Telephone systems, programs, and information processing devices
The telephone system addresses the challenge of identifying call pickup performers by storing and updating call event information, enabling easy confirmation of who handled the call pickup.
Patent Information
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- TRANS ARCHITECT CO LTD
- Filing Date
- 2024-12-18
- Publication Date
- 2026-06-30
AI Technical Summary
Users are unable to easily confirm who performed a call pickup for an incoming call using existing call pickup systems, leading to uncertainty and inefficiency.
A telephone system that includes a switch and a first information processing device to store and update call history data, allowing users to easily identify who performed the call pickup by storing and updating call event information, including caller identification and user identification.
Enables users to easily check from the call history who performed the call pickup, enhancing transparency and efficiency in call handling.
Smart Images
Figure 2026106729000001_ABST
Abstract
Description
Technical Field
[0001] This embodiment relates to a telephone system, a program, and an information processing apparatus.
Background Art
[0002] When there is an incoming call to a certain telephone, there is call pickup as a function to answer on behalf by another telephone other than the telephone with the incoming call.
[0003] When using call pickup, a call pickup group is set in advance in a private branch exchange (hereinafter referred to as PBX). When a certain telephone and another telephone belong to the same call pickup group, as described above, it becomes possible to answer on behalf by another telephone for an incoming call to a certain telephone.
Prior Art Documents
Patent Documents
[0004]
Patent Document 1
Patent Document 2
Summary of the Invention
Problems to be Solved by the Invention
[0005] When an incoming call to a certain telephone is handled using call pickup, a user who wants to know who handled the incoming call needs to inquire of other users whether they performed call pickup, etc., and there are cases where it cannot be easily confirmed.
[0006] This embodiment has been made in view of the above circumstances and provides a telephone system, program, and information processing device that allows a user to easily confirm from the call history who performed the call pickup for an incoming call to a telephone when the call pickup was handled by the call pickup system. [Means for solving the problem]
[0007] The telephone system according to this embodiment includes a switch that receives an incoming call from a caller telephone and enables communication between the caller telephone and a responding telephone, which is one of a plurality of telephones, and a first information processing device that can communicate with the switch and, when an incoming call occurs at the switch, receives a call event from the switch, stores history data in a storage device based on the call event, and accepts an operation to specify a responding telephone from among the plurality of telephones. When the switch receives an incoming call from a caller telephone, it dials the incoming call from the caller telephone to a first telephone used as the destination, corresponding to a first telephone number set at the switch, and transmits a call event including the caller telephone's identification information and the first telephone number to the first information processing device. When the first information processing device receives a call event from the switch, it stores history data including the caller telephone's identification information, the first telephone number, an event type indicating an incoming call, and a status indicating that call pickup has not been performed, in its storage device. When the first information processing device receives a call pickup command including the responding telephone's identification information from the second information processing device, it transmits a call pickup processing execution command including the responding telephone's identification information to the switch. When the exchange receives a call pickup execution command, it performs a call pickup operation to change the incoming telephone from the first telephone to the answering telephone indicated by the call pickup execution command, and transmits processing result information indicating the result of the call pickup operation to the first information processing device. The first information processing device receives the processing result information from the exchange, and if the processing result information indicates success, it updates the history data so that the history data includes a status indicating that the call has been picked up and user identification information indicating the user of the second information processing device who performed the call pickup. [Effects of the Invention]
[0008] According to this embodiment, when an incoming call to a telephone is handled by call pickup, the user can easily check from the call history who performed the call pickup for that call. [Brief explanation of the drawing]
[0009] [Figure 1] A block diagram showing an example of a telephone system according to the first embodiment. [Figure 2] A sequence diagram showing an example of a first process performed by a calling telephone, PBX, CTI (Computer Telephony Integration) device, telephone, and terminal device according to the first embodiment. [Figure 3] A sequence diagram showing an example of a second process performed by a CTI device and a terminal device according to the first embodiment. [Figure 4] A block diagram showing an example of the configuration of a PBX provided in a telephone system according to the first embodiment. [Figure 5] A block diagram showing an example of the configuration of a CTI device provided in a telephone system according to the first embodiment. [Figure 6] A block diagram showing an example of the configuration of a telephone system and a communication-enabled terminal device according to the first embodiment. [Figure 7] A diagram showing an example of screen transitions in a terminal device according to the first embodiment. [Figure 8] A screen diagram showing a first example of the display of history data in a terminal device according to the first embodiment. [Figure 9] A screen diagram showing a second example of the display of history data in a terminal device according to the first embodiment. [Modes for carrying out the invention]
[0010] Embodiments will be described below with reference to the drawings. In the following description, substantially identical or substantially identical functions and components will be denoted by the same reference numerals, and their descriptions will be omitted or, if necessary, briefly described.
[0011] [First Embodiment] In the first embodiment, a telephone system (a call system capable of incoming call transfer) that realizes an extension call pickup will be described.
