JPH09331389A - Telemarketting system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide the system to immediately provide information desired by the user by discriminating information desired by the user from a conversation with the user and providing the information in interlocking with a video server system, a PBX system, a voice reply system and a database system. SOLUTION: The system is made up of a telephone set 11 connecting to a PBX 1 via a public network 9, a voice reply device 2, a VOD server 3, a database server 4 and a PBX controller 8 connecting to an operator terminal equipment 5. A menu of the voice reply device 2 is selected by using a ten-key and #, * keys in response to a voice guidance in the case of reception and connection by the user. When the user selects a VOD video service, the PBX controller 8 gives an instruction to the VOD server 3 to send a video and an audio signal to the user monitor 14. The VOD server 3 delivers moving image data to a decoder of the user. The PBX controller 8 transfers an extension to an operator telephone set 7 when the user selects conversation with the operator.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a video server system, a PBX system, a voice response system and a database system, and more particularly to a video server system, a database system and a PBX system.
In response to a menu selection by the user from the control device, a database is searched for information desired by the user, and a moving image or a still image is displayed on the user side monitor via the public network (voice, still image, moving image, TEXT, etc.). , A voice, TEXT, etc. can be sent to a telemarketing system.

[0002]

2. Description of the Related Art A conventional system is a voice response corresponding to a message of a predetermined pattern, and when the user does not know what the user wants to know from the predetermined voice response,
I called back to the operator's phone again and made an inquiry.

Further, in the database system and the video server system, they have been used as a single system without cooperating with other systems.

[0004]

In the above conventional system, the information (voice, still image, moving image, TEX) desired by the user is used.
T) cannot be provided immediately.

The object of the present invention is to solve the above-mentioned problems of the conventional system and to provide information (voice, still image, moving image,
(Text, etc.) is automatically transferred, or the operator determines the information (voice, still image, moving picture, text, etc.) that the user wants from the conversation with the video server system, PBX system, voice response system. It is also intended to be provided in cooperation with a database system.

[0006]

In order to achieve the above object, a telemarketing system of the present invention is connected via a public network and a telephone, a voice response device, a VOD server, a database server and a PBX connected to the PBX are connected. It consists of a PBX controller that connects to the operator terminal and controls each of them. The voice response device allows the user to select a menu using the numeric keypad and #, * symbols according to the voice guidance when receiving and connecting. With means, PBX
PBX when the user selects VOD video service
The control device has a function of instructing the video server to send video and audio to the user side monitor, and the VOD server has a function of delivering moving image data to the user's decoder.
The PBX controller has a voice response switching function that transfers this extension to the operator's telephone when the user selects a conversation with the operator. It has an automatic DB-PBX control interlocking function to display on the operator terminal, and when the user wants to see the VOD in the conversation, the operator instructs the operator to display the video from the VOD server on the user side.
It is characterized by having a function of delivering to an OD client.

[0007]

DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings.

FIG. 1 is a diagram for explaining the configuration of the telemarketing system of the present invention.

FIG. 2 is a diagram for explaining the configuration of the PBX system and VOD system combination system.

FIG. 3 is a diagram for explaining the configuration of the voice response device.

FIG. 4 is a diagram for explaining the scheduler file of the voice response device.

FIG. 5 is a diagram for explaining the configuration of the voice response switching system.

FIG. 6 is a diagram for explaining the configuration of the PBX controller.

FIG. 7 is a diagram for explaining the switching information file.

FIG. 8 is a diagram for explaining the configuration of the automatic DB-PBX control interlocking system.

9 and 10 are diagrams for explaining the configuration of the VOD system.

