JP5049203B2 - Service providing method and server device - Google Patents

Description

  The present invention relates to a service providing method and a server device for adding a service such as web browsing while using a telephone session.

  When a user wishes to make a call while the computer application service is running, there are many methods for establishing a telephone session by selecting and clicking a URI (Uniform Resource Identifier) displayed on the telephone. Such a technique is called CTI (Computer Telephony Integration). The computer application includes a WEB application.

  For example, when looking at a web-based information screen displayed on a PC to search for a store and want to contact the store, click on the URI of the phone number on the information screen. In this way, a telephone call can be made to the store. There are many such systems. Such a function can be executed on a web page described in compact HTML installed in a recent mobile phone.

  On the other hand, when adding a service such as screen sharing while using a telephone session, it is necessary to link the telephone session and the PC session.

  For example, when a user receives an introduction of a WEB page while making an inquiry to the operator by a telephone call to provide a certain service, the user displays the screen of the WEB page in order to display the screen of the WEB page. The following work needs to be done.

  Listen to the URL (Uniform Resource Locator) verbally from the operator. Enter the URL you listen to on your PC. If the WEB address is known in advance, the WEB address is input to the PC.

  Enter the incoming call session ID etc. on the WEB screen in response to instructions from the operator. Here, the incoming session ID includes, for example, the caller's calling number.

  On the operator side, the PC connected by the incoming session ID can be identified. As a result, the PC used by the operator can be associated with the PC used by the user.

In addition, as a method of notifying the above-mentioned URL, when both the operator side and the user side are subscribed to a peer-to-peer messenger service (hereinafter referred to as messenger service), the operator can send an instant messenger (IM) The URL of the home page (HP: home page) that is the entrance of the operator's WEB page is sent to the user. In the messenger service, you can communicate by exchanging short sentences in real time. The user clicks the URL of the received home page. In this way, the user can open the WEB page with a simple operation. The function executed by the instant messenger may be called a chat function. Here, the messenger service includes Windows (registered trademark) Live messenger, Yahoo (registered trademark) messenger, and the like. WindowsLive Messenger may be a service attached to an operating system (OS) of Microsoft (registered trademark).
Japanese Patent No. 3828323

However, in the method described above, the user has to start a WEB screen and input a URL, which is troublesome.
In addition, in the method of teaching a URL using the chat function, it is necessary for the user and the operator to subscribe in advance to a messenger service capable of sending a chat message. In addition, the operator needs to know the user's messenger ID. If WindowsLive Messenger is used as the messenger service, this messenger ID may be an email address. When Yahoo messenger is used as a messenger service, the messenger ID may be a Yahoo JAPAN ID.

  The user needs to notify the operator of the messenger ID that the user has. For this reason, when the URL is taught using the chat function, the procedure is complicated. The login ID for using the chat function is an alphabetic character string. For this reason, it is difficult to convey the login ID verbally.

  Accordingly, the present invention has been made to solve at least one of the above-described problems, and the object thereof is to improve an operation for adding a service while using a telephone session. It is to provide a service providing method and a server device that can be used.

In order to solve the above problems, this service providing method is:
From the side having a first communication device and a first telephone, a service providing method in a system for providing services to the side having the second communication apparatus and a second telephone,
A method based on the incoming call to the first telephone from said second telephone, before Symbol first communication device, to acquire the outbound number of the second telephone apparatus,
The first telephone activating a messenger service of the second communication device;
From the storage device in which the first communication device stores the call number of the second telephone, the identifier of the user who uses the second communication device, and the type of messenger service used by the user in association with each other. , based on the calling number of said second telephone acquired in the step of acquiring the calling number, the user identifier using the second communication device, acquiring the type of the messenger service to which the user uses ,
The first communication device, according to the type of messenger service acquired in the step of acquiring a type of the messenger service, comprising the steps of starting the messenger service,
Based on the user identifier acquired in the step of acquiring the type of the messenger service by the first communication device, information indicating a location where an information resource for providing the service exists for the user identifier And a step of transmitting.

This server device
From the side having a first communication device and a first phone, a server apparatus in a system for providing services to the side having the second communication apparatus and a second telephone,
From the storage device that stores the call number of the second telephone, the identifier of the user who uses the second communication device, and the type of messenger service used by the user in association with each other by the first communication device. Means for obtaining the identifier of the user corresponding to the transmitted transmission number of the second telephone, and the type of messenger service used by the user;
And a means for notifying the first communication device of the identifier of the user acquired by the acquiring means and the type of messenger service used by the user .

