JP7685977B2 - HISTORY DISPLAY CONTROL METHOD, HISTORY DISPLAY METHOD, HISTORY DISPLAY CONTROL DEVICE, TERMINAL DEVICE, AND PROGRAM - Google Patents

Description

The present invention relates to telephone communication technology, and in particular to technology for displaying history.

There is a known technology that automatically transfers a call made from a terminal device (e.g., a customer inquiry call, etc.) to a specific terminal device (e.g., the phone of a person in charge, etc.). There is also a known technology that automatically transfers a transferred call to another terminal device if the transferred call is not answered. This makes it possible to automate the transfer of calls and realize optimal telephone communication (see, for example, non-patent document 1, etc.).

"Resolve the issue of call forwarding with automatic call forwarding! RING x LINK", [online], July 4, 2022, NTT Technocross Corporation, [searched July 7, 2022], Internet <https://www.ntt-tx.co.jp/products/ring-x-link/>

However, when a call is forwarded to multiple terminal devices, it may not be possible to know the response result, such as who answered the call or whether the call was answered at all. In such cases, it is necessary to check the response result for the call separately, which is inefficient. This problem is prominent in environments where it is not possible to directly grasp the status of other terminal devices to which the call has been forwarded, such as remote work or free address offices. However, this problem is not limited to environments where it is not possible to directly grasp the status of other terminal devices to which the call has been forwarded, but is common to all environments in which calls are forwarded to multiple terminal devices.

In light of this, we provide technology that allows you to efficiently check the response result to a call even when the call is forwarded to multiple terminal devices.

A number of response histories and no-answer histories for a number of calls made to a specific destination and forwarded to a number of terminal devices are stored, and visual information including these number of response histories and no-answer histories is sent to the number of terminal devices. These number of terminal devices collectively display the visual information including the number of response histories and no-answer histories sent.

This allows you to efficiently check the response to a call even if the call is forwarded to multiple terminal devices.

FIG. 1 is a diagram illustrating the configuration of a telephone communication system according to an embodiment. FIG. 2 is a diagram illustrating the functional configuration of the PBX device, the information processing device, and the history display control device of the embodiment. Fig. 3A is a diagram illustrating an example of extension number information, Fig. 3B is a diagram illustrating an example of registered customer information, and Fig. 3C is a diagram illustrating an example of person in charge information. FIG. 4 is a sequence diagram illustrating the processing of the communication system according to the embodiment. FIG. 5 is a sequence diagram illustrating the processing of the communication system according to the embodiment. FIG. 6 is a sequence diagram illustrating the transfer history process. FIG. 7 is a diagram illustrating the history information. Fig. 8A is a diagram illustrating an example of history display control information, and Fig. 8B is a diagram illustrating an example of visual information including a transfer history being displayed. 9A and 9B are diagrams illustrating an example of how visual information including a transfer history is displayed. 10A and 10B are diagrams illustrating how visual information including a transfer history is displayed. 11A and 11B are diagrams illustrating an example of how visual information including a transfer history is displayed. FIG. 12 is a sequence diagram illustrating the response history processing and the non-response history processing. FIG. 13 is a sequence diagram illustrating the response history processing and the non-response history processing. FIG. 14 is a diagram illustrating the history information. 15A and 15B are diagrams illustrating an example of visual information including a response history and a non-response history being displayed. 16A and 16B are diagrams illustrating an example of visual information including a response history and a non-response history being displayed. 17A and 17B are diagrams illustrating an example of visual information including a response history and a non-response history being displayed. Fig. 18A is a diagram illustrating a state in which visual information including a response history and a non-response history is displayed. Fig. 18B is a diagram illustrating a state in which visual information including a forwarding history corresponding to the non-response history is displayed.

The following describes an embodiment of the present invention with reference to the drawings.

[First embodiment]
In the first embodiment, visual information including a call forwarding history of a call that is made to a specific destination and forwarded to one or more first terminal devices is displayed on a second terminal device to which the call is further forwarded. However, the second terminal device displays the visual information when performing a calling operation in response to the call. In this embodiment, an example will be described in which a customer (caller, call originator) makes a call (telephone call) to a company's main number (specific destination), the call is forwarded to a first terminal device of one or more staff members (users), and the call is further forwarded to a second terminal device of another staff member (user). Here, the main number refers to one telephone number that is determined as a representative of two or more telephone numbers (outside line numbers) in an organization such as a company or department. In addition, a staff member refers to a person who is engaged in a job that requires answering the phone calls of customers to the main number, such as a sales representative or a staff member at a product inquiry desk. 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.

<Telephone Communication System>
As illustrated in FIG. 1, the telephone communication system 1 of this embodiment has customer terminal devices 110-1, ..., 110-M, responsible 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, which are communicatively connected to each other via a communication network 170 including the Internet, a public line network, etc.

<Customer terminal device and staff terminal device>
In this embodiment, the customer terminal devices 110-1, ..., 110-M are terminal devices used by customers. Hereinafter, each of the customer terminal devices 110-1, ..., 110-M will be referred to as a customer terminal device 110-m. Here, M is an integer equal to or greater than 1, and m=1, ..., M is satisfied. In addition, the customer terminal devices 110-1, ..., 110-M will be collectively referred to as a customer terminal device 110. The customer terminal device 110 in this example is a device equipped with a telephone function, such as a smartphone.

In this embodiment, the responsible terminal devices 120-1, ..., 120-N (first terminal device, second terminal device) are terminal devices used by the responsible person (user). In the following, each of the responsible terminal devices 120-1, ..., 120-N is expressed as the responsible terminal device 120-n. However, N is an integer equal to or greater than 1, and satisfies n = 1, ..., N. The responsible terminal devices 120-1, ..., 120-N are collectively expressed as the responsible terminal device 120. The responsible terminal device 120 is, for example, a device equipped with a telephone function such as a smartphone. The responsible terminal device 120 in this example is assigned a unique extension number within a certain organization such as a company or department. The responsible terminal device 120 can respond (receive) to a call connection request addressed to 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.

