JP6981306B2 - Processing system, transmission program, generation program, QR code generation program, information processing device and transmission method - Google Patents

Description

The present invention relates to a processing system, a transmission program, a generation program, a QR code (registered trademark) generation program, an information processing apparatus, and a transmission method.

For inquiries, voice guidance is automatically sent to prompt you to enter a number according to the message, an appropriate response message according to the message is sent, or an operator is called. An automatic voice response device (IVR: Interactive Voice Response) that automatically performs is introduced in a call center or the like.

Japanese Unexamined Patent Publication No. 9-186759

However, even if the caller knows which number to enter according to the message, wait for the period during which the number input for message distribution is not accepted before entering the number. Must be annoying.

One aspect is to provide a processing system or the like that supports automatic input of numbers at appropriate timings.

In one embodiment, it has an automated voice response system and an information processing device. The automatic voice response system automatically responds by voice when there is an incoming call to a specific telephone number, and sends a specific message or controls specific incoming call processing according to the reception of predetermined number information in a predetermined period after the incoming call. I do. The information processing apparatus includes the specific telephone number, the standby instruction according to the predetermined period, and the data including the specific number according to the access, and includes the hyperlink information that can be used for transmission. Send the page to the accessing device.

As one aspect, it can help to automatically enter numbers at appropriate times.

FIG. 1 is an explanatory diagram showing an example of the processing system of the first embodiment. FIG. 2 is an explanatory diagram showing an example of a definition DB. FIG. 3 is an explanatory diagram showing an example of the hardware configuration of the information processing apparatus. FIG. 4 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus of the first embodiment. FIG. 5 is an explanatory diagram showing an example of the inquiry screen. FIG. 6 is a flow chart showing an example of the processing operation of the control unit in the information processing apparatus related to the first reception processing. FIG. 7 is a flow chart showing an example of the processing operation of the terminal device related to the first transmission processing. FIG. 8 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus of the second embodiment. FIG. 9 is a flow chart showing an example of the processing operation of the control unit in the information processing apparatus related to the second reception processing. FIG. 10 is a flow chart showing an example of the processing operation of the terminal device involved in the second transmission processing. FIG. 11 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus according to the third embodiment. FIG. 12 is a flow chart showing an example of the processing operation of the control unit in the information processing apparatus related to the third reception processing. FIG. 13 is a flow chart showing an example of the processing operation of the terminal device related to the third transmission processing. FIG. 14 is an explanatory diagram showing an example of a computer that executes a transmission program.

Hereinafter, examples of the processing system and the like disclosed in the present application will be described in detail with reference to the drawings. The disclosed technology is not limited by the present embodiment. In addition, the examples shown below may be appropriately combined as long as they do not cause a contradiction.

FIG. 1 is an explanatory diagram showing an example of the processing system of the first embodiment. The processing system shown in FIG. 1 has a plurality of terminal devices 2, a communication network 3, an automatic voice response (IVR) device 4, an information processing device 5, and a definition DB (Data Base) 6. The processing system 1 is, for example, a call center system of an insurance company or the like.

Each terminal device 2 is, for example, a communication terminal such as a user's smartphone or tablet terminal, a communication terminal such as a personal computer, or the like. The terminal device 2 accesses the IVR device 4 in response to a call operation to a specific telephone number. The IVR device 4 automatically responds by voice when there is an incoming call to a specific telephone number, sends a specific message or controls specific incoming call processing according to the reception of the specific number in a predetermined period after the incoming call. It is an automatic voice response system. The predetermined period is, for example, a period for monitoring the reception of predetermined number information from the terminal device 2 within 2 seconds from the incoming call answering. The specific number is an IVR number such as a specific message according to a message or an IVR automatic dial number instructing a specific incoming call processing control. The specific message is, for example, a response message of a message corresponding to an IVR number. The specific incoming call processing control is, for example, call forwarding to the inquiry department of the subject corresponding to the IVR number.

For example, assuming a call center of an insurance company, the IVR device 4 has a two-layer structure consisting of an outline item of a large category and a detailed item of a medium category in the lower structure of the large category. In the large category, for example, there are three types of summary items: "new" such as a new contract, "edit" such as a contract change, and "deletion" such as a contract cancellation. In the middle category, for example, there are three types of detailed items, "inquiry", "trouble", and "cancellation". For example, the "new" summary item in the large category has detailed item items such as "inquiry", "trouble", and "cancellation" in the middle category as its lower hierarchy. For example, the outline item of "edit" in the large category has detailed item items such as "inquiry", "trouble" and "cancellation" in the middle category as the lower hierarchy. For example, the outline item of "deletion" in the large category has detailed item items such as "inquiry", "trouble" and "cancellation" in the middle category as the lower hierarchy.

