JP2015084490A - Telephone apparatus having well-known information display function - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone apparatus having a well-known information display function capable of efficiently displaying the note and message items to be well-known, upon arrival of an incoming call or during telephone call.SOLUTION: A telephone number list corresponding to the well-known information stored in a well-known information storage server 6 is stored in a storage section 17 of telephone number with well-known information. When the opposite telephone number, at the time of origination and incoming, has been stored in the storage section 17 of telephone number with well-known information, origination and incoming are stopped temporarily, and the well-known information corresponding to the opposite telephone number is acquired from the well-known information storage server 6, before allowing the telephone conversation.

Description

  The present invention relates to a telephone device having a function of displaying well-known information including precautions, messages, or other well-known matters concerning a telephone partner.

  In recent years, as a technology to display customer information including the customer profile and message information to the customer when a call is received from a customer in a department that handles a large number of unspecified customers, such as call centers and contact centers of mail order dealers There is a technology related to a telephone that stores customer information and message information input in association with a telephone number, and searches and displays information corresponding to the telephone number of the other party when a telephone call is received (for example, Patent Document 1).

  However, in the technique described in Patent Document 1, since the corresponding customer information and message information are searched using the other party's telephone number as a search key when an incoming call arrives, a large amount of information is stored in a predetermined server connected to the network. In addition, when sharing requests with many terminals, if search requests are concentrated, it takes time to search for relevant customer information and message information and download the searched information, and before the relevant information is displayed, Calls can make a lot of progress. In addition, the search and display of the corresponding information is limited to the case where an incoming call is received from the partner, and the response at the time of outgoing call is not considered.

JP 2001-320470 A

  Accordingly, the problem of the present invention is that when a telephone call arrives or when a telephone call operation is performed, the other party's telephone number having known information including notes, messages or other well-known matters that should be made known to the telephone agent. It has a well-known information display function that can be stored in advance and can respond appropriately even if it takes a long time to download the well-known information when the information related to the well-known information is displayed quickly. It is to provide a telephone device.

  In order to solve the above-described problems, the present invention provides a telephone device having a function of displaying known information related to a telephone partner, to a known information storage server that stores the known information associated with a telephone number. Server access means for accessing or accessing a predetermined information device connected to the own telephone device, and known information stored in the known information storage server by starting the server access means periodically or irregularly One or more telephone numbers corresponding to any of the above are acquired from the well-known information storage server, the well-known information-containing telephone number storage means for storing the acquired telephone number, and when an incoming call arrives or When a call operation is performed, the telephone number of the caller of the incoming call or the other party's telephone number that is the telephone number of the callee of the call is extracted and the known information exists. The well-known information presence / absence judging means for judging the presence / absence of the well-known information corresponding to the extracted partner telephone number with reference to the talk number storage means, and the well-known information associated with the extracted partner telephone number A well-known information acquisition means that is acquired from an information storage server or that is to be acquired by the information device, and the display unit that is provided with the acquired information or the information that there is the known information. And well-known information display means for displaying or displaying on a display unit included in the information device.

  According to the present invention, when an incoming call arrives or when a call is made, it is possible to efficiently display precautions, messages, or other known items, and it takes time to download known information. Even if it exists, the telephone apparatus which can respond appropriately can be provided.

The internal block diagram and whole figure of the telephone apparatus which concern on embodiment of this invention Examples of well-known information managed by the well-known information storage server according to the embodiment of the present invention Operational flowchart of telephone device according to embodiment of the present invention Operation flowchart of known information storage server according to an embodiment of the present invention

  Hereinafter, embodiments (examples) of the present invention will be described with reference to the drawings. FIG. 1 is an overall view of a system including a telephone apparatus (hereinafter, abbreviated as the present apparatus) to which the present invention is applied, and an internal block diagram of the apparatus 1. In this embodiment, the device 1 is an extension telephone device, and a plurality of the devices 1 constitute an extension telephone system.

