JPH11122356A - Contract business support system, contract business support method - Google Patents

Abstract

(57) [Summary] [Problem] When conducting a transaction using a telephone, the contents requested by the requester can be confirmed directly and in real time accurately, and the fraudulent input of the operator who receives the telephone call is prevented. And reduce labor and automation of transactions using the telephone. An operator who receives a telephone call 271 from a client by a local telephone for operator 281 receives a telephone call 271 from a data input device 110 according to the contents of a contract through a conversation with the client.
Enter contract data in. This contract data is sent to the voice response device 150 and converted into a transaction content confirmation message that is voice data. At the time of conversion, the transaction content confirmation request message is analyzed, and the corresponding fixed speech piece and a part of this message obtained by speech synthesis are edited. The transaction content confirmation message, which is voice data, is automatically exchanged 2
00 and automatic telephone exchange-computer controller 25
It is sent to the requester's phone under the control of 0.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a data processing method in a computer network, and more particularly, to a method for processing data in a computer network.
An improved system for supporting telephone contracts.

[0002]

2. Description of the Related Art Conventionally, the following methods have been used in order to prevent fraud when an operator who receives a telephone call performs an input when performing a contract business such as a financial transaction or a product transaction or a product order by telephone. Was.

[0003] 1) Data requested by a user is input via telephone, and a different person from the requested person repeats the requested content to the requester again. 2) The contents requested by the user are input via a telephone, and the requested contents are transmitted / mailed by facsimile or postal mail.

[0004] When the method 1) is performed, two people are required for one transaction, and there is a place where the anxiety from the viewpoint of the user cannot be completely eliminated because both persons are involved. In addition, the method 2) has a problem in that since there is no immediacy, even if there is a fraud or an error, it is found later.

[0005]

SUMMARY OF THE INVENTION One object of the present invention is to provide a system capable of preventing an operator who receives a telephone call from inputting wrong or wrong input when making a contract using a telephone. is there.

Another object of the present invention is to provide a system having labor saving, automation, and immediacy.

[0007]

SUMMARY OF THE INVENTION An operator who receives a call from a client via an operator's premises telephone inputs contract data to a data input device in accordance with the contents of the contract in conversation with the client. This contract data is converted into a transaction content confirmation message, which is voice data, and sent to the requester's telephone. As a result, it is possible to check the contents of the request to the client directly and in real time, prevent fraud when the operator who receives the call is input, and provide services with labor saving, automation, and immediacy Improve.

In one aspect of the present invention, (a) a plurality of operator's local telephones and (b) a telephone from a requester's telephone via a line are connected to one of the operator's local telephones. An automatic telephone exchange; and (c) an operator terminal for generating a transaction content confirmation request message including fixed speech piece identification information and voice-synthesized information by inputting contract data according to the transaction content by the operator;
(D) an automatic telephone exchange-computer control device that manages the correspondence between one operator's private telephone connected by the automatic telephone exchange and the operator terminal to which the contract data has been input; The transaction content confirmation request message is analyzed to identify the fixed speech piece stored in advance corresponding to the fixed speech piece identification information, and the speech content of the speech-synthesized information is synthesized, thereby confirming the transaction content as speech data. And (f) the automatic exchange switches the voice of the transaction content confirmation message to the requester's telephone, and the voice response device confirms the transaction content from the requester. The contents of the confirmation result are analyzed, and if it is determined that the previous confirmation result signal indicates affirmative, the confirmation result signal is transferred to the operator terminal. Contract work support system characterized by instructing to transmit a pulling packets is provided.

In another aspect of the present invention, (a) a plurality of operator's private telephones and (b) a telephone call from a requester's telephone via a line are switched to one of the operator's private telephones. An automatic telephone exchange to be connected; (c) an operator terminal for generating a transaction content confirmation request message by an operator inputting contract data according to the transaction content; and (d) at least one of the generated transaction content confirmation request messages. A voice response device for converting a part into a transaction content confirmation message, which is voice data, by synthesizing a part thereof, wherein (e) the automatic exchange is connected to one operator connected by the automatic telephone exchange registered in advance. The client confirms the transaction content based on the information on the correspondence between the local telephone and the operator terminal to which the contract data is input. Contract work support system and transmits the phone is provided.

In another aspect of the present invention, (a) a plurality of operator's private telephones and (b) a telephone call from a requester's telephone via a line are switched to one of the operator's private telephones. An automatic telephone exchange to be connected; (c) an operator terminal for generating a transaction content confirmation request message by the operator inputting contract data according to the transaction content; and (d) one operator connected by the automatic telephone exchange. An automatic telephone exchange-computer controller for managing the correspondence between the private telephone and the operator terminal to which the contract data has been input; and (e) voice-synthesizing at least a part of the generated transaction content confirmation request message. And a voice response device for converting the voice data into a transaction content confirmation message. Contract work support system characterized is provided to transmit the transaction content confirmation to the phone of the requester.

In another aspect of the present invention, (a) a plurality of operator's private telephones and (b) a telephone call from a requester's telephone via a line are switched to one of the operator's private telephones. An automatic telephone exchange to be connected; and (c) an operator terminal for generating a transaction content confirmation request message including fixed speech piece identification information and voice-synthesized information by inputting contract data according to the transaction content by an operator;
(D) analyzing the generated transaction content confirmation request message and specifying a fixed speech piece stored in advance corresponding to the fixed speech piece identification information, while synthesizing the speech-synthesized information to produce a speech And a voice response device for generating a transaction content confirmation message as data. (E) The automatic exchange includes one operator's private telephone connected by the automatic telephone exchange registered in advance, and contract data input thereto. And transmitting the transaction content confirmation to the requester's telephone based on the information on the correspondence relationship with the operator terminal.