  According to the embodiment of the present invention, an operation for adding a service can be improved while using a telephone session.

Next, the best mode for carrying out the present invention will be described based on the following embodiments with reference to the drawings.
In all the drawings for explaining the embodiments, the same reference numerals are used for those having the same function, and repeated explanation is omitted.
(First embodiment)
A system according to the present embodiment will be described with reference to FIG. The system performs processing for linking a telephone and a computer. Further, the system notifies the user side of information indicating the location where the information resource exists from the operator side. The information indicating the location where the information resource exists may include a URL, a mail address, program activation information, and the like. Here, the URL may be called a WEB address.

  The system according to the present embodiment includes a main device 100, a PC (Personal Computer) 200, and a telephone 300.

  Main device 100 may include a private branch exchange. Further, the main device 100 may be a server device. Main apparatus 100 is connected to communication network 60. The communication network 60 includes a network that can be connected by IP. For example, the communication network 60 may be the Internet. The communication network 60 may be a closed network.

  The PC 200 is connected to the main apparatus 100 via a LAN. A plurality of PCs 200 may be provided.

  The telephone 300 is connected to the main device 100 via the communication network 50. The communication network 50 includes a telephone network, and the telephone 300 and the main apparatus 100 may be connected by a telephone line. A plurality of telephones 300 may be provided. The telephone 300 may include an IP telephone. In this case, the communication network 50 includes a network that can be connected by IP. Further, the telephone 300 is not limited to a fixed telephone and may be a mobile phone. In this case, the telephone 300 performs wireless communication with a base station connected to the communication network 50.

  The communication networks 50 and 60 may be next-generation IP networks. For example, the communication networks 50 and 60 may be NGN (Next Generation Network).

  The system according to the present embodiment includes a telephone 400. Phone 400 is connected to main apparatus 100. For example, the telephone 400 and the main apparatus 100 may be connected via a LAN, may be connected by analog telephone wiring, or may be connected by digital telephone wiring. A plurality of telephones 400 may be provided.

  Further, the system according to the present embodiment includes a PC 500. The PC 500 is connected to the main apparatus 100 via the communication network 60. A plurality of PCs 500 may be provided.

  Of the devices described above, the main device 100, the PC 200, and the telephone 400 may be installed on the call center 600 side. Of the devices described above, the telephone 300 and the PC 500 may be installed on the user side.

  A main apparatus 100 according to the present embodiment will be described with reference to FIG. The main apparatus 100 according to the present embodiment includes a control unit 102, a setting storage unit 104, an extension interface unit 108, a switch 110, a LAN interface unit 112, and an outside line interface unit 114. The setting storage unit 104 includes a messenger information table 106.

  The control unit 102 performs main control. Details of the operation of the control unit 102 will be described in a flow to be described later.

  The setting storage unit 104 stores operation settings performed in the control unit 102.

The extension interface unit 108 is an interface between the telephones 400 _{1 to} 400 _n (n is an integer of n> 0) connected to the extension interface 108.

  The switch 110 accommodates the extension interface unit 108.

  The LAN interface unit 112 is an interface between the PC 200 and the communication network 60.

  The external line interface unit 114 is an interface that connects the control unit 102 and the communication network 50.

  The PC 200 is connected to the LAN interface unit 112 via the HUB 116. The PC 200 is used by an operator.

The telephones 400 _{1 to} 400 _n are connected to the extension interface unit 108. When the number of the telephones 400 is one (when n = 1), the telephone 400 and the main device 100 may be integrated.

  The operation of the system according to the present embodiment will be described.

  Prior preparation for registering information included in the messenger information table 106 with respect to the main apparatus 100 before receiving a telephone call from the user will be described with reference to FIG.

  The main apparatus 100 registers a calling telephone number (hereinafter referred to as a calling number) when a call is received from a user, a type of messenger service corresponding to the calling number, and a user ID. For example, the administrator of the main device 100 stores in the messenger information table 106 included in the setting storage unit 104 of the main device 100 the calling number when a call is received from the user and the messenger service corresponding to the calling number. Register the type and user ID.