FIG. 2 is an explanatory diagram showing an example of the record structure of the definition DB6. The definition DB 6 shown in FIG. 2 manages the internal ID 61A, the item name 61B, the classification code 61C, the related source internal ID 61D, the specific telephone number 61E, the IVR number 61F, and the parent flag 61G in association with each other. ing. The internal ID 61A is an ID that manages the message items. Item name 61B is a name that identifies a message item. The classification code 61C is a code for classifying the subject items. The related source internal ID 61D is an internal ID of a large category in the upper layer of the message item. The specific telephone number 61E is a telephone number of the call center corresponding to the subject item. The IVR number 61F is an IVR number that indicates a specific message corresponding to a message item or a specific incoming call processing control. The parent flag 61G is a flag that identifies whether or not the message item is a summary message item in a large category.

For the internal ID "0000010", for example, the item name 61B is "new", the classification code 61C is "A100", the related source internal ID 61D is "Null", the specific telephone number 61E is "05211111111", and the IVR number 61F is "". 1 ”, the parent flag 61G is“ 1 ”. For the internal ID "000002", for example, the item name 61B is "edit", the classification code 61C is "A200", the related source internal ID 61D is "Null", the specific telephone number 61E is "05211111111", and the IVR number 61F is "". 2 ”, the parent flag 61G is“ 1 ”. For the internal ID "000003", for example, the item name 61B is "deleted", the classification code 61C is "A300", the related source internal ID 61D is "Null", the specific telephone number 61E is "05211111111", and the IVR number 61F is "". 3 ”, the parent flag 61G is“ 1 ”.

For the internal ID "000004", the item name 61B is "inquiry", the classification code 61C is "A110", the related source internal ID 61D is "000001", the specific telephone number 61E is "05211111111", and the IVR number 61F is "4". , The parent flag 61G is "0". For the internal ID "0000050", the item name 61B is "trouble", the classification code 61C is "A120", the related source internal ID 61D is "000001", the specific telephone number 61E is "05211111111", and the IVR number 61F is "5". , The parent flag 61G is "0".

In the internal ID "000007", the item name 61B is "inquiry", the classification code 61C is "A210", the related source internal ID 61D is "000002", the specific telephone number 61E is "05211111111", and the IVR number 61F is "4". , The parent flag 61G is "0". For the internal ID "0000080", the item name 61B is "trouble", the classification code 61C is "A220", the related source internal ID 61D is "000002", the specific telephone number 61E is "05211111111", and the IVR number 61F is "5". , The parent flag 61G is "0".

For the internal ID "000100", the item name 61B is "inquiry", the classification code 61C is "A310", the related source internal ID 61D is "000030", the specific telephone number 61E is "05211111111", and the IVR number 61F is "4". , The parent flag 61G is "0". For the internal ID "000110", the item name 61B is "trouble", the classification code 61C is "A320", the related source internal ID 61D is "000030", the specific telephone number 61E is "05211111111", and the IVR number 61F is "5". , The parent flag 61G is "0".

The table contents in the definition DB 6 can be edited through a maintenance terminal (not shown).

It is assumed that the IVR device 4 detects an incoming call to a specific telephone number "05211111111" from the terminal device 2, and receives the IVR number "1" from the terminal device 2 after the incoming call is detected. In this case, the IVR device 4 refers to the definition DB 6 and recognizes the terminal device 2 as a “new” summary item of the classification code A100 corresponding to the IVR number “1”. Then, the IVR device 4 executes a specific message or incoming call control process according to the "new" summary message item of the classification code A100.

It is assumed that the IVR device 4 detects an incoming call to a specific telephone number "05211111111" from the terminal device 2, and subsequently receives the IVR numbers "1" and "5" from the terminal device 2 after the incoming call is detected. In this case, the IVR device 4 refers to the definition DB 6 and refers to the "new" of the classification code A100 corresponding to the IVR number "1" and the "trouble" of the classification code A120 corresponding to the IVR number "5", that is, for an overview. Recognize as a detailed matter item of "trouble" in the matter item "new". Then, the IVR device 4 executes a specific message or incoming call control process according to the "new" summary message item of the classification code A100 and the detailed message item of the "trouble" of the classification code A120.

