JP5974877B2 - Communication device - Google Patents

Description

  The present invention relates to a communication apparatus that communicates with a request destination by using communication means corresponding to the presence of the request destination.

  Patent Document 1 discloses a presence information management system that manages presence information in units of organizations. In this presence information management system, the data processing device manages the presence of the organization in addition to the presence of the individual. When the data processing apparatus receives a request for presence information targeted at an individual from a terminal, the data processing apparatus generates presence information based on the presence of the individual and transmits the presence information to the terminal. When a request for presence information targeting an organization is received from the terminal, the presence information is generated based on the presence of the organization, and the presence information is transmitted to the terminal. As described above, the presence information management system described in Patent Document 1 can also provide presence information in units of organizations in addition to individual presence information, so that appropriate contact means and contacts for the organizations can be easily identified. be able to.

JP 2006-163590 A

  By the way, the presence information management system described in Patent Document 1 treats the presence of an organization as “present” if the presence of a member belonging to the organization is “at present”. For this reason, the client confirms that the presence of the organization related to the request is “Attendance”, and there is no member who can respond to the request despite contacting the organization. , There is a possibility that the communication will be wasted.

  Since the presence information management system described in Patent Document 1 can also check the presence of an individual, the client can confirm the presence of a member who can respond to the request and then contact this member. it can. However, there is a client who knows which organization is related to the request but does not know who is a member who can handle the request. The presence information management system described in Patent Document 1 does not consider such a client.

  The present invention has been made in view of the above circumstances, and the purpose of the present invention is to request a request from the partner even if the information regarding the partner who can respond to the request is not completely grasped. To provide technology.

  In order to solve the above-described problem, in the present invention, the communication device includes a plurality of communication means, and selects a communication means corresponding to the presence of the requested party from these communication means, and selects the communication means. Use it to inform the client about the outline of the business and ask whether the request can be handled. Then, the inquiry result is received from the request destination and output.

For example, the present invention is a communication device provided with a plurality of communication means,
A request receiving means for receiving an outline of the request request;
Condition accepting means for accepting the request destination condition;
Presence acquisition means for acquiring presence of at least one request destination candidate that satisfies the condition received by the condition reception means;
Request destination accepting means for displaying information relating to at least one request destination candidate that satisfies the condition accepted by the condition accepting means, and accepting designation of the request destination;
A communication selection unit that selects a communication unit according to the presence of the request destination received by the request destination reception unit from the plurality of communication units;
Using the communication means selected by the communication selection means, an inquiry as to whether or not to respond to the outline of the message received by the message receiving means is sent to the request destination received by the request destination receiving means, Inquiry means for receiving an answer to the inquiry from a request destination;
If the response to the received inquiry indicates that the response is based on the outline of the request, the request receiving unit receives the request using the communication unit selected by the communication selecting unit. Requesting means for sending the details of the request,
The message receiving means is
The details of the requested request are received together with an outline of the request .

  According to the present invention, prior to the request, the request destination is inquired as to whether or not the request can be handled using the communication means corresponding to the presence of the request destination, so that information on the partner who can respond to the request is grasped. Even without it, it is possible to request a business from a partner who can respond to the request.

FIG. 1 is a schematic configuration diagram of a communication system according to an embodiment of the present invention. FIG. 2 is a sequence diagram for explaining an operation example of the communication system according to the embodiment of the present invention. FIG. 3 is a sequence diagram for explaining an operation example of the communication system according to the embodiment of the present invention. FIG. 4 is a schematic functional configuration diagram of the communication device 1. FIG. 5 is a flowchart for explaining the request processing of the communication apparatus 1. FIG. 6 is a schematic functional configuration diagram of the presence server 2. FIG. 7 is a diagram schematically showing an example of registered contents in the presence data storage unit 201. FIG. 8 is a diagram schematically illustrating an example of registered contents in the user profile storage unit 202. FIG. 9 is a flowchart for explaining the request destination candidate search process of the presence server 2.

  An embodiment of the present invention will be described below.

  FIG. 1 is a schematic configuration diagram of a communication system according to the present embodiment.

  As shown in the figure, the communication system according to the present embodiment includes a plurality of communication devices 1-1 to 1-3,. . . , 1-N (hereinafter also simply referred to as communication device 1), presence server 2 that manages the presence of the operator of communication device 1 together with the user profile, and call control server 3 that provides IP phone service to communication device 1. A mail server 4 that provides an electronic mail service to the communication device 1 is interconnected via a LAN 5.

