the telephone call is indicated. The correspondence can be grasped by the caller with high accuracy.

  In addition, the telephone call support device according to the present invention responds to the telephone call destination according to the number of ringing sounds or the call time of the current telephone call based on the actual number of responses, as necessary. A response expectation that specifies the expected degree of operation is calculated, and the notification information that is specified using an image and / or tone that correlates the response expectation with the response expectation is generated. As described above, according to the present invention, the notification information generating means is specified using the image and / or the tone that correlates the response expectation calculated based on the response record number with the response expectation. Since the notification information is generated, the response expectation that varies discretely with the number of ringing calls or the calling time is provided to the telephone source as an image and / or tone, and each individuality of the telephone destination Therefore, it is possible to extract the feature corresponding to the telephone call source and prompt the caller to take a response corresponding to the feature of the individual call destination.

  In addition, the telephone call support device according to the present invention, if necessary, the notification information generating means regards the expected response as a continuous function of the number of ringing sounds or the calling time and based on the actual number of responses. Is calculated, and the notification information indicating the approximate curve graph visually and / or in tone is generated. As described above, according to the present invention, the notification information generation unit calculates the approximate curve graph and generates the notification information visually and / or tonally indicating the approximate curve graph. The response expectation continuously changing in the graph is provided to the call originator using the image and / or the tone, and the response tendency of the call destination with respect to the call origination can be extracted. It is possible to encourage the caller to respond to the trend.

  Further, the telephone call support device according to the present invention, if necessary, indicates the number of ringing sounds or the call time of the current telephone call detected based on the call information, together with the approximate curve graph. The notification information to be visually specified is generated. As described above, according to the present invention, the notification information generation means visually specifies the number of ringing sounds or the calling time of the current telephone call detected based on the call information together with the approximate curve graph. Since the information is generated, the number of ringing sounds or the ringing time of the current telephone call is displayed together with the approximate curve graph, and information that makes it easier to visually understand the calling state of the telephone call to the caller. It can be grasped.

(First embodiment of the present invention)
Hereinafter, a telephone call support device according to a first embodiment of the present invention will be described with reference to FIGS.
FIG. 1 is a block diagram showing the configuration of a telephone call support device according to the first embodiment of the present invention, FIG. 2 is a flowchart of the phone call support device shown in FIG. 1, and FIG. 3 is shown in FIG. FIG. 4 shows an example of an output screen of the call origination support apparatus described in FIG. 1, and FIG. 5 shows an example of voice output of the call origination support apparatus shown in FIG. The figure is shown.

  The telephone call support device according to the first embodiment of the present invention is shown in FIG. 1, based on the telephone call from the telephone call source 100a by the call source 100 to the telephone receiver 200a of the call destination 200. Call information detection means 1 for detecting call information including a telephone call destination number which is the telephone number of the destination 200 and the number of ringing sounds of the telephone call, and the call information detected by the call information detection means 1 Notification information generating means 2 for generating notification information 22a to be specified in tone, and notification information output means 3 for outputting the notification information 22a generated by the notification information generating means 2 to the telephone caller 100 It is the structure provided with.

  Further, the notification information generating means 2 includes telephone call information 21a including the actual number of responses obtained by totaling the number of ringing sounds responded to the telephone call by the telephone destination 200 and the total number of calls to the telephone destination 200. The call transmission information storage unit 21 stores the information as a history, and the notification information generation unit 22 generates the notification information 22a corresponding to the telephone call destination 200 based on the call transmission information 21a.

  As shown in FIG. 2, the call information detecting means 1 makes a call from the telephone call source 100 to the telephone call destination 200 (S 1). The destination telephone number and the number of ringing sounds are detected (S2). Next, the call information detecting means 1 judges whether or not the telephone call destination 200 has not answered (S3).

