JP6693634B2 - CTI system for telephone sales - Google Patents

Description

  The present invention relates to a CTI (Computer Telephony Integration) system for telephone sales.

  In a system that supports telephone sales, the business locations and sales activities are managed using various databases, and the operator uses the terminal devices in the tele appointment center to manage the status of the business locations and sales activities in various databases. With reference to, it is possible to carry out telephone sales to a business through a fixed line public line network (for example, refer to Patent Document 1).

JP-A-2002-92301

  However, in the above-mentioned system, the operator uses the terminal device in the tele appointment center to carry out telephone sales to the customer through the fixed line public line network. It is difficult to do telework and telemarketing on the go. Usually, not the individual operator, but the company that employs the operator bears the telephone charge, and from this point also, it is difficult to perform telephone sales by telework.

  The present invention has been made in view of the above problems, and an object of the present invention is to obtain a telephone sales CTI system that enables telephone sales not only in the center but also by telework.

  A telephone business CTI system according to the present invention includes a CTI server connected to a wide area network, a push notification server connected to the wide area network, and a mobile phone for telephone business connectable to the wide area network. The CTI server (a) transmits a callee list for the operator in response to a request from a terminal device operated by the operator, and (b) sends a telephone number of a business operator selected from the callee list by the operator. When the call command is received from the terminal device, the mobile phone assigned to the operator is specified when the call command is received, and (c) the specified mobile phone is designated to push the first push notification request including the call command. Send to notification server. Upon receiving the first push notification request, the push notification server transmits the first push notification including the call instruction to the mobile phone designated by the first push notification request. Upon receiving the first push notification, the mobile phone makes a call to the telephone number of the business office specified by the call instruction included in the received first push notification.

Further, the CTI server receives a group call command designating a group operator from the terminal device of the operator, and upon receiving the group call command, identifies the mobile phone assigned to the operator, designates the specified mobile phone, When the push notification server receives the second push notification request, the second push notification request including the group call instruction is transmitted to the mobile phone specified by the second push notification request. Upon receiving the second push notification, the mobile phone transmits the second push notification and causes the group operator designated by the group call instruction included in the received second push notification to participate in the group call with the business partner. The mobile phone sends a connection request to the push notification server, and when the push notification server accepts the connection request, it establishes a virtual line by socket communication between the mobile phone and the push notification server, and the socket communication is performed. The first push notification and the second push notification are transmitted to the mobile phone.

Alternatively, the terminal device designates the mobile phone assigned to the operator and transmits a second push notification request including a group call command designating the group operator to the push notification server, and the push notification server performs the second push notification. When the notification request is accepted, the second push notification including the group call instruction is transmitted to the mobile phone specified by the second push notification request, and when the mobile phone receives the second push notification, the received second push notification is received. Participate in a group call with a business operator specified by a group call command included in. The mobile phone sends a connection request to the push notification server, and when the push notification server accepts the connection request, it establishes a virtual line by socket communication between the mobile phone and the push notification server, and the socket communication is performed. The first push notification and the second push notification are transmitted to the mobile phone.

  According to the present invention, the operator can perform telephone sales not only in the center but also by telework. Further, each operator can use the mobile telephone assigned to the operator to conduct telephone sales using the CTI system for telephone sales.

  The above and other objects, features and advantages of the present invention will become more apparent from the following detailed description in conjunction with the accompanying drawings.

FIG. 1 is a diagram showing the configuration of a telephone business CTI system according to an embodiment of the present invention. FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG. FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG. FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. FIG. 5 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system shown in FIG. FIG. 6 is a sequence diagram for explaining the operation of each device during a group call in the CTI system for telephone sales shown in FIG. FIG. 7 is a diagram showing an example of a destination list and a group operator list displayed on the terminal device 4 in the telephone business CTI system shown in FIG. FIG. 8 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the second embodiment. FIG. 9 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the third embodiment. FIG. 10 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the fourth embodiment.

  Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

Embodiment 1.

  FIG. 1 is a diagram showing the configuration of a telephone business CTI system according to an embodiment of the present invention. The CTI system for telephone business shown in FIG. 1 includes a mobile phone 1 that can be wirelessly connected to a mobile phone network 2, a terminal device 4 connected to a network 3, a CTI server 5 connected to the network 3, and a network 3. And a push notification server 6 connected to the.

  The mobile phone 1 is a mobile phone such as a smartphone of each operator for telephone sales who can connect to the network 3 via the mobile phone network 2, and is distributed from the company to the operator and carried by the operator. The network 3 is a wide area network such as the Internet.

  The terminal device 4 is a personal computer or the like connectable to the network 3. The installation location of the terminal device 4 is not particularly limited, and the terminal device 4 may be installed in the center of the company, or may be installed in the operator's home or other place outside the center. Alternatively, it may be temporarily lent to the operator. That is, the terminal device 4 may be, for example, an operator's personal computer.

  The CTI server 5 is a cloud server in this embodiment. When the push notification server 6 receives a device token issuance request from the mobile phone 1, the push notification server 6 issues a device token to the mobile phone 1, and when the push notification request is received from the CTI server 5, the push notification request pushes the device token. The push notification is transmitted to the mobile phone 1 designated by the device token as the notification destination.

  FIG. 2 is a block diagram showing the configuration of the mobile phone 1 in FIG.

  As shown in FIG. 2, the mobile phone 1 is a multifunctional mobile phone such as a smartphone, and includes a wireless communication device 11, a network interface 12, a display device 13, an input device 14, an audio output processing unit 15, and a built-in speaker 16. The audio input processing unit 17, the built-in microphone 18, the storage device 19, the arithmetic processing device 20, and the like are provided.

  The wireless communication device 11 is a wireless communication device connectable to the mobile phone network 2 within the range of the mobile phone network 2. The wireless communication device 11 is connected to the network 3 via the mobile phone network 2 and can communicate with the CTI server 5 and the push notification server 6 via the network 3.

