JP2001275160A - Voice call / data display cooperative system, voice call / data display cooperative method, and information providing device for the system - Google Patents

Abstract

(57) [Problem] To improve the mutual communication environment, for example, when a user makes an inquiry to an information providing device such as a customer center based on data acquired by a wireless terminal such as a mobile phone. I do. SOLUTION: A data display unit 2 is provided to a radio terminal 2 after a call control process by a call control unit 28a to an information providing device 3 is started.
5 is provided with a display control unit 28b that controls the display state of the data provided with the telephone number information of the information providing device 3 stored in the memory 23.
On the basis of the incoming call information received from the wireless terminal 2,
Data discriminator 3 for discriminating data being displayed on wireless terminal 2
2a, and a data output unit 35a that outputs data corresponding to the data determined by the data determination unit 32a.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a voice call / data display cooperative system suitable for use in a cooperative service between a radio terminal such as a mobile phone and an information providing device such as a call (or customer) center. Voice call
The present invention relates to a data display cooperation method and an information providing device for the system.

[0002]

2. Description of the Related Art With the intensification of service competition in recent years, CTI (Computer Te
lephony Integration) system is drawing attention. The CTI system is mainly used for the purpose of improving the service by efficiently performing the reception / order receiving business of a customer in a call center or the like and the response business to an inquiry.

For example, in a certain CTI system, when a call is made from a customer to a call center [a certain operator terminal (computer)], the customer who made the call is specified based on the calling number notification information. Customer information to be acquired from an information management system such as a customer database, and the customer information is displayed on an operator terminal (screen pop-up or the like). This allows
The operator can respond while referring to the information about the customer who called, and can provide detailed services to the customer.

[0004]

With the explosive spread of mobile phones in recent years, it has become natural to make calls to call centers using mobile phones.
In particular, recent mobile phones have been used not only for voice calls but also for data communication terminals. For example, HTML (HW) is available on the Internet [WWW (World Wide Web)].
It has become possible to browse information (content) posted as (yper Text Markup Language) documents.

[0005] A mobile phone of this type (wireless terminal)
Then, usually, the document obtained from the Internet is temporarily stored in the memory and then displayed, so if the document is stored in the memory, even if the offline state after the line disconnection,
The document can be browsed (offline browsing). Therefore, for example, a usage method of making an inquiry to a call center based on information obtained by offline browsing becomes possible.

[0006] However, in the current mobile phone, the entire display screen is switched to a state in which the display screen is displayed during a voice call (including during a call), so that a hand-free function or a headphone microphone is used. Even if a call is made to the call center, the document displayed during offline browsing is not displayed, and a voice call cannot be made with the call center (operator) while viewing the document. Also, the call center (operator) side does not know what kind of document the mobile phone browsed and made a call by offline browsing.

That is, although both the mobile phone and the operator terminal have a function of displaying data such as a document, it is impossible to make a voice call utilizing the function. For this reason, as in the case of a normal voice call only conversation, the communication between the mobile phone user and the operator may be misaligned, and smooth communication may not be achieved, resulting in reduced serviceability and inefficient operator work. This leads to an increase in operator labor costs due to prolonged time (loss of time).

The present invention has been made in view of such a problem, and for example, a user makes an inquiry to an information providing apparatus such as a call center based on a document (data) obtained by a mobile phone (wireless terminal). The purpose is to improve the mutual communication environment at times.

[0009]

To achieve the above object, a voice communication / data display cooperative system according to the present invention comprises:
In a system including a wireless terminal having a voice call function and a data display unit, and an information providing device capable of performing a voice call with the wireless terminal, the wireless terminal and the information providing device include the following, respectively. It is characterized by having. -Wireless terminal (1) A memory capable of storing data with telephone number information attached to the information providing device (2) A data display unit for displaying the data stored in the memory (3) A transmitting operation detecting unit that detects a transmitting operation to the telephone number information attached to the data being displayed on the data display unit; and (4) the transmitting operation detecting unit detects the transmitting operation. And a call control unit for calling the information providing device to establish a voice call with the information providing device. (5) After starting the call processing by the call control unit, the data display unit switches to the display state of the data. Display control unit for controlling information providing device (1) Based on the incoming call information of the wireless terminal coming from the wireless terminal by the calling process by the above-mentioned call control unit of the wireless terminal, Display on the data display (2) Data output unit that outputs data corresponding to the data determined by the data determination unit In the voice call / data display cooperative system of the present invention configured as described above, When the terminal makes a call to the information providing device by performing a transmission operation to the telephone number information on the information providing device attached to the data being displayed on the data display unit, the data display unit is then brought into a display state of the data. On the other hand, the information providing device determines the data being displayed on the wireless terminal based on the incoming call information received from the wireless terminal,
The data corresponding to the data is output. This allows
The wireless terminal enables voice communication while displaying data, and the information providing device enables voice communication while confirming data corresponding to the data being displayed on the wireless terminal. , 7).

Here, the above-mentioned wireless terminal (data display unit)
Then, after the calling state is displayed by starting the calling process, the data may be displayed again (claim 3).
The display of the calling state and the display of the data may be executed in parallel (claim 4). In the former case, it can be confirmed whether or not the call to the information providing device has been normally performed. In the latter case, the state of the call can be confirmed while referring to the data.

The information providing apparatus detects that a display position moving operation has been performed on data being displayed on the wireless terminal, and notifies a data display position on the wireless terminal corresponding to the display position moving operation. You may make it.
Thus, the information providing apparatus can always grasp which part of the data the user of the wireless terminal is currently referring to (claim 5).

