Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
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TITLE OF THE INVENTION
SERVICE PROVIDING METHOD FOR ELECTRONIC DEVICE,
CUSTOMER CENTER, AND USER SYSTEM
BACKGROUND OF THE INVENTION
The present invention relates to a service
providing method used upon providing a new service
associated with a key telephone unit to the user who
has the key telephone unit, a customer center for
providing that service, and an user system comprising
the key telephone unit.
In offices or business establishments, telephone
exchanges such as electronic private branch exchanges,
key telephone units, and the like are prevalently used.
Upon purchasing and using such telephone exchange, the
user purchases a telephone exchange having functions of
his or her choice at that time.
In the telephone exchange, upon termination of an
incoming call, the caller side may have to wait or
connection to a desired destination may fail if the
callee side is busy. For this reason, the number of
trunks must be increased, or groups on the extension
side must be changed. In such case, conventionally,
the status quo must be recognized, and a new
configuration must be built. Such processes must be
done by the user who uses the telephone exchange, and
expert knowledge and much labor are required.
On the other hand, at the time of introduction of
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a telephone exchange, a maintenance person can suggest
an apparatus configuration. However, upon changing
functions due to variations of conditions (e.g., an
increase in traffic due to an increase in corporate
scale after the beginning of use, required units are
added based upon experience in response to the user's
request.
To solve this problem, a user management scheme is
adopted. That is, users are listed up to periodically
confirm their states, thus estimating the potential
extension demand. Upon practicing a unit extension
suggestion, propriety is confirmed by user follow after
introduction.
However, with this method, although laborsaving is
achieved due to digital user information, negotiations
with actual users are required, and required man power
is not so small. After practice of the unit extension
suggestion, that suggestion may even prove to be
inappropriate.
BRIEF SUMMARY OF THE -INVENTION
It is an object of the present invention to
provide a service providing method for an electronic
device, a customer center, and user system, which can
quickly and appropriately make an appropriate unit
extension suggestion and a suggest_Lon of a new inside
comprise or internal configuration of the electronic
device depending on a use conditiorm to the user without
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requiring any man power, and can reduce the cost and
labor loads on the user, can shorten the time required
for unit extension, and can reduce the cost and labor
in the customer center.
In order to achieve the above object, the present
invention provides a service in the following
procedure.
In a method of providing an user system a new
service associated with an electronic device in the
user system in accordance with information being
communicated through a communication network, between
the user system and a customer center for carrying out
an operation support business for the electronic
device, the electronic device storing communication
log information and operation data, executing a
predetermined communication process on the basis of the
operation data, the customer center accesses the
electronic device through the communication network at
a predetermined interval to acquire the communication
log information from the electronic device, judges the
a communication traffic condition of the electronic
device on the basis of the acquired communication log
information, determines a new inside configuration of
the electronic device to be suggested to the user
system on the basis of the communi<:ation traffic
condition, and transmits a configuration information
indicative of the determined inside configuration to
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the user system through the communication network.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWING
FIG. 1 is a schematic diagram of a system that
practices a service providing method of the present
invention;
FIG. 2 is a sequence chart far explaining an
outline of a service providing method in the first
embodiment of the present invention;
FIG. 3 is a block diagram showing the functional
arrangement of respective units of a system in the
first embodiment of the present invention;
FIG. 4 shows an example of the storage contents of
a communication log information storage unit shown in
FIG. 3;
FIG. 5 shows an example of the storage contents of
the communication log information storage unit shown in
FIG. 3;
FIG. 6 shows an example of the storage contents of
an operation data storage unit shown in FIG. 3;
FIG. 7 shows an example of the storage contents of
the operation data storage unit shown in FIG. 3;
FIG. 8 shows an example of the storage contents of
the operation data storage unit shown in FIG. 3;
FIG. 9 shows an example of the storage contents of
the operation data storage unit shown in FIG. 3;
FIG. 10 shows an example of the storage contents
of a basic customer information table shown in FIG. 3;
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FIG. 11 shows an example of the storage contents
of a line service information table shown in FIG. 3;
FIG. 12 shows an example of the storage contents
of a password corresponding suggestion storage content
5 table shown in FIG. 3;
FIG. 13 is a flow chart showing the processing
sequence and contents of a customer center of the
system in the first embodiment of the present
invention;
FIG. 14 is a flow chart showing the processing
sequence and contents of a key telephone unit upon
receiving a call from the customer center in the system
in the first embodiment of the present invention;
FIG. 15 is a flow chart showing the processing
sequence and contents of the customer center upon
receiving communication log information from the key
telephone unit in the system in the first embodiment of
the present invention;
FIG. 16 is a flow chart showing the processing
sequence and contents of the customer center upon
receiving communication log information from the key
telephone unit in the system in the first embodiment of
the present invention;
FIG. 17 is a flow chart showing the processing
sequence and contents of the customer center when a
good suggestion is provided in the system in the first
embodiment of the present invention;
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FIG. 18 is a sequence chart for explaining an
outline of a service providing method in the second
embodiment of the present invention;
FIG. 19 is a sequence chart for explaining an
outline of the service providing method in the second
embodiment of the present invention;
FIG. 20 is a block diagram showing the functional
arrangement of respective units of a system in the
second embodiment of the present invention;
FIG. 21 shows an example of the storage contents
of a fee table shown in FIG. 20;
FIG. 22 shows an example of the storage contents
of an extension additional data table in a factory
setup change information table shown in FIG. 20;
FIG. 23 shows an example of the storage contents
of a trunk additional data table in the factory setup
change information table shown in FIG. 20;
FIG. 24 shows an example of tlZe storage contents
of a password corresponding work information record
table shown in FIG. 20;
FIG. 25 is a flow chart showing the processing
sequence and contents of a customer. center upon
determining suggestion contents in the system in the
second embodiment of the present invention;
FIG. 26 shows an example of a display screen of
suggestion contents provided by the customer center in
a maintenance personal computer shown in FIG. 1;
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FIG. 27 shows an example of a display screen of
suggestion contents provided by the customer center in
the maintenance personal computer shown in FIG. 1;
FIG. 28 shows an example of a display screen of
suggestion contents provided by tree customer center in
the maintenance personal camputer Shawn in FIG. 1;
FIG. 29 shows an example of a display screen of
suggestion contents provided by the customer center in
the maintenance personal computer shown in FIG. 1;
FIG. 30 is a flow chart showing the processing
sequence and contents of the maintenance personal
computer upon selecting suggestion contents in the
system in the second embodiment of the present
invention;
FIG. 31 is a flow chart showing the processing
sequence and contents of the customer center upon
downloading operation data in the system in the second
embodiment of the present invention;
FIG. 32 shows an example of a display screen
displayed upon downloading operation data in the
maintenance personal computer shown in FIG: 1;.
