JP2002314710A - Callback system, callback method and callback program - Google Patents

Abstract

(57) [Summary] [PROBLEMS] To easily and inexpensively realize a callback service without deteriorating call quality. SOLUTION: When a “callback button” in a web page is pressed by a user terminal 4 of a user B who has accessed a web page WP of a user A, a server device 12 changes the access destination of the user terminal 4. Change to server device 13. The server device 13 acquires the callback condition (callback destination telephone number, designated time, name, etc.) input from the user terminal 4 and notifies the callback condition to the terminal adapter 3 of the user A. After calling the telephone 2, the terminal adapter 3 calls the designated callback destination telephone number, and after the telephone 5 answers, establishes a line between the telephone 2 and the telephone 5.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to the so-called BtoC (Business to Customer) communication field for connecting a company and a general user, and more particularly to a connection service that uses the Internet and a telephone network in cooperation. The present invention relates to a preferred callback system, a callback method, and a callback program.

[0002]

2. Description of the Related Art With the spread of the Internet in recent years, in the field of B2C communication using the Internet, CRM (Customer Relationship Management) has been used.
Due to the growing need for
By providing a tag such as "lto", inquiries by electronic mail, information distribution, and the like are frequently performed between a user who has accessed a web page and a company representative. On the other hand, telephone service is still an effective means of communication in terms of its interactivity and call quality, and many companies provide a user service counter using a free phone or the like.

[0003]

By the way, as a form of communication that integrates a user and a company, a "callback button" is provided on a web page, and when the user clicks the "callback button", the company sends a message to the user. Callback services have been considered in which calls are made to enable calls. The callback service is based on a method of providing a call center facility in cooperation with a Web server on a company side, a VoIP (Voice over Internet Pr
Various methods have been devised, such as a method of providing voice communication between a user and a company by VoIP at the same time as accessing a web page by providing a facility. However, all of these methods have problems in that, in realizing the service, there are restrictions on the device and communication quality on the user side, and the service provider and the company require great capital investment and the like.

[0004] The present invention has been made in view of the above-mentioned circumstances, and provides a callback system, a callback method, and a callback method capable of easily and inexpensively realizing a callback service without deteriorating communication quality. The purpose is to provide the program.

[0005]

In order to solve the above-mentioned problems, according to the present invention, an ISDN line is accommodated and at least a telephone device used by a first user is connected to a telephone line network. A callback condition from the dial-up device to be executed and the information processing device of the second user who has accessed through the web page of the first user,
A server device for notifying the dial-up device of the acquired callback condition, wherein the dial-up device performs the second
A call is made to the telephone device of the second user and a line between the telephone device used by the second user and the telephone device used by the first user is connected. According to the present invention, the first
The connection is automatically looped back by the dial-up device that accommodates the ISDN line and is used by the first user, so that a callback call can be made between the first user and the second user. Therefore, the callback service can be easily and inexpensively realized with only the dial-up device and the ISDN line corresponding to the callback without lowering the communication quality.

Further, according to the invention described in claim 2, according to claim 1,
2. The callback system according to claim 1, wherein the web server device presents the web page of the first user so as to be accessible via the Internet, and wherein the second server has accessed the web page of the first user. When the "click-back button" provided on the web page of the first user is clicked by the user, the access destination of the information processing device of the second user is changed to the server device. It is characterized by having a web server device. According to the present invention, the second user who desires the callback is automatically executed by simply clicking the “callback button” provided on the first user's web page. Therefore, the operability and convenience of the second user can be improved, the load on the server device can be reduced, and even if the number of users increases, it is possible to flexibly respond.

[0007] According to the third aspect of the present invention, the first aspect of the present invention.
3. The callback system according to claim 2, wherein the server device can change a dial-up device that notifies a callback condition based on an access from the first user. According to the invention,
When the first user uses a plurality of dial-up devices, it is possible to arbitrarily change which dial-up device calls back, so that the operability and convenience of the first user are improved. Can be done.

Further, according to the invention described in claim 4, according to claim 2,
Or in the callback system according to 3, wherein the web server device changes the access destination of the information processing device of the second user to the server device.
Notifying the URL of the web page accessed by the information processing device of the user to the server device, and the server device specifies a notification destination of the callback condition based on the URL from the web server device. It is characterized by.
According to the present invention, the dial-up device to be called back can be automatically changed based on the URL of the web page accessed by the second user.
User's operability and convenience can be improved.

