JP2004364013A - Telephone answering service method, telephone answering service system, and telephone substitution service program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable a speech impaired person to sufficiently make communication even with an opposite party whom the person first makes a conversation. <P>SOLUTION: An answering service provider server 103 displays a user registration page on a user terminal to make a user register himself or herself at the time of user registration from the user terminal 101 and generates a user exclusive page. When the user terminal 101 requests the server 103 to register its request, the server 103 displays the request registration page on the user terminal. When the user makes a registration request on the page, the server 103 informs an answering service provider terminal 104 about request contents. When the answering service provider terminal registers an answering processing result to a result confirmation page, the server 103 informs the user terminal 101 that the answering processing result is registered by means of mail, and when the user terminal accesses the user exclusive page of the server 103 to request confirmation of the result, the server 103 displays the result confirmation page on the user terminal 101. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a telephone proxy service method, a telephone proxy service method, and a telephone proxy service program, and more particularly, to a telephone proxy service method, a telephone proxy service method, and a method in which an operator plays a role of an agent (agent) of a user. Telephone agency service program.
[0002]
[Prior art]
It is extremely difficult for a person with speech impairment to communicate over the telephone to a person who first speaks. Because of the disability, it is difficult for the first person to hear the words, and other means of communication such as gestures and letters cannot be used. Nevertheless, there are times when it is absolutely necessary to make a phone call, or where it is more convenient to make a phone call. In such a case, it would be nice if someone could ask for a phone call, but if not, you have to make a call yourself.
[0003]
A conventional service of this type is a relay service of Telecommunications Devices for the Deaf (TDD) in the United States.
[0004]
TDD is a dedicated terminal with a keyboard and a monitor that is widely used in the United States. Telecommunications Relay Services using TDD is a technology that allows users to input text data and make voice calls to the intended party. It is possible to contact.
[0005]
In the relay service using TDD, the operator transmits the data input by the user to the TDD to the destination by telephone, and the operator inputs the response of the destination to the TDD and transmits the data to the user.
[0006]
That is, (1) the user performs TDD input. (2) The operator reads out the input text and conveys it to the other party. (3) The operator inputs a response from the other party by TDD. (4) The user confirms the display of the TDD. These steps are repeated and conversations are conducted.
[0007]
Since this method uses an analog telephone line and directly connects to an operation center, the line cost is high and a dedicated terminal is required.
[0008]
Therefore, the Internet is used to connect to the telephone relay service in the Web site, the user and the operator have a conversation by chat, the user gives the number and name of the party with whom the user wants to have a telephone conversation, and the operator communicates with each other. A telephone relay service for relaying and establishing a conversation has been proposed (for example, see Patent Document 1).
[0009]
[Patent Document 1]
JP 2001-257783 A (see FIG. 1)
[0010]
[Problems to be solved by the invention]
The method disclosed in the above publication has a problem that if the user does not have a high typing ability, a considerable response time is required, and even a simple conversation does not go smoothly.
[0011]
According to the present invention, an agent service provider (herein referred to as an operator) plays a role as an agent (agent) of a user, and if the user registers the request content, the operator can respond to the request content. And make a telephone call with the requester and register the result in a file so that the user can check it later, so that people with language disabilities can talk for the first time without a high typing ability. It is an object of the present invention to provide a telephone proxy service method, a telephone proxy service system, and a telephone proxy service program, which can sufficiently communicate with even the other party.
[0012]
[Means for Solving the Problems]
A first invention of the present application is a communication comprising a user terminal, a proxy service provider server connected to the user terminal via the Internet, and a proxy service provider terminal connected to the proxy service provider server. In the telephone proxy service method in the system, the proxy service provider server (hereinafter, simply referred to as a server), when a user registration is requested from the user terminal on the home page of the server, sets the user registration page to the server. Displayed on the user terminal to perform user registration. When the user registration is performed, a user ID and a password are issued and a user-specific page is created in the homepage. Accessing the user dedicated page by entering the user ID and the password on the home page of the server When request registration is requested, a request registration page is displayed on the user terminal. When the request registration is performed on the request registration page, the request content registered in the proxy service provider terminal is notified. Next, when the result of the proxy processing performed in accordance with the registered request content is registered from the proxy service provider terminal to the result confirmation page under the user dedicated page, the proxy processing result is registered. That the user terminal accesses the user-specific page of the server and requests a result check, and displays the result check page on the user terminal. It is characterized by.
