JP5699708B2 - Call center user response support apparatus, program thereof, system thereof, and method of providing support - Google Patents

Description

  The present invention relates to a call center user response support apparatus, a program thereof, a system thereof, and a method of providing the support.

  With the arrival of an aging society, it is becoming increasingly necessary to support users from the call center with the operation methods of information devices such as personal computers that are complicated to operate. As a method of instructing the user who has made an inquiry to the call center, first, a method of explaining the operation method by a question and answer over the telephone, second, a communication network from the operator's personal computer to the user's personal computer There is a method in which the operator and the user are remotely operated, and a method in which the operator and the user explain the operation method by telephone while viewing the same screen.

  The first method is not effective because it is difficult to explain the operation method only by telephone to an elderly person who is not familiar with technical terms. In the second method, it is difficult for an elderly person unfamiliar with the operation of a personal computer to connect the user's personal computer to the operator's personal computer via a communication network.

  In the following Patent Documents 1 to 4, etc., various proposals have been made as means for transmitting information to elderly people.

JP-A-2005-130086 JP 2006-0197780 A JP 2003-223463 A JP 2003-008778 A

  The third method is effective as a method for dealing with elderly users who are unfamiliar with personal computers and their technical terms, but the operation to display a common screen with the operator on the user's personal computer is complicated, and It is unsuitable for users who are unfamiliar with computer operations such as those who are not.

  SUMMARY OF THE INVENTION An object of the present invention is to provide an apparatus for supporting an answer to a user unfamiliar with a personal computer, its program, its system, and a method for providing its support.

The first aspect of the call center user response support apparatus is that the user terminal address and the operator terminal address of the operator who answers the user in the call center in response to the IP telephone connection between the user terminal and the call center. A recording means for recording the correspondence in the destination management database;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network;
After the telephone connection, the character data in the area at the cursor position in the screen image displayed on the operator terminal is received from the operator terminal, character data broadcasting data is generated for the character data, and the character data broadcasting data Is transmitted to the user terminal address via the IP network.

  According to the first aspect, a user who is unfamiliar with a personal computer can support the answer by using a television receiver that is familiar to the user.

It is a figure which shows the whole image of the system which supports the reply with respect to the user of the call center in this Embodiment. It is a figure which shows the detailed operation | movement process of the system which supports the reply with respect to the user of the call center in this Embodiment. It is a figure which shows the example of a database and a message | telegram format. It is an operation | movement flowchart figure of the connection program P11 of a branching device. It is an operation | movement flowchart part of a connection program P11 of a branching apparatus. It is a detailed operation | movement flowchart figure of the connection program P21 of the server of a call center. It is a detailed operation | movement flowchart figure of the data transmission program P24 of an operator personal computer. It is a detailed operation | movement flowchart figure of the data transmission program P24 of an operator personal computer. It is a figure explaining an enlarged character image. It is a detailed operation | movement flowchart figure of the broadcast transmission program P22 of a server. It is a detailed operation | movement flowchart figure of the broadcast relay program P12. It is a detailed operation | movement flowchart figure of the display control program P14 of a display control apparatus.

  FIG. 1 is a diagram showing an overall image of a system that supports an answer to a call center user in the present embodiment. In this embodiment, when a telephone is connected between the telephones 12 and 13 at the user's house and the call center 20, the video on the personal computer screen of the call center operator 22 is displayed on the television receiver 15 at the user's house. . Then, the operator 22 can show an answer such as an operation method to the user while displaying an image of his personal computer screen to the user. When the user calls the call center 20 and selects a channel associated with the call center with the display control device (STB) 14 connected to the television receiver 15, the personal computer screen operated by the operator is displayed on the television receiver. 15 can be effectively supported even for a user who is difficult to perform a complicated operation of the personal computer.

  The system shown in FIG. 1 is based on the premise that, for example, a user who subscribes to an optical line is receiving an IP telephone service and a television broadcast receiving service via the optical line.

  In the system of FIG. 1, a branching device (router) 11 installed in a user's home 10 can be connected to a server 21 in a call center 20 via an IP network which is a packet network 30 such as an optical line. is there. Here, an IP network is a computer network that interconnects computers using Internet protocol technology.