  The network interface 12 is connected to the network 3 via the wireless LAN and is capable of communicating with the CTI server 5 and the push notification server 6 via the network 3 within a wireless LAN (Local Area Network).

  The display device 13 is an internal device such as a liquid crystal display that displays an operation screen for the operator. The input device 14 is an internal device such as a touch panel that detects an operation by an operator. The voice output processing unit 15 outputs a voice signal to the built-in speaker 16 or an external headset, and outputs the voice of the communication partner from the built-in speaker 16 or the external headset. The voice input processing unit 17 detects an operator's voice with the built-in microphone 18 or an external headset, and receives a voice signal of the voice from the built-in microphone 18 or an external headset.

  The storage device 19 is a non-volatile storage device such as a flash memory or a hard disk. A CTI application program 21 and the like are stored in the storage device 19. For example, the CTI application program 21 is downloaded from a server (not shown) on the network 3, installed in the mobile phone 1, and stored in the storage device 19.

  The arithmetic processing unit 20 is a computer including a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like. The arithmetic processing unit 20 implements an operating system 31 and a telephone function application 32 by loading a program (not shown) into the RAM and executes it by the CPU, and further loads the CTI application program 21 into the RAM and executes it by the CPU. Then, the CTI application 33 is realized.

  The telephone function application 32 controls the wireless communication device 11 to make and receive a voice call via the mobile phone network 2 and perform voice communication with the other party. The telephone function application 32 has a group call function, and allows another operator (here, a group operator) to participate in a call with a call destination.

  The CTI application 33 uses (a) the wireless communication device 11 or the network interface 12 to push a push notification including a call instruction indicating a telephone number of a business designated by the operator in the terminal device 4 operated by the operator. The information is received from the notification server 6 and (b) the telephone function application 32 is used to make a call to the telephone number of the business office specified by the call instruction included in the received push notification.

  Further, the CTI application 33 receives the push notification from the push notification server 6 using the wireless communication device 11 or the network interface 12, and when the received push notification includes the group call instruction, the telephone function application 32. To join the group operator specified by the group call command to the group call with the business.

  Further, the CTI application 33 receives the push notification from the push notification server 6 using the wireless communication device 11 or the network interface 12, and if the received push notification includes a mute command, according to the mute command, Mute the voice of the operator who is in the group call (that is, the operator who made the first call). As a result, the call with the business partner is substantially transferred from the operator to the group operator.

  Further, the CTI application 33 records the call of the operator and the group operator, temporarily stores the recorded data of the call in the RAM or the storage device 19 in the arithmetic processing device 20, and the wireless communication device 11 or the network. Using the interface 12, the call recording data is uploaded to the CTI server 5. After uploading, the CTI application 33 erases all the recorded data in the mobile phone 1.

  Further, when the CTI application 33 is activated, the CTI application 33 transmits a device token request to the push notification server 6, receives the device token of the mobile phone 1 from the push notification server 6, and (c) receives the received device token. Send to CTI server 5. Then, the CTI server 5 and the push notification server 6 use this device token as an identifier of the mobile phone 1, and specify the mobile phone 1 with the device token. The operating system 31 may send a device token request to the push notification server 6 and receive the device token from the push notification server 6 when the operating system 31 is activated.

  FIG. 3 is a block diagram showing the configuration of the CTI server 5 in FIG.

  As shown in FIG. 3, the CTI server 5 includes a network interface 41, an arithmetic processing device 42, a storage device 43, and the like.

  The network interface 41 connects to the network 3 and performs data communication with the mobile phone 1, the terminal device 4, the push notification server 6, and the like via the network 3.

  The arithmetic processing unit 42 is a computer having a CPU, a RAM, a ROM and the like. The arithmetic processing unit 42 realizes the communication processing unit 61, the database server 62, the push notification requesting unit 63, the log management unit 64, etc. by loading a program (not shown) into the RAM and executing it by the CPU.

  The storage device 43 is a non-volatile storage device such as a flash memory or a hard disk. The storage device 43 stores management data 51 and destination list data 52 managed as a database by the database server 62.

  The management data 51 is data indicating attributes of registered operators, mobile phones 1, and the like, and their relationships.

  FIG. 4 is a diagram showing an example of the data structure of the management data 51 in FIG. As shown in FIG. 4, the management data 51 includes a record 101 of each mobile phone 1, a record 102 of an administrator terminal device, a company record 103, an administrator record 104, an operator record 105 of each operator, and the like.

  The record 101 includes a mobile phone ID unique to the mobile phone 1, a company ID, an administrator ID, an operator ID of an operator who is assigned the mobile phone 1, and a phone number of the mobile phone 1.

  The record 102 includes an administrator terminal device ID, a company ID, an administrator ID of an administrator who uses this administrator terminal device, and an operator ID of an operator managed by this administrator.

  The company record 103 includes a company ID of the company to which the operator and the administrator belong and attribute information (company name etc.) of the company. The administrator record 104 includes an administrator ID, an administrator terminal device ID, and administrator attribute information.

  The operator record 105 includes an operator's operator ID, a mobile phone ID of the mobile phone 1 assigned to this operator, an administrator ID of an administrator of the mobile phone 1, operator attribute information (name, etc.) of this operator, and a group. The operator ID (the operator ID of the group operator corresponding to this operator) is included.

  Editing of the management data 51 by the operator is prohibited, and the administrator can edit the management data 51 by using an administrator terminal device (not shown). That is, the administrator assigns the mobile phone 1 to each operator. Specifically, a command from the administrator is transmitted from the administrator terminal device to the CTI server 5 via the network 3, and the communication processing unit 61 of the CTI server 5 uses the database server 62 to record the record according to the command. By editing the operator ID 101 and the mobile phone ID of the operator record 105, the assignment of the mobile phone 1 to the operator is changed. For example, when the mobile phone 1 is not assigned to a fixed operator, the administrator assigns the mobile phone 1 to the operator before the start of the telephone sales business, and then the operator uses the mobile phone 1. Perform telephone sales operations.