[0013]
In the second invention of the present application, when the proxy processing result is registered in the result confirmation page under the user dedicated page from the proxy service provider terminal in the first invention, the call content is also registered as an audio file. When the result confirmation page is displayed on the user terminal, the registered audio file is reproduced.
[0014]
In the third invention of the present application, the request registration page of the first invention is provided with at least information of a caller, such as a telephone number, transmission contents and confirmation items, reason for calling, and a desired answer date. It is characterized by that.
[0015]
According to a fourth aspect of the present invention, there is provided a communication system comprising a user terminal, a proxy service provider server connected to the user terminal via the Internet, and a proxy service provider terminal connected to the proxy service provider server. In the telephone proxy service system in the system, the proxy service provider server (hereinafter, simply referred to as a server), when a user registration is requested from the user terminal on the homepage of the server, sets the user registration page to the server. A user registration means for displaying on a user terminal to perform user registration, issuing a user ID and a password when the user registration is performed, and creating a user dedicated page in the homepage; The terminal inputs the user ID and the password on the home page of the server, so that Request content registration means for displaying a request registration page on the user terminal when requesting a request registration and performing request registration, and providing the proxy service when the request registration is performed on the request registration page Request registration notifying means for notifying the contents of a request registered in the user terminal, and a proxy processing result performed in accordance with the request content input from the proxy service provider terminal to a result confirmation page under the user dedicated page A proxy processing registration means for registering and notifying the user terminal by mail that the proxy processing result has been registered; and the result when the user terminal accesses the user dedicated page of the server and requests a result confirmation. It is characterized by including a result presenting means for displaying a confirmation page on the user terminal.
[0016]
According to a fifth aspect of the present invention, in the fourth aspect, when the proxy processing result is registered in the result confirmation page under the user dedicated page from the proxy service provider terminal, the content of the call is also registered as an audio file. When the result confirmation page is displayed on the user terminal, the registered audio file is reproduced.
[0017]
In the sixth invention of the present application, the request registration page of the fourth invention includes at least information of a caller, such as a telephone number, transmission contents and confirmation items, reason for calling, and desired answer date. It is characterized by that.
[0018]
According to a seventh aspect of the present invention, there is provided a communication comprising a user terminal, a proxy service provider server connected to the user terminal via the Internet, and a proxy service provider terminal connected to the proxy service provider server. In the telephone proxy service program in the system, the proxy service provider server (hereinafter, simply referred to as a server) program, when a user registration is requested from the user terminal on a home page of the server, a user registration page is displayed. A user registration program for displaying on the user terminal to perform user registration, issuing a user ID and a password when the user registration is performed, and creating a user dedicated page in the homepage; User terminal inputs the user ID and the password on the homepage of the server A request content registration program for displaying the request registration page on the user terminal and performing the request registration when the user accesses the user dedicated page and requests the request registration, and the request registration is performed on the request registration page And a request registration notifying program for notifying the request content registered in the proxy service provider terminal, and a proxy processing result performed in accordance with the request content input from the proxy service provider terminal under the user dedicated page. A proxy processing registration program that registers to a result confirmation page and notifies the user terminal by mail that the proxy processing result has been registered, and the user terminal accesses the user dedicated page of the server and checks the result. And a result presentation program for displaying the result confirmation page on the user terminal when requesting the user. To.
[0019]
According to an eighth invention of the present application, in the seventh invention, when the proxy processing result is registered in the result confirmation page under the user dedicated page from the proxy service provider terminal, the call content is also registered as an audio file. When the result confirmation page is displayed on the user terminal, the registered audio file is reproduced.
[0020]
In the ninth invention of the present application, the request registration page of the seventh invention includes at least information of a caller, such as a telephone number, transmission contents and confirmation items, reason for calling, and desired answer date. It is characterized by that.
