Message transmission IVR system and message transmission IVR program

Abstract

To suppress a message transmission cost while reducing the telephone correspondence burden of an operator by transmitting a message when a customer selects that the message is not transmitted or interrupts a telephone call in the automatic response of the telephone.SOLUTION: The message transmission IVR system includes a power reception handling unit that puts a telephone call from a telephone caller into a call, a voice reproduction unit that executes voice reproduction processing during the call, a signal waiting unit that executes waiting processing of a DTMF signal or voice from the telephone caller during the call, a processing information holding unit that holds processing to be executed next for each received DTMF signal or voice, a telephone number determination unit that determines whether or not a telephone number of the telephone caller is a mobile phone number, a during-voice-reproduction end-of-call determination unit that determines whether or not the telephone caller has ended a call during voice reproduction by the voice reproduction unit, a during-waiting end-of-call determination unit that determines whether or not the telephone caller has ended a call while the signal waiting unit is waiting for the DTMF signal or voice, and a message transmission unit.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a technology for automatically sending a message in a system that automatically responds to incoming calls. [Background technology]

[0002] In recent years, an increasing number of businesses are using IVR automated response systems to handle calls from customers. This function can also play voice guidance to customers who are calling, prompt them to send DTMF signals by operating their telephones, and send messages in response to the DTMF signals they send. Furthermore, if the customer so desires, the call can be transferred to an operator or handled by an answering machine. These functions are expected to reduce the burden on operators in handling calls.

[0003] However, with these automated telephone answering systems, a certain number of customers do not follow the voice guidance and end the call without sending a DTMF signal. Customers also send DTMF signals that do not lead to message transmission. Furthermore, some customers end the call before the call is transferred to an operator, or end the call without leaving a message on the answering machine. If a customer chooses not to send a message or hangs up the call, the message is not sent, so the operator has to call back, which places a burden on the operator, creating an issue.

[0004] The following technologies are known for systems related to message sending IVR. Patent Document 1 discloses a system that automatically responds with a voice message when a call is made to a specific phone number, and sends a specific message in response to receipt of specific number information within a specific period after the call. Patent Document 2 discloses a system that automatically sends an SMS email to the other party. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Publication No. 2019-149736 [Patent Document 2] Japanese Patent Application Laid-Open No. 2012-239239 Summary of the Invention [Problem to be solved by the invention]

[0006] However, these systems have various limitations because they are not designed to handle situations where a customer hangs up during an automated response. Specifically, messages are sent to callers who have successfully completed the incoming call flow, which can increase message sending costs. Also, there is no measure to prevent messages from being sent again after a message has been sent during the incoming call flow, which can confuse customers.

[0007] To reduce the cost of sending messages while reducing the burden on operators to respond to telephone calls by sending messages when a customer selects not to send a message or when the call is interrupted in an automatic telephone answering process. [Means for solving the problem]

[0008] The message sending IVR system of the present invention comprises: An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores the next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a call end determination unit during voice playback that determines whether the caller has ended the call while the voice playback unit is playing back the voice; a call end determination unit during standby that determines whether the caller has ended the call while the signal standby unit is waiting for the DTMF signal or the voice; The present invention is characterized in that it comprises a message sending unit that sends a message to a mobile phone number when the call end determination unit during audio playback determines that the caller has ended the call while audio is being played back by the audio playback unit, or when the call end determination unit during standby determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or audio, and when the phone number determination unit determines that the number is a mobile phone number.

[0009] According to this feature, if the caller hangs up while the voice is being played back, or if the caller hangs up while waiting for a DTMF signal or voice, and if the caller's phone number is a mobile phone number, a message can be sent to that mobile phone number. This allows a message to be sent to the caller even if no signal is received from the caller.

[0010] According to this feature, unlike the system described in Patent Document 1, messages are sent only to customers who have interrupted the call, thereby reducing transmission costs.