Further, in the above information providing apparatus, the notification of the display position moving operation may be performed together with the notification of the data display position. It is also possible to confirm whether or not a display position moving operation has been performed in (6).

[0013]

Embodiments of the present invention will be described below with reference to the drawings. (A) Description of One Embodiment FIG. 1 shows a CRM (Customer Re-transmission) as one embodiment of the present invention.
FIG. 1 is a block diagram for explaining an outline of a relationship management (voice communication / data display cooperative system). As shown in FIG. 1, the CRM system 1 has a function as a data communication terminal and is connected to the Internet, for example. The mobile phone 2 is configured to include an accessible mobile phone 2 and a call center (customer center) 3 for receiving inquiries and orders regarding products and services that can be enjoyed by the user of the mobile phone 2. In the customer center 3, user information (customer information) is stored in a database using a computer or the like, and electronic customer information (E-CIF; Electric-Customer InFormatio) is stored.
n).

In the CRM system 1, for example, the following services can be realized. That is, from the customer center (call center) 3, a home (Web) page address (URL: Un) on the Internet where information on a certain product or service is posted.
A product guide attached with a hyperlink function or the like is delivered to the mobile phone 2 by e-mail.

[0015] The user (customer) of the cellular phone 2 receiving this accesses the attached URL to refer to the Web page (online browsing). This Web page is attached with a hyperlink or the like with an inquiry about a product or a telephone number of an order destination (customer center 3). Thereby, the mobile phone 2
Even after offline, Web page data (HTML document data for mobile phones) to which the telephone number of the customer center 3 is attached remains in a memory or the like.

The user of the portable telephone 2 calls, for example, the above-mentioned Web page data stored in the memory after the offline, and the telephone number of the customer center 3 (hereinafter simply referred to as “center 3”) attached thereto. By calling (calling) to the operator, the operator of the center 3 is inquired or ordered for goods and services.

Here, in the above procedure, in the present embodiment, the user browses (refers to) Web page data (document data; hereinafter, also simply referred to as “document”) displayed on the display of the mobile phone 2. It is possible to make a voice call (inquiry or order for a product) with the operator of the center 3 while the operator of the center 3 receives information (customer information) about the user of the mobile phone 2 that has made a call (incoming call). While displaying the document displayed on the mobile phone 2 (that is, the document being viewed by the user) on the display of the operator terminal, it is possible to make a voice call with the user (description of a product or receiving an order). .

Hereinafter, the configurations of the mobile phone 2 and the center 3 for realizing such a service will be described. FIG. 2 is a block diagram showing a configuration focusing on the main parts of the mobile phone 2 and the center 3. As shown in FIG. 2, the mobile phone 2 of this embodiment has an antenna unit 21, a radio unit 22,
Memory 23, browser control unit 24, display 25,
A voice input / output unit 26, a button input detection unit 27, and a control unit 28 are provided.
CTI server 32, customer database 33, document database 34, and operator terminals 35-1 to 35-N
(N is a natural number).

Here, in the mobile phone 2, the antenna section 21 is for transmitting and receiving voice data at the time of voice communication and document data (including images and the like) at the time of data communication. The information is exchanged with necessary terminals and telephones, including the operator terminal 35-i of the center 3, via the wireless base station and the exchange constituting the communication terminal 4. The radio unit 22 also up-converts transmission data (speech, document data, etc.) to a radio frequency (RF) signal and sends it out, while converting speech, document data, etc. received as an RF signal to a baseband signal. It has a function for down-conversion.

Further, the memory 23 is for storing necessary data, and the document data [the telephone number information of the center 3 is attached to the memory 23 by the above-mentioned electronic mail, Internet browsing, etc. Hyperlinked) data is stored. The browser control unit 24 is for performing Internet browsing (access to a URL) control, and has a display (data display unit) 25.
Are for displaying various types of display such as display of e-mail and document data in the HTML format for mobile phones stored in the memory 23, and display of outgoing / incoming states.

Further, the voice input / output unit 26 is a voice input / output unit for voice communication, and is composed of, for example, a microphone and a speaker. Here, the mobile phone 2 can also perform a hands-free call by performing a predetermined button operation or connecting an earphone microphone or the like. The button input detection unit 27 is for detecting various button operations on the mobile phone 2.

Here, the mobile phone 2 of the present embodiment is provided with, for example, a one-touch button for starting a call and a one-touch button for browsing, and by using these buttons, for example, a link to the acquired document is obtained. It is possible to make a call (access) to a URL or a telephone number with one touch. Further, a one-touch button for switching to a display screen of the acquired document, a page movement (scroll) button, and the like are provided. For this reason, the button input detection unit 27 performs an operation of transmitting to a selected number, an operation of accessing a selected URL, an operation of switching to a document display screen, and an operation of changing a displayed document position (page movement or scrolling) by pressing these buttons. ) Will be detected.

That is, the button input detecting section 27 has a function as a transmitting operation detecting section 27a for detecting a transmitting operation to the telephone number information of the center 3 linked to the document data being displayed on the display 25; A moving operation detecting unit 2 for detecting a display position moving operation such as a page moving operation or a scroll operation with respect to the document data being displayed at 25;
7b.

The control unit 28 is connected to the radio unit 2 described above.
2, memory 23, browser control unit 24, display 2
5, for controlling the entire operation of the mobile phone 2 by controlling the respective units such as the voice input / output unit 26 in an integrated manner. It also has the following functions. As described above, the button input detector 27 attaches the document being displayed on the display 25 (of the center 3).
A function as a call control unit 28a for calling the telephone number (center 3) when a call operation to the telephone number information is detected. After starting the call processing by the call control unit 28a, the display 25 is acquired. Function as a display control unit 28b for controlling to the display state of the above. When a display position moving operation is detected by the button input detecting unit 27 (moving operation detecting unit 27b) in a call state with the center 3, the operation information is transmitted. Functions as a mobile operation information transmitting unit 28c that transmits to the center 3 via the wireless unit 22 and the antenna unit 21. These functions are realized by dedicated or common software, for example.