In another aspect of the present invention, (a) connecting a telephone from a requester's telephone to one of the operator's premises telephones; Generating a fixed speech piece identification information by inputting contract data from the operator terminal, and a transaction content confirmation request message including the speech synthesis information;
(C) analyzing the generated transaction content confirmation request message to identify a fixed speech piece stored in advance corresponding to the fixed speech piece identification information, while synthesizing the speech-synthesized information to produce a speech; Generating a transaction content confirmation message, which is data; and (d) performing the transaction based on a table for managing a correspondence relationship between the one connected operator's private telephone and the operator terminal to which contract data has been input. Voice repetition of the content confirmation message to the requester's telephone; (e) analyzing the confirmation result signal indicating the confirmation result of the transaction content from the requester; and (f) confirmation result of the previous period Instructing the operator terminal to transmit a transaction packet when the signal is determined to be affirmative. It is subjected.

[0013]

【Example】

A. Hereinafter, an embodiment of the present invention will be described with reference to the drawings. FIG.
Referring to FIG. 2, there is shown a schematic diagram of a hardware configuration of a voice processor, a data input device, a voice synthesis processor, or an automatic telephone exchange-computer controller used in the preferred embodiment of the present invention. The voice processing processor, the data input device, the voice synthesis processor, or the automatic telephone exchange-to-computer control device includes a central processing unit (CPU) 1 and a memory 4. CPU
1 and the memory 4 are connected via a bus 2 to a hard disk device 13 as an auxiliary storage device. A floppy disk drive (or a storage medium drive such as MO or CD-ROM) 20 is a floppy disk controller 1
9 is connected to the bus 2.

Floppy disk drive (or MO, C
A floppy disk (or a storage medium such as an MO or a CD-ROM) is provided in the storage medium drive 20 such as a D-ROM.
The floppy disk or the like, the hard disk device 13, and the ROM 14 can cooperate with an operating system to give instructions to a CPU or the like, and record computer software for implementing the present invention. 4 to be executed.
The computer software can be compressed or divided into a plurality of pieces and recorded on a plurality of media. In a preferred embodiment of the present invention, a hard disk of an audio processor described later has DirectTa from IBM Corporation.
Voice response software such as lk / 6000 is stored. Also, the hard disk of the speech synthesizer has IB
Speech synthesis software such as ProTalker manufactured by Company M is stored.

The speech processor, data input device, speech synthesis processor, or automatic telephone exchange-to-computer controller may further be a system with user interface hardware, wherein the user interface hardware comprises For example, there are a pointing device (mouse, joystick, etc.) 7 or keyboard 6 for inputting, a display 12 for presenting visual data to a user, and a printer connected via a parallel port 16. Is also possible. This voice processing processor, data input device, voice synthesis processor, or automatic telephone exchange-computer controller can connect a modem via a serial port 15.
And modem or token ring or communication adapter 18
It is connected to a network via the like and communicates with other computer systems.

As described above, the voice processor, data input device, voice synthesis processor, or automatic telephone exchange-computer controller of the present invention can be used for ordinary personal computers (PCs), workstations, general-purpose machines, It can be easily understood that the combination can be implemented. However, these components are merely examples, and not all the components are essential components of the present invention. Especially speech processing processors,
The voice synthesizer processor or the automatic telephone exchange-computer controller does not need a user interface or the like, and only needs to have a basic data processing function such as a CPU and a memory and a communication function.

An audio processor, a data input device,
Both the speech synthesis processor and the automatic telephone exchange-computer controller are operating systems such as Windows NT (a trademark of Microsoft) and W
Windows 95 (a trademark of Microsoft), Windows
ows3. x (Microsoft trademark), OS / 2 (I
BM trademark), X-WIN on AIX (IBM trademark)
GUI as standard, such as DOW system (trademark of MIT)
One that supports multi-window environment, PC-D
OS (IBM trademark), MS-DOS (Microsoft trademark) and other character-based environments, as well as OS / Open (IBM trademark) VxWorks (W
ind River Systems, Inc. And a real-time OS such as a trademark of the U.S.A. and is not limited to a specific operating system environment.

On the other hand, as the automatic telephone exchange 200, a Definity manufactured by Lucent Technology Co., Ltd.
G3i / G3k and Melidi manufactured by Northern Telecom
an-1 or the like, and the voice response device 15
0 can be realized by a voice response software such as DirectTalk / 6000 manufactured by IBM Corporation and a PC such as RS / 6000 equipped with hardware such as IBM 9295.

B. System Configuration Next, the system configuration of the contract service support system according to the preferred embodiment of the present invention will be described with reference to the block diagram of FIG.

FIG. 2 is a functional block diagram showing one embodiment of a processing element in the contract service support system 50. In the preferred embodiment of the present invention, the transaction service support system 50 includes operator premises telephones 281 and 28.
3, 285 and the telephone from the requester's telephone via the public line 270 to the operator's local telephones 281, 283,
285, operator terminals (data input terminals) 110, 120, and 130 for inputting contract data in accordance with transaction contents, operator's local telephones 281, 283, 285, and operator terminal 11
Automatic telephone exchange-to-computer control device 250 for managing the correspondence relationship with 0, 120, and 130, and voice for converting contract data input from operator terminals 110, 120, and 130 into a transaction content confirmation message that is voice data. It includes a response device 150 and a speech synthesis processor 140.

The client telephones 271, 273 are ordinary telephones having a telephone function, portable telephones, PHSs, or computers having telephone functions. Client telephone 27
1 and 273 can connect to the automatic telephone exchange 200 via the public line network 270 or a dedicated line by calling the automatic telephone exchange 200 using a normal telephone function.