  Further, the destination list data 52 is data including a destination list of telephone sales. Further, the destination list data 52 may include information such as the progress status and results of sales activities for the destinations of each telephone sales. The telephone sales destination list includes the name, telephone number, address, etc. of each telephone sales destination.

  The communication processing unit 61 uses the network interface 41 to perform data communication with another device (the mobile phone 1, the terminal device 4, the push notification server 6) via the network 3 according to a predetermined communication protocol. ..

  The database server 62 manages a database including the management data 51 and the destination list data 52, and registers and searches the database.

  The push notification requesting unit 63 uses the communication processing unit 61 to send a push notification request to the push notification server 6.

  The log management unit 64 uses the communication processing unit 61 to receive a call log from the mobile phone 1 and store the call log in the storage device 43.

  For example, the communication processing unit 61 has a web server function, and in response to a request of HTTP (HyperText Transfer Protocol) from the web browser of the terminal device 4, screen data of a login screen (for example, HTML (HyperText Markup Language) data). Is transmitted, and the operator ID input by the operator on the login screen of the terminal device 4 is acquired. Then, the communication processing unit 61 uses the database server 62 to extract the destination list of the business partners assigned to the acquired operator ID from the destination list data 52, and includes the destination list. The screen data is transmitted to the web browser of the terminal device 4.

  When the push notification requesting unit 63 uses the communication processing unit 61 to receive a call instruction indicating the telephone number of the business selected from the callee list by the operator from the terminal device 4, the push notification requesting unit 63 uses the database server 62, The operator's mobile phone 1 is specified based on the operator ID, the communication processing unit 61 is used to specify the specified mobile phone 1, and a push notification request including a call instruction is transmitted to the push notification server 6. .. That is, the push notification request unit 63 acquires the operator ID of the operator who is operating the terminal device 4 from the terminal device 4, refers to the management data 51 in the database server 62, and associates it with the acquired operator ID. The mobile phone ID that is present is specified, and the mobile phone 1 with the specified mobile phone ID is specified as the mobile phone 1 assigned to the operator.

  When the push notification requesting unit 63 receives a group call command for designating a group operator from the terminal device 4 of the operator using the communication processing unit 61, the push notification requesting unit 63 uses the database server 62 as described above. The operator's mobile phone 1 is specified based on the operator ID, the communication processing unit 61 is used to specify the specified mobile phone 1, and a push notification request including a group call command is transmitted to the push notification server 6. To do.

  When the push notification requesting unit 63 uses the communication processing unit 61 to receive a mute command for muting the call voice of the operator from the terminal device 4 of the operator, the push notification requesting unit 63 uses the database server 62 as described above. , The operator's mobile phone 1 is specified based on the operator ID, the communication processing unit 61 is used to specify the specified mobile phone 1, and a push notification request including a mute command is transmitted to the push notification server 6. ..

  The communication processing unit 61 receives the device token of the mobile phone 1 from the mobile phone 1 and stores the received device token in the storage device 43 (for example, in the record 101 in FIG. 4) in association with the mobile phone 1. Then, the push notification requesting unit 63 specifies the device token corresponding to the specified mobile phone 1 and transmits the push notification request to the push notification server 6. At that time, the database server 62 may associate the received device token with the mobile phone 1 (that is, the mobile phone ID of the mobile phone 1) and register it in the database in the storage device 43.

  The log management unit 64 uses the communication processing unit 61 to receive a call log and recording data from the mobile phone 1 transmitted via the network 3, and uses the database server 62 to receive the call log and the received call log. The recording data is saved in the storage device 43.

  The terminal device 4 has, for example, a web browser, displays various screens on the display device based on the screen data received from the CTI server 5, detects a user operation with an input device, and inputs information based on the user operation. Is transmitted to the CTI server 5.

  Further, the push notification server 6 has the same hardware configuration as the CTI server 5, and when a push notification request is received from the CTI server 5 or the like, the push notification request is sent to the mobile phone 1 designated by the push notification request. The push notification including the command specified by is transmitted via the network 3. For example, when the operating system 31 of the mobile phone 1 is Android, a GCM (Google Cloud Messaging) server can be used as the push notification server 6. If the operating system 31 has the push notification receiving function as described above, the CTI application 33 uses the operating system 31 to receive the push notification.

  Next, the operation of each device in the telephone sales CTI system shown in FIG. 1 will be described. FIG. 5 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system shown in FIG. FIG. 6 is a sequence diagram for explaining the operation of each device during a group call in the CTI system for telephone sales shown in FIG. FIG. 7 is a diagram showing an example of a destination list and a group operator list displayed on the terminal device 4 in the telephone business CTI system shown in FIG.

  First, the operator operates the terminal device 4, logs in, and notifies the CTI server 5 of his / her operator ID. Next, the terminal device 4 transmits a destination list request to the CTI server 5 according to the operation of the operator (step S1).

  Upon receiving the destination list request, the CTI server 5 identifies the destination list associated with the operator ID of the operator and reads it from the database (that is, destination list data 52) (step S2), and the terminal device 4 (Step S3).

  The terminal device 4 displays the destination list, for example, as shown in FIG. 7 (step S4). For example, as shown in FIG. 7, on the callee list screen, call keys 201 are displayed corresponding to each callee. The transmission key 201 is a soft key, and when the transmission key 201 is pressed by an operator operation, the terminal device 4 receives an input of a transmission instruction (step S5), the transmission instruction, the operator ID of this operator, and the operator ID thereof. The destination information indicating the destination corresponding to the transmission key 201 (ID indicating the destination, telephone number, etc.) is transmitted to the CTI server 5 (step S6).

  When the CTI server 5 receives the call instruction, the operator ID and the callee information, the CTI server 5 specifies the mobile phone 1 corresponding to the operator ID, and a push notification request specifying the specified mobile phone 1 as a push notification destination, The call instruction and the callee information (a telephone number here) necessary for the call are sent to the push notification server 6 (step S7). At this time, the transmission destination (destination) of the push notification is designated by the above device token.