Further, according to the invention of claim 5, according to claim 1,
5. The callback system according to any one of claims 1 to 4, wherein the server device notifies the dial-up device of a URL of a web page accessed by the information processing device of the second user together with the callback condition. The dial-up device notifies the URL notified from the server device to the information processing device of the first user, and calls the information processing device of the first user by a call by the dial-up device. Dial-up connection to the Internet on a different channel from the back call,
The web page of the notified URL is displayed. According to the present invention, in addition to the direct call by the callback between the first user and the second user, the URL web page accessed by the second user is used for the first use. Shared between the user and the second user.

[0010] In order to solve the above-mentioned problems,
In the invention according to claim 6, the server device accessible via the Internet acquires the callback condition from the information processing device of the second user who has accessed through the web page of the first user, The server device notifies the acquired callback condition to a dial-up device that accommodates an ISDN line and connects the telephone device of the first user to a telephone network at least. A call is made to the second user's telephone device via a telephone network based on the back condition, and a line is connected between the second user's telephone device and the first user's telephone device. It is characterized by doing. ADVANTAGE OF THE INVENTION According to this invention, it is automatically looped back and connected by the dial-up apparatus which accommodates an ISDN line used by a 1st user, and a callback call is possible between a 1st user and a 2nd user Becomes Therefore, the callback service can be easily and inexpensively realized with only the dial-up device and the ISDN line corresponding to the callback without lowering the communication quality.

Further, according to the invention of claim 7, according to claim 6,
In the callback method described above, the "callback button" provided on the web page of the first user is clicked by the second user who has accessed the web page of the first user. Then, the second
The access destination of the information processing device of the user is changed to the server device. According to the present invention, the second user who desires the callback is automatically executed by simply clicking the “callback button” provided on the first user's web page. Therefore, the operability and convenience of the second user can be improved, the load on the server device can be reduced, and even if the number of users increases, it is possible to flexibly respond.

According to the invention described in claim 8, according to claim 6,
Alternatively, in the callback method according to claim 7, the dial-up device that notifies the callback condition can be changed based on the access from the first user. According to the present invention, when the first user uses a plurality of dial-up devices, it is possible to arbitrarily change which dial-up device is used to call back. Performance and convenience can be improved.

According to the ninth aspect of the present invention, in the sixth aspect,
9. The callback method according to any one of claims 8 to 8, wherein when the access destination of the information processing device of the second user is changed to the server device, the information processing device of the second user is accessing. The URL of the web page is notified to the server device, and a notification destination of the callback condition is specified based on the URL. According to the present invention, the dial-up device to call back can be automatically changed based on the URL of the web page accessed by the second user, so that the operability and convenience of the second user are provided. Can be improved.

According to a tenth aspect of the present invention, in the callback method according to any one of the sixth to ninth aspects, the information processing apparatus of the second user accesses together with the callback condition. UR of web page
L to the dial-up device, and a URL notified from the server device by the dial-up device.
To the information processing device of the first user, and makes the information processing device of the first user dial-up connect to the Internet on a different channel from the call for the callback by the dial-up device. , URL notified
Is displayed. According to the present invention, in addition to the direct call by the callback between the first user and the second user, the URL web page accessed by the second user is used for the first use. Shared between the user and the second user.

In order to solve the above-mentioned problems,
According to the eleventh aspect of the present invention, the step of acquiring the callback condition from the information processing device of the second user who has accessed through the web page of the first user, by the server device accessible via the Internet. And the callback condition acquired by the server
Accommodating an SDN line, and at least notifying a dial-up device connecting the telephone device of the first user to a telephone line network;
Making a call to the second user's telephone device via a telephone network based on a callback condition; and establishing a call between the second user's telephone device and the first user's telephone device. Connecting a line to a computer. ADVANTAGE OF THE INVENTION According to this invention, it is automatically looped back and connected by the dial-up apparatus which accommodates an ISDN line used by a 1st user, and a callback call is possible between a 1st user and a 2nd user Becomes Therefore, a callback compatible dial-up device and an ISD
A callback service can be easily and inexpensively realized with only N lines without lowering the call quality.

According to a twelfth aspect of the present invention, in the callback program of the eleventh aspect, the first program
When the “callback button” provided on the web page of the first user is clicked by the second user who has accessed the web page of the second user, The access destination of the information processing device
The method is characterized by causing a computer to execute the step of changing to the server device. According to the present invention, the second user who desires the callback is automatically executed by simply clicking the “callback button” provided on the first user's web page. Therefore, the operability and convenience of the second user can be improved, the load on the server device can be reduced, and even if the number of users increases, it is possible to flexibly respond.