[0011] The message sending IVR system of the present invention comprises: An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores the next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a message template storage unit that stores two or more message templates for generating a message body; a DTMF reason message sending determination unit that determines whether to send a message to the caller based on a DTMF signal or voice received during a call; a DTMF message sending unit that sends a message generated from a message template stored in the message template storage unit to a caller when the DTMF event message sending determination unit determines that a message should be sent and when the telephone number determination unit determines that the number is a mobile phone number; a post-call message sending unit that sends a message generated from a message template stored in the message template storage unit to a caller when the DTMF event message sending determination unit determines not to send the message and when the telephone number determination unit determines that the number is a mobile phone number; The message template for generating the message to be sent by the DTMF reason message sending unit is different from the message template for generating the message to be sent by the post-call message sending unit.

[0012] According to this feature, if a message has not been sent to the caller during the automatic response process, the message can be sent. This prevents the message from being sent again and confusing the customer if the caller hangs up after the message has been sent during the automatic response process. In addition, the message sent to the caller during the automatic response process can be made different from the message sent in other cases.

[0013] The message sending IVR system of the present invention comprises: An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores the next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; an operator transfer unit that transfers a call to an operator during a call; an operator call transfer determination unit that determines whether call transfer to an operator has been executed; a message sending unit for when the operator call transfer determination unit determines that the call transfer to the operator has not been executed and when the telephone number determination unit determines that the call is a mobile phone number, the message sending unit for when the transfer is not executed sends a message to the mobile phone number; The present invention is characterized by comprising:

[0014] According to this feature, a message can be sent if the call is not transferred to an operator during the automatic response process.

[0015] The message sending IVR system of the present invention comprises: An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores the next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a recording unit for recording the caller's voice during a call; a recording determination unit that determines whether the caller's voice has been recorded; a non-recording message sending unit that sends a message to a mobile phone number when the recording determination unit determines that the caller's voice has not been recorded and when the phone number determination unit determines that the number is a mobile phone number; The present invention is characterized by comprising:

[0016] This feature allows a message to be sent if the caller's voice is not recorded during the automated response process.

[0017] The message sending IVR program of the present invention is An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for executing a standby process for a DTMF signal or voice from a caller during a call; a processing information holding process for holding the next processing to be performed for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a call end determination process during voice playback that determines whether the caller has ended the call during voice playback by the voice playback process; a call end determination process during standby for determining whether the caller has ended the call while the DTMF signal or voice is being waited for in the signal standby process; a message sending process for sending a message to a mobile phone number when the call end determination process during voice playback determines that the caller has ended the call during voice playback by the voice playback process, or when the call end determination process during standby determines that the caller has ended the call while the signal standby process is waiting for a DTMF signal or voice, and when the phone number determination process determines that the number is a mobile phone number; The present invention is characterized in that the following is executed.

[0018] The message sending IVR program of the present invention is An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for executing a standby process for a DTMF signal or voice from a caller during a call; a processing information holding process for holding the next processing to be performed for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a message template storage process for storing two or more message templates for generating a message body; a DTMF reason message sending determination process for determining whether to send a message to the caller based on the DTMF signal or voice received during the call; a DTMF message sending process for sending a message generated from a message template stored by the message template storing process to a caller when the DTMF event message sending determination process determines that a message should be sent and when the telephone number determination process determines that the number is a mobile phone number; a program for executing a post-call message sending process for sending a message generated from a message template stored by the message template storing process to a caller when the DTMF reason message sending determination process determines not to send the message and when the telephone number determination process determines that the number is a mobile phone number, The message template for generating the message transmitted by the DTMF reason message transmission process is different from the message template for generating the message transmitted by the post-call message transmission process.

[0019] The message sending IVR program of the present invention is An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for executing a standby process for a DTMF signal or voice from a caller during a call; a processing information holding process for holding the next processing to be performed for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; An operator transfer process for transferring a call to an operator during a call; an operator call transfer determination process for determining whether a call transfer to an operator has been executed; a message sending process when the operator call transfer determination process determines that the call transfer to the operator has not been executed and when the telephone number determination process determines that the call is a mobile phone number, the message sending process when the transfer is not executed sends a message to the mobile phone number; The present invention is characterized in that the following is executed.

[0020] The message sending IVR program of the present invention is An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for executing a standby process for a DTMF signal or voice from a caller during a call; a processing information holding process for holding the next processing to be performed for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a recording process for recording the caller's voice during a call; a recording determination process for determining whether a caller's voice has been recorded; a message sending process when recording is not performed, which sends a message to a mobile phone number when the recording determination process determines that the caller's voice has not been recorded and when the phone number determination process determines that the number is a mobile phone number; The present invention is characterized in that the following is executed.

