Telephone answering system and its control method

Abstract

To provide a user-friendly telephone answering system.SOLUTION: A telephone answering system 1 comprises: a transfer destination determination unit 13 that at the time of call incoming from a call origination source device 4, determines transfer destination devices 2A to 2C on the basis of information acquired from the call origination source device; a caller information acquisition unit 11 acquiring information on a caller with respect to the call origination source device; a business information acquisition unit 12 acquiring the caller's business; a predetermined message creation unit 14 that on the basis of information on the caller and information on the business, creates a predetermined message to be used at the transfer destination devices for determining the propriety of transferring the call incoming from the call origination source device and transmits the created predetermined message to the transfer destination devices; and a transfer propriety determination unit 15 that according to instructions from the transfer destination devices receiving the predetermined message, determines whether the call incoming from the call origination source device is to transfer or not to transfer to the call incoming from the call origination source device to the transfer destination devices.SELECTED DRAWING: Figure 1

Description

【Technical Field】 【0001】 The present invention relates to a telephone response system and a control method thereof. 【Background Art】 【0002】 When there is an incoming call from an external line or an internal line, a response device automatically answers the call, recognizes the voice of the caller, determines the presence or absence of the called party, switches to an answering machine if the called party is absent, and holds the call and transfers it to the called party if the called party is present. This technology is known (Patent Document 1). 【Prior Art Documents】 【Patent Documents】 【0003】 【Patent Document 1】 Japanese Patent Laid-Open No. 06-188998 【Summary of the Invention】 【Problems to be Solved by the Invention】 【0004】 Recently, telecommuting has become widespread, and the handling of calls received for absent responsible persons has become a problem. In the method described in Patent Document 1, since the call is only transferred to the designated responsible person, it cannot respond when the caller does not want to talk to a specific person but wants to talk about a specific matter. Furthermore, in the method described in Patent Document 1, when switching to an answering machine, only a preset response message such as "I am currently unavailable to answer the call..." can be conveyed to the caller. Therefore, the responsible person cannot convey their own situation to the caller, and it is not user-friendly for both the caller and the called party. 【0005】 The present invention has been made in view of the above problems, and an object thereof is to provide a user-friendly telephone response system. 【Means for Solving the Problems】 【0006】 To solve the above problems, a telephone answering system according to one aspect of the present invention includes: a forwarding destination determination unit that determines a forwarding destination unit based on information obtained from the calling device when an incoming call is received from the calling device; a caller information acquisition unit that acquires information about the caller related to the calling device; a message acquisition unit that acquires the message of the caller; a predetermined message generation unit that generates a predetermined message used in the forwarding destination unit to determine whether or not to forward an incoming call from the calling device based on the caller information and message information, and transmits the generated predetermined message to the forwarding destination unit; and a forwarding eligibility determination unit that determines whether or not to forward an incoming call from the calling device to the forwarding destination unit according to instructions from the forwarding destination unit that has received the predetermined message. [Effects of the Invention] 【0007】 According to the present invention, a predetermined message generated based on caller and requirement information is forwarded to a forwarding destination device, and a decision can be made whether or not to forward an incoming call from the originating device according to instructions from the forwarding destination device that received the predetermined message. [Brief explanation of the drawing] 【0008】 [Figure 1] This is an overall configuration diagram of the automated telephone answering system. [Figure 2] This is a network configuration diagram showing the connection relationships between the automated telephone answering system and each communication device. [Figure 3] This is an example of a forwarding permission list that indicates whether or not forwarding is permitted. [Figure 4] This is a block diagram for implementing the functions of the automated telephone answering system. [Figure 5] This is an example of a recording information database. [Figure 6] This is an example of a database of personnel information. [Figure 7] This is an example of an automated response database. [Figure 8] This is an example of a recording database. [Figure 9] This is a flowchart of the automated response process. [Figure 10]This is a flowchart following Figure 9. [Figure 11] This is a flowchart illustrating a part of the automated response process according to the second embodiment. [Figure 12] This is an example of a transfer permission list relating to the third embodiment. [Figure 13] This is an explanatory diagram illustrating the process of following up on whether or not a call has been made to the originating device, relating to the fourth embodiment. [Figure 14] This is a schematic diagram illustrating the fifth embodiment, in which an automated telephone answering system is applied to a virtual office. [Modes for carrying out the invention] 【0009】 Embodiments of the present invention will be described below with reference to the drawings. In this embodiment, when the main telephone automated answering system 1 receives a call from a source device (e.g., a customer's telephone) 4 to the main telephone, it automatically answers, determines the availability of the called person (the person using the forwarding telephone), and sends a forwarding permission list 3, which serves as a "predetermined message generation unit," to the person's communication device 2A used by that person. The forwarding permission list 3, as a "predetermined message," includes, for example, the customer's name and requirements, and instructions for responding to the customer. Other information, such as the date and time of the call and the customer's telephone number, may also be included in the forwarding permission list 3. 