[0021]
"Action"
The present invention provides a telephone proxy service for making a phone call on behalf of a person with language impairment as a main object.
[0022]
In FIG. 1, the user accesses the server machine (103) of the proxy service provider from the Web browser of the user terminal 101, and registers the contents to be called as a text document in the server machine. The agency service provider makes a telephone call according to the registered contents, and registers the result in the server machine. The user checks the result from the server machine. Also, since the content of the call is recorded as an audio file and registered in the server machine, the user can confirm the actual call as necessary.
[0023]
In this way, the user (language-disabled person) can transmit the message to the intended individual by communicating the message to the proxy service provider in a text document without talking to anyone. I do.
[0024]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, embodiments of the present invention will be described in detail with reference to the drawings.
[0025]
FIG. 1 is a system configuration diagram showing one embodiment of the present invention, and FIG. 2 is an operation flow diagram showing one embodiment of the present invention.
[0026]
Referring to FIG. 1, one embodiment of the telephone proxy service of the present invention includes a user terminal 101, the Internet 102, a proxy service provider server machine 103, and a proxy service provider terminal 104.
[0027]
A web browser operates on the user terminal 101 and can access the agency service provider's home page via the Internet 102. The terminal includes a PC, a PDA, a mobile phone, and the like.
[0028]
On the proxy service provider server machine 103, a WWW server operates, and the proxy service provider publishes a service home page on the WWW server and accepts access from the user.
[0029]
The proxy service provider terminal 104 displays the request contents of the user registered in the server machine. Also, the agency service provider is used to register the agency result in the server machine.
[0030]
FIG. 3 schematically shows the configuration of the homepage of the proxy service provider server machine. This home page includes a top page 301, a user registration page 302, a user-specific top page 303, a request registration page 304, and a request result confirmation page 305.
[0031]
As shown in FIG. 4, the top page 301 has a user registration button, a user ID input box, a password input box, and a LOGIN button.
[0032]
When the user registration button is clicked, a user registration page 302 is displayed, and user registration can be performed.
[0033]
Also, by inputting a user ID and a password on the top page and clicking a LOGIN button, a top page 303 dedicated to each user is displayed.
[0034]
As shown in FIG. 5, on the user-only top page, there are two menus, request registration and result confirmation, and either one is selected. When request registration is selected, a request registration page 304 is displayed, and a new request can be registered. When the result confirmation is selected, a request result confirmation page 305 is displayed, and the result of the past request can be confirmed.
[0035]
Next, the operation of the embodiment of the present invention will be described with reference to FIGS.
[0036]
As shown in FIG. 2, the server machine (103 in FIG. 1; hereinafter, referred to as a server) of the proxy service provider of the present invention includes a user registration unit 103-1, a request content registration unit 103-2, and a request registration notification. It has means 103-3, proxy processing registration means 103-4, and result presentation means 103-5.
[0037]
The user registration means 103-1 is a means for registering user information in a server and creating a user-specific page.
[0038]
The request content registration means 103-2 is a means for the user to register the request content in the server.
[0039]
The request registration notifying unit 103-3 is a unit for notifying the substitute service provider of the fact that the server has been registered as a request and the registered contents.
[0040]
The proxy processing registration unit 103-4 is a unit for registering the result of the telephone proxy requested by the proxy service provider in the server.
[0041]
The result presenting unit 103-5 is a unit for presenting the proxy processing result registered in the server to the user.
[0042]
First, in the present invention, a user performs user registration in a server.
[0043]
The user registration is a method (step 1-1 in FIG. 2) in which a user directly registers registration data (address, name, mail address, card number, etc.) from a user terminal (101 in FIG. 1) to a server. There is a method (step 1-2 in FIG. 2) of mailing the data to the agency service provider and registering the data in the server from the agency service provider terminal (104 in FIG. 1).
[0044]
User registration means 103-1 for performing user registration from the user terminal is prepared on the homepage of the agency service provider (user registration page 302 in FIG. 3).
[0045]
The method of mailing registration data is provided for users who are unwilling to send personal data to the Internet.