  Here, the communication device 1 acquires user information including the presence of the request destination candidate and the user profile from the presence server 2 according to the search condition received from the operator, and displays it. When the request destination designation is received from the user information from the user information, either the IP phone function or the e-mail function is selected according to the presence included in the user information designated by the request destination. While selecting as a communication tool with a request destination, the destination information in the communication tool with a request destination is specified based on the user profile of this user information. Then, using the communication tool with the request destination and the destination information, the request subject is notified of the name of the request received from the operator, and an inquiry is made as to whether or not the request can be handled. Then, the query result received from the request destination is displayed and if the query result indicates that the request can be handled, the request request received from the operator is sent to the request destination according to the operator's instruction. Notify the contents and request a business.

  When the presence server 2 receives a search request with a search condition specification from the communication apparatus 1, the presence server 2 searches for a request destination candidate having a user profile that satisfies the search condition, and includes the presence and user profile of the searched request destination candidate. The user information is transmitted to the communication device 1 that is the transmission source of the search request.

  2 and 3 are sequence diagrams for explaining an operation example of the communication system according to the present embodiment. Here, a case where the communication system includes three communication devices 1-1 to 1-3 will be described as an example. In this operation example, the initial presence of the communication devices 1-1 to 1-3 is “present”, “meeting”, and “present”, respectively, and the two communication devices 1-2, 1-3 are present. Are assumed to belong to the same organization.

  First, when the communication device 1-1 receives an input of a subject name and a subject content of a request to be requested for investigation, repair, question, consultation, etc. from the operator (S100), it registers these as request information (S101). ). Further, when the communication device 1-1 receives an input of the search condition from the operator (S102), the communication apparatus 1-1 transmits a search request including the search condition to the presence server 2 (S103). Here, it is assumed that an organization name to which each operator of the communication devices 1-2 and 1-3 belongs is input as a search condition.

  Next, the presence server 2 satisfies the search condition included in the search request received from the communication device 1-1 among the user profiles of the operators of the communication devices 1 managed by the presence server 2. Search for. Then, an operator having a user profile that satisfies the search condition is set as a request destination candidate (S104). Here, the operators of the communication devices 1-2 and 1-3 are set as request destination candidates. Then, the presence server 2 transmits user information including the user profile of the request destination candidate and presence to the communication device 1-1 that is the transmission source of the search request (S105). Receiving this, the communication device 1-1 displays a list of user information of the request destination candidates received from the presence server 2 (S106).

  Next, when the communication apparatus 1-1 accepts designation of user information of any one request destination candidate (request destination) from the user information of the request destination candidates displayed in a list (S107), Based on the presence included in the user information of the request destination, a communication tool used to contact the request destination is determined (S108). Here, the user information of the operator of the communication device 1-3 is specified as the user information of the request destination, and the IP phone is connected to the communication device 1-3 based on the presence “attended” included in this user information. It is assumed that the communication tool with the operator is determined.

  Then, the communication apparatus 1-1 identifies the destination information in the communication tool with the request destination based on the user profile included in the user information of the request destination (S109). Here, since the communication tool with the request destination (the operator of the communication apparatus 1-3) is an IP phone, the telephone number of the communication apparatus 1-3 is specified as the destination information.

  Next, using the IP telephone function, the communication apparatus 1-1 transmits a connection request having the telephone number indicated by the destination information (the telephone number of the communication apparatus 1-3) as the call destination number to the call control server 3 ( S110). In response to this, the call control server 3 relays the connection request from the communication device 1-1 to the communication device 1-3 (S111).

  Next, when the communication apparatus 1-3 receives a response operation such as off-hook from the operator in response to a call control request received from the communication apparatus 1-1 via the call control server 3 (S112), the call control server 3 A connection response is returned (S113). In response, the call control server 3 relays the connection response from the communication device 1-3 to the communication device 1-1 (S114). As a result, a communication path is established between the communication device 1-1 and the communication device 1-3, and a call can be established between them (S115).

  Next, the communication device 1-1 converts the subject included in the request information into speech (S116), and requests a predetermined button operation as to whether or not the request can be handled, including the speech data of the subject. Inquiry voice data to be generated is generated (S117). For example, please let us know if you can handle “voice data for the subject”. Button “1” if you can handle, button “2” if you ca n’t, or if you can handle it later. Inquire voice data such as “Please press the button“ 3 ”.” Then, the inquiry voice data is transmitted to the communication device 1-3 via the communication path (S118).

  Next, when any one of the buttons designated by the voice of the inquiry voice data is operated by the operator (S119), the communication device 1-3 is operated by the communication device 1-1 via the communication path. A PB (Push Button) signal corresponding to the selected button is transmitted (S120). Here, it is assumed that the button “2” corresponding to the inability to respond to the request is operated and the PB signal corresponding to this button “2” is transmitted. In response to this, the communication device 1-1 displays the inquiry result “unavailable” indicated by the PB signal received from the communication device 1-3 (S121).

