JP2005101812A - Telephone transmission system and telephone transmission method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone transmission system which can reduce a call charge rate by connecting to an appropriate IP network when a calling counterparty destination is an IP telephone service user in a telephone transmission business, and to provide a telephone transmission method. <P>SOLUTION: The telephone transmission system S includes a transceiver 50, a PBX 30 arranged between an internal line 71 and a plurality of external lines 72 to switch the line, a plurality of G/W 40 connected to the IP network 200, a server 10 for controlling switching of the PBX 30, and a database storage unit 20. The database storage unit 20 stores an IP telephone number designation information table 27 registered with an provider designating number. The server 10 has a function of selecting the IP network 200 corresponding to the provider designating number included in a telephone number of the calling counterparty designation from the table 27, and a function of transmitting the telephone through the selected IP network 200. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a telephone call system and a telephone call method, and in particular, using an IP telephone service using voice over IP (VoIP) technology for transmitting a digitized and packetized voice signal over an IP network, The present invention relates to a telephone transmission system and a telephone transmission method for performing telephone marketing and performing operations such as telemarketing and claim receivables.

  2. Description of the Related Art Conventionally, there is known a call center in which an operator performs customer service counter operations such as marketing and bond demand by telephone. Call centers use CTI (Computer Telephony Integration) technology that links computers and private branch exchanges in order to improve business efficiency and efficiency. In addition, presentation to an operator is performed (see, for example, Patent Document 1).

  Patent Document 1 describes a call center system, which stores a private branch exchange (PBX) connected to a public telephone line network, a server used as an information processing apparatus for a call center, customer information, and the like. A database storage device, a plurality of terminals used by an operator, and a LAN for connecting the terminal and the database storage device to a server. Each terminal is provided with a personal computer (PC) and a telephone, the PC is connected to the server via the LAN, and the telephone is connected to the PBX.

  This server has a CTI function, and handles incoming calls to the call center (inbound calls) and outgoing calls from the call center to customers (outbound calls). In the telephone call processing, the server sends the customer's telephone number to be transmitted based on the customer information stored in the database storage device to the terminal, and the terminal accesses the database storage device based on the received telephone number to obtain the customer information. It can be displayed on the screen of the readout PC. Then, the PC instructed to make a call from the server transmits the telephone number to the telephone and instructs the call to make a call to the customer.

JP 2003-78621 A (page 4-7, FIG. 1)

  In the call center as described above, the call center bears the telephone fee for the outbound call, and the call center bears the telephone fee by adopting the free phone system for the inbound call. Here, the telephone fee accounts for about 15% of the operating cost of the call center, and if the telephone fee can be reduced, it can greatly contribute to the cost reduction of the call center. However, it is almost impossible to achieve significant cost reduction for inbound calls. Even for outbound calls, it may be possible to reduce the telephone charges slightly by shortening the communication time for communication between general subscriber telephones or by selecting a telephone company as appropriate. , Telephone charges could not be significantly reduced.

  In recent years, IP telephones have spread to the general public due to the development of IP network technology. In the conventional IP telephone service, a telephone number is not allocated to an IP telephone terminal, so even if a call is made from a general subscriber telephone to an IP telephone terminal, the IP telephone terminal cannot receive the call as it is. However, since the Ministry of Internal Affairs and Communications has designated the same telephone number (“050-XXXXXX”) as that of a general subscriber telephone for the IP telephone service, such a problem has been almost solved. Here, of the IP phone number, the four-digit number following “050” (“XXX”, hereinafter referred to as “provider designated number”) is designated by the IP phone operator. Thus, it is possible to determine from which operator's IP line network the IP telephone service is used from this operator-specified number.

  Currently, the IP telephone service is provided by a service provider that provides an Internet connection service. This service provider uses a line provided by a line provider to connect to an IP line network owned by an IP telephone company.

  The merit of the IP telephone service is that the telephone charge is extremely low. However, telephone charges are extremely low when calls are made between users in the same service provider or affiliated group. In other words, if both the caller and the callee use the IP phone service provided by the service provider using the same operator's IP line network or the service provider of the affiliated group, the telephone fee will be charged. It will be extremely inexpensive.

Therefore, if the calling party uses an IP telephone service, the telephone charges can be kept extremely low if an outbound call can be made using the IP line network used in the IP telephone service. It is possible to reduce the cost for the call center.
However, when the IP telephone service provided by a service provider whose source and destination are different or a service provider of a different affiliate group is used, the telephone charge is not cheap.

