JP2023012211A - automatic voice announcement system - Google Patents

Abstract

To provide a call transfer method for transferring a call from a caller terminal connected to an external voice communication network to a receiver terminal connected to a data communication network, the call transfer method being easy for a corporation requesting high call quality to introduce.SOLUTION: A method for transferring a voice call signal, which is originated from a caller terminal connected to an external voice communication network to a main device connected to the external voice communication network, to a receiver terminal connected to a data communication network provides an automatic voice announcement system that when it is determined that the originated voice call signal is to be transferred to the receiver terminal via the Internet communication network, transmits to the caller terminal a voice announcement showing that the voice call signal is being transferred.SELECTED DRAWING: Figure 5

Description

The present invention relates to an automatic voice announcement system.

Patent Literature 1 discloses a gateway device that achieves low-cost connection between an existing telephone and a mobile terminal using an extension telephone number. The system in Patent Document 1 comprises an IP network 101 to which an outside telephone is connected, a private branch exchange 103 (PBX (Private Branch eXchange)), and a gateway device 102 that connects the IP network 101 and a private branch exchange 103 . , a plurality of analog telephones 104 are connected via existing telephone lines that are not IP lines, and a plurality of portable terminals 105 are connected to the gateway device 102 via radio (for example, wireless LAN) ( 1 of Patent Document 1, etc.) In the system of Patent Document 1, for example, when the extension number "1003" is transmitted from the analog telephone 104A, the call is transmitted from the telephone line ports 111D and 111A in the private branch exchange 103. , is transmitted to the telephone line port 206A of the gateway device 102, and then transmitted through the wireless LAN to the mobile terminal 105A (having the extension number "1003") assigned to the telephone line port 206A (Patent document 1 of FIG. 1) In this manner, the system gateway device 102 of Patent Document 1 enables communication between an analog telephone and a portable terminal using an extension number.

Further, in Example 2 of Patent Document 1 (eg, FIG. 6 of Patent Document 1), connection is also disclosed from an outside line telephone connected to IP network 101 using an extension telephone number of mobile terminal 105 .

Patent Document 2 discloses another communication transfer method. The system of Patent Document 2 has a voice communication network 2, a data communication network 4, and a communication automatic response device 100 connected to these. A caller's phone 1 , a called party's phone 7 , and a transfer destination phone 8 are connected to the voice communication network 2 . Information equipment 5 (PC, revision telephone, PDA, etc.) is connected to the data communication network 4 . In the system described in Patent Document 2, when a telephone call is made from the caller's telephone 1 to a predetermined telephone number, the communication automatic response device 100 automatically responds, and the telephone call is transferred to the receiver's telephone 7 . When the person responding to the called party's telephone 7 wants to transfer the communication to another person, the corresponding person accesses the communication automatic response device 100 via the data communication network 4 through the information equipment 5 and performs the predetermined transfer. give orders. As a result, the telephone call being handled by the called party's telephone 7 is transferred to the forwarding destination telephone 8 (Patent Document 2, FIG. 1, paragraph 0025, etc.).

Recently, from the viewpoint of preventing the spread of new coronavirus infection, each company is promoting the telework environment. In particular, in areas such as Tokyo and Osaka, where the number of infected people is high, the rate of teleworking is high, and employees are often absent from the company during the day. Utilization of a service that forwards calls to another telephone outside the company is desirable.

In such a case, it is desirable to use so-called VoIP technology, such as mobile phones and IP telephones connected to the Internet communication network, as well as fixed-line telephones connected to the telephone network, for the telephone to be forwarded to. ing.
However, at that time, a problem specific to VoIP technology arises. In VoIP technology, voice is encoded and compressed using various encoding methods, converted into packets, and transmitted in real time over an IP network. Or, there is a delay before the sound actually arrives.

In particular, companies such as those mentioned above have very high requirements for voice quality when answering calls from clients. Efforts have been made to improve voice quality in call forwarding services using VoIP, but have not achieved impressive results. In addition, although the forwarded call is often received at each home, the noise in the home environment (living sounds of family members living together, children's voices, etc.) cannot be heard by the caller, that is, the client. There is also a problem that it is not desirable, and as a result, the situation has developed that the introduction of call forwarding services in companies is not progressing.

JP 2016-29782 A Japanese Unexamined Patent Application Publication No. 2005-286609

Therefore, the present invention provides a method of transferring a call from a caller terminal connected to an external voice communication network to a receiver terminal connected to a data communication network, and provides a call transfer method that can be easily introduced by companies that require high call quality. intended to

This task is to transfer a voice call signal sent from a caller terminal connected to an external voice communication network to a main unit connected to the external voice communication network to a receiver terminal connected to a data communication network. In the above method, when it is determined that the transmitted voice call signal is transferred to the receiver terminal via the Internet communication network, a voice announcement indicating that the voice call signal is being transferred is sent to the caller terminal. resolved by an automated voice announcement system sent by

By announcing the transfer to the caller through the caller's terminal, the caller's call quality requirements are (unconsciously) lowered. This makes it easier for companies to introduce a call forwarding service that uses VoIP, which has the same call quality as before.