[0021] According to this feature, the computer can be operated as a program. [Effects of the Invention]

[0022] According to the present invention, there is provided a message sending IVR system that can reduce the burden on operators to respond to telephone calls and reduce message sending costs by sending a message when a customer chooses not to send a message or when the call is interrupted during automatic telephone answering, and a message sending IVR program that causes a computer to function as the message sending IVR system of the present invention. [Brief explanation of the drawings]

[0023] [Figure 1] FIG. 1 is a diagram showing the configuration of a message transmission IVR system 1 according to the first embodiment. [Figure 2] FIG. 2 is a diagram showing information stored in the processing information storage unit 14 in the first embodiment. [Figure 3] FIG. 3 is a flowchart showing the processing of the message transmission IVR system 1 in the first embodiment. [Figure 4] FIG. 4 shows a message sent to the sender by the message sending unit 18 in the first embodiment. [Figure 5] FIG. 5 is a diagram showing the configuration of a message transmission IVR system 1 according to the second embodiment. [Figure 6] FIG. 6 is a flowchart showing the processing of the message transmission IVR system 1 in the second embodiment. [Figure 7] FIG. 7 is a diagram showing the configuration of a message transmission IVR system 1 according to the third embodiment. [Figure 8] FIG. 8 is a flowchart showing the processing of the message transmission IVR system 1 in the third embodiment. [Figure 9] FIG. 9 is a diagram showing information held by the processing information holding unit 14 in the third embodiment. [Figure 10] FIG. 10 is a diagram showing the configuration of a message transmission IVR system 1 according to the fourth embodiment. [Figure 11] FIG. 11 is a flowchart showing the processing of the message transmission IVR system 1 in the fourth embodiment. [Figure 12] FIG. 12 is a diagram showing information held by the processing information holding unit 14 in the fourth embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0024] Hereinafter, examples of the first embodiment of the present invention will be described. (Example: First embodiment)

[0025] FIG. 1 is a diagram showing the configuration of a message transmission IVR system 1 according to the first embodiment.

[0026] The message sending IVR system 1 includes a call receiving response unit 11, a voice playback unit 12, a signal waiting unit 13, a processing information storage unit 14, a call termination determination unit during voice playback 15, a call termination determination unit during waiting 16, a telephone number determination unit 17, and a message sending unit 18.

[0027] A message transmission IVR system 1 is connected to a caller terminal 2 via a communication network.

[0028] The communication network may be a telephone network, a dedicated line, a LAN (Local Area Network), the Internet, or a combination of these.

[0029] The call receiving unit 11 puts the call from the caller into a call.

[0030] The audio playback unit 12 plays back audio during a call.

[0031] The signal waiting unit 13 waits for a DTMF signal or voice from the caller during a call.

[0032] The processing information storage unit 14 stores the next processing to be executed for each received DTMF signal or voice information.

[0033] The call end during voice reproduction determination unit 15 determines whether the caller has ended the call while the voice reproduction unit 12 is reproducing the voice.

[0034] The call end during standby determination unit 16 determines whether the caller has ended the call while the voice reproduction unit 12 is waiting for a DTMF signal or voice.

[0035] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number.

[0036] The message sending unit 18 sends a message to the mobile phone number when the call end determination unit 15 during audio playback determines that the caller has ended the call while audio is being played back by the audio playback unit 12, or when the call end determination unit 16 during standby determines that the caller has ended the call while the signal standby unit 13 is waiting for a DTMF signal or audio, and when the phone number determination unit 17 determines that the number is a mobile phone number. (First embodiment: message transmission system)

[0037] An example of message transmission by the message transmission IVR system 1 is shown below.

[0038] FIG. 3 is a flowchart showing the processing of the message transmission IVR system 1 in the first embodiment.

[0039] The call receiving unit 11 puts the call from the caller into "on-call" status.

[0040] The voice playback unit 12 plays back the voice message "Thank you for calling. This is Company A. If you have any questions about XX, please press 1. For other inquiries, please press 2."

[0041] The signal waiting unit 13 waits for a DTMF signal from the caller.