With the above-described configuration, in the present mobile phone 2,
For example, the phone number is transmitted to the telephone number information of the center 3 attached to the Web page data acquired by Internet browsing (data communication function) using the phone-to function (or the telephone number may be directly input). After the call, the Web page data is displayed on the display 25, and the user can use the hands-free function, the earphone microphone, or the like to open the W page.
While browsing (referencing) the web page data, it is possible to make a voice call (inquiry or order for goods / services) with the operator of the center 3.

Next, the center (information providing device) shown in FIG.
In 3, the connection switching device 31 switches the operator terminals 35-1 to 35-3 based on a predetermined rule for a call that has arrived (received) from the line network 4 via a PBX (Private Branch Exchange) having an automatic call distribution function. 35-N for connecting to any of the terminals (vacant terminals), and the customer database 33 stores information about customers (such as the user of the mobile phone 2 that has delivered the e-mail as described above). The document database 34 includes, for example, Web page data of a URL (a document that guides a product or service) delivered to a customer by e-mail as described above, or a document for explaining the product or service. Is to be saved.

Then, CTI (Computer Telephony Inte
gration) server 32 is a function for realizing the CTI service, that is, incoming call information from the line network 4 (for example, outgoing telephone number information notified by a calling number notification or the like).
A function of identifying a customer who has received a call based on the customer information, extracting customer information of the customer from the customer database 33, and outputting the customer information to the operator terminal 35-i that is the call connection destination determined by the connection switching device 31 (customer information Discriminator 32b)
However, in this embodiment, in addition to this,
The document displayed on the called mobile phone 2 (viewed by the customer) is also specified, and the corresponding document (the same document or the corresponding explanatory document may be used).
Has been acquired from the document database 34 and output to the operator terminal 35-i.

This function is realized, for example, as follows. That is, different telephone number information is assigned to each document data that a customer browses by Internet browsing or the like, or an identification number (sub-address information) unique to a product or service guided by a URL-attached e-mail to the telephone number information of the center 3 And so on. This allows
When the mobile phone 2 calls the center 3, the CTI server 32 can recognize the URL accessed (browsed) by the customer from the called number or the subaddress information included in the called number. It is possible to know which product or service the incoming call is from the customer who accessed the URL.

Therefore, the CTI server 32 only needs to retrieve the same data as the Web page data of the URL browsed by the customer or the corresponding explanatory document from the document database 34. In other words, the CTI server 32 of the present embodiment, based on the incoming call information on the mobile phone 2 coming from the customer (the mobile phone 2 by the calling process on the mobile phone 2), calls the mobile phone 2 has a function as a display document determining unit (data determining unit) 32a for determining the document data being displayed on the display 25.

Further, each of the above operator terminals 35-i
Each have, for example, a screen pop-up function as a data output unit 35a, connect a call to a called customer (start a voice call), and
2 and the customer information and document data (CTI
Data corresponding to the document data determined by the server 32)
Can be displayed in a pop-up, whereby the operator can make a voice call with the customer while referring to the customer information and the document corresponding to the document being viewed by the calling customer.

Now, as described above, the operator terminal 35-i
In the above, even when responding to a customer while displaying document data corresponding to the document data being viewed by the customer (mobile phone 2), the displayed document on the mobile phone 2 side is limited by the display size restriction of the mobile phone 2 side. If the page extends over a plurality of pages, it is difficult for the operator terminal 35-i to recognize the display position on the mobile phone 2 (the page being viewed by the customer), and there is a possibility that a time loss may occur in the explanation of the document by voice call. is there.

To solve this, for example, the mobile phone 2
By sending the document data (page) being displayed as bitmap data or the like to the center 3 (operator terminal 35-i), a method of sending the document that the customer is browsing to the operator can be considered. As described above, the current mobile phone 2 cannot perform data communication during a voice call due to the limitation of the line speed.

Therefore, in the present embodiment, as described below, the push button (P
B) A method of notifying an operator of a document (display position) being displayed on the mobile phone 2 using sound. That is, for example, the document data amount (the number of characters, etc.) that can be displayed on the display 25 of the mobile phone 2 is set as one page, and an anchor tag (<a>)
The PB number of the mobile phone 2 (for example, PB number “1” on the first page, PB number “2” on the second page, etc.)
Is linked by a hyperlink. Thus, when the user presses an arbitrary PB number during document display, the displayed document moves to a page corresponding to the PB number.

For example, as shown in FIG. 4, the character string corresponding to the PB is set to "ACCESSKEY" = "1" to "4", and this is attached to the head of each page by a hyperlink (href). page1>lt; / a> ~ <a name=page4> l
t; / a> and link (<a href = # page1 ACCESSKE shown in FIG. 4)
Y = 1> 1 </a> page <br>). As a result, when the user presses the PB numbers “1”, “2”, “3”, “4”, the displayed document is changed to the page numbers “1”, “2”, “3” which are the hyperlink destinations of the PB numbers. "," 4 ".

The PB operation information at this time is transmitted as page (display position) movement operation information to the center 3 through the center radio unit 22 and the antenna unit 21 by the control unit 28 (movement operation information transmission unit 28c). In the center 3, the PB operation information is received as a PB sound, and the operator terminal 35-i detects this, so that the PB pressed by the customer can be confirmed, and the destination of the display position can be recognized.

