JP7375333B2 - Network-attached storage devices and information management systems - Google Patents

Description

The present invention relates to a network-connected storage device and an information management system that manage information associated with telephone numbers.

CTI (Computer Telephony Integration) systems, which integrate telephones and computers to provide efficient customer service, have already been introduced in call centers and the like. For example, Patent Document 1 describes a CTI system that displays customer information for that phone number as a pop-up on the computer screen of a receptionist (operator) when a call arrives, and allows the receptionist (operator) to answer the phone while checking the reception history. is listed.

Japanese Patent Application Publication No. 2001-298544

However, with conventional CTI systems, operators can simply check the history of responses to customer inquiries, but each time a customer makes an inquiry, they are required to check electronic files of drawings and instruction manuals that correspond to the content of the inquiry. Electronic files were being searched from within the storage device. This procedure made the customer wait, which was not a desirable response.

The present invention has been made in view of the above situation, and provides a network-connected storage device and information management device that can easily present to an operator, etc., information indicating an electronic file corresponding to a customer who has made a telephone call. The purpose is to provide a system.

In order to achieve the above object, a network-connected storage device, which is one aspect of the present invention, is connected to a main device connected to a telephone line network, and connected to a plurality of first terminal devices via a network. a storage device that stores file information indicating an electronic file; an incoming call information processing unit that obtains first incoming information indicating an incoming call from the main device; and sender information included in the first incoming call information. a file information collection unit that collects a plurality of the file information corresponding to the plurality of electronic files related to the file information group as a file information group; and a terminal output unit that outputs the file information group to at least one of the first terminal devices. , is provided.

In order to achieve the above object, an information management system according to another aspect of the present invention includes a main device connected to a telephone line network, a network-connected storage device connected to the main device, and a network-connected storage device connected to the main device. An information management system comprising a plurality of first terminal devices connected to the device via a network, wherein the network-connected storage device acquires first incoming call information indicating an incoming call from the main device; an incoming call information processing unit that outputs caller information included in incoming call information to at least one of the first terminal devices; a request information acquisition unit that acquires from a terminal device; a file information collection unit that collects a plurality of file information, each representing a plurality of electronic files related to the sender information included in the first incoming call information, as a file information group; a terminal output unit that outputs a group of file information to at least one of the first terminal devices, and when the first terminal device acquires the source information, the first terminal device outputs the source information and the source information. The display processing unit includes a display processing unit that pops up request operation information requesting output of the file information group related to information, and a request information output unit that outputs the request information by an operation based on the request operation information.

According to the network-connected storage device and information management system according to the present invention, it is possible to appropriately provide a group of file information related to sender information.

1 is a diagram showing the configuration of an information management system including a network-connected storage device according to an embodiment. It is a block diagram showing the functional composition of the first terminal device concerning an embodiment. FIG. 3 is a diagram illustrating a screen displaying sender information, etc., displayed on the display unit according to the embodiment. 1 is a block diagram showing a functional configuration of a network-connected storage device according to an embodiment. FIG. It is a timing chart showing the flow of processing of the information management system according to the embodiment. FIG. 3 is a diagram showing a screen of a file information group displayed on the display unit according to the embodiment.

Embodiments of a network-connected storage device and an information management system according to the present invention will be described below with reference to the drawings. Note that the embodiments described below are all inclusive or specific examples. The numerical values, shapes, materials, components, arrangement positions and connection forms of the components, steps, order of steps, etc. shown in the following embodiments are merely examples, and do not limit the present invention. Further, among the constituent elements in the following embodiments, constituent elements that are not described in the independent claims indicating the most significant concept will be described as arbitrary constituent elements.

Further, the drawings are schematic diagrams with appropriate emphasis, omission, and ratio adjustment in order to illustrate the present invention, and may differ from the actual shapes, positional relationships, and ratios.

First, an overview of the configuration of an information management system including a network-connected storage device according to an embodiment will be explained using FIG.

As shown in the figure, the information management system 200 includes a network-connected storage device 100, a main device 210, a first terminal device 221, a telephone 230, and a HUB 250, which are capable of managing and displaying the information of the receiving party. We are prepared. In the case of this embodiment, the information management system 200 includes a second terminal device 222.

