JP7035552B2 - Private branch exchange - Google Patents

Description

The present invention relates to a private branch exchange (PBX: Private Branch Exchange) having a function of relaying a telephone and a communication terminal, for example, a mobile terminal via a telephone network or the Internet, and more specifically, for a sender (caller). A private branch exchange having a function of notifying a caller (callee) of a matter (summary).

Conventionally, there are techniques described in Japanese Patent Application Laid-Open No. 2013-201738 (Patent Document 1) and Japanese Patent Application Laid-Open No. 2016-184798 (Patent Document 2).
In these documents, when the private branch exchange receives the caller ID and additional dial-in and transfers it to the mobile terminal, the caller's telephone number is transmitted to the mobile terminal via the Internet from the caller ID notification device linked with the private branch exchange. The technology to notify to is disclosed.

Japanese Unexamined Patent Publication No. 2013-201738 Japanese Unexamined Patent Publication No. 2016-184798

In Patent Documents 1 and 2, even if the owner of the mobile terminal knows the number of the other party or the name of the caller when receiving or not answering, the owner of the mobile terminal does not know the matter.
Further, in Patent Document 2, in consideration of the degree of urgency of the calling side and the circumstances of the receiving side, a plurality of notification means (notification means by character information, notification means of incoming call forwarding, notification means of recording, etc.) from an external telephone). It is possible to select a desired communication means from among the above. For example, when a notification means using text information is selected on an external telephone, character information including identification information of the external telephone (a message requesting call back) is generated. There is a description of the incoming call control device that notifies the internal telephone. However, it does not take into consideration the push notification of the message message together with the call forwarding (call forwarding).
That is, after the called party receives the call forwarding, it is not possible to select how the called party should respond, for example, whether to answer the incoming call or not depending on the message.

Therefore, according to the present invention, when an incoming call is received, the incoming call is forwarded to the destination mobile phone, an outline of the caller's message (message message) is notified, and the call is answered or answered according to the message. It is an object of the present invention to provide a technology having a function that enables selection of whether or not to use.
Issues, configurations and effects other than those described above will be clarified by the description of the following embodiments.

In order to solve the above problems, the present invention introduces an IVR functional unit having an IVR (Interactive Voice Response; hereinafter referred to as an IVR system) function in a private branch exchange, and receives an incoming call from a telephone of a calling source. It is transferred to the original mobile phone and a push notification of the outline (message message) of the message to the called party is sent to the mobile phone of the called party.

For example, one of the representative premises exchanges of the present invention is a premises exchange having a function of transferring an incoming call (connection request) received from a caller's telephone to a callee's mobile terminal . The premises exchange is a call control unit. , IVR function unit, message message generation unit, push notification control unit, and Internet communication unit. When an incoming call is received from the telephone by dial-in, the IVR function unit responds to the telephone by dialing in. , When the caller of the telephone is prompted to input a message by voice guidance and the caller's message is received from the telephone, the message message selected by the IVR function unit is used as the message generation unit. Then, at the discretion of the push notification control unit, the Internet communication unit pushes a message in the data format capable of push notification to the mobile terminal corresponding to the dial-in. When a notification is given, a transfer is transmitted from the premises exchange to the mobile terminal, and a response to the transfer transmission is received from the mobile terminal, the call control unit transfers the call to the mobile terminal corresponding to the dial-in. It is characterized by performing.

According to the present invention, by notifying the called party of the summary of the message at the time of call forwarding, the called party can grasp the summary in advance before the call and can smoothly respond to the call.

For example, the caller can inform the called party who owns the mobile terminal of the matter in advance regardless of whether or not the mobile terminal owner responds.
As a result, if the owner of the mobile terminal cannot answer the incoming call, or if the caller's message is difficult to answer immediately, the owner of the mobile terminal does not know the message. The person (callee) can call back to confirm the contents of the message without preparing the answer, but by knowing the message in advance, the person (callee) can call back after preparing the answer.