Note that the customer terminal device 110 and the responsible terminal device 120 are not limited to smartphones, but may be, for example, a tablet terminal device with telephone functionality, a wearable device, a PC (personal computer), etc.

<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 in response to a call connection request (including customer information) given when a call is made to a main number, the PBX device 140 acquires the extension number of the call transfer destination and transfers the call to the responsible terminal device 120 of the acquired extension number (sends the 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).

<Information processing device>
As illustrated in Figure 2, the information processing device 150 of this embodiment has a receiving unit 151, an extension number identification unit 152, a memory unit 153, and a transmitting unit 154, and in response to a request from the PBX device 140 to determine an extension number, determines the extension number to which the call will be transferred, and returns information representing the determined extension number to the PBX device 140.

<History display control device>
2, the history display control device 160 of this embodiment has a receiving unit 161, a history processing unit 162, a storage unit 163, a generating unit 164, and a transmitting unit 165. The history display control device 160 stores the forwarding history of calls made to each main number (specific destination) and forwarded to one or more responsible terminal devices 120 (first terminal devices), and generates and outputs history display control information α for displaying visual information including these forwarding histories on another responsible terminal device 120 (second terminal device) to which the call is further forwarded.

<Pre-processing>
In this embodiment, in the pre-processing, extension number information 1531, registered customer information 1532, and person in charge information 1533 are stored in the storage unit 153 (FIG. 2) of the information processing device 150.

The extension number information 1531 is information for identifying 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 shown in FIG. 3A includes the following items: "extension number", "person in charge name", "location", "responsible team", and "internal team priority". The value of the item "extension number" is the extension number of the responsible terminal device 120. The value of the item "person in charge name" is the name of the person in charge. The value of the item "location" is the name of the place where the person in charge performs his/her work. The value of the item "responsible team" is the name of the team to which the person in charge belongs. The team is a group divided according to the role, such as sales person (product introduction), support person (function explanation, fee explanation), and management person. Each person in charge 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 "internal team priority" is the priority of each person in the responsible team. The extension numbers are identified according to this priority. The same priority may be assigned to multiple people in the team. The extension numbers of multiple people may be identified according to this priority.

The registered customer information 1532 is the registration information of the customer. An example of the registered customer information 1532 is shown in FIG. 3B. The registered customer information 1532 shown in FIG. 3B includes the following items: "customer number", "customer status", and "designated person in charge name". The value of the "customer number" item is a number for identifying each customer. The value of the "customer number" item functions as an identifier for identifying a customer. The value of the "customer number" item is, for example, a telephone number, but it does not have to be a telephone number as long as it can identify the customer. The value of the "customer status" item is a value that indicates the status of each customer. The possible values of the "customer status" item are predetermined, such as "new customer", "product purchased", etc., and are updated as necessary according to the purchasing behavior of the customer. The value of the "designated person in charge name" item is the name of the person in charge designated by each customer, or the person in charge designated by the customer to be in charge. For an incoming call from a customer for which a value is specified for the "designated person in charge name" item, the extension number of the person in charge whose name is indicated by the value of the "designated person in charge name" item is called regardless of the customer's status.

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

<Operation>
On the assumption that the above pre-processing has been carried out, the operation of the telephone communication system 1 of this embodiment will be described.
4 and 5, when a certain customer terminal device 110-m calls a certain main number, a call connection request is sent to the PBX device 140. The call connection request in this embodiment includes customer information that is automatically obtained when the customer terminal device 110-m makes a call. Here, as an example, a case will be described in which the customer information includes the telephone number of the customer terminal device 110-m obtained by caller ID notification and the main number that the customer terminal device 110-m made a call to (step S101).

The call connection control unit 141 of the PBX device 140 (Figure 2) accepts a call connection request (including customer information) from the customer terminal device 110-m. The call connection control unit 141 sends processing information related to the call connection request from the customer terminal device 110-m (hereinafter referred to as "call processing information") to the history display control device 160. The history display control device 160 generates and stores a new record (hereinafter referred to as "incoming call record 1631a") based on this call processing information (incoming call history processing). For example, the call connection control unit 141 of the PBX device 140 (Figure 2) sends this call processing information to the history display control device 160. Examples of call processing information include the telephone number of the customer terminal device 110-m, the main number called by the customer terminal device 110-m, and the time of the call arrival at the call connection control unit 141 (call arrival time). The processing information related to the call 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 the processing information related to the call. For example, as illustrated in FIG. 7, the history processing unit 162 sets the telephone number of the customer terminal device 110-m included in the processing information related to the call as the value of the item "customer number", the main number called by the customer terminal device 110-m as the value of the item "main number", the time of the call arrival at the call connection control unit 141 as the value of the item "time", and the processing content ("incoming call") as the value of the item "history", and adds a new incoming call record 1631a to which these are associated to the history information 1631. For example, if the telephone number of the customer terminal device 110-m is "09012345678", the main number called by the customer terminal device 110-m is "0311112222", and the time of the call arrival in 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 "main number", "2022.5.20 13:00:00" as the value of the item "time", and "incoming call" as the value of the item "history", and adds a new incoming call record 1631a to which these are associated, to the history information 1631 (incoming call history processing: step S102).

Returning to Figures 4 and 5, the call connection control unit 141 of the PBX device 140 (Figure 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.

For example, the extension number acquisition unit 142 transmits an extension number identification request to the information processing device 150, requesting the identification of an extension number corresponding to the customer information. The extension number identification request includes this customer information. The extension number identification request is received by the receiving 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, the registered customer information 1532, and the person in charge information 1533 stored in the memory 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 or not a value is set in the customer's item "designated person in charge name" corresponding to the value of the item "customer number" corresponding to the telephone number included in the customer information. Here, when the extension number identification unit 152 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 1531. For example, in the case of a customer with customer number "09022222223" as shown in FIG. 3B, the extension number identification unit 152 determines that the designated person in charge name "a" has been set, and identifies the extension number "0001" that corresponds to the person in charge name "a" as shown in FIG. 3A.