  When it is determined that the call information detection means 1 has not answered in S3, the call information detection means 1 determines whether or not the telephone caller 100 has not disconnected the call (S4). If it is determined in S4 that the notification information generating unit 22 is not disconnected, the notification information generating unit 22 determines the telephone number according to the number of ringing sounds of the telephone call based on the number of response results of the telephone call information 21a regarding the telephone call destination 200. A response expectation level that specifies an expectation level returned to the destination 200 is generated (S5).

  Further, the notification information 22a for specifying the response expectation level according to the current number of ringing sounds is generated (S6). The notification information output means 3 outputs a screen based on the notification information 22a (S7). The processing flow of the telephone call support device returns to S2 again after outputting this screen, and repeats the processing after S2.

  Further, when it is determined in S3 that the response is from the telephone call destination 200, the telephone call information storage unit 21 updates the information of the telephone call information 21a related to the telephone call destination 200 (S8). Similarly, when it is determined in S4 that the call source 100 has disconnected, the information of the call origination information 21a related to the call destination 200 is updated (S9). After S8 or S9, the telephone call support device ends the process.

  As shown in FIG. 3A, the telephone call information 21a is composed of items of a telephone number, the total number of calls, and the number of ringing sounds as the number of actual responses. This telephone number item indicates the telephone number of the telephone call destination 200. The total number of calls field indicates a value obtained by totaling the number of calls made to the telephone call destination 200. In addition, the ringing tone frequency item indicates a value obtained by summing up the ringing tone count until the telephone response of the telephone call destination 200.

  The telephone call information accumulating unit 21 corresponds to the total call count item of the telephone call information 21a related to the telephone call destination 200 and the number of ringing sounds that are answered at the time of the response from the telephone call destination 200 in S3. 1 is added to the number-of-calling-tone item. In addition, when there is no telephone call information 21a related to the telephone call destination 200, the telephone call information storage unit 21 newly creates the telephone call information 21a related to the telephone call destination 200 and then performs this addition. .

  Further, the telephone call information storage unit 21 adds 1 to only the total call count item of the telephone call information 21a related to the telephone call destination 200 at the time of disconnection from the telephone call source 100 in S4. In addition, when there is no telephone call information 21a related to the telephone call destination 200, the telephone call information storage unit 21 newly creates the telephone call information 21a related to the telephone call destination 200 and then performs this addition. .

  In addition, as shown in the figure, the telephone call information 21a has performance alternative information that substitutes the response performance number of the telephone call destination 200 that is lower than the reference value of the response performance number. The notification information generation unit 22 determines that the number of response results is below the available standard for the telephone destination 200 that is less than the value of the total number of calls field of the result substitution information, Based on this, the expected response is generated.

  As a specific example, the notification information generation unit 22 indicates 30 times exceeding the 25 times of the actual substitution information in the total number of calls of the telephone call destination 200 corresponding to the telephone number 123-456-7890 in the figure. Therefore, a response expectation is generated based on the actual number of responses of the telephone call destination 200. In addition, the notification information generating unit 22 performs the total number of calls 20 times less than 25 times of the actual substitution information in the total number of calls item of the telephone destination 200 corresponding to the telephone number 456-789-0123 in FIG. Therefore, a response expectation is generated based on the performance alternative information. In addition, the said performance alternative information can be registered by the external input from the user of this telephone transmission assistance apparatus.

  In addition, as shown in FIG. 5B, the telephone call information storage unit 21 can also calculate an average value of the actual number of responses to all telephone call destinations 200 in the telephone call information 21a. The notification information generation unit 22 can also use this average value as an alternative to the actual replacement information. The notification information generation unit 22 uses this average value based on the actual result, so that the telephone call destination 200 below the reference value of the actual response number is expected to respond more than when the actual result alternative information is used. The accuracy of the degree can be improved.

  Further, as shown in FIG. 4, the notification information output unit 3 displays a screen corresponding to the calling status of the telephone caller 100. As shown in FIG. 5A, the display screen for the telephone call in S1 includes a telephone number area 301 for inputting a telephone number and a call button 302 that is pressed when a telephone call is made using this telephone number.

