JPH0522423A - Communication service guidance system - Google Patents

Abstract

PURPOSE:To facilitate the utilization of service by means of service guidance. CONSTITUTION:A controller 2 controlling a terminal 3 via a network 1 is provided with a terminal state monitoring means 4, a terminal state storage means 5 storing the dynamic state of the terminal for each terminal, a service setting means 6 registering available service for each terminal, a storage means 7 for each terminal type storing a group corresponding to the set service for each terminal, a means 8 storing available service type for each combination between the set service and the corresponding group, a service analyzing means 9 retrieving the corresponding utilized service within the utilization service storage means 8 when the change of the terminal state is detected, and a service notification means 10 notifying the corresponding terminal of the retrieved utilization service.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a communication service guidance system for providing communication service guidance to terminals controlled by a control device via a network.
As services that can be executed using terminals such as telephones and personal computers, there are known many services such as a response delay service, an agentless service, automatic recall, waiting, and interruption.

[0002]

2. Description of the Related Art Conventionally, the provision of the above-mentioned service is described in the following 2
Was done by one method. That is, according to the first method, the service applicable to the maintenance person is registered in the terminal for each terminal, and the system fixedly executes the corresponding service. This service is, for example, a response delay service.
According to the second method, the function of the terminal itself is enhanced,
By increasing the display information, the user can easily recognize the state, and the operation can be simplified by a one-touch button or the like.

[0003]

With the sophistication of exchange systems, the types of services have increased, and there are hundreds of types. Also, the types of services available are different for each individual terminal and each user. Furthermore, the available services change from moment to moment depending on the communication status. According to the first conventional method, even if the maintenance person registers various services in the terminal, general users can only know what kind of service is available by a manual or the like. There is a problem that such services cannot be used up. According to the above-mentioned second method, the function of the terminal is enhanced so that the terminal becomes expensive, and the service content is different depending on each terminal, or the service is changed every moment depending on the communication state. There is a problem that the control for changing the contents becomes complicated.

An object of the present invention is to provide a service analyzing means for analyzing which service is available in a control device for controlling a network and a service notifying means for notifying a service content to a terminal so as to respond to a communication state. It is intended to improve the usability and operability of communication services and to easily use various services by guiding available services on a terminal.

[0005]

FIG. 1 is a block diagram showing the principle of the present invention. In the figure, 1 is a network, 2 is a control device, and 3 is a terminal. The control device 2 includes a terminal status monitoring means 4, a terminal status storage means 5, a service setting means 6, a terminal type storage means 7, a used service storage means 8, a service analysis means 9, and a service notification means 10.

The terminal 3 is controlled by the control device 2 via the network 1. The terminal status monitoring means 4 monitors the status of the terminal. The terminal state storage unit 5 stores the dynamic state of the terminal detected by the terminal state monitoring unit 3 for each terminal. The service setting means 6 registers an available service for each terminal.

The terminal type storage means 7 stores, for each terminal, a group corresponding to the service set by the service setting means 6. The available service storage means 8 stores available service types for each combination of the state of the terminal and the group. When the terminal status monitoring means 4 detects a change in the terminal status, the service analyzing means 9 belongs to the status of the corresponding terminal in the terminal status storing means 5 and the group to which the corresponding terminal in the terminal type storing means 7 belongs. The corresponding usage service in the usage service storage means 8 is searched based on the above.

The service notifying means 10 notifies the corresponding terminal of the utilized service retrieved by the service analyzing means 9. It is preferable that the service notifying means 9 notify the corresponding terminal of only the amount of change between the previously used service and the currently used service.

[0009]

The service setting means 6 presets a service group corresponding to the terminal 3, and stores the service group for each terminal in the terminal type storage means 7. Terminal status monitoring means 4
Monitors the state of the terminal at regular time intervals, and when the state of the terminal 3 changes, stores the changed state in the terminal state storage means 5 for each terminal. The service analysis unit 9 searches the available service storage unit 8 based on the contents of the terminal state storage unit 5 and the terminal type storage unit 7, and extracts available services. The service notifying unit 10 edits the available services extracted by the service analyzing unit 9 into an appropriate form according to the terminal 3 and notifies the corresponding terminal 3 of the edited service.

In response to this notification, the terminal 3 provides a message form, voice guidance, or appropriate service guidance using a display, a lamp, or the like.

[0011]

2 is a block diagram for explaining a communication service guidance system according to an embodiment of the present invention. In the figure, the same parts as those in FIG. 1 are designated by the same reference numerals. In FIG. 2, 1 is a network such as an exchange (NW), 2 is a control device (CE) including a memory and a processor, 3-1 and 3-2 are communication terminals (A, B) such as telephones, and 4 is A terminal control monitoring mechanism (TS) for monitoring the state of the terminal, 5 is a terminal state memory (TSM) for storing the dynamic state of the corresponding terminal, and 8 is a service for storing the available service type of the terminal for each state. An available state memory (SAM), 7 is a terminal service type memory (TTM) for classifying and storing available services for each terminal, and 9 is a terminal state memory 5 (TSM) and a service available state memory 8 (SAM). Based on the content, the service analysis mechanism (S that determines the services available in the corresponding state of the corresponding terminal)
A), 10 is a service notification mechanism (M that notifies the available services of the corresponding terminal based on the analysis result of the service analysis.
A). Further, in the figure, 11 is a maintenance console (MC) for maintenance and operation, and 6
Is a service setting mechanism that sets in the terminal type memory 7 a service group that can be used for each terminal from the terminal or the maintenance console 11.