The automatic telephone exchange 200 has a plurality of trunk circuits 201 and 203,
30 and the time-division switch (NW) 210 to transfer the telephone calls from the requester telephones 271 and 273 to the voice response device 150. Also, the call state storage unit 237
In the case where there are a plurality of communication lines (synthesized voice reproduction lines) of the voice response device 150, the vacant line can be selected by searching the information on the vacancy status for each line stored in the.

In the preferred embodiment of the present invention, the call processor 230 included in the automatic telephone exchange 200 includes a trunk circuit monitoring controller 231 and a time division switch (NW).
It includes a control unit 233, a subscriber circuit monitoring control unit 235, a call state storage unit 237, a call processing control unit 239, an interface control unit 241, and a monitoring event storage unit 243.

The trunk circuit monitoring control unit 231 monitors the trunk circuit monitoring control bus 211 and
The operation statuses of 01 and 203 are inspected. The information detected by the trunk circuit monitoring controller 231 is passed to the call processing controller 239.

The time division switch (NW) control section 233
The time division switch (NW) 210 is switched based on an instruction from the call processing control unit 239. The subscriber circuit monitoring controller 235 monitors and controls a plurality of subscriber circuits 221 to 227 via a subscriber circuit monitoring bus 213, and includes a subscriber line 274 to 277 and an operator private telephone 28.
Events such as calling, dialing, and recovery from 1 to 285 are detected, and the information is passed to the call processing control unit 239.

The call state storage unit 237 stores the information on the automatic telephone exchange 2
00 manages the availability of each line, connection destination information, and the like. The interface control unit 241 receives an instruction from the automatic telephone exchange-computer-related control device 250 and passes the instruction to the call processing, and receives an instruction from the call processing control unit 239 and receives the instruction from the automatic telephone exchange-computer control unit 245 via the interface 245. To the data control unit 250.

The call processing control unit 239 includes the trunk control unit 2
31, a call state storage unit 237 in response to an event instruction from the subscriber circuit control unit 235 and the interface control unit 241.
Accordingly, the event storage unit 243 is updated. Also,
The exchange process is performed via the NW control unit 253, the trunk control unit 231, and the subscriber circuit control unit 235. further,
For events registered as targets to be monitored in the event storage unit 243, the interface control unit 24
1. An event is notified to the automatic exchange-computer controller 250 via the interfaces 245 and 251.

Interfaces 114, 124, 134,
141,187,191,246,251,261,2
Reference numeral 91 denotes a communication card for enabling communication connection between the devices.

On the other hand, the automatic telephone exchange-computer control device 250 transmits a command such as a transfer command to the automatic exchange 200 and receives a monitoring event such as a response from the automatic exchange 200.

In the preferred embodiment of the present invention, the automatic telephone exchange-computer control device 250 includes an interface 251, an interface control unit 253, a PBX-computer control unit 255, and a telephone / terminal correspondence storage unit 25.
7, a data mail box 259, and a LAN interface 261. Interface control unit 253
Is connected to the automatic telephone exchange 20 via the interface 251.
Communication is being performed with 0.

The PBX-computer control unit 255
The correspondence between the operator's private telephones 281, 283, 285 stored in the telephone / terminal correspondence storage unit 257 and the operator data input terminals 110, 120, 130 is checked, and the operator data input terminals 110, 120, 13 are checked.
It is determined which line the message packet transmitted from 0 is associated with. The message packets transmitted from the operator data input terminals 110, 120, and 130 are transmitted to the voice response device 150 via the data mail box 259, and conversely, the voice response device 15 is transmitted.
The message packet transmitted from 0 is transmitted to the operator data terminals 110, 120, and 130.

The data mail BOX 259 is a message packet which is generated based on the input from the operator data input terminals 110, 120 and 130 and which is a message packet which is the original form of a message to be voice-responded by the voice response device 180 or a voice message from the voice response device 150. Operator data terminal 1
10, 120, and 130, and the like.

On the other hand, the operator terminals 110 and 12
0 and 130 are operator's premises telephones 281, 28
3 and 285, a data input device for inputting the contents of the request by the operator who has received the request from the requester. Data input means such as keyboards 111, 121, and 131, a pointing device, etc. Displays 113, 123, 13 for displaying results
3. Interface 11 for connecting to LAN 190
4, 124, 134, and input / output control units 117, 127, 137 for controlling input / output.

The operator terminals 110, 120, and 130 in the preferred embodiment of the present invention further exchange messages with the automatic exchange-computer controller 255 via the LAN 190 and the interfaces 114, 124, 134, and 261. PBX-computer control interface 115, 125, 135 to perform and keyboard 11
I / O control units 117, 127, 137 for controlling input / output between the display 113, 121, 131, and the display 113, 1
23, 133, and a keyboard 111, 121, 131, a data input business processing unit 116 for performing business processing through exchange with the PBX-computer control interfaces 115, 125, 135, and requesting the business processing 290 for business processing; 126, 136.

The voice response device 150 edits received digital voice data, converts it into voice signals, and outputs voice to a line. In the preferred embodiment of the present invention, the voice response device 150 includes the analog telephone line control unit 15.
1, 153, 155, 157, buffer memory 161,
163, 165, 167, memory bus 171, control bus 173, audio processor 180, audio response processor 1
81, a speech synthesis editing unit 183, a fixed speech piece storage unit 185,
Communication interface 18 with speech synthesis processor
7, a memory 189 is included.