For this reason, the operator terminal 3 of this embodiment
Each of 5-i is provided with a PB sound detection unit 35b as shown in FIG. 2, and when a PB sound is detected by the PB sound detection unit 35b during a voice call with a customer, It is possible to know to which page the customer has moved the displayed document, and to notify the operator of the destination of the customer's browsed document.

For example, if the same document as the browsing document of the customer is displayed on the display of the operator terminal 35-i, the corresponding portion in the document may be highlighted by reverse display or the like. It is also possible to display information such as "The page has been moved to the page" and to convey this to the operator by voice. Further, at this time, if the PB sound itself is output to the speaker or the headphone of the operator terminal 35-i, the operator presses the PB on the mobile phone 2, that is, the page moving operation is performed. It is also possible to confirm whether or not it has been fired.

Note that the PB sound may be generated in the mobile phone 2, but is usually not generated in the mobile phone 2 to reduce the size and power consumption of the mobile phone 2. An exchange or the like constituting the network 4 is generated by converting the PB operation information from the mobile phone 2 into a corresponding PB sound. That is, as shown in FIG. 3, for example, PB operation information on the mobile phone 2 (MS: Mobile Station) is transmitted as a PB control signal via the radio base station 41 to a central controller (CC) of the exchange 42. It is input to the PB sound transmission circuit 42b after being converted into corresponding dial number information by the CC 42a. As a result, the PB sound transmission circuit 42b generates a PB sound corresponding to the PB pressed by the mobile phone 2.

The PB sound is transmitted to the time division communication path (T
The DNW 42c is switched according to the control from the CC 42a, and is inserted (time-division multiplexed) into the audio data from the mobile phone 2 that has been code-converted by the code conversion device (CODEC) 42e of the audio processing device (SPE) 42d. And sent to the center 3 side, and finally the operator terminal 35-
The PB sound detection unit 35b of i will be detected.

The data in the data communication mode of the portable telephone 2 is transmitted via a data communication path 42g located below the voice communication path 42f in FIG. The data control on the exchange 42 side at this time is performed by a data service control circuit (DSCC) 42i. If the code conversion process for the data in the data communication mode is not performed on the mobile phone 2 side, the exchange 4
This is performed on the second side (the code conversion device 42h).

Hereinafter, the operation of the CRM system 1 according to the present embodiment configured as described above will be described more specifically. First, it is assumed that the customer (mobile phone 2) receives an e-mail linked to a URL such as a homepage for guiding products and services from the center 3 as shown in FIG. 5 (step S1 shown in FIG. 9). ). When the customer presses the browsing one-touch button, or directly inputs the URL and inquires about the URL, for example, as shown in FIG. 8, the Web page data linked with the telephone number information of the center 3 (in FIG. 8, Four pages of the display size of the mobile phone 2 are acquired (stored in the memory 23; steps S2 and S3 shown in FIG. 9).

The document data for one page is data having a size that can be displayed at one time on the display 25 of the mobile phone 2, and naturally depends on the display size of the mobile phone 2. For this reason, for example, the page size itself is set according to the maximum display size of the existing mobile phone 2, and the amount of information (the number of characters, image size, etc.) described in one page is set to the minimum display size of the existing mobile phone 2. Make settings accordingly. Thus, in the mobile phone 2 having a larger display size than the reference mobile phone 2 having the minimum display size, the number of pages (number) is fixed only by increasing blank portions other than the document.

Next, after the Internet browsing (after disconnection of the line), the customer, for example, as shown in FIG.
On the mobile phone 2, select the “offline browsing (browsing)” function from a menu screen or the like (screening unit 2).
As shown in FIG. 7, a list of documents stored in the memory 23 is displayed, and a document to be viewed is selected from the list (see a shaded portion 252).
As described above, the Web page data is called from the memory 23 and displayed on the display 25 in an off-line state. In this state, it is assumed that, for example, the customer selects the telephone number information portion of the center 3 linked to the Web page data and presses the communication (voice call) start one-touch button (transmit operation).

Then, in the mobile phone 2, this call-out operation is detected by the button input detection unit 27 as a "phone-to" operation (step A1 shown in FIG. 10), and the control unit 28
The calling process to the selected number (center 3) by the (calling control unit 28a) is executed (started) (step S shown in FIG. 9).
4, Step A2 shown in FIG. 10; outgoing call step). At this time, the document being displayed on the display 25 is stored in the memory 23.
(Step A3).

Thereafter, the control unit 28 (display control unit 28b)
Displays on the display 25 a display indicating a calling process when a call is being made and a display indicating a call process when a call is being made (step A4; calling state displaying step). The calling display at this time is realized by, for example, blinking the calling number as shown in FIG. In this case, it is possible to confirm whether or not the call to the center 3 is normally performed.
Erroneous operation can be prevented.

Next, the display state during transmission, or
After that, in a state where the connection with the center 3 is established, for example,
When the customer presses the one-touch button for switching the screen of the mobile phone 2, the button input is detected by the button input detection section 27 (step A5), and the control section 28 (display control section 2).
According to 8b), the acquired document stored in the memory 23 is redisplayed on the display 25 (step A6; redisplay step). In the present embodiment, it is assumed that the one-touch button for starting a call and the one-touch button for switching screens are prepared as different buttons.
The same button may be used for each of these button functions.