  The user terminal in the user's home 10 is connected to the general telephone 12 or the IP function telephone 13 connected to the output port of the branch apparatus 11 and the output port of the branch apparatus 11 in addition to the branch apparatus 11 described above. Television display control devices (STB) 14-1 and 14-2 and television receivers 15-1 and 15-2 connected to and controlled by the television display devices. There may be one television display control device and one television receiver, or three or more. The IP function telephone 13 and the television display control devices 14-1 and 14-2 are connected to the branch device 11 so as to be communicable with each other by a LAN cable or a wireless LAN.

  In addition to the processor (not shown), the branching device 11 includes a connection program P11 for making a telephone connection for outgoing or incoming telephone calls, video data broadcast data received from the packet network 30, text data broadcast data, etc. The broadcast relay program P12 for relaying the terrestrial digital broadcast data to the display control devices 14-1 and 14-2 is installed.

  On the other hand, the call center 20 includes a server 21 connected to the packet network 30, a telephone 23 provided for each operator in the call center, and a personal computer 24 as an operator terminal device. The server 21 generates a connection program P21 for telephone connection and video data broadcast data or character data broadcast data via the packet network 30 in addition to a processor (not shown) and an optical line communication device. A broadcast transmission program P22 to be transmitted to the user terminal 11 is installed.

  A packet network 30 that is an IP network is provided with a subscriber call control server (SIP server) 40 that controls connection of an IP telephone. The SIP server 40 responds to, for example, an IP telephone call. A function of providing an IP address corresponding to the call destination telephone number.

  The outline of answer support to the user by the system of FIG. 1 is as follows. First, when the user calls the telephone number of the call center 20 by the general telephone 12 or the IP function telephone 13, the connection program P11 in the branch device 11 responds to the call and the SIP server 40 changes the telephone number to the telephone number. The corresponding IP address is acquired, and the call center 20 and the telephone line are connected.

  On the other hand, the server 21 of the call center 20 has an IP address corresponding to the telephone number, and the connection program P21 in the server connects to the telephone 23 of the vacant operator 22 in response to an incoming call from the user. At the same time, the operator's personal computer 24, which is an operator terminal, outputs the video data of the display screen to the server 21 as video streaming data, and the broadcast transmission program P22 of the server 21 converts the video data of the display screen into the video data broadcast data. Is converted to terrestrial digital broadcast data, and the video data broadcast data is transmitted to the IP address of the branch device 11 in the user's house.

  The branch device 11 at the user's home relays and transmits terrestrial digital broadcast data, which is video data broadcast data from the call center, to all the display control devices 14-1 and 14-2. Then, the user selects a station assigned to the broadcast by the call center in any of the display control devices 14-1 and 14-2, and connects the operator to the television receivers 15-1 and 15-2 connected thereto. The screen image of the personal computer 24 is displayed.

  As a result, the operator can display the video of the screen of the personal computer 24 as the operator terminal on the user's television receiver simply by instructing the user to select the television. Then, the operator can answer the user's inquiry by displaying the screen image on the television receiver at the user's home while operating on the screen of his / her personal computer 24 and answering it by telephone. Even users who have difficulty with complex operations, such as a personal computer, can display the screen of the operator's personal computer on the television receiver simply by operating the television to select a broadcast from the call center. , The operator's explanation can be understood more accurately.

  In the above description, a call is made from the user to the call center. When a call is made from the call center to the user's house, the screen of the operator's personal computer can be displayed on the television receiver at the user's house.

  FIG. 2 is a diagram showing detailed operation steps of the system for supporting an answer to the call center user in the present embodiment. The operation of the system will be described with reference to FIG. 2 and with reference to other drawings.

[Steps S1, S2, S3 at the user terminal]
As an initial setting, the branch device (router) 11 of the user's home 10 assigns a local IP address and a port number to a device connected to the output port of the branch device 11 and stores it in a memory (not shown). 16 is recorded. See step S1.

  FIG. 3 is a diagram illustrating an example of a database and a message format. The connection management database 16 shown in FIG. 3 includes a general telephone 12 connected to the output port of the branch device 11, an IP function telephone 13, and two display control devices (STB) 14-1 and 14-2. The local IP address and the port number assigned to are stored. Furthermore, the IP address of the branch device 11 is stored in all connection devices. This IP address corresponds to a global IP address that is unique within the packet network 30 that is an IP network.