  Therefore, even if the call destination is a user of a specific IP phone service in the call origination service, the IP line network of the carrier used for the IP phone service used by the call source is the call partner. In the case where it is different from the IP line network of the business operator used for the IP telephone service used previously, there has been a problem that the telephone charge cannot be reduced.

  In view of the above problems, an object of the present invention is to reduce a call charge by connecting to an appropriate IP line network when a telephone call partner is a user of an IP telephone service in a telephone call service. An object is to provide a telephone call system and a telephone call method.

  According to the present invention, the subject is a handset connected to an internal line, a telephone exchange unit that is disposed between the internal line and a plurality of external lines and performs switching between the external line and the internal line, A plurality of media gateways disposed between each external line and an IP line network corresponding to the external line, a control unit that controls switching of the telephone exchange unit, and data that stores data regarding a telephone call And an identification number information table in which identification numbers assigned to the respective IP line networks are registered in the data storage unit. And the control unit selects, based on the identification number information table, a line selection function for selecting an IP line network corresponding to the identification number from the identification number included in the telephone number of the telephone call partner; A transmission processing function initiating a call via the selected IP network relative to the call destination is solved by having.

  As described above, in the telephone call system according to the present invention, the lines on the handset side and the plurality of IP line network sides are connected to be switched by the telephone switching unit, and further control for controlling switching of the telephone switching unit. And a data storage unit for storing an identification number information table in which an identification number assigned to each IP network is registered. Then, the control unit automatically selects an IP line network corresponding to the identification number included in the telephone number of the callee from the identification number information table when making a call, and the selected line selection function. And a transmission processing function for making a telephone call via the IP line network.

  With such a configuration, in the telephone call system according to the present invention, the IP line network used by the service provider receiving the service is determined and selected based on the telephone number of the call destination, and the IP It is possible to make a call with a telephone call partner by an IP telephone service directly via a line network. Therefore, since it is possible to make a call by IP telephone service using the same IP line network, the call charge is extremely low without adding another line connection charge, and the cost for the call origination work is greatly reduced. can do.

  In addition, a plurality of handsets are connected to the telephone exchange unit via the internal line, and the control unit sends an outgoing call that has been answered among outgoing calls to a call destination to the plurality of handsets. In order to make a call connection to any of the above, it is possible to send a control signal to the telephone exchange unit to connect the external line and the internal line.

  The present invention also provides a handset connected to an internal line, a handset connected to the internal line, and the internal line and the IP line network disposed between the internal line and a plurality of IP line networks. A telephone call system comprising: a switch unit that performs switching; a control unit that controls switching of the switch unit; and a data storage unit that stores data regarding a telephone call, wherein the data storage unit includes a telephone An identification number information table that stores a part of the number and an identification number assigned to each IP line network is stored, and the control unit is configured to call a call destination party based on the identification number information table. A line selection function for selecting an IP line network corresponding to the identification number from the identification number included in the telephone number, and a transmission process for making a telephone call to the call destination via the selected IP line network Functionality and can be a telephone call system with.

  As described above, in the telephone call system according to the present invention, the lines on the handset side and the plurality of IP line network sides are connected so as to be switchable by the switch part, and further, the control part for controlling the switching of the switch part, And a data storage unit for storing an identification number information table in which an identification number assigned corresponding to each IP line network is registered. Then, the control unit automatically selects an IP line network corresponding to the identification number included in the telephone number of the callee from the identification number information table when making a call, and the selected line selection function. And a transmission processing function for making a telephone call via the IP line network.

  Even in this configuration, the IP line network used by the service provider receiving the service is selected from the telephone number of the call destination, and the IP phone service is directly connected via the IP line network. It is possible to make a call with a telephone call partner, and the call charge becomes extremely low without adding other line connection charges, and the cost for the telephone call service can be greatly reduced.

In addition, a plurality of handsets are connected to the switch unit via the internal line, and the control unit sends outgoing calls that have been answered among outgoing calls to the call destination to the plurality of handsets. In order to make a call connection to any one of them, a control signal can be sent to the switch unit to connect the selected IP line network and an internal line.
Moreover, the telephone call system of the present invention can be applied to a call center by arranging at least the control unit in the call center.

  Further, according to the present invention, there is provided a telephone call method for making a call from a telephone call means capable of making a call via a plurality of IP line networks to a call destination, wherein the telephone number of the call destination is A selection step of selecting an IP line network corresponding to the identification number by recognizing an identification number assigned to each of the IP line networks and forming a part of the telephone number; And a transmission step of making a telephone call to the call destination via the IP line network.