In addition, when the extension number identification unit 152 determines that no value is set in the item "designated person in charge name", it refers to the registered customer information 1532 and identifies the value of the item "customer status" of the customer that corresponds to the value of the item "customer number" corresponding to the telephone number included in the customer information. For example, in the case of a customer with customer number "09022222222" shown in FIG. 3B, the extension number identification unit 152 determines that a value is not set in the corresponding item "designated person in charge name", and identifies the value of the corresponding item "customer status" as "new customer". Note that the extension number identification unit 152 may identify the value of the item "customer status" as "unregistered" if there is a customer number that is not registered in the registered customer information 1532. The extension number identification unit 152 identifies the highest priority value among the values of the item "responsible team" that corresponds to the identified value of the item "customer status" from the responsible information 1533. For example, the extension number identification unit 152 identifies "support staff (fee explanation)" with the highest priority among "support staff (fee explanation)" and "support staff (function explanation)" which are values of the item "responsibility team" corresponding to the customer status "new customer" shown in FIG. 3C. Next, the extension number identification unit 152 identifies the extension number of the person with the highest priority within the team among the people who belong to the identified responsibility team from the extension number information 1531. For example, the extension number identification unit 152 identifies the extension number "0003" of the person with the highest priority within the team among the people "d" and "e" who belong to the responsibility team "support staff (fee explanation)" shown in FIG. 3A. As described above, when multiple people are given the same priority, the extension numbers of multiple people may be identified.

The extension number identification unit 152 (FIG. 2) sends extension number information representing the identified extension number to the transmission unit 154. The transmission unit 154 sends 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). Here, j is an integer of 1 or more representing the number of forwardings, and the initial value of j is j=1.

The call connection control unit 141 transmits a call connection request to the terminal device 120-n(j) (first terminal device) in charge of the extension number indicated in the extension number information sent. That is, the call connection control unit 141 transfers the call to the terminal device 120-n(j) (first terminal device) in charge. Here, n(j)∈{1,...,N}. Preferably, n( _{j1 )} ≠n(j2 ₎ for integers _j1 , j2 that are 1 or _greater and satisfy j1≠ _j2 . 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).

The responsible terminal device 120-n(j) receives the transmitted call connection request. In other words, the transferred call is received at the responsible terminal device 120-n(j). This causes the responsible terminal device 120-n(j) to ring. Ringing is a call action in response to a call, and is an action to notify the person in charge (user) using the responsible terminal device 120-n(j) that a call is coming in by, for example, sound, vibration, blinking light, music, display of symbols or characters, or a combination of these. In addition to ringing, 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 an LCD display. Here, when the call is received at 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) sends a 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 reasons why the call cannot be received include the person in charge being absent (absent), the person in charge being in a meeting (in a meeting), the person in charge being on another call (on call), etc. These reasons may be set in the responsible terminal device 120-n(j) or may be stored in another database. Alternatively, when the call is not received even if the responsible terminal device 120-n(j) rings for a predetermined time or more, the reason why the call cannot be received may be set to "absent" (step S105-j).

The call connection control unit 141 of the PBX device 140 (Figure 2) receives a call connection request from the responsible terminal device 120-n(j) and transmits processing information related to the call forwarding history 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 forwarding history on the responsible terminal device 120 (second terminal device) to which the call is further forwarded (forwarding history processing: step S106-j).

For example, as illustrated in FIG. 6, the call connection control unit 141 transmits processing information related to the call forwarding history to the history display control device 160. Examples of processing information related to the forwarding 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 forwarded (e.g., "0003"), the forwarding time when the call was forwarded 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) cannot receive the call (e.g., "absent"). The processing information related to the forwarding history is received by the receiving unit 161 of the history display control device 160 and sent to the history processing unit 162 (steps S106a-j).

The history processing unit 162 updates the history information 1631 stored in the memory unit 163 based on the processing information related to the received forwarding history. That is, the history processing unit 162 stores in the memory unit 163 the forwarding history of a call that was made to a specific destination and forwarded to one or more responsible terminal devices 120 (first terminal devices). For example, the history processing unit 162 identifies the most recent record from the history information 1631 (Figure 7) in which the value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (for example, "09012345678"), and stores the call forwarding history in a new record (hereinafter referred to as "forwarding record 1631b") next to the identified record. For example, next to the identified record, the history processing unit 162 adds a transfer record 1631b in which the values of the items "customer number" and "main number" are the same as those of the 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 for not being able to answer the call (e.g., "absent"), the processing content ("transfer"), and the time required for the transfer (e.g., "10 seconds"). The time required for the transfer is calculated from the information stored in the column of the item "time" (step S106b-j).

Furthermore, the generating 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 forwarding history represented by the forwarding record 1631b added in step S106-j on the responsible terminal device 120 (second terminal device) to which the call is further forwarded. For example, the generating unit 164 generates history display control information α for displaying visual information including information represented by the incoming call record 1631a and forwarding record 1631b added to the history information 1631 in steps S102, S106-1, ..., S106-j. The incoming call record 1631a and forwarding 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 most recent forwarding (the history of forwarding from the first incoming call to the time before the call was answered or disconnected). For example, the generating unit 164 generates history display control information α for displaying visual information including the value of the item "customer number" (e.g., "09012345678") (FIG. 7) of the incoming call record 1631a added in step S102, the corresponding customer name (e.g., "Mr. A"), the value of the item "time" (e.g., incoming call time "2022.5.20 13:00:00"), the forwarding destination (e.g., "Tokyo Head Office") corresponding to the value of the item "forwarding extension number" of the forwarding record 1631b added in steps S103-1, ..., S106-j, and the time required for forwarding (e.g., "10 seconds") among the values of the item [History]. The generating unit 164 may use a correspondence table held by itself or an external database to identify information corresponding to the history information 1631 (e.g., the customer name corresponding to the value of the item "customer number" and the forwarding destination corresponding to the value of the item "forwarding extension number"). The generating unit 164 sends the generated history display control information α to the transmitting unit 165 (step S106c-j). The transmitting unit 165 transmits the history display control information α to the PBX device 140 (step S106d-j).