It is assumed that the IVR device 4 detects an incoming call to a specific telephone number "05211111111" from the terminal device 2, and subsequently receives the IVR numbers "2" and "5" from the terminal device 2 after the incoming call is detected. In this case, the IVR device 4 refers to the definition DB 6 and performs "editing" of the classification code A200 corresponding to the IVR number "2" and "trouble" of the classification code A220 corresponding to the IVR number "5" from the terminal device 2. recognize. That is, the IVR device 4 recognizes it as a detailed item of "trouble" in the outline item "edit". Then, the IVR device 4 executes a specific message or incoming call control process according to the outline item of the "edit" of the classification code A200 and the detailed item of the "trouble" of the classification code A220.

FIG. 3 is an explanatory diagram showing an example of the hardware configuration of the information processing apparatus 5. The information processing apparatus 5 shown in FIG. 3 includes a communication IF 21, an HDD (Hard Disk Drive) 22, a ROM (Read Only Memory) 23, a RAM (Random Access Memory) 24, a CPU (Central Processing Unit) 25, and the like. It has a bus 26 and. The communication IF 21 is a device that communicates and connects with the communication network 3. The HDD 22 is a storage area for storing various types of information. The ROM 23 is a storage area for storing information such as various programs. The RAM 24 is a storage area for storing various types of information. The CPU 25 controls the entire information processing device 5. The bus 26 is a communication line, a control line, or the like that transmits / receives data to / from the communication IF 21, HDD 22, ROM 23, RAM 24, and CPU 25.

FIG. 4 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus 5 of the first embodiment. The information processing device 5 shown in FIG. 4 has a control unit 5A and a storage unit 5B. The control unit 5A corresponds to, for example, the CPU 25. For example, the control unit 5A expands the transmission program stored in the ROM 23 on the RAM 24, and executes the transmission program expanded on the RAM 24 as a process. Then, the control unit 5A executes the transmission program as a process, for example, by executing the presentation unit 31, the specific unit 32, the first generation unit 33, the second generation unit 34, and the transmission unit 35 as functions. The storage unit 5B corresponds to, for example, HDD 22, ROM 23, RAM 24, and the like. The storage unit 5B has a definition table 41 that stores the same contents as the definition DB 6 shown in FIG. 2, and a link table 42. The link table 42 manages hyperlink information that differs depending on the OS (operating system) type on the terminal device 2 side.

The presentation unit 31 presents the inquiry screen 50 to the access source terminal device 2 in response to the access from the terminal device 2. The terminal device 2 displays and outputs the inquiry screen 50 to a display device (not shown). FIG. 5 is an explanatory diagram showing an example of the inquiry screen 50. The inquiry screen 50 shown in FIG. 5 has a pull-down 51 of a large category, a pull-down 52 of a medium category, and an inquiry button 53.

In the pull-down 51 of the large category, there is an outline requirement of "new" of the classification code "A100", "edit" of the classification code "A200", and "deletion" of the classification code "A300" according to the designated operation. Switch and select items.

In the pull-down 52 of the middle category, the classification codes "A110", "A120", "A130", "A210", "A220", "A230", "A310", "A320" and "A330" are displayed according to the designated operation. Switch and select detailed items such as ".

The inquiry button 53 is a button for transmitting inquiry information including the message items selected by the pull-down 51 of the large category and the pull-down 52 of the medium category to the information processing apparatus 5. It is assumed that the inquiry information includes a classification code for identifying the subject item and the destination of the access source terminal device 2.

The specifying unit 32 specifies the OS type on the terminal device 2 side according to the access from the access source terminal device 2, and specifies the hyperlink type corresponding to the OS type from the link table 42. The OS type is, for example, an OS type of a terminal device 2 such as an android OS or iOS.

When the first generation unit 33 receives the inquiry information corresponding to the designated operation on the inquiry screen 50 from the access source terminal device 2, the first generation unit 33 refers to the definition table 41 and is specific according to the classification code in the inquiry information. Generate specific data including phone numbers, standby instructions and IVR numbers. The standby instructions include, for example, soft poses and hard poses, but for convenience of explanation, it is assumed that the soft poses are set in advance. Soft pause is a function that automatically sends an IVR number 2 seconds after answering an incoming call. Hard pause is a function that allows you to send an IVR number at any time after answering an incoming call. In this embodiment, the preset standby instruction is, for example, a soft pause. As for the standby instruction, the user may select soft pose or hard pose on the inquiry screen 50 of the terminal device 2, and the setting can be changed as appropriate.