  The telephone call source 100 follows the display screen in S1 and inputs the telephone number 123-456-7890 of the telephone call destination 200 into the telephone number area 301 and then presses the call button 302 to make a call. Start. In addition, the display screen in S6 after the call button is pressed includes a call status display area 303 for displaying the expected response level and a manual for manually disconnecting the call as shown in FIG. It consists of a disconnect button 304. The telephone caller 100 can easily confirm the current expectation of response based on the display content of the call status display area 303 until the telephone caller 100 responds to the telephone callee 200 in S6.

  In addition, the telephone call source 100 responds from the telephone call destination 200 when the number of ringing sounds reaches zero after exceeding the maximum value in the response expectation displayed in the call status display area 303. The telephone call can be disconnected by determining that there is none and pressing the manual disconnect button 304.

  The telephone call support device can also make this no-response determination based on the expected response. The telephone call support device uses the time when the number of ringing tones that reaches zero after exceeding the maximum value in the response expectation as the call frequency target number, and when the call frequency target number is reached, This telephone call can be automatically disconnected in cooperation with 100a.

  As a specific example, the telephone call support device shows the call information because the number of ringing sounds after the 11th call shows zero in the telephone call destination 200 corresponding to the telephone number 123-456-7890 in FIG. When the eleventh ringing sound is detected by the detecting means 1, the telephone call is automatically disconnected. By this automatic disconnection, this telephone call support device automates the determination of absence of the telephone call destination 200, which conventionally relied on the individual determination of the telephone call source 100, thereby further reducing the burden on the telephone call source 100. be able to.

  Further, as shown in FIG. 4 (c), the telephone call support device has customer information associated with a telephone number with respect to the telephone call destination 200, so that the notification information output means 3 displays this customer information. The customer information display area 305 to be displayed can also be displayed on the screen. The telephone call source 100 grasps customer information regarding the telephone call destination 200 before a call by this screen display, and can get a sense of heart for the call with the telephone call destination 200. Due to misunderstanding of the telephone call source 100 with respect to 200 customer information, it is possible to avoid occurrence of a call that seems rude to the telephone call destination 200.

  Moreover, since the notification information generation unit 22 outputs the notification information 22a as an image by the notification information output unit 3, the notification information 22a can make a sound such as a ringing tone silent. As a result of this silence, the telephone caller 100 is able to eliminate the problem of constantly listening to the same ringing tone and counting the number of ringing sounds as in the prior art. Psychological fatigue can be avoided.

  In addition, as shown in FIG. 5, the notification information generation unit 22 can also generate the notification information 22 a in which the tone is changed according to the expected response level regarding the telephone call destination 200. As an example of tone change, the notification information generation unit 22 generates the notification information 22a in which the sound band of the voice is changed according to the expected response level, as shown in FIG. The notification information generation unit 22 generates a low frequency sound when the response expectation is low, and sets a reference when the response expectation is low, and generates a low frequency when the response expectation is high. Generates local audio.

  Further, as another example of tone change, the notification information generation unit 22 generates the notification information 22a in which the tempo of the sound is changed according to the response expectation as shown in FIG. You can also. In addition, the notification information generation unit 22 can also generate the notification information 22a in which the melody of the voice is changed according to the response expectation as shown in FIG.

  The telephone caller 100 can avoid a situation in which the same ringing sound is repeatedly heard every time a telephone call is made, as in the prior art, by such voice changing according to the expected response. At the same time, the telephone call source 100 can obtain a heartbeat for the response of the telephone call destination 200.

  In addition, the hardware configuration of each device constituting the telephone call support device according to the present embodiment is used as a CPU that controls the entire device, and is used as a work area of the CPU and also for storing a boot program and the like. A memory, a mass storage device for storing data written under the control of the CPU, a display for displaying various data such as documents and images, a communication device for transmitting / receiving data between the device and a network connected to the LAN / WAN, A keyboard that converts data corresponding to a pressed key with a plurality of keys into an electrical signal, a mouse that converts the rotation of the ball at the bottom of the body and the ON / OFF of each button at the top of the body into an electrical signal, An input device for inputting electrical signals from the keyboard and mouse to the inside of the device as needed, and a bus connecting the above components It made.