  FIG. 3 shows a case where a Yahoo messenger and an MSN messenger are registered as examples of messenger service types. Other messenger services may be used.

  In this way, the messenger information table can be registered in the main apparatus 100.

  The operation when an operator such as a call center that receives a call from a user notifies the user's PC 500 of information indicating the location of the information resource based on a verbal request from the user is described with reference to FIG. I will explain. The information indicating the location where the information resource exists may include a URL, a mail address, program activation information, and the like. Here, the URL may be called a WEB address.

  The user makes a call to an inquiry number such as a call center by operating the telephone 300. The outgoing call includes a calling number. In the present embodiment, a case where 09000000001 is set as an example of the calling number of the telephone 300 will be described. The outgoing call arrives at the main apparatus 100 (step S402). For example, a call from the telephone 300 arrives at the control unit 102 via the external line interface unit 114 of the main device 100. As a result, the calling number 09000000001 is notified to the control unit 102.

Main apparatus 100 searches for an extension number corresponding to the notified calling number. For example, the control unit 102 searches the extension number of the telephone 400 corresponding to the incoming call number based on the incoming call number. The incoming call number and the extension number may be associated in advance. Further, the incoming call number may be assigned to an available telephone among the plurality of telephones 400. Further, a telephone may be randomly assigned to the incoming call number. In this embodiment, as an example, the main device 100 is a result of searching the phone extension corresponding to the dialed number based on the called number will be described a case where the telephone 400 ₁ corresponds. The same applies to other telephones.

The main device 100 causes the incoming to the telephone 400 ₁ at hand of the operator (step S404). For example, the control unit 102 causes the incoming to the telephone 400 _1. Control unit 102 transmits to the telephone 400 _1, the originating through the switch 110 and the extension interface unit 108, arrives at the telephone 400 _1. The incoming call includes the calling number of the telephone 300 (09000000001). As a result, the phone 400 _1, the calling number of the user is displayed, the telephone 400 ₁ sounding.
By phone 400 ₁ is sounded in step S404, the messenger agent PC200 is started (step S406). For example, the operator, when the phone 400 ₁ is ringing, may be performed starting operation messenger agent PC 200. Further, when the phone 400 ₁ is ringing, it may be set as messenger agent PC200 starts automatically. Further, the control unit 102 may transmit a messenger agent activation request to the PC 200 via the LAN interface unit 112. In this case, the PC 200 that has received the activation request may activate the messenger agent.

The messenger agent activated in the PC 200 requests the user's calling number input. User inputs the calling party number of the user which is displayed on the phone 400 _1. In the present embodiment, the user inputs 09000000001 as the calling number of the telephone 200. Also, PC 200, when the messenger agent is activated, it may be from the telephone 400 ₁ so as to obtain the calling number of the telephone 300. Then, the PC 200 may automatically input the acquired calling number in response to a user's calling number input request.

  The operator confirms the activation of the messenger agent and responds to the telephone 300 (step S410). For example, the operator may respond by on-hook or the like. The response is received by the main apparatus 100. Main apparatus 100 returns the received response to telephone 300 (step S412).

Communication channel between the telephone set 300 and the telephone 400 ₁ is established (step S414). As a result, a call between the user and the operator is started.

  A case where the operator wants the user to browse the web page information in the exchange between the user and the operator will be described. For example, the operator may want the user to browse a web page where he can browse his product.

  The user makes a request (hereinafter referred to as a WEB address notification request) that he / she wants the operator to know the WEB address of the product through the call channel (step S416). The WEB address notification request may be requested when the user approves the request from the operator, not from the user.

  The operator requests the user to start the messenger application (step S418).

The user activates the messenger application in response to the messenger application activation request from the operator (step S420). For example, the user may perform a startup operation of the messenger application of the PC 500 in response to a startup request of the messenger application. Also, depending from the telephone 400 ₁ to the activation request of the messenger application, it may be PC500 messenger application starts automatically. For example, the main device 100, a start request of the messenger application from the telephone 400 _1, may be transmitted to the PC 500. For example, the control unit 102 transmits the activation request to the PC 500 via the LAN interface unit 112.

  When the user performs the activation operation of the messenger application of the PC 500, for example, the messenger application is activated and logged in (step S422). In some cases, sign-in is performed instead of login. Whether login or sign-in is performed depends on the messenger application used by the user. For example, when the startup operation of the messenger application has already been performed, the steps S420 and S422 are omitted.