  In the example of FIGS. 1 and 2, the branching device 11 has four output ports. The port number 0 is a general telephone 12, the port number 1 is an IP function telephone 13, and the port numbers 2 and 3 are displayed. Control devices (STB) 14-1 and 14-2 are connected to each other. The local IP address is an IP address in the LAN that connects the branch device 11 to the IP function telephone 13 and the display control devices 14-1 and 14-2. Accordingly, no IP address is assigned to the output port to which the general telephone 12 is connected.

  Further, when a specific port number, for example, “100” is specified in the packet addressed to its own IP address received from the packet network 30, the branching device 11 sets the display control devices 14-1 and 14-2. The port numbers 2 and 3 are set in advance so that the packet is transferred as it is or a broadcast packet in the packet is transferred.

  Next, when the user calls the telephone number of the call center from the general telephone 12 or the IP function telephone 13, the IP telephone connection is executed by the connection program P11 in the branch device 11. Specifically, the connection program P11 obtains an IP address corresponding to the telephone number of the call center called from the SIP server 40 connected to the packet network 30, and in the case of the general telephone 12, the voice data is obtained. The IP packet is sent to the packet network 30 addressed to the IP address of the call center obtained by converting the IP packet. In the case of the IP function telephone 13, the telephone 13 has an IP packet voice conversion function, converts voice data into an IP packet, and sends the IP packet to the IP address of the call center to the packet network 30 via the branching device. To do. See steps S2 and S3. The acquired IP address of the call center may be recorded in the connection management database 16.

  The branching device 11 records the local IP address and port number in the connection management database 16 in the same manner as described above in response to an incoming call from the operator of the call center. Then, using the IP address of the call center in the IP packet from the call center, the IP packet of the voice data of the telephone on the user side is sent to the IP address of the call center.

  FIG. 4 is an operation flowchart of the branch device connection program P11. The connection program P11 of the branching device 11 detects a call origination or an incoming call (Y in S22) while there is no instruction to end the router process (N in S21), and performs a telephone connection process and a subsequent call process S23. Execute (S23). These processes are the same as those of a normal IP phone.

  FIG. 5 is an operation flowchart of a part of the branch device connection program P11. FIG. 5 shows the process of step S23 of FIG. When a call is made or an incoming call is detected, in step S23, if a call is made from the user's telephone (Y in S31), the user's telephone is connected to the call destination telephone (S32). In the case of an incoming call from the call center (N in S31), the telephone of the call center operator is connected to the telephone of the user (S33). In this connection process, the call destination IP address is acquired from the SIP server 40, or the call source IP address is acquired from the received IP packet. Until the call is completed (N in S34), the telephone transmission / reception process is performed (S35). In this telephone transmission / reception process, the IP packet storing the voice data of the telephone is sent to the destination IP address, and the received IP packet is converted into voice data for a general telephone and output to the output port 0. In the case of an IP function telephone, the IP packet is output to the output port 1 as it is.

  Returning to FIG. 4, when the telephone is connected to the output port of the branching apparatus (Y in S24), the branch unit connection program P11 assigns the local IP address and port number in the case of the IP function telephone and connects. It records in the management database 16 (S25). Similarly, when the display control devices 14-1 and 14-2 other than the telephone are connected to the output port of the branching device, the local IP address and the port number are assigned and recorded in the connection management database 16.

  Conversely, if the telephone is disconnected from the output port of the branching device (Y in S26), the recorded data is deleted from the connection management database 16 in the case of the IP function telephone (S27). The same deletion is performed when the display control device other than the telephone is disconnected from the output port.

[Steps S4 to S9 at the call center]
As shown in step S4 of FIG. 2, the connection program P21 in the server 21 of the call center 20 first detects an incoming or outgoing call, and sets the telephone number, IP address, and port number of the user terminal. It is acquired and recorded in the destination management database 26. In the case of an incoming call from a user, these pieces of information are stored in an IP packet received from the branch device of the user terminal. In the case of a call from an operator to a user, an IP address corresponding to the user's telephone number can be acquired from the SIP server 40.

  Secondly, in the case of an incoming call from the user, the connection program P21 refers to the operator management database 25 to connect to a vacant operator's telephone, and sets the IP address of the operator's personal computer to the destination management database 26. Register with. Third, in the case of a call from an operator to a user, the IP address of the PC of the calling operator is registered in the destination management database 26.

