KR101195871B1 - Apparatus for providing variable menu in accordance with characteristics of incoming call and method thereof - Google Patents

Abstract

PURPOSE: An automatic response system and a method thereof are provided to supply a common service menu without the dispute of fairness in case a plurality of client companies supplies the menu. CONSTITUTION: An automatic response server(200) obtains client information about an incoming call with reference to client information DB(201). The automatic response server detects client property information with reference to a variable menu database by call property(202). The automatic response server determines incoming call property by call incoming system time. The automatic response server transmits a variable menu to client terminals. [Reference numerals] (110) PSTN; (120) Wired/Wireless internet; (130) Mobile communication network; (200) Automatic response server unit; (201) Customer information DB; (202) Lead in call feature variable menu DB

Description

An automatic answering system and a method for providing a variable menu according to incoming call characteristics {Apparatus for providing variable menu in accordance with characteristics of incoming call and method eg}

The present invention relates to an automatic response system (ARS), and more particularly, according to an incoming call characteristic that changes and guides a menu according to a call incoming characteristic such as a customer characteristic and an incoming time characteristic of an incoming call. An automatic answering system for providing a variable menu and a method thereof are provided.

In general, one of the important factors that determine the satisfaction of a customer's purchase of a product or service is customer-to-customer service such as an enterprise or a public office for resolving customer's AS and customer complaints and providing fast and prompt after-sales service. Recently, the automatic response system is to perform the window area dedicated to customer service.

Automated answering systems have evolved into third generation CTI automated answering systems (or "CTI call center systems"), combining telephones and computers, through the second generation, which relied on exchange and answering machine functions.

Automated answering system can reduce the cost of customer service processing in the enterprise, act as a branch office, obtain customer information quickly and efficiently, easily, and provide rapid service. It is developing.

Currently, CTI auto answering system that integrates both telephone and computer is the mainstream, and CTI auto answering system combines computer and telephone to distribute the incoming calls efficiently and to help the counselor to consult effectively. Information is grasped and provided in advance, and various additional functions are provided through a computer.

The general automatic answering system provides voice menus step by step in order to reach a desired service after forming a call when a call is received from a customer terminal.

However, these menus are fixed at each stage of the scenario, so once set, they are difficult to change.

As described above, since the menus provided for each step of the scenario provided by the automatic response system are fixed, the conventional automatic response system may violate the equity in terms of the customer if multiple customers are involved according to the service type. There was a problem, and in the customer side, there was a problem that can make a wrong choice if there is no accurate knowledge of the provided menus. For example, five travel agencies, 1. an all-tour tour agency, 2. a hantour tour agency, 3. a big bang tour agency, 4. a tour agent on a tour, 5. an adult travel agency, always providing 1, 2, 3, 4 For example, customers who do not know the characteristics of each travel agency are likely to choose No. 1 instinctively, and may cause controversy in equity from other travel agencies except for No. 1 travel agency. In addition, if the customer does not have accurate travel agency information, the instinct to select the top number will not be able to see that the menu was selected efficiently.

In addition, the conventional auto-response system has a problem that can reduce the customer satisfaction because the menu is fixed, can not provide an efficient menu to the customer and give boring to the customer.

In addition, the conventional auto-response system is changed and added to the menu during operation to provide the optimum menu to the customer, in this case it requires a lot of modifications had a problem that takes a lot of time and money.

Accordingly, an object of the present invention is to provide an automatic answering system and a method for providing a variable menu according to an incoming call characteristic that guides the menu variably according to call incoming characteristics such as a customer characteristic and a call incoming time characteristic of an incoming call. There is.

Automatic answering system to provide a variable menu according to the incoming call characteristics of the present invention for achieving the above object; A variable menu for incoming call characteristics that stores variable information in which a menu of each step of a scenario is changed or the order of the menus is changed by a customer information DB for storing customer information and call arrival system time and incoming call characteristics according to the customer characteristic information. DB and the customer information about the incoming call is obtained by referring to the customer information DB, and the customer characteristic information is detected by referring to the variable menu DB for each call characteristic based on the obtained customer information, and the call arrival system time and After determining the incoming call characteristics based on the incoming call characteristics, while performing a guide according to a scenario, a variable menu corresponding to the incoming call characteristics of the detected incoming call is loaded from the variable menu DB for each incoming call characteristic and voiced by the customer. It includes an automatic response server for sending to the terminal, wherein the variable menu DB by incoming call characteristics are variable menus and the And a DTMF-variable menu matching table for each call ingress feature, in which button numbers are mapped in different orders for each call feature, and the auto-responder server unit sets the button numbers so that menus and menus are different for each call ingress feature. After guiding the mapped variable menu, receiving the DTMF signal corresponding to the button pressed from the customer terminal to detect the button number, and referring to the DTMF-variable menu matching table for each call entry characteristic, select the variable menu corresponding to the button number. Recognize and perform an operation corresponding to the variable menu.