(Second embodiment of the present invention)
Hereinafter, a telephone call support device according to a second embodiment of the present invention will be described with reference to FIGS.
FIG. 6 is a flowchart of the call origination support apparatus according to the second embodiment of the present invention, and FIG. 7 is an explanatory diagram showing an example of an output screen shown in the call status display area of the call origination support apparatus described in FIG. Show.

  The telephone call support device according to the second embodiment of the present invention is similar to the first embodiment in that the call information detecting means 1, the notification information generating means 2, and the telephone call information 21a are generated. The information storage unit 21, the notification information generation unit 22 that generates the notification information 22a, and the notification information output unit 3 are provided, and the contents of the notification information 22a generated by the notification information generation unit 22 are different. It is a configuration.

  As shown in FIG. 6, the processing flow of the telephone call support device is performed from S1 to S4 in FIG. 2 as in the first embodiment. When it is determined in S4 that there is no disconnection, the notification information generation unit 22 generates a pseudo curve graph based on the actual number of responses of the telephone call information 21a related to the telephone call destination 200 (S5-1). .

  This pseudo curve graph is created using a technique such as Newton's method based on the actual number of responses and regarding the expected response as a continuous function of the number of ringing sounds. Further, the notification information generation unit 22 generates the notification information 22a by superimposing the current number of ringing sounds detected from the call information detection unit 1 on the pseudo curve graph (S6-1). In the subsequent processing of S6-1, the processing after S7 is performed in the same manner as in the first embodiment.

  In addition, when the notification information generation unit 22 falls below a standard that can use the response record number for the telephone destination 200 that is less than the value of the total call count item of the record substitution information shown in FIG. The pseudo curve graph is generated based on the result substitution information. The telephone call information storage unit 21 can also use the average value shown in FIG. 3B as a substitute for the actual substitute information. The notification information generation unit 22 can improve the accuracy of the pseudo curve graph by using the average value based on the results, compared with the case where the results alternative information is used.

  The telephone call support device can also make this no-response determination based on the pseudo curve graph. This telephone call support device uses the time when the number of ringing tones that reaches zero after exceeding the maximum value in the response expectation as the call frequency target number, and when the call frequency target number is reached, The telephone call is automatically disconnected in cooperation with 100a.

  In addition, the notification information generation unit 22 determines the time when the number of ringing times reaches the number of ringing sounds that becomes a predetermined value of the slope of the pseudo curve graph after exceeding the maximum value of the pseudo curve graph with respect to the determination of no response. It can also be a number. This predetermined value can be registered by external input from a user of the telephone call support device. By using this predetermined value, the telephone call support device can avoid making the telephone caller 100 repeat unnecessary calls more than necessary.

  Further, as shown in FIG. 7 (a), the notification information generation unit 22 sets the current number of ringing tones n with the pseudo curve graph 401 set according to the telephone call destination 200 in S6 as a background diagram. A translucent gauge area 402 corresponding to the corresponding area is displayed on the call status display area 303 so as to overlap the background diagram. Further, as shown in FIG. 4B, the call status display area 303 is formed by a gauge area 402 that operates smoothly with the passage of the number of ringing sounds n, with the pseudo curve graph 401 as a background diagram. -1), (b-2), and (b-3) in that order. The telephone caller 100 can easily grasp the current calling state from the gage area 402 that moves smoothly on the pseudo-curve graph 401 only by looking at the current calling state.

(Other embodiments of the present invention)
Hereinafter, a gift return assistance apparatus according to another embodiment of the present invention will be described with reference to FIGS.
FIG. 8 shows an example of an output screen displayed in a call status display area of a telephone call support device according to another embodiment of the present invention, and FIG. 9 shows a call status of the phone call support device according to another embodiment of the present invention. The explanatory view showing the example of a tone change is shown.