【0010】 The call forwarding permission list 3 is received by the communication device 2A on the staff member's side and displayed on the screen of the communication device 2A. The staff member uses the call forwarding permission list 3 to decide whether or not to answer the call (whether or not to allow the call forwarding from the customer, i.e., whether or not to answer the call from the customer) or to instruct the staff member to answer the call. 【0011】 When the representative telephone auto-answer system 1 receives a response instruction from the person-in-charge communication device 2A, it responds to the customer communication device 4 according to the content of the instruction. This response is performed, for example, by synthesized voice. Instead of the synthesized voice, a voice message selected from pre-recorded voice messages may be used. Instead of or together with the voice, text, a still image, or a moving image may be displayed on the customer communication device 4. 【0012】 The response instructions selectable by the person-in-charge in the transfer availability list 3 include, for example, an instruction to allow transfer and an instruction not to allow transfer. The instruction to allow transfer is an instruction to transfer a call from a customer (usually an outside call) from the representative telephone auto-answer system 1 to the person-in-charge communication device 2A so that the person-in-charge can talk to the customer. The instruction not to allow transfer is an instruction for the representative telephone auto-answer system 1 to automatically respond to the customer that the person-in-charge cannot answer the call from the customer. 【0013】 The transfer availability list 3 may include an instruction not to allow transfer and a telephone number for calling the customer, and the person-in-charge may call the customer communication device 4 from the person-in-charge communication device 2A. 【0014】 Hereinafter, the case where the caller or sender is the customer and the person who receives the transfer or the called party is the person-in-charge will be taken as an example for explanation. However, the sender is not necessarily limited to the customer. The person called by the sender is not limited to the person-in-charge. 【0015】 In this embodiment, the case where the communication devices 2A to 2C and 4 used by the customer and the person in charge are telephones will be described as an example. The telephone may be either a landline phone or a mobile phone. The communication devices 2A to 2C and 4 may be so-called IP phones that transmit and receive voice data using a wide area communication network such as the Internet. The communication devices 2A to 2C and 4 may also be telephone applications operating on a smartphone. The communication devices 2A to 2C can include not only the various telephones or telephone applications described above but also a personal computer. The transfer availability list 3 can be transmitted not only to the communication devices 2A to 2C but also to the personal computers associated with those communication devices 2A to 2C. The person in charge can check the transfer availability list 3 displayed on the screen of the personal computer and can also give a response instruction from the personal computer to the representative telephone automatic answering system 1. Thus, the representative telephone automatic answering system 1 can notify the person in charge of the transfer availability list 3 using a plurality of different notification means (telephone, personal computer). 【0016】 A mobile phone (including so-called smartphones) or a personal computer may have any shape and size. For example, so-called wearable terminals such as glasses type, bracelet type, watch type, pendant type, brooch type, hat type, or tablet terminals may be used as the mobile phone or the personal computer. 【Example】 【0017】 The first embodiment will be described with reference to FIGS. 1 to 10. In this embodiment, for example, the case where an outside call comes in to a plurality of persons in charge present in an office of a general company or a government agency, etc., and the persons in charge are named or not named will be described as an example. 【0018】 FIG. 1 is an overall configuration diagram of the representative telephone automatic answering system 1. The representative telephone automatic answering system 1 has, for example, a representative telephone incoming call processing unit 10, a caller information acquisition unit 11, a message information acquisition unit 12, a transfer destination determination unit 13, a transfer availability list generation unit 14, a transfer availability determination unit 15, a transfer processing unit 16, an automatic answering unit 17, and a transfer history management unit 18. 【0019】 The main telephone call processing unit 10 has the function of processing incoming calls to the main telephone. Hereafter, the main telephone call processing unit 10 will also be referred to as the main telephone 10. 