MANAGEMENT SYSTEM, COMMUNICATION TERMINAL, COMMUNICATION SYSTEM, CALL CONTROL METHOD, AND COMPUTER PROGRAM PRODUCT

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application claims priority to and incorporates by reference the entire contents of Japanese Patent Application No. 2014-262598 filed in Japan on Dec. 25, 2014.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to a management system, a communication terminal, a communication system, a call control method, and a computer program product.

2. Description of the Related Art

In recent years, a communication system that conducts a call, a meeting, and others via a communication network such as the Internet and a dedicated line has been widespread, along with requests to reduce expenses and time in transportation of the persons concerned. In such a communication system, when the communication is started between communication terminals, transmitting and receiving of content data such as image data and sound data are performed and the communication between the points is implemented.

In a communication system such as a teleconference system and IP telephones, in accordance with the respective protocols of call control, for a starting request of communication by one of the communication terminals, the other communication terminal permits to respond, and thereby the communication between the communication terminals is established.

Meanwhile, a communication system such as a teleconference system has been used in a call center recently. For example, disclosed has been a method in which, in response to a connection request from a video phone, a call center apparatus selects an operator terminal that is currently available to receive an incoming call (see Japanese Patent Application Laid-open No. 2005-064860). According to this method, in the selected operator terminal, an operator performs an operation of receiving the incoming call, and thereby the call center apparatus establishes communication channels for video and audio between the selected operator terminal and the video phone.

However, even when the starting of communication is requested to a communication terminal available to respond, the operation of responding to the incoming call may be delayed for reasons that, for example, a user of the communication terminal of the destination of starting request does not notice the starting request and the like, and thereby a problem arises in which the time taken until the communication is started from the time the communication terminal requested the starting of communication gets long.

SUMMARY OF THE INVENTION

It is an object of the present invention to at least partially solve the problems in the conventional technology.

According to an embodiment, a management system includes a management unit and a transmitting unit. The management unit manages identification information of a communication terminal waiting for starting of communication out of one or more communication terminals capable of transmitting a response to a starting request of communication without receiving operated input. The transmitting unit transmits, to a communication terminal of a source of the starting request of communication, destination information indicative of an address of the communication terminal identified by the identification information managed by the management unit.

The above and other objects, features, advantages and technical and industrial significance of this invention will be better understood by reading the following detailed description of presently preferred embodiments of the invention, when considered in connection with the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of an overall configuration of a communication system according to one embodiment;

FIG. 2 is an external view of a terminal in the embodiment;

FIG. 3 is a block diagram of the hardware configuration of the terminal in the embodiment;

FIG. 4 is a block diagram of the hardware configuration of a control device, a management device, a storage service, and a relay device in the embodiment;

FIG. 5 is a functional block diagram of the terminal, the control device, and the management device in the embodiment;

FIGS. 6A to 6G are conceptual diagrams illustrating a standby-terminal management table;

FIG. 7 is a sequence diagram illustrating the processes in which the terminal transmits status information;

FIG. 8 is a sequence diagram illustrating the processes in which the terminal transmits a starting request of communication;

FIG. 9 is a flowchart illustrating the processes of managing queues of terminals 10 that are waiting for the starting of communication; and

FIG. 10 is a sequence diagram illustrating the processes of establishing a session.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

With reference to the accompanying drawings, the following describes an exemplary embodiment of the present invention.

Overall Configuration of Communication System

With reference to FIG. 1, an overall configuration of a communication system according to an embodiment of the invention will be described first. FIG. 1 is a diagram of the overall configuration of the communication system in the embodiment. In the following description, a communication terminal is simply referred to as “terminal.”

A communication system 1 according to the embodiment is structured with a plurality of terminals (10aa, 10bb, 10cc, 10dd), a relay device 30, and a management system 5. The management system 5 includes a control device 50, a management device 60, and a storage service 70. In the following description, any desired terminal out the terminals (10aa, 10bb, 10cc, 10dd) is described as “terminal 10.” The terminal 10, the relay device 30, the control device 50, the management device 60, and the storage service 70 are connected to be able to perform communication with other terminals and devices via a communication network 2. The communication network 2 may include a local area network (LAN), the Internet, a mobile telephone network, or a dedicated line.

In the embodiment, the terminal 10 can use a reception service that is provided by the management system 5. For example, the terminals (10aa, 10bb) are installed at reception counters in companies, exhibitions and the like, and are used by guests. The terminals (10cc, 10dd) are installed at a call center, and are used by receptionists. Between the terminals (10aa, 10bb) and the terminals (10cc, 10dd), the communication is performed by transmitting and receiving content data, and thereby a talk can be made between the guest and the receptionist. In the communication system 1 in the embodiment illustrated in FIG. 1, in the terminals (10aa, 10bb) of the guest side, a main unit of the terminal having the hardware configuration the same as that of the terminals (10cc, 10dd) is housed in a cabinet in consideration of operability.

The storage service 70 manages information to access the management device 60. This information is a file for displaying a graphical user interface (GUI) to access the management device 60, for example. This file may be described in HyperText Markup Language (HTML), for example. This file is updated by accessing the storage service 70 from a personal computer (PC) and the like, and uploading a new file to the storage service side from the PC side. The storage service 70 transmits the above-described file to the terminal 10, and thereby causes the terminal 10 to access the management device 60.