The second generation unit 34 specifies a hyperlink type that can be used for transmission according to the OS type, and generates hyperlink information including specific data using the specified hyperlink type. Further, the second generation unit 34 generates a WEB page including hyperlink information. The hyperlink information includes, for example, a type that makes an immediate call and a type that automatically registers the hyperlink information at the dial destination and makes a call according to the call operation of the call button. The transmission unit 35 transmits the WEB page generated by the second generation unit 34 to the access source terminal device 2 based on the destination in the inquiry information.

When the first generation unit 33 receives the inquiry information of the classification code A100, the first generation unit 33 refers to the definition table 41, and is specific data including "05211111111" of the specific telephone number 61E, "1" of the IVR number 61F, and a standby instruction. To generate. Further, when the first generation unit 33 receives the inquiry information of the classification codes A100 and A110, the first generation unit 33 refers to the definition table 41, “05211111111” of the specific telephone number 61E, “1” and “4” of the IVR number 61F. ”And generate specific data including wait instructions. The second generation unit 34 generates hyperlink information including specific data, and transmits a WEB page including the generated hyperlink information to the access source terminal device 2.

When the terminal device 2 receives the WEB page corresponding to the inquiry information from the information processing device 5 and detects an access operation to the hyperlink information in the WEB page, the terminal device 2 automatically makes a call to a specific telephone number in the hyperlink information. .. Further, the terminal device 2 automatically transmits the IVR number in the hyperlink information in response to the standby instruction in the hyperlink information after the automatic transmission to the specific telephone number. The terminal device 2 can automatically send a specific telephone number and IVR number only by accessing the hyperlink information in the WEB page.

It is assumed that the terminal device 2 receives, for example, a WEB page corresponding to the inquiry information of the classification code A100 from the information processing device 5. Then, when the terminal device 2 detects an access operation to the hyperlink information in the WEB page, it automatically makes a call to a specific telephone number "05211111111" in the hyperlink information. Further, the terminal device 2 automatically transmits the IVR number “1” in the hyperlink information in response to the standby instruction in the hyperlink information.

It is assumed that the terminal device 2 receives, for example, a WEB page corresponding to the inquiry information of the classification codes A100 and A110 from the information processing device 5. Then, when the terminal device 2 detects an access operation to the hyperlink information in the WEB page, it automatically makes a call to a specific telephone number "05211111111" in the hyperlink information. Further, the terminal device 2 automatically transmits the IVR number "1" in response to the standby instruction in the hyperlink information, and further automatically transmits the IVR number "4" in response to the standby instruction in the hyperlink information. In the wait instruction in the specific data, since the hierarchical structure of the inquiry item is two layers, a single soft pose and two soft poses are exemplified. However, when the hierarchical structure is three or more layers, the soft pose is used. The number may be three or more, and can be changed as appropriate.

Next, the operation of the processing system 1 of the first embodiment will be described. FIG. 6 is a flow chart showing an example of the processing operation of the control unit 5A in the information processing apparatus 5 related to the first reception processing. In FIG. 6, the control unit 5A determines whether or not the access from the terminal device 2 is detected (step S11). When the identification unit 32 in the control unit 5A detects the access from the terminal device 2 (affirmation in step S11), the identification unit 32 specifies the OS type of the access source terminal device 2 (step S12).

After specifying the OS type of the access source terminal device 2, the presentation unit 31 in the control unit 5A presents the inquiry screen 50 to the access source terminal device 2 (step S13). The first generation unit 33 in the control unit 5A determines whether or not the inquiry information corresponding to the designated operation on the inquiry screen 50 has been received from the access source terminal device 2 (step S14). The inquiry information includes a classification code corresponding to the designated operation and the destination of the access source terminal device 2. When the first generation unit 33 receives the inquiry information (affirmation in step S14), the first generation unit 33 refers to the definition table 41, and the specific data including the specific telephone number, the standby instruction, and the IVR number corresponding to the classification code in the inquiry information. Is generated (step S15). It is assumed that the standby instruction is set in advance.