FIG. 1 is a diagram for explaining a telemarketing system according to an embodiment of the present invention, in which a server side site 10 sends a voice guidance to a PBX 1 which is a telephone exchange and a telephone received from a user and a ten key from the user. A voice response device 2 which makes it possible to select a menu by using the # and * symbols and transmits the received information to the PBX control device 8 via the LAN 15, and a moving image and a voice are distributed to a VOD client 13 described later and a VOD server. 3, a database server 4 that stores user information and can be searched by a keyword, an operator 6 that receives an inquiry from the user, and the operator 6 instructs the user to send the information in the inquiry from the user. Operator terminal 5
An operator telephone 7 which the operator 6 receives from the user side telephone 11, the PBX 1, the voice response device 2, the VOD video server 3, the database 4,
It is composed of the operator terminal 5 and a PBX control device 8 for controlling via the LAN 15, and the user side site 16
From the user side telephones 11 and 12 for the user to make an inquiry request to the telemarketing system, and the VOD client 13 that receives the moving image data from the VOD server 3 of the telemarketing system and displays the video on the user side monitor 14. The server side site 10 and the user side site 16 are connected by a public network 9, and the public network 9 can exchange data with each other through a telephone line, an ISDN network, an ATM network or the like.

FIG. 2 is a diagram for explaining a PBX system / VOD system combination system, in which a voice guidance is sent to a PBX 1 which is a telephone exchange and a receiving telephone from a user, and a ten-key pad and #, * symbols from the user are used. A voice control device 2 that makes a menu selectable and transmits the received information to the PBX control device 8 via the LAN 15, and a VOD client 3 using the LAN 15 for moving images and voices.
-1 and a VOD server 3 for distribution to -1, and the moving image and voice received from the VOD 3 server are mixed and converted into a telephone line, and the user side videophone 1 is transmitted through the PBX 1 and the public network.
VOD client 3-1 that transfers the data to the mobile phone 2 and the user-side phone 12 that has a function of outputting a moving image and a sound, respectively, of the mixed moving image and sound wp received from the telephone line,
User-side monitor 14 for outputting the moving image and sound, LAN
It is composed of the PBX 1, the VOD server 3, and the PBX control device 8 for controlling the voice response device 2 via 15.

FIG. 3 is a diagram for explaining the voice response device 2. The serial transmission / reception control 2-2 for transmitting / receiving data from the PBX connected to the telephone line and the PBX control device 8, V.
LAN transmission / reception control 2-1 connected to the OD server 3 and the operator terminal 5 via a LAN, and the serial transmission / reception control 2
-2, the LAN transmission / reception control 2-1 and voice output control 2-5
Schedule file 2 for controlling and
-4 and a voice file 2-6 for voice response.

FIG. 4 is a diagram for explaining the scheduler file, which is composed of a task ID 2-7, a task 2-8, a voice file name 2-9, and a next execution ID 2-10.

FIG. 5 is a diagram for explaining the configuration of the voice response switching system, in which the PBX 1, the voice control device 2, and the telephone from the user side telephone 12 are connected to the PB by the instruction of the voice response device 2.
The PBX controller 8 for switching the X1 telephone line and the operator's telephone 7 are connected by telephone lines (extensions),
The user side telephone 11 and the PBX 1 are connected to a public line, and the user side telephone 11 is connected to the PBX 1 and the voice response device 2.
And an operator telephone 6 are connected.

FIG. 6 is a diagram for explaining the configuration of the PBX controller, which is an LA that receives a switching request from the voice response control 2.
N transmission / reception control 3-1 determines which operator I receives the received data.
Information on which line is to be switched to D is taken out and a request is made to the switching control 3-5. The switching control 3-5 reads the switching information file 3-6 and instructed the operator ID.
Extension No. TEL No. And the switching destination TEL No. To request switching to the PBX control 3-3, and the PBX 3-3 sends the serial transmission / reception control 3-2.
By issuing a switching instruction to the PBX 1, the PBX 1 can be instructed to switch.

FIG. 7 is a diagram for explaining the switching information file. The switching information file 3-6 is an operator ID 3-7.
And the operator's extension telephone number. Extension No. 3-8
And an operator terminal ID 3-9 for transmitting user information in cooperation with the DB.