【0020】 The caller information acquisition unit 11 acquires information about the caller (e.g., a customer). Caller information includes, for example, the caller's name (full name, nickname, etc.) and specific information for communicating with the customer-side communication device 4, which is the "source device" (e.g., a telephone number). The customer may be asked to verbally provide all of the caller information, or at least part of the caller information may be automatically acquired from the customer-side communication device 4. 【0021】 The request information acquisition unit 12 has the function of acquiring customer requests. For example, the request information acquisition unit 12 can acquire customer requests by speaking to the customer in synthesized speech, such as "Please tell us what you would like to ask," and then using speech recognition to obtain the customer's response. Alternatively, requests can be pre-patterned, such as "1: Regarding delivery date, 2: Regarding price, 3: Regarding cancellation, 4: Regarding usage, etc.," and the request can be acquired by the customer selecting a number. Customers can communicate their requests or numbers to the automated telephone response system 1 by reading them aloud or by entering the numbers from their mobile or landline phone. 【0022】 The forwarding destination determination unit 13 has the function of determining which of the communication devices 2A to 2C, 4 to forward an incoming call from a customer, based on the caller information and message information. 【0023】 The transfer permission / failure list generation unit 14 generates a transfer permission / failure list 3 as a "predetermined message" and sends it to the transfer destination device. 【0024】 The call forwarding determination unit 15 determines whether or not to forward an incoming call from a customer to the communication device 2A on the staff member's side, based on instructions from the communication device 2A on the staff member's side, which is one of the "forwarding destination devices". As described later, the staff member looks at the call forwarding list 3 displayed on the screen of the communication device 2A on the staff member's side and selects one of the instructions from the multiple options listed therein. 【0025】 The call forwarding processing unit 16 has the function of forwarding customer calls received on the main telephone line to a communication device selected as the forwarding destination device. 【0026】 The automated response unit 17 has the function of converting the text message of the instruction selected from the options in the transfer availability list 3 into synthesized speech and responding to the customer. 【0027】 The call forwarding history management unit 18 has the function of managing the date and time of incoming calls from customers, the name of the designated person in charge, whether or not the call was forwarded, the customer's name, and recorded data of the purpose of the call. 【0028】 Incoming calls from customers are forwarded to either the contact person's communication device 2A, the communication device 2B of the representative for each specific inquiry (such as delivery date or price), or the communication device 2C of the contact person for each department. Therefore, under normal circumstances, the customer can speak with either the contact person, the representative for their inquiry, or the contact person. 【0029】 Figure 2 is a network configuration diagram showing the connection relationship between the automated telephone answering system 1 and the various communication devices 2A-2C and 4. The various communication devices 2A-2C and 4 are connected via the public telephone network 5. Furthermore, the various communication devices 2A-2C on the company side that has introduced the automated telephone answering system 1 are connected via a data communication network 6, such as the internet. 【0030】 The call forwarding availability list 3 is transmitted from the main telephone automated response system 1 to one of the communication devices 2A to 2C via the data communication network 6. The instruction selected from call forwarding availability list 3 is transmitted back to the main telephone automated response system 1 via the data communication network 6. The customer then speaks with a representative (person in charge) at one of the communication devices 2A to 2C via the public communication network 5. 【0031】 The automated telephone answering system 1 is, for example, a computer system. The automated telephone answering system 1 includes, for example, a processor 100, memory 101, storage device 102, data communication unit 103, telephone communication unit 104, and user interface unit 105. The storage device 102 stores predetermined computer programs for realizing each of the functional units 10 to 18 described in Figure 1. The processor 100 realizes each function by reading the predetermined computer program into memory 101 and executing it. 【0032】 The data communication unit 103 performs data communication via the data communication network 6. The telephone communication unit 104 communicates with the customer-side communication device 4 via voice through the main telephone line. The user interface unit 105 is a device used by the system administrator who manages the main telephone automated response system 1, and includes, for example, a monitor display, a keyboard, and a voice input device. 【0033】 Figure 3 shows an example of a call forwarding permission list 3 that indicates whether a call can be forwarded or not. Call forwarding permission list 3 includes, for example, an incoming call notification message 30 that informs the recipient that an incoming call has been received, and several response instructions 31 to 34. The multiple response instructions include a call forwarding permission instruction 31 to allow the call to be forwarded and to start a conversation, and call forwarding permission instructions 32 to 34 to inform the customer that the call cannot be answered. Call forwarding permission instructions include, for example, "I am in a meeting and cannot answer the phone" (32), "I am out of the office and cannot answer the phone" (33), and "I will call you back later" (34). 