  In the operator management database 25, the IP address of the operator's personal computer is associated with the usage status of whether or not it is free. Therefore, when the operator's telephone is connected to the user's telephone and the operator's personal computer is assigned, the usage status is rewritten from the idle status to the usage status.

  On the other hand, as shown in FIG. 3, the destination management database 26 includes the user's telephone number, the IP address of the branch device to which the user's IP function telephone is connected, the port number of the IP function telephone, the operator's It is recorded in association with the IP address of the personal computer.

  During telephone connection, the server connection program P21 sends the IP packet from the operator's IP function telephone 23 to the packet network 30 addressed to the user's IP address, and receives the IP packet received from the packet network 30 as the operator's IP. Transfer to the local IP address of the functional telephone 23.

  As shown in step S5 in FIG. 2, when the operator's IP function telephone 23 and the user's telephone in the call center are connected, the connection program P21 sets the IP address of the operator's personal computer registered in the destination management database 26. On the other hand, it requests distribution of video data on the PC screen. As a result, as will be described later, the video data on the operator's personal computer screen is transmitted to the user terminal in the form of terrestrial digital broadcast data, which is the video data broadcast data, and displayed on the user's television receiver. .

  FIG. 6 is a detailed operational flowchart of the call center server connection program P21. FIG. 6 details the operations of steps S4 and S5 of FIG. When the server connection program P21 detects an outgoing call or an incoming call (Y in S41), the incoming call from the user (Y in S42) is vacant with reference to the operator management database 25 (S42). An operator that is not busy is searched, and if it exists (Y in S43), the user's telephone is connected to the operator's telephone (S45). If not, the user is registered in a queue (not shown) (S44). In the case of a call from the operator to the user (N in S42), the call processing is performed to obtain the IP address of the user terminal corresponding to the telephone number from the SIP server 40, and the telephone of the user terminal The connection process is performed (S46).

  Further, the server connection program P21 refers to the operator management database 25 and acquires the IP address of the assigned operator's personal computer (S47). Then, the telephone number of the user, the IP address of the branching device 11 that is the user terminal, the port number of the telephone, and the IP address of the operator's personal computer are registered in the destination management database 26 (S48). Further, the server connection program P21 requests the operator's personal computer to distribute video data on the personal computer screen (S49). As a result, the video data 27 on the operator's personal computer screen is transmitted from the personal computer 24 to the server 21.

  Next, the operation of the data transmission program P24 of the operator's personal computer 24 will be described. This data transmission program P24 transmits the video data of the operator's personal computer screen to the server 21 in response to the video data distribution request of the personal computer screen from the server 21 as shown in step S6 in FIG. The video data 27 is, for example, video streaming data. For example, the video data 27 is simply digital data of a video signal or video data compressed by the JPEG method.

  Further, the data transmission program P24, for example, edits character image data in which character information around the cursor position in the personal computer screen is expanded or not expanded in response to a request for transmission of character data to the personal computer by the operator. The data is transmitted to the server 21.

  7 and 8 are detailed operation flowcharts of the data transmission program P24 of the operator personal computer. The data transmission program P24 performs the following processing while the user's telephone and the operator's telephone are connected (N in S52, N in S53) until an instruction to end the operation of the personal computer is received (N in S51). .

  In response to the PC screen video data distribution request from the server 21, the data transmission program P24 transmits the PC screen video data 27 to the server 21 (S54). The transmission of the video data 27 on the personal computer screen to the server 21 is repeated while the operator's telephone is connected to the user's telephone.

  Further, when a character display instruction is received from the operator (Y in S55), the data transmission program P24 inputs the characters around the cursor position in the personal computer screen and the input field in addition to the video data 27 of the personal computer screen. The character data of the character image such as the edited character is edited, and the character data 28 is transmitted to the server 21 (S56). The transmission of the character data 28 to the server 21 is repeated until the character display instruction from the operator is canceled. The character image data is preferably enlarged character image data.

  FIG. 8 shows processing for a character display instruction by the data transmission program P24. In response to the character enlargement instruction from the operator, the data transmission program P24 detects the position of the cursor in the personal computer screen (S61), determines which input field the cursor position is close to (S62), and inputs it. The character information input in the column is recorded (S62). Then, the character data of the character image obtained by enlarging or not enlarging the character in the predetermined area centered on the cursor position and the character input in the input field close to the cursor position is edited (S64). This character data is, for example, file data described in a markup language BML on a screen displayed in data broadcasting. Then, the data transmission program P24 transmits the character data 28 generated at a predetermined cycle to the server 21 (S65).