  As described above, according to the telephone call method of the present invention, the telephone number of the call destination is read, and a part of the read telephone number is formed, and the identification number assigned corresponding to each IP line network is recognized. In addition, since the IP line network associated with the identification number is selected and the telephone call is made through the selected IP line network, the call provider uses the service provider who is receiving the service. Calls can be made directly by the IP telephone service via the IP line network, and no line connection fee is charged through other lines, so that the call charge can be kept extremely low.

  Further, the present invention is a telephone call method for making a call from a telephone call means capable of making a call via a plurality of IP line networks to a call destination, a reading step of reading the call destination phone number; A determination step of determining that the telephone number includes an IP telephone identification number that can be identified as an IP telephone number; and when the telephone number includes an IP telephone identification number, the telephone number A selection step of recognizing an identification number assigned corresponding to each IP network and selecting an IP network corresponding to the identification number; and via the selected IP network It is possible to provide a telephone transmission method including a transmission step of making a telephone call to a call destination.

In this way, in the present invention, it is determined whether or not the telephone number of the telephone call destination includes an IP telephone identification number that can be identified as an IP telephone number, and the telephone number is the IP telephone number. If there is, the corresponding IP telephone network is selected from the identification number included in the telephone number, and the telephone call is made through the selected IP line network. As a result, even if the calling party does not use the IP telephone service, the telephone call is made via the predetermined IP line network, so the call charge can be kept low. In addition, when the callee uses the IP phone service, the call is made through the same IP line network as the callee uses, so the call charge is further reduced. Can be suppressed.
Further, as a result of the determination step, when the IP telephone identification number is not included in the telephone number, a step of making a telephone call through a predetermined IP line network can be performed. In this way, even if the calling party does not use the IP phone service, the call charge can be reduced by using the IP phone service via the predetermined IP line network for outgoing calls from the caller. It becomes possible to do.

  According to the telephone call system and the telephone call method of the present invention, when a call destination is a user of an IP telephone service, an appropriate IP line network is selected from the telephone number of the call destination. Thus, the call charge can be greatly reduced by making a telephone call through the selected IP line network.

  Hereinafter, an embodiment of the present invention will be described with reference to the drawings. Note that the processing steps, arrangements, and the like described below do not limit the present invention and can be variously modified within the scope of the gist of the present invention. 1 is an explanatory diagram of a telephone call system, FIG. 2 is a configuration diagram of a server, FIG. 3 is an explanatory diagram of a server function, FIG. 4 is an explanatory diagram of a database storage device, FIG. 5 is an explanatory diagram of a customer database, and FIG. FIG. 7 is an explanatory diagram of the reception status information table, FIG. 8 is an explanatory diagram of the IP telephone number designation information table, FIG. 9 is a flowchart of the outgoing schedule information table creation processing, and FIG. 10 is a flowchart of the outgoing processing. FIG. 11 is a flowchart of the line selection process. FIG. 12 is an explanatory diagram of a telephone call system according to another embodiment.

  An example in which the telephone call system S of the present invention is applied to a call center F is shown. The telephone call system S of the present embodiment includes a server 10 as a control unit having a CTI function, a database storage device 20 as a data storage unit connected to the server 10 and storing a customer database 21 and the like, an internal line 71, A telephone exchange (PBX) 30 serving as a telephone exchange unit disposed between the external line 72 on the external line (public telephone line network 100, IP line network 200) side and switching the line, the IP line network 200, and the external line 72, a media gateway (G / W) 40 disposed between the PBX 30 and a plurality of handsets 50 used by an operator connected to the PBX 30 and the server 10 And an operator terminal 60 connected via a LAN 70. The telephone call system S can perform a general call through the public telephone line network (PSTN) 100 and a call by an IP telephone through the IP line network 200. The call center F corresponds to a telephone call means.

  Server 10 handles inbound and outbound calls. The server 10 has a function to provide outgoing call information, a transmission / reception processing function, and a customer information providing function and a line selection function provided in association with the transmission / reception processing function (see FIG. 3). The server 10 is configured by a computer such as a workstation, for example, and stores a CPU 11 for controlling the above functions and the like, various programs for providing these functions, an operating system, information on business, and the like as shown in FIG. A storage unit 12 used as a working memory, an interface 13 for connecting to the LAN 70, an input unit 14 such as a mouse / keyboard, a display unit 15 such as a monitor, and the like are provided.

  As shown in FIG. 4, the database storage device 20 stores information such as a customer database 21, an outgoing schedule information table 23, an acceptance status information table 25, an IP telephone number designation information table 27, and the like. In the customer database 21, personal information about each customer is registered as shown in FIG. In the customer database 21, for example, a customer's telephone number is registered in addition to information such as customer code, name, address, place of work, date of birth, and sex, which is information for identifying the customer.

