Message transmission IVR system and message transmission IVR program
The automated telephone answering system addresses the issue of interrupted calls and unwanted messages by sending messages to mobile numbers only when necessary, reducing costs and confusion.
Patent Information
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- KNOWLEDGE FLOW CO LTD
- Filing Date
- 2024-12-16
- Publication Date
- 2026-06-26
AI Technical Summary
Existing automated telephone response systems fail to handle situations where customers interrupt calls or choose not to receive messages, leading to increased message transmission costs and customer confusion due to repeated messages.
An automated telephone answering system that determines whether the caller has ended the call during voice playback or signal standby, and sends messages only to mobile phone numbers if no signal is received, with features to prevent duplicate messaging.
Reduces operator burden and message transmission costs by ensuring messages are sent only to customers who have interrupted their calls, while preventing confusion from repeated messages.
Smart Images
Figure 2026105203000001_ABST
Abstract
Description
Technical Field
[0001] The present invention relates to a technique for automatically performing message transmission in a system that automatically answers incoming calls.
Background Art
[0002] In recent years, the number of operators who handle incoming calls from customers with an automatic response of an IVR has been increasing. Along with this function, voice guidance is played to the customer who is the caller, prompting the customer to transmit a DTMF signal by operating the telephone, and a message corresponding to the transmitted DTMF signal may be transmitted. With these functions, it is expected to reduce the burden of telephone handling by operators.
[0003] However, in such an automatic telephone response, a certain number of customers do not follow the voice guidance and end the call without transmitting a DTMF signal. In addition, a customer may transmit a DTMF signal that does not lead to message transmission. When the customer makes a selection where the message is not transmitted or the call is interrupted in this way, the message is not transmitted, so it is necessary to call the customer back, which poses a problem of burdening the operator.
[0004] Regarding a system for message transmission IVR, the following techniques are known. In Patent Document 1, a system is disclosed that automatically makes a voice response when there is an incoming call to a specific telephone number and transmits a specific message in response to the reception of predetermined number information within a predetermined period after the incoming call. In Patent Document 2, a system for automatically transmitting an SMS mail to a communication partner is disclosed.
Prior Art Documents
Patent Documents
[0005]
Patent Document 1
Patent Document 2
Summary of the Invention
[0006] However, these systems have various limitations because they are not designed to handle situations where a customer interrupts a call during an automated response. Specifically, messages are sent to callers even after the incoming call flow has been successfully completed, which can increase message transmission costs. Also, there are no measures in place to prevent messages from being sent again after they have already been sent during the incoming call flow, which could confuse the customer.
[0007] The present invention aims to reduce the burden on operators handling phone calls while keeping message transmission costs down, by sending messages in automated telephone answering systems when customers choose not to receive messages or when they interrupt the call. [Means for solving the problem]
[0008] The message transmission IVR system of the present invention is An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a signal standby process to wait for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next process to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or voice. If the voice playback termination determination unit determines that the caller has ended the call while the voice playback unit is playing voice, or if the standby termination determination unit determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or voice, and the phone number determination unit determines that it is a mobile phone number, then the caller message sending unit will send a message to the mobile phone number. It is characterized by being equipped with [the following features].
[0009] This feature allows a message to be sent to a mobile phone number if the caller ends the call while audio is playing, or while waiting for a DTMF signal or audio. This means a message can be sent to the caller if no signal is received from them.
[0010] This feature, unlike the system described in Patent Document 1, allows for sending messages only to customers who have interrupted their phone calls, thus reducing transmission costs.
[0011] The message transmission IVR system of the present invention is An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a signal standby process to wait for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next process to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or voice. A DTMF reason message transmission determination unit determines whether to send a message to the caller based on the DTMF signals and voice received during the call, The call termination determination unit during voice playback determines that the caller has ended the call while the voice playback unit is playing voice, or the call termination determination unit in standby mode determines that the caller has ended the call while the signal standby unit is in standby mode for a DTMF signal or voice, and the telephone number determination unit determines that it is a mobile phone number, and the DTMF reason message transmission determination unit determines that no message should be sent, in which case the call termination message transmission unit with duplicate prevention function will send a message to the mobile phone number. It is characterized by being equipped with [the following features].