FIG. 8 is a diagram for explaining the configuration of the automatic DB-PBX control interlocking system, in which the PBX 1, the voice control device 2, and the telephone from the user side telephone 12 are connected to the telephone line of the PBX 1 by the instruction of the voice response device 2. The PBX controller 8 to be switched, the database server 4 and the operator terminal 5 that store data, the operator 5, the database server 4, the PBX controller 8 and the voice response device 2 are the LAN 1
5 are connected.

FIG. 9 is a diagram for explaining the configuration of the VOD system, which is a VOD server 3 and a VOD client 3-1.
And the operator terminal 5 are connected by the LAN 15
The client 3-1 is connected to the PBX 1 and decodes the digital video data distributed from the VOD server 3 into analog video data and uses the telephone line to PBX.
1-A configuration capable of displaying an image on the user-side TV telephone 13-2 via the public network 9.

FIG. 10 is a diagram for explaining the configuration of the VOD client 3-1. From the VOD server 3 to the LAN 15
Video decoding 3-3 which receives a digital video through the video signal and converts it into analog video and analog audio, and VGA analog video output 3-output from the video decoder 3-3
6, an analog audio output 3-5, a down converter 3-2 for converting the VGA analog video output 3-6 to an NTSC analog video output 3-7, the analog audio output and the NTSC analog video output 3-7. A video telephone 13-1 having a function of inputting and mixing and outputting to the PBX 1 via the telephone line 1-1, and a serial line 3-4 for automatically controlling the video telephone 13-1 from a video decoder or the like.
Consists of

In the PBX system and VOD system combination system shown in FIG. 2, the PBX 1 connects to the voice response device 2 when the user TV 13 makes an inquiry. In the voice response device 2, it is necessary to schedule the response to the inquiry from the user in advance. For example, as shown in FIG. 4, in the schedule file 4, "guid.wa" of the voice file name 2-9 storing the guidance message when the user receives a call.
v ”,“ provided service is VOD service 11
#, Operator service is 12 #, database service is 13 #. Please enter. After the voice is output, the operator follows the voice guidance message and inputs, for example, the VOD service of "11 #" using the dial of the user-side TV telephone 13. The input "11 #" is the public line 9 , The voice response device 2 receives via the PBX 1, the voice response device 2 receives the serial transmission / reception control 2-2, the scheduler 2-3 analyzes the received data, and the schedule file 2 is obtained from the received data.
-4 task ID 2-7, and the matched task ID
Task 8 of 2-7, voice file name 2-9, next execution ID
Get 2-10. When the specified file is set in the acquired audio file name 2-9, the scheduler 2-3 sets the audio file name 2-in the audio output control 2-5.
9 is designated, the voice output control 2-5 outputs the voice of the file having the voice file name 2-9, for example, "111 # for the moving image of the product introduction A, 112 # for the moving image of the product introduction B, ...・
.., Please input 115 # for the moving image of E product introduction ”Serial transmission / reception control 2-2
Is output to the user side telephone 12 via the PBX 1 and the public network 9 by performing the output to, and after the output is completed, or when the file specified in the acquired voice file name 2-9 is not set, Run ID 2-9 (eg 99
If 98, wait for input) Execute. User side TV phone 1
3, the user inputs “111 #”, for example, in response to the moving image voice guidance, and when the voice response device 2 receives the input data via the public network 9 and the PBX 1, VO
A VOD server request 1 (for example, a video title name or a video file name) is transmitted to the D server 3, and the switching request is added to the PBX 1 by adding the currently connected telephone number and the telephone number of the VOD client 3-1 to the LAN 15 To send via. The VOD server 3 delivers a reproduction request for the video of the requested title to the VOD client 3-1. In the client 3-1, the video decoder 3-3 receives the video data in response to the reproduction request from the VOD server 3, and the video telephone 13-1 using the serial line 3-4.
To the PBX 1, and the videophone 13-1 connects the PBX 1 to the telephone from the user. The video decoder converts the received digital video data into analog video and analog audio after completion of the telephone connection,
The analog video is output to, for example, a VGA analog video output 3-6, is output to the NTSC analog video output 3-7 by the down converter 3-2, becomes the analog video input of the TV phone 13-1, and the analog audio is an analog audio output. Three
From -5, it becomes an analog voice input of the videophone 13-1. The videophone 13-1 has a normal telephone function, a function of mixing analog video input, analog voice input, and voice for conversation on the telephone with a telephone line and outputting the input data, and a normal telephone function and analog video input for input data. It has a function to output analog voice input and voice to be spoken on the telephone to the analog video output, analog voice output and telephone respectively. Using the function, the video phone 13-1 mixes the input analog video and analog audio, and outputs them to the telephone line.
The user-side TV telephone 12 receives via the PBX 1 and the public network 9, and the user-side TV telephone 12 outputs the analog video and the analog audio to the user on the user-side monitor 14 to form a PBX system / VOD system combination system. realizable.