  The transmission schedule information table 23 is generated based on a transmission schedule information generation function of the server 10 described later. As shown in FIG. 6, the outgoing call schedule information table 23 includes the customer code of the call partner, outgoing call contents, telephone numbers, etc., and is generated for each outgoing call contents. Here, in the contents of the transmission work, a work number for distinguishing the work is described. The business number is assigned to each business such as information provision to customers, telephone sales, demand for claims, collection of questionnaires, and the like.

  The reception status information table 25 is used when the server 10 determines the usage status of the handset 50 of the operator and routes the call connection to the customer to the handset 50. In the acceptance status information table 25, as shown in FIG. 7, an operator number for identifying the handset 50 of each operator, an acceptable state flag indicating whether each handset 50 is acceptable, and the operator The information includes information related to the content of the transmission work in charge, information related to the handset 50 and the operator terminal 60, and the like. When the acceptance status flag is “ON”, it indicates that the line connection to the operator's handset 50 is possible, and when it is “OFF”, the operator's handset 50 has already been connected to the line. Or indicates that you are not in business. As will be described later, the server 10 refers to the reception status information table 25 during the transmission process based on the transmission schedule information table 23, the reception status flag is “OFF”, and the transmission work content is An operator that matches the contents of the transmission work in the transmission schedule information table 23 is selected, and processing is performed so as to connect the line.

  The IP telephone number designation information table 27 as an identification number information table is a data table used when determining which IP line network 200 is selected when the server 10 performs a calling process toward a customer. The four-digit number following the first three digits (“050”) of the IP telephone number is a business operator designated number as an identification number, and this business operator designated number is a number designated by the business operator. In the IP telephone number specification information table 27, as shown in FIG. 8, the IP line network 200 of the business operator designated by the business operator designation number is designated and registered in association with the business operator designated number. In other words, the carrier designated number is assigned corresponding to each IP line network 200, and the IP line network 200 used when providing the IP telephone service from the carrier designated number of the IP telephone number. Can be identified. Based on the IP telephone number designation information table 27, for example, when the operator designation number is “1000”, the IP line network 200A is selected.

  The PBX 30 has a line switching function, and a switch (not shown) that connects between the external line 72 on the public telephone line network 100 and the IP line network 200 side and the internal line 71 to which the handset 50 is connected. The circuit includes a control unit that controls the switch circuit based on a control signal from the server 10, and the like.

  The G / W 40 is for connecting a telephone voice network to the IP line network 200. The G / W 40 converts a voice signal from the PBX 30 into an IP packet, and converts the IP packet from the IP line network 200 into a voice signal. It has a function to convert.

  A plurality of handsets 50 are connected to the PBX 30. Connected to the handset 50 is a headset 51 that an operator wears to perform work. A plurality of operator terminals 60 are provided corresponding to each handset 50. The operator terminal 60 is constituted by a personal computer and is connected to the server 10 via the LAN 70. The operator terminal 60 displays customer information transmitted from the server 10 on the screen when the operator uses the handset 50 to make a call with the customer. The operator can work while looking at the customer information on the screen, and can update the customer information by inputting information from a keyboard or the like as necessary. The handset 50 and the operator terminal 60 are recognized by the server 10 corresponding to the operator number.

  Next, processing for making a call from the telephone call system S to the customer will be described. In the telephone call system S, as described above, it is possible to make a call to a general subscriber telephone via the public telephone line network 100, and to a so-called IP telephone or a general subscriber telephone via the IP line network 200. It is also possible to make a call. However, in the telephone call service, a call is made exclusively via the IP line network 200. Usually, the telephone number of a general subscriber telephone is a 10-digit number starting with an area code such as “03” in the Tokyo area and “06” in the Osaka area. When calling to the outside of the city, a 10-digit number including the area code is dialed, but when calling to the city, a number of 8 digits or less excluding the area code is dialed.

  On the other hand, the telephone number of the IP phone is represented by an 11-digit number indicated by “050-XXXXXX”. That is, the IP telephone number is an 11-digit number starting from “050” which is an identification number (IP telephone identification number) for identifying the IP telephone number. Therefore, by looking at the first three digits dialed, it can be determined whether the call is going to the IP phone or the general subscriber phone. Further, the 4-digit operator designation number following “050” is designated for each operator as shown in FIG. For example, if the operator designation number is “2525”, it can be determined that the number is designated for the D company. Then, it can be seen that the customer having the telephone number with the operator designation number “2525” subscribes to the IP telephone service provided by the service provider using the IP line network 200D of company D.