  Thereafter, when receiving a disconnection operation from the operator (S122), the communication device 1-3 transmits a disconnection request to the call control server 3 (S123). In response to this, the call control server 3 relays the disconnection request from the communication device 1-3 to the communication device 1-1 (S124). On the other hand, when receiving a disconnection request from the communication device 1-3 via the call control server 3, the communication device 1-1 returns a disconnection response to the call control server 3 (S125). In response to this, the call control server 3 relays the disconnection response from the communication device 1-1 to the communication device 1-3 (S126). As a result, the communication path between the communication device 1-1 and the communication device 1-3 is disconnected (S127).

  Next, the communication device 1-1 displays again the list of user information of the request destination candidates received from the presence server 2 (S128), and waits for the user information of the new request destination specified by the operator. At this time, the request destination candidate that has been designated as the request destination (here, the operator of the communication device 1-3) may not be able to be designated again as the request destination, for example, the designated user information cannot be selected.

  Thereafter, when the communication device 1-1 accepts the user information of any one of the request destination candidates (request destination) from the list of user information of the request destination candidates displayed again (S129), Based on the presence included in the user information of the request destination, a communication tool used for contact with the request destination is determined (S130). Here, the user information of the operator of the communication device 1-2 is designated as the user information of the request destination, and an e-mail is sent based on the presence “conference” included in this user information. It is assumed that the communication tool with the operator is determined.

  Then, the communication device 1-1 identifies the destination information in the communication tool with the request destination (the operator of the communication device 1-2) based on the user profile included in the user information of the request destination (S131). . Here, since the communication tool with the request destination is an electronic mail, the electronic mail address of the communication device 1-2 is specified as the destination information.

  Next, the communication apparatus 1-1 creates an inquiry mail requesting a reply mail that includes a subject name included in the request information and describes an answer as to whether or not the request can be handled (S132). For example, a message such as “Please indicate whether or not“ Subject ”is available. Check the appropriate item (either“ Available ”or“ Not available ”) and reply this email.” Generates an inquiry mail described in the mail body. Then, the inquiry mail is transmitted to the mail server 4 with the transmission destination address of the inquiry mail as the electronic mail address (the electronic mail address of the communication device 1-2) indicated by the destination information (S133). Receiving this, the mail server 4 transfers this inquiry mail to the communication device 1-2 (S134).

  After that, it is assumed that the conference in which the operator of the communication device 1-2 is participating ends and this operator returns to his / her seat. The communication device 1-2 changes the presence from “in meeting” to “present” in accordance with the presence change operation of the operator (S135), and the presence of the operator of the communication device 1-2 is changed to “present”. A presence change notification for notifying the user is transmitted to the presence server 2 (S136). In response to this, the presence server 2 updates the presence of the operator of the communication device 1-2 from “meeting” to “present” (S137).

  Next, when receiving the received mail display operation from the operator (S138), the communication device 1-2 displays the inquiry mail received from the communication device 1-1 via the mail server 4 (S139). Then, the communication device 1-2 checks whether or not the corresponding item displayed in the inquiry mail can be handled by the operator and the corresponding item is checked, and when the reply operation for this inquiry mail is accepted (S140), A reply mail including the checked item is transmitted to the mail server 4 (S141). Receiving this, the mail server 4 transfers this reply mail to the communication device 1-1 (S142). Here, a reply mail in which the item “available” is checked whether or not the message displayed in the inquiry mail can be handled is sent from the communication device 1-2 via the mail server 4 to the communication device 1-1. It is assumed that it was transmitted to. Receiving this, the communication device 1-1 displays the inquiry result “available” shown in the reply mail received from the communication device 1-2 via the mail server 4 (S143).

  Next, when receiving a request operation from the operator (S144), the communication device 1-1 creates a request mail including the subject name and the content of the request included in the request information (S145). Then, the request mail is transmitted to the mail server 4 by using the transmission destination address of the request mail as the electronic mail address indicated by the destination information (the electronic mail address of the communication apparatus 1-2 as the request destination) (S146). In response to this, the mail server 4 transfers this request mail to the communication device 1-2 (S147).

  Next, details of the communication device 1 and the presence server 2 will be described. In addition, since the existing general call control server and mail server can be used for the call control server 3 and the mail server 4, the detailed description is abbreviate | omitted.

  First, details of the communication device 1 will be described.

  FIG. 4 is a schematic functional configuration diagram of the communication device 1.