The management device 60 manages a queue of the terminals 10 waiting for the starting of communication. The management device 60 manages the connection among the terminals 10 based on the queue. The control device 50 performs control to establish a session for transmitting content data among the terminals 10. Each terminal 10 transmits content data to the other terminal 10 participating in the same session. In the embodiment, a session is implemented by the relay device 30 relaying content data including image data and sound data among a plurality of terminals 10.

In the embodiment, the explanations of the communication system 1, the management system 5, and the terminal 10 will be given based on the assumption of a video conference system as one example of a communication system, a video-conference management system as one example of a communication management system, and a video conference terminal as one example of a communication terminal. That is, the terminal 10 and the management system 5 are not only applied to a video conference system but also applied to other communication systems. For example, the communication system 1 may be a telephone system, and the terminal 10 may be an Internet protocol (IP) telephone, an Internet telephone, a personal computer (PC), and the like. In the embodiment, “video conference” is substitutably used with “teleconference.” Moreover, in the following description, conducting a call with a terminal (a moderate concept) such as a video conference terminal (a narrower concept) is explained. However, it is not limited to this, and it only needs to be capable of performing communication as a broader concept including the call.

Hardware Configuration in Embodiment

The hardware configuration in the embodiment will be described next. FIG. 2 is an external view of the terminal 10 in the embodiment. As illustrated in FIG. 2, the terminal 10 includes a housing 1100, an arm 1200, and a camera housing 1300. On an anterior wall surface 1110 of the housing 1100, an air intake surface formed with a plurality of air intake holes is provided, and on a posterior wall surface 1120 of the housing 1100, an exhaust surface 1121 on which a plurality of exhaust holes are formed is provided. Consequently, by the drive of a cooling fan built into the housing 1100, the outside air in the rear of the terminal 10 can be taken in via the air intake surface and exhausted toward the rear of the terminal 10 via the exhaust surface 1121. On a right-hand wall surface 1130 of the housing 1100, sound collecting holes 1131 are formed, and with a later-described built-in microphone 114, the sound of a voice, a sound, a noise, and others can be collected.

On the housing 1100 on the right-hand wall surface 1130 side, an operation panel 1150 is formed. On the operation panel 1150, a plurality of later-described operation buttons (108a to 108e), a later-described power switch 109, and a later-described alarm lamp 119 are provided, and a sound output surface 1151 on which a plurality of sound output holes are formed to pass through the output sound from a later-described built-in speaker 115 is formed. On the left-hand wall surface 1140 of the housing 1100, formed is a housing portion 1160 as a recessed portion to house therein the arm 1200 and the camera housing 1300. On the right-hand wall surface 1130 of the housing 1100, provided are a plurality of connection ports (1132a to 1132c) to electrically connect cables to a later-described external device connection I/F 118. Meanwhile, on a left-hand wall surface 1140 of the housing 1100, provided is a connection port to electrically connect a cable 120c for a display 120 to the later-described display I/F 117.

In the following description, explanation is made by using an “operation button 108” when indicating any desired operation button out of the operation buttons (108a to 108e), and by using a “connection port 1132” when indicating any desired connection port out of the connection ports (1132a to 1132c).

The arm 1200 is mounted on the housing 1100 via a torque hinge 1210, and is structured so that the arm 1200 is rotatable in an up-and-down direction in a range of a tilt angle θ1 of 135 degrees with respect to the housing 1100. FIG. 2 illustrates a state of the tilt angle θ1 being 90 degrees. On the camera housing 1300, a later-described built-in camera 112 is provided, and a user, documents, a room, and others can be imaged thereby. On the camera housing 1300, a torque hinge 1310 is formed. The camera housing 1300 is mounted on the arm 1200 via the torque hinge 1310. The camera housing 1300 is mounted on the arm 1200 via the torque hinge 1310, and with respect to the arm 1200, is structured such that the camera housing 1300 is rotatable in the up-and-down direction and left-and-right direction in a range of a pan angle θ2 of ±180 degrees with the state illustrated in FIG. 2 as 0 degrees and a range of a tilt angle θ3 of ±45 degrees.

Note that the external view in FIG. 2 in the foregoing is one example purely, and it is not limited to this appearance. The terminal 10 may be a PC, a smartphone, and a tablet terminal of general purpose. The camera and the microphone do not necessarily need to be built-in, and may be external.

The appearance of the relay device 30, the control device 50, and the management device 60, and the storage service 70 is the same as that of a general server computer, and thus the explanation of the appearance is omitted.

FIG. 3 is a block diagram of the hardware configuration of the terminal 10 in the embodiment. As illustrated in FIG. 3, the terminal 10 in the embodiment includes a central processing unit (CPU) 101 that controls the operation of a whole of the terminal 10, a read only memory (ROM) 102 that stores therein programs such as an initial program loader (IPL) used to drive the CPU 101, a random access memory (RAM) 103 that is used as a work area of the CPU 101, a flash memory 104 that stores therein various terminal programs of the terminal 10 and various types of data such as image data and audio data, a solid state drive (SSD) 105 that controls the reading and writing of various types of data to the flash memory 104 in accordance with the control of the CPU 101, a media I/F 107 that controls the reading and writing (storing) of data to a recording medium 106 such as a flash memory and an integrated circuit (IC) card, the operation buttons 108 that are operated such as when selecting a destination, the power switch 109 to turn the power of the terminal 10 on and off, and a network interface (I/F) 111 to perform data transmission by using the communication network 2.