  As shown in FIG. 1, in the telephone call system S according to the present embodiment, an IP line network 200 possessed by a plurality of businesses that have been designated with an IP telephone number starting with an IP telephone identification number (for example, “050”) / W40 is connected. Then, in the telephone call system S, it is determined whether the customer's telephone number is a general subscriber telephone number or an IP telephone number, and when the customer's telephone number is a general subscriber telephone number, any IP A call is made via the network 200, and when the customer's telephone number is an IP telephone number, the IP line network 200 corresponding to the number is selected and sent via the IP line network 200. ing. Thereby, according to the telephone transmission system S, it is possible to enjoy the merit of the IP telephone service such as a low telephone charge and reduce the operating cost of the call center F.

  Specifically, when calling through the conventional public telephone line network 100, for example, a call charge of 8.5 yen / 3 minutes (daytime) is charged for a local call, and several tens of yen / 3 for a long distance call. Minutes (for example, 70 yen / 3 minutes for over 100 km outside the prefecture) was charged. On the other hand, according to the telephone call system S of the present invention, when making a call to a general subscriber telephone customer, the call is sent to one of the IP line networks 200, whereby the public telephone line network is connected via the gateway. Since the call is connected to the customer's phone so that the call can be made, the call charge is only for use of the public telephone line network and is about 8 yen / 3 minutes. In addition, when a call is made to an IP telephone customer, the call can be made through the same IP line network 200 as the IP line network 200 used by the customer, so the call charge is free. In the call center F, thousands to tens of thousands of calls are made per day. By applying the phone call system S of the present invention, the cost of the phone charges can be greatly reduced. Thereby, the operation cost of the call center F can be significantly reduced.

  However, the telephone charge for a call through the IP line network 200 is extremely low when the IP line network 200 used by the call source and the call destination is the same as described above. Even if the call destination is an IP phone and the call is made using the IP phone number, the call charge will not be low unless the IP line network 200 used by the call destination is selected and sent. . That is, when the IP line network 200 is appropriately selected and a call is made only through the same IP line network 200, the call charge is free. However, if the call originator mistakenly makes a call to the IP line network 200 that is not used by the call destination, the IP of the call destination is sent from the IP line network 200 via the public telephone line network 100. It is connected to a telephone, is connected from the public telephone line network 100 via the IP line network 200 used by the call destination, or is refused in the middle. For this reason, a line connection fee is added along the way, and the call charge is not low. In order to avoid such inconvenience, the telephone call system S according to the present embodiment is configured such that an appropriate IP line network 200 is selected based on the telephone number of the IP telephone of the telephone call partner.

First, the administrator of the call center F performs transmission schedule information generation processing for the work performed by the operator using the transmission schedule information generation function of the server 10. Specifically, as shown in FIG. 9, the business number assigned to the provision of specific information and sales of specific products from the business of providing information to customers, telephone sales, demand for claims, collecting questionnaires, etc. Is input from the input unit 14 of the server 10, and the server 10 receives the business number (step S11).
Next, the customer database 21 in the database storage device 20 is designated from the input unit 14 of the server 10, and the server 10 accepts the designation of the customer making a call to the selected business number (step S12). By this designation, the server 10 creates the outgoing call schedule information table 23 by associating the customer code, telephone number, etc. with the business number, and registers it in the database storage device 20 (step S13). A plurality of transmission schedule information tables 23 are registered for each business number. The operator is assigned a task in charge according to the task number.

  The server 10 performs transmission processing based on the registered outgoing schedule information table 23. The processing procedure of the transmission function according to the present invention among the transmission / reception functions of the server 10 will be described. As shown in FIG. 10, first, when the transmission processing program is activated, the server 10 accesses the registered outgoing schedule information table 23, selects one customer from unsent customers, and selects the customer's The customer code, the contents of the transmission work, the telephone number, etc. are read (step S21). When the customer information to be transmitted is read, as a line selection function, the server 10 is connected to the handset of the call destination from the IP network 200 based on the read telephone number, and the call destination is connected to the IP telephone service. An appropriate line that has been received is selected (step S22; line selection process).

  Specifically, in the line selection process, as shown in FIG. 11, the first three digits of the read telephone number are recognized, and the three digits are “050” (IP telephone identification number). It is determined whether or not there is (step S31), and if it is determined that the three-digit number is not “050” (step S31; No), the IP line network 200A is selected from the IP line network 200 (step S32). The process ends. Then, the processing subsequent to step S23 is performed.