In addition, staff who receive forwarded calls are in a state of mind that makes it easier to respond to incoming calls even in noisy environments such as homes. This is because the recognition that the call is being forwarded is ensured between the caller and the callee.

Advantageously, during the determination, the Internet communication quality is determined and a voice announcement is sent according to the communication quality. This allows low-capacity voice announcements to be used in low-quality communication networks, easing the load on the communication network.

It is also conceivable that the decision and the transmission of the voice announcement are made by the VoIP router.

In another implementation, the determination and transmission of the voice announcement are made by the recipient terminal.

A VoIP router used in such an automatic voice announcement system has a transfer status determination section, a communication quality determination section, a voice announcement transmission section, and a voice announcement storage section according to the implementation type.

In another implementation, a receiver terminal used in an automatic voice announcement system has a reception condition determination section, a communication quality determination section, a voice announcement transmission section, and a voice announcement storage section.

Diagram showing the elements that make up the system Configuration diagram inside the main unit (PBX) Configuration diagram inside the VoIP router Recipient terminal internal configuration diagram Diagram showing communication connection status

A form for implementing the call transfer method according to the present invention will be described below.

FIG. 1 shows an overview of a communication system in which an automatic voice announcement system according to the invention is used. The communication system includes an external voice communication network, an internal voice communication network, and a data communication network. A plurality of caller terminals (telephones) are connected to the external voice communication network. Only two of them are represented in FIG.

A main unit (so-called PBX) is provided in the internal voice communication network. The main unit connects the external voice network and the internal voice network. A plurality of internal call terminals and a VoIP router are connected to the main unit. A main unit, a plurality of internal call terminals, and a VoIP router constitute an internal voice communication network, and a so-called extension call is realized within this internal voice communication network. Although two internal call terminals and one VoIP router are shown in FIG. 2, the number of each device is not limited to these numbers. Also, some main units have built-in VoIP routers.

A VoIP router connects the internal voice and data networks. A plurality of recipient terminals exist in the data communication network. The receiver terminal is, for example, a smart phone, a tablet terminal, a mobile phone, a VoIP-dedicated telephone terminal, or the like. These recipient terminals can be wired or wirelessly connected to a data communication network. Wireless connections include, for example, wireless LAN communication networks and Wifi communication networks provided by mobile communication carriers.

Based on FIG. 2, the internal structure of the main device (PBX) will be explained. As shown in FIG. 2, the main unit connects the external voice network and the internal voice network. For this reason, the main device is provided with a connection section (interface) for connecting to the external voice communication network and the internal voice communication network, that is, an external voice communication network connection section and an internal voice communication network connection section. The external voice communication network connection unit and the internal voice communication network connection unit are connected by the transfer processing unit. The transfer processing unit has a function of transferring a call signal from the external voice communication network transmitted via the external voice communication network connection unit to the internal voice communication network via the internal voice communication network connection unit. .

The transfer processing section is connected to the transfer status determination section. The transfer status judgment unit is configured to be able to receive a signal regarding the previous transfer status from the internal voice communication network via the transfer processing unit/internal voice communication network connection unit. This transfer status signal includes a specific signal when the call signal from the external voice communication network is transferred to the data communication network via the VoIP router, that is, when transferred via the Internet communication network. configured to be Accordingly, the transfer status determination unit in the main device determines that the call signal from the external voice communication network is transferred to the recipient terminal via the Internet communication network.

The transfer status determination unit in the main device also transfers the call signal from the external voice communication network to the recipient terminal via the Internet communication network when the call signal from the main device is transferred to the VoIP router. It can also be configured to determine that

The transfer status determination section is connected to the voice announcement transmission section. The voice announcement transmission unit is connected to the voice announcement storage unit (memory). When it is determined that the call signal from the external voice communication network is to be transferred to the recipient terminal via the Internet communication network, the transfer status determination unit instructs the voice announcement transmission unit to transmit the voice announcement. configured to be able to Upon receiving an instruction to transmit a voice announcement, the voice announcement transmission unit transmits the voice announcement (voice message) stored in the voice announcement storage unit to the caller via the external voice communication network connection unit and the external voice communication network. It is configured so that it can be sent to the caller terminal.