  The telephone call support device according to another embodiment of the present invention is similar to the second embodiment in that the call information detecting means 1, the notification information generating means 2, and the telephone call information storage for generating the telephone call information 21a are stored. Unit 21, the notification information generation unit 22 that generates the notification information 22a, and the notification information output unit 3, and the content of the notification information 22a generated by the notification information generation unit 22 is different. The processing flow is the same as that of the second embodiment shown in FIG. Hereinafter, the content of the notification information 22a will be described.

  As shown in FIG. 8A, the notification information generation unit 22 can also indirectly display the current number of ringing sounds n and the pseudo curve graph 401 by using illustration images. The notification information generation unit 22 generates an illustration image in which the hand 404 approaches the telephone 403 according to the high expected response level of the pseudo curve graph 401 corresponding to the current number of ringing sounds n.

As shown in FIG. 8 (b), the screen transitions in the order of FIG. 8 (b-1), FIG. 8 (b-2), and FIG. . Of the three screens, the figure with the highest expected response is the figure (b-3) in which the hand 404 is closest to the telephone 403. Of these three screens, the figure with the lowest expected response is the figure (b-1) in which the hand 404 is farthest from the telephone 403.

  Further, as shown in FIG. 9, the notification information generation unit 22 can indirectly display the current number of ringing sounds n and the pseudo curve graph 401 by using the tone change. The notification information generation unit 22 generates a volume proportional to the level of expected response of the pseudo curve graph 401 corresponding to the current number of ringing sounds n, as shown in FIG. The voice in this case is not a simple repeat sound of the same tone as the conventional ringing tone. For example, “The first call”, “The second call”, etc. It is preferable to output changing audio content.

  Further, as shown in FIG. 5B, the notification information generation unit 22 generates a scale corresponding to the level of expected response of the pseudo curve graph 401 corresponding to the current number of ringing sounds n. For example, the high response expectation and the octave of speech may be correlated. Further, as in the case of FIG. 6A, the voice in this case is not a simple repeated sound of the same sound like the conventional ringing tone, but a voice content that changes according to the number of ringing sounds is output. It is preferable.

  Further, as shown in FIG. 3C, the notification information generation unit 22 generates a sound corresponding to the high expected response level of the pseudo curve graph 401 corresponding to the current number of ringing sounds n. For example, as shown in the figure, the voice can be determined according to the response expectation at the present time based on the threshold values of A, B, and C set for the response expectation.

  For example, in the case of the response expectation included between the threshold value A and the threshold value B, the sound content such as “response is approaching” is output. In addition, when the response expectation exceeds the threshold A, this sound outputs a sound content such as “response is very close”. It should be noted that the three tone change examples shown in FIGS. 3A, 3B, and 2C can be implemented separately, and a voice that combines a plurality of the three tone changes. Can also be output.

  The telephone call source 100 can easily obtain a heartbeat for the response from the telephone call destination 200 by using the above-described tone change. In addition, the phone call source 100 is prevented from constantly listening to the ringing tone of the same sound or counting the number of ringing sounds as in the prior art due to this tone change, and the auditory sensation caused by the ringing tone is caused. Fatigue and psychological fatigue can be avoided.

  The telephone call support device according to the above-described embodiment uses the ringing sound count as a reference for waiting for a response at the time of calling the phone, but is not necessarily limited to the number of ringing sounds, and the call time is a response at the time of calling the phone. It is also possible to use a waiting standard.

(Supplementary note 1) In a telephone call support device for supporting a telephone call from a telephone call source to a telephone call destination, a call destination number that is a telephone number of the telephone call destination of the telephone call based on a telephone call by the telephone call source, and Call information detection means for detecting call information including the number of ringing sounds and / or call time of the telephone call, and notification information for visually and / or toningly specifying the call information detected by the call information detection means A telephone call support device comprising: broadcast information generation means for generating; and broadcast information output means for outputting the broadcast information generated by the broadcast information generation means to a caller.