  The operator confirms that the messenger application is activated on the PC 500. The operator requests the PC 200 to start a messenger application (step S424). For example, the operator may perform a messenger application activation request operation on a messenger agent activated on the PC 200. For example, the user may perform a messenger application activation request operation on the messenger agent by performing an operation such as pressing down a button for starting a session. The messenger application is activated in response to the activation request.

  The messenger application accesses the main apparatus 100 and requests a messenger type and user ID corresponding to the calling number (step S426). For example, the messenger application activated in the PC 200 requests the messenger type and the user ID corresponding to the calling number by transmitting the calling number to the main apparatus 100. For example, the messenger application activated on the PC 200 transmits the calling party number to the IP address of the main device 100. The IP address of the main device 100 may be held in the PC 200 in advance.

  Based on the calling number transmitted by the messenger application, main apparatus 100 acquires the messenger type and user ID corresponding to the calling number (step S428). For example, the control unit 102 refers to the messenger information table 106 stored in the setting storage unit 104 and acquires the messenger type corresponding to the calling number transmitted by the messenger application and the user ID. The messenger information table 106 may be a database (DB). In the messenger information table 106, the table name and the IP address are associated with each other. The PC 200 accesses the main apparatus 100 based on the IP address.

  The main device 100 transmits the messenger type corresponding to the calling number and the user ID to the PC 200 (step S430).

  The PC 200 determines the messenger application activated by the PC 500 based on the messenger type transmitted by the main apparatus 100. Then, the PC 200 activates the determined messenger application (step S432).

  After starting the messenger application, the PC 200 transmits a chat message to the user ID acquired in step S430 (step S434). The chat message may include a WEB address. For the WEB address included in the chat message, a character string registered in advance may be selected by the operator, or the operator may type in a chat screen from a keyboard or the like.

  The chat message transmitted in step S434 is displayed on the screen of the messenger application activated in PC 500 (step S436).

  The user clicks on the WEB address displayed on the screen of the messenger application. As a result, the web browser is activated on the PC 500, and the web page corresponding to the desired URL is displayed (step S438). In a general messenger application, a corresponding application can be executed by clicking a URL.

  Here, as an example, the case where the user wants to view the information displayed on the WEB page has been described. In addition, it may be used when notifying the user of a contact e-mail address or starting a video chat on a PC. In such a case, the chat message may include an email address. When the user clicks the mail address, the mailer transmission software is activated. The transmission software may be activated in a state where the mail address is input in the transmission address field. The mailer may be referred to as a message user agent (MUA). The chat message may include a program execution path. When the user clicks the execution path of the program, a desired program is activated. The program may include video chat, remote assistance, and screen sharing software.

  Moreover, you may use Yahoo messenger and MSN messenger as a messenger application. The messenger application may be an original messenger created by a call center or a third party.

  Here, a case has been described in which the messenger application corresponding to the calling number is started in step S432. In the PC 200, when the messenger agent is activated, the main device 100 may be accessed to activate the messenger application indicated by the messenger type included in the messenger information table. In this case, all the messenger applications may be activated, or a predetermined number of messenger applications that are used by a large number of users may be activated. By doing in this way, the process of step S432 can be omitted.

  Further, when the type of messenger application used between the operator and the user is known, the notification of the messenger type may not be performed from the main apparatus 100 to the PC 200. In this case, the user ID may be notified from the main apparatus 100 to the PC 200.

  According to this embodiment, a service for a user can be added while the user is talking to an operator such as a call center. The service includes browsing of the WEB screen and screen sharing. Using the chat function of the messenger application corresponding to the calling number of the user while making a call, the operator can notify the user of information indicating the location where the information resource exists.

  For example, when a user initiates a PC session in the middle of establishing a telephone session between the user and the operator, a character information notification for starting the PC session is sent as a chat text message. Can be notified. The user can establish a session simply by clicking on the character information for starting the session included in the notified character message.

