JP2000324249A - Call holding method by telecommunications network - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve the convenience of communication service between a caller and a receiving destination subscriber by connecting a call from the caller to voice response information collection equipment in a telecommunication network and holding it, even though the receiving destination subscriber is not provided with voice response information collection equipment. SOLUTION: When a caller 1 makes call out to a receiving destination subscriber, an exchange 3 transmits it to a service controller 6, the controller 6 transmits call information including information with which the caller can be identified to the computer of the receiving destination subscriber, and the computer 8 decides whether to instruct a service controller 6 in a network to perform line connection of the call to voice response information collection equipment 4. The equipment 4 transmits voice notice to the caller 1, and the computer 8 instructs the controller 6 to connect the call to the communication equipment of the receiving destination subscriber. The existence or the absence of an exchange 7 connected to the exchange 3 via a relay exchange network 5 is not important to this method.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telecommunications service system mainly for telephone service, wherein when a caller of a telecommunications network calls a called party, the calling is made according to the judgment of the called party. The present invention relates to a method for holding a call by a telecommunications network in which a call from a user is connected to a holding device in a telecommunications network and made to wait, thereby increasing the probability of connection between a caller and a destination subscriber.

[0002]

2. Description of the Related Art Conventionally, a large number of calls are simultaneously received by a specific subscriber having a plurality of lines as represented by, for example, customer support (product name), and all the subscribers of the subscriber respond. If the caller is in the middle of the call, it will not be connected during communication even if a call is made from the caller, or the caller terminal will be connected to the communication line by an automatic response from the voice response information collection device that is the subscriber equipment. It was necessary to wait until the subscriber's communication receptionist became available. In the former case, the caller often gives up calling after hearing the tone during communication,
In the latter case, the communication line was often held on standby by the caller. Therefore, in order for the caller and the subscriber to be able to perform communication without fail when all the lines are blocked, it is necessary to install a voice response information collection device as a subscriber facility. However, there was a problem that the initial introduction cost increased.

[0003]

As described above, in the conventional telephone service, when a call is received while a receptionist of a specific subscriber having a plurality of lines supports all the lines, the caller is in communication. In order to hear the tone of "" and give up the call, it is necessary to install a voice response information collection device as a subscriber equipment in order to disconnect the call or wait until it becomes empty and connect. In the former case, the service to the caller is deteriorated, and in the latter case, the initial introduction cost is increased.

Accordingly, an object of the present invention is to solve these conventional problems and eliminate the need to install a voice response information collection device as a subscriber equipment when a call is received while all receptionists of the subscribers are responding. It is another object of the present invention to provide a method for holding a call by a telecommunication network in which a caller and a subscriber can communicate with each other while waiting until the call becomes free.

[0005]

In order to achieve the above object, a method for holding a call by a telecommunications network according to the present invention comprises the steps of: providing a service control device in a telecommunications network when a caller calls a called subscriber; Notifies the computer of the called subscriber of the occurrence of the call, and when all the receptionists of the called subscriber are responding, the computer sends a voice message in the telecommunication network to the service control device. By instructing the connection of the call to the response information collection device, the call from the caller is connected to the voice response information collection device. When the receptionist of the called subscriber becomes available, the computer instructs the service control device to connect the call to the terminal of the receptionist, which is available by the computer,
The caller and the receptionist of the called party are connected and can communicate with each other. As a result, even if the called subscriber does not install the voice response information collecting device, the service control device connects the call from the caller to the voice response information collecting device in the telecommunication network and makes the call waiting. It is possible to increase the probability of connection between the terminal and the destination subscriber, and as a result, effective utilization of line resources can be achieved.

