JP7616766B2 - Information processing device, telephone system, extension number specifying method and program - Google Patents

Description

The present invention relates to an information processing device, a telephone system, an extension number identification method, and a program.

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

JP 2011-114476 A

However, the above-mentioned conventional technology does not allow for flexible changing of the terminal to be ringed depending on the status of the caller. For example, if the terminal to be ringed cannot be changed depending on the status of a customer when a call is received from a customer to a company's main number, there is a risk that an inappropriate terminal will be ringed, such as ringing the terminal of a sales representative (a person in charge of introducing new products) in response to a call from a customer who has already decided to purchase a product.

The disclosed technology aims to flexibly change the device that is to be alerted depending on the status of the caller.

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

The device that will be alerted can be flexibly changed depending on the status of the caller.

FIG. 1 is a diagram illustrating an example of an overall configuration of a telephone system. 1 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to a first embodiment; FIG. 11 is a diagram showing an example of extension number information. FIG. 4 is a diagram showing an example of customer information. FIG. 13 is a diagram showing an example of person in charge/customer status correspondence information. FIG. 11 is a sequence diagram illustrating an example of a flow of a call connection control process according to the first embodiment. FIG. 11 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to a second embodiment. FIG. 11 is a diagram illustrating an example of connection availability information. FIG. 11 is a sequence diagram illustrating an example of a flow of a call connection control process according to the second embodiment. FIG. 11 is a diagram illustrating an example of a functional configuration of a PBX and an information processing device according to a third embodiment. FIG. 13 is a sequence diagram illustrating an example of a flow of a call connection control process according to a third embodiment.

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

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

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

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

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

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

The responsible terminal 40 is a general term for terminals used by company personnel. Hereinafter, when distinguishing between the various terminals, they will be referred to as the first responsible terminal 40a, the second responsible terminal 40b, etc. The responsible terminal 40 has telephone functionality, such as a smartphone, and is assigned a unique extension number within an organization such as a company or department, and is capable of responding to call connection requests addressed to the assigned extension number. The responsible terminal 40 is a smartphone used through a so-called "smartphone extension service" or the like.

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

Below, examples 1, 2, and 3 of this embodiment will be described.

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

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

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

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

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

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

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

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

The transmission unit 24 transmits information indicating the extension number identified by the extension number identification unit 22 to the PBX 10.

The receiving unit 21 and the transmitting unit 24 are realized by a computing device such as a processor executing processes defined in one or more programs installed in the information processing device 20 to control the communication device.

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

Figure 3 is a diagram showing an example of extension number information. Extension number information 901 is information that indicates the extension number for each person in charge, and includes items such as the extension number, the person in charge's name, the team in charge, and the priority within the team.

The value of the item "Extension Number" is the extension number of the responsible terminal 40 used by each responsible person.

The value of the "Contact Name" field is the name of each contact person.

The value of the "Team in charge" field is the name of the team to which each person in charge belongs. Each person in charge belongs to a team that is categorized according to their role. Note that while an example is shown here in which each person in charge belongs to one team, they may belong to multiple teams.

The value of the "Team Priority" item is the priority of each person within the team. The extension number is identified according to this priority.

Figure 4 shows an example of customer information. Customer information 902 is information about a customer, and includes items such as customer number, customer status, and designated person in charge name.

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

The value of the "Customer Status" item indicates the state of each customer. The possible values of the "Customer Status" item are predefined, such as "New Customer" or "Product Already Purchased," and are updated from time to time according to the customer's purchasing behavior, etc.

The value of the "Designated Contact Name" field is the name of the contact designated by each customer, or the name of the contact designated by the customer to be in charge. When a call is received from a customer for which a value is specified in the "Designated Contact Name" field, the extension number of the contact person whose name is specified in the "Designated Contact Name" field will be called, regardless of the customer's status.

Figure 5 shows an example of staff member/customer status correspondence information. Staff member/customer status correspondence information 903 is information that specifies the correspondence between the customer's status and the staff member's team. Staff member/customer status correspondence information 903 includes the following items: customer status, staff member team, and priority.