FIG. 1 is a block diagram showing the configuration of the entire system including the private branch exchange of the present invention. FIG. 2 is a sequence diagram showing an operation between the private branch exchange of the present invention and a telephone and a mobile terminal. FIG. 3 is a sequence diagram showing another operation between the private branch exchange of the present invention and a telephone and a mobile terminal. FIG. 4 is a sequence diagram showing still another operation between the private branch exchange of the present invention and a telephone and a mobile terminal. FIG. 5 is a sequence diagram showing another operation between the private branch exchange of the present invention and a telephone and a mobile terminal. FIG. 6 is a sequence diagram showing another operation between the private branch exchange of the present invention and a telephone and a mobile terminal. FIG. 7 is a sequence diagram showing another operation between the private branch exchange of the present invention and the mobile terminal. FIG. 8 is a table showing the data structure of the transfer destination number storage unit constituting a part of the private branch exchange of the present invention. FIG. 9 is a table showing the data structure of the message storage unit that constitutes a part of the private branch exchange of the present invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings. The present invention realizes a private branch exchange that can enjoy the effects of the IVR technology and is convenient for the called user when transferring the incoming call from the calling telephone to the incoming mobile phone.
Hereinafter, the embodiment will be described with reference to the drawings.

FIG. 1 is a block diagram showing the configuration of the entire system including the private branch exchange of the present invention.
The private branch exchange 1 is connected to the telephone 2 via the external telephone network 3 and is connected to the mobile terminal 4 which is a communication terminal via the Internet 5. Then, the private branch exchange 1 relays the communication between the telephone 2 and the mobile terminal 4 via the external telephone network 3 and the Internet 5.

The private branch exchange 1 includes a call control unit 11, an IVR (Interactive Voice Response) function unit 12, a transaction history storage unit 13, a push notification control unit 14, a transfer destination number storage unit 15, a message message storage unit 16, and a timer unit 17. It has a message message generation unit 18, a message buffer unit 19, and an internet communication unit 20.

The call control unit 11 is connected to the external telephone network 3 and has a function of transferring a call to a mobile terminal 4 corresponding to dial-in from the telephone 2.

The transaction history storage unit 13 has an area for storing transaction history information including information on the caller's product purchase history, which is associated with the telephone number of the telephone 2. The transaction history information is not limited to the product purchase history information, and may be arbitrarily changed.

As shown in FIG. 8, the transfer destination number storage unit 15 has a dial-in number (dial-in A to C) 801 from the telephone 2, a transfer destination telephone number (phone numbers A to B) 801 and a push notification destination address (address A). -C) It has an area for storing each data such as 803.

As shown in FIG. 9, the message storage unit 16 has a dial number (1 to 3) 901 operated by the caller of the telephone 2, a message urgency (low, high) 902, and a message content (call back). Please reply. I have sent an e-mail. I may want to contact you as soon as possible.) 903, has an area to store each data.

The push notification control unit 14 operates in cooperation with the message message generation unit 18, the timer unit 17, and the message message buffer unit 19, and the message message converted into a data format capable of push notification is used to generate the message message. When received from the unit 18, the message is stored in the message buffer unit 19, and push notification is sent to the mobile terminal 4 via the Internet communication unit 20 and the Internet 5. Further, when a message is received from the message generation unit 18, after the message is stored in the message buffer unit 19, push notification is not immediately performed, and the event from the timer unit 17 triggers the message message. It is also possible to take out the message message stored in the buffer unit 19 and push-notify the mobile terminal 4 via the Internet communication unit 20 and the Internet 5. When the message transmission completion notification is acquired from the Internet communication unit 20, a request for deleting the corresponding message stored in the message buffer unit 20 is made.

The timer unit 17 starts measuring the timer when requested by the call control unit 11 or the push notification control unit 14, and when the timer expires, notifies the call control unit 11 or the push notification control unit 14 of the event. ..

The message message generation unit 18 is connected to the IVR function unit 12, the transaction history storage unit 13, the push notification control unit 14, the transfer destination number storage unit 15, and the message message storage unit 16, and inputs the sender's message. The message corresponding to the above is acquired from the message storage unit 16 and converted into a data format capable of push notification. The transaction information associated with the caller's telephone number acquired from the transaction history storage unit 13 is also converted into a data format capable of push notification.

The IVR function unit 12 is connected to the call control unit 11 and the message message generation unit 18, and operates in cooperation with these.

IVR is a function (dialogue / interactivity function) that automatically responds by voice according to the button operation of the user (caller of telephone 2) in telephone support, etc., and IVR itself is well known. , The detailed configuration is omitted. The operation of the IVR function unit 12 will be described later.

The message buffer unit 19 stores a message message converted into a data format capable of push notification transmitted from the push notification control unit 14. Further, when there is an acquisition request from the push notification control unit 14, the message message stored in the message buffer unit 19 and converted into a data format capable of push notification is transmitted to the push notification control unit 14. As for the message message stored in the message buffer unit 19, the message message specified by the deletion request from the push notification control unit 14 is deleted.