  As illustrated, the communication apparatus 1 includes a LAN interface unit 100, a man-machine interface unit 101, an IP telephone function unit 102, an e-mail function unit 103, a presence change operation accepting unit 104, and a presence change notification unit 105. Request information receiving / registering unit 106, search condition receiving unit 107, request destination candidate acquiring unit 108, request destination receiving unit 109, presence / destination information acquiring unit 110, communication tool determining unit 111, inquiry A section 112 and a request section 113.

  The LAN interface unit 100 is an interface for connecting to the LAN 5.

  The man-machine interface unit 101 is an interface for transmitting information and voice to the operator and receiving instructions and voice from the operator. The man-machine interface unit 101 includes a display device such as a liquid crystal panel, an input device such as various keys and buttons, and the like. A voice input / output device including a microphone and a speaker is provided. The display device and the input device may be a liquid crystal panel with a touch panel function.

  The IP telephone function unit 102 performs processing necessary for realizing the IP telephone function in cooperation with the call control server 3. Specifically, outgoing / incoming processing is performed according to a call control protocol such as SIP (Session Initiation Protocol). In addition, call processing is performed according to a transmission protocol such as RTP (Realtime Transport Protocol).

  The e-mail function unit 103 performs processing necessary for realizing an e-mail client function in cooperation with the mail server 4. Specifically, an e-mail addressed to another communication device 1 is transmitted to the mail server 4 in accordance with a mail transfer protocol such as SMTP (Simple Mail Transfer Protocol). In addition, according to a mail reception protocol such as POP (Post Office Protocol) 3, the electronic mail addressed to the communication apparatus 1 is received from the mail server 4.

  The presence changing operation receiving unit 104 receives a presence changing operation from the operator via the man-machine interface unit 101.

  When the presence change operation receiving unit 104 receives a presence change operation, the presence change notification unit 105 generates a presence change notification including the user ID of the operator and the changed presence, and the presence change notification is transmitted to the LAN. The data is transmitted to the presence server 2 via the interface unit 100.

  The request information reception / registration unit 106 receives an input of a business name and a content of a business request to be requested from an operator via the man-machine interface unit 101, and registers these as request information.

  The search condition receiving unit 107 receives search conditions for request destination candidates such as a user name and an organization name from the operator via the man-machine interface unit 101.

  The request destination candidate acquisition unit 108 generates a search request including the search condition received by the search condition reception unit 107, and transmits this search request to the presence server 2 via the LAN interface unit 100. Then, the user information of the request destination candidate that satisfies the search condition is acquired from the presence server 2.

  The request destination accepting unit 109 displays a list of user information of the request destination candidates acquired from the presence server 2 by the request destination candidate acquiring unit 108 on the man-machine interface unit 101, and the request destination candidate user who becomes the request destination from the operator. Accept specification of information.

  The presence / destination information acquisition unit 110 acquires presence and destination information included in the user profile from the user information specified as the request destination by the request destination reception unit 109 and notifies the communication tool determination unit 111 of the presence information.

  Based on the presence notified from the presence / destination information acquisition unit 110, the communication tool determination unit 111 determines a communication tool to be used for contacting the request destination. In the present embodiment, when the presence is “attended”, the IP telephone (IP telephone function unit 102) is determined as a communication tool with the requested party, and “attended” such as “during meeting”, “returning home”, etc. In other cases, the e-mail (e-mail function unit 103) is determined as a communication tool with the request destination. In addition, when the communication tool determining unit 111 determines the IP phone (IP telephone function unit 102) as the communication tool with the request destination, the communication tool determining unit 111 extracts the telephone number from the destination information notified from the presence / destination information acquiring unit 110, This is set as the telephone number. On the other hand, when the e-mail (the e-mail function unit 103) is determined as the communication tool with the request destination, the e-mail address is extracted from the destination information notified from the presence / destination information acquisition unit 110, and the e-mail is transmitted. Set to the destination address.

  The inquiry unit 112 uses the communication tool with the request destination determined by the communication tool determination unit 111, and the subject included in the request information registered in the request information reception / registration unit 106 is sent to the request destination. Queries whether or not the request for the indicated requirement is available. Specifically, when the communication tool with the request destination is an IP phone (IP telephone function unit 102), the subject name included in the request information is converted into speech, and a predetermined inquiry voice including the subject subject voice data. In addition to generating data, the IP telephone function unit 102 establishes a communication path with the requested party, and transmits inquiry voice data to the requested party through this communication path. Then, a PB signal representing the inquiry result is received from the request destination, and the inquiry result is displayed. When the communication tool with the request destination is an e-mail (e-mail function unit 103), a predetermined inquiry mail including the subject name included in the request destination information is generated, and the inquiry mail is transmitted to the request destination. To do. Then, a reply mail indicating the inquiry result is received from the request destination, and the inquiry result is displayed.