  When the push notification server 6 receives the push notification request, the call instruction, and the destination information, the push notification server 6 transmits the push notification including the call instruction and the destination information to the mobile phone 1 designated by the push notification request (step S8). ).

  Upon receiving the push notification, the mobile phone 1 makes a voice call to the telephone number indicated by the callee information included in the push notification (step S9).

  Then, when a voice call line is established with the call partner of the telephone number, the operator uses the mobile phone 1 to talk with the call partner (step S10). At this time, the mobile phone 1 records the call voice from the start to the end of the call and holds the recorded data.

  Then, when the call ends and the voice call line is disconnected, the mobile phone 1 transmits the call log (calling time, call time, etc.) and the recorded data to the CTI server 5 (step S11).

  When the CTI server 5 receives the call log and the recorded data from the mobile phone 1, the CTI server 5 stores the call log and the recorded data in association with the operator ID corresponding to the mobile phone ID of the mobile phone 1, the business office of the current call, and the like. (Step S12).

  Furthermore, the operator inputs relevant information (memo, memorandum, impression, impression, etc.) to the terminal device 4 during the call or immediately after the call is ended, such as the destination and the call. Upon receiving the related information (step S13), the terminal device 4 transmits the related information to the CTI server 5 (step S14). When the CTI server 5 receives the related information from the terminal device 4, the CTI server 5 stores the received related information in the database in association with the operator ID, the business destination of the current call, and the like (step S15).

  In this way, the operator can use the mobile phone 1 to call the business office.

  In addition, when the operator wants a predetermined group operator (boss, leader, etc.) to participate in the call or to transfer the call during a call with the business partner, as shown in FIG. After that (step S21), the operator operates the terminal device 4 to input a group call command.

  For example, as shown in FIG. 7, a list of group operators is also displayed on the destination list screen. Then, a group call key 202 and a mute key 203 are displayed corresponding to each group operator. The group call key 202 is a soft key for allowing the corresponding group operator to participate in the group call (that is, for inputting a group call command). The mute key 203 is a soft key for muting the call voice of the operator in the group call in which the corresponding group operator participates.

  When the terminal device 4 receives an input of a group call command from the operator (for example, pressing the group call key 202) (step S22), the group call command, the operator ID of this operator, and the group operator of the group operator designated by the operator. The ID (that is, the group operator ID corresponding to the pressed group call key 202) is transmitted to the CTI server 5 (step S23).

  The group operator ID used here is included in the group operator list transmitted together with the destination list.

  When the CTI server 5 receives the group call command, the operator ID, and the group operator ID, the CTI server 5 specifies the telephone numbers of the mobile phone 1 corresponding to the operator ID and the mobile phone 1 corresponding to the group operator ID, and specifies the specified mobile phone. The push notification request in which the telephone 1 is designated as the destination of the push notification, the group call instruction, and the telephone number thereof are transmitted to the push notification server 6 (step S24).

  Although the group operator designated by the operator in the terminal device 4 is specified by the group operator ID here, the telephone number of the mobile phone of the group operator may be directly used instead. As the mobile phone of the group operator, one that can make a group call with the mobile phone 1 of the operator (for example, one of the same carrier) is used.

  When the push notification server 6 receives the push notification request, the group call instruction, and the telephone number thereof, the push notification server 6 transmits the push notification including the group call instruction and the telephone number to the mobile phone 1 designated by the push notification request ( Step S25).

  Upon receiving the push notification, the mobile phone 1 specifies the telephone number included in the push notification and transmits a group call request (step S26).

  Then, the group call request is received by the mobile phone of the designated group operator, and the group operator operates the mobile phone to participate in the group call. As a result, a group call is made by the call partner, the operator, and the group operator (step S27).

  After that, when the call ends and the voice call line is disconnected (step S28), the mobile phone 1 transmits the call log (calling time, call time, etc.) and the recorded data to the CTI server 5, as described above. (Step S11). After the transmission, the mobile phone 1 erases the recorded data in the mobile phone 1.

  Further, in the group call (step S27), if the operator wants to transfer the call to the group operator without participating in the call, the operator presses the mute key 203 in FIG. Enter. When the input of the mute command is detected, the terminal device 4 transmits the mute command and the operator ID to the CTI server 5. This mute command reaches the mobile phone 1 by a push notification in the same manner as the group call command. When the mobile phone 1 receives the mute command, it mutes the voice of the operator during the group call. As a result, the call to the business partner is substantially transferred from the operator to the group operator.

  Note that the mobile phone 1 (that is, the CTI application 33) records the group call regardless of the presence or absence of the mute, and similarly transmits the recorded data together with the call log to the CTI server 5 (step S11).

  As described above, according to the first embodiment, the CTI server 5 transmits (a) the destination list for the operator in response to a request from the terminal device 4 operated by the operator, and (b) ) A call instruction indicating the telephone number of the business selected by the operator from the callee list is received from the terminal device 4, and when the call instruction is received, the operator's mobile phone 1 is specified, and (c) the specified mobile phone 1 is specified. The push notification request including the designated call is transmitted to the push notification server 6. When the push notification server 6 receives the push notification request, the push notification server 6 transmits the push notification including the call instruction to the mobile phone 1 designated by the push notification request. When the mobile phone 1 receives the push notification, it makes a call to the telephone number of the business office specified by the call instruction included in the received push notification.

  As a result, if there is the terminal device 4 connected to the network 3 and the mobile phone 1 (that is, the operator) exists within the range of the mobile phone network 2, the mobile phone 1 is used in this system to reach the sales office. Since the operator can make a phone call, the operator can carry out telephone sales not only in the center but also by telework. At that time, since it is not necessary to establish direct communication between the mobile phone 1 and the terminal device 4, it is not necessary to install software (driver or the like) for communication with the mobile phone 1 in the terminal device 4. Even a terminal device not managed by the operator can be used as the above-mentioned terminal device 4.

  Further, since the mobile phone 1 is fixedly assigned to each specific operator, even if an operator carries the mobile phone 1 assigned to himself and goes out for a business visit or the like, other The operator can operate the terminal device 4 to perform telephone sales using the mobile phone 1 assigned to him / her.