[0012] In the first embodiment, it is assumed that the identification information is information that can identify a device or a person. As the identification information, for example, a user ID, a name, an employee number, or a telephone number may be used.
[0013] FIG. 1 is a block diagram showing an example of the configuration of a telephone system 1 according to the first embodiment.
[0014] The telephone system 1 includes a PBX 2 and a CTI device 3. The PBX 2 and the CTI device 3 can communicate with each other wirelessly or by wire.
[0015] In the first embodiment, when the CTI device 3 receives a call event from the PBX 2, the CTI device 3 generates and stores call history data 6 including the caller's telephone number, the called party's telephone number, the event type indicating that an incoming call has occurred, the status indicating that call pickup has not been executed, etc. Then, when the CTI device 3 receives processing result information indicating that the call pickup (in other words, the dynamic change of the incoming call number) processing from the PBX 2 has been successful, the CTI device 3 updates the history data 6. In this update, the history data 6 stores a status indicating that the call has been picked up and, for example, the user ID of the user who performed the call pickup operation.
[0016] The PBX 2 can receive an incoming call from the calling telephone T0. The PBX 2 stores switching data 4 including information such as, for example, connectable extension telephone numbers (telephone numbers under the PBX 2) or outside line telephone numbers (telephone numbers not under the PBX 2). The switching data 4 may include information associating, for example, the identification information of the telephones T1 to Tn, which are extension telephones or outside line telephones that can receive incoming calls via the PBX 2, with the telephone numbers of the telephones T1 to Tn.
[0017] Based on the switch data 4, PBX2 has a function of communicatively connecting the originating telephone T0 and a responding telephone which is any one of the telephones T1 to Tn. The CTI device 3 and the telephones T1 to Tn can communicate with each other wirelessly or by wire.
[0018] In the first embodiment, it is assumed that the originating telephone T0 is, for example, an outside line telephone connected to the public switched telephone network, but the originating telephone T0 may be an inside line telephone connected under PBX2. Each of the telephones T1 to Tn may be, for example, an inside line telephone connected under PBX2 by a telephone line, or may be an outside line telephone not under PBX2.
[0019] In the following description, the case where an incoming call to PBX2 is answered by the telephone T1 selected in the terminal device 5 (that is, when the responding telephone is the telephone T1) will be described as an example, but the case where an incoming call to PBX2 is answered by any one of the telephones T2 to Tn is the same.
[0020] In the first embodiment, PBX2 is provided with, for example, an API (Application Programming Interface). For example, an information processing device such as the CTI device 3 transmits a command to PBX2 using this API. PBX2 operates according to the received command. Note that the command may include, for example, one or more commands. Also, the type and function of PBX2 are not particularly limited.
[0021] The PBX2 according to the first embodiment includes, for example, switch data 4 that associates the telephone number assigned to the PBX2, setting information regarding the first telephone that becomes the destination when the PBX2 receives an incoming call, and identification information of the telephones T1 to Tn that can answer an incoming call to the first telephone.
[0022] In the first embodiment, the PBX2 does not need to physically provide a first telephone by holding configuration information to allow the PBX2 to function as a virtual first telephone. However, the first telephone may be a physically existing telephone that is connected to the PBX2 in a communicative manner.
[0023] Alternatively, PBX2 may attempt to establish a connection between the originating telephone T0 and one of the telephones T0 to Tn, and then attempt to establish a connection between the originating telephone T0 and the answering telephone specified in the call pickup.
[0024] When PBX2 receives a call from the originating telephone T0 to the telephone number assigned to PBX2, it makes a call to the first telephone to which the first telephone number is assigned, based on the exchange data 4. When an incoming call occurs on the first telephone corresponding to the first telephone number, PBX2 issues a call event to the CTI device 3.
[0025] When PBX2 receives a call pickup processing command from CTI device 3, it changes the incoming call to the first telephone to an incoming call to telephone T1 specified by the user via terminal device 5, and transmits the processing result information of the call pickup process to CTI device 3.
[0026] The telephone number assigned to PBX2 may, for example, be a main telephone number. The telephone number assigned to PBX2 does not have to be assigned to a physical telephone. The first telephone number is a telephone number that exists only in the data of PBX2 (for example, a virtual telephone number) and does not have to be associated with a physical telephone. In such a case, for example, the actual main telephone associated with the main telephone number can be omitted. Conversely, the telephone number assigned to PBX2 may be assigned to a physical telephone.
[0027] PBX2 may transmit commands to external devices, such as CTI device 3, according to a predetermined interface.
[0028] Terminal device 5 is capable of communicating with CTI device 3 and accepts the operation to specify a responding telephone from among telephones T1 to Tn. For example, multiple terminal devices 5 may be used with CTI device 3. Terminal device 5 may be, for example, a smartphone, a personal computer (PC), a tablet terminal, or various other information processing devices.