[0042] FIG. 2 is a diagram showing information stored in the processing information storage unit 14 in the first embodiment.

[0043] The processing information holding unit 14 holds "play back the voice "We will call you back later" and then hang up" for the DTMF signal "1" received by the signal waiting unit 13, and holds "play back the voice "We will call you back later" and then hang up" for the DTMF signal "2" received.

[0044] The following describes the process when a DTMF signal "1" is received from the caller.

[0045] The processing information holding unit 14 determines the next processing to be "play back the voice message 'We will call you back later' and then hang up."

[0046] The voice reproducing unit 12 reproduces the voice "We will call you back later," and the call ends.

[0047] The following shows the process when the DTMF signal "2" is received from the caller.

[0048] The processing information holding unit 14 determines the next processing to be "play back the voice message 'We are currently busy. Please call again later.' and then hang up."

[0049] The voice reproducing unit 12 reproduces the voice "We are currently busy. Please call again later," and the call ends.

[0050] The following describes the process when the caller hangs up while waiting for a DTMF signal from the caller or while the voice playback unit 12 is playing back voice.

[0051] The call termination determination unit 15 during voice reproduction determines whether the caller has ended the call while the voice reproduction unit 12 is reproducing the voice, and if the caller has ended the call while the voice is being reproduced, it holds the "call in progress" status.

[0052] The call end during standby determination unit 16 determines whether the caller has ended the call while the signal standby unit 13 is waiting for a DTMF signal, and if the caller has ended the call while waiting, the "call in progress" state is maintained.

[0053] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if the telephone number of the caller is a mobile phone number, stores the "mobile phone number."

[0054] FIG. 4 shows a message sent to the sender by the message sending unit 18 in the first embodiment.

[0055] If the call end determination unit 15 during audio playback holds "in call", or if the call end determination unit 16 during standby holds "in call", and if the telephone number determination unit 17 holds a "mobile phone number", the message sending unit 18 sends a message to the mobile phone number saying "Thank you for calling earlier. Please enter your inquiry details at the following URL: https: / / xxx".

[0056] By sending this message, callers can access the URL and contact them with their business or inquiries, which reduces the burden on businesses to return calls to callers.

[0057] This embodiment may be modified so that if the signal waiting unit 13 cannot receive a DTMF signal for a certain period of time, the call is hung up after a certain period of time, and in this case, a message is sent to the mobile phone number in the same way as when the caller hangs up.

[0058] Furthermore, this embodiment may be modified so that a list of telephone numbers to which messages do not need to be sent can be maintained, and messages to mobile phone numbers included in the list will not be sent. This will reduce the burden of message sending charges for sending messages to repeated sales calls.

[0059] This embodiment may also be modified so that if the same caller calls multiple times within a certain period of time, no message is sent to the mobile phone number except the first time.

[0060] An example of the second embodiment of the present invention will be described below. (Example: Second embodiment)

[0061] FIG. 5 is a diagram showing the configuration of a message transmission IVR system 1 according to the second embodiment.

[0062] The message sending IVR system 1 includes a call receiving response unit 11, a voice playback unit 12, a signal waiting unit 13, a processing information storage unit 14, a message sending unit 18, a telephone number determination unit 17, a message template storage unit 111, a DTMF reason message sending determination unit 112, a DTMF message sending unit 113, and an after-call message sending unit 114.

[0063] Message template storage unit 111 stores two or more message templates for generating the main text of a message.

[0064] The DTMF reason message sending determination unit 112 determines whether to send a message to the caller based on the DTMF signal and voice information received by the signal waiting unit 13 during a call and whether the caller's telephone number is a mobile phone number.

[0065] When the DTMF reason message transmission determination unit 112 determines that a message should be sent, the DTMF message sending unit 113 sends a message generated from a message template stored in the message template storage unit 111 to the telephone number of the caller.

[0066] If the DTMF reason message sending determination unit 112 determines not to send a message and if it determines by referring to the telephone number determination unit 17 that the number is a mobile phone number, the post-call message sending unit 114 sends a message generated from a message template stored in the message template storage unit 111 to the telephone number of the caller. (Second embodiment: Message transmission by receiving DTMF signals)

[0067] An example of message transmission by the message transmission IVR system 1 when the signal waiting unit 13 receives a DTMF signal will be shown below.