[0012] This feature allows you to prevent sending a message if the customer ends the call after choosing to receive it, thus preventing confusion by having the message sent again.
[0013] The message transmission IVR system of the present invention is An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a signal standby process to wait for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next process to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or voice. A blocklist phone number holder that holds a list of phone numbers to which messages will not be sent, A blocked list phone number determination unit that determines whether the phone number of the phone caller is included in the list of phone numbers held in the blocked list phone number holding unit. When the voice playback end call determination unit determines that the phone caller ended the call during the voice playback by the voice playback unit, or when the standby end call determination unit determines that the phone caller ended the call during the standby of the DTMF signal or voice by the signal standby unit, and when the phone number determination unit determines that it is a mobile phone number, and when the blocked list phone number determination unit determines that it is not included, a message transmission unit for a departing person with a transmission unnecessary determination function that transmits a message to the mobile phone number is provided. Characterized by.
[0014] According to this feature, it is possible not to send a message to a specific phone number such as a repeated business call, and the transmission cost can be suppressed.
[0015] The message transmission IVR program of the present invention Is a telephone automatic response program that automatically responds to a call from a phone caller, A call reception response process for making a call from a phone caller during a call, A voice playback process for executing a voice playback process during a call, A signal standby process for executing a standby process for a DTMF signal or voice from a phone caller during a call, A process information holding process for holding the process to be executed next for each received DTMF signal or voice, A phone number determination process for determining whether the phone number of the phone caller is a mobile phone number, A voice playback in - call end call determination process for determining whether the phone caller ended the call during the voice playback by the voice playback process, A standby end call determination process for determining whether the phone caller ended the call during the standby of the DTMF signal or voice by the signal standby process, If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while the audio playback process is playing audio, or if the aforementioned call termination 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 the aforementioned phone number determination process determines that it is a mobile phone number, then a message sending process for the caller to end the call is performed to that mobile phone number. It is characterized by causing the execution of the following:
[0016] The message transmission IVR program of the present invention is An automated telephone answering program that automatically answers calls from callers, The process of handling incoming calls and putting the caller's call into a busy line, Audio playback processing, which performs audio playback processing during a call, Signal waiting process, which performs a waiting process for DTMF signals or voice from the caller during a call, A processing information retention process that holds the next process to be executed for each received DTMF signal or audio, A phone number determination process that determines whether the caller's phone number is a mobile phone number, A call termination determination process during voice playback determines whether the caller ended the call while the voice playback was being performed by the aforementioned voice playback process, A standby call termination determination process determines whether the caller ended the call while the signal standby process was in standby mode, based on the DTMF signal or audio. A DTMF-based message transmission determination process determines whether to send a message to the caller based on DTMF signals and voice received during a call, If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while the audio playback process is playing audio, or if the aforementioned call termination 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 the aforementioned telephone number determination process determines that it is a mobile phone number, and the aforementioned DTMF reason message transmission determination process determines that no message should be sent, then a message transmission process for callers with a duplicate prevention function will be performed to send a message to that mobile phone number. It is characterized by causing the execution of the following:
[0017] The message transmission IVR program of the present invention is An automated telephone answering program that automatically answers calls from callers, The process of handling incoming calls and putting the caller's call into a busy line, Audio playback processing, which performs audio playback processing during a call, Signal waiting process, which performs a waiting process for DTMF signals or voice from the caller during a call, A processing information retention process that holds the next process to be executed for each received DTMF signal or audio, A phone number determination process that determines whether the caller's phone number is a mobile phone number, A call termination determination process during voice playback determines whether the caller ended the call while the voice playback was being performed by the aforementioned voice playback process, A standby call termination determination process determines whether the caller ended the call while the signal standby process was in standby mode, based on the DTMF signal or audio. A blocklist phone number retention process that holds a list of phone numbers to which messages will not be sent, A blocklist phone number determination process that determines whether the phone number of the caller is included in the list of phone numbers held in the blocklist phone number holding process, If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while the audio playback process is playing audio, or if the aforementioned call termination 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 the aforementioned telephone number determination process determines that it is a mobile phone number, and the aforementioned block list telephone number determination process determines that it is not included, then a message transmission process for callers with a function to determine whether transmission is unnecessary will be sent to the mobile phone number. It is characterized by causing the execution of the following:
[0018] This characteristic allows a computer to operate as a program. [Effects of the Invention]
[0019] According to the present invention, a message-sending IVR system and a message-sending IVR program are provided that enable a message-sending IVR system to reduce the burden on operators handling phone calls and the cost of sending messages by sending messages when a customer chooses not to send a message or when the call is interrupted in an automated telephone response system. [Brief explanation of the drawing]
[0020] [Figure 1] Figure 1 shows the configuration of the message transmission IVR system 1 in the first embodiment. [Figure 2] Figure 2 is a flowchart showing the processing of the message transmission IVR system 1 in the first embodiment. [Figure 3] Figure 3 shows the information held by the processing information holding unit 14 in the first embodiment. [Figure 4] Figure 4 shows the configuration of the message transmission IVR system 1 in the second embodiment. [Figure 5] Figure 5 is a flowchart showing the processing of the message transmission IVR system 1 in the second embodiment. [Figure 6] Figure 6 shows the information held by the block list telephone number holding unit 111 in the second embodiment. [Modes for carrying out the invention]
[0021] The following describes examples of the first embodiment of the present invention. (Example: First Embodiment)
[0022] Figure 1 shows the configuration of the message transmission IVR system 1 in the first embodiment.
[0023] The message transmission IVR system 1 comprises a call receiving unit 11, a voice playback unit 12, a signal standby unit 13, a processing information holding unit 14, a telephone number determination unit 15, a call termination determination unit 16 during voice playback, a call termination determination unit 17 during standby, a message transmission unit for the absentee 18, a DTMF reason message transmission determination unit 19, and a message transmission unit 20 for the absentee with a duplicate prevention function.
[0024] The message transmission IVR system 1 is connected to the caller terminal 2 via a communication network.
[0025] Communication networks include telephone networks, dedicated lines, LANs (Local Area Networks), and the Internet, and may also be combinations of these.
[0026] The call receiving unit 11 responds to incoming calls from callers.
[0027] The audio playback unit 12 plays an automated voice message during a call.
[0028] The signal standby unit 13 waits for a DTMF signal or voice from the caller during a call.
[0029] The processing information holding unit 14 holds the next processing to be performed for each received DTMF signal or audio information.
[0030] The telephone number determination unit 15 determines whether the telephone number of the caller is a mobile phone number.
[0031] The voice playback termination determination unit 16 determines whether the caller ended the call while the voice playback unit 12 was playing the voice.
[0032] The standby call termination determination unit 17 determines whether the caller ended the call while the audio playback unit 12 was in standby mode, based on the DTMF signal or audio.
[0033] The call termination message sending unit 18 sends a message to a mobile phone number if the call termination determination unit 16 determines that the caller has ended the call while the call playback unit 12 is playing audio, or if the call termination determination unit 17 determines that the caller has ended the call while the DTMF signal or audio signal standby unit 13 is in standby mode, and the call number determination unit 15 determines that the number is a mobile phone number.
[0034] The DTMF reason message transmission determination unit 19 determines whether to send a message to the caller based on the DTMF signals and voice received during the call.
[0035] The call termination message sending unit 20 with duplicate prevention function sends a message to the caller's mobile phone number when the call termination determination unit 16 determines that the caller has ended the call while the call playback unit 12 is playing audio, or when the call termination determination unit 17 determines that the caller has ended the call while the DTMF signal or audio signal standby unit 13 is in standby mode, and the call number determination unit 15 determines that it is a mobile phone number, and the DTMF reason message sending determination unit 19 determines that no message should be sent. (First Embodiment: Message Sending System)
[0036] The following is an example of message transmission by the message transmission IVR system 1 when the signal standby unit 13 receives a DTMF signal.