Next, the configuration of the VoIP router will be explained based on FIG. As shown in Figure 3, the VoIP router connects the internal voice and data networks. For this reason, the VoIP router is provided with a connection unit (interface) for connecting to the internal voice communication network and the data communication network, that is, an internal voice communication network connection unit and a data communication network connection unit. These internal voice communication network connection units and data communication network connection units are connected to the transfer processing unit. The transfer processing unit is configured to transfer a voice call signal sent from the internal voice communication network via the internal voice communication network connection unit to the data communication network via the data communication network connection unit.

The transfer processing section is connected to the transfer status determination section. The transfer status determination unit is configured to be able to receive a signal regarding the previous transfer status from the data communication network via the transfer processing unit/data communication network connection unit. The transfer status signal is configured to include a specific signal when the call signal from the main unit is transferred to the data communication network, ie, transferred via the Internet communication network. Accordingly, the transfer status determination unit in the VoIP router determines that the call signal from the main device is transferred to the recipient terminal via the Internet communication network.

A transfer status determination unit in the VoIP router is configured to determine that (always) when a call is transferred from the VoIP router to the recipient terminal, the call is transferred to the recipient terminal via the Internet communication network. It is also possible that This is because a VoIP router is a device for transferring call signals through a data communication network, that is, the Internet communication network.

A transfer status determination unit in the VoIP router is connected to the voice announcement transmission unit. The voice announcement transmission unit is connected to the voice announcement storage unit (memory). When it is determined that the call signal from the main unit is to be transferred to the receiver terminal via the Internet communication network, the transfer status determination unit can instruct the voice announcement transmission unit to transmit the voice announcement. configured to allow. Upon receiving an instruction to transmit a voice announcement, the voice announcement transmission unit transmits the voice announcement (voice message) stored in the voice announcement storage unit to the internal voice communication network connection unit, the internal voice communication network, the main unit, the external voice It is configured to be able to transmit to the caller's terminal of the caller via the communication network.

The transfer status determination unit can be connected to the communication quality determination unit. The communication quality determination unit is connected to the transfer processing unit, and a call signal from the internal voice communication network is transferred from the transfer processing unit to the recipient terminal via the data communication network connection unit and the data communication network. It is configured to be able to determine the communication status (communication quality) in the data communication network at that time.

The communication quality is configured so that the communication quality, particularly the communication speed, in the data communication network can be judged.

The transfer status determination unit is configured to be able to inquire of the communication quality determination unit about the communication quality when instructing the voice announcement transmission unit to transmit the voice announcement. The communication quality judging section is configured to return a signal representing communication quality in the data communication network in response to an inquiry from the transfer status judging section.

The transfer status determination section is configured to be able to change the command to the voice announcement transmission section according to the communication quality received from the communication quality determination section. The voice announcement storage unit can store voice announcements according to communication quality. These are stored as a plurality of voice announcements representing the same content but with different data capacities. Also, when the communication speed is low, it is possible to store voice announcements to that effect. In other words, when the communication quality in the data communication network is low, that is, in a situation where only low-speed communication can be realized, the transfer status determination unit makes a voice announcement of a small data volume and/or a voice that conveys that the communication speed is low. Command the voice announcement generator to transmit an announcement. Conversely, when the communication quality of the data communication network is high, that is, when high-speed communication can be realized, the voice announcement transmitting unit is instructed to transmit a high-quality voice announcement with a corresponding data volume. , a transfer status determination unit.

Next, the internal structure of the receiver terminal and the configuration of the application software installed in the receiver terminal will be described with reference to FIG. As shown in FIG. 4, the recipient terminal is configured to receive communication signals transferred through the data communication network, that is, communication signals originating from a voice call from a caller terminal connected to an external voice communication network. It is

Therefore, the recipient terminal and the application software installed in the recipient terminal have a data communication network connection section and a transfer reception section. The data communication network interface serves as an interface between the data communication network and the recipient terminal.

The transfer reception section is connected to the reception status determination section. The reception status determination unit determines that the communication signal is being transferred to the recipient terminal via the Internet communication network when the transfer reception unit receives the call signal from the VoIP router via the data communication network connection unit. It is configured.

The reception status determination section is connected to the voice announcement transmission section. The voice announcement transmission unit is connected to the voice announcement storage unit (memory). When it is determined that the call signal is to be transferred to the receiver terminal via the Internet communication network, the reception status determination unit is configured to instruct the voice announcement transmission unit to transmit the voice announcement. ing. Upon receiving an instruction to transmit a voice announcement, the voice announcement transmission unit transmits the voice announcement (voice message) stored in the voice announcement storage unit to the data communication network connection unit, data communication network, VoIP router, internal voice communication network. , the main unit, and the external voice communication network to the caller terminal of the caller.