FIG. 33 shows an example of a display screen
displayed upon downloading operation data in the
maintenance personal computer shown in FIG. 1;
FIG. 34 is a flow chart showing the processing
sequence and contents of the maintenance personal
computer upon downloading operation data in the system
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in the second embodiment of the present invention;
FIG. 35 is a flow chart showing the processing
sequence and contents of the key telephone unit upon
downloading operation data in the system in the second
embodiment of the present invention;
FIG. 36 is a sequence chart for explaining an
outline of a service providing method in the third
embodiment of the present invention;
FIG. 37 is a sequence chart for explaining an
outline of the service providing method in the third
embodiment of the present invention;
FIG. 38 is a sequence chart for explaining an
outline of the service providing method in the third
embodiment of the present invention;
FIG. 39 is a block diagram showing the arrangement
of principal part of a key telephone unit BT in the
third embodiment of the present invention;
FIG. 40 shows an example of the storage contents
of an S-RAM shown in FIG. 39;
FIG. 41 is a flow chart showing the processing
sequence and contents of the key telephone unit in the
system in the third embodiment of the present
invention;
FIG. 42 is a block diagram showing the arrangement
of principal part of a maintenance personal computer,
customer center, and line service database in the third
embodiment of the present invention;
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FIG. 43 is a flow chart showing the processing
sequence and contents of the customer center in the
system in the third embodiment of the present
invention;
FIG. 44 shows an example of a display screen
displayed upon selecting a work date in the maintenance
personal computer shown in FIG. 1; and
FIG. 45 is a flow chart showing the processing
sequence and contents of the maintenance personal
computer in the system in the third embodiment of the
present invention.
DETAILED DESCRIPTION OF THE INVENTION
Some embodiments of the present invention will be
described in detail hereinafter with reference to the
accompanying drawings.
FIG. 1 is a schematic diagram of a support system
that implements the service providing method of the
present invention. Reference symbol CM denotes an user
system; CC, a customer center; CR, a credit company;
AO, a work agent; and BO, a parts factory.
The user system CM comprises a key telephone unit
BT and maintenance personal computer PC. The key
telephone unit BT has a function of exchanging and
connecting between a plurality of extension terminals
(not shown) and between these extension terminals and a
subscriber's line of a public network PNw in response
to an incoming o_r_ outgoing call as a basic function,
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and also has a plurality of option. service functions
associated with this exchange connection process.
The option service functions include, for example, a
call pickup function, call forward function,
multi-appearance function, and the like.
The maintenance personal computer PC is connected
to the Internet INW via a provider ISP, and also to the
customer center CC from the Internet INW.
The customer center CC comprises a reception/
accounting server CSVl, license server CSV2, routes
CRT, line service database DB, and timer TM, which are
interconnected via a LAN. The rec~~ption/accounti.ng
server CSVl is connected to the Internet INW via the
routes CRT, and receives a service request coming from
the maintenance personal computer of the user system
CM. Also, the reception/accounting server CSV1 is
connected to the credit company CR via, e.g., a
dedicated line, and executes a settlement process of a
charge required to add functions together with the
credit company CR. Furthermore, the reception/
accounting server CSV1 is connected to the work agent
AO and parts factory BQ via, e.g., dedicated lines to
exchange information associated with a service.
The license server CSV2 is connected to the key
telephone unit BT of the user system CM via the public
network PNW. The license server CSV2 has a function of
acquiring, from the key telephone unit BT, a device
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identification number (system ID) uniquely assigned to
each key telephone unit, and communication log
information and operation data stored in the key
telephone unit BT, and a function of sending operation
data to the key telephone unit BT to additionally set
functions.
(First Embodiment)
The first embodiment relates to the user system CM
and customer center CC shown in FIG. 1.
FIG. 2 is a sequence chart for explaining the
sequence upon suggesting an optimal inside comprise of
the key telephone unit BT to the user in the first
embodiment.
To receive the service of this embodiment, the
user makes a contract with the customer center CC in
advance. That contract includes determination of a
suggestion period, an item that allows the customer
center to acquire user's communication log information,
an item that inhibits the acquired information from
leaking, and the like.
When a date determined by the contract has been
reached, the customer center CC accesses the key
telephone unit BT of the user system CM via the public
network PNW. Upon receiving a communication log
information read-out request from the customer center
CC, the key telephone unit BT transmits the
communication log information and operation data stored
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therein to the customer center CC.