(Additional remark 2) The said alerting | reporting information generation | occurrence | production means contains the response actual number calculated | required by totaling the number of ringing sounds or the calling time responded to the telephone call by the predetermined telephone call destination, and the total call number to the said telephone call destination The telephone call support device according to appendix 1, wherein the telephone call information is stored as a history, and the notification information corresponding to a telephone call destination is generated based on the telephone call information.

(Supplementary Note 3) The notification information generating means calculates a response expectation level that specifies an expectation level to be answered to the telephone call destination according to the number of ringing sounds or the call time at the current time based on the number of response records. The telephone call assistance device according to appendix 2, wherein the notification information specified by using an image and / or a tone correlating the response expectation to the response expectation is generated.

(Additional remark 4) The said alerting | reporting information production | generation means considers the said response expectation as a continuous function of the number of ringing sounds or a calling time, calculates the approximate curve graph which the said continuous function shows based on the said response actual number, The said approximate curve The telephone call assistance device according to supplementary note 3, wherein the notification information indicating the graph visually and / or tones is generated.

(Additional remark 5) The said alerting | reporting information production | generation means produces | generates the said alerting | reporting information which specifies visually the ringing sound frequency or the calling time of the present telephone call detected based on the said calling information with the said approximate curve graph. The telephone call support device according to appendix 4, characterized by:

(Appendix 6) In a telephone call support method for supporting a telephone call from a telephone call source to a telephone call destination, a call destination number that is a telephone number of the telephone call destination of the telephone call based on a telephone call from the telephone call source and Call information detection step for detecting call information including the number of ringing sounds and / or call time of the telephone call, and notification information for visually and / or tonally specifying the call information detected by the call information detection step A notification information generation step to generate;
A telephone call support method comprising: a broadcast information output process for outputting the broadcast information generated by the broadcast information generation process to a caller.

(Supplementary note 7) The notification information generation step includes the number of ringing sounds or the number of response times obtained by summing up the number of ringing times that have been answered by a predetermined telephone destination and the total number of calls to the telephone destination. The telephone call support method according to appendix 6, wherein the telephone call information is accumulated as a history, and the notification information corresponding to the telephone call destination is generated based on the telephone call information.

(Supplementary Note 8) The notification information generation step calculates a response expectation level that specifies an expectation level that is answered by the telephone call destination according to the number of ringing sounds or the call time at the current time based on the actual number of responses. The telephone call support method according to appendix 7, wherein the notification information specified by using an image and / or a tone that correlates the response expectation to the response expectation is generated.

(Supplementary note 9) The notification information generation step calculates the approximate curve graph indicated by the continuous function based on the actual number of responses, considering the expected response level as a continuous function of the number of ringing sounds or the call time, and the approximate curve The telephone call support method according to appendix 8, wherein the notification information indicating the graph visually and / or tones is generated.

(Additional remark 10) The said alerting information production | generation process produces | generates the said alerting | reporting information which specifies visually the ringing sound frequency or the calling time of the present telephone call detected based on the said calling information with the said approximate curve graph. The telephone call support method according to appendix 9, characterized by:

(Supplementary note 11) In a telephone call support program for supporting a telephone call from a telephone call source to a telephone call destination, a call destination number which is a telephone number of the telephone call destination of the telephone call based on a telephone call by the telephone call source, and Call information detection means for detecting call information including the number of ringing sounds and / or call time of the telephone call, and notification information for visually and / or tonally specifying the call information detected by the call information detection means A telephone call support program for causing a computer to function as broadcast information output means for outputting the broadcast information generated by the broadcast information generation means to the call originator.

(Additional remark 12) The said alerting | reporting information production | generation means contains the number of response results calculated | required by totaling the number of ringing sounds or the calling time responded to the telephone call by the predetermined telephone call destination, and the total call number to the said telephone call destination The telephone call support program according to appendix 11, wherein the telephone call information is accumulated as a history, and the notification information corresponding to the telephone call destination is generated based on the call call information.

(Additional remark 13) The said alerting | reporting information production | generation means calculates the response expectation degree which specifies the expectation degree responded to a telephone call destination according to the number of ringing sounds or the call time of the present telephone call based on the said response performance number The telephone call assistance program according to appendix 12, wherein the notification information specified by using an image and / or a tone correlating the response expectation to the response expectation is generated.