The terminal 10 further includes the built-in camera 112 that images a subject and obtains image data in accordance with the control of the CPU 101, an imaging element I/F 113 that controls the drive of the camera 112, the built-in microphone 114 that inputs sound, the built-in speaker 115 that outputs the sound, an audio input and output I/F 116 that processes the input and output of audio signals between the microphone 114 and the speaker 115 in accordance with the control of the CPU 101, a display I/F 117 that transmits image data to the external display 120 in accordance with the control of the CPU 101, the external device connection I/F 118 to connect various external devices, the alarm lamp 119 that notifies of the abnormality of various functions of the terminal 10, and a bus line 110 such as an address bus and a data bus to electrically connect the foregoing constituent elements as illustrated in FIG. 3.

The display 120 is a display unit configured with liquid crystal or organic electroluminescence that displays an image of a subject and for operation. The display 120 is connected to the display I/F 117 with the cable 120c. This cable 120c may be a cable for an analog RGB (VGA) signal, may be a cable for a component video signal, and may be a cable for high-definition multimedia interface (HDMI, registered trademark) and a digital video interactive (DVI) signal.

The camera 112 includes a lens and a solid-state image sensing device that converts light into electrical charges and digitizes an image (video) of a subject, and as the solid-state image sensing device, a complementary metal oxide semiconductor (CMOS), a charge coupled device (CCD), or others are used.

To the external device connection I/F 118, with a universal serial bus (USB) cable and the like that is inserted to the connection port 1132 of the housing 1100, an external device such as an external camera, an external microphone, and an external speaker can be electrically connected. When an external camera is connected, in accordance with the control of the CPU 101, the external camera is driven in preference to the built-in camera 112. In the same manner, when an external microphone is connected and when an external speaker is connected, in accordance with the control of the CPU 101, the external microphone and the external speaker are driven in preference to the built-in microphone 114 and the built-in speaker 115, respectively.

The recording medium 106 is configured to be detachable with respect to the terminal 10. As long as it is a non-volatile memory that reads and writes data in accordance with the control of the CPU 101, it is not limited to the flash memory 104, and an electrically erasable and programmable ROM (EEPROM) and the like may be used.

FIG. 4 is a block diagram of the hardware configuration of the control device 50 in the embodiment. The control device 50 includes a CPU 501 that controls the operation of a whole of the control device 50; a ROM 502 that stores therein programs used to drive the CPU 501 such as an IPL; a RAM 503 that is used as a work area of the CPU 501; an HD 504 that stores therein various types of data such as programs for the control device 50; a hard disk drive (HDD) 505 that controls the reading and writing of various types of data to the HD 504 in accordance with the control of the CPU 501; a media drive 507 that controls the reading and writing (storing) of data to a recording medium 506 such as a flash memory; a display 508 that displays various types of information such as cursors, menus, windows, characters, or images; a network I/F 509 to perform data communication by using the communication network 2; a keyboard 511 that is provided with a plurality of keys to input characters, numerical values, various instructions, and others; a mouse 512 to perform the selection and execution of various instructions, the selection of a processing object, the movement of a cursor, and others; a compact-disc read only memory (CD-ROM) drive 514 that controls the reading and writing of various types of data to a CD-ROM 513 as one example of a detachable recording medium; and a bus line 510 such as an address bus and a data bus to electrically connect the foregoing constituent elements as illustrated in FIG. 4.

The relay device 30, the management device 60, and the storage service 70 have the hardware configuration the same as that of the control device 50, and thus the explanation thereof is omitted.

The respective programs for the terminal 10, the relay device 30, the control device 50, the management device 60, and the storage service 70 may be recorded and distributed on a computer readable recording medium in a file of an installable format or of an executable format. The examples of the recording medium include a compact disc recordable (CD-R), a digital versatile disc (DVD), a Blu-ray (trademark) disc, and others. The recording medium such as a CD-ROM on which the respective programs are recorded and the HD 504 on which these programs are stored can be provided as a program product domestically or internationally.

Functional Configurations in Embodiment

With reference to FIGS. 3, 4, and 5, the functional configurations in the embodiment will be described next. FIG. 5 is a diagram of functional blocks of the communication system in the embodiment. In the following description, “application” is described being abbreviated to “app”

Functional Configurations of Terminal

The terminal 10 includes a transmitting and receiving unit 11, a receiving unit 12, a communication control unit 13, a display control unit 17, and a storage/reading unit 19. These various units are the functions or the functional means implemented by any of the constituent elements illustrated in FIG. 3 being operated by commands from the CPU 101 in accordance with the terminal program that is loaded onto the RAM 103 from the flash memory 104. In the terminals (10aa, 10bb), installed is a guest app to implement service provided to the guest side in a reception service as a terminal program. In the terminals (10cc, 10dd), installed is a receptionist app to implement service provided to the receptionist side in the reception service as a terminal program. That is, at least a part of the functional configurations of the terminal 10 is implemented by the guest app or the receptionist app.