The main device 210 is a private branch exchange (PBX) that relays outside calls to and from outside telephones via the telephone line network 300, or relays internal calls between telephones 230 and 230. be. Main device 210 stores in its storage means a telephone directory record that includes a telephone number and identification information linked to the telephone number. In the case of this embodiment, the main device 210 stores a telephone directory record that includes a unique identification number as identification information, and the name, furigana, and telephone number of the other party. Main device 210 also stores a plurality of telephone directory records. In other words, the main device 210 stores a telephone directory table composed of a plurality of telephone directory records.

When at least one of an incoming call and a response to the incoming call occurs via the telephone line network 300, the main device 210 outputs first incoming call information indicating the incoming call to the network connection storage device 100. The first incoming call information includes caller information that can identify the caller corresponding to the incoming call. The sender information may be the phone number of the sender, identification information for identifying the sender, or both. The first call information may include the name of the other party, furigana, etc. The first incoming call information may be only the sender information.

FIG. 2 is a block diagram showing the functional configuration of the first terminal device. The first terminal device 221 is a so-called computer that can implement various functions using software, and includes a display processing section 224, a request information output section 223, and a display section 225. The first terminal device 221 is connected to the network-connected storage device 100 via a HUB 250 and a LAN (Local Area Network) 310, and realizes a display processing section 224 and a request information output section 223 by executing management software. . Note that the management software may be acquired from the network-connected storage device 100. Further, the first terminal device 221 can be specifically exemplified by a PDA (Personal Digital Assistant) which is a portable personal information terminal, a stationary desktop computer, a notebook computer, and the like. Further, the LAN 310 includes not only a wired LAN but also a wireless LAN. Further, the first terminal device 221 may be directly connected to the main device 210 via a LAN (Local Area Network) 310 without going through the network-connected storage device 100.

When the display processing unit 224 acquires the sender information from the network-connected storage device 100, the display processing unit 224 outputs the sender information 231 and a group of file information (described later) related to the sender information 231, as shown in FIG. The requested operation information 232 is displayed as a pop-up on the display unit 225. In the case of the present embodiment, the requested operation information 232 is a portion that is displayed on the display unit 225 and functions as a push button of the graphical user interface. Furthermore, the display processing unit 224 obtains the official name 233 linked to the sender information 231 from the network-connected storage device 100 and displays it in a pop-up together with the sender information 231 and the requested operation information 232. While the management software is being executed on the first terminal device 221 and even while other work is in progress on the first terminal device 221, the display processing unit 224 displays each piece of information as a pop-up when acquiring sender information. The size of the pop-up window displayed by the display processing unit 224 is not particularly limited, but for example, the size of the pop-up window displayed by the display processing unit 224 is suppressed to one-fourth or less of the entire display screen, and the pop-up window is executed on the first terminal device 221. The impact on work can be suppressed.

The request information output unit 223 outputs the request information to the network-connected storage device 100 by an operation based on the request operation information 232, in the case of this embodiment, a so-called click operation of graphically pressing the request operation information 232 in a pop-up screen. .

The second terminal device 222 is a so-called smartphone that functions as a telephone connected to the telephone network 300 without going through the main device 210 and can communicate with the network-connected storage device 100 via a wireless LAN. The second terminal device 222 outputs second incoming call information to the network-connected storage device 100 via the wireless LAN when an incoming call is received via the telephone line network 300 or an operation related to the incoming call is performed. The second incoming call information includes caller information that can identify the caller corresponding to the incoming call. The sender information may be the phone number of the sender, identification information for identifying the sender, or both. The second incoming call information may include the name of the other party, furigana, etc. The second incoming call information may be only the sender information.

Note that the second terminal device 222 may execute the same management software as the first terminal device 221 and realize the display processing section 224 and the request information output section 223.

Although the telephones 230 are not particularly limited, in the case of the present embodiment, the telephones 230 are so-called business phones, each of which is associated with an extension number, and when an external call is received, one of the telephones 230 to be able to respond. The type of telephone 230 is not particularly limited, but may be an analog telephone 230 connected to star wiring, a digital telephone connected to LAN 310, a so-called IP (Internet Protocol) telephone, or the like.