Further, the switching of the display screen to the previous display screen may not be performed manually by the customer as described above, and may be automatically performed when the connection with the center 3 is established, for example. That is, as shown in FIG. 11, when the connection with the center 3 is recognized by the control unit 28 during the above-mentioned transmission display (step A5 '), the display control unit 28b stores the previous display stored in the memory 23. The screen may be displayed again on the display 25 (step A6).

It should be noted that the connection with the center 3 has been established by a known signaling procedure.
The connection confirmation signal (C
ONNECTACK) is recognized when a signal corresponding to ONNECTACK is received. Further, the document (display screen) to be redisplayed (or parallel display described later) on the mobile phone 2 may be the screen displayed on the mobile phone 2 (viewed by the customer) immediately before calling, or may be automatically displayed. Alternatively, the screen may be switched to a specific screen such as the first page. At this time, if the display position on the operator terminal 35-i is set so as to be automatically moved to a specific position according to the same rule as that of the mobile phone 2 when the connection with the mobile phone 2 is established, the display position at the time of establishing the connection is established. The display positions are automatically synchronized with each other.

In the above example, the mobile phone 2
Is switched to the outgoing call display. For example, as shown in FIG. 13, the document display and the outgoing call display are executed in parallel (for example, by blinking an icon indicating that the outgoing call is being made while the document display is intact) (parallel display). Step). In this case, the customer can check the calling state while referring to the acquired document. In addition to preventing a wrong telephone call or erroneous operation, for example, the reference time of the document becomes slightly longer. Communication after the start of the call seems to be smoother. Further, a normal call display as shown in FIG. 12 may be performed during a call, and an icon indicating that the connection (call) is being made and a document may be displayed in parallel after connection is established, as shown in FIG.

At one center 3, as shown in FIG. 14, the connection switching device 31 monitors the presence or absence of an incoming call (incoming call) (NO route in step B1). (YE in step B1)
(S route), the connection switching device 31 notifies the CTI server 32 of the fact (step B2). CTI server 32
Receives this notification and recognizes the called number (step B3).

Then, the CTI server 32 determines the document being displayed on the mobile phone 2 by the display document determining unit 32a based on the recognized incoming call number, and the document corresponding to the document is stored in the document database 34. The document database 34 is searched to determine whether it exists or not (steps B4 and B5; data determination step). As a result, if the corresponding document exists in the document database 34 (step B5).
If the answer is YES), the connection switching device 31 determines the operator terminal 35-i to which the incoming call should be routed (connected) (step B6), and retrieves the corresponding document from the document database 34 (step B7).

The retrieved corresponding document is sent to the connection switching device 3
Sent to the operator terminal 35-i determined in step 1,
For example, as schematically shown in FIG. 17, the information is displayed on the display 350 of the operator terminal 35-i by a screen pop-up or the like (see reference numeral 352) (step B8 and step S5 shown in FIG. 9; data output step).

Thereafter, the connection switching device 31 connects the incoming call to the operator terminal 35-i (step B9), so that the operator, as schematically shown in FIG.
Referring to the document corresponding to the document that the incoming customer is browsing (displaying on the mobile phone 2), the communication with the customer is started (in response to an inquiry or order; step S6 shown in FIG. 9). ).

At this time, as shown in FIG. 17, on the display 350 of the operator terminal 35-i, information indicating that the incoming call is newly connected is displayed as a pop-up display as customer operation information ( 353). The operator terminal 3 shown in FIG.
The portion highlighted in black in 5-i (reference numeral 354)
Reference) corresponds to the document being displayed on the mobile phone 2 (that is, the page being viewed by the customer), assuming that the same document is displayed on the mobile phone 2 and the operator terminal 35-i. This indicates that the part is highlighted.

If the corresponding document does not exist in the document database 34 (NO in step B5), for example, the fact that the corresponding document does not exist is displayed on the operator terminal 35- by pop-up screen or the like.
i on the display or by voice notification to notify the operator (step B12), and connect the incoming call to the operator terminal 35-i (step B).
9).

Further, in the operator terminal 35-i, instead of displaying the corresponding document in a pop-up manner as described above (or in parallel with the display), for example, "This is a call for the file number XXXX-XXXXXX OOOOOO. "And the information on the corresponding document may be notified by voice to the operator. By the way, this center 3
When linked with the customer database 33 as described above, the customer information determination process is also performed in parallel with the above-described corresponding document determination process.

That is, as shown in FIG. 15, for example, as described above in steps B1 and B2, when the connection switching device 31 detects an incoming call and notifies the CTI server 32 of the fact, the CTI server 32 It is checked whether or not the incoming call information includes the outgoing number notification information (that is, the telephone number of the mobile phone 2) (step C1). Then, the customer is determined (identified) (step C2 from the YES route of step C1), and the customer database 33 is searched to determine whether the corresponding customer information exists in the customer database 33 (step C3).

As a result, if the corresponding customer information exists in the customer database 34 (YES in step C4), the CTI server 32 extracts the customer information from the customer database 34 (step C5), and The data is output to the operator terminal 35-i of the incoming connection destination determined by 31. And the operator terminal 3
In step 5-i, the customer information received from the CTI server 32 is displayed on the display 350 together with the corresponding document by a screen pop-up or the like as shown in FIG. 17 (see reference numeral 351; step C6).

As a result, the document corresponding to the document that the customer is browsing with the mobile phone 2 and the information about the customer are displayed on the display 350 of the operator terminal 35-i in parallel. By referring to such information, it is possible to respond to customers by telephone. If the mobile phone 2 is not set to the calling number notification, the customer is not determined (NO route of step C1). At this time, the fact may be displayed on the display 350 of the operator terminal 35-i, or the operator may be notified by voice. Also, in the customer database 33,
When there is no corresponding customer information (step C4
(NO at step C7), it may be displayed on the display 350 or a voice notification to the operator (step C7).