The transfer status determination unit can be connected to the communication quality determination unit. This communication quality determination unit is connected to the transfer reception unit, and is used to determine the communication status (communication status) in the data communication network when the call signal from the data communication network is transferred to the receiver terminal via the data communication network. quality).

The communication quality is configured so that the communication quality, particularly the communication speed, in the data communication network can be judged.

The reception status determination section is configured to be able to inquire of the communication quality determination section about the communication quality when instructing the voice announcement transmission section to transmit the voice announcement. The communication quality judging section is configured to return a signal representing communication quality in the data communication network in response to an inquiry from the reception status judging section.

The reception status determination section is configured to be able to change the command to the voice announcement transmission section according to the communication quality received from the communication quality determination section. The voice announcement storage unit can store voice announcements according to communication quality. These are stored as a plurality of voice announcements representing the same content but with different data capacities. In other words, when the communication quality in the data communication network is low, that is, in a situation where only low-speed communication can be realized, the reception status judgment unit makes a voice announcement with a small data volume and/or a voice announcement that the communication speed is low. command the voice announcement transmitter to transmit Conversely, when the communication quality of the data communication network is high, that is, when high-speed communication can be realized, the voice announcement transmitting unit is instructed to transmit a high-quality voice announcement with a corresponding data volume. , a transfer status determination unit.

Finally, referring to FIG. 5, the call from the caller terminal is transferred to the receiver terminal through the main device (PBX) and the VoIP router, and the announcement is returned to the caller terminal at that time. .

The diagram shows a caller terminal, a main device (PBX), a VoIP router and a recipient terminal. The caller terminal and main unit are connected through an external voice communication network (not shown). The main unit and the VoIP router are connected through an internal voice communication network (not shown). The VoIP router and the recipient's terminal are connected through a data communication network (not shown), that is, the Internet communication network.

When the caller terminal makes a call to a predetermined telephone number assigned to the main device, a call signal is transmitted (called) to the main device. The main device determines the transfer destination of the call according to internal settings, and when it is determined that the call should be transferred to the recipient terminal via the VoIP router, first issues a ringing signal to the VoIP router. The VoIP router that has received this sends a call signal to the recipient terminal to be transferred according to internal settings.

The recipient terminal receiving the call signal returns a response signal to the VoIP router, and negotiation is started between the VoIP router and the recipient terminal. During the negotiation period, the communication quality that can be secured is determined. This communication quality is used by a receiver terminal or a communication quality judgment unit within a VoIP router.

When the negotiation ends, a call path (call path) is secured. Triggered by this, the announcement transmitting unit in the receiver terminal transmits a predetermined announcement signal to the caller information terminal via the VoIP router and the main device. The announcement signal is transmitted together with the incoming call response.

Depending on the embodiment, the announcement signal may be sent by the VoIP router's announcement emitter or by the master's announcement emitter.

As a result, an announcement to the effect that the call has been transferred is returned to the caller's terminal, and the caller can continue the conversation on the premise that the call has been transferred.

In addition, the caller terminal, main device/PBX, VoIP router, and recipient terminal described here are not required for the call transfer and automatic voice announcement described here. , VoIP router, and receiver terminal. In other words, the originator terminal and the recipient terminal have normal hardware and software configurations required for fixed telephones and mobile telephones, and have functions necessary for receiving and transmitting calls. The main device and VoIP router similarly have the usual hardware configuration, software configuration and functions required as a main device or as a VoIP router.

Claims (6)

A method of transferring a voice call signal transmitted from a caller terminal connected to an external voice communication network to a main device connected to the external voice communication network to a receiver terminal connected to a data communication network,
When it is determined that the transmitted voice call signal is to be transferred to the recipient terminal via the Internet communication network, a voice announcement indicating that the voice call signal is being transferred is sent to the caller terminal. An automatic voice announcement system characterized by: 2. The call forwarding method according to claim 1, wherein the Internet communication quality is determined when making the determination, and a voice announcement corresponding to the communication quality is transmitted. 3. Automatic voice announcement system according to claim 1 or 2, characterized in that the decision and the transmission of the voice announcement are made by a VoIP router. 3. Automatic voice announcement system according to claim 1 or 2, characterized in that the decision and the transmission of the voice announcement are made by the receiver terminal. A VoIP router used in the automatic voice announcement system according to any one of claims 1 to 3, characterized by having a transfer status determination section, a communication quality determination section, a voice announcement transmission section, and a voice announcement storage section. VoIP router. A receiver terminal used in the automatic voice announcement system according to any one of claims 1, 2, and 4, comprising a reception status determination section, a communication quality determination section, a voice announcement transmission section, and a voice announcement storage section. A receiver information terminal characterized by:

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