Further, when notifying by a chat text message, the notification can be made based on the messenger application used by the user corresponding to the telephone session calling number and its user ID. This eliminates the need to verbally convey character information for starting the PC session. Errors due to notification of character information for activating the PC session can be reduced.
(Second embodiment)
A system according to the present embodiment will be described with reference to FIG. The system performs processing for linking a telephone and a computer. Further, the system notifies the user side of information indicating the location where the information resource exists from the operator side. The information indicating the location where the information resource exists may include a URL, a mail address, program activation information, and the like.

  The system according to the present embodiment includes PCs 200 and 500, a telephone processing device 602, an information registration processing device 604, a messenger information table 606, and telephones 300 and 400.

  The PC 200 and the PC 500 are connected via the communication network 60. The communication network 60 includes a network that can be connected by IP. For example, the communication network 60 may be the Internet. The communication network 60 may be a closed network.

  The telephone processing device 602, the information registration processing device 604, and the messenger information table 606 may be provided by an operator that rents application software to a customer. For example, the telephone processing device 602, the information registration processing device 604, and the messenger information table 606 may be provided by an application service provider (ASP) 600. Further, the telephone processing device 602, the information registration processing device 604, and the messenger information table 606 may be included in the server device.

  The telephones 300 and 400 are connected to the communication network 50. The communication network 50 may be a telephone network. For example, the telephones 300 and 400 may be connected to the communication network 50 via a telephone line. There may be a plurality of telephones 300 and 400. The telephones 300 and 400 may include IP telephones. In this case, the communication network 50 includes a network that can be connected by IP. The telephones 300 and 400 are not limited to fixed telephones but may be mobile phones. In this case, the telephones 300 and 400 perform wireless communication with a base station connected to the communication network 50.

  The communication networks 50 and 60 may be NGN (Next Generation Network).

  The telephone 400 and the PC 200 are mainly operated by a call center operator, and the telephone 300 and the PC 500 are mainly operated by a user who makes an inquiry to the call center. The telephone 400 and the PC 200 are at the operator's hand, and the telephone 300 and the PC 500 are at the user's hand.

  The information registration processing device 604 stores the messenger type and user ID transmitted by the PC 500 via the communication network 60 in the messenger information table 606 together with the calling number. The telephone processing device 602 performs processing related to the telephone 300 and / or 400 call.

  The operation of the system according to the present embodiment will be described.

  Preparations for registering the calling number, messenger type, and user ID in the messenger information table 606 included in the ASP will be described with reference to FIG. In ASP, the calling number, messenger type, and user ID are securely registered in the messenger information table 606.

  The user prepares the PC 500 connected to the network in which the telephone 300 and the ASP exist. The network may include the Internet.

  The user operates the PC 500 to access the information registration processing device 604 provided by the ASP 600 (Step S602). For example, the user accesses the HP of the service provided by the ASP 600 by a WEB browser activated on the PC 500.

  For example, by accessing the information registration processing device 604, a registration screen as shown in FIG. The registered contents may include a calling telephone number (calling number), a messenger type, and a user ID.

  The user refers to the registration screen, and inputs a call telephone number, a messenger type, and a user ID (step S604). For example, as shown in FIG. 8, 09000000001 is input as the calling telephone number, Yahoo messenger is input as the messenger type, and useb is input as the user ID. For example, an input area for selecting one item from options prepared in advance may be provided. When the user selects one of the options, the selected one is displayed on the screen. The input area may be called a list box. When the user inputs a registration item, the user presses OK. As a result, the calling telephone number, the messenger type, and the user ID input on the registration screen are transmitted to the information registration processing device 604 (step S606). The information registration processing device 604 temporarily holds the notified calling number, messenger type, and user ID (step S608). For example, the information registration processing device 604 may be temporarily stored in an internal memory or the like.

  The information registration processing device 604 transmits a call request screen for requesting a call to the telephone 300 to the PC 500 (step S610). The PC 500 displays the screen for the user. For example, a call request screen as shown in FIG. 9 may be displayed. On the call request screen, a call telephone number, a messenger type, and a user ID may be displayed. In addition, a telephone number of a call destination is displayed on the call request screen. In the example shown in FIG. 9, 0912345678901 is displayed as the destination telephone number.

  The information registration processing device 604 transitions to a confirmation waiting state for the calling ID (step S612).

  The user makes a call from the telephone using the service to the ASP telephone number while viewing the call request screen (step S614). For example, a call is sent from the telephone 300 to the telephone processing device 602. Here, the telephone 300 makes a call to the telephone number 0912345678901 of the telephone processing device 602. The call includes the calling number of the telephone 300. Here, 09000000001 is used as the calling number.