Next, as described above, the mobile phone 2 and the center 3
An example of a procedure for the operator to respond to the customer after the connection (voice call) with the customer is established will be described. First, according to the above-described processing procedure, for example, the operator terminal 35-i
Of the document corresponding to the document being displayed on the mobile phone 2 is displayed on the display of the mobile phone 2.
Suppose that the third page of the acquired document is to be described. In this case, the operator first states, "I will explain XX, so please press the 3rd push button."
And the customer is guided to move the page (step S7 shown in FIG. 9).

In response to this, when the customer presses the third push button of the mobile phone 2, the display screen of the mobile phone 2 moves to the third page of the acquired document as described above with reference to FIG. In the terminal 35b, the page moving operation information at this time is detected as a PB sound by the PB sound detecting unit 35b (YES route of step S8 shown in FIG. 9 and step B10 shown in FIG. 14; moving operation detecting step). This PB sound is notified to the screen pop-up function (software) 35a (step S shown in FIG. 9).
9), the screen pop-up software 35a
The display of the corresponding document on the operator terminal 35-i is made to correspond to the page display corresponding to the PB sound (step B11 shown in FIG. 14; display position notification step).

As a result, the operator confirms (understands) the browsing document position of the customer (step S10 shown in FIG. 9),
With the browsing document synchronized with the customer, for example,
The customer can easily recognize the explanation location, for example, "Please see the current page XXXXX" (step S11 shown in FIG. 9). At this time, in the operator terminal 35-i, for example, as shown schematically in FIG. 18, based on the detected PB sound, the movement of the browsing page of the customer is performed, such as “moved to page △△”. The destination (operation information) may be displayed (see reference numeral 353) or output as sound to notify the operator. Also,
The PB sound itself may be output (notified) to the operator for direct listening, so that the page movement operation by the customer may be notified in parallel.

In this way, for example, even though the operator instructs the user to press the third push button, the customer does not press the push button, or a different push button (eg, Even if the user pushes the second push button (steps S12 and S13 shown in FIG. 9), the operator can recognize it (step S14 shown in FIG. 9). ., Etc. (step S1 shown in FIG. 9).
5). In other words, erroneous synchronization of mutual reference documents is prevented,
More reliable synchronization of the reference documents can be realized.

As described above, according to the present embodiment, the portable telephone 2 and the operator terminal 35-i can make a voice call while displaying the same (or corresponding) document. Smooth communication can be achieved as compared to the case of only calling, and the mutual communication environment is greatly improved. Therefore, it is possible to eliminate the recognition gap between the operator and the customer (user), thereby shortening the response time to the customer,
As a result, it is possible to reduce the number of operators and reduce labor costs.

Particularly, in the present embodiment, the center 3 detects a page moving operation on the document being displayed on the mobile phone 2 using the PB sound, and displays the document on the mobile phone 2 corresponding to the moving operation. Since the position is notified to the operator, the operator can always know which part of the acquired document the customer is currently referring to,
Synchronization of mutual reference documents can be easily achieved. Therefore, mutual communication can be performed more smoothly.

(B) Description of Modified Example of Center 3 The configuration of the center 3 is similar to that of the above-described example.
2 has a configuration in which the document database 34 is collectively managed,
There are several possibilities depending on the storage format of the document. First, the operator terminal 35-i itself stores documents and customer information. That is, for example, FIG.
As shown in FIG. 9, each of the operator terminals 35-i stores a mini-document database 36-
i is managed. In this case, in the document / customer database 37 managed by the CTI server 32, for example, only partial items such as file names and codes of documents and customer information stored in each mini-document database 36-i are stored. .

Thus, for example, the CTI server 32
Determines whether the file name of the corresponding document or customer information exists in the document / customer database 37 based on the incoming information, and if it exists, sends the file name of the corresponding document or customer information to the operator terminal 35-i. And the operator terminal 35
At -i, a document or customer information corresponding to the file name is retrieved from the mini-document database 36-i and displayed.

In this embodiment, a document handled by the operator terminal 35-i is restricted.
There is an advantage that there is no access between i and the document / customer database 37, and high-speed processing is possible. It should be noted that the correspondence document and the customer information determination process are also performed by the CTI server 3.
2, it may be performed at each operator terminal 35-i. By doing so, the connection switching device 31
Then, only the connection switching to the operator terminal 35-i needs to be performed. In the configuration shown in FIG. 19, only the frequently used documents and customer information are stored in the mini-document database 36-i, and the infrequently used documents and customer information are managed as a common document database. You may do so.

The processing in the center 3 in this case is performed, for example, according to the procedure shown in FIG. That is, the connection switching device 31
Determines the operator terminal 35-i to be connected (step B6), in this case, the CTI server 32 notifies the operator terminal 35-i of the file name (or code) of the determined document or customer information ( Step B1
3). The procedure until the connection switching device 31 determines the operator terminal 35-i to be connected is the same as the procedure described above with reference to FIG.

The operator terminal 35-i receiving this notification
Is stored in the mini-document database 36 managed by itself.
It is determined whether there is a document or customer information of the file name (code) notified from the I server 32 (step B1).
4) If it exists, the document or customer information is displayed on the display (YES route from step B15 to step B17). If it does not exist, the database 37 managed by the CTI server 32 is accessed and the corresponding document or customer Retrieve information (if any; step B
From the NO route of No. 15, step B16), it is displayed on the display (step B17).