The terminal 10 further includes a storage unit 1000 structured with the RAM 103 and the flash memory 104. Moreover, in the terminal 10, a recording medium 1010 structured with the recording medium 106 is inserted, and the reading and writing of various types of data is performed by the storage/reading unit 19.

Each Functional Configuration of Terminal

Each of the functional configurations of the terminal 10 will be described in detail next. In the following description, the relation with primary constituent elements to implement each of the functional configurations of the terminal 10 out of the constituent elements illustrated in FIG. 3 will also be described.

The transmitting and receiving unit 11 is implemented by the commands from the CPU 101 and with the network I/F 111, and performs the transmitting and receiving of a various types of data (or information) with the other terminals, the devices, or the system via the communication network 2.

The receiving unit 12 is implemented by the commands from the CPU 101, and receives various operations such as the operation of the operation button 108 by the user, or the depressing of the power switch 109 by the user.

The communication control unit 13 is implemented by the commands from the CPU 101 and with the camera 112 and the imaging element I/F 113, and images a subject and outputs image data that has been obtained by the imaging. The communication control unit 13 is further implemented by the commands from the CPU 101 and with the audio input and output I/F 116, and after converting the voice of the user into an audio signal with the microphone 114, inputs the sound data concerning the audio signal. Moreover, the communication control unit 13 is implemented by the commands from the CPU 101 and with the audio input and output I/F 116, and outputs the audio signal concerning the sound data to the speaker and thereby causes the speaker 115 to output the voice.

The display control unit 17 is implemented by the commands from the CPU 101 and with the display I/F 117, and performs control for transmitting received image data to the display 120.

The storage/reading unit 19 is executed by the commands from the CPU 101 and with the SSD 105 or is implemented by the commands from the CPU 101, and performs storing various types of data in the storage unit 1000 or the recording medium 1010 and reading out various types of data stored in the storage unit 1000 or the recording medium 1010. In the storage unit 1000, a terminal identification (ID) to identify the terminal 10, a password, and others are stored. At least one of the terminal ID and the password may be configured to be stored in the recording medium 1010 and read out by the storage/reading unit 19. The recording medium 1010 in this case is an integrated circuit (IC) card such as a subscriber identity module (SIM) card. The user of the terminal 10 purchases the recording medium 1010, and thereby can receive the provision of communication service from an administrator of the management system 5.

Moreover, in the storage unit 1000, the image data and the sound data received at the time of talking with a destination terminal are stored being overwritten each time they are received. In accordance with the image data before being overwritten, an image is displayed on the display 120, and in accordance with the sound data before being overwritten, the sound is output from the speaker 115.

The terminal ID in the embodiment represents one example of identification information such as languages, characters, symbols, or various marks, which is used to uniquely identify the terminal 10. The terminal ID may be the identification information that is a combination of at least two of the foregoing languages, characters, symbols, and various marks. In place of the terminal ID, a user ID to identify the user of the terminal 10 may be used. In this case, the identification information of the terminal includes not only the terminal ID but also the user ID.

Functional Configurations of Control Device

The control device 50 includes a transmitting and receiving unit 51, a session control unit 58, and a storage/reading unit 59. These various units are the functions or the means implemented by any of the constituent elements illustrated in FIG. 4 being operated by commands from the CPU 501 in accordance with the program for the control device 50 which is loaded onto the RAM 503 from the HD 504. The control device 50 further includes a storage unit 5000 structured with the HD 504.

Each Functional Configuration of Control Device

Each of the functional configurations of the control device 50 will be described in detail next. In the following description, the relation with primary constituent elements to implement each of the functional configurations of the control device 50 out of the constituent elements illustrated in FIG. 4 will also be described.

The transmitting and receiving unit 51 is implemented by the commands from the CPU 501 and with the network I/F 509, and performs the transmitting and receiving of various types of data (or information) with each of the terminals, the devices, or the system via the communication network 2.

The session control unit 58 is implemented by the commands from the CPU 501, and controls a session in which content data is transmitted between the terminals 10. As for the foregoing control, control to establish a session, control to cause the terminal 10 to participate in the established session, control to disconnect the session, and others are included.

The storage/reading unit 59 is implemented by the commands from the CPU 501 and with the HDD 505 or is implemented by the commands from the CPU 501, and performs storing various types of data in the storage unit 5000 and reading out various types of data stored in the storage unit 5000.

Functional Configurations of Management Device

The management device 60 includes a transmitting and receiving unit 61, a management unit 63, and a storage/reading unit 69. These various units are the functions or the means implemented by any of the constituent elements illustrated in FIG. 4 being operated by commands from the CPU 501 in accordance with the program for the management device which is loaded onto the RAM 503 from the HD 504. The management device 60 further includes a storage unit 6000 structured with the HD 504. In the storage unit 6000, DBs configured with respective tables are structured.