Upon normal termination of information exchange
between the customer center CC and user's key telephone
unit BT, the communication line is disconnected.
On the other hand, the customer center CC analyzes
on the basis of the communication log information and
operation data of the user system CM if any call losses
have occurred due to deficiency of terminals and lines
in the current use environment of the user, and so
forth, and generates a suggestion to the user.
The customer center CC then transmits the
generated suggestion contents to the maintenance
personal computer PC (user PC) as a mail message, and
writes the suggestion contents in the line service
database DB.
The user examines the suggestion contents received
from the customer center CC. If the user has decided
that the suggestion from the customer center CC is
necessary, he or she requests the customer center CC to
extend the system and to provide a service.
Note that the arrangement of respective units of
the support system which implements the aforementioned
service providing method is as follows.
FIG. 3 is a block diagram showing the functional
arrangement of the maintenance personal computer PC,
key telephone unit BT, and customer center CC.
The key telephone unit BT comprises a
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communication log information storage section 11,
operation data storage section 12, telephone connection
receiving section 13, telephone response sending
section 14, communication log sending section 15,
operation data sending section 16, and normal
termination sending unit 17.
Of these sections, the-communication log
information storage section 11 stores the call
origination time, voice communication time, destination
dial number, information indicating unsuccessful call
origination due to busy lines upon originating a call
in the system, call reception time upon receiving a
call from the network, information indicating a
non-response call, and the like, as shown in FIGS. 4
and 5. The operation data storage section 12 stores
operation data for system operations, as shown in
FIGS. 6 to 9.
The telephone connection receiving section 13 and
telephone response sending section 14 receive a call
coming from the customer center CC and transmit a
response thereto. The communication log sending
section 15 transmits information atored in the
communication log information storage section 11 to the
customer center CC upon receiving an acquisition
request of communication log information from the
customer center CC. The operation data sending section
16 transmits information stored in the operation data
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storage section 12 to the customer center CC upon
receiving an acquisition request of operation data from
the customer center CC. The norm<~l termination sending
section 17 transmits a message indicating that the
communication log information and operation data are
normally sent to the customer ceni~er CC.
The maintenance personal computer PC comprises an
e-mail receiving section 21. Thia e-mail receiving
section 21 receives system extension and service
suggestions from the customer center CC as e-mail
messages.
The customer center CC comprises a comparison
section 30, user information acquisition section 31,
telephone connection section 32, telephone response
receiving section 33, communication log reading section
34, operation data receiving section 35, normal
termination receiving section 36, optimal comprise
determination section 38, and a suggestion mail sending
section 39.
Of these sections, the comparison section 30
compares a date measured by the timer TM with the
periodic inspection date contained in the contract made
with the user. The user information acquisition
section 31 reads out user information from the line
service database DB, and launches a communication log
information read-out process from the corresponding
user system CM on the basis of the user information
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when the comparison result of the comparison section 30
matches.
The telephone connection section 32 and telephone
response receiving section 33 establish a link to the
key telephone unit BT, and make pi:eparation for making
the key telephone unit BT transmit communication log
information. The communication log reading section 34
receives communication log information from the user
system CM. The operation data receiving section 35
receives operation data of the key telephone unit BT.
The normal termination receiving section 36 receives a
signal indicating that the user s~rstem CM has normally
sent the communication log information and operation
data.
The optimal comprise determination section 38
determines deficient system comprise components to be
extended such as terminals, lines" and the like in the
equipment of the user system CM on the basis of the
communication log information and operation data
acquired from the user system CM. The suggestion mail
sending section 39 transmits a suggestion to the user
obtained by the optimal comprise determination section
38 as an e-mail message.
On the other hand, the line service database DB
comprises a basic customer inform<~tion table 41, line
service information table 42, and password
corresponding suggestion storage ~~ontent table 43.
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The basic customer information table 41 stores a
table that records customer information required to
provide an automatic service, as shown in FIG. 10.
That is, this table contains the telephone number
required to access the user°s key telephone unit BT,
the launch timing of an automatic service, and the
like.
The line service information table 42 stores a
table that summarizes comparison data of respective
line providers, which are required to search for a line
and service optimal to the user, as shown in FIG. 11.
The password corresponding suggestion storage
content table 43 stores a table that stores contents
suggested to the users, as shown .in FIG. 12.
FIG. 13 is a flow chart showing the operation of
the customer center CC, and the p=rocessing operation
for acquiring communication log information and
operation (operation setup information) from the key
telephone unit BT in accordance with the sequence shown
in steps 13a to 13e is executed. Also, FIG. 14 is a
flow chart showing the operation of the key telephone
unit BT corresponding to the processing operation of
the customer center CC.
That is, upon receiving time-out from the timer TM
(step 13a), the customer center CC reads out
corresponding customer information from the basic
customer information table 41 in the line service
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database DB (step 13b), and accesses the key telephone
unit BT of the customer via the public network PNW
using the telephone number or mail address contained in.
the readout information (step 13c;1. Upon receiving a
response from the key telephone unit BT, the customer
center CC transmits a request signal used to acquire
communication log information and operation data from
the key telephone unit BT to the key telephone unit BT
(step 13d). Upon receiving the communication log
information and operation data from the key telephone
unit BT in response to the request signal, the customer
center CC stores these communication log information
and operation data in a storage unit (not shown)
(step 13e).
On the other hand, in response to an incoming call
from the customer center CC, the key telephone unit BT
receives that call and transmits a response to it (step
14a). After that, upon receiving an acquisition
request of communication log information and operation
data from the customer center CC, the key telephone
unit BT reads out the communication log information and
operation data stored therein, and transmits them to
the customer center CC (step 14b).