  In step S31, the IP line network 200A is selected when the three-digit number is not “050”. However, the IP line network 200A is not necessarily selected, and another IP line network 200 is selected. You may do it. In other words, even if the calling party does not use the IP phone service and does not have an IP phone number, the call charge can be reduced by using the IP phone service for outgoing calls from the call center F. be able to. Further, instead of selecting any IP line network 200 in step S32, the public telephone line network 100 may be selected, or an IP line may be selected according to predetermined conditions (time zone, call destination area, etc.). Either the network 200 or the public telephone line network 100 may be selected.

  On the other hand, when it is determined in step S31 that the three-digit number is “050” (step S31; Yes), the operator-specified number is determined in subsequent steps S33 to S49. In this example, the determination is made for the operator designation numbers of the companies A to H, which are the operators. In step S33, the IP telephone number designation information table 27 is referred to and it is determined whether or not the operator designation number, which is a four-digit number following “050”, is the designation number (1000 to 1577) of the A company. If it is determined that the operator designation number is the designation number of the company A (step S33; Yes), the process proceeds to step S34, the IP line network 200A is selected, and the process is terminated. As described above, when the call destination uses the IP line network 200A of the A company, the call charge is also free by selecting the IP line network 200A of the A company for outgoing calls from the call center F. On the other hand, if it is determined that the operator designation number is not the company A designation number (step S33; No), the process proceeds to step S35, and it is determined whether or not the operator designation number is the company B designation number.

  Company B IP line network 200B selection process, Company C IP line network 200C selection process, Company D IP line network 200D selection process, Company E IP line network 200E selection process, Company F IP line network The selection process of 200F, the selection process of the IP line network 200G of the G company, and the selection process of the IP line 200H of the H company are the same as the selection process of the IP line network 200A of the A company (steps S33 and S34). Through the process of step S48.

  If it is determined in step S47 that the operator designation number is not the designation number of the H company (step S47; No), it is a case where the operator designation number is not the designation number of any operator. Display unit 15 displays that the telephone number of the callee is not the IP telephone number of any business operator, stores that fact in storage unit 12 (step S49), ends the process, and then proceeds to step Proceed to S28. If “No” in step S47, the call may be transmitted via the public telephone line network 100. That is, the IP line network 200 of all carriers is not necessarily connected to the call center F, and the IP telephone number designated by such a carrier is transmitted via the public telephone line network 100. That's fine.

  FIG. 11 shows an example in which the operators of the IP network 200 connected to the call center F are the A company to the H company. However, there are more operators who are assigned IP telephone numbers, and the call center F When connected to the IP line network 200 of these operators, line selection processing is performed for all of these operators.

  When the IP line network 200 to be used in step S22 is selected, the server 10 sends a call signal to the G / W 40 connected to the line selected in step S23 via the PBX 30. Start a connection to the telephone number of the other party. Such a connection is made based on the protocol being used. For example, ITU-T Recommendation H.264. The H.323 protocol, IETF-defined SIP, or the like is used.

  If it is determined in step S24 that the call partner has answered the outgoing call (step S24; Yes), the server 10 selects the handset 50 of the operator to be routed (step S25). For selection of the handset 50 by the operator, an operator number whose reception status flag is “ON” with reference to the reception status information table 25 and whose transmission job content matches the transmission job content of the transmission schedule information table 23 is arbitrarily set. This is done by selecting. An operator whose acceptability state flag is “OFF” indicates that the call is currently in progress or is not in business. The acceptance status flag of the selected operator number is “OFF”.

  When the operator number is selected, the server 10 reads the customer database 21 corresponding to the customer code from the customer code in the outgoing schedule information table 23 as a customer information providing function, and the customer 10 is directed to the operator terminal 60 corresponding to the operator number. Data in the database 21 is sent out (step S26). For example, the operator terminal 60 can display the data in the customer database 21 using a WEB browser or the like. By seeing this, the operator can know the customer information of the other party. Further, depending on the contents of the transmission work, other information may be sent from the server 10 to the operator terminal 60 at the same time.

  Then, the server 10 routes the connection to the handset 50 having the operator number selected in step S25 (step S27). Specifically, the server 10 sends a connection control signal to the PBX 30 to switch the line, and sends the external line 72 connected to the selected IP line network 200 and the handset 50 of the selected operator number. The connected internal line 71 is connected.