(Additional remark 14) The said alerting | reporting information production | generation means calculates the approximate curve graph which the said continuous function shows based on the said response performance number considering the said response expectation level as the continuous function of the number of ringing sounds or the call time, and the said approximate curve 14. The telephone call support program according to appendix 13, wherein the notification information indicating the graph visually and / or tones is generated.

(Additional remark 15) The said alerting | reporting information production | generation means produces | generates the said alerting | reporting information which specifies visually the ringing sound frequency or the calling time of the present telephone call detected based on the said calling information with the said approximate curve graph. The telephone call support program according to appendix 14, characterized by:

The block diagram which shows the structure of the telephone transmission assistance apparatus which concerns on the 1st Embodiment of this invention. The flowchart of the telephone transmission assistance apparatus which concerns on the 1st Embodiment of this invention. Data example of telephone call information of the telephone call support device according to the first embodiment of the present invention Example of output screen of telephone call support device according to first embodiment of the present invention Example of tone change of the telephone call support device according to the first embodiment of the present invention The flowchart of the telephone transmission assistance apparatus which concerns on the 2nd Embodiment of this invention. Example of output screen displayed in call status display area of telephone call support device according to second embodiment of the present invention Example of output screen displayed in call status display area of telephone call support device according to another embodiment of the present invention Example of tone change indicating call status of telephone call support device according to another embodiment of the present invention Block diagram of a conventional telephone call support device

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Call information detection means 2 Notification information generation means 21 Telephone transmission information storage part 21a Telephone transmission information 22 Notification information generation part 22a Notification information 3 Notification information output means 100 Telephone transmission source 100a Telephone transmission device 200 Telephone transmission destination 200a Telephone reception device 301 Telephone number area 302 Call button 303 Call status display area 304 Manual disconnect button 401 Pseudo curve graph 402 Gauge area 403 Telephone (image)
404 hand (image)
508 Control circuit 513 Memory 521 Display

Claims (15)