FIG. 4 is a block diagram showing the functional configuration of the network-connected storage device. As shown in the figure, the network-connected storage device 100 is connected to a main device 210 connected to a telephone line network 300, and connected to a plurality of first terminal devices 221 via a network such as a LAN 310. Attached Storage) includes a server device 110 and a storage unit 120. In the case of this embodiment, the network-connected storage device 100 is connectable to one or more second terminal devices 222 via a network such as a wireless LAN 310.

The storage means 120 is a device that stores digital data using magnetism, light, magneto-optical, semiconductor, etc., and can be exemplified by a hard disk drive or an SSD (Solid State Disk). The storage unit 120 inputs and outputs data to and from the server device 110.

Storage means 120 stores file information 121 indicating electronic file 122 . The type of electronic file 122 is not particularly limited, and examples include image files, text files, and data files corresponding to predetermined software. The file information 121 is information for the first terminal device 221 to acquire the contents of the corresponding electronic file 122, and may be the electronic file 122 itself. Further, the file information 121 may include a thumbnail indicating the contents of the electronic file 122.

In the case of this embodiment, the storage means 120 stores shortcut information indicating the location of the electronic file 122 as the file information 121. Furthermore, the storage unit 120 stores a plurality of pieces of file information 121 collected by a file information collection unit, which will be described later, as a file information group 123. The storage means 120 also stores an electronic file 122.

The storage means 120 stores management software 125 to be executed by the first terminal device 221. The management software 125 is a display that, when source information is acquired from the network-connected storage device 100, pops up request operation information for requesting the output of the source information and the file information group 123 related to the source information. This is software that allows the first terminal device 221 to realize a processing unit and a request information output unit that outputs request information through operations based on request operation information. Note that the management software 125 may include multiple pieces of software compatible with multiple operating systems and multiple versions, such as software that is executed by the second terminal device 222.

The storage means also stores network configuration information including connection information indicating the connection relationship between the main device 210 and the telephone 230 and position information indicating the locations of the main device 210 and the telephone 230 as an electronic file 122. The network configuration information is any information such as text-based information or graphical information. Furthermore, the network configuration information may include information on the first terminal device 221 that is individually associated with each telephone 230. According to this, the operator can arbitrarily check the network configuration corresponding to the customer who has called the customer.

The server device 110 is connected to the main device 210 and can exchange information through communication, and is also connected to a plurality of first terminal devices 221 via the LAN 310 and can exchange information with the first terminal devices 221. It is a so-called computer that can do The server device 110 includes an incoming call information processing section 111, a file information collection section 113, and a terminal output section 114 as functional sections realized by executing software. In the case of this embodiment, the server device 110 further includes a request information acquisition section 115.

The incoming call information processing unit 111 obtains first incoming call information indicating an incoming call from the main device 210 . In the case of this embodiment, the incoming call information processing unit 111 acquires the second incoming call information from the second terminal device 222 connected to the telephone line network 300 without going through the main device 210 . In the case of the present embodiment, the incoming call information processing unit 111 transmits the first incoming call information or the second incoming call information to at least one of the first terminal device 221 and the second terminal device 222 connected to the network connection storage device 100. Output the source information included in the information. The timing at which the incoming call information processing unit 111 outputs the caller information is not particularly limited, but in the case of this embodiment, the incoming call is immediately output when the first incoming call information or the second incoming call information is acquired from the main device 210. The information processing unit 111 outputs sender information. The destination to which the incoming call information processing unit 111 outputs the sender information is not particularly limited. For example, the incoming call information processing unit 111 may broadcast to the first terminal device 221 and the second terminal device 222 connected to the network-connected storage device 100. Furthermore, the incoming call information processing unit 111 may limit the destinations based on the acquired caller information and output the caller information. For example, the storage unit 120 stores a table in which caller information is linked to at least one of a specific first terminal device 221 and a specific second terminal device 222, and the incoming information processing unit 111 stores information based on the table. It does not matter if the sender determines the destination to which the sender information is output.

The file information collecting unit 113 collects a plurality of file information 121 corresponding to a plurality of electronic files 122 related to the sender information included in the first incoming call information or the second incoming call information from the storage unit 120 as a file information group 123. do. Although the method by which the file information collection unit 113 constructs the file information group 123 is not particularly limited, the following method can be exemplified, for example. A search condition is created that can extract electronic files 122 related to sender information. The electronic file 122 in the storage means 120 is extracted using the created search condition. Shortcut information and the like corresponding to the extracted electronic file 122 are created as file information 121, and the file information is linked with source information. Through the above steps, the file information group 123 linked to the sender information is constructed.