  2 is a LAN (Local Area Network), 3 is an information device connected to the apparatus via the LAN 2 (for example, a personal computer installed beside the self-seat apparatus 1 or a personal computer shared by a plurality of people), 4 Is a gateway for relaying data between the LAN 2 and the WAN 5, 5 is a WAN (Wide Area Network) such as the Internet, 6 is a telephone response such as precautions when answering a telephone partner and a message to the telephone partner A well-known information storage server 7 that stores well-known information to be made known to a person is a telephone network.

  The apparatus 1 includes a telephone control unit 10, an operation unit 11, a display unit 12, a handset 13, a call origination / reception processing unit 14, a caller telephone number extraction unit 15, a LAN correspondence unit 16, a well-known information phone number storage unit 17, a telephone The network interface unit 18 is configured.

  The telephone control unit 10 is a unit that controls each unit in the apparatus 1 and relays data between the units to control the entire function of the telephone device. A description of control related to a general telephone will be omitted.

  When an incoming call arrives or when a call origination operation is performed, the telephone control unit 10 is stored in the well-known information telephone number storage unit 17 using the other party telephone number extracted by the source telephone number extraction unit 15 as a search key. A list of known information-containing telephone numbers is searched, and if there is a corresponding telephone number, the LAN corresponding unit 16 is controlled or the information apparatus 3 is instructed, and the corresponding information telephone number is corresponded from the known information storage server 6. The well-known information is acquired (downloaded), and the acquired well-known information is displayed on the display unit 12 or the display unit (not shown) of the information device 3. Details of the operation of the telephone control unit 10 will be described later.

  The operation unit 11 is means for notifying the telephone control unit 10 of the operation content operated by the operator, and includes a numeric keypad for inputting a telephone number, speed dial keys, function keys for starting various functions, and the like ( Not shown).

  The display unit 12 is a means for displaying information output from the telephone control unit 10 on a display device such as an LCD, and displays general operation information such as the other party's telephone number, guidance information, alarm information, and well-known information. Displays information related to.

  The handset 13 is a general so-called receiver, and outputs a voice signal from a microphone (not shown) that converts voice from an operator into an electric signal to the telephone control unit 10 and outputs from the telephone control unit 10. It is means for restoring the audio signal to be converted into audio by a speaker (not shown).

  In response to an instruction from the telephone control unit 10, the outgoing / incoming processing unit 14 executes outgoing processing to the telephone network 7 via the telephone network interface unit 18. In addition, the telephone controller 10 is notified of an incoming call that has arrived from the telephone network 7 via the telephone network interface unit 18, and a response process is executed in accordance with an instruction from the telephone controller 10. Further, in response to an instruction from the telephone control unit 10, a communication path establishment or call disconnection process is executed. When an incoming call arrives from the telephone network 7, information including the caller telephone number is output to the caller telephone number extraction unit 15.

  The caller telephone number extraction unit 15 extracts the other party's telephone number that is the caller of the incoming call from the information including the caller's caller's telephone number input from the outgoing / incoming call processing unit 14 and notifies the telephone control unit 10 of it.

  The other party telephone number (destination telephone number) when making a call from the device 1 is stored as the other party telephone number, which is the telephone number sent from the operation unit 11 to the telephone network 7 by the telephone control unit 10. Keep it.

  The LAN corresponding unit 16 is means for transmitting data to the LAN 2 or receiving data from the LAN 2 and relays data between the telephone control unit 10 and the LAN 2.

  The well-known information phone number storage unit 17 acquires a well-known information phone number which is a phone number corresponding to the well-known information stored in the well-known information storage server 6 from the well-known information storage server 6 and stores it. It is a means to put. The well-known information phone number storage unit 17 is a well-known information storage server periodically (for example, every hour) or non-periodically (for example, every event such as outgoing / incoming call or data update operation) according to an instruction from the telephone control unit 10. 6 is accessed, the latest known information telephone number is acquired, and the stored content is updated.