【0034】 Figure 4 is a block diagram for realizing the functions of the main telephone automated response system 1. The main telephone automated response system 1 includes, for example, an overall control unit 1000, a speech recognition unit 1001, a speech-to-text conversion unit 1002, a recording information database creation unit 1003, a recording information transfer unit 1004, a person in charge information matching unit 1005, a speech synthesis unit 1006, an automated response control unit 1007, a recording information database 1010, a person in charge information database 1011, an automated response database 1012, and a recording database 1013. 【0035】 The overall control unit 1000 controls the entire automated telephone answering system 1. The voice recognition unit 1001 recognizes incoming voices. The voice-to-text unit 1002 converts the recognized customer voice into text. The recording information database creation unit 1003 manages information that identifies incoming calls from customers (customer's phone number, date and time of call) and the converted text. The recording information transfer unit 1004 transfers the recording information stored in the recording information database 1010 to the communication devices 2A to 2C on the staff side as needed. 【0036】 The staff member information matching unit 1005 checks whether the staff member name specified by the customer is stored in the staff member database 1011, based on the customer's voice text. 【0037】 The speech synthesis unit 1006 generates synthesized speech to respond to customers. The automatic response control unit 1007 converts messages pre-stored in the automatic response database 1012 into synthesized speech and responds to customers. 【0038】 Figure 5 shows an example of a call recording information database 1010. The call recording information database 1010 manages incoming calls from customers. For example, the call recording information database 1010 manages the following information in association with each other: call number 10101, incoming call date and time 10102, incoming call number 10103, company name 10104, caller name 10105, recipient 10106, purpose of call 10107, and whether or not the call can be forwarded 10108. 【0039】 Recording number 10101 is information used to manage the recorded data of incoming calls from customers. Incoming call date and time 10102 indicates the date and time of the incoming call. Incoming call number 10103 is the incoming phone number, i.e., the phone number from which the call was made by the customer. 【0040】 Company Name 10104 is the name of the company to which the customer belongs. Name 10105 is the customer's name. Recipient 10106 is the name of the contact person or department designated by the customer. Subject 10107 is the customer's subject. Forwarding Status 10108 is whether the call should be forwarded, as selected by the contact person using Forwarding Status List 3. 【0041】 Figure 6 shows an example of the personnel information database 1011. The personnel information database 1011 manages information about each person's phone. For example, the personnel information database 1011 manages information such as the person's name 10111, telephone number 10112, assigned duties 10113, and response priority 10114 in association with each other. 【0042】 The name of the person in charge (1011) is information that uniquely identifies the person in charge. It may be remembered together with the employee number, not just the name. The telephone number (10112) is the person in charge's telephone number. The telephone number may be, for example, an extension number or a mobile phone number. 【0043】 Assignment 10113 describes the duties of the person in charge. These duties include, for example, "Sales," "Public Relations," "Technical," "General Affairs," "Accounting," "Complaint Handling," and "Customer Service." Additionally, there is a designated role for "Telephone Inquiry Representative." The "Telephone Inquiry Representative" is the person responsible for receiving incoming calls from customers. If the person designated by the customer is unavailable, or if the person who can respond to the customer's inquiry is unavailable, the Telephone Inquiry Representative will ultimately answer and handle the customer's call. 【0044】 The response priority 10114 indicates the priority given to answering customer calls. A lower number indicates a higher priority. For example, among two sales representatives, N1 and N2, representative N1, who has the highest priority, will receive inquiries intended for the sales department as the main point of contact. If representative N1 is unavailable, representative N2, who has the next highest priority, will receive the customer's inquiry intended for the sales department. 【0045】 Figure 7 shows an example of an automated response database 1012. The automated response database 1012 stores pre-registered response messages. For example, the automated response database 1012 manages phrase numbers 10121, classifications 10122, and messages 10123 in association with each other. 【0046】 Phrase number 10121 is information that identifies a phrase within the main telephone automated response system 1. 【0047】 Classification 10122 indicates the type of message to notify the customer. Classification 10122 includes, for example, "Answer," "Forwardable," and "Not Forwardable." "Answer" is a type of message that answers an incoming call from a customer or asks for their name. "Forwardable" indicates instructions for forwarding an incoming call from a customer to the communication device 2A on the staff's side. "Not Forwardable" indicates instructions for when an incoming call from a customer cannot be answered. 【0048】 The automated response database 1012 allows the system administrator of the main telephone automated response system 1 to freely configure messages. 