[0029] In the first embodiment, for example, the case in which the terminal device 5 has the function of a telephone will be described as an example. That is, in the first embodiment, the case in which the terminal device 5 is a smartphone, a mobile phone, a PDA (Personal Data Assistance) with calling functionality will be described as an example. In the first embodiment, the terminal device 5 is able to communicate with the CTI device 3 and may be an extension telephone under the PBX 2, or an external telephone not under the PBX 2. Note that the terminal device 5 does not have the function of a telephone. If the terminal device 5 has calling functionality, the telephone T1 and the terminal device 1 may be combined into a single device.
[0030] The CTI device 3 is an example of an information processing device that operates in conjunction with the PBX 2. The CTI device 3 is, for example, a server device including a CTI engine, and can communicate with the PBX 2, telephones T0 to Tn, and terminal device 5. However, the CTI device 3 does not necessarily need to be able to communicate with telephones T1 to Tn.
[0031] For example, the CTI device 3 receives commands from the terminal device 5 and performs various operations for incoming calls via the PBX 2 based on the received commands.
[0032] The CTI device 3 stores and manages user data 21, including the user ID for the terminal device 5, and stores and manages call pickup group data 22, which includes the telephone numbers of telephones T1 to Tn that the user wants to be targeted for call pickup processing and which are managed by the PBX 2. The telephone numbers included in this call pickup group data 22 may be the same as, or only a part of, the telephone numbers managed by the PBX 2.
[0033] In the first embodiment, user data 21 is data that associates a telephone number with a user ID, and the CTI device 3 may obtain the user ID of the terminal device 5 based on the user data 21 and the telephone number included in the call pickup command.
[0034] Alternatively, in the first embodiment, the call pickup command may include the user ID of the user of the terminal device 5, and the CTI device 3 may obtain the user ID from the call pickup command received from the terminal device 5. In this case, the user data 21 is optional.
[0035] In the first embodiment, the CTI device 3 will be described as obtaining the user ID of the user of terminal device 5 when it receives a call pickup command from terminal device 5. However, the CTI device 3 may also obtain the user ID of the user of terminal device 5 when it receives processing result information from PBX2.
[0036] Alternatively, in the first embodiment, when the terminal device 5 authenticates the user using a user ID, password, etc., and the CTI device 3 and the terminal device 5 establish a session and communicate, the CTI device 3 may obtain session information related to authentication from information such as the communication header received from the terminal device 5, and obtain the user ID of the user of the terminal device 5 from the session information.
[0037] For example, if an incoming call is received from the originating telephone T0 to PBX2, PBX2 will enter an incoming call state for the first telephone. CTI device 3 sends a command to PBX2 to change the destination of the incoming call to the first telephone to the telephone number of telephone T1 specified in terminal device 5. PBX2 changes the destination of the incoming call to the first telephone to telephone T1 specified in terminal device 5, in accordance with the command received from CTI device 3.
[0038] For example, the CTI device 3 detects an incoming call from the originating telephone T0 to the PBX2 in accordance with a call event issued from the PBX2, without requiring any operation from the terminal device 5. Based on this detection result, it generates and stores history data 6 and notifies the terminal device 5 that there is an incoming call from the originating telephone T0 to one of the telephones T1 to Tn. Upon receiving this notification, the terminal device 5 can display a list of telephones that are candidates for call pickup and prompt the user to perform a call pickup.
[0039] The following describes the coordinated operation between the PBX2 and the CTI device 3 in the telephone system 1 according to the first embodiment.
[0040] In the telephone system 1 according to the first embodiment, when the PBX2 receives an incoming call from the originating telephone T0, it transitions the incoming call status of the PBX2 to the state of an incoming call on the first telephone corresponding to the first telephone number, and issues a call event to the CTI device 3. The PBX2 may perform the generation of an incoming call on the first telephone and the issuance of a call event to the CTI device 3 in parallel.
[0041] When the CTI device 3 receives a call event from the PBX 2, it generates history data 6 based on the information contained in the call event, indicating that the event type is "Incoming Call," the status is "Absent (or Blank)" which means that call pickup has not been performed, the originating telephone number is the telephone number of the originating telephone T0, and the destination telephone number is the first telephone number, and stores the history data 6.
[0042] Subsequently, the CTI device 3 receives a call pickup command from the terminal device 5. The call pickup command includes identification information of the telephone (answering telephone) T1 designated and selected by the user's call pickup operation as the target for establishing a call with the originating telephone T0. Upon receiving the call pickup command from the terminal device 5, the CTI device 3 obtains a user ID that identifies the user of the terminal device 5 and sends a call pickup processing execution command to the PBX2, which includes the identification information of the telephone T1 selected as the target for establishing a call with the originating telephone T0. The call pickup processing execution command includes the identification information of the telephone T1 designated by the user during call pickup. Note that if the terminal device 5 has a calling function, the identification information of telephone T1 may be the identification information of the terminal device 5.