The system time introduced by the call is characterized in that at least one or more of the hourly, weekly, monthly, seasonal and specific periods.

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The automatic answering server unit may be connected to at least one of a general public telephone network and a wired / wireless Internet network to switch between receiving and switching a plurality of calls received from customer terminals, receiving customer identification information, and receiving customer identification information. The CTI server that loads and provides customer information from the customer information DB, and acquires customer identification information of the incoming call when the call is received through the private exchange, transmits it to the CTI server, and receives the received customer information and call arrival time in response. Characterized in that it comprises an IVR server to obtain a variable menu for each call incoming characteristics by at least one of the customer information and call incoming time from the variable menu DB for each incoming call characteristics and to send to the customer terminal by voice.

The IVR server is connected to the private exchange, the call processing unit for processing incoming calls, detecting and outputting the telephone number of the incoming call, and detecting the DTMF signal generated by the button press of the customer terminal. DTMF detection unit for outputting a voice message, a voice guide unit for transmitting the variable menu of each step of the scenario to the corresponding customer terminal through the call processing unit, and the customer identification information by at least one of the call processing unit and DTMF detection unit. Acquires, the customer information corresponding to the customer identification information from the customer information DB, and detects the call entry time of the incoming call through the call processing unit from the system to enter the variable menu for each customer characteristic corresponding to the customer information Variable by call arrival time that is loaded from the variable menu DB by characteristics or corresponding to the call arrival time Loading the new incoming call from a specific characteristic variable menu DB and characterized by comprising a control section for transmitting the variable-menu to the customer terminal to the voice through the voice guidance.

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Method for providing a variable menu according to the incoming call characteristics of the automatic answering system of the present invention for achieving the above object; Incoming call feature information acquiring process for acquiring incoming call feature information including call feature system time of a call and customer feature information determined by customer information of a customer of the incoming call; and a menu corresponding to the acquired call feature information And a variable menu application process for loading the variable menu of each step of the scenario in which the menu order is variable, and the button number is assigned according to the order, from the variable menu DB for each incoming call characteristic, and the loaded variable menu After the variable menu providing process to be sent to the terminal, and after the variable menu providing process, by detecting the DTMF signal for the variable menu selected by the customer among the provided variable menus to recognize the button number, and the variable menus and each variable menu Refer to DTMF-variable menu matching table by call ingress characteristics to which button numbers to be selected are mapped. Determining a variable for the menu button number, and characterized in that it comprises a variable-menu processing step of performing an operation corresponding to the determined variable menu.

The method; The method further includes a variable menu service setting determining step of determining whether a variable menu service for each incoming call characteristic is set when a call is received. It is characterized by performing.

The system time introduced by the call is characterized in that the call-in time characteristic information of at least one or more of time, day, month, season, and specific period.

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The present invention has an effect of providing a fair service menu without controversy of equity when a plurality of customers provide a related menu by variably operating menus according to call arrival characteristics such as call arrival time characteristics.

In addition, the present invention has the effect of improving the service satisfaction of the customer because it can efficiently provide the menu desired by the customer by operating the menu in accordance with the call incoming characteristics, such as the customer characteristics of the incoming call.

In addition, since the present invention can operate the menus variably, it is possible to configure the service menu in various cases without additional program modifications, thereby reducing the labor cost and the cost of the program changes due to the addition and modification of the menus. Has the effect.

1 is a diagram showing the configuration of a communication system to which an automatic response system for providing a variable menu according to incoming call characteristics according to the present invention is applied.
2 is a view showing the configuration of a database for providing a variable menu according to the incoming call characteristics according to the present invention.
Figure 3 is a configuration showing in detail the automatic response server for providing a variable menu according to the incoming call characteristics according to the present invention.
4 is a diagram illustrating a configuration of an IVR server providing a variable menu according to an incoming call characteristic according to the present invention.
5 is a flowchart illustrating a variable menu providing method according to an incoming call characteristic of an automatic answering system according to the present invention.