  As a result, the operator's handset 50 and the IP telephone of the call destination can communicate, and the voice signal from the operator is digitized and compressed by the G / W 40 and converted into an IP packet during the conversation. . A destination and information such as the IP address of the call partner is added to the converted IP packet, and the IP packet is transmitted via the IP network 200 to the G / W and router of the call partner. In addition, the IP packet from the telephone call partner is converted into a voice signal by the G / W 40 and transmitted to the handset 50 of the operator. In this way, a call via the IP line network 200 is possible.

Then, the process proceeds to step S28, where it is determined whether or not the outgoing call processing has been performed for all customers registered in the outgoing call schedule information table 23, and when it is determined that the outgoing call processing has been performed for all customers. (Step S28; Yes), the outgoing call processing is terminated. On the other hand, when it is determined that the calling process has not been performed for all customers (step S28; No), the process returns to step S21 again to perform the calling process for the next customer.
If the server 10 determines in step S24 that there is no response to the outgoing call due to timer processing or the like, the outgoing call is terminated and the process proceeds to step S28.

  As described above, according to the telephone call system S of the present invention, the operator to which the calling party is subscribed is determined from the telephone number of the calling party and is connected in advance to the call center F side. By automatically selecting the same IP line network 200 as the carrier to which the calling party is subscribed from among the IP line networks 200 of a plurality of carriers, and making a telephone call using the lines, Communication charges can be kept extremely low.

In the above embodiment, the server 10 sends the customer database 21 to the operator terminal 60 or creates the outgoing call schedule information table 23. However, the present invention is not limited to this. It may be provided and configured to cause the application server to perform these processes. In this case, the database storage device 20 may be configured to be connected to the application server.
In the present embodiment, the server 10 and the database storage device 20 are connected. However, the present invention is not limited to this, and the data stored in the database storage device 20 is stored in the storage unit of the server 10. You may comprise as follows.

In the above embodiment, the selection process of the IP line network 200 is performed every time a call is made to a customer. However, the present invention is not limited to this, and at the stage of creating the outgoing call schedule information table 23 based on the customer database 21, The server 10 may select the IP line network 200 for each customer and register the IP line network 200 selected in the outgoing call schedule information table 23 in advance. In this case, it is possible to read the selected IP line network 200 from the call schedule information table 23 when making a call to a customer and make a call to the read IP line network 200.
Also, the IP line network 200 to be selected by the telephone number is registered in the customer database 21 in advance, and the transmission schedule information table 23 is created in a format including the IP line network 200 in which the server 10 is registered. The connection processing may be performed on the IP line network 200 included in the outgoing call schedule information table 23.
In the above embodiment, the example in which the telephone call system S of the present invention is applied to the call center F has been shown. However, the present invention is not limited to this, and there may be only one transmitter / receiver 50 instead of a plurality. Good. Further, in this case, it may be configured such that a call is transmitted from the handset 50 and the server 10 automatically distributes the call to an appropriate IP network 200.

Next, FIG. 12 shows another embodiment of the telephone call system S of the present invention. In this embodiment, the line itself in the call center F is an IP line network, and the external line 72 and the IP line network 200 in the call center F are connected by an external line gateway 81.
An operator in the call center F makes a call using the VoIP software installed in the operator terminal 60 as a handset and the headset 51 connected to the operator terminal 60 instead of the handset 50. In addition, the operator may use a general subscriber telephone connected via a VoIP adapter as a handset, or may use an IP telephone, instead of a telephone call using VoIP software.

  The plurality of operator terminals 60 are connected to a LAN switch 82 via an internal line (LAN line) 71, and the internal line 71 and the external line 72 are connected via a LAN switch 82. The external line gateway 81 and the LAN switch 82 constitute a switch unit 83, and line switching between the IP line network 200 and the internal line 71 is controlled by a call control device 84 as a control unit. That is, a call control device 84 is connected to the external line gateway 81 and the LAN switch 82, and switching is controlled in each of the external line gateway 81 and the LAN switch 82 by a connection control signal from the call control device 84. Control of connection between the IP line network 200 and the external line 72 and between the internal line 71 and the external line 72 is performed. Further, the database storage device 20 is connected to the call control device 84 and, like the server 10, has a transmission / reception processing function, a transmission schedule information generation function, a customer information provision function, a line selection function, and the like. The processing procedure for these functions is as described above. The operator terminal 60 can receive customer information from the call control device 84 and display it on the display unit.

  With such a configuration, the call control device 84 performs transmission processing based on the outgoing call schedule information table 23. The call control device 84 determines which IP line network 200 to use from among the plurality of IP line networks 200 connected to the external line gateway 81 based on the telephone number of the telephone call partner. To select. Then, a call is sent to the selected IP network 200. When connected to the IP telephone of the call destination, the call control device 84 switches the external line gateway 81 and the LAN switch 82 to connect the outgoing call to a predetermined operator terminal 60.