  The request unit 113 receives and registers request information in the request destination using the communication tool with the request destination determined by the communication tool determination unit 111 according to the request instruction received from the operator via the man-machine interface unit 101. The request specified by the request information registered in the unit 106 is requested. Specifically, when the communication tool with the request destination is an IP phone (IP telephone function unit 102), the subject name and the subject content included in the request information are voice-converted to obtain the subject name and the subject content. The predetermined request voice data including the voice data is generated, and the request voice data is transmitted to the request destination through the communication path established with the request destination. In addition, when the communication tool with the request destination is an e-mail (e-mail function unit 103), a predetermined request e-mail including the subject name and the contents of the e-mail included in the request destination information is generated, and this request e-mail is Send it to the requester.

  FIG. 5 is a flowchart for explaining the request processing of the communication apparatus 1.

  This flow is started when the operator inputs the subject name and the content of the request to be requested for investigation, repair, question, consultation, etc. to the man-machine interface unit 101.

  First, the request information reception / registration unit 106 receives the request subject name and the content of the request input to the man-machine interface unit 101, and registers them as request information (S200).

  Next, when the search condition receiving unit 107 receives an input of search conditions such as a user name and an organization name from the operator via the man-machine interface unit 101 (YES in S201), the search condition receiving unit 107 acquires the search destination candidate. Notification to the unit 108. In response to this, the request destination candidate acquisition unit 108 transmits a search request including this search condition to the presence server 2 via the LAN interface unit 100 and receives user information of the request destination candidate from the presence server 2. (S202).

  Next, the request destination accepting unit 109 displays a list of user information of the request destination candidates received by the request destination candidate acquiring unit 108 on the man-machine interface unit 101 (S203), and these request destination candidates are displayed by the operator. It waits for the user information of one of the request destination candidates to be specified from among the user information (S204). If any of the request destination candidate user information is designated (YES in S204), the request destination accepting unit 109 passes this user information to the presence / destination information acquiring unit 110 as the request destination user information.

  In response, the presence / destination information acquisition unit 110 acquires presence and destination information included in the user profile from the requested user information (S205). Then, the presence and destination information of the request destination are passed to the communication tool determination unit 111.

  In response to this, the communication tool determination unit 111 determines a communication tool with the request destination based on the presence of the request destination (S206). Specifically, when the presence is “attended”, IP phone K (IP telephone function unit 102) is determined as a communication tool with the requested party, and “attended” such as “in meeting”, “return home”, etc. In other cases, the e-mail (e-mail function unit 103) is determined as a communication tool with the request destination.

  If the IP telephone (IP telephone function unit 102) is determined as a communication rule with the request destination ("IP phone" in S206), the process proceeds to S207, and the e-mail (e-mail function unit 103) is the request destination. If the communication rule is determined (“e-mail” in S206), the process proceeds to S215.

  When the IP telephone (IP telephone function unit 102) is determined as the communication rule with the request destination, in S207, the communication tool determination unit 111 acquires the request destination telephone number and e-mail address from the destination information of the request destination. . Then, the telephone number is notified to the inquiry unit 112 and an inquiry by the IP telephone function unit 102 is instructed. In response to this, the inquiry unit 112 instructs the IP telephone function unit 102 to make a call with the requested telephone number as the callee number. In accordance with this instruction, IP telephone function unit 102 performs call processing for the requested telephone number in cooperation with call control server 3. As a result, a communication path is established with the requested party via the LAN interface unit 100 (S208).

  Next, the inquiry unit 112 extracts a subject name from the request information registered in the request information reception / registration unit 106 and performs voice conversion. Then, the inquiry voice data including the voice data of the subject name and requesting a predetermined button operation as to whether or not the request can be handled is generated, and the inquiry voice data is passed to the IP telephone function unit 102. In response to this, the IP telephone function unit 102 transmits the inquiry voice data to the request destination via the communication path (S209).

  Next, the IP telephone function unit 102 receives a PB signal from the request destination via the communication path, and notifies the inquiry unit 112 of the PB signal. In response to this, the inquiry unit 112 displays the inquiry result assigned to the button corresponding to this PB signal (any one of “available”, “not available”, and “available later”). (S210).

  Next, the inquiry unit 112 determines whether or not the response indicated by the inquiry result is possible (S211). When the inquiry result indicates that the request can be handled (“can be handled” in S211), the process proceeds to S212, and when the query result indicates that the request cannot be handled (“cannot be handled” in S211). ), Go to S221. If it indicates that the request can be handled later (“can be handled later” in S211), the process proceeds to S223.