  FIG. 9 is a diagram for explaining a character image. FIG. 9 shows screens 50 and 51 of the user's television receiver. An operator's personal computer screen 52 is displayed on the television screen 50 on the left side. A TV screen may have a lower resolution than a personal computer screen and may not be suitable for displaying fine characters. Therefore, it is desirable to have a function capable of displaying the characters around the cursor 54 operated by the operator and the characters input in the input field 55 preferably in an enlarged manner.

  In the television screen 56 on the right side of FIG. 9, a character image 58 displayed when the data button D of the digital television is pressed is shown. When the data button D is pressed, the normal broadcast screen 50 is reduced, and a data broadcast image 58 is displayed. The characters “name”, “address”, “ The “phone number” and the characters entered in the input field 55 are displayed.

  Next, the operation of the broadcast transmission program P22 of the server 21 will be described. As shown in steps S8 and S9 of FIG. 2, the broadcast transmission program P22 converts the video data (streaming data) 27 transmitted from the operator's personal computer 24 to the server 21 into the terrestrial digital broadcast that is video data broadcast data. The data is converted into data 32, the port number “100” is designated to the IP address corresponding to the user telephone with reference to the destination management database 26, and sent to the packet network 30 (S8).

  Also, the broadcast transmission program P22 converts character data 28 transmitted from the operator's personal computer 24 to the server 21 into terrestrial digital broadcast data 33, which is character data broadcast data, and corresponds to the above-described user telephone. A port number “100” is designated for the IP address and sent to the packet network 30 (S9).

  In this way, the broadcast transmission program P22 sends video data in the form of video data broadcast data 32 to the user's IP address and sends it to the packet network 30, and character data in the form of character data broadcast data 33. Then, it is sent to the packet network addressed to the user's IP address. Therefore, the server 21 transmits the broadcast data to the display control devices (STB) 14-1 and 14-2 connected to the user branch device 11. However, in the display control devices 14-1 and 14-2, it is necessary to select a channel to be displayed on the television receivers 15-1 and 15-2. Therefore, channel ID information corresponding to broadcasting from the call center is registered in advance in the display control devices (STB) 14-1 and 14-2. Alternatively, the server 21 transmits a channel ID as program information to the user branch device 11 so that the display control devices (STB) 14-1 and 14-2 register the channel number corresponding to the channel ID in advance. May be.

  Further, since the broadcast data packet is transmitted to the IP address of the user branching device 11, the branching device 11 sends the broadcast data packet to the display control devices (STB) 14-1 and 14-2. It is necessary to be able to transfer. Therefore, in this embodiment, the port number “100” is determined in advance in association with the broadcast data from the call center, and the branching device 11 determines that the broadcast packet in the received packet of the port number “100” is It is set in advance to transfer to the output port to which the display control devices (STB) 14-1 and 14-2 are connected. Such a setting method may be realized, for example, by a method similar to a method performed in a terrestrial digital broadcast providing service using an optical line.

  FIG. 10 is a detailed operation flowchart of the broadcast transmission program P22 of the server. While there is no instruction to end the server process (N in S71), the broadcast transmission program P22 performs the next process if the data transmitted from the operator's personal computer 24 is the video data 27 on the personal computer screen (the video in S72). I do. The video data on the personal computer screen is encoded and compressed (S73), and the encoded data is packetized (S74). If the video data from the operator personal computer is a video digital signal, it is converted into JPEG data suitable for the broadcast packet and encoded (S73). If the video data from the operator personal computer is JPEG data suitable for broadcasting, it is encoded (S73).

  On the other hand, when the data transmitted from the operator's personal computer 24 is character data 28 (character image of S72), the received character data is encoded and compressed (S77), and the encoded data is packetized (S78).

  Thereafter, the broadcast transmission program P22 multiplexes the video data packet and the enlarged character image data packet to generate a TS packet for terrestrial digital broadcasting (S75).

  The broadcast transmission program P22 stores the broadcast TS packet in a packet addressed to the IP address of the user's branch device and transmits it to the packet network 30 (S76).