[0043] When PBX2 receives a call pickup execution command from CTI device 3, it executes a call pickup process to change the incoming telephone from the first telephone to telephone T1, as indicated by the call pickup execution command. As a result, PBX2 transitions to the incoming state of telephone T1, as indicated by the call pickup execution command, and enables communication between the originating telephone T0 and telephone T1. If the call pickup process is successful, PBX2 transmits processing result information to CTI device 3 indicating that the call pickup process was successful.
[0044] After the CTI device 3 sends a call pickup processing execution command to the PBX2, and receives processing result information from the PBX2 indicating that the call pickup process was successful, it retrieves the latest data from the history data 6 based on the conditions that the event type is "Incoming Call", the status is "Absent (or Blank)" indicating that the call has not been picked up, the originating telephone number is the telephone number of the originating telephone T0, and the destination telephone number is the first telephone number. The CTI device 3 then updates the history data 6 so that the retrieved data indicates that the status has been picked up and includes a user ID indicating that the responder who answered the call is a user of terminal device 5.
[0045] Furthermore, the condition that the originating phone number is the phone number of the originating phone T0 may be excluded from the conditions for obtaining the data to be updated from the history data 6.
[0046] Then, when the CTI device 3 receives a command to read history data 6 from a device such as a terminal device 5, it reads the history data 6 and transmits the history data 6 to the terminal device 5, which is the source device of the read command.
[0047] Figure 2 is a sequence diagram showing an example of a first process performed by the originating telephone T0, PBX2, CTI device 3, telephone T1, and terminal device 5 according to the first embodiment.
[0048] In S201, the originating phone T0 (originating phone number "03-XXXX-YYYY") makes a call to PBX2, which is assigned the phone number "03-9999-9999".
[0049] In S202, PBX2 receives calls originating from telephone T0.
[0050] In S203, PBX2, based on exchange data 4, sends a call event to CTI device 3 indicating that the event type is "incoming call", the originating telephone number is the originating telephone T0's telephone number "03-XXXX-YYYY", and the destination is the first telephone number "201". PBX2 also executes a call with the originating telephone T0 ("03-XXXX-YYYY") as the originator and the first telephone ("201") as the destination. As a result, the first telephone corresponding to the first telephone number "201" transitions to an incoming call state.
[0051] In S204, when the CTI device 3 receives a call event from the PBX2, it generates and stores history data 6 based on the call event, where the event type is "Incoming," the status is "Absent (or Blank)" indicating that call pickup has not been performed, the originating telephone number is the originating telephone T0's telephone number "03-XXXX-YYYY," and the destination telephone number is the first telephone number "201." The CTI device 3 may also notify the terminal device 5 of a list of telephones that are candidates for call pickup and prompt the terminal device 5 to accept the operation to specify a telephone.
[0052] In S205, terminal device 5 receives a call pickup operation from the user, specifying that an incoming call to the first telephone based on a call originating telephone T0 should be answered by telephone T1, and transmits a call pickup command to CTI device 3 that includes the identification information of telephone T1 (for example, telephone number "090-AAAA-BBBB"). For example, terminal device 5 may receive from the user the selection of the first telephone number "201" and the identification information of telephone T1 "090-AAAA-BBBB" and "1000", and the call pickup command may include the selected first telephone number "201" and the selected identification information of telephone T1 "090-AAAA-BBBB" and "1000".
[0053] In S206, when the CTI device 3 receives a call pickup command from the terminal device 5, it obtains a user ID ("1000") that identifies the user of the terminal device 5, and sends a call pickup processing execution command to the PBX2 that includes the identification information "090-AAAA-BBBB" of the telephone T1 that is to be used to establish a call with the originating telephone T0.
[0054] In S207, when PBX2 receives a call pickup processing command from CTI device 3, it performs a call pickup process to change the incoming telephone from the first telephone to telephone T1 indicated by the call pickup processing command, and transitions to the incoming state for telephone T1.
[0055] In S208, PBX2 transmits processing result information regarding the execution result of the call pickup process to CTI device 3.
[0056] In S209, the CTI device 3 receives processing result information from the PBX 2, and if the processing result information indicates success, it updates the history data 6 so that, for example, the status is "Call picked up" and the user ID "1000" indicating the user of the terminal device 5 is stored as the identification information of the call pick-up executor.
[0057] In S210 and S211, when an answering operation is performed on telephone T1, a call is established between the originating telephone T0 with the telephone number "03-XXXX-YYYY" and telephone T1 with the telephone number "090-AAAA-BBBB".
[0058] Figure 3 is a sequence diagram showing an example of a second process performed by the CTI device 3 and terminal device 5 according to the first embodiment. In Figure 3, the case in which terminal device 5 displays history data 6 is explained as an example, but the same applies when any of the telephones T1 to Tn displays history data 6.
[0059] In S301, terminal device 5 receives an operation from the user to instruct the display of history data 6.
[0060] In S302, terminal device 5 transmits a command to read history data 6 to CTI device 3.
[0061] In S303, the CTI device 3 receives a command to read the history data 6 from the terminal device 5.