[0068] FIG. 6 is a flowchart showing the processing of the message transmission IVR system 1 in the second embodiment.

[0069] The voice playback unit 12 plays back the voice message "Thank you for calling. This is Company A. If you have any questions about XX, please press 1. For other inquiries, please press 2."

[0070] FIG. 6 shows information stored in message template storage unit 111. As shown in FIG.

[0071] The message template storage unit 111 stores message templates for generating the text of a message, such as "Thank you for calling earlier. Please answer your detailed questions at the URL below: https: / / xxx." and "We apologize for not being able to answer your call. We are responding to your calls in order. Please reply with your questions. Chat support is currently available at the link below. If you are in a hurry, please use chat support at the link below: https: / / xxx.xxx.com / ."

[0072] The processing information holding unit 14 holds "send message" for the DTMF signal "1" received by the signal waiting unit 13, and holds "play the voice "Please wait a moment" and then hang up" for the received DTMF signal "2" or when the DTMF signal "1" or "2" is not received during the call.

[0073] The following describes the process when the signal waiting unit 13 receives the DTMF signal "1" from the caller.

[0074] The processing information storage unit 14 determines "send message" as the next processing.

[0075] The DTMF reason message transmission determining unit 112 holds "Message transmission".

[0076] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if the telephone number of the caller is a mobile phone number, stores the "mobile phone number."

[0077] If the DTMF reason message sending determination unit 112 holds "Message sending" and if the telephone number determination unit 17 holds "Mobile phone number", the DTMF message sending unit 113 sends to the telephone number a message generated from the message template held in the message template holding unit 111, saying "Thank you for calling earlier. Please answer any detailed questions at the following URL: https: / / xxx".

[0078] The following describes the process when the signal waiting unit 13 receives the DTMF signal "2" from the caller.

[0079] The processing information holding unit 14 determines that the next processing is to "play back the voice "Please wait a moment" and then end the call."

[0080] When the DTMF reason message transmission determining unit 112 receives the DTMF signal "2", it does not hold "Message transmission".

[0081] If the DTMF reason message transmission determining section 112 does not hold "Message transmission", the DTMF message transmitting section 113 does not transmit a message to the caller.

[0082] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if the telephone number of the caller is a mobile phone number, stores the "mobile phone number."

[0083] If the DTMF reason message transmission determination unit 112 does not store "message transmission" and the telephone number determination unit 17 stores "mobile phone number", the post-call message sending unit 114 sends to the telephone number a message generated from a message template stored in the message template storage unit 111, saying "We are sorry we were unable to answer your call. We are responding to calls in order. Please reply with your question. Chat support is currently available from the link below. If you are in a hurry, please use chat support from the link below. https: / / xxx.xxx.com / ".

[0084] The following describes the process when the signal waiting unit 13 ends a call without receiving the DTMF signal "1" or "2" from the caller during the call.

[0085] The DTMF reason message transmission determining unit 112 does not hold "message transmission."

[0086] If the DTMF reason message transmission determining section 112 determines that "no message should be sent," the DTMF message transmitting section 113 does not send a message to the caller.

[0087] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if the telephone number of the caller is a mobile phone number, stores the "mobile phone number."

[0088] If the DTMF reason message transmission determination unit 112 does not store "message transmission" and the telephone number determination unit 17 stores "mobile phone number", the post-call message sending unit 114 sends to the telephone number a message generated from a message template stored in the message template storage unit 111, saying "We are sorry we were unable to answer your call. We are responding to calls in order. Please reply with your question. Chat support is currently available from the link below. If you are in a hurry, please use chat support from the link below. https: / / xxx.xxx.com / ".

[0089] This embodiment may be combined with the message sending unit 18 of embodiment 1 to send a message when the caller hangs up or when the DTMF reason message sending determination unit 112 does not hold "message sending."

[0090] An example of the third embodiment of the present invention will be described below. (Example: Third embodiment)

[0091] FIG. 7 is a diagram showing the configuration of a message transmission IVR system 1 according to the third embodiment.

[0092] A message sending IVR system 1 is connected to a caller terminal 2 and an operator 3 via a communication network.