  Terrestrial digital broadcasting data is a multiplexed version of video, audio, and data (characters and programs). Therefore, when only video data is transmitted from an operator personal computer, the above broadcast transmission program converts the video data into terrestrial digital broadcast data (video data broadcast data) and packetizes it to the user's IP address. Send it out. On the other hand, if character data is transmitted in addition to video data from the operator's personal computer, the data is multiplexed into terrestrial digital broadcast data (video data broadcast data and character data broadcast data), and the user's IP Packetize to address and send.

  FIG. 3 shows a telegram example of transmitted packet data. The packet data includes the header of the user's IP address as the destination IP address and “100” as the port number. The data portion stores broadcasting TS packets which are broadcasting data for personal computer image video data and character data.

[Steps S10, S11, S12 at the user terminal]
As shown in step S10 of FIG. 2, the broadcast relay program P12 of the branching device determines that the received packet addressed to its own IP address is broadcast data when the port number is “100”. The broadcast TS packet in the packet is transferred and relayed to the output port to which (STB) is connected.

  FIG. 11 is a detailed operation flowchart of the broadcast relay program P12. The broadcast relay program P12 determines that the received data is present (Y in S81), if the received data is an IP phone call data packet (S82), and if the general telephone 12 is connected to the telephone (S84). General telephone), the call data is converted into a voice signal and the voice signal is transmitted to the general telephone 12 (S85). If the IP function telephone 13 is connected to the telephone (IP function telephone in S84), the received packet is transmitted to the IP Relay transmission is performed to the functional telephone 13 (S86). If the received data is a broadcast packet (for broadcast in S82), the broadcast TS packet is relayed to the output port connected to the display control device (STB) based on the port number “100”. (S83).

  Next, the display control program P14 in the display control devices 14-1 and 14-2 receives the broadcast TS packet which is the selected terrestrial digital broadcast data as shown in steps S11 and S12 in FIG. It converts into a video signal and outputs it to the television apparatuses 15-1 and 15-2 (S11). Also, when a data broadcast request is input from the user, the broadcast TS packet, which is character data broadcast data, is converted into character data, and the character image is overlaid with the above selected digital terrestrial broadcast video. The combined video signal is output to the television apparatus (S12). Television devices (television receivers) 15-1 and 15-2 display video signals output from the display control devices 14-1 and 14-2.

  FIG. 12 is a detailed operation flowchart of the display control program P14 of the display control device. First, a channel selection for receiving a broadcast from the call center is received from the user (S91). In response, the display control program P14 demultiplexes the broadcast TS packet from the call center into video, audio, and data broadcast information based on the channel selection information (S92). Then, the video data (including audio data if included) is decoded (S93), and the video signal (including audio signal if included) is output to the television apparatus (S95).

  When a data broadcast display request is input from the user (Y in S94), the data of the data broadcast is decoded (S96), and the operator's screen image and a character image (preferably an enlarged character image) are superimposed. The generated video is generated (S97), and the video signal superimposed on the television apparatus is output (S98). When the data broadcast display request is canceled (N in S94), the video signal only for the operator's screen video (and the audio signal if included) is output to the television device again (S95).

  The images displayed on the television device are as shown in FIG. 9 described above. The television screen 50 in FIG. 9 is an image obtained by the above step S95, and the television screen 56 in FIG. 9 is obtained by the above step S98. It is a picture.

  According to the above embodiment, when the user calls the call center and selects the channel of the call center with the display control device, the operator's operation screen can be viewed from the television device. Therefore, the operator can provide support for answers to users who are not good at complicated PC operations.

  The above embodiment is summarized as follows.

(Appendix 1)
Recording means for recording a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network;
After the telephone connection, the character data in the area at the cursor position in the screen image displayed on the operator terminal is received from the operator terminal, character data broadcasting data is generated for the character data, and the character data broadcasting data A call center user answer support device comprising: character data relay means for transmitting the message to the user terminal address via the IP network.

(Appendix 2)
In Appendix 1,
The user terminal includes a branch device having the user terminal address and connected to the IP network, a television display control device connected to a predetermined output port of the branch device, and a display by the television display control device. A controlled television receiver,
The screen video data relay unit and the character data relay unit include a header having the user terminal address and a specific port number for identifying the television display control device, and the video data broadcast data or the character data broadcast data. A call center user response support apparatus for transmitting a packet having a data portion including a message to the IP network.