【0049】 Figure 8 shows an example of a recording database 1013. The recording database 1013 records conversations between customers and the main telephone automated response system 1. The recording database 1013 manages, for example, recording number 10131, total recording data 10132, destination recording data 10133, and message recording data 10134 in association with each other. 【0050】 Recording number 10131 is information for managing the recording. Total recording data 10132 is audio data that records the entire series of conversations with the customer. Destination recording data 10133 is the audio data from the total recording data in which the customer speaks the name of the person they wish to speak to (the representative). Message recording data 10134 is the audio data from the total recording data in which the customer states the message. 【0051】 The automated response process will be explained using the flowcharts in Figures 8 and 9. The main telephone automated response system 1 detects when an incoming call is made to the main telephone (S11) and outputs a response message selected from the automated response database 1012 (S12). For example, a message such as "Hello, this is XX Company. Press '1' if you wish to speak with a specific individual, or '2' otherwise" will be played. 【0052】 The customer enters a number into the customer-side communication device 4. The main telephone call receiving processing unit 10 of the main telephone automated answering system 1 identifies the entered number (S13). If the customer selects "1", it is determined that the customer wishes to speak with a specific individual, i.e., a specific person in charge. 【0053】 The automated telephone answering system 1 plays a response message such as "Please tell me your name" to obtain the customer's response, and uses speech recognition to obtain the name of the person the customer wishes to speak with (S14). The name of the person the customer states is transcribed into text and recorded. The transcribed name of the person is stored in the recording information database 1010. The recorded name of the person is stored in the recording database 1013. 【0054】 The automated telephone answering system 1 plays the name of the person in charge recognized by voice in synthesized speech and asks the customer for confirmation (S15). For example, the automated telephone answering system 1 plays a response message such as, "You wish to speak with XX, correct? If so, press '1', otherwise press '2'." When the customer presses '1', the name of the person in charge the customer wishes to speak with is determined (S15: OK), and the automated telephone answering system 1 checks the determined person in charge name against the person in charge information database 1011 (S18). If the person in charge is available (exists) (S19: YES), the system proceeds to the flowchart in Figure 10 via connector C. If the person in charge is not available (S19: NO), the system proceeds to step S20 described below. 【0055】 On the other hand, if the customer does not wish to speak with a specific representative and simply wants to convey their message to someone, the customer selects "2" in step S12. The automated telephone answering system 1 determines that the customer does not wish to speak with a specific representative and wants to convey their message (S13), and plays a response message such as "Please tell us what you need" (S16). When the customer speaks their message, the automated telephone answering system 1 uses speech recognition to transcribe the message into text and records it (S16). The transcribed message is stored in the recording information database 1010. The recorded message is then stored in the recording database 1013. 【0056】 The automated telephone answering system 1 repeats the voice-recognized request and asks the customer for confirmation (S17). The automated telephone answering system 1 checks the contact person information database 1011 for the contact person who can handle the customer's request (S18) and confirms the existence of the contact person (S19). If the designated contact person specified by the customer is not available, or if there is no contact person who can handle the customer's request (S19: NO), the automated telephone answering system 1 conveys a synthesized voice message to the customer such as, "We are sorry, but the contact person is not available" (S20). 【0057】 The automated telephone answering system 1 determines, based on the customer selection obtained in step S12, whether the incoming call from the customer is specifying a particular person (a particular employee) or whether the customer wants to convey a message (S21). 【0058】 If a customer wishes to speak with a specific person (S21: Individual), the main telephone automated response system 1 delivers a synthesized voice message to the customer saying, "Press '1' if you wish to speak with someone else, or press '2' if you wish to be transferred to the telephone service representative" (S22). If the customer presses "1" (S22: Individual), the system proceeds to step S14 via connector A. If the customer presses "2" (S22: Service Representative), the main telephone automated response system 1 searches for the service representative by matching it with the person in charge information database 1011 (S23). 【0059】 If the customer only wants to convey their message (S21: Message), the main telephone automated response system 1 delivers a synthesized voice message to the customer such as, "If you would like to speak about other matters, press '1', or if you would like to be transferred to the telephone support representative" (S24). If the customer wishes to speak with the support representative (S24: Support), the main telephone automated response system 1 moves to step S23 and searches for the telephone support representative in the staff information database 1011 (S23). If the customer wishes to discuss other matters (S24: Other matters), the system moves to step S16 via connector B. 