[0006]

Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a block diagram of a telecommunications network and called subscriber equipment according to an embodiment of the present invention. In general, there are a plurality of switching devices in a telecommunications network, but FIG. 1 shows only a part of them. A sender 1 and its communication device 2 which are communication entities using a telecommunication network and a communication device 10 of a called party are shown. The switching device 3 accommodates a line 11 connected to the communication device 2 of the caller 1, and the switching device 7 controls the communication device 10 of the called subscriber.
Accommodates a line 13 connected to the private branch exchange 9 that accommodates the line 12 to which the connection is made. Between the exchange devices 3 and 7,
The communication information is transmitted via the relay switching network 5. Here, the switching device 3 accommodating the line 11 and the switching device 7 accommodating the line 13 are separate and different switching devices, but the present invention is applicable to the same switching device.

[0007] In addition to the switching network, the telecommunications network has a function of transmitting and receiving information required for line connection to and from the switching device 3, and a function of exchanging information with a computer 8 provided in a destination subscriber terminal. An intelligent network including a service control device 6 having a function of transmitting and receiving information via transmission means that does not use a device is arranged. That is, the service control device 6 controls various services. The service control device 6 is connected to the switching device 3 via the transmission means 14, and the service control device 6 and the computer 8 of the called subscriber are connected to the transmission means 15. For transmitting and receiving information for realizing the information notification means based on the present invention. The voice response information collecting device 4 has a function of transmitting voice guidance to the communication device 2 or 10 connected to the line by the switching device 3, and similarly, the communication device connected to the line by the switching device 3. It has a function of collecting information by dialing from 2 or 10. The voice response information collecting device 4 transmits communication information to the switching devices 3 and 7 via the relay switching network 5, respectively. Also,
Computer 8 and private branch exchange 9 in the destination subscriber's equipment
Is connected by the transmission means 16 so that the computer 8 can transmit and receive information for ascertaining the use status of the communication equipment connected to the private branch exchange 9.

FIGS. 2 to 6 are operation flowcharts of the call holding method according to the first embodiment of the present invention. Here, when the caller makes a call to the destination subscriber, and when all the communication devices of the destination subscriber are in use, the computer of the destination subscriber sends the call to the switching device via the service control device. On the other hand, a procedure for instructing the voice response information collecting apparatus to perform circuit switching on a call from a caller is shown. 2, 3, 6 and 8 shown in the figure indicate the operation of the communication equipment of the caller, the switching equipment, the service control equipment, and the computer of the destination subscriber equipment, respectively. First, the caller 1 inputs the identification information of the called party to the communication device 2 of the caller 1, and transmits a call signal 17 through the line 11 to the switching device 3.
(Step 101). Next, the switching device 3 needs to detect the calling signal 17, recognize the identification number information of the called subscriber in the calling signal 17, and notify the service control device 6 of the reception of the calling signal 17. Is recognized (step 102). The switching device 3 includes a transmission unit 14
Call notification signal 18 to service control device 6 through
Send

[0009] The service control device 6 transmits a call notification signal 18
Is detected, the identification information of the destination subscriber in the call notification signal 18 is recognized, and it is necessary to notify the destination subscriber computer 8 of the line connection request from the caller 1 and to inquire about the line connection destination. (Step 10
3). The service control device 6 transmits a line connection destination inquiry signal 19 (caller identification information, dial number by the caller) to the destination subscriber's computer 8 through the transmission means 15. The destination subscriber's computer 8
Recognizing the caller identification information and the dial number by the caller in the line connection inquiry signal 19, and recognizing that all the communication devices of the called subscriber are in use, the caller 1
It is determined that it is necessary to instruct the service control device 6 to connect the call of the caller 1 to the voice response information collecting device 4 (step 104). The destination subscriber computer 8 transmits a line connection request notification signal 20 to the service control device 6 through the transmission means 15 (FIG. 2).