The value of the item "customer status" corresponds to the value of the item "customer status" in customer information 902.

The value of the item "Responsible Team" is a value that corresponds to the item "Responsible Team" of extension number information 901, and is a value assigned to each "Customer Status". For example, the value "New Customer" of the item "Customer Status" corresponds to the value "Sales Representative (Product Introduction)" of the item "Responsible Team". These correspondences are set in advance, taking into consideration which responsible team is appropriate to handle the customer depending on the customer's status.

The value of the "Priority" item indicates which team will be given priority when multiple "Team in Charge" items correspond to the same "Customer Status" item.

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

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

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

The following describes the actual call connection control process, assuming that the extension number information 901 and customer information 902 have been stored in the storage unit 23 through pre-processing. Note that the person in charge/customer status correspondence information 903 is assumed to have been set during the design stage of the telephone system 1.

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

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

Specifically, the extension number identification unit 22 refers to the customer information 902 and determines whether a value is set in the "designated person in charge name" field for the customer that corresponds to the customer number.

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

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

Then, the extension number identification unit 22 identifies the highest priority value among the values of the item "Responsible Team" corresponding to the value of the identified item "Customer Status" from the staff/customer status correspondence information 903. For example, the extension number identification unit 22 identifies "Support Staff (Fee Explanation)" which has the highest priority among "Support Staff (Fee Explanation)" and "Support Staff (Function Explanation)" which are the values of the item "Responsible Team" corresponding to the customer status "Not Registered" shown in FIG. 5.

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

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

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

According to the telephone system 1 of the first embodiment, calls to a company's main number can be connected to a terminal used by a person in charge according to the status of the calling customer. This allows customers to avoid being passed around from one call to another, improving customer satisfaction. In addition, companies can avoid the unnecessary hassle of having to transfer calls.

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

Figure 7 is a diagram showing an example of the functional configuration of a PBX and an information processing device according to the second embodiment. The PBX 10 according to the second embodiment has a configuration in which a connection availability determination unit 13 and a storage unit 14 are added to the PBX 10 according to the first embodiment.

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

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

When the receiving unit 21 receives a notification from the PBX 10 that a connection cannot be made to a specified extension number, the extension number identifying unit 22 of the information processing device 20 according to the second embodiment excludes the specified extension number and identifies an extension number that should respond to a call from a customer.

Figure 8 is a diagram showing an example of connection availability information. Connection availability information 904 includes items such as extension number and connection availability.

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

The value of the "Connection Possible" item indicates whether or not a connection can be made to the extension number.

Figure 9 is a sequence diagram showing an example of the flow of a call connection control process according to the second embodiment.

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

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

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

When the receiving unit 21 of the information processing device 20 receives a request to identify an extension number and a notification that the identified extension number cannot be connected, the extension number identifying unit 22 identifies the extension number again (step S304). Here, the extension number identifying unit 22 excludes the extension number identified in step S203 and identifies the extension number with the highest priority. Therefore, the extension number identifying unit 22 stores the history of identified extension numbers in the memory unit 23.

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

In addition, if multiple personnel are identified as the responsible team in step S203, the extension number identification unit 22 identifies, in step S304, the extension number of a personnel who is one level lower in priority within the team than the personnel identified in step S203.

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

In this way, the extension number identification unit 22 identifies extension numbers other than the extension number identified in step S203. The transmission unit 24 transmits extension number information indicating the identified extension number to the PBX 10 (step S305).

When the extension number acquisition unit 12 of the PBX 10 acquires the extension number information, the connection availability determination unit 13 refers to the connection availability information 904 and determines whether or not a connection can be made to the extension number indicated by the acquired extension number information (step S306).

If the connection possibility determination unit 13 determines that the connection is possible, the call connection control unit 11 transmits a call connection request to the terminal 40 in charge of the extension number (e.g., the first terminal 40a) (step S307). If the connection possibility determination unit 13 determines that the connection is not possible in step S306, the process from step S303 onwards is repeated. At that time, the extension number identification unit 22 of the information processing device 20 identifies the extension number with the highest priority from among the extension numbers excluding all extension numbers identified so far, in the same manner as in the process of step S304 described above. The number of repetitions may be limited to a predetermined upper limit.

