Telephone Answering Management System

Abstract

In an information center system where incoming calls to multiple communication line numbers are received by operator terminal devices, this system aims to reduce the burden on operators caused by receiving multiple spam calls from a specific outgoing line number. [Solution] The telephone response management system of an information center system, which receives incoming calls to each of multiple communication line numbers on an operator terminal device, registers the originating line number of the incoming call in the spam call database after the operator terminal device determines that the incoming call is a spam call. When the telephone response management system receives an incoming call from an originating line number registered in the spam call database, it performs a display process to display incoming call information, including that the incoming call is a spam call, on the display screen of the operator terminal device, and a transfer process to transfer the response to the incoming call to an automated response announcement.

Description

Technical Field

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[0001] The present disclosure relates to a telephone response management system for an information center system having a plurality of communication line numbers.

Background Art

[0002] Patent Document 1 discloses a technology related to an incoming call management system that prevents nuisance calls from unknown telephone numbers. In this technology, a plurality of terminal devices connected to individual telephones and a management server are connected to each other via a communication network. Mainly, registering the telephone number of the caller, which is a nuisance call, in the management server, and when a reception request signal is sent from another telephone to the telephone to which the terminal device is connected, it is possible to determine whether or not to accept an incoming call to the telephone based on the telephone number registered in the management server.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] An information center system that manages and utilizes data of equipment such as elevators and air conditioners installed within a jurisdiction area, and conducts inquiries from customers, emergency responses during failures, remote monitoring of equipment, etc., has a plurality of communication line numbers for operators to make calls to external parties such as customers. The plurality of communication line numbers are often consecutive numbers, such as when the numbers have different endings. Nuisance calls from a specific outgoing line number may continuously come in for these plurality of communication line numbers. In this case, the operator needs to respond to nuisance calls from the same caller multiple times, and there is a risk that the increased response burden may interfere with the work.

[0005] This disclosure was made to solve the problems described above, and aims to provide a telephone answering management system that can reduce the burden on operators in an information center system that receives incoming calls to each of multiple communication line numbers on an operator terminal device, by reducing the burden on operators from having to answer nuisance calls from a specific outgoing line number multiple times. [Means for solving the problem]

[0006] This disclosure relates to a telephone answering management system for an information center system that receives incoming calls to each of multiple communication line numbers using an operator terminal device, comprising: a registration processing unit that, upon receiving a determination that the type of incoming call received by the operator terminal device is a nuisance call that should be rejected, registers the originating line number of the incoming call in a nuisance call database; a display processing unit that, when an incoming call is received from an originating line number registered in the nuisance call database, displays incoming call information, including that the type of incoming call is a nuisance call, on the screen of the display device of the operator terminal device; and a transfer processing unit that transfers the response to the incoming call to an automated response announcement. [Effects of the Invention]

[0007] According to the technology disclosed herein, upon receiving an incoming call from an operator terminal device and determining that it is a spam call that should be rejected, the originating line number of the incoming call is registered in the spam call database. When an incoming call is received from an originating line number registered in the spam call database, the operator terminal device's display shows that the incoming call is a spam call, and the call is forwarded to an automated response announcement. This reduces the burden on operators from having to answer spam calls from specific originating line numbers multiple times. [Brief explanation of the drawing]

[0008] [Figure 1] This is a schematic diagram of the telephone answering management system according to an embodiment. [Figure 2]This is a functional block diagram showing the functions implemented by the control device. [Figure 3] This figure shows an example of how an operator's display shows a call received from an outgoing line number not registered in the spam call database. [Figure 4] This figure shows an example of how an operator's display shows a call received from a caller ID number registered in the spam call database. [Figure 5] This flowchart shows the registration process routine executed in the control device of the telephone answering management system according to the embodiment. [Figure 6] This flowchart shows the response processing routine executed in the control device of the telephone response management system according to the embodiment. [Figure 7] This figure shows a modified example of hardware resources in a control device. [Modes for carrying out the invention]

[0009] The embodiments will be described below with reference to the drawings. In each drawing, elements common to all parts are denoted by the same reference numerals, and redundant explanations are omitted.

[0010] Embodiment. 1. Outline configuration of the telephone answering management system according to the embodiment Figure 1 is a schematic diagram of the telephone answering management system according to the embodiment. The telephone answering management system 10 according to the embodiment is a system that manages operations related to telephone answering performed in the information center system. The information center system is a system that manages and utilizes data of equipment such as elevators and air conditioners installed in its jurisdiction area, and performs tasks such as responding to customer inquiries, emergency response in case of malfunctions, and remote monitoring of equipment. The information center system has multiple communication line numbers for making calls to an external outgoing terminal 40 via telephone lines.

[0011] The telephone answering management system 10 includes a control device 12, one or more operator terminal devices 20, and a nuisance call database 14.

[0012] The control device 12 is responsible for operations related to telephone answering within the system operation of the information center system. The control device 12 comprises a processor 30 and a memory 32. The processor 30 executes various processes. The processor 30 is, for example, a microcomputer. Various programs and data are stored in the memory 32. Examples of memory 32 include volatile memory and non-volatile memory. The various functions of the control device 12 are realized by the execution of various programs by the processor 30. The functions of the control device 12 will be explained later.

[0013] One or more operator terminal devices 20 are terminal devices operated by operators. Each operator terminal device 20 is equipped with a display device 22 that displays information. Each operator terminal device 20 receives incoming calls to multiple communication line numbers of the information center system.

[0014] The Spam Call DB14 is a database that stores data on the originating line numbers of callers that have been determined by the operator to be spam calls that should be rejected. The Spam Call DB14 is also called the "Spam Call Database". The Spam Call DB14 may be configured as part of the control device 12, or it may be installed on a remote server that is capable of communication.

[0015] 2. Functions of the control device 12 Figure 2 is a functional block diagram showing the functions implemented by the control device. As shown in this figure, the control device 12 includes a registration processing unit 120 and a response processing unit 122 as functional blocks that perform various processes. The processes performed by these functional blocks will be described below.

[0016] 2-1. Registration Processing Unit 120 The registration processing unit 120 is a functional block for executing a process of registering the calling line number determined to be a nuisance call by an operator in the nuisance call DB. This process is hereinafter referred to as "registration process". FIG. 3 is a diagram showing a display example of the display device of an operator who has received an incoming call from a calling line number not registered in the nuisance call DB. As shown in this figure, on the display device 22 of the operator who has received the incoming call, a nuisance call registration button 220 for inputting to the system the determination result that the call is a nuisance call is displayed. In the registration process, when the nuisance call registration button 220 is pressed by the operator, the registration processing unit 120 registers the calling line number of the call in the nuisance call DB 14. Note that the nuisance call registration button 220 shown in FIG. 3 is an example of means for an operator to input to the system the determination result that the call is a nuisance call.

[0017] 2-2. Response processing unit 122 When the incoming calling line number matches the calling line number registered in the nuisance call DB, the response processing unit 122 is a functional block for executing a process of displaying, on the display device 22 of the operator terminal device 20, incoming call information including that the call type of the incoming call is a "nuisance call". This process is hereinafter referred to as "display process". Further, when the incoming calling line number matches the calling line number registered in the nuisance call DB and when a transfer instruction is received from the operator, the response processing unit 122 executes a process of transferring the response to the incoming call to a response by an automatic response announcement. This process is hereinafter referred to as "transfer process". The automatic response announcement here is exemplified by an announcement such as "Due to current congestion, please call again later".

[0018] FIG. 4 is a diagram showing an example of a display on a display device of an operator who has received an incoming call from an outgoing line number registered in the nuisance call DB. In the example shown in this figure, on the display device 22 of the operator who has received the incoming call, there are displayed a nuisance call display 222 for notifying the operator that the type of the incoming call is a nuisance call, and a transfer button 224 for transferring the response to the automatic response announcement. In the transfer process, when the transfer button 224 is pressed by the operator who has started the call, the response processing unit 122 transfers the response to the incoming call to the response by the automatic response announcement. Note that the nuisance call display 222 shown in FIG. 4 is an example, and there is no limitation on the display form. Also, the transfer button 224 shown in FIG. 4 is an example of a means for inputting a transfer instruction to the system.

[0019] According to such a telephone response management system 10, for the first nuisance call, the outgoing line number of the call is registered in the nuisance call DB 14, and for the second and subsequent nuisance calls, the operator can be notified that it is a nuisance call. Thereby, the operator can make a determination to transfer the call to the response by the automatic response announcement at an early stage, so that the burden on the operator due to nuisance calls can be reduced.

[0020] 3. Specific processing executed in the telephone response management system of the embodiment Next, referring to the flowchart, the specific processing executed in the control device 12 of the telephone response management system 10 will be described. FIG. 5 is a flowchart showing a registration processing routine executed in the control device of the telephone response management system according to the embodiment. The routine shown in FIG. 5 is executed when there is an incoming call from outside for any of a plurality of communication line numbers.

[0021] In step S100 of the flowchart shown in FIG. 5, it is determined whether the incoming call outgoing line number is registered in the nuisance call DB 14. As a result, if the determination is affirmed, it is determined that the registration of the outgoing line number is unnecessary, and the processing of this routine ends. On the other hand, if the determination is not affirmed, the processing proceeds to step S102.

[0022] In step S102, it is determined whether the incoming call is a spam call. Here, it is determined whether the spam call registration button 220 displayed on the display device 22 was pressed on the operator terminal device 20 of the operator who received the incoming call and started the call. If the determination is not successful, it is determined that registration of the outgoing line number is unnecessary, and the processing of this routine ends. On the other hand, if the determination is successful, the process proceeds to step S104.

[0023] In step S104, the originating line number of the incoming call is registered in the spam call database 14. Once the processing in step S104 is complete, the processing of this routine is terminated.

[0024] Next, with reference to the flowchart, we will describe the specific processes executed in the control device 12 of the telephone answering management system 10. Figure 6 is a flowchart of the response processing routine executed in the control device of the telephone answering management system according to the embodiment. The routine shown in Figure 6 is executed when an incoming call is received from an external source to any of the multiple communication line numbers.

[0025] In step S110 of the flowchart shown in Figure 6, it is determined whether the incoming call originating line number is registered in the spam call DB14. If the determination is successful, the incoming call to that originating line number is determined to be a spam call for the second time or later, and the process proceeds to step S112.

[0026] In step S112, incoming call information, including that the incoming call is a spam call, is displayed on the display device 22 of the operator terminal device 20. Once the processing in step S112 is complete, the process proceeds to step S114.

[0027] On the other hand, if the determination is not found to be valid in step S110, the incoming call to the said outgoing line number is determined not to be a second or subsequent spam call, and the process proceeds to step S114.

[0028] In step S114, it is determined whether there is an instruction to transfer to an automated response announcement. Here, it is determined whether the transfer button 224 displayed on the display device 22 was pressed on the operator terminal device 20 of the operator who received the incoming call and started the call. If the determination is not successful, the processing of this routine is terminated. On the other hand, if the determination is successful, the process proceeds to step S116.

[0029] In step S116, the incoming call is forwarded to an automated response announcement. Once the processing in step S116 is complete, the processing of this routine is terminated.

[0030] 4. Variations The telephone answering management system 10 of this embodiment may employ the following modified forms.

[0031] 4-1. Hardware configuration of control unit 12 Figure 7 shows a modified example of hardware resources in the control device 12. In the example shown in Figure 7, the control device 12 includes, for example, a processor 30, memory 32, and a processing circuit 38 including dedicated hardware 36. Figure 7 shows an example in which some of the functions of the control device 12 are realized by the dedicated hardware 36. All of the functions of the control device 12 may also be realized by the dedicated hardware 36. The dedicated hardware 36 can be a single circuit, a composite circuit, a programmed processor, a parallel programmed processor, an ASIC, an FPGA, or a combination thereof.

[0032] 4-2. Recording Process The control device 12 may be configured to perform a recording process to record the incoming call history when it receives an incoming call from an outgoing line number registered in the spam call DB 14. In this case, the control device 12 only needs to be configured to perform the recording process at the timing of step S112 of the routine shown in Figure 6. Such a recording process allows for retrospective analysis and utilization of the spam call history.

[0033] 4-3. Registration and notification of the voice type of nuisance calls There are two types of voice prompts for spam calls: automated voice prompts that are answered without a human operator, and human voice prompts that are answered by a human operator. If operators are notified of the voice prompt type of spam calls, they can use this information to decide how to handle the calls.

[0034] Therefore, the control device 12 may, in the registration process, register the call voice type of the nuisance call in the nuisance call DB 14, associating it with the originating line number. For example, the control device 12 distinguishes between a nuisance call registration button 220 for nuisance calls made via automated voice calls and a nuisance call registration button for nuisance calls made via human voice calls, displays them on the display device 22, and registers the call voice type corresponding to the button selected by the operator, associating it with the originating line number. Then, in the display process for subsequent nuisance calls, the control device 12 may display on the display device 22 of the operator terminal device 20 that the incoming call is a "nuisance call" and also display the call voice type.

[0035] Furthermore, in the call forwarding process, the control device 12 may be configured to automatically perform call forwarding when it receives an incoming call from an outgoing line number registered in the spam call DB 14 whose call type is an automated voice call. Such processing makes it possible to further reduce the burden on operators to respond to spam calls made by automated voice calls, for which there is little need for human intervention.

[0036] The call voice type may be determined by the control device 12. For example, the registration processing unit 120 of the control device 12 analyzes the content of incoming calls received by the operator terminal device 20 to determine the call voice type. This process is hereinafter referred to as the "determination process". Then, in the registration process, the registration processing unit 120 associates the call voice type determined by the determination process with the originating line number and registers it in the spam call DB 14. With this process, it becomes unnecessary for the operator to determine the call voice type, further reducing the burden on the operator.

[0037] 5. Others Although preferred embodiments have been described in detail above, this disclosure is not limited to the embodiments described above, and various modifications and substitutions can be made to the embodiments described above without departing from the scope of the claims.

[0038] The various aspects of this disclosure are summarized below as an appendix.

[0039] (Note 1) A telephone answering management system for an information center system that receives incoming calls to each of multiple communication line numbers using an operator terminal device, Upon receiving a determination from the operator terminal device that the type of incoming call is a spam call that should be rejected, a registration processing unit registers the originating line number of the caller in the spam call database. When an incoming call is received from a caller ID number registered in the aforementioned spam call database, A display process that displays incoming call information, including that the type of incoming call is a spam call, on the screen of the display device of the operator terminal device, A transfer process that forwards the response to the incoming call to an automated response announcement, A response processing unit that performs the following: A telephone answering management system equipped with the following features. (Note 2) The aforementioned registration processing unit The operator terminal device registers the call type, whether it is an automated voice call or a human voice call, in association with the outgoing line number. A telephone answering management system as described in Appendix 1, configured as follows. (Note 3) The response processing unit, in the display processing, The incoming call information, which further includes the aforementioned call voice type, is displayed on the screen of the display device. A telephone answering management system as described in Appendix 2, configured as follows. (Note 4) The response processing unit, in the transfer process, When the operator terminal receives a call forwarding instruction from the caller ID number registered in the Spam Call Database, the response to the call is forwarded to the automated response announcement. A telephone answering management system as described in any one of the appendices 1 to 3, configured as follows: (Note 5) The response processing unit, in the transfer process, When an incoming call is received from an outgoing line number registered in the aforementioned spam call database whose call type is an automated voice call, the response to that incoming call is automatically forwarded to an automated voice response announcement. A telephone answering management system as described in Appendix 2 or Appendix 3, configured as follows. (Note 6) The registration processing unit analyzes the incoming call received by the operator terminal device and performs a determination process to determine the call voice type. A telephone answering management system as described in Appendix 2 or Appendix 3, configured as follows. (Note 7) The response processing unit, A telephone answering management system according to any one of the appendices 1 to 6, which is configured to further perform a recording process to record the incoming call history when it receives an incoming call from an outgoing line number registered in the aforementioned spam call database. [Explanation of Symbols]

[0040] 10 Telephone answering management system, 12 Control unit, 14 Spam call database, 20 Operator terminal device, 22 Display device, 30 Processor, 32 Memory, 36 Dedicated hardware, 38 Processing circuit, 40 Outgoing terminal, 120 Registration processing unit, 122 Answering processing unit, 220 Spam call registration button, 222 Spam call display, 224 Transfer button

Claims

1. A telephone answering management system for an information center system that receives incoming calls to each of multiple communication line numbers using an operator terminal device, Upon receiving a determination from the operator terminal device that the type of incoming call is a spam call that should be rejected, a registration processing unit registers the originating line number of the caller in the spam call database. When an incoming call is received from a caller ID number registered in the aforementioned spam call database, A display process that displays incoming call information, including that the type of incoming call is a spam call, on the screen of the display device of the operator terminal device, A transfer process that forwards the response to the incoming call to an automated response announcement, A response processing unit that performs the following: A telephone answering management system equipped with the following features.

2. The aforementioned registration processing unit The operator terminal device registers the call type, whether it is an automated voice call or a human voice call, in association with the outgoing line number. A telephone answering management system according to claim 1, configured as follows.

3. The response processing unit, in the display processing, The incoming call information, which further includes the aforementioned call voice type, is displayed on the screen of the display device. The telephone answering management system according to claim 2, configured as follows.

4. The response processing unit, in the transfer process, When the operator terminal receives a call forwarding instruction from the caller ID number registered in the aforementioned nuisance call database, the response to the call is forwarded to the automated response announcement. A telephone answering management system according to any one of claims 1 to 3, configured as described above.

5. The response processing unit, in the transfer process, When an incoming call is received from an outgoing line number registered in the aforementioned spam call database whose call type is an automated voice call, the response to that incoming call is automatically forwarded to an automated voice response announcement. A telephone answering management system according to claim 2 or claim 3, configured as described above.

6. The registration processing unit analyzes the incoming call received by the operator terminal device and performs a determination process to determine the call voice type. A telephone answering management system according to claim 2 or claim 3, configured as described above.

7. The response processing unit, The telephone answering management system according to claim 1, further configured to record the call history when it receives an incoming call from an outgoing line number registered in the aforementioned spam call database.

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