When the service control device 6 detects the line connection request notification signal 20, the service control device 6
It recognizes the identification information of the voice response information collecting device 4 within the device and recognizes that it is necessary to request the switching device 3 to connect the call from the caller 1 to the voice response information collecting device 4 (step 105). . The service control device 6 includes a transmission unit 14
A line connection request signal 21 (identification information of the voice response information collecting device 4) is transmitted to the switching device 3 through the switch. When the switching device 3 detects the line connection request signal 21, the switching device 3 recognizes the identification information of the voice response information collection device 4 in the line connection request signal 21, and sends a call from the caller 1 to the voice response information collection device 4. A line connection is made, and it is recognized that it is necessary to request the voice response information collection device 4 to transmit voice guidance to the communication device of the caller 1 (step 106). The switching device 3 executes a line connection process for the call from the caller 1 to the voice response information collection device 4 (step 107) (FIG. 3).

The switching device 3 recognizes that the line connection to the voice response information collection device 4 for the call of the caller 1 has been completed, and recognizes that it is necessary to notify the service control device 6 of the completion of the line connection. (Step 108). Exchange device 3
Transmits a line connection completion notification signal 22 to the service control device 6 through the transmission means 14. When the service control device 6 detects the line connection completion notification signal 22, the service control device 6 recognizes the completion of the line connection to the voice response information collection device 4 for the call from the caller 1, and connects the line to the computer 8 of the called subscriber. It recognizes the need for a completion notification (step 109). The service control device 6 sends a line connection completion notification signal 23 to the destination subscriber's computer 8 through the transmission means 15.
Send When the destination subscriber computer 8 detects the line connection completion notification signal 23, it recognizes that the call from the caller has been connected to the voice response information collection device 4, and the communication device of the destination subscriber is connected. The monitoring process is executed until it becomes usable (step 110) (FIG. 4).

When the destination subscriber's computer 8 recognizes that the communication equipment of the destination subscriber has become usable, the destination subscriber's computer 8 changes the call connected from the caller 1 to the voice response information collection device 4 to the destination. It is determined that the line is connected to the communication device 10 of the subscriber, and the call connected from the caller 1 to the voice response information collection device 4 is connected to the communication device 10 that is available to the called subscriber. Then, it is recognized that an instruction for a connection request to the service control device 6 is necessary (step 111). Destination subscriber's computer 8
Transmits a line connection request notification signal 24 to the service control device 6 through the transmission means 15. When the service control device 6 detects the line connection request notification signal 24, the call connected from the caller 1 to the voice response information collecting device 4 is transmitted to the communication device 10 which has become available to the destination subscriber. It recognizes that a line connection request needs to be made to the switching device 3 (step 112). Service control device 6
Transmits a line connection request signal 25 to the switching device 3 through the transmission means 14. When the switching device 3 detects the line connection request signal 25, the switching device 3 recognizes the identification information of the communication device 10 of the called subscriber in the line connection request signal 25, and is connected from the caller 1 to the voice response information collection device 4. A line connection process is executed for the incoming call to the destination subscriber's communication device 10 (step 113) (FIG. 5).

When the switching device 3 confirms the completion of the line connection to the communication device 10 of the destination subscriber of the call from the caller 1, the switching device 3 recognizes that it is necessary to notify the service control device 6 of the line connection completion (step). 114). The switching device 3 sends a line connection completion notification signal 26 to the service control device 6 through the transmission means 14. When the service control device 6 detects the line connection completion notification signal 26, it recognizes that the call from the caller 1 has been connected to the communication device 10 of the called subscriber, and sends the call to the computer 8 of the called subscriber. On the other hand, it recognizes the necessity of the line connection completion notification (step 115).
The service control device 6 sends the line connection completion notification signal 27 to the destination subscriber computer 8 through the transmission means 15.
Send When the destination subscriber computer 8 detects the line connection completion notification signal 27, the line connection to the communication device 10 of the destination subscriber of the call from the caller connected to the voice response information collection device 4 is made. The completion is recognized (step 116) (FIG. 6).

