History display control method, history display method, history display control device, terminal device, and program

Abstract

To allow response results to a call to be efficiently confirmed even when the call is transferred to a plurality of terminal devices.SOLUTION: Multiple response and non-response histories for a plurality of calls that are made to a specific destination and transferred to a plurality of terminal devices are stored, and visual information including these multiple response and non-response histories is sent to the plurality of terminal devices. The plurality of terminal devices collectively display the sent visual information including the multiple response and non-response histories.SELECTED DRAWING: Figure 13

Description

Technical Field

[0001] The present invention relates to telephone communication technology, and particularly to technology for displaying history.

Background Art

[0002] There is known a technology for automatically transferring a call originated from a terminal device (for example, an inquiry call from a customer, etc.) to a specific terminal device (for example, a telephone of a person in charge, etc.). Further, there is also known a technology for automatically transferring the call to another terminal device when the transferred call is not received. By this, the relay of calls can be automated and optimal telephone communication can be realized (see, for example, Non-Patent Document 1, etc.).

Prior Art Documents

Non-Patent Documents

[0003]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, when a call is transferred to a plurality of terminal devices, there may be a case where it is impossible to know the response result such as who responded to this call and whether a response was made at all. In such a case, it is necessary to separately confirm the response result for this call, which is inefficient. Such a problem becomes prominent in an environment where the state of other terminal devices to which the call is transferred cannot be directly grasped, such as remote work or a free address office. However, such a problem is not limited to an environment where the state of other terminal devices to which the call is transferred cannot be directly grasped, but is common to a general environment where a call is transferred to a plurality of terminal devices.

[0005] In view of such a point, even when a call is transferred to a plurality of terminal devices, a technique is provided that can efficiently confirm the response result for the call.

Means for Solving the Problem

[0006] Store a plurality of response histories and non-response histories for a plurality of calls that are originated to a specific destination and transferred to a plurality of terminal devices, and transmit visual information including these plurality of response histories and non-response histories to the plurality of terminal devices. These plurality of terminal devices collectively display the visual information including the plurality of transmitted response histories and non-response histories.

Effect of the Invention

[0007] Thereby, even when a call is transferred to a plurality of terminal devices, the response result for the call can be efficiently confirmed.

Brief Description of the Drawings

[0008]

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[0009] Hereinafter, embodiments of the present invention will be described with reference to the drawings.

[0010] [First Embodiment] In the first embodiment, visual information including the transfer history of a call that is called to a specific destination and transferred to one or more first terminal devices is displayed on a second terminal device to which the call is further transferred. However, the second terminal device displays the visual information during a calling operation in response to the call. In this embodiment, a customer (caller, call originator) makes a call (places a call) to a company's representative number (specific destination), and this call is transferred to one or more first terminal devices of the person in charge (user), and the case where this call is further transferred to a second terminal device of another person in charge (user) will be described as an example. Here, the representative number is one telephone number determined as a representative when there are two or more telephone numbers (outside line numbers) for an organization such as a company or a department. Also, the person in charge is a person engaged in a business that requires telephone response to customers for an incoming call to the representative number, and examples include a salesperson, a person in charge of an inquiry window regarding products, etc. However, these do not limit the present invention, and the embodiments to which the present invention is applied are not limited to the following embodiments.

[0011] <Telephone communication system> As illustrated in FIG. 1, the telephone communication system 1 of the present embodiment includes customer terminal devices 110-1,..., 110-M, in-charge terminal devices 120-1,..., 120-N, a PBX (Private Branch eXchange) device 140, an information processing device 150, and a history display control device 160, and these are communicably connected to each other via a communication network 170 including the Internet, a public switched telephone network, etc.

[0012] <Customer terminal device and in-charge terminal device> The customer terminal devices 110-1,..., 110-M of the present embodiment are terminal devices used by customers. Hereinafter, each of the customer terminal devices 110-1,..., 110-M will be expressed as a customer terminal device 110-m. However, M is an integer of 1 or more, and m satisfies m = 1,..., M. Also, the general term for the customer terminal devices 110-1,..., 110-M is expressed as the customer terminal device 110. The customer terminal device 110 in this example is a device equipped with a telephone function such as a smartphone.

[0013] The responsible terminal devices 120-1, …, 120-N (the first terminal device, the second terminal device) of this embodiment are terminal devices used by responsible persons (users). Hereinafter, each of the responsible terminal devices 120-1, …, 120-N will be expressed as the responsible terminal device 120-n. However, N is an integer of 1 or more, and n satisfies n = 1, …, N. In addition, the general term for the responsible terminal devices 120-1, …, 120-N is expressed as the responsible terminal device 120. The responsible terminal device 120 is a device equipped with a telephone function such as a smartphone. In the responsible terminal device 120 of this example, a unique extension number is assigned within a certain organization such as a company or a department. The responsible terminal device 120 can respond (answer) to a call connection request for the assigned extension number. For example, the responsible terminal device 120 is a smartphone used by a so-called "smartphone extension service" or the like.

[0014] Note that the customer terminal device 110 and the responsible terminal device 120 are not limited to smartphones, and may be, for example, tablet terminal devices equipped with a telephone function, wearable devices, PCs (personal computers), or the like.

[0015] <PBX device 140> The PBX device 140 of this embodiment is a telephone exchange that performs various call controls. As illustrated in FIG. 2, the PBX device 140 has a call connection control unit 141 and an extension number acquisition unit 142, and for a call connection request (including customer information) given when making an outgoing call to a representative number, acquires the extension number of the call transfer destination and transfers the call to the responsible terminal device 120 of the acquired extension number (transmits a call connection request). The PBX device 140 may be, for example, a cloud-type PBX (Private Branch eXchange) or an IP-PBX (Internet Protocol Private Branch eXchange).

[0016] <Information processing device> As illustrated in FIG. 2, the information processing apparatus 150 of the present embodiment includes a reception unit 151, an extension number specifying unit 152, a storage unit 153, and a transmission unit 154. In response to a determination request for an extension number from the PBX apparatus 140, it determines the extension number to which a call is to be transferred, and returns information representing the determined extension number to the PBX apparatus 140.

[0017] <History display control device> As illustrated in FIG. 2, the history display control device 160 of the present embodiment includes a reception unit 161, a history processing unit 162, a storage unit 163, a generation unit 164, and a transmission unit 165. The history display control device 160 stores the transfer history of calls that are originated to each representative number (specific destination) and transferred to one or a plurality of responsible terminal devices 120 (first terminal devices), and generates and outputs history display control information α for displaying visual information including these transfer histories on other responsible terminal devices 120 (second terminal devices) to which the calls are further transferred.

[0018] <Preprocessing> In the present embodiment, in preprocessing, extension number information 1531, registered customer information 1532, and responsibility information 1533 are stored in the storage unit 153 (FIG. 2) of the information processing apparatus 150.

[0019] The extension number information 1531 is information for specifying the extension number of the responsible terminal device 120. An example of the extension number information 1531 is shown in FIG. 3A. The extension number information 1531 illustrated in FIG. 3A includes, as items, "extension number", "responsible person's name", "location", "responsible team", and "priority within the team". The value of the item "extension number" is the extension number of the responsible terminal device 120. The value of the item "responsible person's name" is the name of the responsible person. The value of the item "location" is a name representing the place where the responsible person conducts business. The value of the item "responsible team" is the name of the team to which the responsible person belongs. A team is a group classified by roles such as sales representative (product introduction), support representative (function explanation, fee explanation), and management representative. Each responsible person may belong to only one responsible team, may belong to multiple responsible teams, or may belong to different responsible teams for each product or service. The value of the item "priority within the team" is the priority of each responsible person within the responsible team. According to this priority, the extension number is specified. The same priority may be assigned to multiple responsible persons within the responsible team. According to such a priority, the extension numbers of multiple responsible persons may be specified.