The Internet communication unit 20 transmits a message to the mobile terminal 4 via the Internet 5. Further, when the mobile terminal 4 receives the message, the push notification control unit 14 sends the information received from the Internet 5, such as the notification of the completion of receiving the message, which is notified from the mobile terminal 4 via the Internet 5. Send to.

FIG. 2 is a sequence diagram showing an operation between the private branch exchange 1 of the present invention and the telephone 2 and the mobile terminal 3. The operation based on the sequence of FIG. 2 is as follows.

The telephone 2 dials in and makes a dial-in number (connection request) (S201).

When the private branch exchange 1 receives a dial-in number by dialing in the telephone 2, the IVR function unit 12 prompts the telephone 2 to input a message by voice guidance (voice response). Respond (S202).

As an IVR response, for example, "This is XX. Please operate No. 1 for product inquiries, No. 2 for product inquiries, and No. 3 for specification inquiries." And "This is XX." Please enter your request by voice. "

The telephone 2 inputs a message in response to the IVR response from the private branch exchange 1. This message is input by inputting the dialed number of the telephone 2. The message may be notified by voice by the caller of the telephone 2 (S203).

The input method from the telephone 2 is, for example, as follows.
Example 1: Prepare a pattern of the message to be notified in advance, send a PB signal by dialing the caller, and select it.
Dial 1: "Product inquiry"
Dial 2: "Inquiry about malfunction"
Dial 3: "Inquiry about use"

Example 2: Input the message by voice. In this case, the voice is converted into character data on the private branch exchange 1 side.

The private branch exchange 1 receives the message from the telephone 2, and the message message generation unit 18 converts the message input from the telephone 2 into a pushable data format message.

At this time, information about the caller (transaction history information of the transaction history information storage unit 13) such as the transaction history associated with the caller number (dial-in number) from the telephone 2 is converted into a pushable data format. May be good.

Further, the private branch exchange 1 performs push notification of an incoming call and a message message corresponding to the dial-in of the telephone 2 to the mobile terminal 4 by the push notification control unit 14 (S204), and the call control unit 11 performs push notification. Transfer transmission is performed (S205).

Further, when the private branch exchange 1 receives a response from the mobile terminal 4 (S206), the call control unit 11 transfers the call to the mobile terminal 4 corresponding to the dial-in of the telephone 2, and the telephone 2 and the mobile terminal 4 Allows voice calls between (S207, S208).
The push notification by the push notification control unit 14 and the transfer of the call by the call control unit 11 may be performed at the same time.

As described above, the called party of the mobile terminal 4 can grasp the message of the caller of the telephone 2 and can take an appropriate response.

In the first embodiment, the IVR function unit 12 responds to the IVR, the caller inputs a message, and then the transfer is transmitted to the transfer destination mobile terminal 4. However, in the present embodiment, an incoming call is received by dial-in. Upon receiving the message, the transfer is immediately transmitted to the mobile terminal 4, and at the same time, the IVR function unit 12 performs an IVR response to prompt the caller to input a message.

FIG. 3 is a sequence diagram showing the operation. The operation based on the sequence of FIG. 3 is as follows.

The telephone 2 dials in and sends a dial-in number (S301).

When the private branch exchange 1 receives a dial-in number by dial-in of the telephone 2, the call control unit 11 transfers and transmits the dial-in number to the mobile terminal 4 corresponding to the dial-in of the telephone 2 (S302).

In addition, the IVR function unit 12 responds to the telephone 2 with an IVR response (S303) that prompts the caller to input a message by voice guidance (voice response).

The telephone 2 inputs a message to the IVR response (S303) by the private branch exchange 1. The input of this message is performed by operating the dial number of the telephone 2 (S304).

The private branch exchange 1 push-notifies the mobile terminal 4 of the message corresponding to the dial operation of the telephone 2 by the push notification control unit 14 (S305).

At this time, when the mobile terminal 4 responds to the transfer transmission, the sequences of S304 and S305 are discarded, and the transfer call is enabled between the telephone 2 and the mobile terminal 4.

When the private branch exchange 1 receives a response from the mobile terminal 4 (S306), the call control unit 11 transfers the call to the mobile terminal 4 corresponding to the dial-in of the telephone 2 (S307, S308).

According to the above embodiment, when the callee who owns the mobile terminal 4 answers the incoming call immediately, the call of the caller from the telephone 2 is transferred from the IVR response (S303) of the IVR function unit 12 to the transfer destination mobile terminal. It is possible to switch to the voice call (S307, S308) with 4 and omit the operation of the message input (S304) by the caller.