Standby-Terminal Management Table

In the storage unit 6000, a standby-terminal management DB 6001 configured with a standby-terminal management table is structured. FIGS. 6A to 6G are conceptual diagrams illustrating the standby-terminal management table. FIGS. 6A to 6G illustrate the transition of information recorded in a single standby-terminal management table. In the fields of guest app in the standby-terminal management table, the terminal IDs of the terminals 10 for which the guest app is being activated out of the terminals 10 waiting for the starting of communication are recorded. In the fields of receptionist app in the standby-terminal management table, the terminal IDs of the terminals 10 for which the receptionist app is being activated out of the terminals 10 waiting for the starting of communication are recorded. Each of the fields in the standby-terminal management table constitutes a queue of the terminals 10 waiting for the starting of communication. In the embodiment, the input and output of the terminal ID to/from each field is performed by first-in first-out in principle. That is, when adding (enqueuing) a terminal ID to each of the fields, it is added to the tail-end record of the fields, and when taking out (dequeuing) a terminal ID from each of the fields, it is taken out from the head record in the fields. The remaining records after dequeuing are moved up in the head direction. Specifically, a terminal ID “01cc” that had been added to the fields of receptionist app in the standby-terminal management table is taken out earlier than a terminal ID “01dd” that was added later (see FIGS. 6A to 6C).

The terminal ID input to the standby-terminal management table only needs to be the identification information by which the terminal 10 of communication destination is identifiable. Consequently, as long as the terminal 10 of communication destination is identifiable, the terminal ID is not limited to the identification information of the terminal 10 itself. For example, when the identification information of each terminal 10 itself and the user ID of the user of that terminal 10 are managed in association with each other in the management device 60, the user ID can also be used as the terminal ID that can identify the terminal 10 of communication destination. Furthermore, when the identification information of each terminal 10 itself and the account of the app being activated in that terminal 10 are managed in association with each other in the management device 60, the account can also be used as the terminal ID that can identify the terminal 10 of communication destination.

Each Functional Configuration of Management Device

The transmitting and receiving unit 61 is implemented by the commands from the CPU 501 and with the network I/F 509, and performs the transmitting and receiving of various types of data (or information) with the other terminals, the devices, or the system via the communication network 2.

The management unit 63 is implemented by the commands from the CPU 501, and adds or deletes information in the standby-terminal management table, and thereby manages the standby-terminal management table.

The storage/reading unit 69 is implemented by the commands from the CPU 501 and with the HDD 505 or is implemented by the commands from the CPU 501, and performs storing various types of data in the storage unit 6000 and reading out various types of data stored in the storage unit 6000.

Process or Operation in Embodiment

The processes or the operations of the terminal 10, the relay device 30, the control device 50, the management device 60, and the storage service 70 that constitute the communication system 1 will be described in detail.

Transmission of Status Information

With reference to FIG. 7, the processes in which a terminal (10cc or 10dd) of the receptionist side transmits status information indicative of a state of being able to respond to a starting request of communication to the management device 60 will be described first. FIG. 7 is a sequence diagram illustrating the processes in which the terminal 10 transmits the status information.

Upon receiving an activation request of the receptionist app based on operated input by a user (receptionist), the receiving unit 12 of the terminal (10cc or 10dd) activates the receptionist app (Step S1). Afterward, each process in the terminal (10cc or 10dd) is implemented by the receptionist app.

When the receptionist app is activated, the transmitting and receiving unit 11 transmits a log-in request to the management device 60 (Step S2). This log-in request may include the terminal ID of the terminal (10cc or 10dd) of the log-in request source, an app ID of the receptionist app being activated in the terminal (10cc or 10dd), information for authentication, and others. The information for authentication may include a password corresponding to the terminal ID, the account of the app, a password corresponding to the account, and others. In response to this, when the management device 60 succeeds in the authentication of the terminal (10cc or 10dd), the terminal (10cc or 10dd) connects to the management device 60. In the same manner, the transmitting and receiving unit 11 transmits a log-in request to the control device 50 (Step S3). In response to this, when the control device 50 succeeds in the authentication of the terminal (10cc or 10dd), the terminal (10cc or 10dd) connects to the control device 50. By performing the foregoing log-in process, the management device 60 or the control device 50 of the transmission destination is able to identify the terminal 10 of the transmission source or the app being activated in the terminal 10, without adding the terminal ID, the app ID, and others each time the terminal 10 side transmits information. As for the connection between the terminal 10 and the management device 60 or the connection between the terminal 10 and the control device 50, a real-time connection is used, for example.

Subsequently, when the user of the terminal (10cc or 10dd) is in a state of being able to start a talk with a guest side, the user inputs information indicative of starting of standby by operating the operation button 108. Consequently, the receiving unit 12 receives the starting of standby (Step S4). The transmitting and receiving unit 11 then transmits, to the management device 60, status information indicative of a state of being “able to respond” to a starting request of communication (Step S5).

The terminal (10cc or 10dd) transmits the status information to the management device 60 not only when the starting of standby is received, but also each time it turns into a state of being able to respond. For example, when the receiving unit 12 receives an end of a talk (Step S6), the user of the terminal (10cc or 10dd) is able to start a new talk, and thus the transmitting and receiving unit 11 automatically transmits, to the management device, the status information indicative of being “able to respond” to a starting request of communication (Step S7).