[0020] The registered customer information 1532 is the registration information of customers. An example of the registered customer information 1532 is shown in FIG. 3B. The registered customer information 1532 illustrated in FIG. 3B includes, as items, "customer number", "customer status", and "designated responsible person's name". The value of the item "customer number" is a number for identifying each customer. The value of the item "customer number" functions as an identifier for identifying the customer. The value of "customer number" is, for example, a telephone number, but it may not be a telephone number as long as it can identify the customer. The value of the item "customer status" is a value indicating the status of each customer. The possible values of the item "customer status" are predefined such as "new customer", "product purchased", etc., and are updated as needed according to the customer's purchase behavior, etc. The value of the item "designated responsible person's name" is the name of the responsible person designated by each customer or the responsible person designated to be in charge of the customer. For an incoming call from a customer for whom the value of the item "designated responsible person's name" is specified, regardless of the customer's status, the extension number of the responsible person whose name is indicated by the value of the item "designated responsible person's name" is called.

[0021] The person-in-charge information 1533 is information for identifying the person-in-charge team corresponding to the customer status. An example of the person-in-charge information 1533 is shown in FIG. 3C. The person-in-charge information 1533 illustrated in FIG. 3C includes, as items, "customer status", "person-in-charge team", and "priority". The value of the item "customer status" is the value corresponding to the item "customer status" of the registered customer information 1532 illustrated in FIG. 3B, and indicates the status of each customer. The value of the item "person-in-charge team" is the value corresponding to the item "person-in-charge team" of the extension number information 1531 illustrated in FIG. 3A, and is the value assigned to each "customer status". For example, the value "new customer" of the item "customer status" and the value "salesperson (product introduction)" of the item "person-in-charge team" are associated with each other. These associations are set in advance in consideration of which person-in-charge team is appropriate to handle according to the customer's status. The value of the item "priority" is a value indicating which person-in-charge team should be given priority when multiple values of the item "person-in-charge team" are associated with the value of the item "customer status".

[0022] <Operation> Based on the premise that the above preprocessing has been performed, the operation of the telephone communication system 1 of the present embodiment will be described. As illustrated in FIGS. 4 and 5, when a certain customer terminal device 110-m makes a call to a certain representative number, the call connection request is sent to the PBX device 140. The call connection request of the present embodiment includes customer information automatically obtained when the customer terminal device 110-m makes a call. Here, as an example, an example in which the customer information includes the telephone number of the customer terminal device 110-m obtained by the caller number notification and the representative number called by the customer terminal device 110-m will be described (step S101).

[0023] The call connection control unit 141 of the PBX device 140 (Fig. 2) receives a call connection request (including customer information) from the customer terminal device 110-m. The call connection control unit 141 sends processing information regarding the call connection request from the customer terminal device 110-m (hereinafter referred to as "processing information regarding outgoing calls") to the history display control device 160. The history display control device 160 generates and stores a new record (referred to as the "incoming call record 1631a") based on this processing information regarding outgoing calls (incoming call history processing). For example, the call connection control unit 141 of the PBX device 140 (Fig. 2) sends this processing information regarding outgoing calls to the history display control device 160. Examples of the processing information regarding outgoing calls include information such as the phone number of the customer terminal device 110-m, the representative number called by the customer terminal device 110-m, and the call incoming time (incoming call time) at the call connection control unit 141. The processing information regarding outgoing calls is received by the receiving unit 161 of the history display control device 160 and sent to the history processing unit 162. The history processing unit 162 adds a new incoming call record 1631a to the history information 1631 stored in the storage unit 163 based on this processing information regarding outgoing calls. For example, as illustrated in Fig. 7, the history processing unit 162 sets the phone number of the customer terminal device 110-m included in the processing information regarding outgoing calls as the value of the item "customer number", the representative number called by the customer terminal device 110-m as the value of the item "representative number", the call incoming time at the call connection control unit 141 as the value of the item "time", the processing content ("incoming call") as the value of the item "history", and adds a new incoming call record 1631a in which these are associated to the history information 1631. For example, when the phone number of the customer terminal device 110-m is "09012345678", the representative number called by the customer terminal device 110-m is "0311112222", and the call incoming time at the call connection control unit 141 is "2022.5.20 13:00:00", the history processing unit 162 sets "09012345678" as the value of the item "customer number", "0311112222" as the value of the item "representative number", "2022.5.20 13:00:00" as the value of the item "time", "incoming call" as the value of the item "history", and adds a new incoming call record 1631a in which these are associated to the history information 1631 (incoming call history processing: step S102).

[0024] Returning to FIGS. 4 and 5, the call connection control unit 141 of the PBX device 140 (FIG. 2) sends the customer information included in the call connection request to the extension number acquisition unit 142. The extension number acquisition unit 142 acquires the extension number corresponding to the sent customer information.

[0025] For example, the extension number acquisition unit 142 transmits an extension number identification request for requesting identification of the extension number corresponding to the customer information to the information processing device 150. The extension number identification request includes this customer information. The extension number identification request is received by the reception unit 151 of the information processing device 150 (FIG. 2) and sent to the extension number identification unit 152. The extension number identification unit 152 uses the extension number information 1531, registered customer information 1532, and in-charge information 1533 stored in the storage unit 153 to identify the extension number corresponding to the customer information included in the extension number identification request. For example, the extension number identification unit 152 refers to the registered customer information 1532 illustrated in FIG. 3B and determines whether the value of the item "designated in-charge person name" corresponding to the value of the item "customer number" corresponding to the telephone number included in the customer information is set. Here, when the extension number identification unit 152 determines that the value is set in the item "designated in-charge person name", the extension number identification unit 152 identifies the extension number of the in-charge person corresponding to the set value from the extension number information 1531. For example, in the case of the customer with the customer number "09022222223" illustrated in FIG. 3B, the extension number identification unit 152 determines that the designated in-charge person name "a" is set, and identifies the extension number "0001" corresponding to the in-charge person name "a" illustrated in FIG. 3A.

[0026] Also, when the extension number specifying unit 152 determines that no value is set in the item "Designated person's name", it refers to the registered customer information 1532 and specifies the value of the item "Customer status" of the customer corresponding to the value of the item "Customer number" corresponding to the phone number included in the customer information. For example, in the case of the customer with the customer number "09022222222" shown in FIG. 3B, the extension number specifying unit 152 determines that no value is set in the corresponding item "Designated person's name", and specifies the value of the corresponding item "Customer status" as "New customer". Note that when there is a customer number not registered in the registered customer information 1532, the extension number specifying unit 152 may specify the value of the item "Customer status" as "Unregistered". The extension number specifying unit 152 specifies the value with the highest priority among the values of the item "Responsible team" corresponding to the specified value of the item "Customer status" from the responsibility information 1533. For example, the extension number specifying unit 152 specifies the "Support in charge (fee explanation)" with the highest priority among the values of the item "Responsible team" corresponding to the customer status "New customer" shown in FIG. 3C, which are "Support in charge (fee explanation)" and "Support in charge (function explanation)". Subsequently, the extension number specifying unit 152 specifies the extension number of the person with the highest priority within the team among the persons belonging to the specified responsible team from the extension number information 1531. For example, the extension number specifying unit 152 specifies the extension number "0003" of the person "d" with the highest priority within the team among the persons "d" and "e" belonging to the responsible team "Support in charge (fee explanation)" shown in FIG. 3A. As described above, when the same priority is given to a plurality of persons, the extension numbers of the plurality of persons may be specified.