Hereinafter, a configuration and operation of an automatic answering system for providing a variable menu according to an incoming call characteristic according to the present invention will be described with reference to the drawings, and a method of providing a variable menu according to an incoming call characteristic will be described.

1 is a view showing a configuration of a communication system to which an automatic response system providing a variable menu according to an incoming call characteristic according to the present invention is applied, and FIG. 2 is a database for providing a variable menu according to an incoming call characteristic according to the present invention. It is a figure which shows the structure of. Hereinafter, a description will be given with reference to FIGS. 1 and 2.

The automatic answering system (100) providing a variable menu according to the service incoming call characteristics of the present invention receives incoming calls from the general landline (111) through the general public telephone network (110), the mobile communication network 130 and The call is sent from the mobile communication terminal 131 through the general public telephone network 110 and the call is received from the wired / wireless computer terminal 121 through the wired / wireless internet network 120.

The wired / wireless computer terminal 121 may be a personal computer, a personal digital assistant (PDA), a laptop, or the like. The wired / wireless computer terminal 121 may make a call to the automatic answering system 100 according to the present invention through the wired / wireless internet network 120 or the wired / wireless internet network 120 and a general public telephone network.

The mobile communication terminal 131 may be a 2G and 3G terminal called a general mobile phone or a mobile phone and a 3G and 4G terminal called a smart phone capable of sending a call to the automatic answering system 100 through the wired or wireless Internet network 120. Could be.

Hereinafter, the term 'customer terminal 1' is used to refer to the wired telephone 111, the wired / wireless computer terminal 121, and the mobile communication terminal 131.

Automatic response system 100 that provides a variable menu according to the incoming call characteristics according to the present invention is a customer information database (DB) 201, variable menu DB 202 for each incoming call characteristics and the automatic response server unit 200 ).

The customer information DB 201 stores information such as customer information for each phone number, the number of call arrivals for each phone number, a recent use service, and an annual use service. The customer information may be a social security number, age, gender, occupation, and the like.

Variable menu DB 202 for each call inlet feature includes a variable menu DB 203 for each customer feature and a variable menu DB 204 for each call inlet time. If the automatic answering system is a button type automatic answering system, DTMF- It further includes a variable menu matching table 205.

The variable menu DB 203 for each customer characteristic stores variable menus of each stage of the scenario for each customer characteristic such as whether the customer is a female, a male, a 10-20 or 30-40 age, or a job.

The call arrival time variable menu DB 204 stores variable menus of each stage of the scenario by call arrival time such as time zone, daily, day of the week, monthly, season, and specific period.

The DTMF-variable menu matching table 205 for each call entry characteristic is configured when the automatic answering system is a button type, and each scenario of the scenario stored in the variable menu DB 203 for each customer characteristic and the variable menu DB for call entry time varies. Tables are mapped to variable menus of steps and button numbers for selecting each variable menu.

When the call is received through the general public telephone network 110, wired and wireless Internet network 120, the automatic answering server unit 200 detects the telephone number from the incoming call and forms a call path for automatic response according to various services. Provide service.

In particular, the auto-answer server unit 200 acquires incoming call feature information on the incoming call, loads a variable menu corresponding to the incoming call feature information from the variable menu DB 202 for each incoming call feature, and loads the loaded variable. A call is made to a customer of the call by voice to request the user to select a menu, and when the customer selects the menu, an operation corresponding to the selected menu is performed. The incoming call characteristic information may be system time obtained from the system at the time of incoming call and customer information obtained by the call or customer identification information input by the customer. The system time is used to set a variable menu by call arrival time, and the customer information is used to determine a variable menu by customer characteristic. The customer identification information may be at least one of a phone number of the call, a social security number and a card number of a customer, and a member number.

Figure 3 is a configuration showing in detail the automatic response server for providing a variable menu according to the incoming call characteristics according to the present invention.

Referring to FIG. 3, the auto-response server 200 of the auto-reply system 100 may include a private exchange 210, an interactive voice response (IVR) server 220, and a computer telephone integration. CTI) server 230, a web server 240 and the counselor terminal 270.