Subsequently, the customer center CC executes the
processing operation shown in FIG. 15.
That is, the customer center CC selects a service
of one line provider from those stored in the line
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service information table 42 (step 15a), and calculates
a fee using the communication log information acquired
from the key telephone unit BT in accordance with the
selected service contents (step 15b). Then, the
customer center stores the calculated fee in a storage
unit (not shown) (step 15c).
The customer center CC checks if fee calculations
for all line providers stored in the line service
information table 42 are complete,, and repeats the
processes in steps 15a to 15d until they are complete.
Upon completion of the fee calculations for all
the line providers, the customer center CC searches for
a line provider of the lowest fee from the calculated
fees (step 15e), and repeats the processes in steps 15a
to 15f for all trunks.
Furthermore, the customer center CC executes the
processing operation shown in FIG. 16.
That is, the customer center CC reads out the
number of incomplete calls and busy time from the
communication l.og information acquired from the key
telephone unit BT to calculate the traffic (step 16a).
Also, the customer center CC calculates the number of
trunks corresponding to a target loss probability using
a traffic theory (step 16b), also calculates a loss
probability upon increasing/decreasing the number of
trunks using the traffic theory ('step 16c), and stores
the calculation results as suggestion trunk count
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information (step 16d).
Furthermore, the customer center CC executes the
processes in steps 16e to 16h to obtain suggestion
extension count information.
After the suggestion contents are determined, the
customer center CC executes the processing operation
shown in FIG. 17.
That is, if it is determined that contents to be
suggested are determined (step 17a), the customer
center CC reads out the mail address of the corre-
sponding maintenance personal computer PC from the
basic customer information table 41 (step 17b),
randomly determines a password and stores this password
in a storage unit (not shown) together with the
suggestion contents (step 17c), and transmits an e-mail
message that indicates the presence of the suggestion
and is appended with the password used to browse the
suggestion contents to the corresponding maintenance
personal computer PC (step 17d).
As described above, according to the service
providing method of the first embodiment, the
communication log condition of th.e key telephone unit
BT is periodically monitored by the customer center CC,
and a message indicating the presence of a suggestion
of an inside comprise optimal to the key telephone unit
BT is automatically sent to the maintenance personal
computer PC via the Internet INW on the basis of the
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communication traffic determined from the monitored
communication log condition. Therefore, the user can
select an optimal inside comprise of the key telephone
unit BT without spending any labor and cost, while the
customer center CC can greatly reduce labor and cost
required to suggest the inside comprise of the key
telephone unit BT.
Furthermore, in the first embodiment, a password
required to access the customer center CC is sent to
the user system CM before information that indicates
the suggestion contents of the inside comprise of the
key telephone unit BT is sent. For this reason, the
customer center CC can provide the suggestion contents
only if such contents are required by the user, and can
greatly reduce the information size to be transferred
to the user system CM. Also, information indicating
the suggestion contents to an authentic user who has
made a contract can be prevented being hacked by
another user.
(Second Embodiment)
The second embodiment relates to the user system
CM, customer center CC, and credit company CR shown in
FIG. 1.
FIGS. 18 and l9 are sequence charts for explaining
the processing sequence between the user system CM and
customer center CC when the user has selected the
suggestion in 1=he second embodiment.
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The user accesses the home page of the customer
center CC via the Internet INW usung the maintenance
personal computer PC, and selects "suggestion contents"
display in accordance with the guidance on the screen
downloaded from the customer center CC. Upon selection
of "suggestion contents" display, the customer center
CC prompts tie user to input information (password,
credit number, and the like) required to suggest the
suggestion contents.
Upon completion of input of the required
information, the maintenance personal computer PC
transmits a suggestion content display request
containing such information to the customer center CC.
Upon receiving the suggestion content display
request, the customer center CC checks the authenticity
of the user using the password. If the user is
authentic, the customer center CC accesses the credit
company CR via the dedicated line, and inquires of the
credit company CR about the credit history of the user.
In response to this inquiry, the credit company CR
checks the presence/absence of an account corresponding
to the credit number; if the credit term has expired,
and if use suspension is not set. Then, the credit
company CR returns a reply to the customer center CC.
On the basis of the reply from the credit company
CR, the customer center CC checks the credit history of
the user. If no problem is found, the customer center
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CC reads out suggestion information from the line
service database DB, and transmits that suggestion
information to the user's maintenance personal computer
PC via the Internet TNW together with the cost required
for execution of the contract on the basis of the mail
address contained in the suggestion content display
request.
Upon receiving selection contents from the user in
response to the above message, the customer center CC
generates an operation command containing new operation
data to be provided to the user as the request source
in accordance with the operation data stored in the
line service database DB and the selected request
contents.
The customer center CC originates a call to the
user's key telephone unit BT via the public network PNW
on the basis of. the telephone number read out from the
line service database DB. When the key telephone unit
BT responds to this call, the customer center CC
transmits the operation command.
The key telephone unit BT changes its inside
system comprise in accordance with the received
operation command, and starts operation in accordance
with the changed contents.
In this case, when the key telephone unit BT is
provided with a function of automatically testing the
operation of the changed system comprise and a function
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of reverting the changed comprise if any problem is
found as a result of the test, the reliability can be
improved.
Upon receiving a message indicating that the
change in operation is normally terminated from the key
telephone unit BT, the customer cssnter CC disconnects
the line with the key telephone unit BT, and then
accesses the credit company CR to request it to settle
the operation change fee.. In this case, the customer
center CC calculates a charge for functions which are
actually set as operation data in accordance with the
change request from the user, and generates a digital
bill.