[0046]
When the user registration is performed, the user registration unit 103-1 of the server issues a user ID and a password of the user.
[0047]
The user ID and the password are used as user authentication when the user accesses the request content registration unit 103-3 and the result presentation unit 103-5 of the server.
[0048]
The proxy service provider notifies the user of the user ID and password issued by the server by e-mail or mail.
[0049]
When the user registration is performed, the user registration unit 103-1 creates pages dedicated to the user (303, 304, and 305 in FIG. 3) in the homepage of the proxy service provider on the server.
[0050]
When the user needs to make a call, the user accesses the request content registration unit 103-3 of the server from the user terminal and registers the request content in the server (step 2 in FIG. 2).
[0051]
Specifically, the user accesses the homepage of the agency service provider (FIG. 4), inputs a user ID and a password there, and accesses a personal page (FIG. 5).
[0052]
The request registration of the page is selected, and a page for request registration (FIG. 6) is displayed.
[0053]
Enter the information of the person you want to call (telephone number and what kind of person?), The contents of communication and confirmation items, other information (the reason for making the call), the desired date of answer, etc., and click the register button to request The content is registered on the server.
[0054]
When the user registers the request, the server notifies the substitute service provider that the request has been registered by the request registration notifying unit 103-3 (step 3 in FIG. 2).
[0055]
The agency service provider makes a call according to the request, and registers the result in the server from the agency service provider terminal using the agency process registering unit 103-4 (step 4 in FIG. 2).
[0056]
At this time, the contents of the telephone call are also recorded as an audio file and registered in the server.
[0057]
The registration of the result of the proxy processing is automatically notified to the user by mail from the proxy processing registration unit 103-4.
[0058]
Finally, the user who has been notified that the result has been registered accesses the result presenting means 103-5 on the server from the user terminal and checks the result of the proxy processing (step 5 in FIG. 2).
[0059]
Specifically, the user accesses the homepage of the agency service provider (FIG. 4), inputs a user ID and a password there, and accesses a personal page (FIG. 5).
[0060]
The result confirmation of the page is selected, and the result confirmation page (FIG. 7) is displayed.
[0061]
If necessary, you can play the registered audio file to check the actual call content.
[0062]
Next, a description will be given using a specific example.
[0063]
Consider a case where Mr. A uses the service of the present invention to make a reservation for Hotel B this weekend.
[0064]
It is assumed that the user registration of Mr. A has already been completed, and the address, name, age, e-mail address, card number, etc. of Mr. A have already been registered with the agency service provider.
[0065]
Also, the user ID and the password are notified to Mr. A from the agency service provider.
[0066]
Mr. A accesses the agency service provider's homepage from the web browser of the user terminal of Mr. A.
[0067]
Then, a top page as shown in FIG. 4 is displayed on the Web browser.
[0068]
Mr. A enters his user ID and password on the screen, and clicks the LOGIN button.
[0069]
Then, a top page dedicated to the user as shown in FIG. 5 is displayed on the Web browser.
[0070]
Mr. A selects request registration from the menu on the user-only top page.
[0071]
Then, a registration request page as shown in FIG. 6 is displayed on the Web browser. On the registration request page, Mr. A wants to confirm that (1) the phone number of the B hotel (2) the phone number is that of the B hotel and (3) that there is room in the room of the B hotel this weekend. If there is room and the accommodation fee is within the budget, you need to make a reservation (4) You want an answer by this Friday. Enter text such as
[0072]
Finally, click the register button to complete the request registration.
[0073]
When Mr. A clicks the registration button, the server notifies that the request has been registered in the agency service provider terminal.
[0074]
The agency service provider confirms the request contents of Mr. A from the agency service provider terminal.
[0075]
At the same time, the user registration information (name, address, age, mail address, etc.) of Mr. A is also displayed on the agency service provider terminal.
[0076]
The screen also has a result entry column.
[0077]
The agency service provider calls the B hotel to make a reservation under the name of Mr. A.
[0078]
At this time, the contents of the call are automatically recorded as an audio file. It is assumed that a reservation is made here.