【0060】 Refer to Figure 10. The main telephone automated response system 1 executes the flowchart in Figure 10 if, in step S19 of Figure 9, there is a specific person in charge or a representative for the matter (S19: YES), or if, in step S23, the customer requests to be transferred to the telephone support representative. 【0061】 The automated telephone answering system 1 delivers a synthesized voice message to the customer, such as, "Excuse me, but who is this? Could you please tell me your name?" (S31). When the customer responds to this question and states their name, the customer's voice is recognized, converted into text, and saved as recorded data (S32). 【0062】 Furthermore, the main telephone automated response system 1 conveys a synthesized voice message to the customer, such as "Please state your request," and recognizes the customer's spoken voice, converts it to text, and stores it as recorded data (S33). 【0063】 The automated telephone answering system 1 plays a recorded voice message of the customer's name and purpose of call (S34), and then delivers a synthesized voice message to the customer asking if it is alright to transfer the call (S35). If the customer mispronounces their name or changes their mind (S35: NO), the system proceeds to step S44, described below. 【0064】 If a customer requests to be transferred to a specific person in charge or a representative for their matter (S35: YES), the automated telephone response system creates a transfer availability list 3 as shown in Figure 3 (S36), and sends the created transfer availability list 3 to the communication device 2A used by the specific person in charge, the communication device 2B used by the representative for their matter, and the communication device 2C used by the counter representative (S37). 【0065】 The main telephone automated answering system 1 sends the call forwarding availability list 3 to either communication device 2A or 2B, and then checks whether a call can be connected to that communication device 2A or 2B (S38). Hereafter, either communication device 2A or 2B may be abbreviated as communication device 2A or 2B. 【0066】 The automated telephone answering system 1 calls communication devices 2A, 2B, and 2C from a telephone line different from the one on which the customer's external call was received, to check if it is possible to make a call (S38). If communication devices 2A, 2B, and 2C are outside the telephone network coverage area or are powered off (S38:NG), the automated telephone answering system 1 informs the customer of this (S39). After that, the automated telephone answering system 1 proceeds to step 44. 【0067】 If it is confirmed that a call can be made to communication devices 2A, 2B, and 2C (S38: OK), the main telephone automated response system 1 determines whether it has received instructions from communication devices 2A, 2B, and 2C within the specified time (S40). If no instructions for a response are received from communication devices 2A, 2B, and 2C within the specified time (S40: NO), the main telephone automated response system 1 conveys a synthesized voice message to the customer such as, "We are currently contacting the person in charge, but it may take some time to get back to you," and proceeds to step S44. 【0068】 When the person in charge looks at the transfer availability list 3 and selects an answer instruction within the specified time (S40: YES), the main telephone automated answering system 1 determines whether an instruction has been given to transfer the incoming call from the customer to the communication devices 2A, 2B, or 2C (S41). 【0069】 If the system is instructed to forward the incoming call from the customer, as shown in response instruction 31 in Figure 3 (S41: YES), the automated telephone answering system 1 forwards the incoming call from the customer to the communication devices 2A, 2B, and 2C (S42) and terminates this process. 【0070】 In response to this, if the communication devices 2A, 2B, and 2C refuse to forward the incoming call from the customer (S41: NO), as shown in response instructions 32-34 in Figure 3, the automated telephone response system 1 converts the response instruction message selected by the person in charge into synthesized speech and conveys it to the customer. 【0071】 The response instructions can be modified as needed by the system administrator of the automated telephone answering system 1. Since the message text is converted into synthesized speech, the automated telephone answering system 1 can freely change the response instructions, making it user-friendly. 【0072】 In step 44, the automated telephone answering system 1 delivers a synthesized voice message to the customer, such as, "Press '1' to speak with another representative, or '2' to discuss other matters. To end this call, please hang up." 【0073】 According to this embodiment, a call forwarding availability list 3 indicating whether an incoming call from a customer to the main telephone line is to be sent to the communication devices 2A to 2C of the person in charge. The person in charge can then instruct an automated response to the customer simply by selecting one of the multiple response instructions shown in the call forwarding availability list 3. Therefore, the automated main telephone response system 1 of this embodiment can respond to customer calls appropriately and promptly, improving usability for both the person in charge and the customer. 【0074】 According to this embodiment, it is possible to handle not only calls to specific personnel but also calls regarding specific matters. In the main telephone automated response system 1, as shown in Figure 6, tasks and response priorities are set for each personnel. Therefore, when a customer calls without specifying a personnel name, the system can select a high-priority personnel from among those handling the customer's request and send a transfer availability list 3 to that personnel's communication device 2B. Thus, it is user-friendly for both customers and personnel. 