  A call from the telephone 300 arrives at the telephone processing device 602 included in the ASP 600.

  Based on the incoming call from the telephone 300, the telephone processing device 602 notifies the information registration processing device 604 of the calling number of the telephone 300 included in the incoming call (step S616).

  The information registration processing device 604 confirms that the calling number of the telephone 300 notified by the telephone processing device 602 matches the calling number stored in step S608. If there is a match as a result of the confirmation, the information registration processing device 604 stores the calling number, the messenger type, and the user ID in the messenger information table 606 using the match as a trigger.

  When the writing to the messenger information table 606 is completed, the information registration processing device 604 notifies the PC 500 that the registration process has been accepted (step S620). As a result, a registration acceptance screen is displayed on the PC 500. For example, a registration acceptance screen as shown in FIG. 10 may be displayed. The registration reception screen may include a calling telephone number, a messenger type, and a user ID. When the user confirms that the registered content is correct, press OK. As a result, the registered content is confirmed.

  By performing such advance preparation, the messenger information table can be securely registered in the ASP. This is because a third party cannot send a calling number by executing such a registration procedure.

  An operation when an operator such as a call center that receives a call from a user notifies the user's PC 500 of information indicating the location where the information resource exists based on a verbal request from the user is described with reference to FIG. I will explain. The information indicating the location where the information resource exists may include a URL, a mail address, program activation information, and the like. Here, the URL may be called a WEB address.

  The telephone 400 receives an incoming call from the telephone 300 (step S1102). For example, the user uses the telephone 300 to call an inquiry telephone number such as a call center. The call includes the calling number of the telephone 300. In the present embodiment, a case where 09000000001 is set as an example of the calling number of the telephone 300 will be described. The telephone 400 rings and the calling number of the telephone 300 used by the user is displayed on the telephone 400.

  When the telephone 400 rings in step S1102, the messenger agent of the PC 200 is activated (step S1104). For example, the operator may perform an activation operation of the messenger agent of the PC 200 when the telephone 400 rings. Alternatively, the messenger agent of the PC 200 may be automatically activated when the telephone 400 rings. Further, the ASP 600 may transmit a messenger agent activation request to the PC 200. In this case, the PC 200 that has received the activation request may activate the messenger agent.

  The messenger agent activated in the PC 200 requests the user's calling number input. The user inputs the user's calling number displayed on the telephone 400. In the present embodiment, the user inputs 09000000001 as the calling number of the telephone 200. Also, the PC 200 acquires the calling party number of the telephone 300 from the telephone 400 when the messenger agent is activated. Then, the PC 200 may automatically input the acquired calling number in response to a user's calling number input request.

  The operator confirms the activation of the messenger agent and responds to the telephone 300 (step S1108). For example, the operator may respond by on-hook or the like.

  A call channel is established between the telephone 300 and the telephone 400 (step S1110). As a result, a call between the user and the operator is started.

  A case where the operator wants the user to browse the web page information in the exchange between the user and the operator will be described. For example, the operator may want the user to browse a web page where he can browse his product.

  The user makes a request (hereinafter referred to as “WEB address notification request”) to request the operator to know the WEB address of the product through the call channel (step S1112). The WEB address notification request may be requested when the user approves the request from the operator, not from the user.

  The operator requests the user to start the messenger application (step S1114).

  The user activates the messenger application in response to the messenger application activation request from the operator (step S1116). For example, the user may perform a startup operation of the messenger application of the PC 500 in response to a startup request of the messenger application. Further, the messenger application of the PC 500 may be automatically started in response to a request for starting the messenger application from the telephone 400. For example, the telephone 400 may transmit a request for starting a messenger application to the PC 500.

  When the user performs the activation operation of the messenger application of the PC 500, for example, the messenger application is activated and logged in (step S1118). In some cases, sign-in is performed instead of login. Whether login or sign-in is performed depends on the messenger application used by the user. For example, if the startup operation of the messenger application has already been performed, steps S1116 and S1118 are omitted.

  The operator confirms that the messenger application is activated on the PC 500. The operator requests the PC 200 to start a messenger application (step S1120). For example, the operator may perform an activation request operation on a messenger agent activated on the PC 200. For example, the user may perform a messenger application activation request operation on the messenger agent by performing an operation such as pressing down a button for starting a session. The messenger application is activated in response to the activation request.