[0027] The extension number specifying unit 152 (FIG. 2) sends the extension number information representing the specified extension number to the transmission unit 154. The transmission unit 154 transmits the received extension number information to the PBX device 140. The extension number acquisition unit 142 of the PBX device 140 receives this extension number information and sends it to the call connection control unit 141 (step S103-j). However, j is an integer of 1 or more representing the number of transfer times, and the initial value of j is j = 1.

[0028] The call connection control unit 141 transmits a call connection request to the dedicated terminal device 120-n(j) (first terminal device) of the extension number indicated in the transmitted extension number information. That is, the call connection control unit 141 transfers the call to the dedicated terminal device 120-n(j) (first terminal device). However, n(j) ∈ {1, …, N}. Preferably, for one or more integers j 1 ≠j 2 that satisfy 1 , j 2 , n(j 1 ) ≠ n(j 2 ). At this time, customer information such as the telephone number of the customer terminal device 110-m described above may also be transferred together with the call connection request (step S104-j).

[0029] The responsible terminal device 120-n(j) receives the transmitted call connection request. That is, the transferred call is incoming at the responsible terminal device 120-n(j). As a result, the responsible terminal device 120-n(j) rings. Ringing is a calling operation in response to a call. For example, it is an operation to notify the person (user) using the responsible terminal device 120-n(j) of the incoming call by sound, vibration, flashing of light, music, display of symbols / character strings, or a combination thereof. The responsible terminal device 120-n(j) may display customer information such as the telephone number of the customer terminal device 110-m on a display unit such as a liquid crystal display together with the ringing. Here, when the call is received by the responsible terminal device 120-n(j), the call connection control unit 141 establishes a call connection between the customer terminal device 110-m and the responsible terminal device 120-n(j) (step S105). On the other hand, if the call is not received by the responsible terminal device 120-n(j), the responsible terminal device 120-n(j) transmits the call connection request to the PBX device 140. That is, the responsible terminal device 120-n(j) requests the PBX device 140 to transfer the incoming call. At this time, the reason why the responsible terminal device 120-n(j) cannot receive the call may also be transferred to the PBX device 140. Examples of the reason for not being able to receive the call are that the person is absent (absent), the person is in a meeting (in a meeting), the person is handling another call (handling), etc. These reasons may be set in the responsible terminal device 120-n(j) or stored in another database. Alternatively, when the responsible terminal device 120-n(j) rings for a predetermined time or more and the call is not received, the reason for not being able to receive the call may be set to "absent" (step S105-j).

[0030] The call connection control unit 141 of the PBX device 140 (Fig. 2) receives the call connection request from the responsible terminal device 120-n(j) and transmits the processing information regarding the transfer history of this call to the history display control device 160. The history display control device 160 generates history display control information α for displaying visual information including this transfer history on the responsible terminal device 120 (second terminal device) to which the call is further transferred (transfer history processing: step S106-j).

[0031] For example, as illustrated in FIG. 6, the call connection control unit 141 transmits processing information regarding the call transfer history to the history display control device 160. Examples of the processing information regarding the transfer history include the telephone number of the customer terminal device 110-m (e.g., "09012345678"), the extension number of the responsible terminal device 120-n(j) to which the call was transferred (e.g., "0003"), the transfer time when the call was transferred to the responsible terminal device 120-n(j) (e.g., "2022.5.20 13:00:10"), and the reason why the responsible terminal device 120-n(j) could not receive the call (e.g., "absence"). The processing information regarding the transfer history is received by the receiving unit 161 of the history display control device 160 and sent to the history processing unit 162 (step S106a-j).

[0032] Based on the received processing information regarding the transfer history, the history processing unit 162 updates the history information 1631 stored in the storage unit 163. That is, the history processing unit 162 stores in the storage unit 163 the transfer history of calls that were originated to a specific destination and transferred to one or more responsible terminal devices 120 (first terminal devices). For example, the history processing unit 162 identifies from the history information 1631 (FIG. 7) the latest record whose value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (e.g., "09012345678"), and stores the call transfer history in the next new record (referred to as "transfer record 1631b") of the identified record. For example, the history processing unit 162 adds a transfer record 1631b next to the identified record, where the values of the items "customer number" and "representative number" are the same as those of this identified record (e.g., "09012345678" and "0311112222"), the value of the item "transfer destination extension number" is the extension number of the responsible terminal device 120-n(j) (e.g., "0003"), the value of the item "time" is the transfer time when the call was transferred to the responsible terminal device 120-n(j) (e.g., "2022.5.20 13:00:10"), and the value of the item "history" is the reason why the call could not be received (e.g., "absence"), the processing content ("transfer"), and the time required for the transfer (e.g., "10 seconds"). Note that the time required for the transfer is calculated from the information stored in the column of the item "time" (step S106b-j).

[0033] Furthermore, the generation unit 164 refers to the history information 1631 stored in the storage unit 163, and generates history display control information α for displaying visual information including the transfer history represented by the transfer record 1631b added in step S106-j on the responsible terminal device 120 (second terminal device) to which the call is further transferred. For example, the generation unit 164 generates history display control information α for displaying visual information including the information represented by the incoming call record 1631a and the transfer record 1631b added to the history information 1631 in steps S102, S106-1, …, S106-j. The incoming call record 1631a and the transfer record 1631b added to the history information 1631 in steps S102, S106-1, …, S106-j represent the history from the first incoming call to the latest transfer (the transfer history from the first incoming call until before the call is received or disconnected). For example, the generation unit 164 generates history display control information α for displaying visual information including the value of the item "customer number" in the incoming call record 1631a added in step S102 (for example, "09012345678") (Fig. 7) and the corresponding customer name (for example, "Mr. A"), the value of the item "time" (for example, the incoming call time "2022.5.20 13:00:00"), and the transfer destination corresponding to the value of the item "transfer destination extension number" in the transfer record 1631b added in steps S103-1, …, S106-j (for example, "Tokyo Head Office"), and the time required for the transfer (for example, "10 seconds") among the values of the item [history]. The generation unit 164 may use the correspondence table it holds or an external database to identify the information corresponding to the history information 1631 (for example, the customer name corresponding to the value of the item "customer number", the transfer destination corresponding to the value of the item "transfer destination extension number", etc.). The generation unit 164 sends the generated history display control information α to the transmission unit 165 (step S106c-j). The transmission unit 165 transmits the history display control information α to the PBX device 140 (step S106d-j).

