JPH06274455A - Center/end type information processor - Google Patents

Abstract

PURPOSE:To provide a center/end type information processor in which the efficiency of an information processing by the user of a terminal equipment can be attained by supporting the information processing at a center device by the user of the terminal equipment by the supporter of the center device as necessary, the instantaneity of a supporting system can be improved, and convenience can be attained. CONSTITUTION:The user performs an access from a terminal equipment 10 through an ISDN network 40 to a center device 20, and operates the information processing. When an anibiquous point is generated, and the support of the supporter of the center device 20 is necessary, the terminal equipment 10 calls the supporter of the center device 20, and obtains the support of the supporter with a voice. At that time, the supporter can easily grasp the situation by referring to the history of the information processing operated by the user. Also, the result of the information processing operated by the supporter is transmitted to the terminal equipment 10 of the user, and the user of the terminal can directly obtain the desired result of the information processing.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a center-end type information processing device in which a user accesses a center device from a terminal device via a communication network to perform information processing, and more specifically, a user of the terminal device. The present invention relates to a center-end type information processing device capable of supporting information processing in the center device by an assistant of the center device as necessary.

[0002]

2. Description of the Related Art Conventionally, in a center-end type information processing terminal device and a center device for accessing information from a terminal device through a communication network to perform information processing such as information retrieval and information processing, If you are uncertain about the information processing method or processing results while accessing the center and need assistance, use the user's manual provided on the terminal side, or access online from the terminal device. It was common to use manuals such as manuals. Further, when the manuals do not solve the problem, the process is temporarily interrupted, and the center is separately contacted by telephone or the like to obtain advice from a person in charge.

[0003]

As described above, in the prior art, in the center-end type information processing, when assistance is required during the processing, manuals or a person in charge of the center to be separately provided can be used. The inquiry was mainly. However, the manuals were troublesome because the user had to have a proper knowledge and needed to read them over time, and the responsiveness was low. Regarding the advice of the person in charge of the center, it often takes time to contact them, and it is necessary to tell the person in charge with a certain degree of accuracy. It was difficult, and it was time-consuming to separately explain it with a facsimile. As described above, the conventional technique has a problem in the responsiveness and convenience of the support method during the information processing.

The present invention has been made in view of the above,
The purpose is to support the information processing in the center device by the user of the terminal device as needed by the assistant of the center device to improve the efficiency of the information processing by the user of the terminal device, and the responsiveness of the support system. It is to provide a center-end type information processing device which improves the serviceability and improves the convenience.

[0005]

In order to achieve the above object, a center end type information processing apparatus of the present invention is a center end type information processing apparatus for accessing information from a terminal device to a center device via a communication network. An information processing apparatus, wherein the terminal device is configured to perform data communication and a second communication via a first communication path.
The communication center means for enabling a voice call through the communication path, the identification information transmitting means for transmitting the caller identification information on the terminal side, the information input / output means, and the voice input / output means. The device is connected to a line having a first line number, receives a data communication via the line, and a first communication interface means, connects a second line number, and receives voice communication via the line. No. 2 communication interface, identification information detecting means for detecting sender identification information on the terminal side transmitted from the identification information transmitting means of the terminal device, and first information connected to the first communication interface means. Processing means, history information storage means for storing processing history information of information processing executed by the first information processing means in association with the sender identification information, and sender identification information as a key History information search / reference means for searching and referring to history information from the history information storage means, second information processing means operable by the assistant of the center device, and voice connected to the second communication interface means. It has a communication means and a transmission means for transmitting the result of the information processing by the second information processing means from the first communication interface means to the terminal device, and when the terminal device accesses the center device, After making a call to the first line number of the center apparatus via the first communication path, transmitting the caller identification information of the terminal apparatus, and connecting to the center apparatus via the first communication path, Center-end type information processing is enabled for the user, and when there is an instruction from the user in this state, the call is sent to the second line number of the center device via the second communication path, and the terminal Of equipment After sending the follower identification information and connecting to the center device via the second communication path, the user is allowed to make a voice call with the assistant of the center device, and the center device makes the first communication interface means. The caller identification information sent from the terminal device when being accessed is detected, the information processing by the first information processing means is enabled from the terminal device, and the processing history information of the information processing is used as the caller identification information. The center device detects the caller identification information sent from the terminal device when the second communication interface means is accessed and uses it. Enables the person to make a voice call with an assistant and retrieves processing history information of information processing by the first information processing means from the history information storage means using the sender identification information as a key. It is possible to refer to the assistant and to send the information processing result of the assistant performed by the second information processing means to the terminal device of the user through the first communication interface means. .