In the phone call support device that supports the phone call from the call source to the phone call destination,
Call information detecting means for detecting call information including a call destination number which is a telephone number of a call destination of the call and a number of ringing sounds and / or a call time of the call based on a call from the call originator ,
Call information detected by the call information detecting means, and a response expectation indicating an expectation to be answered by the telephone call destination, and a response expectation that varies depending on the number of ringing calls or the call time Based on the above, it is an image including information at a time point that is the maximum of the changes in the response expectation level, and information indicating where the current number of ringing sounds or the call time corresponds to the change in the response expectation level Notification information generating means for generating notification information;
A telephone call support device comprising: broadcast information output means for outputting the broadcast information generated by the broadcast information generation means to a caller. In the telephone call assistance device according to claim 1,
The notification information generating means includes telephone call information including the actual number of responses obtained by summing up the number of ringing sounds or the number of call times responded to a telephone call by a predetermined telephone destination and the total number of calls to the telephone destination. A telephone call support device, characterized in that the call information is stored as a history and the notification information corresponding to a telephone call destination is generated based on the telephone call information. In the telephone call assistance device according to claim 2,
Said notification information generating means, based on the number of responses results, it calculates the response expectation that identifies the expectation that is responsive to the callee in response to the call tone number or latency of the current phone call A feature of a telephone call support device. In the telephone call support device according to claim 3,
The notification information generating means regards the expected response as a continuous function of the number of ringing sounds or the calling time, calculates an approximate curve graph indicated by the continuous function based on the actual number of responses, and visually displays the approximate curve graph The call origination support apparatus characterized by producing | generating the said alerting | reporting information shown in FIG. The telephone call support device according to any one of claims 1 to 4,
The notification information generating means sets the number of ringing sounds that is a predetermined value after the response expectation exceeds a maximum value as a calling number target number, and determines that there is no response when the number of calling times reaches the target number. The call origination support apparatus characterized by producing | generating the said alerting | reporting information containing. In a telephone call support method for supporting a telephone call from a telephone call source to a telephone call destination executed by a computer ,
A call information detecting step of detecting call information including a call destination number that is a telephone number of a call destination of the call and a number of ringing sounds and / or a call time of the call based on a call from a caller; ,
Call information detected by the call information detection step, and a response expectation level indicating an expectation level to be answered by the telephone call destination, and a response expectation level that changes according to the number of ringing calls or the call time Based on this, the notification is an image including information at the time point that is the maximum of the change in the expected response level and information indicating where the current number of ringing sounds or the call time corresponds to the change in the expected response level A notification information generating step for generating information;
A call information support method, comprising: a notification information output step of outputting the notification information generated in the notification information generation step to a caller. In the telephone call assistance method according to claim 6,
  The notification information generation step includes telephone call information including the number of actual responses and the total number of calls to the telephone destination obtained by summing up the number of ringing sounds or the number of call times responded to the telephone call by a predetermined telephone destination. Storing as a history, and generating the notification information according to the telephone call destination based on the telephone call information
A method for supporting outgoing calls. In the telephone call support method according to claim 7,
  The notification information generation step calculates the response expectation level that specifies the expectation level to be answered to the telephone call destination according to the number of ringing sounds or the call time of the current phone call based on the response record number.
A method for supporting outgoing calls. In the telephone call support method according to claim 8,
  The notification information generation step regards the expected response as a continuous function of the number of ringing sounds or the calling time, calculates an approximate curve graph indicated by the continuous function based on the actual number of responses, and visually displays the approximate curve graph Generating the notification information shown in
A method for supporting outgoing calls. The telephone call support method according to any one of claims 6 to 9,
  In the notification information generating step, the number of ringing sounds that is a predetermined value after the response expectation exceeds a maximum value is set as the number of calling times, and when the number of calling times reaches the number of times, the determination of no response is made. A call origination support method, comprising: generating the notification information. In a phone call support program that supports phone calls from phone callers to phone call destinations,
  Call information detection means for detecting call information including a call destination number that is a call destination telephone number of the call origination and the number of ringing calls and / or a call time of the call call based on a call origination by the call originator;
  Call information detected by the call information detecting means, and a response expectation indicating an expectation to be answered by the telephone call destination, and a response expectation that varies depending on the number of ringing calls or the call time Based on this, the notification is an image including information at the time point that is the maximum of the change in the expected response level and information indicating where the current number of ringing sounds or the call time corresponds to the change in the expected response level Notification information generating means for generating information,
  Notification information output means for outputting the notification information generated by the notification information generation means to a telephone caller
A telephone call support program characterized by causing a computer to function as In the telephone call support program according to claim 11,
  As the notification information generation means, telephone call information including the number of response results obtained by summing up the number of ringing sounds or the number of call times responded to a telephone call by a predetermined telephone destination and the total number of calls to the telephone destination. Storing as a history, and causing the computer to execute a process of generating the notification information according to a telephone destination based on the telephone transmission information.
A featured telephone call support program. The telephone call support device according to claim 12,
  As the notification information generation means, based on the number of response results, calculating the expected response level that specifies the expected level of response to the telephone call destination according to the number of ringing sounds or the call time of the current telephone call.
A featured telephone call support program. In the telephone call support program according to claim 13,
  As the notification information generation means, the response expectation is regarded as a continuous function of the number of ringing sounds or the calling time, and an approximate curve graph indicated by the continuous function is calculated based on the response actual number, and the approximate curve graph is visually Causing the computer to execute the process of generating the notification information shown in FIG.
A featured telephone call support program. The telephone call support program according to any one of claims 11 to 14,
  As the notification information generating means, the number of ringing sounds that is a predetermined value after the expected response level exceeds a maximum value is set as the number of calling times target number, and when the number of calling times reaches the target number, a determination of no response is made. Including causing the computer to execute a process of generating the notification information including
A featured telephone call support program.

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