When the user of the terminal (10cc or 10dd) is in a state of not being able to start a talk with a guest side as in the case of temporarily leaving his/her seat and the like, the user inputs information indicative of not being able to respond by operating the operation button 108. Consequently, the receiving unit 12 receives that a response cannot be made (Step S8). In this case, the transmitting and receiving unit 11 transmits, to the management device 60, status information indicative of a state of being “unable to respond” to a starting request of communication (Step S9).

With reference to FIG. 8, the processes in which a terminal (10aa or 10bb) of the guest side transmits a starting request of communication to the management device 60 will be described. FIG. 8 is a sequence diagram illustrating the processes in which the terminal 10 transmits a starting request of communication.

Upon receiving an activation request of the guest app based on operated input by a user (guest), the receiving unit 12 of the terminal (10aa or 10bb) activates the guest app (Step S21). Afterward, each process in the terminal (10aa or 10bb) is implemented by the guest app.

When the guest app is activated, the transmitting and receiving unit 11 accesses the storage service 70, and requests a reception screen of a starting request of communication (Step S22). In response to this, the storage service 70 releases the reception screen of a starting request of communication to the terminal (10aa or 10bb) of the request source (Step S23). In the terminal (10aa or 10bb), the display control unit 17 performs control to output the reception screen of a starting request of communication to the display 120.

The transmitting and receiving unit 11 of the terminal (10aa or 10bb) transmits, in the same manner as that at Step S2, a log-in request to the management device 60 (Step S24). Note that the app ID included in the log-in request, however, is the app ID of the guest app. In response to the log-in request, when the management device 60 succeeds in the authentication of the terminal (10aa or 10bb), the terminal (10aa or 10bb) connects to the management device 60. The transmitting and receiving unit 11 then transmits, in the same manner as that at Step S3, a log-in request to the control device 50 (Step S25). In response to the log-in request, when the control device 50 succeeds in the authentication of the terminal (10aa or 10bb), the terminal (10aa or 10bb) connects to the control device 50.

Subsequently, when the user of the terminal (10aa or 10bb) requests a talk with the receptionist side, the user inputs a starting request from the reception screen of a starting request by operating the operation button 108. Consequently, the receiving unit 12 receives the input of the starting request (Step S26). The transmitting and receiving unit 11 then transmits information indicative of a starting request of communication to the management device 60 (Step S27).

Meanwhile, when the user of the terminal (10aa or 10bb) cancels a starting request after the starting request, the user inputs information indicative of cancelling from the reception screen of a starting request, by operating the operation button 108. Consequently, the receiving unit 12 receives the input of cancelling (Step S28). In this case, the transmitting and receiving unit 11 transmits information indicative of cancelling of the starting request to the management device 60 (Step S29).

Queue Management

With reference to FIG. 9, the processes in which the management device 60 manages queues of the terminals 10 waiting for the starting of communication will be described. FIG. 9 is a flowchart illustrating the processes of managing the queues of the terminals 10 that are waiting for the starting of communication.

When the transmitting and receiving unit 61 of the management device 60 receives status information or a starting request transmitted from the terminal 10, the management unit 63 determines whether the information transmitted from the terminal 10 is status information indicating a state of being “able to respond” transmitted by the receptionist app (Step S41).

If the transmitted information is determined to be the status information indicative of a state of being “able to respond” (Yes), the management unit 63 refers to the standby-terminal management table and determines whether the fields of guest app are empty (Step S42).

If the fields of guest app are determined to be empty (Yes), the management unit 63 adds (enqueues) the terminal ID of the terminal 10 of the transmission source of the status information indicative of a state of being “able to respond” to the tail-end record in the fields of receptionist app in the standby-terminal management table (Step S43).

If the fields of guest app are determined not to be empty (No), the management unit 63 takes out (dequeues) the terminal ID from the head record in the fields of guest app in the standby-terminal management table (Step S44).

At Step S41, if the information transmitted from the terminal 10 is determined not to be the status information indicative of a state of being “able to respond” (No), the management unit 63 determines whether the transmitted information is a starting request of communication transmitted by the guest app (Step S45).

If the transmitted information is determined to be a starting request of communication (Yes), then the management unit 63 refers to the standby-terminal management table and determines whether the fields of receptionist app are empty (Step S46).

If the fields of receptionist app are determined to be empty (Yes), the management unit 63 adds (enqueues) the terminal ID of the terminal 10 of the transmission source of the starting request of communication to a tail-end record in the fields of guest app in the standby-terminal management table (Step S47).

If the fields of receptionist app are determined not to be empty (No), the management unit 63 takes out (dequeues) the terminal ID from the head record in the fields of receptionist app in the standby-terminal management table (Step S48).