  In S212, if the inquiry unit 112 receives a request operation from the operator via the man-machine interface unit 101 within a predetermined time after displaying the inquiry result (YES in S212), the inquiry unit 112 sends a request to the request unit 113. The telephone number is notified and the IP telephone function unit 102 requests transmission of the requested voice data. In response to this, the request unit 113 extracts the subject name and the content of the request from the request information registered in the request information reception / registration unit 106, and performs voice conversion. Then, request voice data for requesting a message is generated including voice data of the subject name and the contents of the message, and the request voice data is transferred to the IP telephone function unit 102 together with the telephone number of the request destination. The IP telephone function unit 102 transmits the request voice data to the request destination via the communication path established with the request destination telephone number (S213). Thereafter, the inquiry unit 112 instructs the IP telephone function unit 102 to switch to a normal call. On the other hand, if the requested operation is not received from the operator within a predetermined time (NO in S212), inquiry unit 113 immediately instructs IP phone function unit 102 to switch to a normal call. When receiving an instruction to switch to the normal telephone from the inquiry unit 112, the IP telephone function unit 102 connects the call path with the requested party to the man-machine interface unit 101 (S214), and ends this flow. As a result, the operator can have a conversation with the requested party.

  In step S <b> 221, the inquiry unit 112 instructs the IP telephone function unit 102 to disconnect the communication path. In response, IP telephone function unit 102 disconnects the communication path with the requested party. Then, the request destination accepting unit 109 determines whether or not the request destination candidate user information not yet designated as the request destination remains among the request destination candidate user information received by the request destination candidate acquiring unit 108. Judgment is made (S222). If the user information of the request destination candidate not specified as the request destination remains (YES in S222), the process returns to S203 and waits for a new request destination to be specified. On the other hand, if there is no remaining user information of the request destination candidate not designated as the request destination (NO in S222), this flow ends.

  In step S223, the inquiry unit 112 instructs the IP telephone function unit 102 to disconnect the communication path. In response, IP telephone function unit 102 disconnects the communication path with the requested party. Then, the process proceeds to S219.

  On the other hand, when the e-mail (e-mail function unit 103) is determined as the communication rule with the request destination, in S215, the communication tool determination unit 111 acquires the e-mail address of the request destination from the destination information of the request destination. Then, the e-mail address is notified to the inquiry unit 112 and an inquiry by the e-mail function unit 103 is instructed.

  In response to this, the inquiry unit 112 extracts a subject name from the request information registered in the request information reception / registration unit 106. Then, an inquiry mail for requesting a reply mail including an answer as to whether or not the request can be handled including the subject name is created, and the inquiry mail is sent to the email function unit 103 together with the email address of the request destination. To pass.

  In response to this, the e-mail function unit 103 transmits an inquiry e-mail having the e-mail address of the request destination as the transmission destination address to the mail server 4 via the LAN interface unit 100 (S216). After that, if the e-mail function unit 103 receives a reply mail for the inquiry mail from the request destination via the mail server 4, the electronic mail function part 103 passes this to the inquiry unit 112. The inquiry unit 112 displays the inquiry result described in the reply mail (any one of “available” and “not available”) (S217).

  Next, the inquiry unit 112 determines whether or not the response indicated by the inquiry result is possible (S218). When the inquiry result indicates that the request cannot be handled (NO in S218), the request destination accepting unit 109 still requests the user information of the request destination candidates received by the request destination candidate acquiring unit 108. It is determined whether or not user information of a request destination candidate not previously specified remains (S222). If the user information of the request destination candidate not specified as the request destination remains (YES in S222), the process returns to S203 and waits for a new request destination to be specified. On the other hand, if there is no remaining user information of the request destination candidate not designated as the request destination (NO in S222), this flow ends.

  When the inquiry result indicates that the request can be handled (YES in S218), or when the request destination is able to respond to the request later, the call path with the request destination is disconnected (S223) If the inquiry unit 112 receives a request operation from the operator via the man-machine interface unit 101 within a predetermined time after displaying the inquiry result (YES in S219), the inquiry unit 112 sends a request destination to the request unit 113. An e-mail address is notified and an inquiry by the e-mail function unit 103 is instructed.

  In response to this, the request unit 113 extracts the subject name and the content of the request from the request information registered in the request information reception / registration unit 106. Then, a request mail including the subject name and the contents of the request is generated, and this request mail is transferred to the electronic mail function unit 103 together with the electronic mail address of the request destination. The e-mail function unit 103 transmits a request e-mail with the e-mail address of the request destination as a transmission destination address to the mail server 4 via the LAN interface unit 100 (S220), and then ends this flow.

  Next, details of the presence server 2 will be described.