【0075】 According to this embodiment, if a representative who has received the call forwarding availability list 3 is unable to answer a customer's call, they can simply select the "cannot forward" response instruction on the call forwarding availability list 3 to inform the customer that they are unable to answer the call. Therefore, even when in a meeting with another customer or out of the office, representatives can inform customers that they are unable to answer the call, making it convenient for representatives. Furthermore, the customer is informed of the representative's unavailability through a synthesized voice message, making it easy and convenient for the customer to understand. [Examples] 【0076】 A second embodiment will be described using Figure 11. In the following embodiments, including this embodiment, the differences from the first embodiment will be described in particular. Figure 11 is a flowchart corresponding to Figure 10. In this embodiment, if the person in charge who receives the transfer availability list 3 does not select a response instruction within a predetermined time (S40: NO), the main telephone automated response system 1 checks the person in charge's schedule or attendance record and notifies the customer of the result via a synthesized voice message (S50). 【0077】 The automated telephone answering system 1 in this embodiment is connected to a personnel management system (not shown). The personnel management system is, for example, a schedule management system or an attendance management system. The automated telephone answering system 1 may check the personnel's schedule, etc., immediately after connector C and communicate the result to the customer. 【0078】 This embodiment, configured in this way, also produces the same effects and benefits as the first embodiment. Furthermore, in this embodiment, the availability of the person in charge can be accurately communicated to the customer by checking the person in charge's schedule, thereby improving the user experience for the customer. [Examples] 【0079】 A third embodiment will be described based on Figure 12. Figure 12 is an example of a call forwarding availability list 3A used in this embodiment. In addition to the configurations 31 to 34 described in Figure 3, the call forwarding availability list 3A is provided with a free text section 35 that allows for response instructions in free text. The automated telephone response system 1 converts the text written in the free text section 35 into synthesized speech and transmits it to the customer. 【0080】 This embodiment, configured in this way, also produces the same effects as the first embodiment. Furthermore, in this embodiment, the person in charge who receives the transfer availability list 3A can input free text as a response instruction instead of a pre-prepared standard message and send it to the main telephone automated response system 1, enabling a more appropriate response and improving usability for both the person in charge and the customer. [Examples] 【0081】 A fourth embodiment will be explained using Figure 13. Figure 13 shows the process of tracking whether or not there is a call to the customer-side communication device 4. The call forwarding availability list 3B in this embodiment is provided with a button 36 for calling customers who have received calls on the main telephone line. The customer's telephone number is associated with the button 36, which acts as an "operation unit". 【0082】 If the person in charge who has received the transfer availability list 3 selects the response instruction 34 to call the customer back, the main telephone automated response system 1 stores the response instruction 34 selected by the person in charge (S101). 【0083】 When the person in charge presses the phone button 36, the calling application (not shown) is activated and dials the phone number associated with the phone button 36 (S102). This allows the person in charge to speak with the customer by phone. The fact that the phone button 36 on the call forwarding availability list 3B has been pressed is notified to the main telephone automated response system 1. The main telephone automated response system 1 detects that the person in charge has called the customer and compares it with the response instruction of the person in charge stored in step S101 (S104). 【0084】 Based on the results of the verification in step S104, the main telephone automated response system 1 does nothing if the instructions of the person in charge who replied that they would call back later have been followed. On the other hand, if the person in charge does not press the telephone button 36 after a predetermined time has elapsed, step S105, acting as the "follow-up request unit," selects a high-priority person from among the persons in charge of the matter and sends a message 7 requesting follow-up. The follow-up request message 7 includes, for example, the customer name, the date and time the call was received on the main telephone, the telephone number of the customer's communication device 4, the matter, and the name of the person in charge to whom the transfer availability list 3B was sent. The person in charge of the matter who receives the follow-up request message 7 contacts the customer's communication device 4 from the person in charge's communication device 2B. 【0085】 This embodiment, configured in this way, also provides the same effects and advantages as the first embodiment. Furthermore, in this embodiment, if the person in charge fails to contact the customer for any reason, another person in charge (the person representing the request) can contact the customer on their behalf and follow up with the person in charge. [Examples] 【0086】 A fifth embodiment will be explained using Figure 14. Figure 14 is a schematic diagram of the case where an automated telephone answering system is applied to a virtual office 8. A virtual office 8 is set up in a so-called virtual space, and the person in charge can work within the virtual office 8 via an avatar 81. When a call comes in from a customer to the main telephone line, a call forwarding availability list 3M is generated and delivered to the avatar 81 within the virtual office 8. The person in charge can contact the customer by operating a virtual telephone terminal 2M via the avatar 81. 