  The telephone network interface unit 18 is a means for connecting to the telephone network 7, and relays signals related to outgoing / incoming calls between the outgoing / incoming call processing unit 14 and the telephone network 7. Further, a call voice signal is relayed between the telephone control unit 10 and the telephone network 7.

  FIG. 2 is a diagram schematically showing an example of the contents stored in the known information storage server 6. As shown in the figure, a time-series record number (column 200), a partner telephone number (column 201) to display known information at the time of an incoming call or outgoing call, known information to be displayed (column 202), and a registration source telephone number (Column 203), permitted telephone number (column 204), necessity / unnecessity of correspondence result report, presence / absence of correspondence result report (column 205), and expiration date (column 206) are stored in association with each other.

  For example, no. In row 1, if the other party's phone number at the time of outgoing or incoming call is telephone number A (column 201), the content (column 202) saying "Please listen to the current situation when calling with this customer" It is displayed on the display unit 12 of the apparatus 1 or the display unit of the information device 3. Hereinafter, details of columns after column 203 will be described.

  The registration source telephone number (column 203) is a telephone number in which known information is registered (stored in the known information storage server 6). No. In the case of the first row, this apparatus 1 of the extension X indicates that the well-known information corresponding to the telephone number A (column 201) has been registered.

  The permitted telephone number (column 204) is a telephone number that permits writing (registration / update / deletion) of known information to the known information storage server 6 or reading (acquisition) of known information from the known information storage server 6. . No. In the case of the row 1, this apparatus 1 belonging to the extension group K can register / update / delete / acquire well-known information corresponding to the telephone number A (column 201). Although not shown, the registration / update / deletion / acquisition permission target apparatus 1 may be set separately.

  The information registered in the permitted telephone number (column 204) stores information (ID, password, etc.) that identifies the permitted apparatus 1, information apparatus 3, or operator, and the well-known information storage server 6 With reference to the column 204, permission / non-permission of access from the apparatus 1, the information apparatus 3, or the operator is controlled.

  Necessity of correspondence result report (left side of column 205) indicates whether or not a person who has seen the well-known information at the time of outgoing / incoming calls needs to report the correspondence result. Here, the report destination is a registration source telephone number (column 203) or a telephone number or an e-mail address corresponding to a predetermined administrator, for example, recorded in a preset area in the well-known information storage server 6 It is stored in association with a number (column 200).

  The presence / absence of a correspondence result report (right side of the column 205) indicates whether or not a correspondence result report is present. Here, the entity of the correspondence result is stored in association with the record number (column 200) in a preset area in the known information storage server 6, for example. The correspondence result entity is, for example, No. In response to the well-known information in line 1 “Please listen to the current situation when calling with this customer”, “Your child seems to have been born recently. Yes, a person who answers the telephone of the telephone number A operates the apparatus 1 or the information apparatus 3 to input information.

  The expiration date (column 206) indicates the expiration date of the known information, and the expired known information is automatically deleted. Even before the expiration date, the person who registered the well-known information can delete the well-known information.

  FIG. 3 is an operation flowchart of the apparatus 1. Hereinafter, the operation flow of the present apparatus 1 will be described with reference to FIGS.

  This flow starts when the power of the apparatus 1 is turned on (S300), and in a standby state, a regular timing at which a well-known information telephone number should be acquired or a non-periodic well-known information telephone number is obtained. The occurrence of each event of the presence / absence of an acquisition operation (S310) and the presence / absence of an outgoing / incoming call (S320) is monitored.

  When an event for obtaining a well-known information telephone number occurs (S310, YES), the telephone control unit 10 accesses the well-known information storage server 6 via the LAN corresponding unit 16 and is stored in the well-known information storage server 6. The telephone number list corresponding to the known information is downloaded (acquired), the acquired telephone number list is stored in the known information-containing telephone number storage unit 17 (S311), and the process returns to S310.