Thereafter, the connection switching device 31 connects the incoming call to the operator terminal 35-i (step B18), and thereafter, the display position is synchronized with the PB sound as in steps B10 and B11 described above with reference to FIG. Done. As a second configuration, the operator terminal 35-i does not hold any document or customer information, and the operator terminal 35-i stores the document database 34 managed by the CTI server 32.
Or a form connected so that the customer database 33 can be accessed. In this case, the CTI
The server 32 determines whether the corresponding document or customer information exists in the document database 34 or the customer database 33, sends the file name (or code, etc.) of the document or customer information to the operator terminal 35-i, The terminal 35-i accesses the document database 34 and the customer database 33, respectively, and acquires and displays corresponding documents and customer information.

In this embodiment, the number of documents that can be handled by one operator terminal 35-i is larger than that of the above embodiment, so that a large number of customers can be handled by a small number of operator terminals 35-i. Also in this case, the connection switching device 31 simply switches the connection to the operator terminal 35-i, and performs the corresponding document and customer information determination processing in the operator terminal 35-i. It is also possible to access the customer database 33 independently.

In the above-described example, the connection switching device 31
Automatically switches the connection to the operator terminal 35-i. However, when the exchange performs the role of the connection switching device 31 in its primordial manner and relays the incoming call to the operator, the exchange itself can handle correspondence documents and customer information. Is confirmed, the operator is notified that "This is a telephone call regarding xxxxxx", and the operator may manually display the corresponding document and customer information on the display.

(C) Others In the example described above, the case where the document display position is moved in page units by the push button operation on the mobile phone 2 has been described. However, the document display position may be moved in line units. However, in this case, since the display size is different for each maker or model of the mobile phone 2 (the number of characters that can be displayed on one screen is different), the center 3 (operator terminal 35-i) sets the display position according to this. You have to move.

That is, it is necessary to know the maker information and the model information of the mobile phone 2. In order to know this, for example, the manufacturer and model of the mobile phone 2 used by the customer are registered in advance, and a method of specifying using the calling number notification from the mobile phone 2 is used. A method of having the customer perform a push button operation for specifying the model is conceivable.

In the above example, the case where the mobile phone 2 is applied as the wireless terminal and the call (customer) center 3 is applied as the information providing device has been described. However, the wireless terminal may be a portable terminal such as a PDA, The information providing apparatus is not limited to the center 3 but may be a telephone terminal having a display function such as a videophone, a mobile phone or a PDA (however, the PDA allows voice communication).

The present invention is not limited to the above-described embodiments, and may be variously modified and implemented without departing from the spirit of the present invention.

[0078]

As described in detail above, according to the present invention,
In the wireless terminal, after a call is made to the information providing device by a transmission operation to the telephone number information for the information providing device attached to the cache data, the data display unit is in the display state of the data, while the information providing device Based on the incoming call information received from the wireless terminal, the data being displayed on the wireless terminal is determined, and the data corresponding to the data is output, so that the voice while referring to the corresponding data is output. Calls can be made. Therefore, smooth communication can be achieved as compared with the case of only voice communication, and the mutual communication environment is greatly improved.
7).

Here, the above-mentioned wireless terminal (data display unit)
Then, after the calling process is executed (started), the calling status may be displayed, and then the data may be displayed again, or the calling status display and the data display may be executed in parallel. In the former case, it is possible to confirm whether or not the call to the information providing apparatus is normally performed, so that it is possible to prevent, for example, a mistake in making a call or an erroneous operation of the wireless terminal (claim 3). . On the other hand, in the latter case, since the state of the call can be confirmed while referring to the data, in addition to the above, the data reference time becomes slightly longer to enable smoother communication with the information providing device. 4).

Further, in the above information providing apparatus, it is detected that a display position moving operation has been performed on the data being displayed on the wireless terminal, and a data display position on the wireless terminal corresponding to the display position moving operation is notified. If you do
On the information providing device side, since the user of the wireless terminal can always grasp which part of the data is currently being referenced, it is possible to easily synchronize the mutual reference data, Further, mutual communication can be performed smoothly (claim 5).

At this time, if the notification of the display position moving operation is performed together with the notification of the data display position, the information providing apparatus can provide
Since it is also possible to confirm whether or not the display position moving operation itself has been performed in the wireless terminal, erroneous synchronization of mutual reference data can be prevented, and more reliable synchronization of reference data can be realized. Item 6).

[Brief description of the drawings]

FIG. 1 is a block diagram for explaining an outline of a CRM system (voice call / data display cooperation system) as one embodiment of the present invention.

FIG. 2 is a block diagram illustrating a configuration of a CRM system as one embodiment of the present invention.

FIG. 3 is a block diagram showing a configuration focusing on a radio base station and a switch constituting the circuit network shown in FIG. 2;

FIG. 4 is a diagram illustrating an example of document data in HTML format for a mobile phone according to the embodiment;

FIG. 5 is a view showing an example of a display screen of an e-mail received by the mobile phone of the embodiment.

FIG. 6 is a diagram showing an example of a menu screen on the mobile phone of the embodiment.

FIG. 7 is a diagram illustrating a display example of a stored document list on the mobile phone according to the embodiment.

FIG. 8 is a diagram illustrating an example of a document acquired by the mobile phone according to the embodiment through Internet browsing.

FIG. 9 is a sequence diagram for explaining the operation of the CRM system according to the embodiment.

FIG. 10 is a flowchart illustrating the operation of the mobile phone according to the embodiment.

FIG. 11 is a flowchart for explaining a modification of the operation shown in FIG. 10;

FIG. 12 is a diagram showing an example of a call display screen of the mobile phone according to the embodiment.