[0037] Figure 2 is a flowchart showing the processing of the message transmission IVR system 1 in the first embodiment.
[0038] The call handling unit 11 sets the call from the caller to "busy".
[0039] The voice playback unit 12 plays an automated voice message during a call: "Thank you for calling. This is Company A. For inquiries about XX, please press 1, and for other inquiries, please press 2."
[0040] The signal standby unit 13 waits for a DTMF signal from the caller during a call.
[0041] Figure 3 shows the information held by the processing information holding unit 14 in the first embodiment.
[0042] The processing information holding unit 14 holds the message "Play voice message 'Sending an SMS.' and then end the call" for the received DTMF signal "1", and the message "Play voice message 'We are currently experiencing high call volume. Please try again later.' and then end the call" for the received DTMF signal "2".
[0043] The following describes the process when the signal standby unit 13 receives a DTMF signal "1" from the caller, and then the caller ends the call while audio playback is in progress.
[0044] The processing information holding unit 14 decides that the next process is to "play the voice message 'Sending an SMS.' and then end the call."
[0045] The audio playback unit 12 plays the audio message "Sending an SMS."
[0046] The voice playback termination determination unit 16 maintains the "on call" status if the caller ends the call while the voice playback unit 12 is playing back audio.
[0047] The processing information holding unit 14 decides to "send a message" as the next process.
[0048] The DTMF reason message transmission determination unit 19 holds "Message sent".
[0049] The message sending unit 20 for callers with duplicate prevention function will not send a message to the caller if the DTMF reason message sending determination unit 19 holds "send message".
[0050] This embodiment may be modified so that if DTMF cannot be received, the call is disconnected after a certain period of time, and in that case, a message is sent to the mobile phone number, just as if the caller had hung up.
[0051] Furthermore, this embodiment may be modified so that if the same caller makes multiple calls within a certain period, a message is not sent to the mobile phone number except for the first call.
[0052] The following describes an example of the second embodiment of the present invention. (Example: Second Embodiment)
[0053] Figure 4 shows the configuration of the message transmission IVR system 1 in the second embodiment.
[0054] The message transmission IVR system 1 is connected to the caller terminal 2 via a communication network.
[0055] The message transmission IVR system 1 comprises a call receiving unit 11, an audio playback unit 12, a signal standby unit 13, a processing information holding unit 14, a telephone number determination unit 15, an end call determination unit 16 during audio playback, an end call determination unit 17 during standby, a block list telephone number holding unit 111, a block list telephone number determination unit 112, and a message transmission unit 113 for users who have left the group with a function to determine if transmission is unnecessary.
[0056] The blocklist phone number storage unit 111 stores a list of phone numbers to which messages will not be sent.
[0057] The blocklist telephone number determination unit 112 determines whether the telephone number of the caller is included in the list of telephone numbers held in the blocklist telephone number holding unit 111.
[0058] The message sending unit 113 for callers with a function to determine whether a message should not be sent will send a message to the mobile phone number if the call termination determination unit 16 determines that the caller has ended the call while the voice playback unit 12 is playing an audio, or if the call termination determination unit 17 determines that the caller has ended the call while the DTMF signal or audio signal standby unit 13 is in standby mode, and the phone number determination unit 15 determines that it is a mobile phone number, and the phone number determination unit 112 determines that it is not included in the block list. (Second embodiment: No message sent)
[0059] The following is an example of how the message transmission IVR system 1 handles cases where no message is sent.
[0060] Figure 5 is a flowchart showing the processing of the message transmission IVR system 1 in the second embodiment.
[0061] The call handling unit 11 sets the call from the caller to "busy".
[0062] The voice playback unit 12 plays an automated voice message during a call: "Thank you for calling. This is Company A. For inquiries about XX, please press 1, and for other inquiries, please press 2."
[0063] The signal standby unit 13 waits for a DTMF signal from the caller during a call.