Upon receiving the settlement request information,
the credit company CR makes user authentication and
checks the possibility of a transaction on the basis of
the credit number of the user contained in this
settlement request information. If a transaction is
possible, the credit company CR executes a charge
settlement reception process on the basis of the
digital bill contained in the settlement request
information. Upon completion of this settlement
reception process, the credit corrtpany CR transmits back
a reply indicating that the settlement request is
received to the customer center C;C as the request
source.
Upon receiving the reception reply of the
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settlement request from the credit company CR, the
customer center CC transmits info:rmation indicating
that the operation change process is complete to the
user's maintenance personal computer PC and displays
it.
In this manner, the operation data corresponding
to the change request is set in the key telephone unit
BT in a usable state, and the user's key telephone unit
BT can use the changed, new operation data.
Note that the arrangement of the respective units
of the support system that implements the operation
change method is as follows.
FIG. 20 is a block diagram showing the functional
arrangement of the maintenance personal computer PC,
key telephone unit BT, and custom:er center CC.
The maintenance personal computer PC comprises an
e-mail receiving section 22 and screen information
receiving section 23 for receiving information sent
from the customer center CC, and a request information
sending section 24 for sending request information to
the customer center CC.
The key telephone unit BT comprises a telephone
connection receiving section 71, telephone response
sending section 72, operation data receiving section
73, operation data setting section 74, and normal
termination sending section 75 as functions according
to the present invention.
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The telephone connection receiving section 71 and
telephone response sending section 72 receive a call
coming from the customer center CC and transmit a
response to it. The operation data receiving section
73 and operation data setting section 74 receive
operation data sent from the customer center CC, and
set the data.
The customer center CC comprises a suggestion mail
sending section 51 for sending suggestion contents as
an e-mail message, a screen information sending section
52 for sending screen information to the maintenance
personal computer PC, a request information receiving
section 53 for receiving request information from the
maintenance personal computer PC, a user data
corresponding comprise change section 54 for
determining details of service contents and system
comprise on the basis of usex's operation contents, a
telephone connection section 55, a telephone response
receiving section 56, an operation data sending section
57, a normal termination receiving section 58, a
billing section 59, and a password corresponding
suggestion information recording section 60.
The telephone connection section 55 and telephone
response receiving section 56 access the key telephone
unit BT on the basis of the telephone number contained
in received request information. via the public network
PNW, and receive a response from that key telephone
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unit BT.
The operation data sending section 57 transmits
the changed, new operation data to the key telephone
unit BT.
The normal termination recei~ring section 58
receives a normal termination signal sent from the key
telephone unit BT after the operation change process.
The billing section 59 transmits the previously
calculated bill to the credit company CR after
reception of the normal termination signal.
The password corresponding suggestion information
recording section 60 stores suggestion information for
each password.
The line service database DB includes a fee table
61, operation change information table 62, and password
corresponding work information record table 63.
Of these table s, the fee table 61 stares fee
information for each item of operation, as shown in
FIG. 21.
The operation change information table 62 is made
up of an extension additional data table shown in
FIG. 22, and a trunk additional data table shown in
FIG. 23. The extension additional data table stores
data indicating correspondence among the extension work
number, extension number, extension group, and trunk
used to originate a call. The trunk additional data
table stores data indicating correspondence among the
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trunk work number, trunk number, trunk group, and
extension pilot at the destination.
The password corresponding work information record
table 63 stores data indicating correspondence among
the password, customer number, scheduled work date,
extension work number, and trunk work number, as shown
in FIG. 25.
The processing operation of the support system
with the above arrangement will be described below.
FIG. 25 is a flow chart showing the operation of
the customer center CC.
More specifically, the customer center CC
transmits screen information of the home page shown in
FIG. 26(1) to the user in accordance with a user's
request. If the user has selected "confirm suggestion
contents", the customer center cc transmits input
request screen information of the password and credit
number shown in FIG. 26(2) (step 22a). If the user
inputs a password using the maintenance personal
computer PC, the customer center CC checks with
reference to the storage contents of the password
corresponding suggestion information recording section
60 if the input password is authentic (step 22b). If
the password is authentic, the customer center CC
accesses the credit company CR using the input credit
number to check the authenticity of the user (step
22c). If the user is authentic, the customer center CC
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checks the type of associated suggestion an the basis
of the password corresponding suggestion information
recording section 60, displays a select screen shown in
FIG. 26(3) on the maintenance personal computer PC, and
prompts the user to select (step 22d). The customer
center CC displays the contents of the suggestion
content information table on the maintenance personal
computer PC in accordance with th.e selected contents,
as shown in FIGS. 27(4) and 27(5) and FIG. 28(6), and
prompts the user to select (step 22e). If the contents
of the suggestion content information table are
selected, the customer center CC calculates the total
fee on the basis of the selected contents and the
storage contents of the fee table 61, displays a screen
shown in FIG. 28(7), and prompts the user to confirm
the selected contents (step 22f). Subsequently, the
customer center CC displays a screen shown in
FIG. 29(8) to prompt the user to input detailed
information of the extended extension and trunk (step
22g). Upon completion of input, the customer center CC
generates a new password, and displays an end screen
shown in FIG. 29(9).
In response to the aforementioned processes of the
customer center CC, the user makes input operation in
accordance with the sequence in steps 32a to 32f shown
in FIG. 30 using the maintenance persanal computer PC.