FIG. 13 is a diagram showing an example of a call display screen of the mobile phone according to the embodiment.

FIG. 14 is a flowchart for explaining the operation of the customer center of the embodiment.

FIG. 15 is a flowchart for explaining the operation of the customer center of the embodiment.

FIG. 16 is a schematic diagram for explaining the operation of the CRM system according to the present embodiment.

FIG. 17 is a diagram showing a screen display example of an operator terminal in the customer center of the embodiment.

FIG. 18 is a diagram illustrating a screen display example of an operator terminal in the customer center of the embodiment.

FIG. 19 is a diagram showing a modification of the customer center of the embodiment.

FIG. 20 is a flowchart illustrating an operation of a customer center as a modification of the present embodiment.

[Explanation of symbols]

1 CRM System (Voice Call / Data Display Cooperation System) 2 Cellular Phone (Wireless Terminal) 3 Customer (Call) Center (Information Providing Device) 4 Network 21 Antenna 22 Radio 23 Memory 24 Browser Control 25 Display (Data Display) Unit) 26 voice input / output unit 27 button input detection unit 27a transmission operation detection unit 27b mobile operation detection unit 28 control unit 28a call control unit 28b display control unit 28c mobile operation information transmission unit 31 connection switching device 32 CTI server 32a display document Discriminator (Data discriminator) 32b Customer information discriminator 33 Customer database 34 Document database 35-1 to 35-N Operator terminal 35a Screen pop-up function (data output unit) 35b PB sound detector 36-1 to 36-N Mini document Database 37 Customers / Documents Database 41 Wireless base station 42 Switch 42a Central control unit (CC) 42b PB sound transmission circuit 42c Time division communication path (TDNW) 42d Audio processing unit (SPE) 42e, 42h Code conversion unit (CODEC) 42f Audio communication path 42g Data communication Road 42i Data Service Control Circuit (DSCC) 350 Display

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Masayuki Hirose 4-1-1, Kamidadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture Inside Fujitsu Limited (72) Kenji Nakamura 4-1-1 Kamikadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture No. 1 Inside Fujitsu Limited (72) Inventor Keizo Nishi 6-19-12, Karigaoka, Hirakata-shi, Osaka (72) Inventor Muneshi Tsujibayashi 379-3 Shimomiyacho, Izumi-shi, Osaka F-term (reference) 5E501 AA04 BA20 CA04 CB15 5K015 AA06 AB01 GA01 5K027 AA11 BB01 EE03 EE11 FF01 FF22 HH21 5K067 AA34 BB04 DD15 DD23 EE02 EE10 FF02 FF23 5K101 KK02 KK16 KK17 LL12 MM07 NN18 NN21 PP03

Claims (7)

[Claims] 1. A voice call / data display coordination system comprising a wireless terminal having a voice call function and a data display unit, and an information providing device capable of making a voice call with the wireless terminal, wherein the wireless terminal comprises: A memory capable of storing data with telephone number information attached to the information providing apparatus, a data display unit for displaying the data stored in the memory, and a data display unit for attaching the data displayed on the data display unit A transmitting operation detecting unit for detecting a transmitting operation to the telephone number information being performed, and when the transmitting operation detecting unit detects the transmitting operation, the information is transmitted to establish a voice call with the information providing apparatus. A call control unit for calling the providing device; and a display control unit for controlling the data display unit to a display state of the data after the call processing by the call control unit is started. The wireless terminal A data discriminating unit for discriminating data being displayed on the data display unit of the wireless terminal based on incoming call information about the wireless terminal that is received from the wireless terminal by the calling process by the calling control unit; And a data output unit for outputting data corresponding to the data determined by the data determination unit. 2. A voice call / data display coordination system comprising a wireless terminal having a voice call function and a data display unit, and an information providing device capable of making a voice call with the wireless terminal, wherein the wireless terminal comprises: A calling step of making a call to the information providing apparatus to establish a voice call with the information providing apparatus by a transmission operation to the telephone number information of the information providing apparatus attached to the data being displayed on the data display unit; And a display step of controlling the data display section to display the data after the start of the calling step, and the information providing apparatus receives a call from the wireless terminal in the calling step. A determination step of determining data being displayed on the wireless terminal based on the incoming call information about the wireless terminal; and a data for outputting data corresponding to the data determined in the determination step. A voice output / data display linking method comprising a data output step. 3. A calling state displaying step for displaying a calling state when the calling step is started, and a calling state according to the calling state displaying step. 3. The voice call / data display cooperation method according to claim 2, further comprising a re-display step of re-displaying the data after the display. 4. The method according to claim 1, wherein the display step in the wireless terminal includes a parallel display step of executing a calling state display and a display of the data in parallel when the calling step is started. 3. The voice call / data display cooperation method according to claim 2, wherein: 5. A moving operation detecting step of detecting that a display position moving operation has been performed on data being displayed on the wireless terminal, and a display position moving operation detected by the moving operation detecting step. 3. A voice call / data display coordination method according to claim 2, further comprising a display position notification step of notifying a data display position on said wireless terminal corresponding to (i). 6. The voice call / data display according to claim 5, wherein said display position notifying step includes notifying said data display position and notifying that said display position moving operation has been performed. Cooperation method. 7. A method according to claim 1, wherein the data is displayed on the data display unit of the wireless terminal based on incoming call information received from the wireless terminal by calling processing in the wireless terminal having a voice call function and a data display unit. Information for a voice call / data display cooperative system, comprising: a data discriminating unit for discriminating the data of the above; and a data output unit for outputting data corresponding to the data discriminated by the data discriminating unit. Providing device.