[0034] Returning to FIGS. 4 and 5, the process of newly executing steps S103-j, S104-j, S105-j, and S106-j with j+1 as the new j is repeated until the transferred call is answered or disconnected. However, in the new step S103-j, it is preferable that the extension number specifying unit 152 excludes the extension numbers specified in the previous steps S103-1, …, S103-(j-1) and specifies a new extension number. When a value is set in the item “designated person name” (when a person in charge is designated), the extension number specifying unit 152 may newly specify an extension number by considering that no value is set in the item “designated person name”. Also, in the new step S104-j, when the call connection control unit 141 transfers a call connection request to the terminal device 120-n(j) (second terminal device) of the extension number indicated in the extension number information (transfers the call), it also transfers the history display control information α generated in step S106c-(j-1). The terminal device 120-n(j) rings when the transferred call arrives and also receives the transferred history display control information α. The terminal device 120-n(j) rings in response to the incoming call (performs a calling operation corresponding to the incoming call), and at that time, displays the visual information 1200 based on the received history display control information α on the display unit of the terminal device 120-n(j). FIG. 8A illustrates the history display control information α, and FIG. 8B illustrates the visual information 1200 based on the history display control information α of FIG. 8A. The history display control information α in this example, the value of the item “customer number” in the history information 1631 (FIG. 7) (for example, “09012345678”), the corresponding customer name (for example, “Mr. A”), the value of the item “time” (for example, the incoming call time “2022.5.20 13:00:00”), the transfer destination corresponding to the value of the item “transfer destination extension number” (for example, “Tokyo Head Office”, etc.), and the time required for the transfer (for example, “10 seconds”, etc.) included in the value of the item [history]. The visual information 1200 illustrated in FIG. 8B visually displays these values included in the history display control information α. Thereby, the person in charge using the terminal device 120-n(j) can grasp the transfer history of the incoming call before answering and can prepare for the telephone response.

[0035] As illustrated in FIG. 4, when the call transferred in step S104-J is received by the assigned terminal device 120-n(J), the call connection control unit 141 establishes a call connection between the customer terminal device 110-m and the assigned terminal device 120-n(J). However, n(J) ∈ {1, …, N} (step S107). On the other hand, as illustrated in FIG. 5, when the customer terminal device 110-m disconnects the call (hangs up the phone) without the call transferred in step S104-J being received by the assigned terminal device 120-n(J), the process ends without the call connection being established (step S108).

[0036] <Features of this Embodiment> Thus, in this embodiment, visual information including the transfer history of a call that has been originated to a specific destination and transferred to the responsible terminal devices 120-n(1), …, 120-n(j-1) (one or more first terminal devices) is displayed on the responsible terminal device 120-n(j) (second terminal device) to which the call is further transferred. Here, the responsible terminal device 120-n(j) (second terminal device) displays the visual information during the calling operation corresponding to the call. As a result, the person in charge (user) using the responsible terminal device 120-n(j) (second terminal device) can know the process of the incoming call before answering the call and can prepare for the telephone response. As a result, this user can perform an optimal telephone response. For example, in the case of the visual information 1200 illustrated in FIG. 8B, the person in charge can estimate how dissatisfied the customer is with the telephone response because they can know the call transfer route and the time required for the transfer. For example, the higher the number of transfers or the longer the time required for the transfer, the higher the possibility that the customer is dissatisfied with the telephone response. In the visual information 1200 illustrated in FIG. 8B, the transfer destinations (for example, “Tokyo Head Office”, “Yokohama Branch”, “At Home (Sales 1)”, “At Home (Sales 2)”, etc.) where the responsible terminal devices 120-n(1), …, 120-n(j-1) (one or more first terminal devices) to which the call has been transferred are located are displayed side by side, and the time required for each transfer is displayed. In such a case, the person in charge can intuitively grasp the transfer route (incoming route), the large number of transfer times, the long time required for the transfer, etc. Further, since the visual information 1200 illustrated in FIG. 8B visually represents the time required for each transfer of the call (for example, “10 seconds”, “5 seconds”, “5 seconds”), the person in charge can easily understand the degree of dissatisfaction felt by the customer with the telephone response. As a result, the person in charge can perform a more appropriate telephone response.

[0037] [Modification Example 1 of the First Embodiment] The visual information 1200 illustrated in FIG. 8B included the value of the item "customer number" in the history information 1631 (FIG. 7) (e.g., "09012345678"), the corresponding customer name (e.g., "Mr. A"), the value of the item "time" (e.g., the incoming call time "2022.5.20 13:00:00"), the transfer destination corresponding to the value of the item "extension number within the transfer destination" (e.g., "Tokyo Head Office", etc.), and the time required for the transfer in the item [history] (e.g., "10 seconds", etc.). However, as illustrated in FIG. 9A, the visual information 1200 may not include the transfer time among the values of the item "time". Even in such a case, the user who uses the responsible terminal device 120-n(j) (the second terminal device) can infer to what extent the customer is dissatisfied with the telephone response from the displayed incoming call time (e.g., "2022.5.20 13:00:00"). Also, in some cases, even if the visual information 1200 does not include the value of the item "time" at all, there may be a case where the person in charge can make an appropriate telephone response. In such a case, the visual information 1200 may not include the value of the item "time". Note that the values not included in the visual information 1200 may be omitted from the history information 1631 in the storage unit 163.

[0038] Also, as illustrated in FIG. 9B, the visual information 1200 may represent the elapsed time (e.g., "23 seconds") from the incoming call time (the incoming call time at the specific destination called). Thereby, the person in charge who uses the responsible terminal device 120-n(j) (the second terminal device) can infer at a glance to what extent the customer is dissatisfied with the telephone response from the displayed elapsed time.

[0039] [Modification Example 2 of the First Embodiment] The visual information 1200 may include information visually representing "support information" that is at least any one of the attributes or classifications or states of the caller (customer) of the call, the attributes or classifications or states of the users (persons in charge) of the responsible terminal devices 120-n(1),..., 120-n(j-1) (the first terminal devices), or the eligibility or priority or position of the user (person in charge) of the responsible terminal device 120-n(j) (the second terminal device) with respect to the call.

[0040] Examples of the attributes, classifications, or statuses of the call originator (customer) include the customer number of the call originator (customer) (such as the customer's phone number, identification number, etc.), name, age, gender, nationality, residence, occupation, purchase history, customer status (new customer, purchased goods, not registered, etc.), the representative number from which the call was made, the purpose / reason for making the call, the inquiry destination, the name of the assigned person in charge, the number of calls made to the same representative number or multiple representative numbers, the number of calls made to the same representative number or multiple representative numbers per unit time, etc. By displaying such information, the person in charge can grasp the customer's situation before answering the call and conduct more appropriate telephone responses. Also, when the representative number is a specific destination assigned to a specific jurisdiction area (for example, Tokyo, Osaka, etc.), by displaying such a representative number or the name representing the representative number (such as "Osaka Branch", etc.) (information visually representing the jurisdiction area), the telephone response in hybrid work, etc. can be improved. That is, by displaying such information, the person in charge can grasp in which jurisdiction area the customer exists, and even when the call is transferred to an area outside that jurisdiction area, the person in charge can conduct telephone responses for customers in that jurisdiction area. As a result, no matter where the person in charge is working, the person in charge can appropriately conduct telephone responses for customers in the jurisdiction area. Such an effect can be obtained not only when displaying the representative number or the name representing the representative number, but also when visually displaying the jurisdiction area corresponding to the representative number. For example, the same effect can be obtained even if the color, movement, character size, etc. of the visual information 1200 are different for each jurisdiction area.

[0041] Examples of the attributes, classifications, or statuses of the users (persons in charge) of the responsible terminal devices 120-n(1), …, 120-n(j-1) (the first terminal device) include the name of the person in charge, the responsible team to which the person in charge belongs (sales in charge, support in charge (fee explanation), support in charge (function explanation), management in charge, etc.), the priority level of the responsible team, the in-team priority level of the person in charge, whether the person in charge is the assigned person in charge or not, the current status of the person in charge (absent, in a meeting, in the process of handling, etc.), the current position of the person in charge (GPS information, etc.). By displaying such information, the person in charge can know in more detail the circumstances of the call transfer before answering the call and conduct more appropriate telephone responses.