FIG. 31 is a flow chart showing the operation of
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the customer center CC upon downloading operation data.
More specifically, when the user has selected
downloading of operation data, the customer center CC
transmits password input request screen information
shown in FIG. 32(11) to the user's maintenance personal
computer PC (step 36a). If the user inputs a password
using the maintenance personal computer PC, the
customer center CC checks on the basis of the storage
contents of the password corresponding work information
record table 63 if the input password is authentic
(step 36b). If the password is authentic, the customer
center CC transmits select screen information of
"confirm operation contents" or "download" shown in
FIG. 37(12) to the user's maintenance personal computer
PC to display it, thus prompting the user to select one
of them (step 36c). If the user selects "confirm
operation contents", the customer center CC displays
the contents of the operation change information table
on the maintenance personal computer PC, as shown in
FIG. 33(13) (step 36d). On the other hand, if the user
requests downloading, the customer center CC reads out
the customer°s telephone number from the basic customer
information table, and accesses the user's key
telephone unit BT on the basis of the readout telephone
number via the public network PNW (step 36e). After a
response is received from the key telephone unit BT,
the customer center CC transmits an operation command
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to the key telephone unit BT (step 36f). After an
operation change normal termination signal is received
from the key telephone unit BT, the customer center CC
disconnects the line with the key telephone unit BT
(step 36g), and transmits download end screen
information shown in FIG. 33(14) to the user's
maintenance personal computer PC (step 36h).
In response to the aforementioned processes of the
customer center CC, the user makes input operation in
accordance with the sequence in steps 39a to 39d shown
in FIG. 34 using the maintenance personal computer PC.
On the other hand, the key telephone unit BT changes
the contents of operation data stared therein in
accordance with the sequence in steps 40a to 40c shown
in FIG. 35 in response to the operation command
received from the customer center CC.
As described above, according to the service
providing method of the second embodiment, processes
from the operation data change request input by the
user until new operation data used to set the user's
key telephone unit BT to have an optimal .inside
comprise are automatically executed via the Internet
INW and public network PNW. Therefore, the user need
only select the inside comprise of the key telephone
unit BT suggested by the customer center CC to receive
new operation data corresponding to the selected inside
comprise within a short period of time and with low
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cost and to rewrite old operation data on the basis of
the new operation data.
In the second embodiment, the customer center CC
transmits an operation command containing new operation
data to the corresponding key telephone unit BT after
it receives a password assigned in advance to the user
system GM from the user system CM. Hence, providing
wrong operation data or providing operation data to an
unauthentic user can be prevented.
Furthermore, in the second embodiment, since the
customer center CC and credit company CR are connected,
an amount required to change operation data can be
automatically settled between the customer center CC
and credit company CR using the communication network.
Moreover, using the user's credit number possessed by
the credit company CR, not only the balance of the
account, expiration date, and the like, but also the
presence/absence of the user himself or herself can be
checked prior to service implementation. In this way,
the authenticity of the user can be checked in advance.
In the second embodiment, when the customer center
CC transmits new operation data to the key telephone
unit BT, the old operation data is automatically
changed to new operation data. Alternatively, the new
operation data may be saved in another memory, and the
old operation data may be rewritten as needed.
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(Third Embodiment)
The third embodiment relates to the user system
CM, customer center CC, credit company CR, work agent
A0, and parts factory BO shown in FIG. 1.
FIGS. 36 to 38 are sequence charts for explaining
the processing sequence between the user system CM and
customer center CC upon extending a line unit of the
key telephone unit BT in the third embodiment.
That is, when the key telephone unit BT in the
user system CM requires to extend. a line unit, it.
automatically accesses the customer center CC via the
public network PNW, and transmits a setting request
which contains information indicating a line unit to be
extended, and the mail address of the maintenance
personal computer PC.
The customer center CC generates suggestion
information required to change or extend the line unit
on the basis of the information indicating the line
unit, which is contained in the setting request, and
transmits that information to the user's maintenance
personal computer PC via the Internet INW on the basis
of the mail address contained in the setting request.
The user examines the suggestion contents sent
from the customer center CC. If the user agrees with
the contents, he or she transmits request information
to the customer center CC via the Internet INW using
the maintenance personal computer PC.
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Then, the customer center CC: transmits a temporary
request of an extension work of the line unit of the
key telephone unit BT to the work: agent AO via the
dedicated line on the basis of th.e contents of the
received request information. In response to this
temporary request, the work agent AO calculates cost
required for the work, and transmits the calculation
result to the customer center CC as work cost
estimation information.
Also, the customer center CC: transmits a temporary
request of order of the line unit: of the key telephone
unit BT to the parts factory BO via the dedicated line
on the basis of the contents of t:he received request
information. In response to this temporary request,
the parts factory BO calculates t:he price of the
ordered line unit, and transmits the calculation result
to the customer center CC as parts cost estimation
information.
The customer center CC transmits the work cost
estimation information and parts cost estimation
information received from the wor k agent AO and parts
factory BO to the user's maintenance personal computer
PC as the request source via the Internet INW.
The user who has accepted the contents of the work
cost estimation information and parts cost estimation
information transmits back a rep7_y to the customer
center CC via the Internet INW using the maintenance
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personal computer PC.
Upon rece~_ving this reply, the customer center CC
prompts the user to input required information
(password, credit number, and the like) via the
Internet INW.
Upon completion of input of the required
information, the maintenance personal computer PC
transmits the information to the customer center CC.