FIGS. 7 to 11 are operation flowcharts of a call holding method according to a second embodiment of the present invention. Here, the called party temporarily suspends the call from the caller 1 in the voice response information collecting device 4, and at the same time, causes the caller 1 to collect information, and makes a call to the communication device determined based on the collected information. 2 shows a procedure for instructing that a call from a user 1 be connected to a line. Reference numerals 2, 4, 3, 6 and 8 in FIGS. 7 to 11 denote a communication device, a voice response information collection device, an exchange device, a service control device, and a computer of a called party, respectively. The caller 1 first inputs the identification information of the called subscriber to the communication device 2 of the caller 1 (off-hook + dial the identification number of the called subscriber) (step 2).
01), a call signal 28 is transmitted to the switching device 3 through the line 11. When the switching device 3 detects the calling signal 28, the switching device 3 recognizes the identification number information of the called party in the calling signal 28, and controls the service control device 6 to receive the calling signal 28.
(Step 20)
2). The switching device 3 transmits a call notification signal 29 to the service control device 6 through the transmission means 14.

The service control device 6 recognizes the identification information of the destination subscriber in the call notification signal 29, notifies the destination subscriber computer 8 of the line connection request from the caller 1 and connects the line. It recognizes that the previous inquiry is necessary (step 203). The service control device 6
A line connection destination inquiry signal 30 is transmitted to the destination subscriber computer 8 through the transmission means 15. Upon detecting the line connection inquiry signal 30, the called subscriber's computer 8 receives the line connection inquiry signal 3.
Recognizing the caller identification information within 0 and the dial number by caller 1, temporarily suspending the call from caller 1, determining to collect information from caller 1, and instructing service control device 6 The call from the caller 1 is connected to the voice response information collecting device 4 and the voice response information collecting device 4 recognizes the necessity of notifying the information collection request from the caller 1 (step 204) (FIG. 7). .

The destination subscriber's computer 8 transmits a line connection and information collection request notification signal 31 to the service control device 6 through the transmission means 15. When the service control device 6 detects the line connection and information collection request notification signal 31, the service control device 6 recognizes the identification information of the voice response information collection device 4 in the line connection and information collection request notification signal 31, and the destination subscriber transmits a call. Recognizing that it is determined that the call from the caller 1 is to be connected to the voice response information collecting device 4 via a line, the switching device 3 is instructed to connect the line to the voice response information collecting device 4 for the call from the caller 1, It is recognized that the response information collection device 4 needs to notify the information collection request from the sender 1 (step 205). The service control device 6 transmits a line connection and information collection request signal 32 to the switching device 3 through the transmission means 14. When the switching device 3 detects this line connection and information collection request signal 32, the voice response information collection device 4 in the line connection and information collection request signal 32
, The call from the caller 1 is connected to the voice response information collection device 4, and the voice guidance is sent to the voice response information collection device 4 to the communication device 2 of the caller 1, and the caller 1 (Step 206). Then, the switching device 3 executes a line connection process to the voice response information collection device 4 for the call originating from the caller 1 (step 207) (FIG. 8).

When the switching device 3 detects the completion of voice guidance transmission and information collection by the voice response information collection device 4,
It recognizes the need for a line connection completion notification to the service control device 6 (step 208). The switching device 3 includes a transmission unit 14
And transmits a line connection completion notification signal 33 to the service control device 6 through When the service control device 6 detects the line connection completion notification signal 33, it recognizes the line connection to the voice response information collection device 4 of the call from the caller 1 and the completion of the information collection by the voice response information collection device 4, and It recognizes the necessity of the line connection completion notification to the computer 8 of the previous subscriber (step 209). The service control device 6 transmits a line connection completion notification signal 34 to the destination subscriber's computer 8 through the transmission means 15. When the destination subscriber's computer 8 detects the line connection completion notification signal 34, the computer 8 of the caller 1 makes a line connection to the voice response information collection device 4 for the call from the caller 1 and completes the information collection by the voice response information collection device 4. Based on the information collected by the voice response information collection device 4 in the line connection completion notification signal 34, the communication device 10 that receives the call from the caller 1 is determined as the communication device 10 (step 210). 9).