[0042] The eligibility, priority, or position of the user (responsible person) of the responsible terminal device 120-n(j) (the second terminal device) with respect to a call is determined by the responsible team to which they belong (sales responsible, support responsible (fee explanation), support responsible (function explanation), management responsible, etc.), the priority within the team, whether they are the designated responsible person, etc. By displaying such information, the responsible person can know the degree of necessity for themselves to handle the call before answering it, and can determine whether to handle the call even if it takes priority over other tasks. As a result, appropriate call handling can be carried out for the company or organization as a whole.

[0043] Specific examples of the visual information 1200 are shown. For example, as illustrated in FIG. 10A, the visual information 1200 may indicate that customer A has "already purchased a product", that the number of calls made (the "number of phone calls") is 3, the responsible team (support responsible (function explanation)) to which the responsible persons using the responsible terminal devices 120-n(1),..., 120-n(j-1) belong, the current status (absent, in a meeting, handling a call, etc.), and that the responsible person using the responsible terminal device 120-n(j) (the second terminal device) is in the position of "support responsible (function explanation)", etc.

[0044] For example, as illustrated in FIG. 10B, the visual information 1200 may indicate that the representative number called by customer A is that of the "Osaka branch", that a certain responsible person using any of the responsible terminal devices 120-n(1),..., 120-n(j-1) is the "designated responsible person", that the "priority" of a certain responsible person is 1, that the "priority" of the responsible person using the responsible terminal device 120-n(j) (the second terminal device) is "2", etc.

[0045] Note that the support information may be obtained, for example, when the information processing apparatus 150 identifies the extension number. For example, when identifying the extension number in step S103-j, the extension number identification unit 152 of the information processing apparatus 150 (FIG. 2) may extract the support information corresponding to the extension number from the extension number information 1531, the registered customer information 1532, or the in-charge information 1533 stored in the storage unit 153. For example, the extension number identification unit 152 may extract at least a part of the value of the item "designated in-charge person name" of the customer corresponding to the value of the item "customer number" corresponding to the telephone number included in the sent customer information, the value of the item "customer status" (registered customer information 1532 (FIG. 3B)), the value of the item "in-charge team" corresponding to the value of the "customer status", the value of the "priority" corresponding to the in-charge team (in-charge information 1533 (FIG. 3C)), the value of the item "in-charge team" specified based on the priority, the value of the item "in-charge person name" specified based on the value of the "priority within the team", the value of the item "location", or the value of the "priority within the team" (in-charge information 1533 (FIG. 3C)) as the support information. For example, the extracted support information is transmitted from the transmission unit 154 of the information processing apparatus 150 (FIG. 2) to the PBX apparatus 140, and further transmitted to the history display control apparatus 160. The generation unit 164 of the history display control apparatus 160 may generate the history display control information α using the support information sent in this way and the history information 1631. Further, the history processing unit 162 of the history display control apparatus 160 may store this support information in the storage unit 163 as a part of the history information 1631.

[0046] Also, as illustrated in FIG. 1, the telephone communication system 1 may further include an IVR (Interactive Voice Response) device 130. The IVR device 130 may obtain at least a part of the support information, and the history display control device 160 may generate history display control information α using the support information and the history information 1631. In this case, for example, when there is an outgoing call from the customer terminal device 110-m to the representative number, the customer terminal device 110-m is connected to the IVR device 130. The IVR device 130 performs an automatic response process with the connected customer terminal device 110-m, obtains the support information input (e.g., button input or voice input) by the customer terminal device 110-m, and transmits this to the history display control device 160. The generation unit 164 of the history display control device 160 may generate the history display control information α using this support information and the history information 1631. Also, the history processing unit 162 of the history display control device 160 may store the transmitted support information in the storage unit 163 as a part of the history information 1631.

[0047] [Modification Example 3 of the First Embodiment] Estimate the degree of dissatisfaction felt by the customer (caller of the call) regarding the response to the call, and the visual mode of the visual information 1200 may be changed according to the degree of dissatisfaction. For example, in step S106-j, the generation unit 164 of the history display control device 160 (FIG. 2) refers to the history information 1631 (FIG. 7) stored in the storage unit 163, estimates the degree of dissatisfaction felt by the customer (caller of the call) regarding the response to the call, and generates history display control information α for displaying visual information 1200 with different visual modes accordingly. For example, the generation unit 164 may estimate the degree of dissatisfaction based on the number of call transfers, the time required for call transfers, the number of calls made by the same customer per unit time, and the like. For example, the generation unit 164 estimates that the higher the number of call transfers, the longer the time required for call transfers, and the higher the number of calls made by the same customer per unit time, the greater the degree of dissatisfaction. This estimation may be performed based on a predetermined table, by threshold determination, or by an estimation model obtained by machine learning. Also, the difference in the visual mode of the visual information 1200 may be, for example, a difference in color, a difference in movement, a difference in the size of characters, or a difference in the displayed content. For example, as illustrated in FIG. 11A, the color of the visual information 1200 when the degree of dissatisfaction exceeds the threshold may be different from the color of the visual information 1200 when the degree of dissatisfaction is below the threshold. Alternatively, the color of the visual information 1200 may vary step by step according to the degree of dissatisfaction. Or, as illustrated in FIG. 11B, a mark 1211 saying "Attention level: 5" indicating the degree of dissatisfaction may be displayed. Also, as in the example of FIG. 11B, a button 1212 necessary for the operation of recording the call may be displayed.

[0048] Also, when the degree of dissatisfaction exceeds the standard, visual information (such as buttons or links) necessary for the operation of recording the call may be included in the visual information. This makes it easier for the person in charge to start recording the call before receiving it and utilize the recorded data for subsequent responses or as evidence of troubles.

[0049] [Modification Example 4 of the First Embodiment] In the first embodiment, the information processing apparatus 150 specifies the extension number that is the call transfer destination based on the extension number information 1531, the registered customer information 1532, and the person-in-charge information 1533 stored in the storage unit 153 (step S103-j). However, the extension number that is the call transfer destination may be specified by other methods. For example, one or more extension numbers may be registered in advance for the telephone number of the customer terminal device 110-m, and based on this, the extension number that is the call transfer destination may be specified. For example, whether telephone correspondence is possible may be set, and among a plurality of candidate extension numbers, an extension number capable of telephone correspondence may be specified. Also, the functions of the information processing apparatus 150 may be included in the PBX apparatus 140, the functions of the history display control apparatus 160 may be included in the PBX apparatus 140, or the functions of the IVR apparatus 130 may be included in the PBX apparatus 140. Alternatively, at least some of the functions of the IVR apparatus 130, the PBX apparatus 140, the information processing apparatus 150, or the history display control apparatus 160 may be distributed and arranged, and they may be communicably connected via a communication network.

[0050] [Second Embodiment] In the second embodiment, a plurality of response histories and non-response histories for a plurality of calls that are originated to a specific destination and transferred to a plurality of terminal devices are collectively displayed on the plurality of terminal devices. Hereinafter, the description will focus on the differences from the first embodiment and its modified examples, and for matters already described, the description will be omitted using the same reference numerals.

[0051] <Telephone Communication System> As illustrated in FIG. 1, the telephone communication system 2 of the present embodiment includes customer terminal devices 110-1,..., 110-M, in-charge terminal devices 220-1,..., 220-N, a PBX apparatus 140, an information processing apparatus 150, and a history display control apparatus 260, and these are communicably connected to each other via a communication network 170 including the Internet, a public switched telephone network, or the like.