If the information transmitted from the terminal 10 is determined not to be a starting request of communication (No), that is, when the transmitted information is the status information indicative of a state of being “unable to respond” or the information indicative of cancelling of a starting request, the management unit 63 deletes, from the standby-terminal management table, the terminal ID of the terminal 10 that is the transmission source of the information, as the exception of the first-in first-out processing (Step S49). For example, when the information transmitted from the terminal 10 is the status information indicative of a state of being “unable to respond,” the management unit 63 deletes the terminal ID of the terminal 10 of the transmission source from the fields of receptionist app in the standby-terminal management table. When the information transmitted from the terminal 10 is the information indicative of the cancelling of a starting request, the management unit 63 deletes the terminal ID of the terminal 10 of the transmission source from the fields of guest app in the standby-terminal management table.

As in the foregoing, the terminal IDs managed in the standby-terminal management table are updated based on the information transmitted from the terminals 10. For example, while the standby-terminal management table is in a state of being empty, when the status information indicative of a state of being “able to respond” is transmitted from the terminal 10cc, by the process at Step S43, the terminal ID “01cc” of the terminal 10cc is added to a field of receptionist app (see FIG. 6A).

Then, when the status information indicative of a state of being “able to respond” is transmitted from the terminal 10dd, by the process at Step S43, the terminal ID “01dd” of the terminal 10dd is added to the tail-end record in the fields of receptionist app (see FIG. 6B).

Subsequently, when a starting request of communication is transmitted from any of the terminals 10, by the process at Step S48, the terminal ID “01cc” of the terminal 10cc is taken out from the head record in the fields of receptionist app (see FIG. 6C).

Then, when a starting request of communication is transmitted from any of the terminals 10, by the process at Step S48, the terminal ID “01dd” of the terminal 10dd is taken out from the head record in the fields of receptionist app (see FIG. 6D).

Subsequently, when a starting request of communication is transmitted from the terminal 10aa, by the process at Step S47, the terminal ID “01aa” of the terminal 10aa is added to a field of guest app (see FIG. 6E).

Then, when a starting request of communication is transmitted from the terminal 10bb, by the process at Step S47, the terminal ID “01bb” of the terminal 10bb is added to a tail-end record in the fields of guest app (see FIG. 6F).

Subsequently, in response to receiving of the end of a talk, when the status information indicative of a state of being “able to respond” is newly transmitted from the terminal 10cc, by the process at Step S44, the terminal ID “01aa” of the terminal 10aa is taken out from the head record in the fields of guest app (see FIG. 6G).

Then, in response to receiving of the end of a talk, when the status information indicative of a state of being “able to respond” is transmitted from the terminal 10dd, by the process at Step S44, the terminal ID “01bb” of the terminal 10bb is taken out from the head record in the fields of guest app. Consequently, the standby-terminal management table is in a state of being empty again. At this time, the terminals 10 waiting for the starting of communication are no longer present on the receptionist side or on the guest side.

Session Establishment

With reference to FIG. 10, the process of establishing a session between the terminals 10 based on the control by the control device 50 will be described. FIG. 10 is a sequence diagram illustrating the processes of establishing a session.

At Step S44 and Step S48, when the terminal ID is taken out (dequeued) from the standby-terminal management table, the management system 5 performs control such that the dequeued terminal 10 starts to perform communication. As this control, the transmitting and receiving unit 61 of the management device 60 in the embodiment transmits, to the terminal 10 of the guest side, the terminal ID of the terminal 10 of destination to cause it to issue a starting request (Step S61). For example, with the reception of status information indicative of a state of being “able to respond” as a trigger, when a terminal ID in the field of guest app is dequeued (see Step S44), the transmitting and receiving unit 61 transmits, to the terminal 10 of the guest side that is identified by the dequeued terminal ID, the terminal ID of the terminal 10 of the receptionist side that has transmitted the status information indicative of a state of being “able to respond”. Meanwhile, with the reception of a starting request as a trigger, when a terminal ID in the field of receptionist app is dequeued (see Step S48), the transmitting and receiving unit 61 transmits, to the terminal 10 of the guest side that is a starting request source that has transmitted the starting request, the terminal ID of the dequeued terminal 10 of the receptionist side.

The transmitting and receiving unit 11 of the terminal 10 of the guest side, upon receiving the terminal ID transmitted from the management device 60, automatically transmits, to the control device 50, a starting request of communication that includes the terminal ID received as the information indicative of destination (Step S62). The control device 50 performs control by a known call control method to establish a session to transmit content data between the terminal 10 of the starting request source and the terminal 10 of the destination. In this case, the transmitting and receiving unit 51 of the control device 50 transmits the starting request transmitted from the terminal 10 of the guest side, to the terminal 10 of the destination on the receptionist side identified by the terminal ID included in the starting request, for example (Step S63). The transmitting and receiving unit 11 of the terminal 10 of the receptionist side, upon receiving the starting request of communication transmitted from the control device 50, automatically transmits, to the control device 50, a response that the starting of communication is permitted (Step S64).

When the transmitting and receiving unit 51 of the control device 50 receives the response that the starting of communication is permitted, the session control unit 58 causes the transmitting and receiving unit 11 to transmit, to the terminal 10 of the starting request source on the guest side, the response transmitted from the terminal 10 of the destination, and relay-device connection information for connecting to the relay device 30 (Step S65). Moreover, the session control unit 58 causes the transmitting and receiving unit 11 to transmit, to the terminal 10 of the destination on the receptionist side, the relay-device connection information for connecting to the relay device (Step S66). The above-described relay-device connection information may include the IP address, authentication information, port number, and others of the relay device 30.