[0079]
The agency service provider has (1) been able to make a reservation. (2) Reserved room number (3) Accommodation fee (4) Check-in time and the like are registered in the result entry column.
[0080]
When the agency service provider registers the result, an audio file recording the contents of the call is automatically sent to the agency service provider's server machine, and can be reproduced from Mr. A's user-only page.
[0081]
In addition, an email notifying that the result has been registered is automatically sent to Mr. A.
[0082]
Mr. A who received the mail accesses the agency service provider's homepage from the Web browser of the user terminal, inputs the user ID and password, and displays Mr. A's user-specific top page.
[0083]
From the menu on that page, select Check Results. Then, a request result confirmation page as shown in FIG. 7 is displayed.
[0084]
At the top of the page, a list of the contents requested so far is displayed. From the list, a request for reservation of the B hotel is selected.
[0085]
When the selection is made, the result is displayed at the bottom of the page, so that Mr. A can confirm that the hotel B has been reserved.
[0086]
If necessary, the actual conversation content can be confirmed by clicking the audio file button on the result confirmation page.
[0087]
In this way, Mr. A can make a telephone reservation to the B hotel by merely sending the text data to the agency service provider without having to talk on his own.
[0088]
Further, according to the present invention, the following services are possible from the nature of the operator as an agent.
[0089]
(1) Calls to unknown telephone numbers.
[0090]
If information for identifying the other party is registered, the operator checks the telephone number and calls. For example, if you specify a destination such as anyone in the △ division of company XX in Chuo-ku, Tokyo and register the request with the phone number unknown, the operator looks up the representative number of company XX and calls it. And (2) have the business department turn it around.
[0091]
(2) Designation of time for telephone agency.
[0092]
Depending on the other party, there may be a restriction that calls can only be accepted at 8: 00-17: 00 on weekdays. Even in such a case, the registration of the request itself can be performed at any time by designating the time for making a call when registering the request.
[0093]
The above services cannot be performed by the TDD relay service.
[0094]
Another difference is that while TDD requires a dedicated terminal, the present invention builds a business model using existing WEB technology. In Japan, where TDD and dedicated terminals that substitute for it are not widely used, it is thought that this can only be realized with a model such as the present invention.
[0095]
【The invention's effect】
As described above, according to the present invention, if an operator plays a role of an agent (agent) of a user, and if the user registers request contents in text data using the Web technology of a computer, the operator Makes a telephone call with the requesting party in accordance with the contents of the request, registers the result on a user-dedicated page, and allows the user to later confirm it with text data using the Web technology of the computer Even without a high typing ability, there is an effect that a person with language impairment can sufficiently communicate with a person who has a conversation for the first time.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram showing an embodiment of the present invention.
FIG. 2 is an operation flowchart showing one embodiment of the present invention.
FIG. 3 is a diagram showing a configuration example of a homepage of a proxy service provider server machine of the present invention.
FIG. 4 is a diagram showing an example of a top page of the home page of FIG.
FIG. 5 is a diagram showing an example of a user-only top page of the home page of FIG. 3;
6 is a diagram showing an example of a page for request registration of the home page of FIG.
FIG. 7 is a diagram showing an example of a result confirmation page of the homepage of FIG.