[0052] <History Display Control Apparatus> As illustrated in FIG. 2, the history display control device 260 of the present embodiment includes a reception unit 161, a history processing unit 262, a storage unit 163, a generation unit 264, and a transmission unit 165. In addition to the functions of the history display control device 160 of the first embodiment, the history display control device 260 stores a plurality of response histories and non-response histories for a plurality of calls made to each representative number (specific destination) and transferred to a plurality of responsible terminal devices 220 (terminal devices), and generates and outputs history display control information β for collectively displaying visual information including these plurality of response histories and non-response histories on a plurality of terminal devices.

[0053] <Operation> On the premise that the preprocessing described in the first embodiment has been performed, the operation of the telephone communication system 2 of the present embodiment will be described. As illustrated in FIGS. 4 and 5, the processes of steps S101, S102, S103-j, S104-j, S105-j, S106-j, S107, and S108 are executed. These processes are the same as those described in the first embodiment or its modified example, except that the history display control device 160 (FIG. 2) is replaced with the history display control device 260, and the history processing unit 162 is replaced with the history processing unit 262. The difference from the first embodiment is that the response / non-response history processing S211 is executed after steps S107 and S108.

[0054] As illustrated in FIG. 12, in this response / non-response history processing S211, the history display control device 260 generates and transmits history display control information β for collectively displaying visual information including a plurality of response histories and non-response histories for a plurality of calls made to a representative number (specific destination) and transferred to a plurality of responsible terminal devices 120 (a plurality of terminal devices) on the plurality of responsible terminal devices 120 (a plurality of terminal devices) (step S211). The plurality of responsible terminal devices 120 display visual information including a plurality of response histories and non-response histories based on the transmitted history display control information (step S212).

[0055] This will be described in more detail. As illustrated in FIG. 4, when a call connection between the customer terminal device 110-m and the dedicated terminal device 120-n(J) is established (step S107), as illustrated in FIG. 13, the call connection control unit 141 of the PBX device 140 (FIG. 2) transmits processing information indicating that the call has been received (that the call connection has been established) to the history display control device 260. The processing information indicating that the call has been received includes, for example, the telephone number of the customer terminal device 110-m (e.g., "09012345678"), the extension number of the dedicated terminal device 120-n(J) to which the call has been transferred (e.g., "4444"), and the transfer time when the call was transferred to the dedicated terminal device 120-n(J) or the reception time when the call was received by the dedicated terminal device 120-n(J) (e.g., "2022.5.20 13:00:30"). The processing information indicating that the call has been received is received by the reception unit 161 of the history display control device 260 and sent to the history processing unit 262 (step S211a).

[0056] Based on the processing information indicating that the call has been received, the history processing unit 262 updates the history information 1631 stored in the storage unit 163. That is, the history processing unit 262 stores in the storage unit 163 a response history for a call that was originated from the customer terminal device 110 to a representative number (a specific destination) and transferred to the dedicated terminal device 120. For example, the history processing unit 162 identifies the latest record in the history information 1631 (FIG. 14) whose value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (e.g., "09012345678"), and stores the response history in the next new record (referred to as "response record 1631c") of this identified record. For example, the history processing unit 162 adds, after the identified record, a response record 1631c in which the values of the items "customer number" and "representative number" are the same as those of this identified record (e.g., "09012345678" and "0311112222"), the value of the item "extension number of the transfer destination" is the extension number of the dedicated terminal device 120-n(J) (e.g., "0044"), the value of the item "time" is the above-mentioned transfer time or reception time (e.g., "2022.5.20 13:00:30"), and the value of the item "history" is "received" (step S211b).

[0057] On the other hand, as illustrated in FIG. 5, when the call transferred in step S104-J is disconnected without being received by the responsible terminal device 120-n(J) (step S108), as illustrated in FIG. 13, the call connection control unit 141 of the PBX device 140 (FIG. 2) transmits processing information indicating that the call has been disconnected (i.e., the call connection has not been established) to the history display control device 260. The processing information indicating that the call has been disconnected includes, for example, the telephone number of the customer terminal device 110-m (e.g., "09033333333"), the extension number of the responsible terminal device 120-n(J) to which the call was transferred (e.g., "0022"), and the transfer time when the call was transferred to the responsible terminal device 120-n(J) or the disconnection time when the call was disconnected (e.g., "2022.5.20 13:12:20"). The processing information indicating that the call has been disconnected is received by the receiving unit 161 of the history display control device 260 and sent to the history processing unit 262 (step S211a).

[0058] Based on the processing information indicating that the call has been disconnected, the history processing unit 262 updates the history information 1631 stored in the storage unit 163. That is, the history processing unit 262 stores a non-response history for a call that was originated from the customer terminal device 110 to the representative number (specific destination) and transferred to the responsible terminal device 120 in the storage unit 163. For example, the history processing unit 162 identifies the latest record in the history information 1631 (FIG. 14) whose value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (e.g., "09033333333"), and stores the non-response history in the next new record (referred to as "non-response record 1631d") of this identified record. For example, the history processing unit 162 adds a non-response record 1631d whose values of the items "customer number" and "representative number" are the same as those of the identified record (e.g., "09033333333" and "04522223333"), the value of the item "extension number of the transfer destination" is the extension number of the responsible terminal device 120-n(J) (e.g., "0022"), the value of the item "time" is the above-mentioned transfer time or disconnection time (e.g., "2022.5.20 13:12:20"), and the value of the item "history" is "disconnected" after the identified record (step S211b).

[0059] Through such processing, response records 1631c and non-response records 1631d for a plurality of calls are accumulated in the history information 1631 of the storage unit 163 (Fig. 14).

[0060] The generation unit 264 refers to the history information 1631 stored in the storage unit 163 and extracts the accumulated response records 1631c and non-response records 1631d for a plurality of calls. The generation unit 264 generates history display control information β for collectively displaying visual information including a plurality of response histories and non-response histories for a plurality of calls represented by the response records 1631c and non-response records 1631d on a plurality of responsible terminal devices 120 (a plurality of terminal devices). For example, the generation unit 264 includes values of the item "customer number" in the response records 1631c and non-response records 1631d accumulated in the history information 1631 (e.g., "09012345678", "09011111111", "09022222222", "09033333333", etc.) (Fig. 14), corresponding customer names (e.g., "Mr. A", "Mr. B", "Mr. C", "Mr. D", etc.), values of the item "time" (e.g., "2022.5.20.13:00:30", "2022.5.20.13:00:45", "2022.5.20.13:10:30", "2022.5.20.13:12:20", etc.), transfer destinations corresponding to the values of the item "transfer destination extension number" (e.g., "Sales 2", "Sales 1", "Osaka Branch", etc.), and values of the item "history" (e.g., "call received", "disconnected"), and generates history display control information β for displaying the visual information. The generation unit 264 may use a correspondence table held by itself or an external database to identify information corresponding to the history information 1631 (e.g., a customer name corresponding to the value of the item "customer number" and a transfer destination corresponding to the value of the item "transfer destination extension number"). The generation unit 264 sends the generated history display control information β to the transmission unit 165 (step S211c). The transmission unit 165 transmits the history display control information β to the PBX device 140 (step S211d).

[0061] The call connection control unit 141 of the PBX device 140 (Fig. 2) receives the transmitted history display control information β and transmits this to a plurality of responsible terminal devices 220. For example, the call connection control unit 141 may transmit the history display control information β to all of the responsible terminal devices 220, or may transmit the history display control information β only to some of the responsible terminal devices 220. For example, the call connection control unit 141 may transmit the history display control information β only to the responsible terminal devices 220 corresponding to the response history and the non-response history. The history display control information β is received by each responsible terminal device 220, and the responsible terminal device 220 that has received the history display control information β displays visual information 2200 based on the history display control information β on the display unit of the responsible terminal device 220.