The analog telephone line control units 151, 1
53, 155 and 157 are analog premises lines 274-2
77, push signal receiving circuit and digital
Built-in analog conversion circuit, subscriber circuits 221 to 224
A bus 173 is connected between the analog line interface to the CPU and the audio processor 180, and performs analog line control, transmission of an audio signal, and reception of a touch-tone signal. Further, the buffer memories 161, 163, 1
Numerals 65 and 167 temporarily store digital data to be analog-converted.

The voice processing processor 180 includes a voice response processing section 181 and a voice synthesis editing section 183. The voice response processing unit 181 receives the message packet to be converted into voice, and uses the voice synthesis editing unit 183, the fixed voice piece storage unit 185, the memory 189, and the like to transmit digital voice data corresponding to the received message packet. Has been generated.

The voice synthesis editing unit 183 analyzes the contents of the received message / packet, and
Take out the fixed sound piece stored in the
The voice synthesis processor 140 requests the voice synthesis processor 140 to perform voice synthesis of a variable portion included in the packet. The speech synthesis editing unit 183 further edits the fixed speech piece taken out and the speech data synthesized by the speech synthesis processor 140.

The voice synthesis processor 140 converts the data text passed from the voice editing control unit 183 into digital voice data.

LAN (Local Area Network)
ork) 190 is the data input device 110, 120, 1
30, the voice response device 150, the automatic telephone exchange-computer control device 250, and the transaction processing device 290.

Transaction processing is performed based on the transaction instruction message 580 transmitted from the operator terminals 110, 120, and 130.

Although the functional blocks shown in FIG. 2 have been described above, these functional blocks are logical functional blocks, which means that they are realized by hardware and software having one unit. not,
It can be realized by complex or common hardware and software. Not all the functional blocks shown in FIG. 2 are essential components of the present invention.

For example, the voice synthesizer 140 is unnecessary by disposing the voice synthesizer 145 in the voice processor 180, and the operator terminals 110, 120,
130 is an automatic telephone exchange-computer control device 25
0, which is the function of the operator's premises telephone 281, 28
The automatic telephone exchange-to-computer control device 250 becomes unnecessary by providing a function of associating the operator terminals 3 and 285 with the operator terminals 110, 120 and 130 and a function of transmitting various commands and messages. In this case, the operator's local telephone 281 corresponding to the message transmitted from each operator terminal 110, 120, 130,
283 and 285 are included.

C. Description of Operation The operation of the contract service support system 50 in the preferred embodiment of the present invention shown in FIG. 2 will be described below with reference to the flowchart of the operation procedure of the system shown in FIG.

External line telephone (client telephone) of the transaction user
From 271, a call is made via the public network 270 (block 301).

The transmission of the transaction user is performed by the public line network 27.
Incoming call arrives at the automatic telephone exchange 200 via the communication terminal 0 (block 303). Specifically, the call arrives at the trunk circuits 201 and 203 of the automatic telephone exchange 200. In this example, the call arrives at the trunk circuit 201.

When an incoming call to the trunk line 201 occurs, it is detected by the trunk monitoring control unit 231 of the call processor 230 provided in the automatic telephone exchange 200. Upon detecting this incoming call, the trunk monitoring control unit 231 requests the call processing control unit 239 of the call processing processor 230 to connect to the operator's private telephones 281, 283, 285. The call processing control unit 239 includes the call state storage unit 23
7, a search is made for the currently available operator private telephones 281, 283, 285.

FIG. 6 shows the contents of information managed by the call state storage unit 243 in the preferred embodiment of the present invention. The call state storage unit 243 stores a private line management table for managing the state of the private line, and the state 433 of the available private line 431 of the automatic telephone exchange 200 in the preferred embodiment of the present invention. Connection destination identification information 435,
It manages a transfer request source identifier 436 and a line group 437. As the information of the line status 433, there is information indicating the status of resources necessary for call processing in addition to the currently available / Busy. The connection destination identifier 433 is information for identifying the trunk circuits 201 and 203 and the subscriber circuits 221 to 227 connected to the public line 270 of the connection destination.

The group 437 stores information for identifying whether this line is connected to the voice response apparatus 150 or is connected to the operator's local telephones 281, 283, and 285.

When the search finds the currently available operator private telephone 281, 283, 285, one of the available operator private telephones 281, 283, 285 via the subscriber circuit control unit 235. An incoming call instruction is issued to the corresponding one of the subscriber circuits 225, 226, and 227 (block 305). In this example, an incoming call instruction is issued to the subscriber circuit 227 corresponding to the operator's private telephone 281.

In the preferred embodiment of the present invention, a search retrieves the currently available operator premises telephones 281,2.
If 83 or 285 is not found, it is processed as busy, and a signal indicating busy is transmitted to the external telephone 271 of the transaction user.

When the operator answers the incoming call to the operator's private telephone 281, the response is sent to the subscriber circuit 227.
Is detected, and the information is transmitted to the call processing control unit 239 via the subscriber circuit control unit 235. On the other hand, the call processing control unit 239 updates the line information corresponding to the operator's local telephone 281 in the call state storage unit 237.

Specifically, the line status 433 is changed to Busy.
, The identification information of the trunk 201 is set in the connection destination identifier 435. On the other hand, the time-division switch (NW switch) 210 is switched using the time-division switch (NW switch) control unit 233 such that a call between the operator's local telephone 281 and the trunk circuit 201 is established.

In the preferred embodiment of the present invention, the operator talks with the requester and enters the contents of the request into the data input device 11.
Enter 0. Further, the operator inputs an instruction to confirm the content of the input data from the keyboard 111 or a pointing device such as a mouse (block 307).