Further, the destination subscriber's computer 8
Recognizes the necessity of notifying the service control device 6 of a line connection request to the communication device 10 of the destination subscriber of the call from the caller 1 (step 211). The destination subscriber's computer 8 transmits a line connection request notification signal 35 to the service control device 6 through the transmission means 15. When detecting the line connection request notification signal 35, the service control device 6 recognizes that the destination subscriber has determined the communication device 10 to which the call from the caller is to be connected to the communication device 10, and notifies the switching device 3 Communication equipment 10 of the subscriber to which a call from caller 1 is connected to voice response information collection device 4
(Step 2)
12). The service control device 6 transmits a line connection request signal 36 to the switching device 3 through the transmission means 14.
When the switching device 3 detects the line connection request signal 36, the switching device 3 is connected to the voice response information collection device 4 based on the identification information of the communication device 10 of the called subscriber in the line connection request signal 36. A line connection process to the communication device 10 of the subscriber to which the call from the user 1 is received (step 21)
3) (FIG. 10).

The switching device 3 recognizes the completion of the line connection to the communication device 10 of the subscriber to which the call from the caller 1 connected to the voice response information collecting device 4 has been connected, and sends the signal to the service control device 6. It recognizes the need for notification (step 214).
The switching device 3 transmits a line connection completion notification signal 37 to the service control device 6 through the transmission means 14. When the service control device 6 detects the line connection completion notification signal 37, the service control device 6 determines that the line connection to the communication device 10 of the destination subscriber of the call from the caller 1 connected to the voice response information collection device 4 has been completed. Recognize and receive destination subscriber's computer 8
(Step 215). The service control device 6 transmits a line connection completion notification signal 38 to the called subscriber's computer 8 through the transmission means 15. When the destination subscriber computer 8 detects the line connection completion notification signal 38, the destination subscriber computer 8 receives a line from the caller 1 connected to the voice response information collection device 4 and connects to the communication device 10 of the destination subscriber. The connection completion is recognized (step 216) (FIG. 11).

In FIG. 1, the switching device 3 accommodating the communication equipment 2 of the caller 1 and the switching device 7 accommodating the private branch exchange 9 of the called subscriber are connected via the transit switching network 5. However, as described above, the present invention is applicable even when the same switching device, for example, the switching device 3 accommodates the communication device 2 of the caller 1 and the private branch exchange 9 of the destination subscriber. Of course. Also, the voice response information collecting device 4 receives and stores information input from the caller, reads out this information and transmits it to the switching device 3, but instead of transmitting the information to the switching device 3, the voice response information collecting device 4 directly controls the service. It may be transmitted to the device 6.

[0021]

As described above, according to the present invention,
Even if the called party does not install a voice response information collection device, the call from the caller is connected to the voice response information collection device of the telecommunication network and the call is put on hold, so that the called party can be called from the caller. It is possible to increase the probability of connection to a caller, to effectively utilize line resources, and to increase the response opportunity of the called subscriber.

[Brief description of the drawings]

FIG. 1 is a block diagram of a telecommunications network and a destination subscriber equipment to which a call holding method according to the present invention is applied.

FIG. 2 is an operation flowchart (part 1) of a call holding method according to the first embodiment of the present invention.

FIG. 3 is an operation flowchart (part 2) of the call holding method.

FIG. 4 is an operation flowchart (part 3) of the call holding method.

FIG. 5 is an operation flowchart (part 4) of the call holding method.

FIG. 6 is an operation flowchart (part 5) of the call holding method.

FIG. 7 is an operation flowchart (part 1) of a call holding method according to the second embodiment of the present invention.

FIG. 8 is an operation flowchart (part 2) of the call holding method.

FIG. 9 is an operation flowchart (part 3) of the call holding method.

FIG. 10 is an operation flowchart (part 4) of the call holding method.

FIG. 11 is an operation flowchart (part 5) of the call holding method.