Returning to Figures 4 and 5, steps S103-j, S104-j, S105-j, and S106-j are repeated with j+1 as the new j until the forwarded call is answered or disconnected. However, in the new step S103-j, it is preferable for the extension number identification unit 152 to identify a new extension number by excluding the extension numbers identified in the previous steps S103-1, ..., S103-(j-1). If a value has been set in the item "designated person in charge name" (if a person in charge has been designated), the extension number identification unit 152 may consider that no value has been set in the item "designated person in charge name" and identify a new extension number. In addition, in the new step S104-j, when the call connection control unit 141 transfers the call connection request (transfers the call) to the responsible terminal device 120-n(j) (second terminal device) of the extension number indicated in the extension number information, it also transfers the history display control information α generated in step S106c-(j-1). The responsible terminal device 120-n(j) receives the transferred call and also receives the transferred history display control information α. The responsible terminal device 120-n(j) rings in response to the received call (performs a calling operation in response to the received call), and at that time, displays visual information 1200 based on the received history display control information α on the display unit of the responsible terminal device 120-n(j). FIG. 8A illustrates an example of the history display control information α, and FIG. 8B illustrates an example of the visual information 1200 based on the history display control information α of FIG. 8A. The history display control information α in this example includes the value of the item "customer number" of 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., incoming call time "2022.5.20 13:00:00"), the forwarding destination corresponding to the value of the item "forwarding extension number" (e.g., "Tokyo Head Office"), and the time required for forwarding (e.g., "10 seconds") among the values of the item [History]. The visual information 1200 illustrated in FIG. 8B visually displays these values included in the history display control information α. This allows the person using the responsible terminal device 120-n(j) to understand the forwarding history of the call that was received before answering the call, and to prepare for the telephone call.

As illustrated in FIG. 4, when the call transferred in step S104-J 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), where n(J)∈{1, ..., N} (step S107). On the other hand, as illustrated in FIG. 5, if the call transferred in step S104-J is not received by the responsible terminal device 120-n(J) and the customer terminal device 110-m disconnects the call (hangs up the phone), the process ends without establishing a call connection (step S108).

<Features of this embodiment>
In this embodiment, visual information including the transfer history of a call that was made to a specific destination and transferred to the responsible terminal device 120-n(1), ..., 120-n(j-1) (single or multiple 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 when making a call in response to the call. This allows the responsible person (user) who uses the responsible terminal device 120-n(j) (second terminal device) to know the details of the incoming call before accepting it and to prepare for telephone response. As a result, the user can optimally respond to the telephone. For example, in the case of the visual information 1200 illustrated in FIG. 8B, the responsible person can know the transfer path of the call and the time required for the transfer, and can estimate the degree to which the customer is dissatisfied with the telephone response. For example, the more the number of transfers is, or the longer the time required for the transfer is, the more likely the customer is dissatisfied with the telephone response. In the visual information 1200 illustrated in FIG. 8B, the destinations (e.g., "Tokyo Head Office", "Yokohama Branch Office", "At Home (Sales 1)", "At Home (Sales 2)", etc.) of the responsible terminal devices 120-n(1), ..., 120-n(j-1) (single or multiple first terminal devices) to which the calls are transferred 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 call route), the number of transfers, the length of time required for transfer, etc. In addition, the visual information 1200 illustrated in FIG. 8B visually represents the time required for each call transfer (e.g., "10 seconds", "5 seconds", "5 seconds"), so that the person in charge can easily understand the degree of dissatisfaction that the customer feels with the telephone response. As a result, the person in charge can perform more appropriate telephone response.

[Modification 1 of the First Embodiment]
The visual information 1200 illustrated in FIG. 8B includes the value of the item "customer number" (e.g., "09012345678") of the history information 1631 (FIG. 7), the corresponding customer name (e.g., "Mr. A"), the value of the item "time" (e.g., incoming call time "2022.5.20 13:00:00"), the forwarding destination (e.g., "Tokyo Head Office") corresponding to the value of the item "forwarding extension number", and the time required for forwarding the item [history] (e.g., "10 seconds"). However, as illustrated in FIG. 9A, the visual information 1200 does not need to include the forwarding time in the value of the item "time". Even in such a case, a user who uses the responsible terminal device 120-n(j) (second terminal device) can guess the degree to which the customer is dissatisfied with the telephone response from the displayed incoming call time (e.g., "2022.5.20 13:00:00"). In some cases, even if the visual information 1200 does not include any value for the item "time", the person in charge may be able to handle the call appropriately. In such cases, the visual information 1200 does not need to include a value for the item "time". Values that are not included in the visual information 1200 may be omitted from the history information 1631 in the storage unit 163.

As shown in FIG. 9B, the visual information 1200 may also show the amount of time (e.g., "23 seconds") that has elapsed since the time of the call (the time the call was received at the specific destination). This allows the person using the responsible terminal device 120-n(j) (second terminal device) to guess at a glance how dissatisfied the customer is with the telephone response from the displayed elapsed time.

[Modification 2 of the First Embodiment]
The visual information 1200 may include information that visually represents "support information" which is at least any of the following: the attributes, classification, or status of the caller (customer), the attributes, classification, or status of the user (personnel) of the responsible terminal device 120-n(1), ..., 120-n(j-1) (first terminal device), and the eligibility, priority, or position of the user (personnel) of the responsible terminal device 120-n(j) (second terminal device).