The input / output control unit 117 detects this, and the data input business processing unit 116 sends a transaction content confirmation request message via the PBX-computer control interface 115 and the LAN interface 114 to the automatic telephone exchange-computer control unit 250. Send to

FIG. 9 shows an example of a transaction content confirmation request message according to the preferred embodiment of the present invention. In a preferred embodiment of the present invention, the operator responds to a request from the external telephone of the transaction user and makes a transfer from the account of the transaction user to the designated account. The transaction content confirmation request message 510 shown in the figure indicates that the message is a command code 511 for determining that the message is a transaction content confirmation request message and that the transaction content confirmation request code is a message for instructing a transfer. A code part such as a transaction type code 513, a transfer destination bank 515, a branch 517, a transfer destination account number 518,
It includes a transfer destination name 519, a content part such as an amount 521, an operator terminal ID 523, and the like. It is also effective to include attribute information such as accent, pitch, intonation, and pronunciation so that a speech synthesis processor 140 described later can correctly synthesize speech.

In the preferred embodiment of the present invention, the data input business processing section 116 automatically sets the operator terminal ID 523 and sets the code section according to the panel selected by the operator. The information to be set in the content part (text part + numerical data), even if it is information for identifying the input content such as a bank code, is a mixture of kana and kanji characters which can be directly synthesized by known voice synthesis software. May be text information. In the preferred embodiment of the present invention, the text portion is set with a character code mixed with kanji or kana.

This message is sent to the LAN interface 261 of the automatic telephone exchange-computer controller 250.
Arrives at, the PBX-computer controller 255 detects this.

The PBX-to-computer control unit 255 of the automatic telephone exchange-to-computer control unit 250 uses the operator terminal ID in the transaction content confirmation request message 510.
The identifier of the operator terminal 110 is obtained from the field 523, and the telephone / terminal correspondence storage unit 257 is searched to obtain the identification number of the corresponding telephone 281. FIG. 4 is a conceptual diagram showing one embodiment of the telephone / terminal correspondence storage unit 257 in the preferred embodiment of the present invention.

In the telephone / terminal correspondence storage unit 257 of the preferred embodiment of the present invention, the operator terminals 110 and 12
0 and 130 and a table in which the operator's local telephones 281, 283 and 285 corresponding thereto are managed.

In the preferred embodiment of the present invention, the automatic telephone exchange-computer
By providing the terminal correspondence storage unit 257, the correspondence between the operator terminals 110, 120, and 130 and the operator's local telephones 281, 283, and 285 is determined. Corresponding operator premises telephones 281, 28
3 and 285, and transmits the transaction content confirmation request message 510 and the like including the identification information of the corresponding operator's private telephone, so that the automatic telephone exchange-computer control device 250
The operator's local telephones 281, 283, 285 corresponding to 10, 120, 130 can also be determined.

In this case, the operator's private telephone 2 used together with the operator identification information when the operator is changed
81, 283, 285 identification information to the operator terminal 11
0, 120 and 130 can also be input. In addition, one operator can use a plurality of operator private telephones 28.
1, 283, 285, every time a transaction occurs, the operator's local telephone 28 corresponding to the transaction
1, 283, 285 identification information to the operator terminal 11
It is also possible to input to 0, 120 and 130.

Then, the PBX-computer control unit 2
55 sets the transaction content confirmation request message 510 in the data mail box 259. Specifically, the data mail B used in the preferred embodiment of the present invention shown in FIG.
As shown in the conceptual diagram of OX259, the PBX-computer control unit 255 associates the contents of the transaction contents confirmation request message 510 with the mail contents in association with the corresponding operator's local telephone 281 obtained from the telephone / terminal correspondence storage unit 257. Set to 447.

Further, the operator sends the requester telephone 2 to the automatic telephone exchange-computer controller 250.
In order to transfer the call 71 from the operator's private telephone 281 during the call to the idle lines 274 to 277 of the voice response device 150, the call control processor 253 of the automatic telephone exchange 200 via the interface control unit 253 and the interface 251. , An instruction command 540 is transmitted.

FIG. 10 is a conceptual diagram of the instruction command 540 in the preferred embodiment of the present invention. The instruction command 540 according to the preferred embodiment of the present invention includes a command code 541 for identifying this command as an instruction command and a transfer request telephone ID 5 for identifying a transfer source.
43 and the transfer destination group number 545. Here, the corresponding operator's local telephone ID (281) determined by the telephone / terminal correspondence storage unit 257 from the value of the operator terminal ID 523 included in the transaction content confirmation request message 510 is set in the transfer request telephone ID 543, and the transfer is performed. In the destination group number 545, a flag (1) indicating selection of a voice response line group is set.

The interface control unit 241 of the automatic telephone exchange 200 detects the reception of the instruction command 540 to the interface 245 and passes the instruction command 540 to the call processing control unit 239.

Upon receiving this, the call processing control unit 239 analyzes the instruction command 540, and obtains a free voice response voice line 274 to 277 from the call status storage unit 243. At this time, the call processing control unit 239
The state 433 of the line interface 274 is set to “incoming”, the identification information of the trunk 201 is set to the transfer request destination identifier 435, and the ID of the operator's local telephone is set to the transfer request source identifier 436.

In the preferred embodiment of the present invention, the number of voice response voice lines 274 equal to or greater than the number of operator terminals 110, 120, and 130 is provided, so that voice response voice lines 274 to 277 are always available. Is available. In this example, the voice response voice line 274 is selected.

Then, the call processing control section 239 issues an incoming call instruction to the subscriber circuit 221 corresponding to the selected voice response voice response line 274 via the subscriber circuit control section 235.

When voice response apparatus 150 automatically responds to the incoming call instruction, subscriber circuit 221 detects the response. The call processing unit 239 updates the call state storage unit 243 in response to this. Specifically, the voice response line 274 that automatically responded
Is set to Busy and information necessary for call processing is set.