In this embodiment, S201 to S205 in Example 2 (corresponding to S401 to S405 in this embodiment), and later, if there is no response from the mobile terminal 4 for a certain period of time, push communication and transfer transmission are performed.

FIG. 4 shows a private branch exchange 1 and a telephone 2 and a mobile terminal 4-2 (hereinafter referred to as mobile terminal B) when there is no response from the mobile terminal 4-1 (hereinafter referred to as mobile terminal A) for a certain period of time. It is a sequence diagram which shows the operation in between.
With reference to FIG. 4, only the steps that are changed from the second embodiment are shown below.

If there is no response to the transfer transmission from the mobile terminal A for a certain period of time, the transfer transmission is abandoned, and then the push notification of the message is sent to another mobile terminal B and the transfer transmission is performed (S406, S407).

The transfer destination transmission switching from the mobile terminal A to the mobile terminal B, that is, the determination of the transfer destination mobile terminal is determined according to the transfer list predetermined by the message input by the caller.

An example thereof will be described below.
Upon receiving an incoming call by dial-in, the private branch exchange 1 responds to the IVR by the IVR function unit 12 (S401 to S402).

Upon receiving the input of the message, the push notification and the transfer transmission are performed to the mobile terminal A corresponding to the dial-in (S404 to S405).

When the mobile terminal A does not respond for a certain period of time, push notification and transfer transmission are performed to another mobile terminal B according to a predetermined transfer list corresponding to the message input by the caller (S406 to S407). The timer unit 17 measures the fixed time. The transfer destination according to the transfer list is, for example, as follows.

Dial 1: Transfer to mobile terminal B Dial 2: Transfer to mobile terminal C Dial 3: Transfer to mobile terminal D

As a result, the incoming message can be reliably pushed to the mobile terminal side.

This embodiment is an example when the urgency is determined in advance for each message input by the caller in the message storage unit 16 and when the power of the mobile phone terminal 4 is turned off (see FIG. 9).

FIG. 5 is a sequence diagram showing the operation between the telephone 2 (telephones A and B), the private branch exchange 1, and the mobile terminal 4 when the priority of the message is low, and FIG. 6 is a sequence diagram showing the operation between the telephone 2 (telephones A and B) and the mobile terminal 4. FIG. A sequence diagram showing the operation between the telephone 2 (telephones A and B), the private branch exchange 1, and the mobile terminal 4, FIG. 7 shows the operation between the private branch exchange 1 and the mobile terminal 4 when the power of the mobile phone terminal 4 is turned off. It is a sequence diagram which shows.
The operation of these sequences is as follows.

First, in FIG. 5, the operation of the private branch exchange 1 when the priority of the requirements is low will be described.
The private branch exchange 1 receives a non-response setting from the mobile terminal 4 (S501).
Then, the timer unit 17 built in the private branch exchange 1 is activated, and the timer measurement is started.

Subsequently, the telephone 2-1 (hereinafter referred to as telephone A) dials in (S502), the IVR response (S503), and then the message A is input (S504). The requirements are, for example, as follows.
example:
Dial 1: Message A → "Please call back" ・ ・ ・ Low urgency Dial 2: Message B → "I sent an email, please reply" ・ ・ ・ Low urgency Dial 3: Message C → "I may want to contact you immediately" ... High urgency

Then, when the private branch exchange 1 receives an incoming dial-in, if the transfer destination mobile terminal 4 is set to be unanswerable, the private branch exchange 1 pushes a notification according to the urgency of the message entered by the caller. I do.

In this example, since the message A has a low degree of urgency, the message is not immediately notified and the message is not transferred. Then, the call is disconnected (S505).

Next, from the telephone 2-2 (hereinafter referred to as telephone B), the dial-in transmission (S506) and the IVR response (S507) are similarly performed, and then the message B is input (S508).

Since the urgency of the message B is also low, the message is not notified immediately and the transfer is not performed. Then, the call is disconnected (S505).

The private branch exchange 1 push-notifies the incoming calls A and B that have been received up to that point at regular intervals (S510 in FIG. 5).
The timer unit 17 is used to manage a certain period of time. When the timer expires for a certain period of time, restart it.

Next, in FIG. 6, the operation of the exchange 1 when the priority of the requirements is high will be described.
A dial-in call is made from the telephone A (S602), an IVR response (S603) is made from the private branch exchange 1, and then the message C is input (S604).

Since the message C has a high degree of urgency, the message is immediately pushed and notified (S605), and the transfer is transmitted (S606).

Next, in FIG. 7, the operation between the private branch exchange 1 and the mobile terminal 4 when the power of the mobile phone terminal 4 is turned off will be described.