  Further, according to the first embodiment, the CTI server 5 receives the group call command designating the group operator from the operator terminal device 4, and when receiving the group call command, specifies the operator's mobile phone 1 and specifies the group call command. The push notification request including the group call instruction is transmitted to the push notification server 6 by designating the portable telephone 1 that has been set. Upon receiving the push notification request, the push notification server 6 transmits a push notification including a group call instruction to the mobile phone 1 designated by the push notification request. Upon receiving the push notification, the mobile phone 1 causes the group operator designated by the group call instruction included in the received push notification to participate in the group call with the business partner.

  Thereby, the operator can operate the terminal device 4 to cause the group operator corresponding to the operator to participate in the call with the business partner by using the group call function of the mobile phone 1.

  Further, according to the first embodiment, the CTI server 5 receives the mute command for muting the call voice of the operator from the terminal device 4 of the operator, and when the mute command is received, the operator's mobile phone 1 is specified and specified. The push notification request including the mute command is transmitted to the push notification server 6 by designating the portable telephone 1 that has performed the above. When the push notification server 6 receives the push notification request, it sends a push notification including a mute command to the mobile phone 1 designated by the push notification request. Upon receiving the push notification, the mobile phone 1 mutes the voice of the operator during the group call according to the mute command included in the received push notification.

  Thus, the operator can operate the terminal device 4 to substantially transfer the call to the business operator to the group operator corresponding to the operator by using the group call function of the mobile phone 1.

Embodiment 2.

  As in the first embodiment, the telephone business CTI system according to the second embodiment includes a mobile phone 1, a terminal device 4, a CTI server 5, and a push notification server 6, as in the first embodiment. ..

  In the first embodiment, the CTI server 5 receives from the terminal device 4 a call instruction indicating the telephone number of the business selected by the operator from the callee list, designates the mobile phone 1 of the operator, and makes the call. Although the push notification request including the command is transmitted to the push notification server 6, in the second embodiment, instead, the terminal device 4 uses (a) an operator's operation to call a business telephone from the callee list. Select the number, (b) specify the mobile phone 1 assigned to the operator, and (c) push the specified mobile phone 1 with a push notification request including a call instruction indicating the phone number of the selected business office. The notification is designated as a notification destination and transmitted to the push notification server 6.

  At that time, as described above, the CTI server 5 stores the management data 51 indicating the mobile phone 1 assigned to the operator in a predetermined storage device (the storage device 43, a database server not shown, etc.) and manages it. Therefore, the terminal device 4 identifies the mobile phone 1 assigned to the operator based on the management data 51 by making an inquiry to the CTI server 5.

  Specifically, in the second embodiment, as in the first embodiment, the mobile phone 1 transmits a device token request to the push notification server 6, receives a device token from the push notification server 6, and receives the device. The token is transmitted to the CTI server 5, and the CTI server 5 (a) receives the device token from the mobile phone 1, and (b) holds the received device token in association with the mobile phone 1. Then, in the second embodiment, the terminal device 4 (a) acquires the device token corresponding to the mobile phone 1 assigned to the operator from the CTI server 5, and (b) the mobile phone assigned to the operator. The push notification request is transmitted to the push notification server 6 by designating 1 as the push notification destination with the acquired device token. Upon receiving the push notification request, push notification server 6 transmits a push notification including a call instruction and callee information to mobile phone 1 of the device token designated by the push notification request, as in the first embodiment. To do. When the mobile phone 1 receives the push notification, the mobile phone 1 makes a voice call to the telephone number indicated by the destination information included in the push notification.

  At this time, in the CTI server 5, (a) the communication processing unit 61 receives the device token transmission request transmitted by the terminal device 4 based on the operation of the operator, and (b) the communication processing unit 61 or the database server. 62 specifies the mobile phone ID associated with the operator ID of the operator, reads the device token associated with the specified mobile phone ID, and (c) the communication processing unit 61 uses the device token as the device token. Sent as a response to the transmission request. Then, the terminal device 4 receives the device token and uniquely identifies the mobile phone 1 assigned to the operator by the received device token.

  Therefore, in the second embodiment, the CTI server 5 does not transmit the push notification request including the above-mentioned call instruction and call destination information to the push notification server 6.

  A computer is built in the terminal device 4, an application program for transmitting the push notification request described above is installed, and the application program and the program for the web browser described above are executed by the computer. That is, when a specific operation of the operator (for example, pressing of the above-mentioned call key 201) is detected by, for example, the above-mentioned web browser, the computer calls the application program in the terminal device 4, and according to the application program, Using the network function, the device token of the operator's mobile phone 1 may be immediately acquired from the CTI server 5, and the above push notification request may be transmitted to the push notification server 6.

  Next, the operation of each device in the CTI system for telephone sales according to the second embodiment will be described. FIG. 8 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the second embodiment.

  Similar to the first embodiment, the CTI server 5 stores the device token of the mobile phone 1 in association with the mobile phone ID of the mobile phone 1. Then, when the terminal device 4 receives the transmission command as described above (step S5), it transmits a device token transmission request specifying the operator ID to the CTI server 5 (step S41), and the CTI server 5 receives the device token. When the transmission request is received, the mobile phone ID corresponding to the operator ID designated by the device token transmission request is specified, the device token stored in association with the mobile phone ID is specified, and the specified device token is The device token is transmitted to the terminal device 4 as a response to the device token transmission request (step S42), and the terminal device 4 receives the device token.

  Then, the terminal device 4 specifies the mobile phone 1 as the destination of the push notification with the acquired device token, and transmits the push notification request described above to the push notification server 6 (step S43). Then, push notification server 6 transmits a push notification including a call command to the designated mobile phone 1 in accordance with the push notification request, as in the first embodiment (step S8).

  The rest of the configuration and operation of the CTI system for telephone sales according to the second embodiment are the same as those of the first embodiment, and the description thereof will be omitted.