[0093] The message sending IVR system 1 includes a call receiving response unit 11, a voice playback unit 12, a signal waiting unit 13, a processing information storage unit 14, a telephone number determination unit 17, an operator transfer unit 121, an operator call transfer determination unit 122, and a message sending unit 123 when transfer is not executed.

[0094] The operator transfer unit 121 transfers the call to the operator 3 during the call.

[0095] The operator call transfer determination unit 122 determines whether or not the call has been transferred to an operator.

[0096] The message sending unit 123 when transfer is not executed sends a message to the mobile phone number when the operator call transfer determination unit 122 determines that transfer has not been executed, or when the operator transfer unit 121 does not determine that call transfer has been executed and the telephone number determination unit 17 determines that it is a mobile phone number. (Third embodiment: Operator transfer execution)

[0097] An example of a message transmission process when the message transmission IVR system 1 transfers a call to an operator is shown below.

[0098] FIG. 8 is a flowchart showing the processing of the message transmission IVR system 1 in the third embodiment.

[0099] The call receiving unit 11 puts the call from the caller into "on-call" status.

[0100] The voice reproducing unit 12 reproduces the voice "If you are in a hurry, please press 1. If you would like a call back, please press 2."

[0101] FIG. 9 is a diagram showing information held by the processing information holding unit 14 in the third embodiment.

[0102] The processing information holding unit 14 holds the following for the DTMF signal "1" received by the signal waiting unit 13: "Play the voice "You will be transferred to an operator" and then transfer to an operator," and for the DTMF signal "2" received: "Play the voice "Please wait a moment" and then end the call."

[0103] The following describes the process when a DTMF signal "1" is received from the caller.

[0104] The processing information holding unit 14 determines that the next processing is to "play back the voice "Your call will be transferred to an operator" and then transfer the call to an operator."

[0105] The operator transfer unit 121 transfers the call to the operator 3.

[0106] The operator call transfer determination unit 122 holds the "transfer executed" status.

[0107] The transfer non-execution message sending unit 123 refers to the operator call transfer determining unit 122 and, if it holds "transfer executed", does not send a message.

[0108] The following shows the process when the DTMF signal "2" is received from the caller.

[0109] The processing information holding unit 14 determines that the next processing is to "play back the voice "Please wait a moment" and then end the call."

[0110] The voice reproducing unit 12 reproduces the voice "Please wait a moment," and the call ends.

[0111] The operator call transfer determination unit 122 does not hold "transfer executed".

[0112] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if it is, stores the "mobile phone number."

[0113] If the operator call forwarding determination unit 122 does not hold "forwarding executed" and the telephone number determination unit 17 holds "mobile phone number", the forwarding non-execution message sending unit 123 sends a message to the telephone number saying "Thank you for calling earlier. Please answer your detailed questions at the following URL: https: / / xxx".

[0114] This embodiment can be modified so that if the DTMF signal "1" is received and forwarding is initiated, but the caller hangs up before connecting to the forwarding destination, the forwarding does not have to be marked as completed. In this case, even if the forwarding fails, the message "Thank you for calling earlier. Please answer any detailed questions at the following URL: https: / / xxx" is sent if the "forwarding completed" status is not held.

[0115] An example of the fourth embodiment of the present invention will be described below. (Example: Fourth embodiment)

[0116] FIG. 10 is a diagram showing the configuration of a message transmission IVR system 1 according to the fourth embodiment.

[0117] The message sending IVR system 1 includes a call receiving unit 11, a voice playback unit 12, a signal waiting unit 13, a processing information storage unit 14, a telephone number determination unit 17, a recording unit 131, a recording determination unit 132, and a message sending unit 133 when recording is not performed.

[0118] The recording unit 131 records the voice of the caller during a call.

[0119] The recording determination unit 132 determines whether the caller's voice has been recorded.

[0120] When the recording determination unit 132 determines that the voice of the caller has not been recorded and when the telephone number determination unit 17 determines that the number is a mobile telephone number, the message sending unit 133 when recording is not performed sends a message to the mobile telephone number. (Fourth embodiment: voice recording and message transmission)

[0121] An example of the voice recording process by the message sending IVR system 1 will be described below.

[0122] FIG. 11 is a flowchart showing the processing of the message transmission IVR system 1 in the fourth embodiment.