The second generation unit 34 of the control unit 5A specifies the hyperlink type according to the OS type from the link table 42 (step S16), and uses the specified hyperlink type to generate hyperlink information including specific data. Generate (step S17). The second generation unit 34 generates a WEB page including hyperlink information (step S18). The transmission unit 35 in the control unit 5A transmits the WEB page to the access source terminal device 2 (step S19), and ends the processing operation shown in FIG. When the inquiry information is not received (step S14 is denied), the first generation unit 33 proceeds to step S14 in order to determine whether or not the inquiry information has been received. When the control unit 5A does not detect the access from the terminal device 2 (denial in step S11), the control unit 5A ends the processing operation shown in FIG.

The information processing device 5 that executes the first reception process generates hyperlink information including a specific telephone number, a standby instruction, and an IVR number according to a designated operation according to an access from the terminal device 2. Further, the information processing device 5 transmits a WEB page including hyperlink information to the access source terminal device 2. As a result, the user of the terminal device 2 can acquire the WEB page of the hyperlink information including the specific telephone number, the standby instruction, and the IVR number according to the instruction operation.

The information processing device 5 transmits a WEB page including hyperlink information of the hyperlink type corresponding to the OS type of the terminal device 2 to the access source terminal device 2. As a result, the terminal device 2 can acquire the WEB page including the hyperlink information according to the OS type of the own terminal.

FIG. 7 is a flow chart showing an example of the processing operation of the terminal device 2 related to the first transmission processing. In FIG. 7, the terminal device 2 determines whether or not an access operation to the hyperlink information in the WEB page received from the information processing device 5 is detected (step S21). When the terminal device 2 detects an access operation for the hyperlink information (affirmation in step S21), the terminal device 2 executes an outgoing call operation for a specific telephone number in the hyperlink information (step S22). Further, the terminal device 2 executes the transmission operation of the IVR number in the hyperlink information in response to the standby instruction in the hyperlink information (step S23), and ends the processing operation shown in FIG. 7. Further, when the terminal device 2 does not detect the access operation for the hyperlink information in the WEB page (denial in step S21), the terminal device 2 ends the processing operation shown in FIG. 7.

When the terminal device 2 detects an access operation to the hyperlink information in the WEB page, it automatically makes a call to a specific telephone number in the WEB page, and automatically makes an IVR number in response to a standby instruction. As a result, the user of the terminal device 2 can automatically input the specific telephone number and IVR number at an appropriate timing. Can assist in entering specific phone numbers and IVR numbers.

The terminal device 2 transmitted the inquiry information including the classification code to the information processing device 5 according to the designated operation on the inquiry screen 50. However, the terminal device 2 directly inputs a specific telephone number, a standby instruction, and an IVR number corresponding to the classification code of the inquiry screen 50, and processes inquiry information including these specific telephone numbers, the standby instruction, and the IVR number. It may be transmitted to the device 5. The embodiment in that case will be described below as Example 2.

FIG. 8 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus 5X of the second embodiment. The information processing device 5X shown in FIG. 8 has a control unit 5C and a storage unit 5B. For example, the control unit 5C expands the generation program stored in the ROM 23 on the RAM 24, and executes the generation program expanded on the RAM 24 as a process. By executing the generation program as a process, the control unit 5C executes, for example, the presentation unit 31A, the specific unit 32, the first generation unit 33A, the second generation unit 34A, and the output unit 35A as functions.

The presentation unit 31A presents to the terminal device 2 an input screen that enables direct input of a specific telephone number, a standby instruction, and an IVR number corresponding to the classification code according to the access from the terminal device 2. The standby instruction is set in advance for convenience of explanation.

The first generation unit 33A generates specific data including a specific telephone number, a standby instruction, and an IVR number in response to an input on an input screen. The second generation unit 34A specifies a hyperlink type that can be used for transmission according to the OS type, and generates hyperlink information including specific data using the specified hyperlink type. The output unit 35A outputs hyperlink information including specific data. The output unit 35A outputs hyperlink information including specific data on the screen.

When the terminal device 2 detects an access operation to the hyperlink information output from the information processing device 5X, the terminal device 2 automatically makes a call to a specific telephone number in the hyperlink information. Further, the terminal device 2 automatically transmits the IVR number in the hyperlink information in response to the standby instruction in the hyperlink information after the automatic transmission to the specific telephone number.

Next, the operation of the processing system 1 of the second embodiment will be described. FIG. 9 is a flow chart showing an example of the processing operation of the control unit 5C of the information processing apparatus 5X related to the second reception processing.

In FIG. 9, the control unit 5C determines whether or not the input of a specific telephone number, standby instruction, and IVR number is detected from the input screen being presented to the access source terminal device 2 (step S51). When the first generation unit 33A in the control unit 5C detects the input of a specific telephone number, standby instruction and IVR number (affirmation in step S51), the first generation unit 33A outputs specific data including the specific telephone number, standby instruction and IVR number. Generate (step S52).