  However, with respect to the push notification request including the group call command described above, in the second embodiment, the CTI server 5 may transmit it to the push notification server 6 as in the first embodiment, or the push notification request described above. Similarly, the terminal device 4 may transmit a push notification request including the above-mentioned group call command to the push notification server 6 based on the operation of the operator (for example, pressing the above-mentioned group call key 202). Good. That is, in the second embodiment, not the CTI server 5 but the terminal device 4 specifies the mobile phone 1 assigned to the operator, specifies the specified mobile phone 1, and specifies the group operator described above. The push notification request including the call instruction may be transmitted to the push notification server 6.

  Regarding the push notification request including the above-described mute command, in the second embodiment, the CTI server 5 may transmit the push notification request to the push notification server 6 as in the first embodiment. Similarly, the terminal device 4 may transmit a push notification request including the group call command described above to the push notification server 6 based on an operator operation (for example, pressing the mute key 203 described above). That is, in the second embodiment, not the CTI server 5 but the terminal device 4 specifies the mobile phone 1 assigned to the operator, specifies the specified mobile phone 1, and mutes the call voice of the operator. A push notification request including a mute command to be performed may be transmitted to the push notification server 6.

  As described above, according to the second embodiment, the push notification request including the call instruction indicating the telephone number of the business is transmitted directly from the terminal device 4 operated by the operator to the push notification server 6, and the push notification is sent. The notification server 6 transmits a push notification including a call instruction to the mobile phone 1 assigned to the operator.

  Thus, as in the first embodiment, if there is the terminal device 4 connected to the network 3 and the mobile phone 1 (that is, the operator) is within the range of the mobile phone network 2, the mobile phone can be used in this system. 1 can be used to make a phone call to the business, so that the operator can carry out phone sales not only in the center but also by telework.

  Further, since the mobile phone 1 is assigned to the operator, even if an operator carries the mobile phone 1 assigned to himself and goes out for a business visit or the like, the other operators still use the terminal device 4 Can be operated by using the mobile phone 1 assigned to the user.

Embodiment 3.

  In the first and second embodiments, a GCM server is illustrated as the push notification server 6, but in the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 and performs socket communication. The above push notification is transmitted to the mobile phone 1.

  In the third embodiment, first, the mobile phone 1 transmits a connection request to the push notification server 6 in advance, and when the push notification server 6 accepts the connection request, the mobile phone 1 and the push notification server 6 communicate with each other. Then, a virtual line is established by socket communication. After that, bidirectional communication becomes possible between the mobile phone 1 and the push notification server 6.

  FIG. 9 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the third embodiment.

  In the third embodiment, when the CTI application 33 is activated in the mobile phone 1 assigned to an operator (step S61), the CTI application 33 displays a login screen on the display device 13 (step S62). The login screen is provided with at least an operator ID input field. When the operator is authenticated by a pair of the operator ID and the password, the password is registered in advance in the operator record 105 in association with the operator ID, and the login screen also has a password input field. ..

  When the operator uses the input device 14 to input information necessary for authentication, such as his own operator ID, on the login screen, the CTI application 33 accepts the entered information such as operator ID (step S63), in order to establish a line for socket communication, a connection request including the operator ID is transmitted to the push notification server 6 (step S64).

  When the push notification server 6 receives the connection request from the mobile phone 1, the push notification server 6 executes a socket communication connection process to establish a virtual line between the mobile phone 1 and the push notification server 6 (step S65). Further, the push notification server 6 issues the device token of the mobile phone 1 and holds the device token in association with the mobile phone 1 (for example, the node information of the mobile phone 1 in socket communication) (step S66), and the device token. Is transmitted to the mobile phone 1 (step S67). The CTI application 33 of the mobile phone 1 receives and holds the device token. In this embodiment, a temporary ID (here, socket ID) unique to the mobile phone is used as the device token.

  Upon receiving the device token, the CTI application 33 transmits to the CTI server 5 an authentication request including the information such as the operator ID input on the login screen and the device token (step S68).

  In the CTI server 5, when the communication processing unit 61 receives the authentication request from the mobile phone 1, it refers to the management data 51 using the database server 62 and authenticates the operator based on the operator ID in the authentication request. Processing is performed (step S69). Specifically, if the operator ID or the like in the authentication request (for example, the pair of the operator ID and the password) is registered in the management data 51, the communication processing unit 61 determines that the authentication is successful and makes the authentication request. If the operator ID or the like in No. is not registered in the management data 51, it is determined that the authentication has failed.

  When the authentication is successful, the communication processing unit 61 stores the device token in the received authentication request in the storage device 43 (for example, in the record 101 in FIG. 4) in association with the mobile phone 1 (step S70), and outputs the authentication result. The data is transmitted to the mobile phone 1 (step S71). If the authentication fails, the communication processing unit 61 sends the authentication result to the mobile phone 1 without executing step S70 (step S71).

  When the CTI application 33 of the mobile phone 1 receives the authentication result, if the authentication result indicates that the authentication is successful, the CTI application 33 starts waiting for the transmission instruction from the push notification server 6 (step S72). On the other hand, when the authentication result indicates authentication failure, for example, the CTI application 33 displays a message of authentication failure on the display device 13, returns to step S62, and displays the login screen again.

  After that, in the same manner as in the second embodiment, when the terminal device 4 receives the transmission command as described above (step S5), it transmits a device token transmission request specifying the operator ID to the CTI server 5 (step S41). , CTI server 5 receives the device token transmission request, identifies the mobile phone ID corresponding to the operator ID specified by the device token transmission request, and stores the device token stored in association with the mobile phone ID. The identified device token is transmitted to the terminal device 4 as a response to the device token transmission request (step S42), and the terminal device 4 receives the device token. Then, the terminal device 4 specifies the mobile phone 1 as the destination of the push notification with the acquired device token, and transmits the push notification request described above to the push notification server 6 (step S43).