  When a telephone call operation is performed or a telephone call arrives from the telephone network (S320, YES), the telephone control unit 10 determines that the caller telephone number input from the operation unit 11 or the caller telephone number extraction unit 15 The extracted incoming caller telephone number of the incoming call is acquired as the other party telephone number (S321), and the process proceeds to S330. If there is no incoming call operation or incoming call (S320, NO), the process returns to S310.

  In S330, the telephone control unit 10 checks whether or not the other party telephone number acquired in S321 is included in the list of known information-equipped telephone numbers stored in the known information-equipped telephone number storage unit 17. When there is no telephone number that matches the telephone number (S330, NO), the fact that there is no known information is displayed on the display unit 12 or the display unit of the information device 3 (S331), and the process proceeds to S336.

  If there is a phone number that matches the other party's phone number in the list of phone numbers with known information (S330, YES), the telephone control unit 10 displays that there is known information and that the known information is being downloaded from the server. Displayed on the display unit 12 or the display unit of the information device 3 to temporarily stop the transmission process or prohibit the response to the incoming call and download the well-known information corresponding to the other party telephone number from the well-known information storage server 6 Start (S332) and proceed to S333. The temporary stop of the outgoing call processing or the prohibition of response to an incoming call is to prevent the person on the apparatus 1 side from starting a call with the telephone partner without confirming the well-known information.

  In S333, if the predetermined specific operation 1 (for example, “# 1” is pressed) is performed (S333, YES) even before the download of the well-known information is completed, the process proceeds to S336 and a call is made with the other party. Is possible. This specific operation 1 is an operation when the user already knows the well-known information related to the telephone partner or when it is necessary to make a call quickly with the other party regardless of the contents of the well-known information. The process of S333 may be omitted. The download of the well-known information may be executed by either the present apparatus 1 or the information apparatus 3.

  When the download of the well-known information is completed without the specific operation 1 (S333, NO), the telephone control unit 10 also determines whether the correspondence result report included in the downloaded information is necessary (left side of the column 205 in FIG. 2). In addition, the acquired well-known information is displayed on the display unit 12 or the display unit of the information device 3 (S334), and the process proceeds to S335.

  In S335, when a predetermined specific operation 2 (for example, “# 2” is pressed) is performed (S335, YES), call disconnection processing is executed (S351). This specific operation 2 is an operation in the case where the respondent who has confirmed the well-known information abandons the call with the other party. If it is determined that it is inappropriate for you to respond. When a specific operation 2 is performed on an incoming call, this device 1 automatically responds to the incoming call and issues a voice message such as "Cannot connect because the person in charge is absent". The call disconnection process may be executed after being sent to the other party (not shown).

  If the specific operation 2 is not performed within a predetermined time (for example, 5 seconds) after displaying the well-known information (S335, NO), the telephone control unit 10 temporarily stops the outgoing call processing or prohibits the response to the incoming call. The call processing is canceled and the call process is started (S336), and the process proceeds to S340. As a result, the responder on the apparatus 1 side can talk with the other party while viewing the well-known information regarding the other party.

In S340, the telephone control unit 10 determines whether or not the downloaded well-known information is a notification result of the correspondence result. A response result selection menu for replying and a memo entry field for inputting a memo are displayed (not shown), response result information from the respondent is input (S341), and the process proceeds to S350. When the downloaded well-known information is not the notification target of the correspondence result (S340, NO), S341 is skipped and the process proceeds to S350.
If a disconnection operation (on-hook) is performed in S350 (S350, YES), call disconnection processing is executed (S351), and the process proceeds to S352. If the cutting operation has not been performed (S350, NO), the process returns to S340.

  In S352, if the response result has been input (S352, YES), the well-known information storage server 6 indicates that the input response result or the specific operation 2 (S335, YES) indicates that the call has been abandoned. Write to an area (for example, the incidental information storage area of the corresponding well-known information) or notify a predetermined destination (for example, notify the person who registered the incidental information by e-mail). If no response result has been input (S352, NO), the process returns to S310 and the above processing is repeated.