On the other hand, the call processing section 239 uses the time division switch (NW switch) control section 233 to switch the time division switch (NW switch) 210 to a voice communication between the voice response voice line 274 and the trunk circuit 201. The switch is switched to perform the operation (block 309).

During this time, the call processing control means refers to the monitoring event memory 243, and if the response monitoring flag is set on the line of the interface 274, the call response control message is sent to the automatic telephone exchange-computer controller 250 (see FIG. 11) is transmitted via the interfaces 245, 251 and the like.

FIG. 11 is a conceptual diagram of a transfer response message 550 in the preferred embodiment of the present invention. The transfer response message 550 of the preferred embodiment of the present invention comprises a command code 551 for identifying this message as a response message and a voice response line 274 responding.
And information of a transfer request telephone ID 555 for identifying the requester telephone corresponding to the response telephone ID 553 for identifying the request telephone. Here, the value of the identification ID of the answering voice line 274 is set in the answering phone ID 553, and the extension identifier 431 in the call status table 430 of the call status storage unit 237 corresponds to the voice answering line 281 in the transfer request phone ID 555. The content (in this case, the ID of the operator's local telephone 281) in the transfer request source identifier 436 is set.

PBX-computer control means 255
Receives the transfer response message 550, updates the incoming telephone identifier 443 of the data mail box 259 to the value of the response destination telephone ID of the transfer response message 550, and sets it as the destination.

On the other hand, in the voice response device 150,
The call arriving on the voice line 274 for voice response is detected by the analog telephone line control unit 151 and is controlled by the control bus 1.
It is sent to the voice response control unit 181 via 73. The voice response control unit 181 is connected to the analog telephone line control unit 15.
1 sends an automatic response instruction to the LAN interface 1
A data mail reception request command 560 is transmitted to the automatic telephone exchange-computer control device 250 via 91.

FIG. 12 is a conceptual diagram of a data mail reception request command 560 in the preferred embodiment of the present invention.
The data mail reception request command 560 according to the preferred embodiment of the present invention has a command code 5 for enabling identification of this command as a data mail reception request command.
61, a request telephone ID 563 for identifying the destination of the mail when the mail is taken out, and a return address 565 for identifying the address for receiving the contents of the mail. Here, information for identifying the voice response voice line 274 is set in the request telephone ID 563, and the return address of the voice response unit 181 is set in the return address 565.

The PBX-computer control unit 255
This data mail reception request command 560 is received via the interface 261 and the data mail BOX 259 is received.
Is retrieved using the request telephone ID 563 as a key, and a message 447 addressed to the voice response voice line 274 is extracted. Then, the message 44 is transmitted to the request source voice response control unit 181 via the interface 261 using the information of the return address 565 of the data mail reception request command 560.
7 (transaction content confirmation request message 510).

Voice response control section 181 having received transaction content confirmation request message 510 passes the message to voice response control section 181. The voice editing unit 183 analyzes the contents of this message, and outputs a transaction content confirmation request message 51.
Fixed speech piece storage unit 1 corresponding to transaction type code 513 of 0
Search 85. On the other hand, the content part of the transaction content confirmation request message 510 is transmitted to the speech synthesis processor 140 via the interface 187. In the preferred embodiment of the present invention, the text is sent to the speech synthesis processor 140 as text mixed with kanji or kana, so that it is possible to flexibly respond to changes in bank name, branch name, etc. In a mode in which a chord or a branch code is included, fixed speech pieces corresponding to these codes may be stored in the fixed speech piece storage unit 185.

The speech synthesis processor 140 is the speech synthesis unit 1
45, the received text is generated as digital signal data on the memory 143, and the interfaces 141, 18
7 to the audio editing unit 183. In the preferred embodiment of the present invention, the speech synthesis processor 140 is implemented as a separate functional block, but may be incorporated into the voice response device 150.

The voice editing unit 183, which has received the digital signal data from the voice synthesis processor 140,
9 is edited into a message as shown in FIG. 13 and control is passed to the voice response control unit 181. Voice response control unit 181
Transmits the edited data to the memory 161 via the bus 171.
And activates the analog telephone line control unit 151 to reproduce the message of FIG. 13 as analog waveform data.

After the user hears this message from the telephone, the user inputs 1 # or # 2 with the push phone, and the voice response control unit 181 operates the analog telephone line control unit 15
1. The signal information is received via the memory bus 171 or the like. Then, the voice response control unit 181 determines the confirmation (OK / NG) of the user based on the signal. Although the voice response control unit 181 determines the user's confirmation in the preferred embodiment of the present invention, by transmitting this signal information to another processing element, another processing element (for example, a data input service) is transmitted. The present invention can also be implemented by a server that provides a service to the processing units 116, 126, 136 and the data input devices 110, 120, 130.

The voice response control section 181 generates a will confirmation message 570 shown in FIG. 14 based on the determination result.

As shown in the conceptual diagram of the intention confirmation message 570 in the preferred embodiment of the present invention in FIG. 14, the intention confirmation message 570 of the preferred embodiment of the present invention indicates that this command is an intention confirmation message. A command code 571 for enabling identification, a voice response line ID 573 for identifying the voice response line used (274 in this case), determination result information 575, and an operator who has requested transaction confirmation are identified. Destination operator I
D577. Here, the identifier of the voice response line 274 is set in the voice response line ID 573, “0” indicating OK is set in the determination result information 575, and the transfer destination operator ID 577 is set as the terminal ID for the operator. The information of the operator ID 523 of the content confirmation request message 510 is set.

The voice response control unit 181 sends the intention confirmation message 570 to the automatic telephone exchange-computer control device 250 via the LAN interface 191.
The PBX-computer controller 255 receives this message via the interface 261.