When a push notification is sent from the private branch exchange 1 to the mobile terminal 4, if the message cannot be sent to the mobile terminal 4 due to the power of the mobile terminal 4 being turned off or the like, the push notification is resent (). S701 to S704).
The resending of the push notification is repeated after a certain period of time until the mobile terminal receives the message and the private branch exchange 1 can receive the completion of the push notification reception (S705).

According to each of the above-described embodiments, the caller who operates the telephone 2 sends a message to the callee who owns the mobile terminal 4 in advance regardless of whether or not the callee who owns the mobile terminal 4 responds. I can tell.
As a result, when the owner of the mobile terminal 4 cannot answer the incoming call, or when the caller's message is difficult to answer immediately, the mobile terminal 4 does not know the message. The owner (callee) can make a call back to confirm the contents of the message without preparing the answer, but by knowing the message in advance, he / she can make a call back after preparing the answer.

1 Private branch exchange 11 Call control unit 12 IVR function unit 13 Transaction history storage unit 14 Push notification control unit 15 Transfer destination number storage unit 16 Message storage unit 17 Timer unit 18 Message generation unit 19 Message buffer unit 20 Internet Communication unit 2 Telephone 3 External telephone network 4 Mobile terminal 5 Internet

Claims (5)

In a private branch exchange that has a function to transfer an incoming call received from the caller's telephone to the caller's mobile terminal .
The private branch exchange has a call control unit, an IVR function unit, a message generation unit, and a push notification control unit.
When receiving an incoming call from the telephone by dial-in
The IVR function unit responds to the telephone by the IVR function unit, prompts the caller of the telephone to input a message by voice guidance, and then prompts the caller of the telephone to input a message.
When receiving a caller's message from the telephone
The message message selected by the IVR function unit is converted into a data format that can be push-notified by the message message generation unit.
The push notification control unit push-notifies a message in a data format capable of push notification to a mobile terminal corresponding to the dial-in.
When a transfer is transmitted from the private branch exchange to the mobile terminal and a response to the transfer transmission is received from the mobile terminal.
A private branch exchange characterized in that the call control unit transfers a call to the mobile terminal corresponding to the dial-in. In the private branch exchange according to claim 1.
The input of the above-mentioned message is
A private branch exchange characterized in that a message pattern to be notified in advance is prepared, executed by a PB signal or voice input by a dial operation of a caller, and the voice input is converted into character data. In the private branch exchange according to claim 1.
The mobile terminal includes a first mobile terminal and a second mobile terminal.
The private branch exchange further has a timer unit.
When there is no response from the first mobile terminal to the transfer transmission from the private branch exchange to the first mobile terminal.
The timer unit measures the time when there is no response, and after the measured time elapses, the push notification and transfer transmission are sent to the second mobile terminal different from the first mobile terminal. A private branch exchange characterized by doing. In the private branch exchange according to claim 3.
The private branch exchange further has a message message storage unit and a message urgency determination unit for storing data for which the urgency is determined in advance for each message input by the caller.
When the non-response setting is received from the mobile terminal, the timer unit is started and the timer unit is started.
When the caller's message is received from the telephone, the message urgency determination unit determines the urgency of the message from the telephone by referring to the data in the message storage unit. death,
If the urgency is low,
The call is disconnected without performing the push notification and the transfer transmission .
When the timer of the timer unit expires, the message message is notified to the mobile terminal.
If the urgency is high, push notification of the matter immediately and
When the mobile terminal of the push notification destination is turned off and the message cannot be sent.
The push notification is resent, and the push notification is repeatedly resent until the mobile terminal can receive the message.
A private branch exchange that features this. In a private branch exchange that has a function to transfer an incoming call received from the caller's telephone to the caller's mobile terminal .
The private branch exchange has a call control unit, an IVR function unit, a message generation unit, and a push notification control unit.
When receiving an incoming call from the telephone by dial-in
A transfer is transmitted from the private branch exchange to the mobile terminal, an IVR response is made by the IVR function unit, and the caller of the telephone is urged to input a message by voice guidance.
When receiving a caller's message from the telephone
The message message selected by the IVR function unit is converted into a data format that can be push-notified by the message message generation unit.
The push notification control unit push-notifies a message in a data format capable of push notification to a mobile terminal corresponding to the dial-in.
When receiving a response to the transfer transmission from the mobile terminal,
Discard the input of the message from the telephone and the push notification from the private branch exchange,
A private branch exchange characterized in that the call control unit transfers a call to a mobile terminal corresponding to the dial-in.

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