[Explanation of symbols]

1 ... Sender, 2 ... Sender's communication device, 3 ... Switching device, 4
... voice response information collecting device, 5 ... transit switching network, 6 ... service control device, 7 ... switching device, 8 ... destination subscriber computer, 9 ... private branch exchange device, 10 ... destination subscriber communication equipment, 11 , 12,13 ... connection lines, 14,15,16
... Transmission means, 17 ... Call signal, 18 ... Call notification signal, 1
9 ... line connection destination inquiry signal, 20 ... line connection request notification signal, 21 ... line connection request signal, 22 ... line connection completion notification signal, 23 ... line connection completion notification signal, 24 ... line connection request notification signal, 25 ... line Connection request signal, 26 ... Line connection completion notification signal, 27 ... Line connection completion notification signal, 28
... Call signal, 29 ... Call notification signal, 30 ... Line connection destination inquiry signal, 31 ... Line connection and information collection request notification signal, 32 ... Line connection completion notification signal, 33 ... Line connection completion notification signal, 34 ... Line Connection completion notification signal, 35 ... line connection request notification signal, 36 ... line connection request notification signal, 37
... Line connection completion notification signal, 38 ... Line connection completion notification signal.

Continued on front page F term (reference) 5K015 AA00 AA04 AA06 AF02 AF05 AF09 GA04 GA07 HA00 5K024 AA00 AA02 AA11 AA35 AA36 BB00 BB02 CC01 CC14 DD01 DD04 DD05 EE01 FF06 GG01 GG03 GG11 9A001 CC02 HH15 KK56 LL

Claims (2)

[Claims] An exchange for accommodating a caller terminal and another exchange for accommodating a destination subscriber terminal are connected by a transit exchange network to transmit information for performing a telephone service. Transmission and reception without using a switching device with a computer provided in the destination subscriber terminal and monitoring whether the destination subscriber terminal is in use or not. An intelligent network consisting of a service control device for transmitting and receiving information necessary for line connection via the means, receiving voice input at the time of line connection, receiving information input from a caller terminal, A method for holding a call by a telecommunications network connected to a voice response information collecting device for transmitting information to the service control device after storing the information, the method comprising: When a call is made to the terminal, the switching device accommodating the caller terminal transmits information on the call including information that can identify the caller to the service control device via the intelligent network, The service control device transmits information on the call including information that can identify the caller to the computer provided in the called subscriber terminal via the intelligent network, and the computer determines the caller terminal by self-determination Via the intelligent network to the service control device to connect the call from the caller to the voice response information collection device, and the service control device responds to the voice response from the caller terminal by the voice response. Connecting the line to the information collecting device means that the caller terminal is accommodated through the intelligent network. The switching device connects the call from the caller terminal to the voice response information collection device, and sends voice guidance from the voice response information collection device to the caller terminal; The computer instructs the service control device via the intelligent network to connect the call connected to the voice response information collection device from the caller terminal to the called subscriber terminal by self-determination. A method for holding a call by a telecommunications network, comprising instructing. 2. The method according to claim 1, wherein the computer provided in the called subscriber terminal makes a self-determination of the call from the calling terminal by using the voice of the telecommunication network. A line is connected to the response information collection device, and the service control device is instructed via the intelligent network to request information collection from the caller, and the service control device receives the call from the caller terminal. A line is connected to the voice response information collecting device, and an instruction is issued to the switching device accommodating the caller terminal to request information collection, and the switching device collects the call from the caller terminal to the voice response information collection device. Device, and the voice response information collection device instructs the caller terminal to send voice guidance and collect information, and the service control device sends a line connection completion signal from the switching device. After receiving the information collection completion notification, a line connection completion notification signal is transmitted to the computer via the intelligent network, and the computer collects the information collected by the voice response information collection device in the line connection completion notification signal. Based on the information, a communication device that receives the call from the caller terminal is determined, and a line connection request notification signal is transmitted to the service control device via the intelligent network. A line connection request signal is transmitted to the switching device via a network, and the switching device collects the voice response information based on the identification information of the destination subscriber's communication device in the line connection request signal. A call holding method using a telecommunications network, wherein a line is connected from a device to a communication device designated by a called subscriber.