  Then, when the push notification server 6 receives the push notification request, in the third embodiment, the socket communication is used, and according to the push notification request, the push notification server 6 sends a push notification including a call instruction to the designated mobile phone 1. It is transmitted (step S8). Specifically, the node information (IP address, port number, etc.) in the socket communication relating to the mobile phone 1 corresponding to the device token specified in the push notification request is specified, and the transmission command is issued based on the specified node information. Push notifications including the above are transmitted to the mobile phone 1. Then, upon receiving the push notification, the CTI application 33 waiting for reception makes a voice call according to the push notification (step S9).

  The rest of the configuration and operation of the CTI system for telephone sales according to the third embodiment are the same as those of the second embodiment, and therefore their explanations are omitted. That is, the push notification server 6 according to the third embodiment can similarly transmit the push notification including the group call command and the push notification including the mute call command to the mobile phone 1. Further, in the first embodiment, as in the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 and transmits the above push notification to the mobile phone 1 by socket communication. You can

Fourth Embodiment

  In the third embodiment, the push notification server 6 establishes socket communication with the mobile phone 1 and transmits the above-mentioned push notification to the mobile phone 1 by socket communication, but in the fourth embodiment, the terminal device 4 Establishes socket communication with the mobile phone 1, and directly transmits the push notification described above to the mobile phone 1 by socket communication. That is, in the fourth embodiment, the push notification server 6 is not particularly necessary.

  In the fourth embodiment, first, the mobile phone 1 transmits a connection request to the terminal device 4 designated by the operator in advance, and when the terminal device 4 accepts the connection request, the mobile phone 1 and the mobile phone 4 receive the connection request. A virtual line is established by means of socket communication with 1. After that, bidirectional communication becomes possible between the terminal device 4 and the mobile phone 1. In the fourth embodiment, the operator specifies the IP address of the terminal device 4 currently in use, and inputs the specified IP address into the mobile phone 1, so that the mobile phone 1 should transmit the connection request. Specify 4.

  On the other hand, in the fourth embodiment, a computer is built in the terminal device 4, the application program for transmitting the push notification described above is installed, and the application program and the program for the web browser described above are executed by the computer. . When this application program is executed by a built-in computer, the computer operates as an application. When the terminal device 4 detects a specific operation of the operator on the terminal device 4, the computer executes the application program. Then, the application of the terminal device 4 specifies (a) the IP address assigned to the network interface of the own device (the terminal device 4) and outputs it to the operator, and (b) uses the network interface. Then, in response to a connection request from the mobile phone 1, socket communication is established with the mobile phone 1, and (c) the specific operation of the operator (for example, pressing the above-mentioned transmission key 201) is performed as described above. When detected by a web browser or the like, the push notification described above is transmitted to the mobile phone 1 by the established socket communication using the network interface.

  The IP address of the terminal device 4 described above is a global address of IPv4 or an IP address of IPv6. If only the IPv4 local address is assigned to the terminal device 4, for example, the terminal device 4 follows the application program thereof and the global address and the specific port of the router between the terminal device 4 and the network 3. The number (port number used for port forwarding) is displayed, the operator inputs the IP address and the port number into the mobile phone 1, and the mobile phone 1 sends a connection request to the port number of the IP address. .

  FIG. 10 is a sequence diagram for explaining the operation of each device in the telephone sales CTI system according to the fourth embodiment.

  In the fourth embodiment, an operator performs a predetermined operation on the terminal device 4 currently used to execute the above-mentioned application program and activate the application (step S81). When activated, the application first identifies its own IP address (step S82), and displays the IP address on a display device such as a display (step S83). Instead of displaying the IP address, the IP address may be printed or the IP address may be sent to the e-mail address of the operator registered in advance. Thereby, the operator can specify the IP address of the terminal device 4 currently used.

  On the other hand, when the CTI application 33 is activated in the mobile phone 1 assigned to the operator according to the operation of the operator (step S84), the CTI application 33 displays the login screen on the display device 13 (step S85). In the fourth embodiment, the login screen is provided with the same input fields as in the third embodiment, and the identification information of the terminal device 4 currently used by the operator (here, the above-mentioned IP address is used). An input field for inputting the (address) is provided.

  When the operator uses the input device 14 to input information necessary for authentication, such as his own operator ID, and the IP address of the terminal device 4 described above, on the login screen, the CTI application 33 is input. Information such as the operator ID and IP address is accepted (step S86), and a connection request is transmitted to the accepted IP address to establish a socket communication line (step S87).

  Upon receiving the connection request from the mobile phone 1, the terminal device 4 executes a socket communication connection process to establish a virtual line between the mobile phone 1 and the terminal device 4 (step S88). .

  After that, the CTI application 33 transmits an authentication request including information such as the operator ID input on the login screen to the CTI server 5 (step S89).

  In the CTI server 5, similarly to the third embodiment, when the communication processing unit 61 receives the authentication request from the mobile phone 1, the communication processing unit 61 refers to the management data 51 using the database server 62, The operator is authenticated based on the operator ID and the like (step S90), and the authentication result is transmitted to the mobile phone 1 (step S91).

  When the CTI application 33 of the mobile phone 1 receives the authentication result and the authentication result indicates that the authentication is successful, the CTI application 33 starts waiting for the transmission instruction from the push notification server 6 (step S92). On the other hand, if the authentication result indicates authentication failure, for example, the CTI application 33 displays a message of authentication failure on the display device 13, discards the socket communication connection, and returns to step S85. , Display the login screen again.

  Then, when the terminal device 4 accepts the outgoing call command as described above (step S5) in the same manner as in the second embodiment, it immediately uses the socket communication to issue the outgoing call command to the mobile phone 1 of the operator. A push notification containing the same is transmitted (step S93). Specifically, the node information (IP address, port number, etc.) in the socket communication relating to the mobile phone 1 is specified, and a push notification including a call instruction is transmitted to the mobile phone 1 based on the specified node information. To be done. Then, upon receiving the push notification, the CTI application 33 waiting for reception makes a voice call according to the push notification (step S9).