  The messenger application accesses the ASP 600 and requests the messenger type and user ID corresponding to the calling number (step S1122). For example, the messenger application activated in the PC 200 requests the messenger type and user ID corresponding to the calling number by transmitting the calling number to the ASP 600. For example, the messenger application activated on the PC 200 transmits the calling number to the IP address of the ASP 600. The IP address of the ASP 600 may be stored in the PC 200 in advance.

  The ASP 600 acquires the messenger type and user ID corresponding to the calling number based on the calling number transmitted by the messenger application (step S1124). For example, the information registration processing device 604 refers to the messenger information table 606, and acquires the messenger type corresponding to the calling number transmitted by the messenger application and the user ID. The messenger information table 606 may be a database. In the messenger information table 606, the table name and the IP address are associated with each other. The PC 200 accesses the ASP 600 based on the IP address.

  The information registration processing device 604 transmits the messenger type corresponding to the calling number and the user ID to the PC 200 (step S1126).

  The PC 200 determines the messenger application activated by the PC 500 based on the messenger type transmitted by the ASP 600. Then, the PC 200 activates the determined messenger application (step S1128).

  After starting the messenger application, the PC 200 transmits a chat message to the user ID acquired in step S1126 (step S1130). The chat message may include a WEB address. For the WEB address included in the chat message, a character string registered in advance may be selected by the operator, or the operator may type in a chat screen from a keyboard or the like.

  The chat message transmitted in step S1130 is displayed on the screen of the messenger application activated in PC 500 (step S1132).

  The user clicks on the WEB address displayed on the screen of the messenger application. As a result, the web browser is activated on the PC 500, and the web page corresponding to the desired URL is displayed. In a general messenger application, a corresponding application can be executed by clicking a URL.

  Here, as an example, the case where the user wants to view the information displayed on the WEB page has been described. In addition, it may be used when notifying the user of a contact e-mail address or starting a video chat on a PC. In such a case, the chat message may include an email address. When the user clicks the mail address, the mailer transmission software is activated. The transmission software may be activated in a state where the mail address is input in the transmission address field. A mailer may also be called a message user agent. The chat message may include a program execution path. When the user clicks the execution path of the program, a desired program is activated. The program may include video chat, remote assistance, and screen sharing software.

  Moreover, you may use Yahoo messenger and MSN messenger as a messenger application. The messenger application may be an original messenger created by a call center or a third party.

  Here, a case has been described where the messenger application corresponding to the calling number is started in step S1128. In the PC 200, when the messenger agent is activated, the ASP 600 may be accessed, and the messenger application indicated by the messenger type included in the messenger information table 606 may be activated. In this case, all the messenger applications may be activated, or a predetermined number of messenger applications that are used by a large number of users may be activated. By doing so, the process of step S1128 can be omitted.

  Further, when the type of messenger application used between the operator and the user is known, the notification of the messenger type may not be performed from the ASP 600 to the PC 200. In this case, the user ID may be notified from the ASP 600 to the PC 200.

  According to this embodiment, when registering a messenger application and user ID corresponding to the calling number of the telephone session in the ASP, the calling number received by calling the ASP by the user is used as a registration trigger. By doing so, a registration method with high security and convenience can be realized.

  According to this embodiment, a service for a user can be added while the user is talking to an operator such as a call center. The service includes browsing of the WEB screen and screen sharing. Using the chat function of the messenger application corresponding to the calling number of the user while making a call, the operator can notify the user of information indicating the location where the information resource exists.

  For example, when a user initiates a PC session in the middle of establishing a telephone session between the user and the operator, a character information notification for starting the PC session is sent as a chat text message. Can be notified. The user can establish a session simply by clicking on the character information for starting the session included in the notified character message.

  Further, when notifying by a chat text message, the notification can be made based on the messenger application used by the user corresponding to the telephone session calling number and its user ID. This eliminates the need to verbally convey character information for starting the PC session. Errors due to notification of character information for activating the PC session can be reduced.