【0087】 The system can analyze customer requests listed in the transfer eligibility list 3M, or the content of messages spoken by the representative via avatar 81, and change the appearance of avatar 81 (such as facial expressions) according to the analysis results. This allows other representatives to understand the representative's situation from the changes in avatar 81's appearance and provide support as needed. 【0088】 This embodiment, configured in this way, also produces the same effects as the first embodiment. In this embodiment, the automated telephone answering system 1 can be applied to the virtual office 8. 【0089】 It should be noted that the present invention is not limited to the embodiments described above. Those skilled in the art can make various additions and modifications within the scope of the present invention. The embodiments described above are not limited to the configuration examples shown in the accompanying drawings. The configuration and processing methods of the embodiments can be appropriately modified within the scope of achieving the objectives of the present invention. 【0090】 Furthermore, each component of the present invention can be arbitrarily selected or omitted, and an invention comprising the selected components is also included in the present invention. Moreover, the components described in the claims can be combined in combinations other than those explicitly stated in the claims. The embodiments described above can be combined as appropriate. [Explanation of Symbols] 【0091】 1: Automated telephone answering system, 2A-2C: Communication equipment, 3: Call forwarding availability list, 4: Customer-side communication equipment, 5: Public telephone network, 6: Data communication network, 7: Follow-up request message, 8: Virtual office

Claims

[Claim 1] A telephone answering system, When an incoming call is received from the originating device, a forwarding destination determination unit determines the forwarding destination device based on the information obtained from the originating device, A caller information acquisition unit that acquires information about the caller related to the aforementioned call source device, A request information acquisition unit that acquires the request details of the aforementioned caller, A predetermined message generation unit generates a predetermined message used in the forwarding destination device to determine whether or not to forward incoming calls from the originating device, based on the caller's information and the request information, and transmits the generated predetermined message to the forwarding destination device. A forwarding eligibility determination unit determines whether or not to forward an incoming call from the originating device to the forwarding device in accordance with instructions from the forwarding device that received the predetermined message. Equipped with, The predetermined message includes an operation unit for making a call to the originating device, and if the operation unit is not operated within a predetermined period after the predetermined message is sent to the forwarding device, a follow-up request unit is further provided to request another person in charge to communicate with the originating device. Telephone answering system. [Claim 2] The predetermined message may optionally include a response instruction to be sent to the originating device. The telephone answering system according to claim 1. [Claim 3] The aforementioned transfer destination devices are distinguished by business type, and priority is set within each business type. The telephone answering system according to claim 2. [Claim 4] The system monitors whether a response instruction from the destination device was received within a predetermined time after the predetermined message was sent to the destination device. The telephone answering system according to claim 1. [Claim 5] If the response instruction selected by the predetermined message is a text message, the transfer eligibility determination unit causes the automatic response unit to output the text message as audio to the originating device. The telephone answering system according to claim 1. [Claim 6] The transfer eligibility determination unit searches the schedule of the person in charge who will be using the transfer destination device determined by the transfer destination determination unit, and determines whether the person in charge is present or absent. If it determines that the person is absent, the automatic response unit outputs an audio message to the originating device to that effect. The telephone answering system according to claim 5. [Claim 7] A control method for a telephone answering system that answers incoming calls from an originating device, When an incoming call is received from the aforementioned originating device, the destination device is determined based on the information obtained from the originating device. The sender information related to the aforementioned sending device is acquired, Obtain the request of the aforementioned caller, The forwarding destination device generates a predetermined message used to determine whether or not to forward an incoming call from the originating device, based on the caller's information and the request information. The generated predetermined message is sent to the destination device. The system determines whether or not to forward the incoming call from the originating device to the forwarding device in accordance with the instructions from the forwarding device that received the predetermined message. The predetermined message includes an operation unit for making a call to the originating device, and if the operation unit is not operated within a predetermined period after the predetermined message is sent to the forwarding device, it requests another person in charge to communicate with the originating device. A method for controlling a telephone answering system.