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

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

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

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

Fig. 11 is a sequence diagram showing an example of the flow of the call connection control process according to the third embodiment. In the call connection control process according to the third embodiment, in step S203 of the call connection control process according to the first embodiment, the extension number identification unit 22 identifies an extension number including a connection possibility determination. That is, the extension number identification unit 22 identifies an extension number to respond to based on the customer's status from among the extension numbers (such as extension numbers "0002" and "0003" in Fig. 8) for which the value of the item "Connection possibility" in the connection possibility information 904 is "Connection possible".

According to the telephone system 1 of the third embodiment, for an incoming call to a main number, an extension number is determined according to the status of the calling customer, taking into consideration whether or not the call can be connected. Compared to the telephone system 1 of the second embodiment, the amount of communication between the PBX 10 and the information processing device 20 that occurs until the extension number is determined can be reduced.

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

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

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

Also, a learning model that matches the customer's condition with the responsible team may be constructed by machine learning, and the extension number identification unit 22 may use the constructed learning model to identify the responsible team. In this case, training data may be generated based on feedback from the customer, and the accuracy of the learning model may be improved using the generated training data.

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

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

In this way, the identifier for identifying a customer may be appropriately selected depending on the industry or business type.

In addition, in this embodiment, a company is an example of a call recipient, and a customer is an example of a call originator. The scope of the present invention is not limited to this, and can be widely used as a technology for identifying an extension number for an incoming call depending on the status of the call originator.

1 Telephone system 10 PBX
REFERENCE SIGNS LIST 11 Call connection control unit 12 Extension number acquisition unit 13 Connection availability determination unit 14 Storage unit 20 Information processing device 21 Receiving unit 22 Extension number identification unit 23 Storage unit 24 Transmitting unit 30 Customer terminal 40 Responsible terminal

Claims (7)

a receiving unit for receiving identification information for identifying a call originator from a telephone exchange;
an extension number specification unit that specifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information;
a transmitting unit that transmits information indicating the identified extension number to the telephone exchange ;
The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information.
Information processing device. when the receiving unit receives from the telephone exchange a designation indicating that the specified extension number cannot be connected, the extension number designating unit excludes the designated extension number and designates an extension number that should respond to the call from the call source;
The information processing device according to claim 1 . the extension number specification unit specifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information, from among connectable extension numbers based on information indicating whether or not a connection can be made to the extension number;
The information processing device according to claim 1 . The call is from the originating customer to a main number of a company ,
the extension number identification unit identifies an extension number of a person in charge of the responsible team based on information indicating the status of the customer of the call origin and information indicating a correspondence between the customer's status and a responsible team of the company;
The information processing device according to claim 1 . A telephone system including a telephone exchange and an information processing device that can communicate with each other,
The telephone exchange includes:
an extension number acquisition unit that transmits a caller number notified by an incoming call to a main number to the information processing device to request identification of an extension number, and acquires information indicating the identified extension number;
a call connection control unit that transmits a call connection request to a terminal having an extension number indicated in the information acquired by the extension number acquisition unit;
The information processing device includes:
a receiving unit for receiving the caller number from the telephone exchange;
an extension number identification unit that identifies an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the caller number ;
a transmitting unit that transmits information indicating the identified extension number to the telephone exchange ;
The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information.
Telephone system. 1. A computer-implemented method comprising:
receiving identification information from a telephone exchange for identifying the origin of the call;
identifying an extension number that should respond to a call from the caller based on information indicating a state of the caller identified by the identification information;
transmitting information indicating the identified extension number to the telephone exchange ;
The information indicating the state is a value that changes depending on the purchasing behavior of the customer who is the source of the information.
How to identify the extension number. A program for causing a computer to function as each unit of an information processing device according to any one of claims 1 to 4.

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