In order to solve the above-mentioned problems,
According to the thirteenth aspect, a server device accessible via the Internet acquires a callback condition from the information processing device of the second user who has accessed the web page of the first user. And the callback condition acquired by the server
Accommodating an SDN line, and at least notifying a dial-up device connecting the telephone device of the first user to a telephone line network;
Making a call to the second user's telephone device via a telephone network based on a callback condition; and establishing a call between the second user's telephone device and the first user's telephone device. And a computer-readable recording medium on which a callback program for causing a computer to execute a step of connecting a line is recorded. ADVANTAGE OF THE INVENTION According to this invention, it is automatically looped back and connected by the dial-up apparatus which accommodates an ISDN line used by a 1st user, and a callback call is possible between a 1st user and a 2nd user Becomes Therefore, the callback service can be easily and inexpensively realized with only the dial-up device and the ISDN line corresponding to the callback without lowering the communication quality.

According to the present invention, the server device accessible via the Internet acquires the callback condition from the information processing device of the second user who has accessed through the web page of the first user, The server device notifies the acquired callback condition to a dial-up device that accommodates an ISDN line and connects the telephone device of the first user to a telephone network at least. On the basis of a condition, a call is made to the second user's telephone device via a telephone line network, and a line between the second user's telephone device and the first user's telephone device is connected. . Therefore, the callback service can be easily and inexpensively realized between the first user and the second user without deteriorating the communication quality.

[0019]

Embodiments of the present invention will be described below with reference to the drawings. A. Configuration of Embodiment FIG. 1 is a block diagram showing a network configuration to which a callback system according to an embodiment of the present invention is applied.
In FIG. 1, a user terminal 1 is a personal computer used by a user A, and is connected to a server device 12 or a server device 13 on the Internet 11 via a telephone line network (including an ISDN line) 15 by a terminal adapter 3. It has a function of accessing and browsing web pages provided by the server devices 12 and 13. The telephone 2 is a fixed telephone used by the user A and having a voice call function.
Is connected to the telephone line network 15 via the. The terminal adapter 3 is an apparatus that accommodates an ISDN line and connects the user terminal 1 and the telephone 2 to a telephone network 15.

The user terminal 4 is a personal computer used by the user B.
Has a function of accessing the server device 12 or the server device 13 through the server and browsing web pages provided by the server device 12 or the server device 13. The telephone 5 is used by the user B and has a voice communication function, and is connected to a telephone network 15. Telephone 5
May be a mobile phone or the like.

The server device 12 is a WWW server that provides the web page of the user A,
And is accessed from the user terminals 1 and 4 via. Here, the web page of the user A is referred to as “W
P ”. The server device 12 accesses the server device 13 when a "callback button" in the web page being accessed is pressed by a user terminal (for example, the user terminal 4) accessing the web page WP. The access destination of the user terminal 4 is changed.

The server device 13 includes a “callback button” in a web page WP provided by the server device 12.
Is provided to the user terminal (for example, the user terminal 4) accessed by pressing. Further, the server device 13 acquires the callback conditions (callback destination telephone number, designated time, name, etc.) input from the input screen, specifies the telephone number of the user A according to the callback request, and calls it. Then, the terminal adapter 3 is notified of the callback condition via the telephone network 15. The notification includes the ISDN UUI
(User user information) and the like.

The functions of the terminal adapter 3 and the functions of the server device 12 and the server device 13 are each realized by executing a program stored in a storage unit (not shown). The storage unit is a non-volatile memory such as a hard disk device, a magneto-optical disk device, a flash memory, or a random access memory (RAM).
, Or a combination thereof. Also, the storage unit is
When the program is transmitted through a network such as the Internet or a communication line such as a telephone line, a program or the like that retains the program for a certain period of time, such as a volatile memory (RAM) in a computer system serving as a server or a client when transmitted. Including.

The above program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting a program refers to a medium having a function of transmitting information, such as a network such as the Internet or a communication line such as a telephone line. Also,
The program may be for realizing a part of the processing described above. Furthermore, what can be realized by a function of the terminal adapter 3 or a combination of a program already recorded in each of the server device 12 and the server device 13, that is, a so-called difference file (difference program) may be used.