The second generation unit 34B in the control unit 5C generates hyperlink information including specific data (step S53). The output unit 35A in the control unit 5C outputs hyperlink information including specific data (step S54), and ends the processing operation shown in FIG. When the first generation unit 33A does not detect the input of the specific telephone number, the standby instruction, and the IVR number (denial in step S51), the first generation unit 33A ends the processing operation shown in FIG.

When the information processing device 5X that executes the second reception process detects the input of a specific telephone number, standby instruction, and IVR number from the terminal device 2, hyperlink information including the specific telephone number, standby instruction, and IVR number. Is output. As a result, the user of the terminal device 2 can acquire hyperlink information including a specific telephone number, a standby instruction, and an IVR number.

FIG. 10 is a flow chart showing an example of the processing operation of the terminal device 2 involved in the second transmission processing. In FIG. 10, the terminal device 2 determines whether or not an access operation for the hyperlink information output by the information processing device 5X has been detected (step S61). When the terminal device 2 detects an access operation for the hyperlink information (affirmation in step S61), the terminal device 2 executes an outgoing call operation for a specific telephone number in the hyperlink information (step S62). Further, the terminal device 2 executes the transmission operation of the IVR number in the hyperlink information in response to the standby instruction in the hyperlink information (step S63), and ends the processing operation shown in FIG. Further, when the terminal device 2 does not detect the access operation for the hyperlink information (denial in step S61), the terminal device 2 ends the processing operation shown in FIG.

When the terminal device 2 detects an access operation to the hyperlink information, it automatically makes a call to a specific telephone number in the hyperlink information, and automatically makes an IVR number in response to a standby instruction in the hyperlink information. As a result, the user of the terminal device 2 can automatically input the specific telephone number and IVR number at an appropriate timing.

The information processing apparatus 5X of the second embodiment outputs hyperlink information including specific data including a specific telephone number, a standby instruction, and an IVR number, but is not limited to the hyperlink information and outputs only specific data. You may output it. Further, a QR code including specific data may be output, and the embodiment thereof will be described below as Example 3. The same configuration as that of the processing system 1 of the second embodiment is designated by the same reference numeral, and the description of the overlapping configuration and operation will be omitted.

FIG. 11 is an explanatory diagram showing an example of the functional configuration of the information processing apparatus 5Y of the third embodiment. The information processing device 5Y shown in FIG. 11 has a control unit 5D and a storage unit 5B. For example, the control unit 5D expands the QR code generation program stored in the ROM 23 on the RAM 24, and executes the QR code generation program expanded on the RAM 24 as a process. Then, the control unit 5D executes the QR code generation program as a process, for example, by executing the presentation unit 31A, the specific unit 32, the first generation unit 33A, the third generation unit 34B, and the output unit 35B as functions. do.

The presentation unit 31A presents to the terminal device 2 an input screen that enables direct input of a specific telephone number, a standby instruction, and an IVR number corresponding to the classification code according to the access from the terminal device 2. The standby instruction is set in advance for convenience of explanation.

The first generation unit 33A generates specific data including a specific telephone number, a standby instruction, and an IVR number in response to an input on an input screen. The third generation unit 34B converts the specific data into a QR code. The output unit 35B outputs the QR code on the screen.

Another terminal device 2 different from the terminal device 2 for inputting specific data including a specific telephone number or the like has a QR code reading function. The other terminal device 2 reads the QR code output from the information processing device 5Y, and when it detects an access operation to the read QR code, it automatically makes a call to a specific telephone number in the QR code. Further, the other terminal device 2 automatically transmits the IVR number in the QR code in response to the standby instruction in the QR code after the automatic transmission to the specific telephone number.

Next, the operation of the processing system 1 of the third embodiment will be described. FIG. 12 is a flow chart showing an example of the processing operation of the control unit 5D of the information processing apparatus 5Y related to the third reception processing.

In FIG. 12, the control unit 5D determines whether or not the input of a specific telephone number, standby instruction, and IVR number is detected from the input screen being presented to the access source terminal device 2 (step S31). When the first generation unit 33A in the control unit 5D detects the input of a specific telephone number, standby instruction and IVR number (affirmation in step S31), the first generation unit 33A outputs specific data including the specific telephone number, standby instruction and IVR number. Generate.