[0006]

In the center end type information processing apparatus of the present invention,
When a user accesses the center device from the terminal device to perform information processing and needs assistance from the assistant device of the center device due to unclear points, the assistant device of the center device is called from the terminal device. It is possible to obtain the assistance of the assistant by voice. In this case, the assistant can easily understand the situation by referring to the history of information processing performed by the user, and The information processing result is transmitted to the terminal device of the user, and the user of the terminal can directly obtain the desired information processing result.

[0007]

Embodiments of the present invention will be described below with reference to the drawings.

1 and 2 are block diagrams showing the configurations of a search terminal device and a center device used in a center-end type information processing apparatus according to an embodiment of the present invention, respectively.

As shown in FIG. 4, the search terminal device 10 and the center device 20 shown in FIGS.
It is connected to the DN network 40, which constitutes a center-end type information processing apparatus capable of performing information retrieval processing.

First, the configuration of the search terminal device 10 shown in FIG. 1 will be described. In FIG. 1, 10 is a search terminal device, 11 is a basic interface (2B +) of the ISDN network.
D), a terminal communication interface unit for controlling data communication using one B channel and communication processing for voice communication using the other B channel, and for instructing sending of a caller ID, 12 is a data communication unit. And an input / output control unit for controlling the input / output of voice, 13 and 14 are monitors and keyboards by which the user performs a search operation, 15 is a call button of an assistant, and 16 and 17 are for making a call with the assistant. Microphone and speaker.

Next, the configuration of the center device 20 shown in FIG. 2 will be described. In FIG. 2, 20 is a center device, 2
Reference numeral 1 denotes a data communication interface unit that accommodates a plurality of lines connected by a line number A in an ISDN network, receives data communication from a plurality of terminal devices, and detects a caller number sent, and 22 denotes a plurality of terminals. First search process control for controlling search key input and search result output, and outputting input / output information of each search process as search history information in association with each sender number to a history information storage unit 24 described later. Department,
Reference numeral 23 is an information database for searching, 24 is a history information storage unit that stores a caller number and search history information in association with each other,
A voice call interface unit 25 accommodates a plurality of lines connected by a line number B in the ISDN network, receives voice calls from a plurality of terminal devices, and detects a caller number to be sent, and 26 can handle the received voice calls. Connected to the support base 27, retrieves the search history information from the history information storage unit 24 using the sender number, sends the search history information to the support base 27, and further receives the search results received from the support base 27.
A support base control unit for sending to the terminal device via the search processing control unit 22, 27 is a support base operated by an assistant, 28 is a second search processing control unit for controlling search processing from the support base by the assistant And has a higher search function than the first search processing control unit 22.

As shown in FIG. 3, the support stand 27 has a support terminal control section 27 for controlling a search process for support by an assistant of the center device and a call with a user of the terminal device.
1, a monitor 272 for displaying history information of information processing performed by the user, a keyboard 273 for inputting various information, and a handset 274 for an assistant of the center device to make a voice call with the user of the terminal device.

Next, the operation of the center-end type information processing apparatus configured as described above will be described.

When the user activates the search terminal device 10 connected to the line of number C in order to search information, the terminal communication interface unit 11 first changes from one B channel of the basic interface to the line number A. And the caller number C is transmitted.

In the center device 20 via the ISDN network, the data communication interface unit 21 accepts this, detects the caller number C, and connects to the first search processing control unit 22. As a result, the user can perform the search process from the terminal device 10, and can perform the search process while inputting a search key or the like from the keyboard 14 of the terminal device and checking the result on the monitor 13.

The first search processing control unit 22 controls the search processing from these terminal devices 10 and, at the same time, until the search processing is completed, the input search key and the result thereof are used as processing history information to indicate the sender number C. And is output to the history information storage unit 24 in association with.

Next, it is assumed that the user needs the assistance of the assistant in the middle of the search process. The user is the terminal device 10.
When the call button 15 of is input, the input / output control unit 12
Gives an instruction to the terminal communication interface 11, the terminal communication interface unit 11 performs a calling process from the other B channel of the basic interface to the line number B, and the caller number C is sent.

In the center device 20 via the ISDN network, the voice call interface unit 25 accepts this, detects the caller number C, and connects to the support base control unit 26.

The support base control unit 26 searches for a free support base from a plurality of support bases 27 and connects a voice call. This allows the user and the assistant to make a voice call between the microphone 16 and the speaker 17 of the terminal device 10 and the handset 274 of the support base 27.