B. Next, the operation of this embodiment will be described in detail with reference to the timing chart shown in FIG. In the following,
A case where a callback request is made from the user terminal 4 will be described as an example.

When the user B presses the “callback button” in the web page WP while browsing the web page WP of the user A provided by the server device 12 from the user terminal 4 (S200, S201). Then, the access destination of the user terminal 4 is switched to access the server device 13 via the Internet 11 (S202, S20).
3).

After connecting to the server device 13, the user B sends a callback destination telephone number (in this case, the telephone number of the telephone 5), a designated time, and a name (in this case, the name of the user B) from the user terminal 4. Is input (S204). At this time, if the Internet connection destination (dial-up destination = the telephone number of the access point of the provider) and the callback destination telephone number are the same,
The user of the callback destination is urged to disconnect the Internet connection (S208). Note that this does not apply to the connection using ISDN.

The server device 13 determines from the input callback condition that the request is a callback request to the user A, and via the line 14, the telephone line network 15, and the line 16, the terminal adapter of the user A Make a call to 3. At this time, using the UUI information of the connection request, the service identifier, the callback destination number, the name, and the like are notified to the terminal adapter 3 of the user A (S205).

The terminal adapter 3 is connected to the server device 13
After analyzing the data set in the UUI information from, the telephone 2 capable of talking is called (S206, S207),
The communication with the server device 13 is disconnected (S209). Next, the terminal adapter 3 calls the specified callback destination telephone number (S210). As a result, the telephone is connected to the telephone 5 of the designated telephone number via the telephone line network 15 and the line 18, and after the telephone 5 answers, the telephone 2
A callback call is established between the telephone and the telephone 5 (S2).
11). Thereafter, a direct call can be made between the telephone set 2 of the user A and the telephone set 5 of the user B.

The embodiment described above is only the simplest form of the present invention. Modifications as described below can be applied to the present embodiment.

(1) When a plurality of terminal adapters and a plurality of ISDN lines are installed in the user A, the user A who accesses the server 13 by the user terminal 1 sets the terminal A in the server 13. The notification destination of the callback condition, that is, the terminal adapter to be called back may be changeable.

(2) The callback destination of the server 13 may be changed according to the URL accessed by the user B in the server 12.
More specifically, when the access destination is changed from the server device 12 to the server device 13, the URL of the web page accessed by the server device 12 is transmitted to the server device 13, and the server device 13 transmits the URL to the URL. Based on this, the ISDN line of the callback destination is specified. In this case, it is automatically selected according to the URL accessed by the callback destination.

(3) The UR accessed by the user B to link the web pages between the user A and the user B using the Internet 11 between the user A and the user B.
L is added to the notification information to the terminal adapter 3 on the user A side. Further, a function of notifying the user terminal 1 connected to the terminal adapter 3 of the URL, and connecting to the Internet 11 using a B channel different from the telephone call, and automatically displaying a web page of the notified URL. Function may be provided. In this case, between the user A and the user B, it is possible to refer to a common web page in addition to the fact that a direct call by callback is possible.

(4) In addition to the above (3), the server 13 may be provided with a function of sharing and coordinating pointers and form inputs on the same web page.

(5) A charging function for collecting a fee from the user for registration and use of the callback service may be provided.

According to the above-described embodiment, by making a callback request from the web page being viewed by the user B, the terminal adapter 3 of the user A using the ISDN line automatically returns the connection and uses the network. Callback between user A and user B becomes possible. Therefore, a callback compatible terminal adapter and IS
The callback service can be easily and inexpensively realized with only the DN line without deteriorating the communication quality.

[0037]

As described above, according to the present invention,
The server device accessible via the Internet acquires the callback condition from the information processing device of the second user who has accessed via the web page of the first user, and the call acquired by the server device The back condition is notified to a dial-up device that accommodates an ISDN line and connects the telephone device of the first user to a telephone network at least.
A call is made to the second user's telephone device via a telephone network based on a callback condition, and a line between the second user's telephone device and the first user's telephone device is established. Since the connection is made, there is an advantage that the callback service can be easily and inexpensively realized between the first user and the second user without deteriorating the communication quality.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a callback system according to an embodiment of the present invention.