Upon receiving the information, the customer
center CC checks the authenticity of the user using the
password. If the user is authentic, the customer
center CC accesses the credit company CR via the
dedicated line, and inquires of the credit company CR
about the credit history of the user. In response to
this inquiry, the credit company CR checks the
presence/absence of an account corresponding to the
credit number, if the credit terra has-not expired, and
if use suspension is not set. Then, the credit company
CR returns a reply to the customer center CC.
On the basis of the reply from the credit company
CR, the customer center CC checks the credit history of
the user. If no problem is found, the customer center
CC requests the work agent AO to conduct a change or
extension work of the line unit with respect to the key
telephone unit BT of the request source. At the same
time, the customer center CC places an order of the
line unit to the parts factory B0.
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Subsequently, the customer center CC determines a
schedule on the basis of the contents obtained from the
work agent AO and parts factory B0, and accesses the
maintenance personal computer PC to inform it of a work
date.
Upon receiving a confirmation reply from the user
in response to that message, the customer center CC
transmits a final order confirmation to the work agent
AO and parts factory BO according to the schedule and
the like.
Upon completion of the change or extension work of
the line unit in the key telephone unit BT, the
customer center CC and credit company CR execute a
settlement process for transferring an amount required
to change or extend the unit from the user's account
via the dedicated line.
Note that the arrangement of-_ the key telephone
unit BT that implements the aforementioned method is as
follows.
FIG. 39 is a block diagram showing the arrangement
of principal part of the key telephone unit BT.
The key telephone unit BT comprises a controller
101, and a plurality of line units 201 to 206, which
are connected to each other via a control bus 140 and
audio bus~141. Note that each of the line units 201 to
206 is assigned a unit code used to identify the self
unit.
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Office lines such as a public line, dedicated
lines, and the like are connected to the line units 201
to 203 of the aforementioned line units as needed. The
line units 201 to 203 execute office line interface
operations associated with the office lines connected.
Extension terminals are connected to the line
units 204 to 206 as needed. The fine units 204 to 206
execute office line interface operations associated
with the extension terminals connected.
The controller 101 comprise:> a CPU 110, flash
memory (FLASH) 111, S-RAM 112, D-RAM 113, P/S converter
114, and time switch 130, which are connected via
address bus 121 and data bus 120.
The CPU 110 systematically controls the respective
units of the key telephone unit BT on the basis of
control data stored in the flash memory 111, D-RAM 113,
and S-RAM 112 to implement operations as the key
telephone unit BT.
The flash memory 111 is a known device which has a
plurality of storage blocks which can store data of
given sizes (which need not be a constant size), can
write stored data for respective storage blocks, and
stores control program data and ~~~he like used by the
cPU 110.
The D-RAL~ 113 temporarily stores various data
required when the CPU 110 executes various processes.
The S-RAM 112 stores customer data, system setup data,
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and the like. In this embodiment, the S-RAM 112 stores
information indicating unit types and the number of
lines in correspondence with unit codes used to
identify the line units 201 to 206, as shown in
FIG. 40.
The P/S converter 114 exchanges data with the
control bus 140.
The time switch 130 replaces time slots on the
audio bus 141 under the control of the CPU 110, thus
arbitrarily exchanging and connecting the line units
201 to 206 to each other.
The processing operation of the key telephone unit
BT with the above arrangement will be described below.
FIG. 41 is a flow chart showing the operation of
the,key telephone unit BT.
The CPU 11.0 executes a known operation,process on
the basis of the control program data stored in the
flash memory 111, and checks if the line unit is used
(step 44a).
If it is determined that the line unit is used,
the CPU 110 sequentially reads out the unit codes from
the line units 201 to 206 (step 44b), looks up the
storage contents of the S-RAM 112 on the basis of each
unit code, and sequentially executes processes in steps
44d to 44f on the basis of the look-up result.
The CPU 110 measures the use time for each line.
This time can be calculated from communication start
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and end times used in fee management. The calculated
times are totaled for respective line types, thus
obtaining the gross use times for respective line
types. By making the following arithmetic operation
using these values, a use rate for each line can be
calculated:
(the line use rate)
(the cross use times)
(use time forJeach line)x(line number)
If it is determined in step 44g that the use rate
of any line type has exceeded a pre-set index value,
the CPU 11_0 automatically transmits a message
indicating this to the customer center CC via the
public network PNW using an external server connection
function of the key telephone unit BT (step 44h). As
for the use rates, identical values may be used or
different values may be used for respective lines. In
this case, information that spec_Lfies the user, the
unit comprise of the key telephone unit BT, unit type,
and use rate data are sent together. Whether this
function is enabled/disabled can be easily set by a
program, and this function is enabled in response to a
user's request in advance.
After that, the customer center CC generates an
estimation which contains a unit extension plan and
attachment work cost for the user on the basis of the
information sent from the key telephone unit BT by a
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program installed in advance, and automatically
transmits that estimation as an e-mail message. The
mail address of the user is recorded in the server of a
provider upon receiving the user°s request in advance.
The arrangement of the maintenance personal
computer PC, customer center CC, and line service
database DB, which implement the aforementioned method,
is as follows.
FIG. 42 is a block diagram t>howing the functional
arrangement of the maintenance personal computer PC,
customer center_ CC, and line service database DB. Note
that the same reference numerals in FIG. 42 denote the
same parts as in FIG. 20, and a detailed description
thereof will be omitted.
That is, the customer centex: CC additionally
comprises an article arrangement section 81 for
transmitting an article arrangement request to the
parts factory BO, a work arrangement section 82 for
transmitting a work arrangement request to the work
agent AO, and a schedule adjustment section 83 for
adjusting a schedule.
The processing operations of the maintenance
personal computer PC and customer center CC with the
above arrangement will be described below.