FIG. 5 is a diagram for explaining the configuration of the voice response switching system. When the user's telephone 12 makes an inquiry, the PBX 1 connects to the voice response device 2. The voice response device 2 has a previously registered schedule 2-
2 is read out and, for example, as shown in FIG. 2-2, in the schedule file 4, “guid.wav” of the voice file name 2-9 storing the guidance message when the user receives a call, The service provided is 11 # for VOD service, 12 # for operator service, and 13 # for database service. After voice output, the operator follows the voice guidance message and calls the user side telephone 12
Using the dial, enter "12 #" operator service, for example. The input "12 #" is received by the voice response device 2 via the public line 9 and the PBX 1, and is received by the voice response device 2 via the public line 9 and the PBX 1, and the voice response device 2 performs serial transmission / reception. The scheduler 2-3 analyzes the received data received by the control 2-2, and based on the received data, the task ID 2 of the schedule file 2-4.
-7, the task 8 of the matching task ID 2-7,
The voice file name 2-9 and the next execution ID 2-10 are acquired. In the operator service of the present embodiment, the scheduler 2-3 has set the file "optile.wav" specified in the acquired voice file name 2-9,
A voice file name 2-9 is designated in the voice output control 2-5, and the voice output control 2-5 outputs the voice of the file having the voice file name 2-9 to, for example, "A product introduction operator 121.
#, B Product introduction operator 122 #, ..., D
Product introduction operator should enter 124 # ”
Is output to the user side telephone 12 via the PBX 1 and the public network 9 by outputting to the serial transmission / reception control 2-2, and after the output is completed, the user side TV telephone 1
3, the user inputs "121 #" in response to the operator guidance, and when the voice response device 2 receives the input data via the public network 9 and the PBX 1, the voice response device 2 switches to the previous period PBX 1. The request is added to the currently connected telephone number and operator request 1 (operator ID and telephone number of the relevant operator) and transmitted via the LAN 15. The PBX 1 obtains the switching source telephone number and the switching destination telephone number (searches the extension No. 3-8 of the switching information file 3-6 from the ID designated in the operator request 1 or the telephone number of the designated operator). By connecting, the voice response switching system of this embodiment can be realized.

FIG. 8 is a diagram for explaining the configuration of the automatic DB-PBX control interlocking system, in which a voice guidance message is output in response to a user's inquiry using the same system as the voice response switching system, and DB is displayed. If the connection is selected, the PBX controller 8 connects the request source telephone (user) with the telephone of the corresponding operator and the DB
Then, the database server 3 is requested to search the user information by using the telephone number of the user as a search key, and after the search information is acquired, the user is sent to the corresponding operator terminal ID 3-9 from the switching information file 3-6. Information to LA
Transfer via N15. This allows the operator
It becomes possible to display the user information on the operator terminal 5 at the same time when the inquiry phone call from the user is received.

FIG. 9 is a diagram for explaining the structure of the VOD system. In the conversation with the user when the operator 6 has video data registered in the VOD server that the user wants to see, the PBX system, Using the VOD system combination system, the operator terminal 5 requests the PBX control device 8 to call the currently connected user with the VOD client 3-1 and show the user to the VOD server after connection. By adding and requesting the video data title name, it becomes possible to display the video from the VOD server on the user side TV 13 on the telephone line with which the operator is currently in conversation according to the instruction of the operator.