The PBX-computer control unit 255 in the automatic telephone exchange-computer controller 250 determines the corresponding operator's private telephone 281 from the field of the transfer destination operator ID 577 in the received message 570.
Of the transfer command 540 (FIG. 1) together with the identifier of the transfer source line 274.
Set to 0). Then, this transfer command 540
Is transmitted to the automatic telephone exchange-computer control device 250 through the interface 261 and the voice response line 2
The user instructs to transfer the 74 call to the operator's local telephone 281. Further, the identification number of the voice response line 274 is used as the calling telephone identifier 443, and the operator private telephone 28 is used.
1 is set to the called telephone identifier 443, and the will confirmation message 570 is set to the data mail box 440.

On the other hand, in automatic exchange 200, transfer command 540 is passed to call processing control section 239 via interface 245 and interface control section 241. When this transfer command 540 is detected, the call processing control unit 239 analyzes the content of the command, and
From 74, a transfer instruction is issued to the subscriber circuit 227 corresponding to the operator's private telephone 281.

When the operator responds to the incoming call to the operator's private telephone 281, the subscriber circuit 227 detects the response, and in response, the call processing unit 239 causes the call state storage unit 24 to respond.
Update 3 Time-division switch (NW switch)
The control unit 233 is used to switch the time division switch (NW switch) 210 so that a call between the subscriber circuit 227 and the trunk circuit 201 is established (block 309).

During this time, the call processing section 239 sets the monitoring Even
With reference to the t storage unit 243, the operator's private telephone 28
It is checked whether a response monitoring flag is set on one line. If the response monitoring flag is on, a transfer response message 550 (FIG. 11) is transmitted to the automatic telephone exchange-computer controller 250 via the interface control unit 241, the interface 245, and the like.

The PBX-computer control unit 255
By receiving the transfer response message 550 and searching for a line having the transfer request telephone ID as the calling telephone identifier 441, the response telephone ID 553 indicating the response operator is set as the destination telephone identification ID 443 as the receiving destination of the data mail BOX 259 message. (Fig. 6). When the operator performs a keyboard input of a display instruction of a will confirmation result from the terminal 110, the data input business processing unit 116
Request telephone I of data mail request command 560 in FIG.
D is set to the identifier of the operator terminal 110, and LAN
It is transmitted to the automatic telephone exchange-computer controller 250 via the interface 114. P who received this
The BX-computer control unit 255 reads the ID of the operator's private telephone 281 from the telephone / terminal registration storage unit 257.
And the data mail BOX 259 is searched using this as a key. Then, it extracts the message addressed to the operator's private telephone 281 and returns it to the requesting data input business processing unit 116.

[0098] Receiving this message, data input business processing section 116 transmits data mail request 560 to automatic telephone exchange-computer controller 250 via LAN 190, receives will confirmation message 570 (FIG. 14), and confirms will. Is displayed on the display device 113.
If OK, the transaction processing device 2 via the LAN 190
90, a transaction instruction message 580 is transmitted.

In the transaction instruction message 580 used in the preferred embodiment of the present invention, as shown in FIG. 15, a command code 581 for discriminating that the message is a transaction instruction message or this code is used. Transaction type code 582 indicating that this is a message for instructing transfer, transfer source bank 583, transfer source branch 584, transfer source account number 585, transfer destination name 586, transfer destination bank 587, branch 588, transfer destination account number 589,
It includes an amount 591, an operator terminal ID 592, and the like. Transaction processing unit 293 receives this data and generates transfer transaction data conventionally used in banking systems. After the operator terminal 110 sends out the transaction instruction message 580, the operator's local telephones 281, 283, 285 or the client telephones 271, 2
At the same time as the cutting of 73, the end processing is performed in each section.

[0092]

As described above, according to the present invention,
When making a contract using a telephone, a system can be provided that can prevent improper or incorrect input at the time of input by an operator who receives the telephone.

Also, according to the present invention, labor saving, automation,
A system having immediacy can be provided.

[0094]

[Brief description of the drawings]

FIG. 1 is a block diagram showing an embodiment of a hardware configuration of a contract business support system according to the present invention.

FIG. 2 is a block diagram showing one embodiment of a processing element of the contract business support system of the present invention.

FIG. 3 is a flowchart showing an operation procedure of the contract business support system in a preferred embodiment of the present invention.

FIG. 4 is a conceptual diagram showing the contents of a telephone / terminal correspondence storage unit in a preferred embodiment of the present invention.

FIG. 5 is a conceptual diagram showing the contents of a fixed sound piece storage unit in a preferred embodiment of the present invention.

FIG. 6 is a conceptual diagram showing the contents of a call state storage unit in a preferred embodiment of the present invention.

FIG. 7 is a conceptual diagram showing the contents of a monitoring event storage unit in a preferred embodiment of the present invention.

FIG. 8 is a conceptual diagram showing the contents of a data mailbox in a preferred embodiment of the present invention.

FIG. 9 is a conceptual diagram showing the contents of a transaction content confirmation request message in a preferred embodiment of the present invention.

FIG. 10 is a conceptual diagram showing the contents of a transfer command in a preferred embodiment of the present invention.

FIG. 11 is a conceptual diagram showing the contents of a transfer response message in a preferred embodiment of the present invention.

FIG. 12 is a conceptual diagram showing the contents of a data mail request in a preferred embodiment of the present invention.

FIG. 13 is a conceptual diagram showing the contents of a transaction content confirmation message in a preferred embodiment of the present invention.

FIG. 14 is a conceptual diagram showing contents of a will confirmation message in a preferred embodiment of the present invention.