  The rest of the configuration and operation of the CTI system for telephone sales according to the fourth embodiment are the same as those of the second and third embodiments, and the description thereof will be omitted.

  Various changes and modifications to the above-described embodiment will be apparent to those skilled in the art. Such changes and modifications may be made without departing from the spirit and scope of the subject matter and without diminishing its intended advantages. That is, such changes and modifications are intended to be covered by the appended claims.

  For example, in the first, second, and third embodiments described above, the CTI server 5 and the push notification server 6 may be physically provided in the same server device, but even in that case, they are independent servers. Further, in the first, second, third, and fourth embodiments described above, a portable personal computer, a tablet terminal, or a mobile phone 1 may be used as the terminal device 4.

  Further, in the above-described first, second, third, and fourth embodiments, FIG. 1 shows only one mobile phone 1 assigned to one operator, but a plurality of operators assigned to a plurality of operators are shown. Of course, the mobile phone 1 may be included in the above system. The number of terminal devices 4 need not be the same as the number of mobile phones 1. Further, in the first and second embodiments, for example, the terminal device 4 can be used by any operator of a plurality of operators, and the operator who is operating the terminal device 4 is the operator as described above. Is identified by an operator ID unique to each operator (that is, the terminal device 4 can be shared by a plurality of operators).

  The present invention is applicable to, for example, a CTI system for telephone sales.

1 Mobile phone 3 Network (an example of wide area network)
4 terminal device 5 CTI server 6 push notification server 20 arithmetic processing device (an example of a computer)
21 CTI application program

Claims (6)

A CTI server connected to a wide area network,
A terminal device connectable to the wide area network and operated by an operator;
A mobile phone for telephone sales, which is assigned to the operator and is connectable to the wide area network,
The CTI server transmits a destination list for the operator in response to a request from the terminal device,
The terminal device (a) selects a telephone number of a business operator from the recipient list based on the operation of the operator, and (b) a first push notification request including a call instruction indicating the selected telephone number of the business operator. By designating the mobile phone assigned to the operator, and transmitting the push notification server connected to the wide area network,
When the push notification server receives the first push notification request, the push notification server transmits a first push notification including the call instruction to the mobile phone specified by the first push notification request,
When the mobile phone receives the first push notification, the mobile phone makes a call to a telephone number of a business office specified by the call instruction included in the received first push notification,
The CTI server receives a group call command designating a group operator from the terminal device of the operator, specifies the mobile phone assigned to the operator when the group call command is received, and specifies the specified mobile phone. Is specified to send a second push notification request including the group call instruction to the push notification server,
Upon receiving the second push notification request, the push notification server transmits a second push notification including the group call instruction to the mobile phone specified by the second push notification request,
Upon reception of the second push notification, the mobile phone causes the group operator designated by the group call command included in the received second push notification to participate in a group call with the business operator ,
The mobile phone transmits a connection request to the push notification server,
When the push notification server receives the connection request, the push notification server establishes a virtual line by socket communication between the mobile phone and the push notification server, and the socket communication performs the first push notification and the second push. Sending a notification to the mobile phone;
CTI system for telephone sales characterized by The CTI server receives a mute command for muting the call voice of the operator from the terminal device of the operator, and upon receiving the mute command, identifies the mobile phone assigned to the operator, and identifies the identified mobile phone. Send a third push notification request including the mute command to the push notification server by designating a telephone,
Upon receiving the third push notification request, the push notification server transmits a third push notification including the mute command to the mobile phone specified by the third push notification request,
When the mobile phone receives the third push notification, the mobile phone mutes the voice of the operator during the group call according to the mute command included in the received third push notification.
The CTI system for telephone sales according to claim 1 . A CTI server connected to a wide area network,
A terminal device connectable to the wide area network and operated by an operator;
A mobile phone for telephone sales, which is assigned to the operator and is connectable to the wide area network,
The CTI server transmits a destination list for the operator in response to a request from the terminal device,
The terminal device (a) selects a telephone number of a business operator from the recipient list based on the operation of the operator, and (b) a first push notification request including a call instruction indicating the selected telephone number of the business operator. By designating the mobile phone assigned to the operator, and transmitting the push notification server connected to the wide area network,
When the push notification server receives the first push notification request, the push notification server transmits a first push notification including the call instruction to the mobile phone specified by the first push notification request,
When the mobile phone receives the first push notification, the mobile phone makes a call to a telephone number of a business office specified by the call instruction included in the received first push notification,
The terminal device specifies the mobile phone assigned to the operator, and transmits a second push notification request including a group call command specifying a group operator to the push notification server,
Upon receiving the second push notification request, the push notification server transmits a second push notification including the group call instruction to the mobile phone specified by the second push notification request,
Upon reception of the second push notification, the mobile phone causes the group operator designated by the group call command included in the received second push notification to participate in a group call with the business operator ,
The mobile phone transmits a connection request to the push notification server,
When the push notification server receives the connection request, the push notification server establishes a virtual line by socket communication between the mobile phone and the push notification server, and the socket communication performs the first push notification and the second push. Sending a notification to the mobile phone;
CTI system for telephone sales characterized by The terminal device specifies the mobile phone assigned to the operator, and transmits a third push notification request including a mute command for muting the call voice of the operator to the push notification server,
Upon receiving the third push notification request, the push notification server transmits a third push notification including the mute command to the mobile phone specified by the third push notification request,
When the mobile phone receives the third push notification, the mobile phone mutes the voice of the operator during the group call according to the mute command included in the received third push notification.
A CTI system for telephone sales according to claim 3 . The CTI server stores management data indicating the mobile phone assigned to the operator in a predetermined storage device,
The terminal device identifies the mobile phone assigned to the operator based on the management data by inquiring of the CTI server.
The CTI system for telephone business according to any one of claims 1 to 4, characterized in that: The mobile phone records a call of the operator and the group operator, uploads the recorded data of the call to the CTI server,
The CTI server receives the recording data and stores the received recording data;
The CTI system for telephone business according to any one of claims 1 to 4, characterized in that:

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