[0062] In S304, the CTI device 3 reads the history data 6.
[0063] In S305, the CTI device 3 transmits the history data 6 to the terminal device 5.
[0064] In S306, terminal device 5 receives history data 6 from CTI device 3.
[0065] In S307, terminal device 5 displays the history data 6.
[0066] Figure 4 is a block diagram showing an example of the configuration of the PBX2 provided in the telephone system 1 according to the first embodiment.
[0067] PBX2 comprises a storage device 7, a communication device 8, and a processing unit 9. PBX2 may be configured as a guest computer on a virtual machine.
[0068] The storage device 7 may include, for example, volatile memory and non-volatile memory. The storage device 7 stores various software 10 used in the PBX2, exchange data 4, etc. The software 10 may include programs and may also include data. The storage device 7 may be used as a non-temporary storage medium or as a temporary storage medium. The storage device 7 may be a storage device such as a hard disk drive (HDD) or a solid-state drive (SSD). The storage device 7 may include main memory, cache memory, or buffer memory.
[0069] Communication device 8 is capable of receiving various data, information, signals, commands, requests, notifications, instructions, and responses from the originating telephone T0, telephones T1 to Tn, CTI device 3, and terminal device 5, and is capable of transmitting various data, information, signals, commands, requests, notifications, instructions, and responses to the originating telephone T0, telephones T1 to Tn, CTI device 3, and terminal device 5.
[0070] The processing unit 9, for example, causes the communication device 8 to send and receive various data, information, signals, instructions, requests, notifications, instructions, and responses according to the software 10 stored in the storage device 7, and causes the storage device 7 to read and write the software 10 and exchange data 4. The processing unit 9 may be, for example, at least one processor, microcomputer, or controller. The processing unit 9 may be, for example, at least one CPU (Central Processing Unit), MPU (Micro Processing Unit), or GPU (Graphics Processing Unit), etc.
[0071] The processing unit 9 can access the CTI device 3 via the communication device 8 and operate in cooperation with the CTI device 3. Alternatively, the processing unit 9 may also access the CTI device 3 via the communication device 8 using an API, for example, and operate in cooperation with the CTI device 3. Conversely, the processing unit 9 may also receive commands from the CTI device 3 via the communication device 8 using an API. The processing unit 9 operates according to the received commands.
[0072] The software 10 is executed by the processing unit 9, thereby enabling the processing unit 9 to perform the above-mentioned S202, S203, S207, and S208. The software 10 may include, for example, an operating system and application programs.
[0073] The exchange data 4 includes information relating the telephone number "03-9999-9999" assigned to PBX2, the first telephone number "201" to which incoming calls to PBX2 will be made, and the identification information (e.g., telephone numbers) of telephones T1 to Tn that can answer incoming calls to the first telephone corresponding to the first telephone number "201".
[0074] Furthermore, if a telephone not under the control of PBX2, such as an FMC (Fixed Mobile Convergence) or a carrier-locked mobile phone, is selected by the call pickup operation and becomes the answering telephone, PBX2 does not need to manage the external telephone number for that answering telephone, for example, using exchange data 4. In this case, when the answering telephone is a telephone not under the control of PBX2, the CTI device 3 sends a command to PBX2 that includes the external telephone number of the answering telephone, and based on the command received from the CTI device 3, PBX2 changes the incoming call from the first telephone to the answering telephone corresponding to the external telephone number included in the command.
[0075] Figure 5 is a block diagram showing an example of the configuration of a CTI device 3 provided in the telephone system 1 according to the first embodiment.
[0076] The CTI device 3 comprises a storage device 11, a communication device 12, and a processing device 13.
[0077] The storage device 11 may be a device having similar properties to the storage device 7 described above. The storage device 11 stores various software 14 used in the CTI device 3, history data 6, user data 21, call pickup group data 22, etc. The user data 11 includes user IDs related to users of the terminal device 5. More specifically, the user data 11 is data that makes it possible to identify the user ID of a user of the terminal device 5 based on, for example, a call pickup command, processing result information, or session information. The call pickup group data 22 includes information on one or more telephone numbers that each user can pick up calls from.
[0078] The communication device 12 may be a device having the same properties as the communication device 8 described above. The communication device 12 is capable of receiving various data, information, signals, commands, requests, notifications, instructions, and responses from the PBX 2, telephones T1 to Tn, and terminal device 5, and is capable of transmitting various data, information, signals, commands, requests, notifications, instructions, and responses to the PBX 2, telephones T1 to Tn, and terminal device 5.
[0079] The processing unit 13 may be a device having similar properties to the processing unit 9 described above. For example, the processing unit 13 causes the communication device 12 to send and receive various data, information, signals, instructions, commands, requests, notifications, instructions, and responses according to the software 14 stored in the storage device 11, and causes the storage device 11 to read and write the software 14, history data 6, user data 21, and call pickup group data 22.