[0123] The call receiving unit 11 puts the call from the caller into "on-call" status.

[0124] The voice playback unit 12 plays back the voice message "Thank you for calling. This is Company A. If you have any questions about XX, please press 1. For other inquiries, please press 2."

[0125] FIG. 12 is a diagram showing information held by the processing information holding unit 14 in the fourth embodiment.

[0126] The processing information holding unit 14 holds the following for the DTMF signal "1" received by the signal waiting unit 13: "Play the voice "You will be connected to the answering machine. Please tell us your inquiry." and then execute recording," and for the DTMF signal "2" received: "Play the voice "Please wait a moment." and then end the call."

[0127] The following describes the process when a DTMF signal "1" is received from the caller.

[0128] The processing information holding unit 14 determines the next processing to be "play back the voice message 'You will be connected to an answering machine. Please tell us your inquiry.' and then execute recording.".

[0129] The voice reproducing unit 12 reproduces the voice "You will be connected to an answering machine. Please tell us your inquiry."

[0130] The recording unit 131 records the voice of the caller.

[0131] The recording determination unit 132 holds "recording completed."

[0132] The non-recording message sending unit 133 does not send a message because the recording determination unit 132 holds "recording completed."

[0133] The following shows the process when the DTMF signal "2" is received from the caller.

[0134] The processing information holding unit 14 determines that the next processing is to "play back the voice "Please wait a moment" and then end the call."

[0135] The voice reproducing unit 12 reproduces the voice "Please wait a moment," and the call ends.

[0136] The recording unit 131 does not perform recording.

[0137] The recording determination unit 132 does not hold "recording completed".

[0138] The telephone number determination unit 17 determines whether the telephone number of the caller is a mobile phone number, and if the telephone number of the caller is a mobile phone number, stores the "mobile phone number."

[0139] If the recording determination unit 132 does not hold "recording executed" and if the telephone number determination unit 17 holds "mobile phone number", the message sending unit 133 when recording is not executed sends a message to the mobile phone number saying "Thank you for calling earlier. Please answer the detailed questions at the following URL: https: / / xxx".

[0140] This embodiment can be modified so that if recording is started upon receiving the DTMF signal "1" but the caller hangs up without making any sound, it is not necessary to mark the call as having been recorded. In this case, even if the caller is silent, if the recording determination unit 132 does not hold "recording completed," the message "Thank you for calling earlier. Please answer any detailed questions at the following URL: https: / / xxx" is sent. [Industrial Applicability]

[0141] This is a technology and program that automatically answers incoming calls and automatically sends messages according to the received DTMF signals and voice format. It can be used by businesses that use phones with DTMF or automated voice functions. [Explanation of symbols]

[0142] 1. Message sending IVR system 11 Power receiving section 12 Audio playback section 13 Signal waiting area 14 Processing information storage unit 15. Audio playback call end determination unit 16 Waiting call end determination section 17 Telephone number determination section 18 Message sending section 111 Message template storage unit 112 DTMF reason message transmission decision unit 113 DTMF message transmitter 114 Post-call message sending unit 121 Operator Transfer Department 122 Operator call forwarding decision unit 123 Message sending section when transfer is not performed 131 Recording Section 132 Recording Judgment Unit 133 Message sending section when recording is not performed 2. Caller terminal 3 Operators

Claims

1. An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores a next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a call end determination unit during voice playback that determines whether the caller has ended the call while the voice playback unit is playing back the voice; a call end during standby determination unit that determines whether the caller has ended the call while the signal standby unit is waiting for the DTMF signal or the voice; a message sending unit that sends a message to the mobile phone number when the call end determination unit during voice reproduction determines that the caller has ended the call while the voice reproduction unit is reproducing the voice, or when the call end determination unit during standby determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or voice, and when the phone number determination unit determines that the number is a mobile phone number. A messaging IVR system comprising:

2. An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores a next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a message template storage unit that stores two or more message templates for generating a message body; a DTMF event message sending determination unit for determining whether to send a message to the caller based on a DTMF signal or voice received during a call; a DTMF message sending unit that sends a message generated from a message template stored in the message template storage unit to a caller when the DTMF event message sending determination unit determines that a message should be sent and when the telephone number determination unit determines that the number is a mobile phone number; a post-call message sending unit that sends a message generated from a message template stored in the message template storage unit to a caller when the DTMF event message sending determination unit determines not to send the message and when the telephone number determination unit determines that the number is a mobile phone number; A message sending IVR system characterized in that a message template for generating a message to be sent by the DTMF event message sending unit is different from a message template for generating a message to be sent by the post-call message sending unit.