[0062] FIG. 15A and FIG. 15B illustrate visual information 2200. The visual information 2200 illustrated in FIG. 15A includes the values of response records 1631c and non-response records 1631d stored in the history information 1631 (e.g., "09012345678", "09011111111", "09022222222", "09033333333", etc.), the corresponding customer names (e.g., "Mr. A", "Mr. B", "Mr. C", "Mr. D", etc.), the values of the item "time" (e.g., "2022.5.20.13:00:30", "2022.5.20.13:00:45", "2022.5.20.13:10:30", "2022.5.20.13:12:20", etc.), and the transfer destinations (e.g., "Sales 2", "Sales 1", "Osaka Branch", etc.) and the response results representing the values of the item "history" (e.g., "call received", "disconnected") (e.g., "Response completed for call received by Sales 2", "Response completed for call received by Sales 1", "Response completed for call received by Osaka Branch", "No response ended", etc.). The response results in this example indicate that the call has been transferred to the transfer destination and the response has been completed ("call received") (e.g., "Response completed for call received by Sales 2", etc.) or ended without a response ("disconnected") (e.g., "No response ended", etc.). Thus, even when a call is transferred to multiple responsible terminal devices 220 (terminal devices), the responsible person can efficiently check the response results for multiple calls. This enables subsequent business responses without separately checking the response results for each call. Also, as in the visual information 2200 illustrated in FIG. 15B, response results indicating that the call has been transferred to the transfer destination and the response has been completed ("call received") or that the call has been transferred to the transfer destination and ended without a response ("disconnected") (e.g., "No response ended for Yokohama Branch", etc.) may be displayed. By displaying the transfer destinations that had no response in this way, operations such as the responsible person for the transfer destination that had no response making a callback to the customer who had no response become possible (step S121).

[0063] <Features of this Embodiment> Thus, in this embodiment, visual information 2200 including a plurality of response histories and non-response histories for a plurality of calls that are called to a specific destination and transferred to the responsible terminal device 120 (a plurality of terminal devices) is collectively displayed on the responsible terminal device 120 (a plurality of terminal devices). Thereby, even when a call is transferred to a plurality of terminal devices, the response result for the call can be efficiently confirmed. Therefore, for example, in an environment where the state of other responsible terminal devices 120 to which a call is transferred cannot be directly grasped, such as remote work or a free address office, subsequent business correspondence can be carried out without separately checking the response result for each call.

[0064] [Modification Example 1 of the Second Embodiment] The visual information 2200 may include information visually representing the time required for call transfer. For example, as illustrated in FIGS. 16A-18A, the visual information 2200 may include the call transfer time. The longer the call transfer time, the higher the possibility that the customer is dissatisfied with the telephone response. Therefore, such information can be utilized when making a callback or evaluating a service. Note that the call transfer time may be, for example, the time from the incoming call time when the called call first arrives to the last transfer time, or the time from this incoming call time to the reception time or disconnection time. In such a case, in step S211c of FIG. 13, the generation unit 264 of the history display control device 260 (FIG. 2) further extracts the value of the item "time" of the incoming call record 1631a from the history information 1631. The generation unit 264 obtains the call transfer time from these values and the values of the item "time" of the response record 1631c and the non-response record 1631d, and generates history display control information β for displaying visual information including them.

[0065] [Modification Example 2 of the Second Embodiment] The visual information 2200 may include "support information" that visually represents at least any one of the attributes or classifications or statuses of the calling party (customer) of the call, the attributes or classifications or statuses of the user (person in charge) of the responsible terminal device 120 (terminal device), or the eligibility or priority or position of the user (person in charge) of the responsible terminal device 120 (terminal device) with respect to the call. Specific examples of the support information and the process of acquiring the support information are the same as those exemplified in Modification Example 2 of the First Embodiment, except that the telephone communication system 1, the history display control device 160, the history processing unit 162, and the generation unit 164 are replaced with the telephone communication system 2, the history display control device 260, the history processing unit 262, and the generation unit 264, respectively. The generation unit 264 of the history display control device 260 may generate the history display control information β using the support information sent in this way and the history information 1631. Further, the history processing unit 262 of the history display control device 260 may store this support information in the storage unit 163 as part of the history information 1631.

[0066] The visual information 2200 illustrated in FIG. 16B includes the called representative number (e.g., "0311112222", "0633334444", [0452222333], etc.), and the information representing the response history and non-response history is classified for each corresponding representative number. Here, instead of the representative number, a name representing the representative number (e.g., "Osaka Branch", etc.) may be displayed. When the representative number is a specific destination assigned to a specific jurisdiction area (e.g., Tokyo, Osaka, etc.), by displaying such a representative number or a name representing the representative number (information visually representing the jurisdiction area), the telephone response in hybrid work, etc. can be improved. That is, by displaying such information, the person in charge can grasp in which jurisdiction area the customer exists, and even when the call is transferred to an area outside that jurisdiction area, the person in charge can make a telephone response for customers in that jurisdiction area during the callback. As a result, regardless of where the person in charge is working, the person in charge can appropriately make a telephone response for customers in the jurisdiction area. Such an effect can be obtained not only when displaying the representative number or a name representing the representative number, but also when displaying information visually representing the jurisdiction area corresponding to the representative number. For example, even if the color, movement, character size, etc. of the visual information 2200 are different for each jurisdiction area, a similar effect can be obtained.

[0067] The visual information 2200 illustrated in FIGS. 17A-18A includes the display of the responsible team to which the called person in charge belongs (e.g., Support in Charge (Function Explanation), etc.). By displaying this information, the person in charge can infer the response content required by the customer during the callback and can appropriately make a telephone response. Also, the visual information 2200 illustrated in FIGS. 17A-18A includes the display of the number of times the customer has made a call ("Number of Calls"). The more times the customer has made a call, the higher the possibility that the need for response and urgency are high, or the customer feels dissatisfied with the telephone response. Therefore, by displaying this information, an appropriate telephone response according to the customer becomes possible.

[0068] The visual information 2200 illustrated in FIGS. 17B and 18A includes information such as whether the person in charge to whom the call is transferred is the designated person in charge and the in-team priority of the person in charge to whom the call is transferred. By displaying this information, the customer can know the person in charge desired by the customer, and the appropriate person in charge can return the call.

[0069] [Modification Example 3 of the Second Embodiment] The dissatisfaction level that the customer (caller of the call) feels about the response to the call may be estimated, and the visual aspect of the visual information 2200 may be changed according to the dissatisfaction level. For example, in step S211c, the generation unit 264 of the history display control device 260 (FIG. 2) refers to the history information 1631 (FIG. 14) stored in the storage unit 163, estimates the dissatisfaction level that the customer (caller of the call) feels about the response to the call, and generates history display control information β for displaying visual information 2200 with different visual aspects accordingly. An example of the method for estimating the dissatisfaction level is as described in Modification Example 3 of the First Embodiment. Also, the difference in the visual aspect of the visual information 2200 may be, for example, a difference in color, a difference in movement, a difference in the size of characters, or a difference in the displayed content.