FIG. 15 is a conceptual diagram showing the contents of a transaction instruction message in a preferred embodiment of the present invention.

[Description of References] 110, 120, 130 Operator terminals (data input devices) 111, 121, 131 Keyboards 113, 123, 133 Displays 114, 124, 134 Interfaces to LANs 115, 125, 135 PBX-computer control interface 116, 126, 136 Data input business processing unit 117, 127, 137 Input / output control unit 140 Voice synthesis processor 141 Connection interface with voice response device 143 Memory buffer 145 Voice synthesis unit 147 Bus 150 Voice response device 151, 153, 155, 157 Analog Telephone line control unit 161, 163, 165, 167 Buffer memory 171 Memory bus 173 Control bus 180 Voice processor 181 Voice response processor 183 Voice synthesizer / editor 185 Fixed sound piece storage unit 187 Communication interface with speech synthesis processor 189 Memory 190 LAN (Local Area Network)
k) 200 Automatic telephone exchange 201, 203 Trunk circuit 210 Time division switch (NW) 211 Trunk circuit monitoring and control bus 213 Subscriber circuit monitoring and control bus 221 to 227 Subscriber circuit 230 Call processor 231 Trunk circuit monitoring and control unit 233 Time division Switch (NW) control unit 235 Subscriber circuit monitoring control unit 237 Call state storage unit 239 Call processing control unit 241 Interface control unit 243 Monitored event storage unit 245 Interface 250 Automatic telephone exchange-computer controller 251 Interface 253 Interface control unit 255 PBX-computer control unit 257 Telephone / terminal correspondence storage unit 259 Data mail box 261 LAN interface 270 Public line network 271 273 Requester telephone 274-277 Voice response unit side private telephone interface 281,283,285 private telephone Operator 290 transaction apparatus 291 interface 293 transaction processing unit

Claims (5)

[Claims] (A) a plurality of local telephones for operators; (b) an automatic telephone exchange for connecting a telephone from a telephone of a requester to one of the local telephones for operators; An operator terminal for generating a fixed speech piece identification information by inputting contract data according to the transaction content and a transaction content confirmation request message including the voice-synthesized information; and (d) one of the terminals connected by the automatic telephone exchange. An automatic telephone exchange-computer controller for managing the correspondence between the operator's premises telephone and the operator terminal to which the contract data is input; and (e) analyzing the generated transaction content confirmation request message, and While the fixed speech piece stored in advance corresponding to the piece identification information is specified, the voice-synthesized information is synthesized by voice synthesis of the voice-synthesized information. A voice response device for generating a transaction content confirmation message, wherein (f) the automatic exchange voice-repeats the transaction content confirmation message to the requester's telephone, and the voice response device transmits the transaction from the requester. Analyzing a confirmation result signal indicating a confirmation result of the content, analyzing the content of the confirmation result, and instructing to transmit a transaction packet to the operator terminal when it is determined that the previous confirmation result signal indicates affirmative; And contract business support system. 2. An operator's local telephone, (b) an automatic telephone exchange for connecting a telephone from a requester's telephone to one of the operator's local telephones, and (c) an operator An operator terminal for generating a transaction content confirmation request message by inputting contract data in accordance with the transaction content; and (d) voice-synthesizing at least a part of the generated transaction content confirmation request message so as to generate voice data. (E) the automatic exchange includes one operator's private telephone connected by the previously registered automatic telephone exchange, and an operator to which contract data is input. A contract business, wherein the transaction content confirmation is transmitted to the requester's telephone based on information on the correspondence relationship with the terminal. Business support system. 3. An automatic telephone exchange for connecting a telephone from a requester's telephone to one of the operator's local telephones; (c) an operator's telephone; An operator terminal for generating a transaction content confirmation request message by inputting contract data according to the transaction content; (d) one operator's private telephone connected by the automatic telephone exchange, and an operator to whom the contract data is input An automatic telephone exchange-computer control device for managing the correspondence with the terminal; and (e) voice-synthesizing at least a part of the generated transaction content confirmation request message to produce a transaction content confirmation message as voice data. (F) the automatic exchange sends the transaction content confirmation to the requester's telephone. Contract business support system which is characterized in that. (A) a plurality of private telephones for operators; (b) an automatic telephone exchange for connecting a telephone from a telephone of a requester to one of the private telephones for operators; An operator terminal for generating a fixed speech piece identification information by inputting contract data in accordance with the transaction content and a transaction content confirmation request message including the voice-synthesized information; and (d) transmitting the generated transaction content confirmation request message. A voice response device that analyzes and specifies a pre-stored fixed voice piece corresponding to the fixed voice piece specifying information, and synthesizes the voice-synthesized information to generate a transaction content confirmation message that is voice data; (E) the automatic exchange includes one operator's private telephone connected by the previously registered automatic telephone exchange, and contract data A contract business support system, wherein the transaction content confirmation is transmitted to the requester's telephone based on the input information on the correspondence with the operator terminal. 5. A step of: (a) connecting a telephone from a requester's telephone to one of the operator's premises telephones; and (b) an operator inputting contract data from the operator terminal according to the transaction contents. (C) analyzing the generated transaction content confirmation request message including the fixed speech piece identification information and the fixed speech piece identification information, (D) generating a transaction content confirmation message as voice data by voice-synthesizing the voice-synthesized information while specifying a fixed speech piece stored in advance; Based on a table for managing the correspondence between the local telephone and the operator terminal to which the contract data has been input, the transaction content confirmation message is transmitted to the requester's telephone. (E) analyzing the confirmation result signal indicating the confirmation result of the transaction content from the client; and (f) determining that the previous confirmation result signal means affirmative. If so, instructing the operator terminal to transmit a transaction packet.