Note that the file information collection unit 113 may manually construct the file information group 123 by operating the first terminal device 221, the second terminal device 222, etc. Further, the file information collection unit 113 may manually add or delete file information 121 from the file information group 123 automatically created based on search conditions.

Further, the file information collection unit 113 collects information indicating that the electronic file 122 has been updated, information indicating the updated date and time, information indicating that the electronic file 122 has been downloaded, information indicating the download date and time, etc. The file information 121 may be updated based on this information.

The terminal output unit 114 outputs the file information group 123 to at least one of the first terminal device 221 and the second terminal device 222. The timing at which the terminal output unit 114 outputs the file information 121 is not particularly limited. In the case of the present embodiment, when the request information acquisition unit 115 acquires request information requesting the output of the file information group 123 from the first terminal device 221 or the second terminal device 222 from which the source information has been acquired, The terminal output unit 114 outputs the file information group 123. Further, the destination to which the terminal output unit 114 outputs the file information group 123 is not particularly limited. In the case of this embodiment, the terminal output unit 114 outputs the file information group 123 to the first terminal device 221 or the second terminal device 222 that outputs the request information.

Note that the terminal output unit 114 may output the file information group 123 at the timing when the incoming call information processing unit 111 acquires the first incoming call information or the second incoming call information and outputs the sender information. Further, the destination to which the terminal output unit 114 outputs the file information group 123 may be associated with the destination to which the incoming call information processing unit 111 outputs the sender information. Further, when the request information acquisition unit 115 acquires request information from the first terminal device 221 or the second terminal device 222 at an arbitrary timing, the terminal output unit 114 responds to the request information from the first terminal device that outputs the request information. The file information group 123 may be output to the device 221 or the second terminal device 222.

Next, the flow of processing of the information management system 200 will be explained. FIG. 5 is a timing chart showing the flow of processing of the information management system. When the incoming call information processing unit 111 of the network connection storage device 100 acquires the first incoming call information from the main device 210 or the second incoming call information from the second terminal device 222, The sender information is output to at least one of the devices. The display processing units 224 of the first terminal device 221 that has acquired the sender information and the second terminal device 222 that has acquired the sender information display the sender information 231 and the requested operation information 232 shown in FIG. 3 as a pop-up.

Next, when the operator confirms the pop-up display, for example, when responding to an incoming call, the operator operates the first terminal device 221 or the second terminal device 222 either before or after responding, and transfers the requested information to the network-connected storage device. Output to 100.

The network-connected storage device 100 that has acquired the request information outputs the file information group 123 to the first terminal device 221 or the second terminal device 222 that has output the request information. Note that the file information group 123 may be created in advance and output. Further, the file information collection unit 113 may create a new file information group 123 when acquiring request information, or may update the file information group 123.

The first terminal device 221 or the second terminal device 222 that has acquired the file information group displays the file information group on the display unit 225. The method of displaying the file information group is not particularly limited, but for example, as shown in FIG. 6, the display processing unit 224 may display the file information 121 including thumbnails in a list. Further, the size of the window in which the file information group 123 is displayed may be larger than the pop-up display notifying the incoming call using the sender information shown in FIG. The window in which the file information group 123 is displayed may be displayed overlapping the pop-up display or instead of the pop-up display.

After confirming the file information group 123, the operator requests the network-connected storage device 100 for the electronic file 122 by graphically instructing any one of the file information 121, and the network-connected storage device 100 responds to the request. An electronic file 122 is output.

According to the information management system 200, immediately after receiving a call via the telephone line network 300, the operator can check the file information 121 indicating a plurality of electronic files 122 related to the call originator in a list, and select the necessary electronic files. 122 can be selected and opened immediately. Therefore, it becomes possible to quickly and appropriately collect information and respond to inquiries from customers.

Note that the present invention is not limited to the above embodiments. For example, the embodiments of the present invention may be realized by arbitrarily combining the components described in this specification or by excluding some of the components. The present invention also includes modifications obtained by making various modifications to the above-described embodiments that a person skilled in the art can conceive without departing from the gist of the present invention, that is, the meaning of the words written in the claims. It will be done.