  FIG. 6 is a schematic functional configuration diagram of the presence server 2.

  As illustrated, the presence server 2 includes a LAN interface unit 200, a presence data storage unit 201, a user profile storage unit 202, a presence update unit 203, and a request destination candidate search unit 204.

  The LAN interface unit 200 is an interface for connecting to the LAN 5.

  Presence data storage unit 201 stores presence data of operators of each communication device 1. FIG. 7 is a diagram schematically showing an example of registered contents in the presence data storage unit 201. As shown in the figure, a presence data record 2010 is stored in the presence data storage unit 201 for each operator of the communication apparatus 1. The presence data record 2010 includes a field 2011 for registering the user ID of the operator of the communication apparatus 1 and a field 2012 for registering the presence of the operator (at the present, during a meeting, returning home, going out, on the phone, etc.). Have.

  The user profile storage unit 202 stores user profiles of operators of the communication devices 1. FIG. 8 is a diagram schematically illustrating an example of registered contents in the user profile storage unit 202. As illustrated, the user profile storage unit 202 stores a user profile record 2020 for each operator of the communication apparatus 1. The user profile record 2020 includes a field 2021 for registering the user ID of the operator of the communication apparatus 1, a field 2022 for registering the user name of the operator, and a field for registering an organization name such as a department to which the operator belongs. 2023, a field 2024 for registering destination information (telephone number, e-mail address, etc.) of the operator, and a field 2025 for registering remark information such as the operator's specialty and charge.

  When the presence update unit 203 receives the presence change notification from the communication apparatus 1 via the LAN interface unit 200, the presence update unit 203 stores the record 2010 in which the user ID included in the presence change notification is registered in the field 2011. Search from 201. Then, the presence registered in the field 2012 of the retrieved record 2010 is updated to the presence included in the presence change notification.

  Upon receiving a search request from the communication device 1 via the LAN interface unit 200, the request destination candidate search unit 204 sends a user profile record 2020 that satisfies the search conditions included in the search request from the user profile storage unit 202. In addition to searching, a presence record 2010 having the same user ID as the searched record 2020 is searched from the presence data storage unit 201. Then, for each user ID, user information including presence and user profile is generated based on the searched records 2010 and 2020, and these are used as user information of request destination candidates, and a search request is made via the LAN interface unit 200. Send to the sender.

  FIG. 9 is a flowchart for explaining the request destination candidate search process of the presence server 2.

  This flow is started when the request destination candidate search unit 204 receives a search request from the communication apparatus 1 via the LAN interface unit 200.

  First, the request candidate search unit 204 searches the user profile storage unit 202 for the record 2020 using the search condition included in the search request received from the communication device 1 via the LAN interface unit 200 as a search key ( S300). Specifically, the user profile storage unit 202 searches the records 2020 in which words included in the search condition are registered in any of the fields 2021 to 2025.

  Next, for each record 2020 of the searched user profile, the request destination candidate search unit 204 stores a record 2010 in which the user ID registered in the field 2021 of this record 2020 is registered in the field 2011, and the presence data storage unit 201. (S301).

  Then, for each record 2020 of the searched user profile, the request destination candidate search unit 204 stores the user ID, user name, department, destination information, remarks, and this user registered in the fields 2021 to 2025 of the record 2020. User information including the presence registered in the field 2012 of the record 2010 whose ID is registered in the field 2011 is generated (S302). Then, the generated user information is transmitted as request destination candidate user information to the search request transmission source via the LAN interface unit 200 (S303).

  The embodiment of the present invention has been described above.

  In the present embodiment, the communication apparatus 1 includes an IP telephone function unit 102 and an e-mail function unit 103 as communication tools, and selects a communication tool according to the presence of the requested party from these communication tools. . Then, using the selected communication tool, the request destination is informed of the subject name, inquired whether the request can be handled, and the inquiry result is received from the request destination and output. Therefore, according to the present embodiment, prior to the request, the request destination is inquired as to whether or not the request can be handled using the communication tool according to the presence of the request destination. A request can be made to a partner who can respond to the request.

  Further, in the present embodiment, when the IP telephone function unit 102 is selected as the communication tool with the request destination, the communication apparatus 1 establishes a communication path with the request destination in cooperation with the call control server 3. At the same time, inquiry voice data including the voice data of the subject included in the request information registered in advance is generated, and the inquiry voice data is transmitted to the request destination via the communication path. Then, a PB signal representing the inquiry result is received from the request destination. Therefore, according to the present embodiment, it is possible to inquire whether the request can be handled without forcing the request destination to have a conversation, thereby improving convenience of both the request source and the request destination.