The private exchange 210 is connected to the general public telephone network 110 and / or wired and wireless Internet network 120 and a plurality of calls from the general landline telephone 111, mobile communication terminal 131 and wired and wireless computer terminals 121 Incoming calls are simultaneously received and the incoming calls are taken over to the IVR server 220.

The IVR server 220 has a channel connected to the private exchange 210 to receive a plurality of calls, detects a telephone number of a call received through the channels, and includes a plurality of steps. It provides the customer with an automatic response service according to the customer's selection of the menus provided in the step.

In particular, the IVR server 220 of the present invention detects the characteristics of the incoming call when the call is incoming, and proceeds the guidance according to the scenario, the variable menu corresponding to the characteristics of the incoming call detected in the progress of the scenario variable menu for each incoming call characteristics It is loaded from the DB and sent to the customer's customer terminal by voice. For example, if the incoming call feature is applied to the day of the week based on the system time is applied to the menu as shown in Table 1 below depending on the day of the system time. As another example, when the incoming call feature is applied to the customer characteristic based on the customer information, the menu may be variable as shown in Table 2 according to the customer characteristic. Table 2 below shows a case in which teenagers and twenties typically have backpack-like characteristics, those in their thirties have characteristics like tourism, and those in their 40s have recreation-like characteristics as an example.

Day of the week month anger Number neck gold menu Mode Tour Hana Tour Travel Agency Big Bang Tour Travel Agency Tour Agency Adult travel agency Hana Tour Travel Agency Big Bang Tour Travel Agency Tour Agency Adult travel agency Mode Tour Big Bang Tour Travel Agency Tour Agency Adult travel agency Mode Tour Hana Tour Travel Agency Tour Agency Adult travel agency Mode Tour Hana Tour Travel Agency Big Bang Tour Travel Agency Adult travel agency Mode Tour Hana Tour Travel Agency Big Bang Tour Travel Agency Tour Agency

customer 10-20s 30s 40 spaces menu All Tour Backpacking Hanatour Sightseeing Tour Big Bang Tour Recreation Trip Hanatour Sightseeing Tour All tour backpacking Hanatour Sightseeing Tour Big Bang Tour Recreation Trip Big Bang Tour Recreation Trip All tour backpacking

The CTI server 230 receives the customer identification information provided from the IVR server 220 and generates various information such as the number of call arrivals of the customer according to the customer identification information, the recent use service, the annual use service, and the like. 201), and when the customer information is requested from the IVR server 220, the customer information is loaded from the customer information DB 201 and provided to the IVR server 220. The customer identification information may be a telephone number, a card number, a social security number, and the like. However, the IVR server 220 may directly load customer information corresponding to the detected customer identification information from the customer information DB 201.

The CTI server 230 receives the variable menu service setting request according to the present invention from the computer terminal of the counselor terminal 270 and requests the IVR server 220 to set the variable menu service. Then, the IVR server 220 may set the variable menu service in response to the variable menu service setting request. However, the IVR server 220 may be directly set by the administrator connected via the local network 260 variable menu service.

The web server 240 provides a variable menu service setting means for each customer to a computer terminal of customers connected through the local network 260 and the wired / wireless internet network 120, and the variable menu for each customer through the variable menu service setting means. Allows you to set whether to set the service. The variable menu service setting information for each customer is stored in the customer information DB 201. Then, the IVR server 220 will provide the variable menu service of the present invention only when the variable menu service setting information of the customer is set based on the customer identification information.

3 is a diagram illustrating a configuration of an IVR server of an automatic response system according to the present invention. Hereinafter, the configuration of the IVR server 220 according to the present invention will be described with reference to FIG. 3.

The IVR server 220 includes a control unit 221, a communication unit 222, a call processing unit 223, an input detection unit 224, and a voice guide unit 227.

The communication unit 222 is connected to the local network 260 is connected to the computer terminal 271 of the CTI server 230, the web server 240 and the counselor terminal 270, other devices connected through the local network 260 Performs data communication with them.

The call processing unit 223 has channels connected to the private exchange 223 and can receive a plurality of calls, detects the telephone number of the incoming call through the corresponding channels, and outputs it to the control unit 221. The control unit 221 Call processing such as call waiting and call path formation and blocking.

The input detector 224 detects a customer's input to the call formed through the call processor 223, and the DTMF detector 225 for detecting the press of the number button of the customer terminal and the voice spoken by the customer. And a speech recognition engine unit 226 for outputting the speech to the controller 221.