(Appendix 3)
A user answer support program for a call center server for causing a computer to execute a user answer support procedure by a call center server connectable to a user terminal via an IP network,
The user response support procedure is as follows:
A recording step of recording a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center;
After the telephone connection, video data broadcast data about the screen video data displayed on the operator terminal received from the operator terminal is sent to the user terminal address recorded in the destination management database via the IP network. Screen image data relay process to be transmitted,
After the telephone connection, the character data broadcast data for the character data in the area of the cursor position in the screen image displayed on the operator terminal received from the operator terminal is sent to the user terminal address through the IP network. A user answer support program for a call center server, comprising: a data broadcast data relay step for transmitting through the call center server.

(Appendix 4)
In Appendix 3,
The user terminal includes a branch device having the user terminal address and connected to the IP network, a television display control device connected to a predetermined output port of the branch device, and a display by the television display control device. A controlled television receiver,
In the screen video data relay step and the character data relay step, a header having the user terminal address and a specific port number for specifying the television display control device, and the video data broadcast data or the character data broadcast data A user answer support program of a call center server for sending a packet having a data part including a message to the IP network.

(Appendix 5)
A user terminal connected to the IP network;
A user response support device connected to the IP network and connecting the user terminal and an operator's telephone in response to an IP telephone connection between the user terminal and a call center;
An operator terminal that can be connected to the user response support device as appropriate and operated by the operator in the call center;
The user terminal is connected to a branch device having a user terminal address and connected to the IP network, a telephone connected to a telephone output port of the branch device, and a predetermined output port of the branch device. A television display control device and a television receiver controlled by the television display control device,
The user response support device includes:
Recording means for recording a correspondence between the user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to the IP telephone connection;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network;
After the telephone connection, the character data in the area at the cursor position in the screen image displayed on the operator terminal is received from the operator terminal, character data broadcasting data is generated for the character data, and the character data broadcasting data A character data relay means for transmitting the message to the user terminal address via the IP network,
The branching device relays video data broadcasting data for the screen video data and character data broadcasting data for the character data to the television display control device,
The television display control device is a call center user response support system that displays the image of the character together with the screen image on the television receiver in response to a data broadcast display request from the user.

(Appendix 6)
In Appendix 5,
The screen video data relay unit and the character data relay unit include a header having the user terminal address and a specific port number for identifying the television display control device, and the video data broadcast data or the character data broadcast data. A call center user response support system for sending a packet having a data part including a message to the IP network.

(Appendix 7)
A method for providing user response support by a call center server connectable to a user terminal via an IP network,
The user terminal includes a branch device having the user terminal address and connected to the IP network, a television display control device connected to a predetermined output port of the branch device, and a display by the television display control device. A controlled television receiver,
The method of providing the user response support is as follows:
A record in which the call center server records a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center. Process,
The call center server sends video data broadcast data about screen video data displayed on the operator terminal received from the operator terminal after the telephone connection to the user terminal address recorded in the destination management database. , Screen video data relaying process to be transmitted over the IP network,
The call center server sends, to the user terminal address, the character data broadcast data for the character data in the area of the cursor position in the screen image displayed on the operator terminal received from the operator terminal after the telephone connection. , A character data relay step for transmitting via the IP network,
The branching device relaying video data broadcast data for the screen video data and character data broadcast data for the character data to the television display control device;
A method of providing call center user response support, wherein the television display control apparatus includes a step of displaying the character image together with the screen image on the television receiver in response to a data broadcast display request by the user. .

(Appendix 8)
In Appendix 7,
In the screen video data relay step and the character data relay step, the call center server includes a header having the user terminal address and a specific port number that identifies the television display control device, and the video data broadcast data or the data A method for providing call center user response support for sending a packet having a data part including character data broadcasting data to the IP network.

(Appendix 9)
A user terminal connected to the IP network;
A user response support device connected to the IP network and connecting the user terminal and an operator's telephone in response to an IP telephone connection between the user terminal and a call center;
An operator terminal that can be connected to the user response support device as appropriate and operated by the operator in the call center;
The user terminal is connected to a branch device having a user terminal address and connected to the IP network, a telephone connected to a telephone output port of the branch device, and a predetermined output port of the branch device. A television display control device and a television receiver controlled by the television display control device,
The user response support device includes:
Recording means for recording a correspondence between the user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to the IP telephone connection;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network,
The branch device relays video data broadcast data for the screen video data to the television display control device,
The television display control device is a call center user response support system for displaying the screen image on the television receiver.