Examples of attributes, classifications, or status of the caller (customer) include the caller's (customer's) customer number (customer's telephone number, identification number, etc.), name, age, sex, nationality, residence, occupation, purchase history, customer status (new customer, product already purchased, not registered, etc.), main number called, purpose/reason for calling, contact, name of designated person in charge, number of calls made to the same main number or multiple main numbers, number of calls made to the same main number or multiple main numbers per unit time, etc. By displaying such information, the person in charge can understand the customer's situation before answering the call and can handle the phone more appropriately. In addition, if the main number is a specific destination assigned to a specific jurisdiction (such as Tokyo or Osaka), displaying such a main number or a name representing the main number (such as "Osaka branch") (information visually representing the jurisdiction) can improve telephone handling in hybrid work, etc. In other words, by displaying such information, the person in charge can know in which jurisdiction the customer is located, and can handle the phone call for the customer in that jurisdiction even if the call is transferred to a different area. This allows the person in charge to properly handle the phone call for the customer in the jurisdiction no matter where he or she is working. This effect can be obtained not only by displaying the main number or a name representing the main number, but also by visually displaying the jurisdiction corresponding to the main number. For example, the same effect can be obtained even if the color, movement, character size, etc. of the visual information 1200 is different for each jurisdiction.

Examples of the attributes, classification, or status of the user (person in charge) of the responsible terminal device 120-n(1), ..., 120-n(j-1) (first terminal device) include the person in charge's name, the responsible team to which the person in charge belongs (sales person, support person (fee explanation), support person (function explanation), management person, etc.), the priority of the responsible team, the person in charge's priority within the team, whether the person in charge is a designated person or not, the current status of the person in charge (absent, in a meeting, handling a call, etc.), the current location of the person in charge (GPS information, etc.), etc. By displaying such information, the person in charge can know in more detail how the call was transferred before answering the call and can handle the phone call more appropriately.

The suitability, priority or status of the user (person in charge) of the responsible terminal device 120-n(j) (second terminal device) for a call is the responsible team to which they belong (sales representative, support representative (fee explanation), support representative (function explanation), management representative, etc.), the priority within the team, whether they are the designated person or not, etc. By displaying such information, the person in charge can know the degree to which they need to handle the call before answering it, and can decide whether to handle the call even if it means prioritizing other work. As a result, the company or organization as a whole can handle calls appropriately.

Specific examples of visual information 1200 are shown below. For example, as shown in FIG. 10A, visual information 1200 may indicate that customer A has "purchased a product," that the number of calls ("number of calls") has been three, the team (support staff (function explanation)) to which the person in charge of using the terminal devices 120-n(1), ..., 120-n(j-1) belongs, their current status (absent, in a meeting, currently handling a call, etc.), or that the person in charge of using the terminal device 120-n(j) (second terminal device) is in a position to provide "support staff (function explanation)."

For example, as illustrated in FIG. 10B, visual information 1200 may indicate that the main number called by customer A belongs to the "Osaka branch," that a certain staff member using one of the responsible terminal devices 120-n(1), ..., 120-n(j-1) is a "designated staff member," that a certain staff member has a "priority level" of 1, and that a staff member using the responsible terminal device 120-n(j) (second terminal device) has a "priority level" of 2.

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

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 acquire at least a part of the support information, and the history display control device 160 may generate the history display control information α using the support information and the history information 1631. In this case, for example, when a call is made from the customer terminal device 110-m to the main number, the customer terminal device 110-m is connected to the IVR device 130. The IVR device 130 performs an automatic response process between the connected customer terminal device 110-m, acquires the support information input (for example, by button input or voice input) at 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 sent support information in the storage unit 163 as part of the history information 1631.

[Modification 3 of the First Embodiment]
The degree of dissatisfaction felt by the customer (caller) with respect to the response to the call may be estimated, and the visual aspect 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) may refer to the history information 1631 (FIG. 7) stored in the storage unit 163, estimate the degree of dissatisfaction felt by the customer (caller) with respect to the response to the call, and generate history display control information α for displaying the visual information 1200 with a different visual aspect accordingly. For example, the generation unit 164 may estimate the degree of dissatisfaction based on the number of times the call was forwarded, the time required for the call forwarding, the number of times the same customer made calls per unit time, and the like. For example, the generation unit 164 estimates that the greater the number of times the call was forwarded, the longer the time required for the call forwarding, and the greater the number of times the same customer made calls per unit time, the greater the degree of dissatisfaction. This estimation may be performed based on a predetermined table, may be performed by threshold judgment, or may be performed by an estimation model obtained by machine learning. In addition, the difference in the visual aspect of the visual information 1200 may be, for example, a difference in color, a difference in movement, a difference in the size of the characters, or a difference in the displayed content. For example, as illustrated in FIG. 11A, the color of the visual information 1200 when the dissatisfaction level exceeds a threshold may be different from the color of the visual information 1200 when the dissatisfaction level is below the threshold. Alternatively, the color of the visual information 1200 may differ stepwise depending on the dissatisfaction level. Alternatively, as illustrated in FIG. 11B, a mark 1211 indicating the dissatisfaction level "Caution level: 5" may be displayed. Also, as in the example of FIG. 11B, a button 1212 required for the operation of recording a call may be displayed.

In addition, if the level of dissatisfaction exceeds a certain level, the visual information may include visual information (e.g., a button or a link) required to record the call. This makes it easy for the person in charge to start recording the call before answering the phone, and to use the recorded data for subsequent responses or as evidence of a problem.

[Fourth Modification of the First Embodiment]
In the first embodiment, the information processing device 150 specified the extension number to which the call is to be transferred 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 to which the call is to be transferred may be specified by other methods. For example, a single or multiple extension numbers may be registered in advance for the telephone number of the customer terminal device 110-m, and the extension number to which the call is to be transferred may be specified based on this. For example, whether or not a call can be handled may be set, and an extension number that can handle a call may be specified from among multiple candidate extension numbers. In addition, the function of the information processing device 150 may be included in the PBX device 140, the function of the history display control device 160 may be included in the PBX device 140, or the function of the IVR device 130 may be included in the PBX device 140. Alternatively, at least any one of the functions of the IVR device 130, the PBX device 140, the information processing device 150, and the history display control device 160 may be distributed and connected so as to be able to communicate with each other via a communication network.