Specifically, the DTMF detection unit 224 detects and outputs a DTMF signal input from a channel having a call path formed of a number corresponding to each channel of the call processing unit 223, and outputs the DTMF signal to the control unit 221. In the former case, that is, when the input detector 224 is the DTMF detector, the controller 221 should recognize the button number by detecting the DTMF signal.

In addition, the voice recognition engine unit 226 includes voice recognition engines corresponding to the channels of the call processing unit 223 and performs voice recognition on the voice input through the channel in which the call path is formed, and transmits the voice recognition result to the controller 221. Output

The voice guide unit 227 transmits the guide voices corresponding to the variable menus according to the scenarios to the customer terminal 1 of the customer in which the call path is formed through the call processor 223 under the control of the control unit 221. .

The controller 221 controls the overall operation of the IVR server 220 according to the present invention. In particular, the controller 221 acquires customer identification information of the customer through the call processor 223 and the input detector 224 or obtains the system time (including date and day of the week) by a system timer (not shown). Detect incoming call characteristics according to the user, and load a variable menu corresponding to the detected incoming call characteristics from the variable menu DB for each incoming call characteristic by using the voice guide unit 227 and the call processing unit 223. Voice is sent to the terminal.

5 is a flowchart illustrating a variable menu providing method according to an incoming call characteristic of an automatic answering system according to the present invention. A description with reference to FIGS. 1 to 5 is as follows.

First, the control unit 221 of the IVR server 220 checks whether the call is incoming through the call processing unit 223 (S511).

When the call arrives, the controller 221 checks whether the variable menu service is set (S513).

If the variable menu service is not set, the controller 221 provides an automatic answering service according to voice guidance by a general menu (S527). If the variable menu service is set, the controller 221 obtains incoming call characteristic information of the incoming call (S515). ).

Incoming call characteristic information to be collected varies according to whether the variable menu service setting is set as a customer characteristic or for each call incoming time by system time. In detail, the control unit 221 obtains customer identification information through the call processing unit 223 and the input detection unit 224 and directly accesses the customer information DB 201 or sets the CTI when the variable menu service setting is set to a customer-specific characteristic. Acquire customer information corresponding to the customer identification information obtained through the server 230. If the variable menu service setting is set for each call entry time, the call entry time is obtained by the system time calculated by the system timer (not shown).

When the incoming call characteristic information is obtained, the controller 221 searches for the variable menu corresponding to the incoming call characteristic information in the variable menu DB 202 for each incoming call characteristic (S517), and whether there is a variable menu corresponding to the incoming call characteristic. Determine (S519).

If the variable menu corresponding to the incoming call characteristic does not exist, an automatic answering service is provided according to voice guidance of the general menu (S527). If the variable menu corresponding to the incoming call characteristic exists, the variable menu corresponding to the incoming call characteristic is present. The voice guide unit 227 transmits the guide voice to the corresponding customer (S521).

After providing the variable menu, the controller 221 determines whether a customer input is detected from the customer terminal through the input detector 224 (S523). The customer input may be a detection result of a DTMF signal corresponding to a telephone number button press of a customer terminal, or may be a voice recognition result of a voice sound generated by a customer. However, if the customer input is a DTMF signal by inputting a telephone number button, the controller 221 may search for a variable menu corresponding to the DTMF signal by referring to the DTMF-variable menu matching table for each call entry characteristic.

When the customer input is detected, the controller 221 performs an operation of a corresponding menu corresponding to the customer input (S525).

While the present invention has been described with reference to exemplary embodiments, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, but, on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims. It will be easily understood. If such improvement, change, substitution or addition is carried out within the scope of the appended claims, the technical spirit should also be regarded as belonging to the present invention.