[0080] The processing unit 13 can access the PBX2, telephones T1-Tn, and terminal device 5 via the communication device 12, and can operate in cooperation with the PBX2, telephones T1-Tn, and terminal device 5. Alternatively, the processing unit 13 may access the PBX2 via the communication device 12 using an API, for example, and operate in cooperation with the PBX2. Conversely, the processing unit 13 may receive commands from the PBX2 and terminal device 5 via the communication device 12 using an API, and operate according to the received commands.
[0081] The software 14 is executed by the processing unit 13 to enable the processing unit 13 to perform the above-mentioned S204, S206, S209, and S303, S304, S305. The software 14 may include, for example, an operating system and an application program.
[0082] The history data 6 includes, for example, time information, identification information of the originating telephone T0 (e.g., telephone number "03-XXXX-YYYY"), identification information of the receiving PBX2 (e.g., telephone number "03-9999-9999"), the first telephone number "201", event type (e.g., "Incoming" or "Outgoing"), status (e.g., "Absent (or Blank)" or "Call Picked Up" + identification information of the answering user (e.g., User ID "1000")), etc. Furthermore, the history data 6 may also include caller information (e.g., the name of the company the caller belongs to, department, etc.). Note that the history data 6 does not necessarily have to include the identification information of the receiving PBX2 (e.g., telephone number "03-9999-9999").
[0083] When the processing unit 13 of the CTI device 3 receives a call event from PBX2, it generates history data 6 which includes time information, identification information of the originating telephone T0 (e.g., telephone number "03-XXXX-YYYY"), identification information of the incoming PBX2 (e.g., telephone number "03-9999-9999"), the first telephone number "201", event type "Incoming", status "Absent (or Blank)", and caller information, and stores the history data 6 in the storage device 11.
[0084] When the processing unit 13 of the CTI device 3 receives processing result information from the PBX2 indicating that the call pickup process was successful, it updates the status in the update data 6 of the storage device 11 to "Call picked up" + the user ID of the responding user "1000".
[0085] If the processing unit 13 of the CTI device 3 receives processing result information from the PBX 2 indicating that the call pickup process failed, the processing unit 13 will, for example, not change the status in the update data 6 of the storage device 11, and will leave it as "absent (or blank)," which indicates that the call pickup has not been performed.
[0086] Figure 6 is a block diagram showing an example of the configuration of a terminal device 5 that can communicate with the telephone system 1 according to the first embodiment.
[0087] Terminal device 5 comprises a storage device 15, a communication device 16, a processing device 17, a display device 18, an operating device 19, and a call device 20. Telephones T0 to Tn may also have the same configuration as terminal device 5.
[0088] The storage device 15 may be a device having the same properties as the storage device 7 described above. The storage device 15 stores various software 23 used in the terminal device 5.
[0089] The communication device 16 may be a device having the same properties as the communication device 8 described above. The communication device 16 is capable of receiving various data, information, signals, commands, requests, notifications, instructions, and responses from the PBX2 and CTI device 3, and can transmit various data, information, signals, commands, requests, notifications, instructions, and responses to the PBX2 and CTI device 3.
[0090] The processing unit 17 may be a device having similar properties to the processing unit 9 described above. For example, the processing unit 17 causes the communication device 16 to send and receive various data, information, signals, instructions, requests, notifications, instructions, and responses according to the software 23 stored in the storage device 15, and causes the storage device 15 to read and write the software 23. Furthermore, the processing unit 17 controls the display device 18, the operating device 19, and the communication device 20 according to the software 23 stored in the storage device 15.
[0091] The processing unit 17 can access the PBX2 and CTI device 3 via the communication device 16 and operate in cooperation with the PBX2 and CTI device 3. Alternatively, the processing unit 17 may access the CTI device 3 via the communication device 161 using an API, for example, and operate in cooperation with the CTI device 3. Conversely, the processing unit 17 may receive commands from the CTI device 3 via the communication device 16 using an API and operate according to the received commands.
[0092] The software 23 is executed by the processing unit 17, thereby enabling the processing unit 17 to perform the above-described steps S301, S302, S306, and S307. The software 23 may include, for example, an operating system and application programs.
[0093] The display device 18 displays, for example, the user interface of the software 23 executed by the processing device 17, and various types of data.
[0094] The operating device 19 may include a screen keyboard or touch sensor if the terminal device 5 is, for example, a smartphone or tablet, and may include a keyboard or pointing device if the terminal device 5 is, for example, a desktop terminal.
[0095] The communication device 20 is a device for making calls using the terminal device 5, and includes a microphone and speaker (not shown). The communication device 20 can be omitted depending on the usage configuration, as described above.
[0096] Figure 7 shows an example of screen transitions in the terminal device 5 according to the first embodiment.
[0097] Screen I1A is displayed on terminal device 5 when terminal device 5 is a PC. Screen I1A is displayed when terminal device 5 detects an incoming call to the first telephone for the first telephone number "201" configured on PBX2.
[0098] Screen I1B is displayed on terminal device 5 when terminal device 5 is a smartphone. Screen I1B is displayed when an incoming call is detected to the first telephone for the first telephone number "201" set on PBX2.
[0099] A user viewing screen I1A or I1B can confirm that there is an incoming call on the first telephone corresponding to the first telephone number "201" in PBX2, and can also view the caller information. To perform a call pickup operation, the user presses the "Pickup" button on screen I1A or the "Incoming Call for Pickup" button on screen I1B.
[0100] When the user presses the "Pick Up" label on screen I1A or the "Incoming Call to Pick Up" label on screen I1B, the terminal device 5 changes from screen I1A or screen I1B to screen I2. Screen I2 is a screen that allows the user to select and specify a first telephone number and identification information of the telephone T1 used to answer the incoming call (e.g., telephone number, name of the answerer, user ID of the answerer). Screen I2 displays a list of identification information (e.g., telephone number, name, or user ID) that can serve as candidates for the proxy answering telephone number (candidates for call pickup). In the first embodiment, the proxy answering telephone number selected by the user is described as, for example, the telephone number of the telephone T1.
[0101] Screen I3 is a screen displayed on terminal device 5 that indicates that the PBX2 has transitioned from a state where the first telephone for the first telephone number is receiving an incoming call to a state where the telephone T1 selected by the user is receiving an incoming call, and that the call pickup has been performed.
[0102] Figure 8 is a screen diagram showing a first example of the display of history data 6 in the terminal device 5 according to the first embodiment.
[0103] Screen I4 is an example of how the terminal device 5 displays a list of history data 6. Screen I4 can display, for example, time information included in the history data 6, identification information of the originating telephone T0, identification information of the receiving PBX2, the first telephone number, event type, status, caller information, etc. Screen I4 may also display information about the user who performed the call pickup operation.
[0104] Figure 9 is a screen diagram showing a second example of the display of history data 6 in the terminal device 5 according to the first embodiment.
[0105] Screen I5 is an example of displaying arbitrary detailed history information included in the history data 6 for terminal device 5. Screen I5 can display detailed information that cannot be fully shown in the list, such as time information, originating telephone T0 identification information, incoming PBX2 identification information, first telephone number, event type, status, and caller information included in the history data 6.
[0106] In the first embodiment described above, when PBX2 receives an incoming call from the originating telephone T0, it sends a call event to CTI device 3. When CTI device 3 receives a call event from PBX2, it stores history data 6, which includes a status indicating that the event type is "Incoming" and that call pickup has not been performed, based on the call event. Subsequently, when CTI device 3 receives processing result information from PBX2 indicating that the call pickup specified by terminal device 5 was successful, it updates the history data 6 so that the status "Call Picked Up" indicating that the call has been picked up and the identification information of the person who performed the call pickup response (user ID "1000") are stored as additional information.
[0107] By viewing the history data 6, which is cumulatively stored in the CTI device 3, the user can understand the incoming call time (when the call was received) and caller information (who made the call) for incoming calls to the PBX2. Furthermore, the user can distinguish and understand whether "the first telephone corresponding to the first telephone set up in the PBX2 received the incoming call and a call event was issued, but call pickup was not performed" or "call pickup was successfully performed, the incoming call was transferred from the first telephone to the answering telephone, and which user performed the call pickup response."
[0108] In the first embodiment, by sharing the history data 6 of the CTI device 3 among multiple users capable of performing call pickup for the same telephone number, each of the multiple users can understand the incoming call time (when the call was received) and caller information (who made the call) for incoming calls to the PBX2. Furthermore, they can distinguish and understand whether "the first telephone corresponding to the first telephone set up in the PBX2 received the incoming call and a call event was issued, but call pickup was not performed" or "call pickup was successfully performed, the incoming call was transferred from the first telephone to the answering telephone, and which user performed the call pickup response."
[0109] In the first embodiment, even when multiple terminal devices 5 are used for the telephone system 1, a user who views the history data 6 can easily, clearly, and quickly determine which terminal device 5 was used by which user to perform the call pickup operation.
[0110] As mentioned above, the first telephone may be a telephone virtually implemented in PBX2, or it may be a physically existing telephone that is connected to PBX2 in a communicative manner.
[0111] In the first embodiment, in response to an operation by the user on the terminal device 5, incoming calls to the PBX2, which has a designated representative telephone number, are routed to a first telephone corresponding to the first telephone number. Furthermore, the first telephone is routed back to telephone T1, one of the telephones T1 to Tn designated by the user by the terminal device 5, for answering. In the first embodiment, incoming calls to a representative telephone number, such as that of a company, can be answered by telephones under the PBX2, as well as by telephones not under the PBX2. The answering telephone can be any of the following: FMC, carrier mobile phone, external telephone, softphone, etc.
[0112] In the first embodiment, for example, the status of the history data 6 before the update, "Absent (or Blank)", is updated to the status of the history data 6 after the update, "Call picked up + User ID of the user who performed the call pickup operation by the terminal device 5". In this way, by including the user ID in the status of the history data 6 after the update, the data structure of the history data 6 before the update and the data structure of the history data 6 after the update can be made common, eliminating the need to define a new data structure, and allowing the first embodiment to be implemented efficiently and easily.
[0113] In the first embodiment, the responder can easily pick up an incoming call to responding telephone T0 simply by performing an answering operation for an incoming call to responding telephone T1.
[0114] In the first embodiment, in a telephone system having a call pickup function, the number of physical telephones can be reduced by assigning telephone numbers to the PBX2.
[0115] It should be noted that the present invention is not limited to the embodiments described above, and the components can be modified and implemented in practice without departing from the gist of the invention. Furthermore, various inventions can be formed by appropriately combining the multiple components disclosed in the embodiments. For example, some components may be removed from all the components shown in the embodiments. Moreover, components from different embodiments may be appropriately combined. [Explanation of symbols]
[0116] 1...Telephone system, 2...PBX, 3...CTI device, 4...Exchange data, 5...Terminal device, 6...History data, T0...Originating telephone, T1~Tn...Telephone, 21...User data, 22...Call pickup group data
Claims
1. A switch that receives an incoming call from a calling telephone and enables communication between the calling telephone and an answering telephone, which is one of several telephones, A first information processing device is able to communicate with the aforementioned exchange, and when an incoming call occurs at the exchange, it receives a call event from the exchange, stores history data in a storage device based on the call event, and accepts an operation to specify the answering telephone from among the multiple telephones. It is equipped with, When the exchange receives an incoming call from the originating telephone, it dials the incoming call from the originating telephone to a first telephone that corresponds to a first telephone number set in the exchange and is used as the destination, and transmits the call event, including the identification information of the originating telephone and the first telephone number, to the first information processing device. When the first information processing device receives the call event from the exchange, it stores the history data in the storage device, which includes the identification information of the originating telephone, the first telephone number, the event type indicating an incoming call, and a status indicating that call pickup has not been performed. When the first information processing device receives a call pickup command including the identification information of the answering telephone from the second information processing device, it transmits a call pickup processing execution command including the identification information of the answering telephone to the exchange. When the exchange receives the call pickup processing execution command, it performs a call pickup process to change the incoming telephone from the first telephone to the answering telephone indicated in the call pickup processing execution command, and transmits processing result information indicating the result of the call pickup process to the first information processing device. The first information processing device receives the processing result information from the exchange, and if the processing result information indicates success, updates the history data so that the history data includes a status indicating that the call has been picked up and user identification information indicating the user of the second information processing device who performed the call pickup. Telephone system.
2. The telephone system according to claim 1, wherein the exchange holds configuration information for causing the exchange to function as the first telephone.
3. The first information processing device transmits to the exchange the telephone number of the answering telephone that is not under the control of the exchange. The telephone system according to claim 1 or 2, wherein the exchange receives the telephone number of the answering telephone not under the control of the exchange from the first information processing device and performs the call pickup process.
4. The first information processing device acquires the user identification information used to update the history data based on the call pickup command, the processing result information, or the session information received from the second information processing device that performed user authentication. The exchange, by changing the incoming telephone from the first telephone to the answering telephone indicated by the call pickup processing execution command, puts the originating telephone and the answering telephone into a call state. When the first information processing device receives a command to display the history data from any of the plurality of telephones and the second information processing device, it reads the history data from the storage device and transmits the history data to the sender of the display command. The telephone system according to claim 1.
5. The computer of the first information processing device, which can communicate with the exchange, When a call event is received from the exchange, including the identification information of the calling telephone and a first telephone number set in the exchange, the function stores in a storage device historical data including the identification information of the calling telephone, the first telephone number, an event type indicating an incoming call, and a status indicating that call pickup has not been performed. The second information processing device has a function to receive a call pickup command including the identification information of the answering telephone, and to transmit a call pickup processing execution command including the identification information of the answering telephone to the exchange. A function to receive processing result information indicating the execution result of call pickup processing from the exchange, and when the processing result information indicates success, update the history data so that the history data includes a status indicating that the call has been picked up and user identification information indicating the user of the second information processing device who performed the call pickup. A program to achieve this.
6. A processing unit that can be linked with a switching system, A storage device accessible by the aforementioned processing unit, It is equipped with, The aforementioned processing apparatus is When a call event is received from the exchange, including the identification information of the originating telephone and a first telephone number set in the exchange, history data including the identification information of the originating telephone, the first telephone number, an event type indicating an incoming call, and a status indicating that call pickup has not been performed is stored in the storage device. When a call pickup command including the identification information of the answering telephone is received from the terminal device, a call pickup processing execution command including the identification information of the answering telephone is transmitted to the exchange. The system receives processing result information from the exchange indicating the result of the call pickup process, and if the processing result information indicates success, it updates the history data to include a status indicating that the call has been picked up and user identification information indicating the user of the terminal device that performed the call pickup. Information processing device.