FIG. 3 is a flow chart illustrating the operation of the apparatus of FIG. Based on the control algorithm shown in FIG. 3, it becomes possible to dynamically notify the terminal of available services according to the type and status of the terminal. That is, in FIG. 2 and FIG. 3, first, the maintenance person operates the maintenance operation console 11 or the terminal user operates the terminal 3
A group of services available to the corresponding terminal is registered by a predetermined offline procedure via -1 or 3-2 (step 31). In this group registration, the terminals accommodated in the network 1 are classified into about 10 types of terminal type groups that are independent of each other based on the usage pattern and control mechanism, and 100 or more types of services are the same number corresponding to the terminal type group. Service groups T1, T2, ...
It is done by classifying into. Then, based on this registration, the service setting mechanism (SS) 6 causes the terminal type memory (TT)
The service group available to each terminal is set in M) 7 (step 32). This setting is performed, for example, by associating the terminal A with the service group T1, the terminal B with the group T2, and so on.

Based on such data setting, the terminal status monitoring mechanism (TS) 4 in the control device 2 monitors the status of the terminal at a certain time interval, and information (event) by an operation from the terminal. Is analyzed (step 33). Then, if there is a change in the terminal state in step 34, the contents of the terminal state memory (TSM) 5 are updated with the changed state (step 35). The service analysis mechanism (SA) 9 determines the service availability state memory (based on the contents of the service group corresponding to the corresponding terminal in the terminal state memory (TSM) 5 and the state of the corresponding terminal in the terminal type memory (TTM) 7 ( By determining the contents of the (SAM) 8, the available services in the corresponding state are determined (step 3).
6). For example, when the content of the terminal status memory (TSM) 5 is calling and the content of the terminal type memory (TTM) 7 is the service group T1, there is an absence service as shown in the figure as an immediate service. There is a response delay service as a service after a second.

As a result of this service analysis, step 37
Then, when the available service has changed from the available service up to now, the difference data between the available service up to this time and the available service this time is sent to the service notification mechanism (MA) 10. Notify (Step 3)
8). The service notification mechanism (MA) 10 edits the service information based on the available service information, and edits it according to the message format according to the terminal type of the notification destination, for example, voice guidance, or display, lamp, etc. And notify you.

FIG. 4 shows an example of displaying the communication status and the available services in the corresponding status on the display of the multi-function telephone applied to the embodiment of the present invention. In the figure, 41
Is a handset, 42 is a character display surface, 43 is a numeric keypad, and 44 is a lamp. Since the general telephone has only a simple user interface for voice, the service ventilation mechanism (MA) 10 provides voice guidance according to the embodiment of the present invention. The function of the user interface has also been improved, and FIG. 4 shows an example in which guidance is provided by a character display function and a lamp of such a multifunction telephone terminal. With such a multifunctional telephone terminal, it is possible to provide service guidance that is even more user-friendly and has no error.

FIG. 5 shows a screen of a workstation applied to the embodiment of the present invention. In the figure, 51 is a handset, 52 is a computer, and 53 is a computer screen. On this screen, the service content and tenkey for dialing are displayed together with the desired image. As shown in FIG. 4, a service available by using the graphical user interface of the workstation by notifying the workstation of the corresponding message or control signal via the same or different communication channel as the communication. Can be displayed.

[0017]

As described above, according to the present invention,
By providing the utilization service storage means, the service analysis means, and the service notification means in the control device, it becomes possible for the user of the communication service to know the available services inexpensively and reasonably according to the state of the terminal. Therefore, the operation of the corresponding service can be easily performed, and therefore,
Various services can be used easily. Further, the operation load on the user of the communication service is reduced. Furthermore, since the control unit is set not for each service but for each group, the complexity of the processing required for control is reduced to about 1/10 as compared with the case where each service is performed.

[Brief description of drawings]

FIG. 1 is a principle block diagram of the present invention.

FIG. 2 is a block diagram showing a communication service guidance method according to an embodiment of the present invention.

FIG. 3 is a flowchart illustrating the operation of the apparatus of FIG.

FIG. 4 is a diagram showing a multifunction telephone applied to an embodiment of the present invention.

FIG. 5 is a diagram showing a screen of a workstation applied to the embodiment of the present invention.

[Explanation of symbols]

1 ... Network 2 ... Control device 3 ... Terminal 4 ... Terminal status monitoring means 5 ... Terminal state storage means 6 ... Service setting means 7 ... Terminal type storage means 8 ... Service storage means 9 ... Service analysis means 10 ... Service notification means

Claims (2)

[Claims] 1. A switching service system for a terminal (3) controlled by a control device (2) via a network (1), wherein the control device (2) monitors the condition of the terminal. Means (4), terminal state storage means (5) for storing the dynamic state of the terminal detected by the terminal state monitoring means (3) for each terminal, service for registering an available service for each terminal Setting means (6), terminal type storage means (7) for storing, for each terminal, a group corresponding to the service set by the service setting means (6), and for each combination of terminal state and group Utilized service storage means (8) for storing available service types, and correspondence in the terminal state storage means (5) when a change in the terminal state is detected by the terminal state monitoring means (4) Status of the terminal to be used and the terminal type Service analysis means (9) for searching the corresponding usage service in the usage service storage means (8) based on the group to which the corresponding terminal in the separate storage means (7) belongs, and the service analysis means (9). A communication service guidance system characterized by comprising service notifying means (10) for notifying the corresponding terminal of the usage service retrieved by the service analyzing means (9) 2. The service notifying means (9) is adapted to notify a corresponding terminal of only a change between the last used service and the currently used service. The communication service guidance method described in 1.