It is explanatory drawing of the telephone transmission system which concerns on one embodiment. It is a block diagram of the server which concerns on one embodiment. It is explanatory drawing of the server function which concerns on one embodiment. It is explanatory drawing of the database storage device which concerns on one embodiment. It is explanatory drawing of the customer database which concerns on one embodiment. It is explanatory drawing of the transmission plan information table which concerns on one Embodiment. It is explanatory drawing of the reception status information table which concerns on one embodiment. It is explanatory drawing of the IP telephone number designation | designated information table which concerns on one Embodiment. It is a flowchart of the transmission plan information table creation process which concerns on one Embodiment. It is a flowchart of the transmission process which concerns on one Embodiment. It is a flowchart of a line selection process according to an embodiment. It is explanatory drawing of the telephone transmission system which concerns on other embodiment.

Explanation of symbols

10 server, 11 CPU, 12 storage unit, 13 interface, 14 input unit, 15 display unit, 20 database storage device, 21 customer database, 23 outgoing call schedule information table, 25 reception status information table, 27 telephone number designation information table, 50 Handset, 51 Headset, 60 Operator terminal, 70 LAN, 71 Internal line, 72 External line, 81 External line gateway, 82 LAN switch, 83 External switch, 84 Call control device, 100 Public telephone line network, 200, 200A, 200B, 200C, 200D, 200E, 200F, 200G IP line network, F call center, S telephone call system

Claims (8)

A handset connected to an internal line;
A telephone exchange unit disposed between the internal line and a plurality of external lines for switching between the external line and the internal line;
A plurality of media gateways disposed between each external line and an IP line network corresponding to the external line;
A control unit for controlling switching of the telephone exchange unit;
A phone call system comprising a data storage unit for storing data about phone calls,
The data storage unit stores an identification number information table in which identification numbers that are part of a telephone number and are assigned corresponding to each IP line network are registered,
The control unit, based on the identification number information table, selects an IP line network corresponding to the identification number from the identification number included in the telephone number of the call destination, and for the call destination And a function for making a telephone call via the selected IP line network. A plurality of handsets are connected to the telephone exchange unit via the internal line,
The control unit sends a control signal to the telephone exchange unit to connect the outgoing call that has been answered among outgoing calls to the call destination to any of the plurality of handsets. 2. The telephone call system according to claim 1, wherein a line and an internal line are connected. A handset connected to an internal line;
A switch unit disposed between the internal line and a plurality of IP line networks and performing switching between the internal line and the IP line network;
A control unit for controlling switching of the switch unit;
A phone call system comprising a data storage unit for storing data about phone calls,
The data storage unit stores an identification number information table in which identification numbers that are part of a telephone number and assigned to each IP line network are registered.
The control unit is configured to select an IP line network corresponding to the identification number from the identification number included in the telephone number of the call destination on the basis of the identification number information table, and to the call destination And a function for making a telephone call via the selected IP line network. A plurality of handsets are connected to the switch unit via the internal line,
The control unit sends a control signal to the switch unit to connect the outgoing call that has been answered among outgoing calls to the call destination to any of the plurality of handsets. The telephone call system according to claim 3, wherein the IP line network and the internal line are connected.   The telephone call system according to any one of claims 1 to 4, wherein at least the control unit is disposed in a call center. A telephone call method for making a call from a telephone call means capable of making a call via a plurality of IP line networks to a callee,
A reading step for reading the telephone number of the telephone call partner;
A selection step of recognizing an identification number provided corresponding to each IP line network that forms part of the telephone number and selecting an IP line network corresponding to the identification number;
A call origination method, comprising: a step of making a call to the call destination via the selected IP line network. A telephone call method for making a call from a telephone call means capable of making a call via a plurality of IP line networks to a callee,
A reading step for reading the telephone number of the telephone call partner;
A determination step of determining that the telephone number includes an IP telephone identification number that can be identified as an IP telephone number;
When an IP telephone identification number is included in the telephone number, an IP line corresponding to the identification number is recognized by recognizing an identification number assigned to each IP line network that forms part of the telephone number A selection step for selecting a net;
A call origination method comprising: a call origination step for making a call to the call destination via the selected IP line network.   8. The telephone call method according to claim 7, wherein if the IP number is not included in the telephone number as a result of the determination step, a telephone call is made through a predetermined IP line network.

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