  FIG. 4 is an operation flowchart of the known information storage server 6. This flow starts when the known information storage server 6 is powered on (S400), and waits for access from the device 1 or the information device 3 (S410). If there is an access from the apparatus 1 or the information apparatus 3 (S410, YES), the process proceeds to S420, and the subsequent processes are executed.

  In S420, the well-known information storage server 6 determines whether or not the request is one of registration / update / deletion of the well-known information from the request source permitted for the access. This determination is made, for example, based on whether or not the access source telephone number is registered as the permitted telephone number (column 204 in FIG. 2). This permission determination may be made based on ID information or a password instead of a telephone number.

  If the request is one of registration / update / deletion of well-known information from an authorized request source (this device 1 or information device 3 or an operator not shown) (S420, YES), a telephone call is made according to the request. One of registration / update / deletion processing of the known information associated with the number is executed (S421), and the process proceeds to S430. If NO in S420, S421 is skipped and the process proceeds to S430.

  In S430, the well-known information storage server 6 determines whether or not it is an acquisition request for the well-known information telephone number list from the request source permitted to access. The determination as to whether or not the request is permitted is the same as the determination in S420, and therefore the description will not be repeated.

  If it is a request for acquiring a list of known information-containing telephone numbers from an authorized request source (S430, YES), a list of telephone numbers in which known information is registered is transmitted to the request source (S431), and the process goes to S440. move on. If NO in S430, S431 is skipped and the process proceeds to S440.

  In S440, the well-known information storage server 6 determines whether or not it is a request for obtaining well-known information from the request source permitted to access. The determination as to whether or not the request is permitted is the same as the determination in S420, and therefore the description will not be repeated.

  If the request is for acquisition of known information (download request) from the permitted request source (S440, YES), the known information corresponding to the telephone number included in the command of the acquisition request (column 202 in FIG. 2). ) And information regarding whether or not the correspondence result report is necessary (left side of column 205 in FIG. 2) is transmitted to the request source (S441), and the process proceeds to S450. If NO in S440, S441 is skipped and the process proceeds to S450. In S441, for example, if the request source is an information manager, all known information may be transmitted.

  In S450, the well-known information storage server 6 determines whether or not the access is reception of a response result report from the apparatus 1 or the information device 3, and if the access is a response result report (S450, YES). The received correspondence result is stored in correspondence with the corresponding person's telephone number and well-known information, and written in the information area (flag) of the presence / absence of the correspondence result report (right side of column 205 in FIG. 2) ( The process proceeds to S451) and S460. If NO in S450, S451 is skipped and the process proceeds to S460.

  In S460, the well-known information storage server 6 determines whether or not it is a transmission request for the well-known information correspondence result from the request source permitted to access. This determination is made, for example, based on whether or not the access source telephone number is registered as the registration source telephone number (column 203 in FIG. 2). This permission determination may be made based on ID information or a password instead of a telephone number.

  In the case of a transmission request for a well-known information correspondence result from a permitted request source (well-known information registration source) (S460, YES), the well-known information registered by the request source among the correspondence results stored in S451 Is sent to the request source, and the process returns to S410. If NO in S460, S461 is skipped and the process returns to S410. In S461, for example, when the request source is an information manager, all correspondence results may be transmitted, and the transmission destination of the correspondence results is associated with the record number (column 200) in advance. It may be a stored phone number or email address (not shown).

  The embodiment of the present invention has been described above. According to the present invention, since a well-known information telephone number is stored in advance in the own device, when a telephone call arrives or when a call origination operation is performed, cautions, messages, or other well-known matters are efficiently used. Can be displayed.