[Second embodiment]
In the second embodiment, a plurality of answer histories and non-answer histories for a plurality of calls made to a specific destination and forwarded to a plurality of terminal devices are displayed together on the plurality of terminal devices. In the following, the differences from the first embodiment and its modified examples will be mainly described, and the same reference numbers will be used to omit the description of the matters already described.

<Telephone Communication System>
As illustrated in FIG. 1, the telephone communication system 2 of this embodiment has customer terminal devices 110-1, ..., 110-M, responsible terminal devices 220-1, ..., 220-N, a PBX device 140, an information processing device 150, and a history display control device 260, which are communicatively connected to each other via a communication network 170 including the Internet, a public line network, etc.

<History display control device>
2, the history display control device 260 of this embodiment has a receiving unit 161, a history processing unit 262, a storage unit 163, a generating unit 264, and a transmitting unit 165. In addition to the functions of the history display control device 160 of the first embodiment, the history display control device 260 has a function of storing a plurality of answer histories and no-answer histories for a plurality of calls made to each main number (specific destination) and transferred to a plurality of responsible terminal devices 220 (terminal devices), and generating and outputting history display control information β for collectively displaying visual information including the plurality of answer histories and no-answer histories on a plurality of terminal devices.

<Operation>
The operation of the telephone communication system 2 of this embodiment will be described on the assumption that the pre-processing described in the first embodiment has been performed. As illustrated in Fig. 4 and Fig. 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 process S211 is executed after steps S107 and S108.

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 displaying visual information including multiple response histories and non-response histories for multiple calls made to a main number (specific destination) and transferred to multiple responsible terminal devices 120 (multiple terminal devices) together on the multiple responsible terminal devices 120 (multiple terminal devices) (step S211). The multiple responsible terminal devices 120 display visual information including multiple response histories and non-response histories based on the transmitted history display control information (step S212).

A more detailed explanation will be given. As illustrated in FIG. 4, when a call connection between the customer terminal device 110-m and the responsible 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 responsible 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 responsible terminal device 120-n (J) or the receiving time when the call was received at the responsible 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 receiver 161 of the history display control device 260 and sent to the history processing unit 262 (step S211a).

The history processing unit 262 updates the history information 1631 stored in the memory unit 163 based on processing information indicating that the call has been received. That is, the history processing unit 262 stores in the memory unit 163 the response history for a call made from the customer terminal device 110 to a main number (specific destination) and forwarded to the responsible terminal device 120. For example, the history processing unit 162 identifies the most recent record from the history information 1631 (Figure 14) in which the value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (for example, "09012345678"), and stores the response history in a new record (hereinafter referred to as "response record 1631c") next to this identified record. For example, next to the identified record, the history processing unit 162 adds a response record 1631c in which the values of the items "customer number" and "main number" are the same as those of the 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., "0044"), the value of the item "time" is the above-mentioned transfer time or the time of receipt (e.g., "2022.5.20 13:00:30"), and the value of the item "history" is "received" (step S211b).

On the other hand, as shown 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 shown 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 (that 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 has been 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"). Processing information indicating that the call has been disconnected is received by the receiver 161 of the history display control device 260 and sent to the history processing unit 262 (step S211a).

The history processing unit 262 updates the history information 1631 stored in the memory unit 163 based on the processing information indicating that the call has been disconnected. That is, the history processing unit 262 stores in the memory unit 163 a non-response history for a call made from the customer terminal device 110 to a main number (specific destination) and transferred to the responsible terminal device 120. For example, the history processing unit 162 identifies the most recent record from the history information 1631 (Figure 14) in which the value of the item "customer number" corresponds to the telephone number of the customer terminal device 110-m (for example, "09033333333"), and stores the non-response history in a new record (hereinafter referred to as "non-response record 1631d") next to this identified record. For example, next to the identified record, the history processing unit 162 adds a non-response record 1631d in which the values of the items "customer number" and "main number" are the same as those of the identified record (e.g., "09033333333" and "04522223333"), the value of the item "transfer destination extension number" 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" (step S211b).

By this process, response records 1631c and non-response records 1631d for multiple calls are accumulated in the history information 1631 of the memory unit 163 (Figure 14).

The generating unit 264 refers to the history information 1631 stored in the memory unit 163, and extracts answer records 1631c and non-answer records 1631d for the multiple accumulated calls. The generating unit 264 generates history display control information β for displaying visual information including multiple answer histories and non-answer histories for the multiple calls represented by the answer records 1631c and non-answer records 1631d together on multiple responsible terminal devices 120 (multiple terminal devices). For example, the generating unit 264 extracts the values of the item "customer number" (e.g., "09012345678", "09011111111", "09022222222", "09033333333", etc.) (Figure 14) of the answer records 1631c and non-answer records 1631d accumulated in the history information 1631, the corresponding customer names (e.g., "Mr. A", "Mr. B", "Mr. C", "Mr. D", etc.), the values of the item "time" (e.g., "2 The generating unit 264 generates history display control information β for displaying visual information including the forwarding destination (e.g., "Sales 2", "Sales 1", "Osaka Branch") corresponding to the value of the item "Forwarding Extension Number", the forwarding destination (e.g., "Sales 2", "Sales 1", "Osaka Branch"), and the value of the item "History" (e.g., "Received Call", "Disconnected"). The generating 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 forwarding destination corresponding to the value of the item "Forwarding Extension Number"). The generating unit 264 sends the generated history display control information β to the transmitting unit 165 (step S211c). The transmission unit 165 transmits the history display control information β to the PBX device 140 (step S211d).

The call connection control unit 141 of the PBX device 140 (Figure 2) receives the history display control information β and transmits it to multiple responsible terminal devices 220. For example, the call connection control unit 141 may transmit the history display control information β to all responsible terminal devices 220, or may transmit the history display control information β to only 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 answer history and non-answer history. The history display control information β is received by each responsible terminal device 220, and the responsible terminal device 220 that receives 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.