  Further, in this embodiment, when the communication device 1 selects the electronic mail function unit 103 as a communication tool with the request destination, the communication device 1 sends an inquiry mail including the subject name included in the request information registered in advance. The inquiry mail is generated and transmitted to the request destination in cooperation with the mail server 4. Then, a reply mail describing the inquiry result is received from the request destination. Therefore, according to the present embodiment, it is possible to make an inquiry to a requesting party who cannot answer the call because of a meeting or the like as to whether the request can be handled. Will improve.

  In the present embodiment, the communication device 1 uses a communication tool with the request destination according to the operation requested by the operator when the inquiry result received from the request destination indicates that the request can be handled. The contents of the request included in the request information registered in advance are transmitted to the request destination. Therefore, according to the present embodiment, it is possible to send the contents of the request to a request destination that is clearly compatible with the request, and therefore it is possible to request the request more effectively.

  Further, in the present embodiment, when the communication device 1 receives a request destination search condition from the operator, the communication device 1 transmits a search request including the search condition received from the operator to the presence server 2, and the presence server 2 2, user information including the user profile and presence of the request destination candidate that satisfies this search condition is received. Then, the user information of each request destination candidate is displayed as a list, and selection of the request destination is accepted from the operator. Therefore, according to this embodiment, the operator can select a request destination candidate suitable for a request to be requested as a request destination from the request destination candidates by referring to the user profile of the request destination candidate. This improves the convenience for the operator.

  In addition, this invention is not limited to said embodiment, Many deformation | transformation are possible within the range of the summary.

  For example, in the above embodiment, the communication device 1 includes the IP telephone function unit 102 and the electronic mail function unit 103 as a plurality of types of communication tools, but the present invention is not limited to this. Instead of these communication tools, or in addition to these communication tools, communication tools such as a video phone, voice mail, and FAX may be provided. In addition, although the request destination can answer any of the three types of correspondences that cannot be handled, can be handled, and can be handled later, the present invention is not limited to this. For example, it may be possible to answer either of two types of correspondences that cannot be handled and those that can be handled. In addition, another response may be added, such as forwarding an inquiry telephone by extension or forwarding an inquiry mail to another e-mail address.

  In the above embodiment, the functional configurations of the communication device 1 and the presence server 2 shown in FIGS. 4 and 6 are hardened by an integrated logic IC such as ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array). It may be realized by a computer, or may be realized by a software by a computer such as a DSP (Digital Signal Processor). Or, in a general-purpose computer such as a PC (Personal Computer) equipped with an auxiliary storage device such as a CPU, memory, HDD, DVD-ROM, and a communication interface such as a modem or NIC (Network Interface Card), the CPU executes a predetermined program. It may be realized by loading from an auxiliary storage device onto a memory and executing it.

  1, 1-1 to 1-3,. . . , 1-N: communication device, 2: presence server, 3: call control server, 4: mail server, 5: LAN, 100: LAN interface unit, 101: man-machine interface unit, 102: IP telephone function unit, 103: E-mail function unit 104: Presence change operation reception unit 105: Presence change notification unit 106: Request information reception / registration unit 107: Search condition reception unit 108: Request destination candidate acquisition unit 109: Request destination reception unit 110: Presence / destination information acquisition unit 111: Communication tool determination unit 112: Inquiry unit 113: Request unit 200: LAN interface unit 201: Presence data storage unit 202: User profile storage unit 203: Presence Update unit, 204: Request destination candidate search unit

Claims (2)

A communication device comprising a plurality of communication means ,
A request receiving means for receiving an outline of the request request;
Condition accepting means for accepting the request destination condition;
Presence acquisition means for acquiring presence of at least one request destination candidate that satisfies the condition received by the condition reception means;
Request destination accepting means for displaying information relating to at least one request destination candidate that satisfies the condition accepted by the condition accepting means, and accepting designation of the request destination;
A communication selection unit that selects a communication unit according to the presence of the request destination received by the request destination reception unit from the plurality of communication units;
Using the communication means selected by the communication selection means, an inquiry as to whether or not to respond to the outline of the message received by the message receiving means is sent to the request destination received by the request destination receiving means, Inquiry means for receiving an answer to the inquiry from a request destination;
If the response to the received inquiry indicates that the response is based on the outline of the request, the request receiving unit receives the request using the communication unit selected by the communication selecting unit. It includes a request unit that transmits the details of the requirements, and
The message receiving means is
The communication apparatus that receives details of the requested request together with an outline of the request. The communication device according to claim 1 ,
A communication apparatus further comprising request destination candidate information acquisition means for acquiring information related to at least one request destination candidate that satisfies the condition received by the condition reception means from a database provided in a predetermined server or the own communication apparatus. .

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