The third generation unit 34B in the control unit 5D converts the specific data into a QR code (step S32). The output unit 35B in the control unit 5D outputs a QR code (step S33), and ends the processing operation shown in FIG. When the first generation unit 33A does not detect the input of the specific telephone number, the standby instruction, and the IVR number (denial in step S31), the first generation unit 33A ends the processing operation shown in FIG.

When the information processing device 5Y that executes the third reception process detects the input of a specific telephone number, standby instruction, and IVR number from the terminal device 2, it outputs specific data including the specific telephone number, standby instruction, and IVR number. Convert to QR code and output. As a result, the user of the other terminal device 2 can acquire the QR code including the specific telephone number, the standby instruction, and the IVR number output from the information processing device 5Y by using the QR code reading function.

FIG. 10 is a flow chart showing an example of the processing operation of the terminal device 2 related to the third transmission processing. The terminal device 2 that executes the third transmission process is, for example, a terminal device having a QR code reading function, which is different from the terminal device 2 that inputs specific data to the information processing device 5Y.

In FIG. 10, the other terminal device 2 reads the QR code output by the information processing device 5X, and determines whether or not an access operation to the read QR code is detected (step S41). When the terminal device 2 detects an access operation for the QR code (affirmation in step S41), the terminal device 2 executes an outgoing call operation for a specific telephone number in the QR code (step S42). Further, the terminal device 2 executes the transmission operation of the IVR number in the QR code in response to the standby instruction in the QR code (step S43), and ends the processing operation shown in FIG. Further, when the terminal device 2 does not detect the access operation for the QR code (denial in step S41), the terminal device 2 ends the processing operation shown in FIG.

When the terminal device 2 detects an access operation to the QR code, it automatically makes a call to a specific telephone number in the QR code, and automatically sends an IVR number in the QR code in response to a standby instruction in the QR code. As a result, the user of the terminal device 2 can automatically input the specific telephone number and IVR number at an appropriate timing.

The terminal device 2 that executes the third transmission process is, for example, a terminal device having a QR code reading function, which is different from the terminal device 2 that inputs specific data to the information processing device 5Y, but inputs specific data. It may be the terminal device 2 that has been processed.

In the information processing apparatus 5X (5Y) of the above-mentioned Examples 2 and 3, the standby instruction is set in advance, and the specific data including the specific telephone number and the IVR number is input from the terminal device 2, but the specific telephone number, You may enter the IVR number and the standby instruction.

Further, the information processing apparatus 5X of the second embodiment inputs specific data including a specific telephone number, a standby instruction and an IVR number from the terminal device 2, generates hyperlink information including the specific data, and outputs the data. However, the information processing apparatus 5X may generate and output specific data including a specific telephone number, a standby instruction, and an IVR number instead of generating hyperlink information including specific data, and can be changed as appropriate. be.

The information processing device 5X of the second embodiment illustrates a case where the hyperlink information is output to the screen as a method of outputting the hyperlink information including the specific data, but the hyperlink information may be transmitted and output to the terminal device 2. , Can be changed as appropriate.

The information processing device 5Y of the third embodiment illustrates a case where the QR code is output to the screen as a method of outputting the QR code including the specific data, but the QR code may be transmitted and output to the terminal device 2 and is appropriately changed. It is possible.

The information processing apparatus 5 (5X, 5Y) can be implemented as package software or online software by installing a transmission program that realizes a function of outputting specific data on a desired computer. For example, the information processing apparatus 5 (5X, 5Y) may be implemented on-premises as a server that provides a service, or may be implemented as a cloud that provides the above service by outsourcing.

Further, each component of each of the illustrated parts does not necessarily have to be physically configured as shown in the figure. That is, the specific form of distribution / integration of each part is not limited to the one shown in the figure, and all or part of them may be functionally or physically distributed / integrated in any unit according to various loads and usage conditions. Can be configured.

Further, various processing functions performed by each device are performed on a CPU (Central Processing Unit) (or a microcomputer such as an MPU (Micro Processing Unit) or an MCU (Micro Controller Unit)) in whole or in any part thereof. You may try to do it. Further, various processing functions may be executed in whole or in any part on a program analyzed and executed by a CPU (or a microcomputer such as an MPU or MCU) or on hardware by wired logic. Needless to say.

By the way, various processes described in this embodiment can be realized by executing a program prepared in advance on a computer. Therefore, in the following, an example of a computer that executes a program having the same functions as those in the above embodiment will be described. FIG. 14 is an explanatory diagram showing an example of a computer that executes a transmission program.