[0070] [Modification Example 4 of the Second Embodiment] The visual information 2200 may include information for visually representing the transfer history of calls corresponding to the non-response history. By displaying such visual information 2200, the person in charge can know the situation of the calls that have not been responded to in more detail. The information for visually representing the transfer history of calls corresponding to the non-response history may be, for example, the same as the visual information 1200 described in the First Embodiment or its modification example, or information including this visual information 1200, or information obtained by processing this visual information 1200. For example, like the visual information 2200 illustrated in FIG. 18A, a button 2201 for displaying the transfer history of calls corresponding to the non-response history may be displayed. By operating this button, visual information 1200 representing the transfer history of calls corresponding to the non-response history, as illustrated in FIG. 18B for example, is displayed.

[0071] [Modification Example 5 of the Second Embodiment] In the second embodiment, the information processing apparatus 150 specified the extension number that is the call transfer destination based on the extension number information 1531, the registered customer information 1532, and the person-in-charge information 1533 stored in the storage unit 153 (step S103-j). However, the extension number that is the call transfer destination may be specified by other methods. For example, one or more extension numbers may be registered in advance for the telephone number of the customer terminal device 110-m, and based on this, the extension number that is the call transfer destination may be specified. For example, whether or not telephone correspondence is possible may be set, and among a plurality of candidate extension numbers, the extension number capable of telephone correspondence may be specified. Further, the function of the information processing apparatus 150 may be included in the PBX apparatus 140, the function of the history display control apparatus 260 may be included in the PBX apparatus 140, or the function of the IVR apparatus 130 may be included in the PBX apparatus 140. Alternatively, at least some of the functions of the IVR apparatus 130, the PBX apparatus 140, the information processing apparatus 150, or the history display control apparatus 260 may be distributed and arranged, and they may be communicably connected via a communication network.

[0072] [Modification Example 6 of the Second Embodiment] In the second embodiment, the visual information 1200 including the call transfer history was further displayed on the display unit of the person-in-charge terminal device 220 to which the call was transferred (steps S101, S102, S103-j, S104-j, S105-j, S106-j, S107, S108). However, in the second embodiment and its modification examples, the visual information 1200 may not be displayed on the display unit of the person-in-charge terminal device 220 at the time of call transfer.

[0073] [Hardware Configuration] Each device in each embodiment may be configured by a general-purpose or dedicated computer including a processor (hardware processor) such as a CPU (central processing unit) and a memory such as a RAM (random-access memory) and a ROM (read-only memory) executing a predetermined program. That is, each device in each embodiment may have a processing circuitry configured to implement each part it has. This computer may include one processor and memory, or may include a plurality of processors and memory. This program may be installed in the computer or may be recorded in a ROM or the like in advance. Further, part or all of the processing units may be configured using an electronic circuit that realizes a processing function alone, rather than an electronic circuit that realizes a functional configuration by reading a program like a CPU. Further, the electronic circuit constituting one device may include a plurality of CPUs.

[0074] The above-described program can be recorded on a computer-readable recording medium. Examples of computer-readable recording media are non-transitory recording media. Examples of such recording media are magnetic recording devices, optical disks, magneto-optical recording media, semiconductor memories, and the like.

[0075] The distribution of these programs can be carried out, for example, by selling, transferring, lending, etc. portable recording media such as DVDs and CD-ROMs on which the programs are recorded. Further, the program may be stored in a server computer or a storage device on the cloud, and the program may be distributed by transferring the program to other computers via a network. As described above, a computer that executes such a program first stores, for example, a program recorded on a portable recording medium or a transferred program in its own storage device once. Then, at the time of executing the process, the computer reads the program stored in its own storage device and executes the process according to the read program. Also, as another execution form of this program, it is also possible that the computer directly reads the program from the portable recording medium and executes the process according to the program. Further, each time the program is transferred to this computer, it is also possible to sequentially execute the process according to the received program. Also, the above-described process may be executed in a configuration of a so-called ASP (Application Service Provider) type service that realizes the processing function only by the execution instruction and result acquisition without transferring the program to this computer. Note that the program in this embodiment includes information used for processing by an electronic computer and similar to the program (data having a property of defining the processing of the computer although not a direct instruction to the computer).

[0076] In addition, at least a part of the processing content of any device may be realized by other hardware.

[0077] [Other Variations] Note that the present invention is not limited to the above-described embodiments. For example, the above-described various processes may be executed not only in time series according to the description but also in parallel or individually according to the processing ability of the device that executes the process or as necessary. Needless to say, other appropriate changes can be made without departing from the gist of the invention described in the claims.

Explanation of Symbols

[0078] 1,2 Telephone communication system 110 Customer terminal device 120,220 Responsible terminal device 130 IVR device 140 PBX device 141 Call connection control unit 142 Extension number acquisition unit 150 Information processing device 152 Extension number identification unit 160,260 History display control device 162,262 History processing unit 164,264 Generation unit 1200,2200 Visual information 1631 History information

Claims

1. A storage step of storing a plurality of response histories and non-response histories for a plurality of calls that are called to a specific destination and transferred to a plurality of terminal devices; A generation step of generating history display control information for collectively displaying visual information including the plurality of response histories and the non-response histories for the plurality of calls on the plurality of terminal devices; A transmission step of transmitting the history display control information to the plurality of terminal devices; A history display control method comprising:

2. The history display control method according to Claim 1, wherein the visual information includes information visually representing the time required for the transfer of the call.

3. The history display control method according to Claim 1, wherein the visual information includes information visually representing at least any one of the attribute or classification or status of the caller of the call, the attribute or classification or status of the user of the terminal device, or the eligibility or priority or position of the user of the terminal device with respect to the call, and the eligibility and the position represent at least any one of the responsible team to which the user of the terminal device belongs, the in-team priority of the user of the terminal device, and whether the user of the terminal device is a designated person in charge.

4. The history display control method according to Claim 1, wherein the specific destination is assigned to a specific jurisdiction area, and the visual information includes information visually representing the jurisdiction area.

5. The history display control method according to Claim 1, further comprising an estimation step of estimating the degree of dissatisfaction felt by the caller of the call with respect to the response to the call, wherein the estimation step estimates the degree of dissatisfaction based on at least any one of the number of transfers of the call, the time required for the transfer of the call, and the number of calls made by the same caller per unit time, and the visual aspect of the visual information varies according to the degree of dissatisfaction.

6. The history display control method according to Claim 1, wherein the visual information includes information for visually representing the transfer history of the call corresponding to the non-response history.

7. A receiving step of receiving history display control information for collectively displaying visual information including a plurality of response histories and non-response histories for a plurality of calls that are called to a specific destination and transferred to a plurality of terminal devices on the plurality of terminal devices; A display step of displaying the visual information on the plurality of terminal devices based on the history display control information; A history display method having the above.

8. A storage unit that stores a plurality of response histories and non-response histories for a plurality of calls that are called to a specific destination and transferred to a plurality of terminal devices; A generation unit that generates history display control information for collectively displaying visual information including the plurality of response histories and the non-response histories for the plurality of calls on the plurality of terminal devices; A transmission unit that transmits the history display control information to the plurality of terminal devices; A history display control device having the above.

9. A terminal device included in a plurality of terminal devices to which a plurality of calls called to a specific destination are transferred, A receiving unit that receives history display control information for collectively displaying visual information including a plurality of response histories and non-response histories of the calls transferred to the plurality of terminal devices on the plurality of terminal devices; A display unit that displays the visual information based on the history display control information; A terminal device having the above.

10. A program for causing a computer to execute the history display control method according to any one of Claims 1 to 6 or the history display method according to Claim 7. ​

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