[Explanation of symbols]
101 User terminal 102 Internet 103 Proxy service provider server machine 104 Proxy service provider terminal 103-1 User registration means 103-2 Request content registration means 103-3 Request registration notification means 103-4 Proxy processing registration means 103- 5 Result presenting means 301 Top page 302 User registration page 303 User dedicated top page 304 Request registration page 305 Result confirmation page

Claims (9)

A telephone proxy service method in a communication system including a user terminal, a proxy service provider server connected to the user terminal via the Internet, and a proxy service provider terminal connected to the proxy service provider server, The proxy service provider server (hereinafter simply referred to as a server) displays a user registration page on the user terminal when a user registration is requested from the user terminal on a homepage of the server. When the user registration is performed, a user ID and a password are issued, a user-dedicated page is created in the home page, and then the user terminal performs the user registration on the home page of the server. Enter the user ID and the password to access the user-only page and request registration And displaying a request registration page on the user terminal, and when the request registration is performed on the request registration page, notifies the proxy service provider terminal of the request content registered, and then registers When the result of the proxy processing performed in accordance with the requested content is registered from the proxy service provider terminal to the result confirmation page under the user-specific page, the user is notified that the proxy processing result has been registered. A telephone for notifying by e-mail to a terminal, and displaying the result confirmation page on the user terminal when the user terminal accesses the user-dedicated page of the server and requests a result check in response to the notification; Agency service method. When the proxy processing result is registered on the result confirmation page under the user-specific page from the proxy service provider terminal, the call content is also registered as an audio file, and the result confirmation page is displayed on the user terminal. 2. The telephone proxy service method according to claim 1, wherein the registered voice file is reproduced when the call is made. 2. The telephone agency according to claim 1, wherein the request registration page includes at least information of a party to call, such as a telephone number, transmission contents and confirmation items, a reason for making the call, and a desired answer date. Service method. In a telephone proxy service system in a communication system comprising a user terminal, a proxy service provider server connected to the user terminal and the Internet, and a proxy service provider terminal connected to the proxy service provider server, The proxy service provider server (hereinafter simply referred to as a server) displays a user registration page on the user terminal when a user registration is requested from the user terminal on a homepage of the server. User registration means for performing user registration, issuing a user ID and a password when the user registration is performed, and creating a user-specific page in the home page, wherein the user terminal is located on the home page of the server. Enter the user ID and password to access and request the user-only page Request content registration means for displaying a request registration page on the user terminal when a request is made and registering the request, and when the request registration is performed on the request registration page, the request content is registered in the agency service provider terminal. Request registration notifying means for notifying the requested contents, and the result of the proxy processing performed in accordance with the contents of the request input from the proxy service provider terminal are registered in a result confirmation page under the user-specific page, and the proxy processing is performed. A proxy processing registration unit for notifying the user terminal of the result registered by e-mail, and the result confirmation page is displayed when the user terminal accesses the user dedicated page of the server and requests a result confirmation. A telephone agency service system comprising a result presenting means for displaying the result on a user terminal. When the proxy processing result is registered on the result confirmation page under the user-specific page from the proxy service provider terminal, the call content is also registered as an audio file, and the result confirmation page is displayed on the user terminal. 5. The telephone proxy service system according to claim 4, wherein the registered voice file is reproduced when the call is made. 5. The telephone proxy according to claim 4, wherein the request registration page is filled with at least information of a party to call, such as a telephone number, transmission contents and confirmation items, a reason for making the call, and a desired answer date. Service method. In a telephone proxy service program in a communication system including a user terminal, a proxy service provider server connected to the user terminal via the Internet, and a proxy service provider terminal connected to the proxy service provider server, The proxy service provider server (hereinafter, simply referred to as a server) program displays a user registration page on the user terminal when a user registration is requested from the user terminal on a home page of the server. A user registration program that issues a user ID and a password when the user registration is performed and creates a user-specific page in the home page; Enter the user ID and the password above to use only the user A request content registration program for displaying a request registration page on the user terminal when requesting a request registration by accessing a request page, and a proxy service when the request registration is performed on the request registration page. A request registration notification program for notifying the contents of a request registered in a provider terminal, and a result confirmation page under the user-specific page showing a result of the proxy processing performed in accordance with the request contents input from the proxy service provider terminal A proxy processing registration program for notifying the user terminal by e-mail that the proxy processing result has been registered to the user terminal, and when the user terminal accesses the user dedicated page of the server and requests a result confirmation, A telephone proxy service comprising a result presentation program for displaying a result confirmation page on the user terminal. It is programmed. When the proxy processing result is registered on the result confirmation page under the user-specific page from the proxy service provider terminal, the call content is also registered as an audio file, and the result confirmation page is displayed on the user terminal. 8. The telephone proxy service program according to claim 7, wherein the registered voice file is reproduced when the call is made. 8. The telephone agency according to claim 7, wherein the request registration page includes at least information of a party to call, such as a telephone number, transmission contents and confirmation items, a reason for calling, and a desired answer date. Service program.

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