The computer 100 that executes the transmission program shown in FIG. 14 has a communication device 110, an output device 120, an input device 130, an HDD 140, a ROM 150, a RAM 160, a CPU 170, and a bus 180.

The ROM 150 stores in advance a generation program that exhibits the same functions as those in the above embodiment. The generation program does not necessarily have to be stored in the ROM 150 from the beginning, and the information processing program may be recorded on a recording medium that can be read by a drive (not shown). The recording medium may be, for example, a flexible disk (FD), a CD-ROM, a DVD disk, a USB memory, a portable recording medium such as an SD card or an IC card, a semiconductor memory such as a flash memory, or the like. The computer 100 may read and execute the generation program stored in the recording medium. Further, as shown in FIG. 14, the generation program includes the first generation program 150A, the second generation program 150B, and the transmission program 150C. The programs 150A to 150C may be integrated or dispersed as appropriate.

Then, the CPU 170 reads these programs 150A to 150C from the ROM 150, and expands each of these read programs on the work area of the RAM 160. Then, the RAM 160 functions as each of the expanded programs 150A to 150C as a first generation process 160A, a second generation process 160B, and a transmission process 160C.

The CPU 170 accesses a WEB page including a specific telephone number, a standby instruction according to a predetermined period, and data including the specific number according to the access, and includes hyperlink information that can be used for transmission. Send to the terminal. As a result, it is possible to support the automatic input of the number at an appropriate timing.

1 Processing system 2 Terminal device 4 IVR device 5 Information processing device 5A Control unit

Claims (9)

When there is an incoming call to a specific phone number from the access source terminal , a voice response is automatically made, and a specific message is sent or a specific incoming call processing control is performed according to the reception of the specific number in a predetermined period after the incoming call. Automatic voice response system and
When the inquiry information corresponding to the designated operation is received from the access source terminal, the specific telephone number corresponding to the inquiry information, the standby instruction according to the predetermined period, and the specific number are used. and an information processing apparatus that generates data, including the data, to generate a hyperlink information available to the calling, transmits the WEB page containing the hyperlink information to the access source terminal including,
Based on the hyperlink information included in the WEB page received from the information processing apparatus, the access source terminal that makes a call to the specific telephone number and sends the specific number in response to the standby instruction.
A processing system characterized by being equipped with. The information processing apparatus refers to the storage unit that stores hyperlink information which is different depending on the operating system type, based on information from the access source terminal determines the operating system type of the access source terminal , and transmits the hyperlink information corresponding to the operating system type identified by the determination in the access source terminal,
The processing system according to claim 1. The standby instruction is a soft pause instruction.
The processing system according to claim 1 or 2 , wherein the processing system is characterized by the above. The standby instruction is a plurality of soft pause instructions.
The processing system according to claim 1 or 2 , wherein the processing system is characterized by the above. When the inquiry information corresponding to the specified operation is received from the access source terminal, the data including the specific telephone number corresponding to the inquiry information, the standby instruction according to the predetermined period, and the specific number is input. produced, including the data, to generate a hyperlink information available to the calling, transmits the WEB page containing the hyperlink information to the access source terminal,
A transmission program characterized by having a computer perform processing. Accepts input of data including a specific telephone number, a standby instruction according to a predetermined period, and a specific number corresponding to inquiry information by a specified operation from the access source terminal.
Generate the received data or hyperlink information that can be used for transmission including the data.
A generator characterized by having a computer perform processing. Accepts the input of data including a specific phone number, standby instruction, and specific number corresponding to the inquiry information by the specified operation from the access source terminal.
Convert the received data into a QR code and output it.
A QR code generator characterized by having a computer execute a process. When the inquiry information corresponding to the specified operation is received from the access source terminal, the data including the specific telephone number corresponding to the inquiry information, the standby instruction according to the predetermined period, and the specific number is input. produced, including the data, to generate a hyperlink information available to the originating control unit transmitting a WEB page containing the hyperlink information to the access source terminal,
An information processing device characterized by being equipped with. When the inquiry information corresponding to the specified operation is received from the access source terminal, the data including the specific telephone number corresponding to the inquiry information, the standby instruction according to the predetermined period, and the specific number is input. produced, including the data, to generate a hyperlink information available to the calling, transmits the WEB page containing the hyperlink information to the access source terminal,
A transmission method characterized by performing processing.

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