  Also, even if the LAN 2 or WAN 5 is congested and it takes a long time to download the known information, such as when the data transmission throughput is reduced, an indication that the known information is present, and the known information are displayed. It is possible to provide a telephone device capable of correspondingly, for example, prohibiting a call until it is displayed.

  By the way, in the present embodiment, the apparatus 1 is an extension telephone apparatus, and a description of the relationship with a main apparatus (not shown) that controls the extension telephone system is omitted, but the function sharing between the main apparatus and the extension telephone apparatus is omitted. The apparatus may be an entire system including a main apparatus and a plurality of extension telephone apparatuses.

  In the present embodiment, the apparatus 1 has been described as a general telephone apparatus directly connected to the telephone network 7, but the present invention is not limited to this. For example, this apparatus may be a telephone apparatus compatible with IP (Internet Protocol), and in that case, it may be connected to a telephone partner apparatus via LAN 2, gateway 4, and WAN 5.

  In the present embodiment, the apparatus 1 and the information apparatus 3 are connected via the LAN 2, but the present invention is not limited to this. For example, this apparatus and the information apparatus 3 may be directly connected locally (wired or wirelessly) without using the LAN 2. In this case, if the information device 3 is connected to the LAN 2, the LAN corresponding unit 16 in the device 1 may be omitted. Further, the device 1 may be a device integrated with the information device 3.

DESCRIPTION OF SYMBOLS 1 ... Telephone apparatus 2 ... LAN (Local Area Network)
3 ... Information device 4 ... Gateway 5 ... WAN (Wide Area Network)
6 ... well-known information storage server 7 ... telephone network 10 ... telephone control unit 11 ... operation unit 12 ... display unit 13 ... handset 14 ... outgoing / incoming processing unit 15 ... Source telephone number extraction unit 16 ... LAN correspondence unit 17 ... well-known information phone number storage unit 18 ... telephone network interface unit

Claims (4)

A telephone device having a function of displaying well-known information related to a telephone partner,
Server access means for accessing a known information storage server storing the known information associated with the telephone number, or for accessing a predetermined information device connected to the own telephone device;
The server access means is started periodically or irregularly, and one or more telephone numbers corresponding to any of the well-known information stored in the well-known information storage server are acquired from the well-known information storage server, Well-known information phone number storage means for storing the acquired phone number;
When a telephone call arrives or when a telephone call operation is performed, the telephone number of the caller of the telephone call or the other party's telephone number which is the telephone number of the callee of the telephone call is extracted, and the telephone with the known information A known information presence / absence determining means for determining presence / absence of known information corresponding to the extracted telephone number;
Well-known information acquisition means for acquiring the well-known information associated with the extracted partner telephone number from the well-known information storage server or causing the information device to acquire the well-known information;
Well-known information display means for displaying the acquired information or information indicating that the information device is present or information indicating that the known information is present on a display unit included in the own telephone device or displayed on a display unit included in the information device; A telephone device having a known information display function. The telephone device according to claim 1,
When the known information presence / absence determining means determines that there is known information corresponding to the extracted other party telephone number, the information indicating that the known information exists is displayed on a display unit included in the own telephone device, and the arrival Refusing to answer incoming calls, or temporarily suspending the outgoing call processing corresponding to the outgoing call operation,
After the predetermined first specific operation is performed, or after the well-known information display means displays the well-known information acquired from the well-known information storage server, the prohibition on the response to the incoming telephone call is canceled. Or a telephone device having a well-known information display function, wherein the temporarily stopped call processing is resumed. The telephone device according to claim 2,
A predetermined call disconnection process is executed when a predetermined second specific operation is performed after prohibiting a response to the incoming call or temporarily suspending the outgoing call process corresponding to the call outgoing operation. A telephone apparatus having a known information display function. The telephone device according to any one of claims 1 to 3,
When an input operation indicating that the predetermined correspondence related to the known information is performed is performed, the information indicating that the correspondence related to the known information is performed is notified to the known information storage server or a predetermined destination. A telephone device having a known information display function.

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