3. An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores a next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; an operator transfer unit that transfers a call to an operator during a call; an operator call transfer determination unit that determines whether call transfer to an operator has been executed; a message sending unit for when the operator call transfer determination unit determines that the call transfer to the operator has not been executed and when the telephone number determination unit determines that the call is a mobile phone number, the message sending unit for when the transfer is not executed sends a message to the mobile phone number; A messaging IVR system comprising:

4. An automated telephone answering system that automatically answers a call from a caller, a call receiving section that keeps the call from the caller in progress; an audio playback unit that executes audio playback processing during a call; a signal waiting unit that performs waiting processing for a DTMF signal or voice from a caller during a call; a processing information storage unit that stores a next processing to be performed for each received DTMF signal or voice; a telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number; a recording unit for recording the caller's voice during a call; a recording determination unit that determines whether the caller's voice has been recorded; a non-recording message sending unit that sends a message to a mobile phone number when the recording determination unit determines that the caller's voice has not been recorded and when the phone number determination unit determines that the number is a mobile phone number; A message sending IVR system comprising:

5. An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for standby processing for a DTMF signal or voice from a caller during a call; A process information holding process for holding a process to be executed next for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a call end determination process during voice playback that determines whether the caller has ended the call during voice playback by the voice playback process; a call end determination process during standby for determining whether the caller has ended the call while the DTMF signal or voice is being waited for by the signal standby process; a message sending process for sending a message to a mobile phone number when the call end determination process during audio playback determines that the caller has ended the call during audio playback by the audio playback process, or when the call end determination process during standby determines that the caller has ended the call while the signal standby process is waiting for a DTMF signal or audio, and when the phone number determination process determines that the number is a mobile phone number; A message sending IVR program for executing the above.

6. An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for standby processing for a DTMF signal or voice from a caller during a call; A process information holding process for holding a process to be executed next for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a message template storage process for storing two or more message templates for generating the body of a message; a DTMF event message sending determination process for determining whether to send a message to the caller based on a DTMF signal or voice received during a call; a DTMF message sending process for sending a message generated from a message template stored by the message template storing process to a caller when the DTMF event message sending determination process determines that a message should be sent and when the telephone number determination process determines that the number is a mobile phone number; a program for executing a post-call message sending process for sending a message generated from a message template stored by the message template storing process to a caller when the DTMF event message sending determination process determines that the message should not be sent and when the telephone number determination process determines that the number is a mobile phone number, A message sending IVR program characterized in that a message template for generating a message sent by the DTMF event message sending process is different from a message template for generating a message sent by the post-call message sending process.

7. An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for standby processing for a DTMF signal or voice from a caller during a call; A process information holding process for holding a process to be executed next for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; An operator transfer process for transferring a call to an operator during a call; an operator call transfer determination process for determining whether a call transfer to an operator has been executed; a message sending process when the operator call transfer determination process determines that the call transfer to the operator has not been executed and when the telephone number determination process determines that the call is a mobile phone number, the message sending process when the transfer is not executed sends a message to the mobile phone number; A message sending IVR program for executing the above.

8. An automatic telephone answering program that automatically answers a call from a caller, A call receiving process that keeps the call from the caller on hold; an audio playback process for executing audio playback process during a call; a signal standby process for standby processing for a DTMF signal or voice from a caller during a call; A process information holding process for holding a process to be executed next for each received DTMF signal or voice; a telephone number determination process for determining whether the telephone number of the caller is a mobile phone number; a recording process for recording the caller's voice during a call; a recording determination process for determining whether a caller's voice has been recorded; a message sending process when recording is not performed, which sends a message to a mobile phone number when the recording determination process determines that the caller's voice has not been recorded and when the phone number determination process determines that the number is a mobile phone number; A message sending IVR program for executing the above.

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