10: User's house 11: User branching device 12, 13: Telephone 14: Display control device (STB)
15: Television receiver 30: IP packet network 20: Call center 21: Server 22: Operator 40: SIP server

Claims (5)

Recording means for recording a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network;
After the telephone connection, the character data in the area at the cursor position in the screen image displayed on the operator terminal is received from the operator terminal, character data broadcasting data is generated for the character data, and the character data broadcasting data A call center user answer support device comprising: character data relay means for transmitting the message to the user terminal address via the IP network. In claim 1,
The user terminal includes a branch device having the user terminal address and connected to the IP network, a television display control device connected to a predetermined output port of the branch device, and a display by the television display control device. A controlled television receiver,
The screen video data relay unit and the character data relay unit include a header having the user terminal address and a specific port number for identifying the television display control device, and the video data broadcast data or the character data broadcast data. A call center user response support apparatus for transmitting a packet having a data portion including a message to the IP network. A user answer support program for a call center server for causing a computer to execute a user answer support procedure by a call center server connectable to a user terminal via an IP network,
The user response support procedure is as follows:
A recording step of recording a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center;
After the telephone connection, video data broadcast data about the screen video data displayed on the operator terminal received from the operator terminal is sent to the user terminal address recorded in the destination management database via the IP network. Screen image data relay process to be transmitted,
After the telephone connection, the character data broadcast data for the character data in the area of the cursor position in the screen image displayed on the operator terminal received from the operator terminal is sent to the user terminal address through the IP network. A user answer support program for a call center server, comprising: a data broadcast data relay step for transmitting through the call center server. A user terminal connected to the IP network;
A user response support device connected to the IP network and connecting the user terminal and an operator's telephone in response to an IP telephone connection between the user terminal and a call center;
An operator terminal that can be connected to the user response support device as appropriate and operated by the operator in the call center;
The user terminal is connected to a branch device having a user terminal address and connected to the IP network, a telephone connected to a telephone output port of the branch device, and a predetermined output port of the branch device. A television display control device and a television receiver controlled by the television display control device,
The user response support device includes:
Recording means for recording a correspondence between the user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to the IP telephone connection;
After the telephone connection, screen video data displayed on the operator terminal is received from the operator terminal, video data broadcast data is generated for the screen video data, and the video data broadcast data is recorded in the destination management database. Screen image data relay means for transmitting to the user terminal address transmitted via the IP network;
After the telephone connection, the character data in the area at the cursor position in the screen image displayed on the operator terminal is received from the operator terminal, character data broadcasting data is generated for the character data, and the character data broadcasting data A character data relay means for transmitting the message to the user terminal address via the IP network,
The branching device relays video data broadcasting data for the screen video data and character data broadcasting data for the character data to the television display control device,
The television display control device is a call center user response support system that displays the image of the character together with the screen image on the television receiver in response to a data broadcast display request from the user. A method for providing user response support by a call center server connectable to a user terminal via an IP network,
The user terminal includes a branch device having the user terminal address and connected to the IP network, a television display control device connected to a predetermined output port of the branch device, and a display by the television display control device. A controlled television receiver,
The method of providing the user response support is as follows:
A record in which the call center server records a correspondence between a user terminal address and an operator terminal address of an operator who answers the user in the call center in a destination management database in response to an IP telephone connection between the user terminal and the call center. Process,
The call center server sends video data broadcast data about screen video data displayed on the operator terminal received from the operator terminal after the telephone connection to the user terminal address recorded in the destination management database. , Screen video data relaying process to be transmitted over the IP network,
The call center server sends, to the user terminal address, the character data broadcast data for the character data in the area of the cursor position in the screen image displayed on the operator terminal received from the operator terminal after the telephone connection. , A character data relay step for transmitting via the IP network,
The branching device relaying video data broadcast data for the screen video data and character data broadcast data for the character data to the television display control device;
A method of providing call center user response support, wherein the television display control apparatus includes a step of displaying the character image together with the screen image on the television receiver in response to a data broadcast display request by the user. .

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