100: automatic answering system 110: general public telephone network
111: landline telephone 120: wired and wireless Internet
121: computer terminal 130: mobile communication network
131: mobile communication terminal 200: automatic response server unit
201: customer information DB 202: service termination DB
210: private exchange 220: IVR server
221: control unit 222: communication unit
223: call processing unit 224: input detection unit
225: DTMF detection unit 226: speech recognition engine unit
227: voice guidance
230: CTI Server 240: Legacy Server
270: agent terminal

Claims (12)

A customer information DB for storing customer information,
A variable menu DB for incoming call characteristics defining customer characteristic information and storing variable menus in which a menu of each step of a scenario is changed or the order of menus is changed for each call characteristic according to the call arrival system time and the customer characteristic information;
Acquire customer information on incoming call by referring to the customer information DB, and detect customer characteristic information by referring to variable menu DB by call characteristics based on the acquired customer information, and call arrival system time and call arrival time when call is received. After determining the incoming call characteristics based on the characteristics, a variable menu corresponding to the incoming call characteristics of the detected incoming calls is loaded from the variable menu DB for each incoming call characteristic while being guided according to the scenario and sent out to the customer terminal of the customer by voice. Including an automatic response server unit,
The variable menu for each incoming call feature further includes a variable menu and a DTMF-variable menu matching table for each incoming call feature in which button numbers are mapped in different orders for each incoming call feature.
The automatic response server unit detects the button number by receiving a DTMF signal corresponding to the button pressed from the customer terminal after guiding the variable menu mapped with the button numbers so that the menus and the order of the menus are different for each call incoming characteristic. An automatic response system providing a variable menu according to incoming call characteristics by recognizing a variable menu corresponding to the button number by referring to a DTMF-variable menu matching table for each incoming characteristic and performing an operation corresponding to the corresponding variable menu. .
The method of claim 1,
And the call price incoming system time is at least one of hourly, daily, monthly, seasonal, and specific time periods.
delete delete The method of claim 1,
The automatic response server unit,
A private exchange connected to at least one of a public public telephone network and a wired / wireless internet network to receive and switch a plurality of calls received from customer terminals;
A CTI server that receives customer identification information and loads and provides customer information corresponding to the customer identification information from a customer information DB;
When the call is received through the private exchange, the customer identification information of the incoming call is obtained and transmitted to the CTI server, and the received customer information and call incoming time are obtained in response to the call by at least one of the customer information and the call incoming time. And an IVR server that loads a variable menu for each incoming feature from the variable menu DB for each incoming call feature and sends the voice menu to a customer terminal by voice.
The method of claim 5,
The IVR server,
A call processing unit connected to the private exchange to process incoming calls and detect and output telephone numbers of the incoming calls;
DTMF detection unit for detecting the DTMF signal generated by the button press of the customer terminal and outputting the number information of the pressed button;
A voice guide unit for transmitting the variable menu of each step of the scenario to the corresponding customer terminal through the call processing unit as voice;
Acquire customer identification information by at least one of the call processing unit and DTMF detection unit, obtain customer information corresponding to the customer identification information from a customer information DB, and call arrival time of a call introduced through the call processing unit from the system. Detect and load a variable menu for each customer characteristic corresponding to the customer information from the variable menu DB for incoming call characteristics or load a variable menu for each call incoming time corresponding to the call incoming time from the variable menu DB for each call incoming characteristic Automatic response system for providing a variable menu according to the incoming call characteristics, characterized in that it comprises a control unit for transmitting the voice to the customer terminal through the voice guide.
delete A process of acquiring incoming call characteristic information for acquiring incoming call characteristic information including customer characteristic information determined by a call incoming system time of a call and customer information about a customer of the incoming call;
A variable menu for varying menus and menu order in response to the obtained incoming call feature information, and loading a variable menu of each step of a scenario in which a menu number is assigned to a button number according to the order from a variable menu DB for each incoming call feature. Application process,
A variable menu providing process of sending the loaded variable menu to a customer terminal;
After the variable menu providing process, a button number is detected by detecting a DTMF signal for a variable menu selected by a customer among the provided variable menus, and a call is mapped with variable numbers and button numbers for selecting each variable menu. And a variable menu processing for determining a variable menu for the recognized button number by referring to the DTMF-variable menu matching table for each incoming characteristic and performing an operation corresponding to the determined variable menu. Variable menu providing method according to incoming call characteristics.
9. The method of claim 8,
The method further includes a variable menu service setting determination process for determining whether a variable menu service for each incoming call characteristic is set when a call is received.
And if it is determined that the variable menu service is set in the service setting determination process, the incoming call characteristic information acquisition process is performed.
10. The method according to claim 8 or 9,
The system time is a variable menu providing method according to the incoming call characteristics of the automatic response system, characterized in that the call incoming time characteristic information of at least one of hourly, day of the week, monthly, seasonal and specific periods. delete delete

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