It is explanatory drawing which shows the system which concerns on one Example. It is a partial block diagram which shows the main apparatus which concerns on one Example. It is a flowchart which shows operation | movement of the system which concerns on one Example. It is a flowchart which shows operation | movement of the system which concerns on one Example. It is explanatory drawing which shows the system which concerns on one Example. It is a flowchart which shows operation | movement of the system which concerns on one Example. It is explanatory drawing which shows operation | movement of the system which concerns on one Example. It is explanatory drawing which shows operation | movement of the system which concerns on one Example. It is explanatory drawing which shows operation | movement of the system which concerns on one Example. It is explanatory drawing which shows operation | movement of the system which concerns on one Example. It is a flowchart which shows operation | movement of the system which concerns on one Example.

Explanation of symbols

DESCRIPTION OF SYMBOLS 50 Communication network 60 Communication network 100 Main apparatus 102 Control part 104 Setting memory | storage part 106 Messenger information table 108 Extension interface 110 Switch 112 LAN interface part 114 Outside line interface part 116 Hub (HUB)
200 PC (personal computer)
300 Telephone 400 (400 ₁ ,..., 400 _n ) (n is an integer where n> 0) Telephone 500 PC
600 Application Service Provider (ASP:: Application Service Provider)
602 Telephone processing unit 604 Information registration processing unit 606 Messenger information table

Claims (8)

From the side having a first communication device and a first telephone, a service providing method in a system for providing services to the side having the second communication apparatus and a second telephone,
A method based on the incoming call to the first telephone from said second telephone, before Symbol first communication device, to acquire the outbound number of the second telephone apparatus,
The first telephone activating a messenger service of the second communication device;
From the storage device in which the first communication device stores the call number of the second telephone, the identifier of the user who uses the second communication device, and the type of messenger service used by the user in association with each other. , based on the calling number of said second telephone acquired in the step of acquiring the calling number, the user identifier using the second communication device, acquiring the type of the messenger service to which the user uses ,
The first communication device, according to the type of messenger service acquired in the step of acquiring a type of the messenger service, comprising the steps of starting the messenger service,
Based on the user identifier acquired in the step of acquiring the type of the messenger service by the first communication device, information indicating a location where an information resource for providing the service exists for the user identifier And providing a service providing method. The service providing method according to claim 1 ,
Holding a calling number of the second telephone from the second communication device, an identifier of a user using the second communication device, and a type of messenger service used by the user;
A step to the second communication device to I line outgoing request to the second telephone,
Based on the incoming call from the telephone of the second, and the calling number contained in該着signal, the calling number and is to that if agreement second telephone held in the step of the holding, in said storage device, Storing the caller number of the second telephone, the identifier of the user who uses the second communication device, and the type of messenger service used by the user in association with each other ;
A service providing method. The service providing method according to claim 1 or 2 ,
The information indicates the location of the information resources to provide the service, contain the string, the service providing method. The service providing method according to any one of claims 1 to 3 ,
The second communication device displaying information indicating a location where the information resource exists;
The second communication device, based on the presence information indicating the location of the clicked the information resources, and a step of performing a service, the service providing method. The service providing method according to any one of claims 1 to 4,
The storage device is a service providing method included in a main device or an application service provider. The service providing method according to any one of claims 1 to 5 ,
The service providing method , wherein the information indicating the location of the information resource includes a URL (Uniform Resource Locator), a mail address, and program activation information. From the side having a first communication device and a first phone, a server apparatus in a system for providing services to the side having the second communication apparatus and a second telephone,
From the storage device that stores the call number of the second telephone, the identifier of the user who uses the second communication device, and the type of messenger service used by the user in association with each other by the first communication device. Means for obtaining the identifier of the user corresponding to the transmitted transmission number of the second telephone, and the type of messenger service used by the user;
Wherein the identifier of the user acquired by the means for obtaining the type of the messenger service to which the user uses, and means for notifying the first communication apparatus, the server apparatus. The server device according to claim 7 ,
And calling number of said second telephone from the previous SL second communication device, and the identifier of the user using said second communication device, a holding means for holding the type of messenger service to which the user uses,
The second communication device, the outgoing call request means to I line outgoing request to the second telephone,
Front SL based on the call from the second phone, a calling number contained in該着signal, if the calling number of the second telephone held in the holding means that matches, in the storage device, the A determination means for storing the call number of the second telephone, the identifier of the user who uses the second communication device, and the type of the messenger service used by the user in association with each other ;
A server device.

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