Further, the support base control unit 26 retrieves the search processing history information that the user has performed so far from the history information storage unit 24 using the sender number C as a key, and the support base 2 concerned.
Send to 7. On the support base 27, the support terminal control unit 271 displays the processing history information sent to it on the monitor 272 by, for example, generating a window for display by the assistant.

The assistant performs a search process via the second search process control unit 28 while referring to the request from the user and the process history information. As a result, when the assistant obtains the search result desired by the user, the support terminal control unit 2 is instructed by the assistant.
The search result is sent from 71 to the support base control unit 26, and the support base control unit 26 sends the search result from the first search processing control unit 22 to the data communication path of the user.

As a result, the user can obtain desired search information at the terminal device 10.

In the present embodiment, the case of connecting to the ISDN network is shown. However, in the case of realizing by connecting to the telephone network, two lines are connected to the terminal device to perform data communication and call processing, and ISDN. Instead of the caller number in the network, identification information such as a telephone number may be transmitted from the terminal device to the center device after connection.

[0024]

As described above, according to the present invention,
When a user accesses the center device from the terminal device to perform information processing and needs assistance from the assistant device of the center device due to unclear points, the assistant device of the center device is called from the terminal device. Can obtain the assistance of the assistant by voice, and in this case, the assistant can easily grasp the situation by referring to the history of the information processing performed by the user,
In addition to providing accurate support, the assistant can also try information processing on behalf of the user while talking to the user, and send the result of the information processing to the user's terminal device, Since the user can directly obtain the desired information processing result, it is possible to improve the efficiency of information processing by the user of the terminal, improve the responsiveness of the support system, and improve the convenience.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration of a search terminal device used in a center-end type information processing device according to an embodiment of the present invention.

FIG. 2 is a block diagram showing a configuration of a center device used in a center-end type information processing device according to an embodiment of the present invention.

3 is a block diagram showing a configuration of a support base used in the center device shown in FIG.

FIG. 4 is a diagram showing an overall configuration of a center-end type information processing device in which the terminal device and the center device of FIGS. 1 and 2 are connected to an ISDN network.

[Explanation of symbols]

 10 terminal device 11 terminal communication interface 12 input / output control unit 15 call button 16 microphone 17 speaker 20 center device 21 data communication interface 22 first search processing control unit 23 information database 24 history information storage unit 25 voice communication interface unit 26 support platform control Part 27 support base 28 second search processing control part 40 ISDN network

Claims (1)

[Claims] 1. A center-end type information processing apparatus for performing information processing by accessing a center apparatus from a terminal apparatus via a communication network, wherein the terminal apparatus comprises data communication via a first communication path and a second communication path. The communication center means for enabling a voice call through the communication path, the identification information transmitting means for transmitting the sender identification information on the terminal side, the information input / output means, and the voice input / output means. The device is connected to the line with the first line number,
A first communication interface means for receiving data communication via the line, a second communication interface connected to a second line number and receiving voice communication via the line, and identification information transmitting means for the terminal device. Identification information detecting means for detecting caller identification information on the terminal side transmitted from the terminal, first information processing means connected to the first communication interface means, and executed by the first information processing means. History information storage means for storing processing history information of the information processing associated with the sender identification information, and history information search reference for searching and referring to history information from the history information storage means with the sender identification information as a key. Means, second information processing means operable by an assistant of the center device, voice communication means connected to the second communication interface means, and the second information processing means. Transmission means for transmitting the result of the information processing by the first communication interface means to the terminal device, wherein the terminal device accesses the center device via the first communication path when the center device accesses the center device. To the first line number of the terminal device, the caller identification information of the terminal device is sent out, and after connecting to the center device via the first communication path, center-end type information processing is performed for the user of the terminal device. Enable, and if there is a user's instruction in this state, call to the second line number of the center device via the second communication path,
After transmitting the caller identification information of the terminal device and connecting to the center device via the second communication path, the user can make a voice call with an assistant of the center device, and the center device can The caller identification information sent from the terminal device when the communication interface means of is received is detected, the information processing by the first information processing means is enabled from the terminal device, and the processing history information of the information processing is obtained. The center device is controlled so as to be stored in the history information storage means in association with the sender identification information, and the center device stores the sender identification information sent from the terminal device when the second communication interface means is accessed. It detects and enables the user to make a voice call with the assistant, and uses the caller identification information as a key to process the information processing by the first information processing means from the history information storage means. Retrieval of information so that the assistant can refer to the information, and the information processing result of the assistant performed by the second information processing means can be sent to the terminal device of the user through the first communication interface means. Center-end type information processing device characterized by: