Information processing device, telephone system, extension number specifying method and program

Abstract

To flexibly change a terminal to be ringed according to the state of a caller.SOLUTION: An information processing device includes a receiving unit that receives identification information for identifying a caller from a telephone exchange, an extension number identification unit that identifies an extension number to respond to a call from the caller on the basis of information indicating the state of the caller identified by the identification information, and a transmitting unit that transmits information indicating the identified extension number to the telephone exchange.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to an information processing device, a telephone system, an extension number specifying method, and a program. [Background technology]

[0002] There is known technology that, when an incoming call is made to a main number of a company, department, etc., selectively rings one or more terminals of the extension numbers associated with the main number, depending on the location of each terminal (for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2011-114476 A Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the above conventional technology, it was not possible to flexibly change the terminal to be ringed depending on the status of the caller. For example, when a customer calls the main number of a company, if the terminal to be ringed cannot be changed depending on the customer's status, there is a risk that an inappropriate terminal will be ringed, such as the terminal of a sales representative (a person in charge of introducing new products) being ringed in response to a call from a customer who has already decided to purchase a product.

[0005] The disclosed technology has an object to flexibly change the terminal to be sounded depending on the status of the caller. [Means for solving the problem]

[0006] The disclosed technology is an information processing device that includes a receiving unit that receives identification information for identifying the caller from a telephone exchange, an extension number identification unit that identifies the extension number that should respond to a call from the caller based on information indicating the status of the caller identified by the identification information, and a transmitting unit that transmits information indicating the identified extension number to the telephone exchange. Effect of the Invention

[0007] The device that will be alerted can be flexibly changed depending on the status of the caller. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of an overall configuration of a telephone system. [Diagram 2] 2 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to the first embodiment; [Diagram 3] FIG. 11 is a diagram showing an example of extension number information. [Figure 4] FIG. 4 is a diagram showing an example of customer information. [Diagram 5] FIG. 13 is a diagram showing an example of person in charge / customer status correspondence information. [Figure 6] FIG. 4 is a sequence diagram illustrating an example of a flow of a call connection control process according to the first embodiment. [Figure 7] FIG. 11 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to a second embodiment. [Figure 8] FIG. 11 is a diagram illustrating an example of connection availability information. [Figure 9] FIG. 11 is a sequence diagram illustrating an example of a flow of a call connection control process according to the second embodiment. [Figure 10] FIG. 11 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to a third embodiment. [Figure 11] FIG. 11 is a sequence diagram illustrating an example of a flow of a call connection control process according to the third embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, an embodiment of the present invention (the present embodiment) will be described with reference to the drawings. The embodiment described below is merely an example, and the embodiment to which the present invention is applied is not limited to the following embodiment. In this embodiment, a telephone system will be described that changes the terminal of the person in charge who is to be notified depending on the status of the customer when a call is made from a customer to the main number of a company.

[0010] A main number is a phone number that is designated as the representative number when there are two or more phone numbers (external lines) for an organization such as a company or department. A staff member is a person who is engaged in work that requires answering calls from customers to the main number, such as a sales representative or a person in charge of product inquiries.

[0011] (Overall configuration of telephone system) Fig. 1 is a diagram showing an example of the overall configuration of a telephone system. As shown in Fig. 1, the telephone system 1 according to the present embodiment includes a PBX 10, an information processing device 20, a customer terminal 30, and a person in charge terminal 40. The PBX 10, the information processing device 20, the customer terminal 30, and the person in charge terminal 40 are connected to each other so as to be able to communicate with each other via a communication network 50 including the Internet, a public line network, and the like.

[0012] The PBX 10 is, for example, a cloud-based PBX (Private Branch eXchange), and is a telephone exchange that performs various types of call control. For example, when a call is received at each main number, the PBX 10 determines the extension number to ring and transmits a call connection request to the responsible terminal 40 of the determined extension number. This causes the responsible terminal 40 to ring. Here, the PBX 10 requests the information processing device 20 to determine the extension number, and determines the extension number that is responded to as the one to ring. Note that ringing refers to notifying the responsible person using the responsible terminal 40 of the incoming call by sound, vibration, blinking light, music, display of symbols / character strings, or a combination thereof.

[0013] The information processing device 20 is a device that stores information indicating the status of the customer who is the call originator. When the information processing device 20 receives a request to transmit an extension number from the PBX 10, the information processing device 20 determines an extension number based on the information indicating the customer's status and transmits information indicating the determined extension number to the PBX 10.

[0014] The customer terminal 30 is a general term for terminals used by multiple customers. Hereinafter, when distinguishing between the terminals, they will be referred to as a first customer terminal 30a, a second customer terminal 30b, etc. The customer terminal 30 is equipped with a telephone function such as a smartphone.

[0015] The responsible terminal 40 is a general term for terminals used by company personnel. Hereinafter, when distinguishing between the individual terminals, they will be referred to as the first responsible terminal 40a, the second responsible terminal 40b, and so on. The responsible terminal 40 is equipped with telephone functions such as a smartphone, and is assigned a unique extension number within a certain organization such as a company or department, and is capable of responding to call connection requests addressed to the assigned extension number. The responsible terminal 40 is a smartphone used by a so-called "smartphone extension service" or the like.

[0016] The customer terminal 30 and the person in charge terminal 40 are not limited to smartphones, and may be, for example, a tablet terminal equipped with a telephone function, a wearable device, a PC (personal computer), or the like.

[0017] In the following, examples 1, 2, and 3 will be described as the present embodiment.

[0018] Example 1 First, a description will be given of embodiment 1. In embodiment 1, an example will be shown in which an extension number is determined for an incoming call to a main number depending on the status of a customer who is a call source.

[0019] (Functional configuration of each device) 2 is a diagram illustrating an example of a functional configuration of the PBX and the information processing device according to the embodiment 1. The PBX 10 includes a call connection control unit 11 and an extension number acquisition unit 12.

[0020] The call connection control unit 11 receives a call connection request in which a main number is specified as the destination (hereinafter, also referred to as a first call connection request). When the extension number acquisition unit 12 acquires the extension number of the responsible terminal 40 to be caused to ring in response to the first call connection request, the call connection control unit 11 transmits a call connection request (hereinafter, also referred to as a second call connection request) requesting a connection with the originating customer terminal 30 to the responsible terminal 40 identified by the acquired extension number. Furthermore, when there is a response to the second call connection request, the call connection control unit 11 establishes a call connection between the responsible terminal 40 that responded and the originating customer terminal 30.

[0021] When an incoming call accompanied by a caller ID is received from the caller, the call connection control unit 11 passes information indicating the notified caller ID to the extension number acquisition unit 12. The caller ID is used as an identifier for identifying a customer (hereinafter, also referred to as a customer number). The call connection control unit 11 is realized by a process in which one or more programs installed in the PBX 10 are executed by an arithmetic device such as a processor.

[0022] The extension number acquisition unit 12 acquires an extension number for making a second call connection request. Specifically, the extension number acquisition unit 12 transmits a request to specify an extension number (hereinafter also referred to as an extension number specification request) together with information indicating a caller number to the information processing device 20, and acquires information indicating the extension number as a response. The extension number acquisition unit 12 is realized by an arithmetic device such as a processor executing processes defined in one or more programs installed in the PBX 10 to control the communication device.

[0023] The information processing device 20 includes a receiving unit 21, an extension number identifying unit 22, a storage unit 23, and a transmitting unit 24.

[0024] The receiving unit 21 receives an extension number identification request from the PBX 10. When the receiving unit 21 receives the extension number identification request, the extension number identification unit 22 identifies the extension number based on information indicating the caller number. The extension number identification unit 22 identifies the extension number by referring to the extension number information 901, customer information 902, and person in charge / customer status correspondence information 903 stored in the storage unit 23. The extension number identification unit 22 is realized by a process in which one or more programs installed in the information processing device 20 are executed by an arithmetic device such as a processor.

[0025] The storage unit 23 stores various information, specifically, extension number information 901, customer information 902, and person in charge / customer status correspondence information 903. Specific examples of the various information will be described later. The storage unit 23 is realized by an arithmetic device such as a processor executing processes defined in one or more programs installed in the information processing device 20 and controlling various storage devices.

[0026] The transmitting unit 24 transmits information indicating the extension number identified by the extension number identifying unit 22 to the PBX 10 .

[0027] The receiving unit 21 and the transmitting unit 24 are realized by an arithmetic device such as a processor executing processes defined in one or more programs installed in the information processing device 20 and controlling the communication device.

[0028] (Specific examples of various types of information) Next, various types of information handled in the first embodiment will be described.

[0029] 3 is a diagram showing an example of extension number information 901. The extension number information 901 is information indicating the extension number for each person in charge, and includes items such as the extension number, the person in charge name, the team in charge, and the priority level within the team.

[0030] The value of the item "extension number" is the extension number of the person in charge terminal 40 used by each person in charge.

[0031] The value of the item "person in charge" is the name of each person in charge.

[0032] The value of the item "Team in charge" is the name of the team to which each person in charge belongs. Each person in charge belongs to one of the teams classified according to their role. Note that although an example in which each person in charge belongs to one team is shown here, each person in charge may belong to multiple teams.

[0033] The value of the item "team priority" is the priority of each person in the team. The extension number is identified according to this priority.

[0034] 4 is a diagram showing an example of customer information 902. Customer information 902 is information about a customer, and includes items such as a customer number, a customer status, and a designated person in charge name.

[0035] The value of the "Customer Number" item is the telephone number of each customer. The value of the "Customer Number" item functions as an identifier to identify the customer, and is notified as the caller ID when a call is made to the company's main number. Note that the "Customer Number" does not have to be a telephone number as long as it can identify the customer.

[0036] The value of the item "customer status" indicates the state of each customer. The possible values ​​of the item "customer status" are predefined, such as "new customer" or "already purchased product", and are updated as needed according to the purchasing behavior of the customer.

[0037] The value of the item "designated person in charge" is the name of the person in charge designated by each customer, or the name of the person in charge designated by the customer. When a call is received from a customer for which a value is specified in the item "designated person in charge", the extension number of the person in charge whose name is specified in the value of the item "designated person in charge" is called, regardless of the customer's status.

[0038] 5 is a diagram showing an example of the person in charge / customer status correspondence information. The person in charge / customer status correspondence information 903 is information that specifies the correspondence between the customer's status and the person in charge's team. The person in charge / customer status correspondence information 903 includes items such as customer status, person in charge team, and priority.

[0039] The value of the item “customer status” is a value corresponding to the item “customer status” of customer information 902 .

[0040] The value of the item "Responsible Team" is a value corresponding to the item "Responsible Team" of the extension number information 901, and is a value assigned to each "Customer Status." For example, the value "New Customer" of the item "Customer Status" is associated with the value "Salesperson (Product Introduction)" of the item "Responsible Team." These associations are set in advance, taking into consideration which responsible team is appropriate to handle the customer depending on the customer's condition.

[0041] The value of the item "priority" indicates which team is given priority when multiple values ​​of the item "responsibility team" correspond to the value of the item "customer status".

[0042] (Operational Overview of Telephone System 1) Next, a description will be given of the operation of the telephone system 1. Fig. 6 is a sequence diagram illustrating an example of the flow of a call connection control process according to the first embodiment.

[0043] As a pre-processing of the call connection control process, each of the responsible terminals 40 (the first responsible terminal 40a, the second responsible terminal 40b, etc.) requests the information processing device 20 to perform a process of registering a responsible person (steps S101 and S102). For example, each responsible terminal 40 displays a screen for registering a responsible person generated by the information processing device 20, receives input of information such as the responsible person's name and extension number from each responsible person, and transmits the information to the information processing device 20. The information processing device 20 stores the input information in the storage unit 23 as extension number information 901. Note that each responsible person does not have to register by himself / herself, and for example, the administrator of each responsible person may register all at once.

[0044] Furthermore, each customer terminal 30 (first customer terminal 30a, second customer terminal 30b, etc.) requests the information processing device 20 to perform a process of registering the customer status (steps S103 and S104). For example, each customer terminal 30 displays a screen for purchasing a product generated by the information processing device 20, and upon receiving an operation such as purchasing a product from each customer, transmits information indicating the operation content to the information processing device 20. The information processing device 20 updates the value of the item "customer status" of the customer information 902 based on the received information. Note that the information processing device 20 does not have to update the value of the item "customer status" in response to a request from the customer terminal 30, and may update the value in response to a request from the responsible terminal 40 or in conjunction with a product purchasing system, etc., for example.

[0045] The following describes the main process of the call connection control process, on the assumption that the extension number information 901 and the customer information 902 have been stored in the storage unit 23 through pre-processing. It is assumed that the person in charge / customer status correspondence information 903 has been set in the design stage of the telephone system 1.

[0046] The call connection control unit 11 of the PBX 10 receives a call connection request from a customer terminal 30 (e.g., the second customer terminal 30b) by an incoming call to the main number (step S201). The call connection control unit 11 identifies the caller number, i.e., the customer number, based on the caller number notification from the second customer terminal 30b.

[0047] The extension number acquisition unit 12 transmits an extension number identification request including information indicating a customer number to the information processing device 20 (step S202). The receiving unit 21 of the information processing device 20 receives the extension number identification request. The extension number identification unit 22 identifies an extension number based on the information indicating the customer number included in the extension number identification request (step S203).

[0048] Specifically, the extension number identification unit 22 refers to the customer information 902 and determines whether or not a value is set in the item "designated person in charge name" of the customer corresponding to the customer number.

[0049] Then, when the extension number identification unit 22 determines that a value is set in the item "designated person in charge name", it identifies the extension number of the person in charge corresponding to the set value from the extension number information 901. For example, in the case of a customer with customer number "090222223" shown in Fig. 4, the extension number identification unit 22 determines that the designated person in charge name "A" is set, and identifies the extension number "0001" of the person in charge name "A" shown in Fig. 3.

[0050] Furthermore, when the extension number identification unit 22 determines that no value is set in the item "designated person in charge name", it refers to customer information 902 to identify the value of the item "customer status" of the relevant customer. For example, in the case of a customer with customer number "090222224" shown in Fig. 4, the extension number identification unit 22 determines that no value is set in the item "designated person in charge name", and identifies the value of the item "customer status" as "unregistered". Note that, when there is a customer number that is not registered in customer information 902, the extension number identification unit 22 may identify it as "unregistered".

[0051] Then, the extension number identification unit 22 identifies the highest priority value among the values ​​of the item "responsible team" corresponding to the identified value of the item "customer status" from the staff / customer status correspondence information 903. For example, the extension number identification unit 22 identifies "support staff (fee explanation)" which has the highest priority among "support staff (fee explanation)" and "support staff (function explanation)" which are the values ​​of the item "responsible team" corresponding to the customer status "not registered" shown in Fig. 5.

[0052] Next, the extension number identification unit 22 identifies the extension number of the person with the highest priority within the team among the people who belong to the identified team. For example, the extension number identification unit 22 identifies the extension number "0003" of the person "C" who has the highest priority within the team among the people "C" and "D" who belong to the team "Support (Explanation of Fees)" shown in FIG. 3.

[0053] 6, the transmission unit 24 transmits extension number information indicating the identified extension number to the PBX 10 (step S204). The extension number acquisition unit 12 of the PBX 10 passes the acquired extension number information to the call connection control unit 11.

[0054] The call connection control unit 11 of the PBX 10 transmits a call connection request (second call connection request) to the terminal in charge of the extension number indicated in the extension number information acquired by the extension number acquisition unit 12 (eg, the second terminal 40b) (step S205).

[0055] According to the telephone system 1 of the first embodiment, an incoming call to a main number of a company can be connected to a terminal used by a person in charge according to the status of the calling customer. This allows customers to avoid being passed around from one call to another, improving customer satisfaction. Also, for companies, it allows them to avoid the unnecessary trouble of transferring calls.

[0056] Example 2 Next, a description will be given of Example 2. Example 2 shows an example in which an extension number is determined for an incoming call to a main number depending on the status of the calling customer, and the PBX 10 determines whether or not a connection can be made to the extension number. In the following description of Example 2, differences from Example 1 will be mainly described, and components having the same functional configuration as Example 1 will be given the same reference numerals as those used in the description of Example 1, and descriptions thereof will be omitted.

[0057] 7 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to the embodiment 2. The PBX 10 according to the embodiment 2 has a configuration in which a connection availability determination unit 13 and a storage unit 14 are added to the PBX 10 according to the embodiment 1.

[0058] The connection permission determination unit 13 refers to the connection permission information 904 stored in the storage unit 14 and determines whether or not a connection can be made to each of the responsible terminals 40. The connection permission means whether or not a connection can be made to the responsible terminal 40, and is updated as needed according to the schedule, business status, etc. of each responsible person. The connection permission determination unit 13 is realized by a process in which one or more programs installed in the PBX 10 are executed by an arithmetic device such as a processor.

[0059] The storage unit 14 stores various information, specifically, connection availability information 904. The connection availability information 904 is information that is updated from time to time by collecting information indicating the schedule, business status, etc. of each person in charge, and indicates whether or not connection is possible to each person in charge terminal 40. The storage unit 14 is realized by an arithmetic device such as a processor executing processes defined in one or more programs installed in the PBX 10 and controlling various storage devices.

[0060] In addition, when the receiving unit 21 receives a notification from the PBX 10 that a connection cannot be made to the identified extension number, the extension number identification unit 22 of the information processing device 20 of Example 2 excludes the identified extension number and identifies an extension number that should respond to a call from a customer.

[0061] 8 is a diagram showing an example of connection availability information 904. The connection availability information 904 includes items such as an extension number and connection availability.

[0062] The value of the item "extension number" corresponds to the value of the item "extension number" of the extension number information 901, and is the number used to call each responsible terminal 40.

[0063] The value of the item "Connection Possible" indicates whether or not a connection to the extension number is possible.

[0064] FIG. 9 is a sequence diagram of an example of a flow of a call connection control process according to the second embodiment.

[0065] In the call connection control process of the second embodiment, when the extension number acquisition unit 12 of the PBX 10 acquires the extension number information in step S204 of this process, the connection feasibility determination unit 13 refers to the connection feasibility information 904 and determines whether or not a connection can be made to the extension number indicated by the acquired extension number information (step S301).

[0066] When the connection feasibility determination unit 13 determines that the connection is possible (for example, when the value of the item "Connection feasibility" is "Connection possible", such as the extension number "0002" in the case of Figure 8), the call connection control unit 11 sends a call connection request to the terminal 40 responsible for that extension number (for example, the second responsible terminal 40b) (step S302).

[0067] Also, if the connection permission determination unit 13 determines that the connection is not possible (for example, when the value of the item "Connection permission" is "Connection not possible" like the extension number "0001" in the case of FIG. 8), the extension number acquisition unit 12 again transmits an extension number identification request to the information processing device 20 (step S303). Here, the extension number acquisition unit 12 transmits a notification that the connection is not possible to the extension number identified in the extension number identification request.

[0068] When the receiving unit 21 of the information processing device 20 receives a notification that the extension number cannot be connected to the identified extension number, the extension number identifying unit 22 identifies the extension number again (step S304). Here, the extension number identifying unit 22 excludes the extension number identified in step S203 and identifies the extension number with the highest priority. For this reason, the extension number identifying unit 22 stores the history of the identified extension numbers in the storage unit 23.

[0069] Specifically, for example, if the extension number identification unit 22 identifies the extension number specified in the item "designated person in charge name" of the customer information 902 in step S203, then in step S304, it assumes that the item "designated person in charge name" is not set, and executes a process of identifying an extension number according to the customer status.

[0070] In addition, if multiple people are identified as the responsible team in step S203, the extension number identification unit 22 identifies, in step S304, the extension number of a person who has a lower priority within the team than the person identified in step S203.

[0071] Furthermore, in step S203, if only one person in charge is identified as the responsible team, but multiple responsible teams correspond to the customer status, in step S304, the extension number identification unit 22 identifies the extension number of a person in charge belonging to a responsible team that is one level lower in priority than the responsible team identified in step S203.

[0072] In this manner, the extension number identifying unit 22 identifies extension numbers other than the extension number identified in step S203. The transmitting unit 24 transmits extension number information indicating the identified extension number to the PBX 10 (step S305).

[0073] When the extension number acquiring unit 12 of the PBX 10 acquires the extension number information, the connection permission determining unit 13 refers to the connection permission information 904 and determines whether or not a connection can be made to the extension number indicated by the acquired extension number information (step S306).

[0074] If the connection permission determining unit 13 determines that the connection is possible, the call connection control unit 11 transmits a call connection request to the terminal 40 in charge of the extension number (for example, the first terminal 40a) (step S307). If the connection permission determining unit 13 determines that the connection is not possible in step S306, the process from step S303 onwards is repeated. At that time, the extension number identifying unit 22 of the information processing device 20 identifies the extension number with the highest priority from among the extension numbers excluding all the extension numbers identified so far, in the same manner as in the process of step S304 described above. An upper limit may be set in advance for the number of repetitions.

[0075] According to the telephone system 1 of the second embodiment, for an incoming call to a main number, an extension number is determined according to the status of the calling customer, and whether or not the call can be connected to the extension number is determined. This allows the call to be connected to an available extension number among the extension numbers according to the status of the calling customer.

[0076] Example 3 Next, a third embodiment will be described. In the third embodiment, an example will be shown in which the information processing device 20 determines an extension number according to the status of the calling customer, taking into consideration whether or not a call can be connected, for an incoming call to a main number. In the following description of the third embodiment, differences from the first embodiment will be mainly described, and components having the same functional configuration as the first embodiment will be given the same reference numerals as those used in the description of the first embodiment, and descriptions thereof will be omitted.

[0077] Fig. 10 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to the third embodiment. In the information processing device 20 according to the third embodiment, in addition to the information processing device 20 according to the first embodiment, the storage unit 23 stores connection availability information 904. The connection availability information 904 is the same as that shown in Fig. 8 in the second embodiment.

[0078] The extension number identification unit 22 according to the third embodiment identifies an extension number that should respond to a call from a customer, based on customer information 902 indicating the status of the customer identified by the customer number, from among connectable extension numbers based on connection feasibility information 904.

[0079] 11 is a sequence diagram showing an example of the flow of a call connection control process according to the third embodiment. In the call connection control process according to the third embodiment, in step S203 of the call connection control process according to the first embodiment, the extension number identification unit 22 identifies an extension number including a connection availability determination. That is, the extension number identification unit 22 identifies an extension number to respond based on the customer's status from among extension numbers (extension numbers "0002" and "0003" in FIG. 8, etc.) whose value of the item "connection availability" in the connection availability information 904 is "connection available."

[0080] According to the telephone system 1 of the third embodiment, for an incoming call to a main number, an extension number is determined in accordance with the status of the calling customer, taking into consideration whether the call can be connected. Compared to the telephone system 1 of the second embodiment, the amount of communication between the PBX 10 and the information processing device 20 that occurs until the extension number is determined can be reduced.

[0081] (Modification) Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and variations are possible within the scope of the gist of the present invention described in the claims.

[0082] In the present embodiment, an example has been shown in which the extension number identification unit 22 identifies a team in charge according to the status of a customer based on the person in charge / customer status correspondence information 903. The scope of the present invention is not limited to this, and the team in charge may be identified by other methods.

[0083] For example, the customer information 902 may store text indicating the customer's condition, and the extension number identification unit 22 may analyze the content of the text by natural language processing or the like to identify the responsible team. Also, the customer information 902 may include information on the history of the customer's condition in chronological order, and the extension number identification unit 22 may identify the responsible team based on the information on the history in chronological order.

[0084] Alternatively, a learning model that associates the customer's condition with the responsible team may be constructed by machine learning, and the extension number identification unit 22 may identify the responsible team using the constructed learning model. In this case, teacher data may be generated based on feedback from the customer, and the accuracy of the learning model may be improved by the generated teacher data.

[0085] In this embodiment, an example has been shown in which the caller number is used as identification information for identifying a customer, but the scope of the present invention is not limited to this, and the customer who is the caller may be identified by other identification information. For example, when multiple people use the same telephone number, such as a landline phone in an ordinary household, an individual cannot be identified by the caller number alone. Therefore, a voice guidance or the like may be used to prompt the user to enter an identification number for identifying individuals within the family, and the customer may be identified by combining the entered identification number with the caller number. In this case, an item indicating the identification number is added to the customer information 902 shown in FIG. 4.

[0086] Also, session information indicating that the user has logged in may be handed over to the information processing device 20 on a logged-in web screen or the like, which is displayed and controlled by the information processing device 20, so that a call can be made to a main number. In this case, the PBX 10 passes the transmitted session information to the information processing device 20. The information processing device 20 identifies the customer based on the session information that has been handed over.

[0087] In this way, the identifier for identifying a customer may be appropriately selected depending on the type or condition of business.

[0088] In the present embodiment, the company is an example of a call destination, and the customer is an example of a call originator. The scope of the present invention is not limited to this, and can be widely used as a technology for identifying an extension number according to the status of the call originator for an incoming call. [Explanation of symbols]

[0089] 1. Telephone System 10 PBX 11 Call connection control unit 12 Extension Number Acquisition Section 13 Connection availability determination section 14 Storage section 20 Information processing device 21 Receiving section 22 Extension Number Identification Section 23 Memory section 24 Transmitter 30 Customer terminal 40 Terminal in charge

Claims

1. a receiving unit for receiving identification information for identifying a call originator from a telephone exchange; an extension number specification unit that specifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information; a transmitting unit that transmits information indicating the identified extension number to the telephone exchange; The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information. Information processing device.

2. when the receiving unit receives from the telephone exchange a designation indicating that the specified extension number cannot be connected, the extension number designating unit excludes the designated extension number and designates an extension number that should respond to the call from the call source; The information processing device according to claim 1 .

3. the extension number specification unit specifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information, from among connectable extension numbers based on information indicating whether or not a connection can be made to the extension number; The information processing device according to claim 1 .

4. The call is from the originating customer to a main number of a company, the extension number identification unit identifies an extension number of a person in charge of the responsible team based on information indicating the status of the customer of the call origin and information indicating a correspondence between the customer's status and a responsible team of the company; The information processing device according to claim 1 .

5. A telephone system including a telephone exchange and an information processing device that can communicate with each other, The telephone exchange includes: an extension number acquisition unit that transmits a caller number notified by an incoming call to a main number to the information processing device to request identification of an extension number and acquires information indicating the identified extension number; a call connection control unit that transmits a call connection request to a terminal having an extension number indicated in the information acquired by the extension number acquisition unit; The information processing device includes: a receiving unit for receiving the caller number from the telephone exchange; an extension number identification unit that identifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the caller number; a transmitting unit that transmits information indicating the identified extension number to the telephone exchange; The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information. Telephone system.

6. 1. A computer-implemented method comprising: receiving identification information from a telephone exchange for identifying the origin of the call; identifying an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information; transmitting information indicating the identified extension number to the telephone exchange; The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information. How to identify the extension number.

7. A program for causing a computer to function as each unit in the information processing device according to any one of claims 1 to 4.

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