15A and 15B show examples of visual information 2200. The visual information 2200 shown in FIG. 15A shows the values of response records 1631c and non-response records 1631d stored in 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 value of the item "time" (e.g., "2022.5.2 0.13:00:30, 2022.5.20.13:00:45, 2022.5.20.13:10:30, 2022.5.20.13:12:20, etc.), and the transfer destination (e.g., "Sales 2", "Sales 1", "Osaka Branch", etc.) and the value of the item "History" (e.g., "answered", "disconnected"), and the response result (e.g., "Sales 2 received and answered", "Sales 1 received and answered", "Osaka Branch received and answered", "Ended unanswered", etc.) that represents the call transfer destination and the fact that the call has been answered ("answered") (e.g., "Sales 2 received and answered") or that the call has ended without being answered ("disconnected") (e.g., "Ended unanswered"). This allows the person in charge to efficiently check the response results for multiple calls even when the call is transferred to multiple responsible terminal devices 220 (terminal devices). This allows subsequent business operations to be handled without having to check the answer results for each call separately. Also, as in the example visual information 2200 in FIG. 15B, the answering result may be displayed to indicate that the call has been answered ("answered"), or that the call has ended with the call not being answered ("disconnected") (for example, "Yokohama branch unanswered call ended"). By displaying the unanswered call destination in this way, it is possible for the person in charge at the unanswered call destination to call back the unanswered customer (step S121).

<Features of this embodiment>
In this embodiment, visual information 2200 including multiple response histories and non-response histories for multiple calls made to a specific destination and transferred to the responsible terminal device 120 (multiple terminal devices) is displayed together on the responsible terminal device 120 (multiple terminal devices). This allows the response results for calls to be efficiently confirmed even when a call is transferred to multiple terminal devices. Therefore, even in an environment where the status of other responsible terminal devices 120 to which calls have been transferred cannot be directly grasped, such as in remote work or a free address office, subsequent business operations can be handled without separately checking the response results for each call.

[Modification 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 FIG. 16A-FIG. 18A, the visual information 2200 may include the call transfer time. The longer the call transfer time, the more likely the customer is dissatisfied with the telephone service. Therefore, such information can be used for call backs and service evaluations. The call transfer time may be, for example, the time from the first call arrival time of an originated call to the last transfer time, or the time from the call arrival time to the answering time or the disconnection time. In such a case, the generating 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 in step S211c of FIG. 13. The generating unit 264 obtains the call transfer time from these values and the values of the item "time" of the answer record 1631c and the non-answer record 1631d, and generates history display control information β for displaying visual information including them.

[Modification 2 of the second embodiment]
The visual information 2200 may include "support information" visually representing at least one of the attributes, classification, or status of the call originator (customer), the attributes, classification, or status of the user (person in charge) of the responsible terminal device 120 (terminal device), or the suitability, priority, or position of the user (person in charge) of the responsible terminal device 120 (terminal device) for the call. A specific example of the support information and the process of acquiring the support information is as exemplified in the modified 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 history display control information β using the support information and the history information 1631 sent in this way. In addition, the history processing unit 262 of the history display control device 260 may store this support information in the storage unit 163 as a part of the history information 1631.

Visual information 2200 illustrated in FIG. 16B includes the called main number (e.g., "0311112222," "0633334444," [0452222333], etc.), and information showing the answer history and no-answer history is divided for each main number. Here, a name representing the main number (e.g., "Osaka Branch") may be displayed instead of the main number. If the main number is a specific destination assigned to a specific jurisdiction (e.g., Tokyo, Osaka, etc.), displaying such a main number or a name representing the main number (information visually representing the jurisdiction) can improve telephone response in hybrid work, etc. In other words, by displaying such information, the person in charge can know which jurisdiction the customer is in, and even if the call is transferred to a region other than the jurisdiction, the person in charge can respond to the call for the customer in that jurisdiction when returning the call. This allows the person in charge to appropriately respond to calls for customers in the jurisdiction no matter where they are working. This effect can be achieved not only by displaying the main number or a name representing the main number, but also by displaying information that visually represents the jurisdiction corresponding to the main number. For example, the same effect can be achieved even if the color, movement, character size, etc. of the visual information 2200 differs for each jurisdiction.

The visual information 2200 illustrated in Figures 17A-18A includes an indication of the team to which the person to whom the call was transferred belongs (e.g., support staff (function description), etc.). By displaying this information, the person in charge can guess the type of response the customer requires when calling back, and can handle the phone appropriately. The visual information 2200 illustrated in Figures 17A-18A also includes an indication of the number of times the customer has called ("number of calls"). The more times a customer has called, the greater the need or urgency of the call, or the greater the likelihood that the customer is dissatisfied with the way the call was handled. Therefore, by displaying this information, it becomes possible to handle the phone appropriately according to the customer.

The visual information 2200 shown in FIG. 17B and FIG. 18A includes the designated agent and the team priority of the agent to whom the call was transferred. By displaying this information, the customer knows which agent they want and the appropriate agent can return the call.

[Modification 3 of the second embodiment]
The degree of dissatisfaction felt by the customer (caller) with respect to the response to the call may be estimated, and the visual aspect of the visual information 2200 may be changed according to the degree of dissatisfaction. For example, in step S211c, the generation unit 264 of the history display control device 260 (FIG. 2) may refer to the history information 1631 (FIG. 14) stored in the storage unit 163, estimate the degree of dissatisfaction felt by the customer (caller) with respect to the response to the call, and generate history display control information β for displaying the visual information 2200 with a different visual aspect accordingly. An example of the method for estimating the degree of dissatisfaction is as described in the third modification of the first embodiment. In addition, 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 the characters, or a difference in the displayed content.

[Variation 4 of the Second Embodiment]
The visual information 2200 may include information for visually displaying the call forwarding history corresponding to the no-answer history. By displaying such visual information 2200, the person in charge can know the status of the call that was not answered in more detail. The information for visually displaying the call forwarding history corresponding to the no-answer history may be, for example, the same as the visual information 1200 described in the first embodiment or its modified example, may be information including this visual information 1200, or may be information obtained by processing this visual information 1200. For example, as in the visual information 2200 illustrated in FIG. 18A, a button 2201 for displaying the call forwarding history corresponding to the no-answer history may be displayed. By operating this button, the visual information 1200 representing the call forwarding history corresponding to the no-answer history, as illustrated in FIG. 18B, for example, is displayed.