FIG. 2 is a timing chart illustrating a communication procedure between components in the embodiment.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 User terminal (1st user's information processing apparatus) 2 Telephone (1st user's telephone apparatus) 3 Terminal adapter (1st user's dial-up apparatus) 4 User's terminal (2nd user's Information processing device) 5 Telephone (telephone device of second user) 11 Internet 12 Server device (Web server device) 13 Server device 14, 16, 18 lines 15 Telephone network

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5K024 GG01 5K101 LL02 LL03 MM06 MM07 PP03 RR12 RR15

Claims (13)

[Claims] 1. A dial-up device accommodating an ISDN line and connecting at least a telephone device used by a first user to a telephone line network, and a dial-up device having accessed via a web page of the first user. A server device for acquiring a callback condition from the information processing device of the second user and notifying the acquired callback condition to the dial-up device, wherein the dial-up device is configured based on the callback condition. A call to the telephone device of the second user and connecting a line between the telephone device used by the second user and the telephone device used by the first user. system. 2. A web server device for presenting a web page of the first user so as to be accessible via the Internet, wherein the second user has accessed the web page of the first user. Clicks on a "callback button" provided on the web page of the first user, thereby changing the access destination of the information processing device of the second user to the server device The callback system according to claim 1, further comprising a device. 3. The call according to claim 1, wherein the server device can change a dial-up device that notifies a callback condition based on an access from the first user. Back system. 4. When the web server device changes the access destination of the information processing device of the second user to the server device, the web server device accessed by the information processing device of the second user. 4. The callback according to claim 2, wherein a URL of the page is notified to the server device, and the server device specifies a notification destination of the callback condition based on the URL from the web server device. system. 5. The server device notifies the dial-up device of a URL of a web page accessed by the information processing device of the second user, together with the callback condition, Notifying the URL notified from the server device to the information processing device of the first user, and providing the information processing device of the first user with a channel different from the call for the callback by the dial-up device. The callback system according to any one of claims 1 to 4, wherein a dial-up connection is made with the Internet to display a web page of the notified URL. 6. A server device accessible via the Internet, acquires callback conditions from an information processing device of a second user who has accessed via a web page of the first user, and By using the acquired callback condition,
An ISDN line is accommodated, and at least a dial-up device for connecting the telephone device of the first user to a telephone line network is notified. The dial-up device uses the second user based on a callback condition. Making a call to a telephone device of the second user via a telephone network, and connecting a line between the telephone device of the second user and the telephone device of the first user. 7. When a “callback button” provided on the web page of the first user is clicked by the second user who has accessed the web page of the first user. 7. The callback method according to claim 6, wherein an access destination of the information processing device of the second user is changed to the server device. 8. The callback method according to claim 6, wherein a dial-up device for notifying a callback condition can be changed based on an access from the first user. 9. When the access destination of the information processing device of the second user is changed to the server device, the URL of a web page accessed by the information processing device of the second user is changed to the server device. 9. The callback method according to claim 6, wherein a notification is made to the device, and a notification destination of the callback condition is specified based on the URL. 10. A notification of a URL of a web page accessed by the information processing device of the second user together with the callback condition to the dial-up device, and a notification from the server device by the dial-up device. To the information processing device of the first user, and dials the Internet to the information processing device of the first user on a different channel from the call for the callback by the dial-up device. The callback method according to any one of claims 6 to 9, wherein the connection is made up and the web page of the notified URL is displayed. 11. Acquiring a callback condition from an information processing device of a second user who has accessed through a web page of the first user by a server device accessible via the Internet; The callback condition acquired by the server device is
Accommodating an ISDN line and at least notifying a dial-up device for connecting the telephone device of the first user to a telephone network; and the dial-up device, based on a callback condition, Making a computer execute a step of calling a user's telephone device via a telephone network, and a step of connecting a line between the second user's telephone device and the first user's telephone device A callback program, characterized in that: 12. When a “callback button” provided on the web page of the first user is clicked by the second user who has accessed the web page of the first user. The computer-readable storage medium according to claim 11, wherein the program causes a computer to execute a step of changing an access destination of the information processing device of the second user to the server device. 13. A step of acquiring a callback condition from an information processing device of a second user who has accessed through a web page of a first user by a server device accessible via the Internet; The callback condition acquired by the server device is
Accommodating an ISDN line and at least notifying a dial-up device for connecting the telephone device of the first user to a telephone network; and the dial-up device, based on a callback condition, Making a computer execute a step of calling a user's telephone device via a telephone network, and a step of connecting a line between the second user's telephone device and the first user's telephone device Computer-readable recording medium that stores a callback program for the computer.