The above PBX system, VOD system combination system, voice response switching system and automatic DB-PBX
The configuration in which the control interlocking system and the VOD system are combined is the telemarketing system of the present invention shown in FIG. 1, and it becomes possible to provide media such as moving images, still images, voices, and texts to the user side using a telephone line.

[0032]

As described above, according to the present invention, the information (voice, still image, moving image, TEXT, etc.) desired by the user is automatically transferred, or the operator selects from the conversation with the user. Information you want (voice, still image, video, TEX
(Eg, T) and the like, and the video server system, the PBX system, the voice response system, and the database system can be provided in cooperation with each other.

[Brief description of drawings]

FIG. 1 is a configuration diagram of a telemarketing system of the present invention.

FIG. 2 is a configuration diagram of a PBX system and VOD system combination system.

FIG. 3 is a configuration diagram of a voice response device.

FIG. 4 is a scheduler file of a voice response device.

FIG. 5 is a configuration diagram of a voice response switching system.

FIG. 6 is a configuration diagram of a PBX control device.

FIG. 7 is a switching information file.

FIG. 8 is a configuration diagram of an automatic DB-PBX control interlocking system.

FIG. 9 is a configuration diagram of a VOD system.

FIG. 10 is a block diagram of a VOD system.

[Explanation of symbols]

1 ... PBX, 1-1 ... telephone line, 2 ... voice response device, 2-1 ... LAN transmission / reception control, 2-2 ... serial transmission / reception control, 2-3 ... scheduler,
2-4 ... scheduler file, 2-5 ... voice output control, 2-6 ... voice file, 2-7 ... task ID, 2-8 ... task, 2-9 ... voice file name, 2-10 ... next execution ID , 3 ... VOD server,
3-1 ... LAN transmission / reception control, 3-2 ... Serial transmission / reception control, 3-3 ... PBX control, 3-4 ... Voice response control, 3-
5 ... Switching control 3, 3-6 ... Switching information file, 3-7 ... Operator ID, 3-8 ... Extension N
o. , 3-9 ... Operator terminal ID, 4 ... Database server, 5 ... Operator terminal, 6 ... Operator, 7 ... Operator telephone, 8 ... PBX controller,
9 ... Public network, 10 ... Server side site, 11 ...
User side telephone, 12 ... User side video telephone, 13-1 ...
TV phone, 14 ... User side monitor, 15 ... LAN.

 ─────────────────────────────────────────────────── ─── Continuation of front page (72) Inventor Tetsuro Otsuka 2-6-2 Otemachi, Chiyoda-ku, Tokyo Inside Hitachi Information Network, Inc.

Claims (5)

[Claims] 1. A user telephone connected via a public network, a PBX in a server-side site, a telephone connected to the PBX, a PBX control device, and a voice response device, in which a user receives and connects a voice response system. It is possible to select a menu from the voice response device by using the ten-key pad and #, * symbols according to the voice guidance.
Voice response device, VO via LAN in server side site
It can be connected to D server, database server, and operator terminal, has a mechanism to notify the selection contents according to the menu selection from the user, and the database server can display the video on the user side monitor via the public network. And a system in which an operator telephone is connected to the PBX for the operator, and the operator terminal is connected to the PBX controller, the database server, and the video server via the LAN. 2. The system according to claim 1, wherein when the user selects the VOD video service in the voice response system, the PBX controller can instruct the video server to send video and audio to the user side monitor.
X system, VOD system combination system. 3. The voice response switching system according to claim 1, wherein the PBX controller transfers the extension to the operator telephone when the user selects a conversation with the operator. 4. The automatic DB-PBX control interlocking system according to claim 3, wherein the contents of the database of the user are displayed on the operator terminal at the same time as being transferred to the operator. 5. The VOD system according to claim 3, wherein the operator transmits an image to the user by using the telephone line according to the operator's instruction when the user desires to see the VOD in the conversation. .