For example, in the above embodiment, the network-connected storage device 100 outputs the sender information immediately after receiving a call, waits for request information from the first terminal device 221 or the second terminal device 222, and then outputs the file information group 123. However, the file information group 123 may be output together with the sender information immediately after receiving the call.

INDUSTRIAL APPLICATION This invention can be utilized for the system provided with a private branch exchange, NAS, a telephone, and an information terminal.

100 Network-connected storage device 110 Server device 111 Incoming information processing section 113 File information collection section 114 Terminal output section 115 Request information acquisition section 120 Storage means 121 File information 122 Electronic file 123 File information group 125 Management software 200 Information management system 210 Main Device 221 First terminal device 222 Second terminal device 223 Request information output section 224 Display processing section 225 Display section 230 Telephone 231 Caller information 232 Request operation information 233 Official name 300 Telephone line network

Claims (6)

A network connection memory that is connected to a main device connected to a telephone line network and connected via the network to a plurality of first terminal devices and a second terminal device that is connected to the telephone line network without going through the main device. A device,
a storage means for storing file information indicating an electronic file;
an incoming call information processing unit that acquires first incoming information indicating an incoming call from the main device;
a file information collection unit that collects a plurality of the file information corresponding to the plurality of electronic files related to the sender information included in the first incoming call information as a file information group;
a terminal output unit that outputs the file information group to at least one of the first terminal devices ,
The incoming call information processing unit includes:
acquiring second incoming call information from the second terminal device via the network;
The file information collection unit includes:
Collecting a plurality of file information, each indicating a plurality of electronic files related to the sender information included in the second incoming call information, as a file information group;
The terminal output section is
Outputting the file information group to at least one of the first terminal device and the second terminal device via a network.
Network attached storage. The incoming call information processing unit includes:
outputting the source information to at least one of the first terminal devices;
further comprising a request information acquisition unit that acquires request information requesting output of the file information group from the first terminal device that acquired the source information,
The terminal output section is
The network-connected storage device according to claim 1, wherein the file information group is output to the first terminal device that outputs the request information. The file information collection unit includes:
Collect file information including thumbnails indicating the contents of electronic files;
The terminal output section is
The network-connected storage device according to claim 1 or 2, wherein the network-connected storage device outputs the file information group including the collected thumbnails. The storage means is
Any one of claims 1 to 3 , wherein network configuration information is stored, including connection information indicating a connection relationship between the main device and a telephone connected to the main device, and position information indicating the location of the main device and the telephone. The network-connected storage device according to item 1. The storage means is
a display processing unit that displays, in a pop-up, request operation information for requesting output of the sender information and the file information group related to the sender information when the sender information is acquired; storing management software including a request information output unit that outputs request information by operation;
The terminal output section is
The network-connected storage device according to any one of claims 1 to 4 , wherein the management software is output to the first terminal device. a main device connected to a telephone line network; a network-connected storage device connected to the main device; a plurality of first terminal devices connected to the network-connected storage device via a network; a second terminal device that is connected to the telephone line network and connected to the network-connected storage device via a network, the information management system comprising:
The network connected storage device includes:
an incoming call information processing unit that acquires first incoming call information indicating an incoming call from the main device and outputs caller information included in the first incoming call information to at least one of the first terminal devices;
a file information collection unit that collects a plurality of file information, each representing a plurality of electronic files related to the sender information included in the first incoming call information, as a file information group;
a request information acquisition unit that acquires request information requesting output of the file information group from the first terminal device that acquired the source information;
a terminal output unit that outputs the file information group to at least one of the first terminal devices,
The first terminal device is
a display processing unit that pops up request operation information requesting output of the source information and the file information group related to the source information when the source information is acquired;
a request information output unit that outputs request information by an operation based on the request operation information ,
The incoming call information processing unit includes:
acquiring second incoming call information from the second terminal device via the network;
The file information collection unit includes:
Collecting a plurality of file information, each indicating a plurality of electronic files related to the sender information included in the second incoming call information, as a file information group;
The terminal output section is
Outputting the file information group to at least one of the first terminal device and the second terminal device via a network.
Information management system.

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