[0064] The processing information holding unit 14 holds the following information for the received DTMF signal "1": "Play the voice message 'We will call you back later.' and then end the call," and for the received DTMF signal "2": "Play the voice message 'We are currently experiencing high call volume. Please try again later.' and then end the call."
[0065] The following describes the process that occurs when the caller ends the call while the system is waiting for a DTMF signal from the caller or while the audio playback unit 12 is playing audio.
[0066] The telephone number determination unit 15 determines whether the telephone number of the caller is a mobile phone number, and if it is a mobile phone number, it stores the "mobile phone number".
[0067] The voice playback termination determination unit 16 determines whether the caller ended the call while the voice playback unit 12 was playing the voice, and if the caller ended the call during voice playback, it maintains the status "on call".
[0068] The standby call termination determination unit 17 determines whether the caller has ended the call while the signal standby unit 13 is waiting for a DTMF signal. If the caller has ended the call while the unit is waiting, it maintains the status as "on call".
[0069] Figure 6 shows the information held by the block list telephone number holding unit 111 in the second embodiment.
[0070] The blocklist phone number holding unit 111 holds the phone number "08000000000" to which messages will not be sent.
[0071] The block list telephone number determination unit 112 stores "blocked" if the telephone number of the caller, "08000000000", is included in the list of telephone numbers stored in the block list telephone number storage unit 111.
[0072] The message sending unit 113 for callers with a function to determine whether a message should not be sent will not send a message if the call termination determination unit 16 determines that the caller has ended the call while the voice playback unit 12 is playing voice, or if the call termination determination unit 17 determines that the caller has ended the call while the DTMF signal or voice signal standby unit 13 is in standby mode, and the call number determination unit 15 has determined that it is a mobile phone number, but the block list call number determination unit 112 holds "blocked". [Industrial applicability]
[0073] This invention provides a technology and program for automatically answering incoming phone calls and automatically sending messages according to the received DTMF signals and voice patterns. It is intended for use by companies utilizing telephones equipped with DTMF functionality or automated voice functions. [Explanation of Symbols]
[0074] 1. Message transmission IVR system 11 Power Reception Section 12 Audio playback unit 13 Signal standby section 14 Processing Information Holding Unit 15 Telephone number determination section 16. End of call determination unit during audio playback 17 Waiting call end determination unit 18 Message sending section for users who have left the service 19 DTMF reason message transmission determination unit 20 Message sending unit for users who have left the group, with duplicate prevention function. 111 Blocklist Telephone Number Holding Section 112 Blocklist telephone number determination unit 113 Message sending unit for users who have left the group, with a function to determine if sending is unnecessary. 2. Caller terminal
Claims
1. An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a standby process for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next processing to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or audio. If the voice playback termination determination unit determines that the caller has ended the call while the voice playback unit is playing voice, or if the standby termination determination unit determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or voice, and the phone number determination unit determines that it is a mobile phone number, then the message transmission unit for the caller to end the call will send a message to that mobile phone number. A message transmission IVR system equipped with [a specific feature].
2. An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a standby process for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next processing to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or audio. A DTMF reason message transmission determination unit determines whether to send a message to the caller based on the DTMF signal and voice received during the call, The voice playback termination determination unit determines that the caller has ended the call while the voice playback unit is playing audio, or the standby termination determination unit determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or audio, and the telephone number determination unit determines that it is a mobile phone number, and the DTMF reason message transmission determination unit determines that no message should be sent, in which case the message transmission unit for callers with duplicate prevention function will send a message to the mobile phone number. A message transmission IVR system equipped with [a specific feature].
