COMMUNICATION PROCESSING SYSTEM, COMMUNICATION PROCESSING METHOD, COMMUNICATION PROCESSING DEVICE, AND CONTROL METHOD AND CONTROL PROGRAM OF COMMUNICATION PROCESSING DEVICE

• US 20140093064A1
• Filed: 05/15/2012
• Published: 04/03/2014
• Est. Priority Date: 05/24/2011
• Status: Abandoned Application

• Current Assignee: NEC Corporation
• Original Assignee: NEC Corporation
• Inventors: Kamiya, Kenichi, Okanoue, Kazuhiro, Terasaki, Hiroshi, Morisaki, Mitsunori
• Application Number:
  US14/119,623
• Publication Number:
  US 20140093064A1
• Time in Patent Office: Days
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A communication processing system according to the present invention is a communication processing system including user communication terminals each operated by a user and responder communication terminals each operated by a responder responding to an inquiry from the user. The communication processing system includes: a responder communication terminal information storing means for associating and storing each of the responder communication terminals and a responder attribute of the responder operating the responder communication terminal; and a connection controlling means for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing means and connect the responder communication terminal associated with the responder attribute to the user communication terminal.

Claims

1. A communication processing system including user communication terminals each operated by a user and responder communication terminals each operated by a responder responding to an inquiry from the user, the communication processing system comprising:

a responder communication terminal information storing unit for associating and storing each of the responder communication terminals and a responder attribute of the responder operating the responder communication terminal; and

a connection controlling unit for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing unit and connect the responder communication terminal associated with the responder attribute to the user communication terminal.

2. The communication processing system according to claim 1, wherein:

the user communication terminal includes a user inputting unit for accepting the user attribute inputted therein; and

the connection controlling unit includes a notifying unit for, by referring to the responder communication terminal information storing unit searching the responder attribute corresponding to the inputted user attribute accepted by the user inputting unit, and notifying the responder communication terminal associated with the responder attribute of reception of an inquiry from the user.

3. The communication processing system according to claim 2, wherein the notifying unit is configured to notify the responder communication terminal of reception of an inquiry from the user together with the user attribute.

4. The communication processing system according to claim 1, wherein the responder communication terminal includes a responder inputting unit for accepting information inputted therein for associating the responder communication terminal and the responder attribute of the responder operating the responder communication terminal,

the communication processing system further comprising a responder information storing unit for associating and storing an identifier for identifying the responder and the responder attribute, wherein:

the inputted information accepted by the responder inputting unit includes the identifier of the responder operating the responder communication terminal; and

the responder communication terminal information storing unit is configured to associate and store the responder attribute retrieved from the responder information storing unit and the responder communication terminal, based on the identifier of the responder.

5. The communication processing system according to claim 4, wherein:

the inputted information accepted by the responder inputting unit includes the responder attribute of the responder operating the responder communication terminal; and

the responder communication terminal information storing unit is configured to associate and store the responder attribute that the input thereof is accepted by the responder inputting unit and the responder communication terminal.

6. The communication processing system according to claim 1, wherein:

the user attribute includes a used language of the user; and

the responder attribute includes a usable language of the responder.

7. The communication processing system according to claim 1, wherein the responder attribute includes at least one of age, gender, nationality, birthplace and occupation as information for facilitating communication between the user and the responder.

8. The communication processing system according to claim 1, wherein the user attribute includes at least one of age, gender, occupation and current status of the user as information representing an object of an inquiry from the user.

9. The communication processing system according to claim 2, wherein the notifying unit is configured to, when agreement to respond by the responder of one of the responder communication terminals is received, notify the other responder communication terminal except the responder communication terminal transmitting the agreement to respond that the inquiry from the user is already handled.

10. The communication processing system according to claim 9, wherein the notifying unit is configured to, when the agreement to respond by the responder of each of two or more of the responder communication terminals is received, accept the agreement to respond by the responder selected in accordance with a prioritization condition.

11. The communication processing system according to claim 1, wherein the user communication terminals and the responder communication terminals each have a speech controlling unit for controlling output of a speech sound and a screen controlling unit for generating screen data to be displayed on a display part.

12. The communication processing system according to claim 1, further comprising:

a content storing unit for storing content in association with the user attribute; and

an outputting unit for, based on the user attribute and the responder attribute, outputting the content stored in the content storing unit to the user communication terminal and the responder communication terminal associated with the responder attribute so that the user communication terminal and the responder communication terminal can share the content.

13. A method for communication processing by a communication processing system including user communication terminals each operated by a user and responder communication terminals each operated by a responder responding to an inquiry from the user, the communication processing system including a responder communication terminal information storing unit for associating and storing each of the responder communication terminals and a responder attribute of the responder operating the responder communication terminal,

the method comprising controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing unit and connect the responder communication terminal associated with the responder attribute to the user communication terminal.

14. A communication processing device comprising:

a responder communication terminal information storing unit for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal; and

a connection controlling unit for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing unit and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.

15. A method for control by a communication processing device including a responder communication terminal information storing unit for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal,

the method comprising controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing unit and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.

16. A non-transitory computer-readable medium storing a program comprising instructions for causing a communication processing device, which includes a responder communication terminal information storing unit for associating and storing each of responder communication terminals each operated by a responder responding to an inquiry from a user and a responder attribute of the responder operating the responder communication terminal, to realize a connection controlling unit for controlling to search the responder attribute corresponding to a user attribute of the user by referring to the responder communication terminal information storing unit and connect the responder communication terminal associated with the responder attribute to the user communication terminal operated by the user.