FIG. 43 is a flow chart showing the operation of
the customer center CC.
More specifically, upon receiving a message
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indicating that the use rate of a given line unit has
exceeded an index value from the l~;ey telephone unit BT,
the customer center CC transmits screen information of
its home page to the maintenance personal computer PC,
and also transmits line unit extension suggestion
screen information to the maintenance personal computer
PC. When the user has selected an extension request of
a line unit, the customer center CC requests the work
agent AO and parts factory BO to estimate cost (st:ep
50a). Upon receiving estimation :information from the
work agent AO and parts factory BO in response to that
request, the customer center CC transmits the
estimation information to the maintenance personal
computer PC (step 50b).
Upon receiving information indicating that the
user has agreed with the estimations, the customer
center CC transmits input request screen information of
a password and credit number to the maintenance
personal computer PC (step 50c). If the user inputs a
password using the maintenance personal computer PC,
the customer center CC checks on the basis of the
storage contents of the password corresponding
suggestion information recording section 60 if the
password is authentic (step 50d). If the password is
authentic, the customer center CC accesses the credit
company CR to check user authenticity (step 50e). If
the user is authentic, the customer center CC collects
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information about the work agent AO and parts factory
BO as order destinations, displays a screen shown in
FIG. 44, which shows possible dates for all orders, and
prompts the user to select a desired date (step 55f).
The customer center CC stores the selected date,
generates a new password, and displays an end screen
(step 50g).
In response to the aforementioned processes of the
customer center CC, the user makes input operation in
accordance with the sequence in steps 51a to 51f shown
in FIG. 45 using the maintenance personal computer PC.
In the service providing method of the third
embodiment, when it is determined in the key telephone
unit BT if the use rate of each of the line units 201
I5 to 206 has exceeded a reference value, a setting
request which contains information indicating, e.g.,
the line section 201 whose use rate has exceeded the
reference value, and the mail address assigned to the
user who possesses this key telephone unit BT is
automatically sent to the customer center CC. The
customer center CC analyzes the type, use frequency,
and the like of the line section 201 on the basis of
the setting request contents received from the key
telephone unit: BT, generates suggestion information
required to issue a change or extension request from
the analysis result, and transmits the suggestion
information to the corresponding user system CM via the
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Internet INW on the basis of the mail address contafined
in the setting request.
For this reason, since the user need not always
monitor the use conditions and operation states of the
line units 201 to 206 of the key telephone unit BT, and
line unit change or extension suggestion contents are
automatically sent from the customer center CC before
any trouble occurs upon operation of the key telephone
unit BT, great laborsaving can be attained, and the key
telephone unit BT can be used according to the user's
needs. On the other hand, the customer center CC can
offer a unit change or extension suggestion according
to the user's needs and use conditions while greatly
reducing cost and labor.
When the parts factory BO and work agent AO are
connected to the customer center CC via a communication
network, the user need only transmit a line unit
extension or change request to t:he customer center CC,
which automatically arranges parts exchange and a work
for the key telephone unit BT. For this reason, the
user need not arrange agents, thus improving the use
efficiency of the service. Furthermore, since the
customer center CC determines a date when the work
agent AO and parts factory BO ca.n be arranged at the
same time, the line unit of the key telephone unit BT
can be extended or changed within a short period of
time for the user.
CA 02465092 2004-05-13
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Furthermore, according to the third embodiment,
upon receiving the line unit change or extension
request from the user, the customer center CC checks
not only the balance of the account, expiration date,
and the like, but also the presence/absence of the user
himself or herself using the user's credit number
possessed by the credit company CR prior to requests to
the work agent AO and parts factory BO. In this
manner, user authenticity can be checked in advance,
and if it is determined on the basis of the checking
result that the user is authentic, the customer center
CC automatically requests the work agent AO and parts
factory BO to change or extend a unit according to the
request contents. Hence, the user need not contact the
work agent AO and parts factory BO for the purpose of
requests while observing the suggestion information,
and the line unit of his or her key telephone unit BT
can be extended or changed within a short period of
time for the user.
(Another Embodimenty
In the first embodiment, the customer center CC
accesses the key telephone unit BT using user
information stored in the line service database DB to
acquire communication log information and operation
data. However, the present invention is not limited to
this. For example, the customer center CC may acquire
communication log information a7_one, may check
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communication traffic of the key telephone unit BT on
the basis of this communication log information, and
may generate suggestion information of an inside
comprise. Alternatively, the customer center CC may
periodically access the key telephone unit BT of the
user system that has been contracted in advance without
using user information stored in the line service
database DB, sa as to acquire communication log
information.
In the second and third embodiments, upon
providing a service from the customer center CC, the
user submits his or her credit number. However, the
present invention is not limited to this. for example,
the credit number may be stored in the line service
database DB in correspondence with the user ID, and the
customer center CC may access the line service database
DB on the basis of the user ID sent from the user to
acquire the credit number. In this way, since the
user's credit number need only be submitted only when
user information is registered in the line service
database DB, the credit number can be avoided from
being hacked an the communication network upon
transmitting a request, thus improving security.
In addition, the service suggestion and operation
data change sequences and contents, the arrangement and
operation contents of the support system, the type of
electronic device, and the like can be variously
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modified within. the scope of the present invention.
Additional advantages and modifications will
readily occur to those skilled in the art. Therefore,
the invention in its broader aspects is not limited to
the specific details and representative embodiments
shown and described herein. Accordingly, various
modifications may be made without departing from the
spirit or scope of the general. inventive concept as
defined by the appended claims and their equivalents.