3. An automated telephone answering system that automatically answers calls from callers, A call handling unit that puts the caller's call on hold, A voice playback unit that performs audio playback processing during a call, A signal standby unit that performs a standby process for DTMF signals or voice from the caller during a call, A processing information holding unit that holds the next processing to be performed for each received DTMF signal or audio, A telephone number determination unit that determines whether the telephone number of the caller is a mobile phone number, A voice playback end-of-call determination unit that determines whether the caller ended the call while the voice playback unit was playing voice, A standby call termination determination unit determines whether the caller ended the call while the signal standby unit was in standby mode, based on the DTMF signal or audio. A blocklist phone number holder that holds a list of phone numbers to which messages will not be sent, A blocklist telephone number determination unit determines whether the telephone number of the caller is included in the list of telephone numbers held in the blocklist telephone number holding unit, The message transmission unit for callers with a transmission unnecessary determination function sends a message to a mobile phone number when the voice playback termination determination unit determines that the caller has ended the call while the voice playback unit is playing audio, or when the standby termination determination unit determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or audio, and the telephone number determination unit determines that it is a mobile phone number, and the block list telephone number determination unit determines that it is not included. A message transmission IVR system equipped with [a specific feature].
4. An automated telephone answering program that automatically answers calls from callers, The process of handling incoming calls and putting the caller's call into a busy line, Audio playback processing, which performs audio playback processing during a call, Signal waiting process, which performs a waiting process for a DTMF signal or voice from the caller during a call, A process information retention process that holds the next process to be executed for each received DTMF signal or audio, A phone number determination process that determines whether the caller's phone number is a mobile phone number, A call termination determination process during voice playback determines whether the caller ended the call while the voice playback was being performed by the aforementioned voice playback process, A standby call termination determination process determines whether the caller ended the call while the signal standby process was in standby mode, based on the DTMF signal or audio. If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while audio playback is being performed by the audio playback process, or if the aforementioned call termination 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 the aforementioned phone number determination process determines that it is a mobile phone number, then a message sending process for the caller to end the call is performed to that mobile phone number. A message sending IVR system to execute [the specified action].
5. An automated telephone answering program that automatically answers calls from callers, The process of handling incoming calls and putting the caller's call into a busy line, Audio playback processing, which performs audio playback processing during a call, Signal waiting process, which performs a waiting process for a DTMF signal or voice from the caller during a call, A process information retention process that holds the next process to be executed for each received DTMF signal or audio, A phone number determination process that determines whether the caller's phone number is a mobile phone number, A call termination determination process during voice playback determines whether the caller ended the call while the voice playback was being performed by the aforementioned voice playback process, A standby call termination determination process determines whether the caller ended the call while the signal standby process was in standby mode, based on the DTMF signal or audio. A DTMF-related message transmission determination process determines whether to send a message to the caller based on the DTMF signal and voice received during the call, If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while the audio playback process is playing audio, or if the aforementioned call termination 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 the aforementioned telephone number determination process determines that it is a mobile phone number, and the aforementioned DTMF reason message transmission determination process determines that no message should be sent, then a message transmission process for callers with a duplicate prevention function will be performed to that mobile phone number. A message sending IVR system to execute [the specified action].
6. An automated telephone answering program that automatically answers calls from callers, The process of handling incoming calls and putting the caller's call into a busy line, Audio playback processing, which performs audio playback processing during a call, Signal waiting process, which performs a waiting process for a DTMF signal or voice from the caller during a call, A process information retention process that holds the next process to be executed for each received DTMF signal or audio, A phone number determination process that determines whether the caller's phone number is a mobile phone number, A call termination determination process during voice playback determines whether the caller ended the call while the voice playback was being performed by the aforementioned voice playback process, A standby call termination determination process determines whether the caller ended the call while the signal standby process was in standby mode, based on the DTMF signal or audio. A blocklist phone number retention process that holds a list of phone numbers to which messages will not be sent, A blocklist phone number determination process that determines whether the phone number of the caller is included in the list of phone numbers held in the blocklist phone number holding process, If the aforementioned call termination determination process during audio playback determines that the caller has ended the call while the audio playback process is playing audio, or if the aforementioned call termination 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 the aforementioned telephone number determination process determines that it is a mobile phone number, and the aforementioned block list telephone number determination process determines that it is not included, then a message transmission process for callers with a function to determine whether transmission is unnecessary will be sent to the mobile phone number. A message sending IVR system to execute [the specified action].