[Fifth Modification of the Second Embodiment]
In the second embodiment, the information processing device 150 specified the extension number to which the call is to be transferred 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 to which the call is to be transferred may be specified by other methods. For example, a single or multiple extension numbers may be registered in advance for the telephone number of the customer terminal device 110-m, and the extension number to which the call is to be transferred may be specified based on this. For example, whether or not the call can be handled may be set, and an extension number that can handle the call may be specified from among multiple candidate extension numbers. In addition, the function of the information processing device 150 may be included in the PBX device 140, the function of the history display control device 260 may be included in the PBX device 140, or the function of the IVR device 130 may be included in the PBX device 140. Alternatively, at least any one of the functions of the IVR device 130, the PBX device 140, the information processing device 150, and the history display control device 260 may be distributed and connected so as to be able to communicate with each other via a communication network.

[Modification 6 of the Second Embodiment]
In the second embodiment, visual information 1200 including the call forwarding history is displayed on the display unit of the responsible terminal device 220 to which the call is further forwarded (steps S101, S102, S103-j, S104-j, S105-j, S106-j, S107, and S108). However, in the second embodiment and its modified examples, the visual information 1200 does not have to be displayed on the display unit of the responsible terminal device 220 when the call is forwarded.

[Hardware configuration]
Each device in each embodiment may be configured by, for example, a general-purpose or dedicated computer having 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, for example, a processing circuit configured to implement each unit that each device has. This computer may have one processor and memory, or may have multiple processors and memories. This program may be installed in the computer, or may be recorded in a ROM or the like in advance. In addition, some or all of the processing units may be configured using electronic circuits that realize processing functions independently, rather than electronic circuits that realize functional configurations by reading programs like a CPU. In addition, an electronic circuit that configures one device may include multiple CPUs.

The above-mentioned program can be recorded on a computer-readable recording medium. An example of a computer-readable recording medium is a non-transitory recording medium. Examples of such recording media include a magnetic recording device, an optical disk, a magneto-optical recording medium, and a semiconductor memory.

These programs are distributed, for example, by selling, transferring, or lending portable recording media such as DVDs and CD-ROMs on which the programs are recorded. Furthermore, the programs may be distributed by storing the programs in a server computer or a storage device on the cloud and transferring the programs to other computers via a network. As described above, a computer that executes such a program, for example, first stores the program recorded on the portable recording medium or the transferred program in its own storage device. Then, when executing the process, the computer reads the program stored in its own storage device and executes the process according to the read program. In addition, as another execution form of the program, the computer may read the program directly from the portable recording medium and execute the process according to the program, or, further, each time a program is transferred to the computer, the computer may execute the process according to the received program. In addition, the above-mentioned process may be executed by a so-called ASP (Application Service Provider) type service that does not transfer the program to the computer and realizes the processing function only by issuing an execution instruction and obtaining the results. In this embodiment, the program includes information used for processing by a computer that is equivalent to a program (such as data that is not a direct command to a computer but has properties that dictate computer processing).

Additionally, at least a portion of the processing of any of the devices may be implemented using other hardware.

[Other Modifications]
The present invention is not limited to the above-described embodiment. For example, the above-described various processes may be executed not only in chronological order as described, but also in parallel or individually depending on the processing capacity of the device executing the processes or as necessary. In addition, it goes without saying that appropriate modifications are possible within the scope of the invention described in the claims.

1, 2 Telephone communication system 110 Customer terminal device 120, 220 Person in charge 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 (10)

A storage step of storing a plurality of answer histories and non-answer histories for a plurality of calls made to a specific destination and forwarded to a plurality of terminal devices;
a generating step of generating history display control information for collectively displaying visual information including the plurality of answer histories and the plurality of non-answer histories for the plurality of calls on the plurality of terminal devices;
a transmitting step of transmitting the history display control information to the plurality of terminal devices;
The history display control method includes the steps of: The history display control method according to claim 1,
The visual information includes information visually representing the time required for the call transfer. The history display control method according to claim 1,
the visual information includes information visually representing at least one of an attribute, classification, or status of a caller of the call, an attribute, classification, or status of a user of the terminal device, or an eligibility, priority, or status of a user of the terminal device for the call;
A history display control method in which the eligibility and the position represent at least one of the responsible team to which the user of the terminal device belongs, the priority of the user of the terminal device within the team, and whether the user of the terminal device is a designated responsible person . The history display control method according to claim 1,
the specific destination is assigned to a specific jurisdiction;
The history display control method, wherein the visual information includes information visually representing the jurisdiction. The history display control method according to claim 1,
The method further includes a step of estimating a degree of dissatisfaction felt by a caller of the call regarding the response to the call,
The estimation step estimates the dissatisfaction level based on at least one of the number of times the call was transferred, the time required for the call to be transferred, and the number of times the same caller made calls per unit time;
A history display control method, wherein a visual appearance of the visual information differs depending on the degree of dissatisfaction. The history display control method according to claim 1,
A method for controlling display of a call history, wherein the visual information includes information for visually representing a call forwarding history corresponding to the non-answer history. a receiving step of receiving history display control information for collectively displaying, on a plurality of terminal devices, visual information including a plurality of answer histories and non-answer histories for a plurality of calls made to a specific destination and transferred to 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-mentioned features. A storage unit for storing a plurality of answer histories and non-answer histories for a plurality of calls made 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 answer histories and the plurality of non-answer 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 structure. A terminal device included in a plurality of terminal devices to which a plurality of calls made to a specific destination are forwarded,
a receiving unit for receiving history display control information for collectively displaying, on the plurality of terminal devices, visual information including a plurality of answer histories and non-answer histories of the calls transferred to 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 configuration. A program for causing a computer to execute the history display control method of any one of claims 1 to 6 or the history display method of claim 7.

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