The respective transmitting and receiving units 11 of the terminals 10 of the guest side and the receptionist side transmit, to the relay device 30, the relay-device connection information transmitted from the management device 60 (Step S67, Step S68). Consequently, both the terminal 10 of the guest side and the terminal 10 of the receptionist side connect to the relay device 30, and thereby a session between the terminal 10 of the guest side and the terminal 10 of the receptionist side is established. After the session is established, the terminal 10 of the guest side and the terminal 10 of the receptionist side transmit image data and sound data generated in the respective terminals 10 themselves to the relay device 30. The relay device 30 transmits the image data and the sound data that have been transmitted from one of the terminals 10, to the other terminal 10. As a consequence, the image data and the sound data are to be transmitted reciprocally between the terminal 10 of the guest side and the terminal 10 of the receptionist side.

Effects of Embodiment

The effects of the above-described embodiment will be described.

In the terminals (10cc, 10dd), the transmitting and receiving unit 11 (one example of a transmitting unit of a terminal) that is implemented by the receptionist app can transmit a response to a starting request of communication without receiving the operated input. The standby-terminal management DB 6001 (one example of a management unit) of the management device 60 manages the terminal IDs of the terminals 10 waiting for the starting of communication out of the one or more terminals (10cc, 10dd). The transmitting and receiving unit 61 (one example of a transmitting unit of a management system) of the management device 60 transmits a terminal ID managed in the standby-terminal management DB 6001 to the terminal 10 of the source of a starting request of communication on the guest side as the information indicative of destination (one example of destination information). The transmitted information is not limited to the terminal ID, and may be the domain information, IP address, and others indicating an address of the terminal 10 identified by this terminal ID. When the terminal 10 of the starting request source on the guest side transmits a starting request based on the destination information to the terminal 10 of the receptionist side, the transmitting and receiving unit 11 (one example of a responding unit of a terminal) in the terminal 10 of the receptionist side automatically responds to the starting request without receiving the operated input. Consequently, the standby time that is the time until the communication is started from the time the terminal 10 of a starting request source requested the starting of communication is shortened.

The transmitting and receiving unit 61 (one example of a receiving unit) of the management device 60 receives status information indicative of a state of being “able to respond” to a starting request of communication. The management unit 63 (one example of an updating unit) of the management device 60, after the status information indicative of a state of being “able to respond” is received by the transmitting and receiving unit 61, adds the terminal ID of the terminal 10 of the transmission source of this status information, and when a terminal ID is transmitted to the terminal 10 of the source of the starting request of communication by the transmitting and receiving unit 61, the management unit 63 deletes this terminal ID, and thereby the management unit 63 updates the information managed in the standby-terminal management DB 6001. Consequently, the management device 60 is able to manage the queue of the terminals 10 waiting for the starting of communication appropriately.

The transmitting and receiving unit 61 of the management device 60 receives status information indicative of a state of being “unable to respond” to a starting request of communication. The management unit 63 of the management device 60, after the status information indicative of a state of being “unable to respond” is received by the transmitting and receiving unit 61, deletes the terminal ID of the terminal 10 that is the transmission source of this status information, and thereby updates the information managed in the standby-terminal management DB 6001. Consequently, the management device 60 is able to perform control such that a starting request is not transmitted to the terminal (10cc or 10dd) from the terminal 10 of the starting request source when the user of the terminals (10cc, 10dd) is unable to respond.

In the standby-terminal management DB 6001, when a plurality of terminal IDs are managed, the transmitting and receiving unit 61 transmits the terminal ID that has been added first out of the terminal IDs to the terminal 10 of the source of a starting request of communication. Consequently, the management device 60 is able to perform control such that, out of the terminals 10 of the sources of a starting request of communication, a starting request is transmitted to the terminal 10 of the longest standby time.

Supplement to Embodiment

In the above-described embodiment, a situation in which the management device 60 is a different apparatus from the control device 50 has been exemplified. However, the present invention is not limited to such an embodiment. For example, the control device 50 may include the above-described various functional units of the management device 60.

In the above-described embodiment, a situation has been exemplified in which the guest app is installed in the terminals (10aa, 10bb) and the receptionist app is installed in the terminals (10cc, 10dd). The present invention, however, is not limited to such an embodiment. For example, the terminals (10aa, 10bb, 10cc, 10dd) may be installed with an identical app for reception service. In this case, the app installed in the terminal 10 selectively implements, based on the selection of a role by the user or on the information indicative of a role recorded on the detachable recording medium 1010, the functions by the guest app in the above-described embodiment or the functions by the receptionist app.

As in the foregoing, according to the present invention, it has an effect in that the time taken until the communication is started from the time a communication terminal requested the starting of communication can be shortened.

Although the invention has been described with respect to specific embodiments for a complete and clear disclosure, the appended claims are not to be thus limited but are to be construed as embodying all modifications and alternative constructions that may occur to one skilled in the art that fairly fall within the basic teaching herein set forth.

MANAGEMENT SYSTEM, COMMUNICATION TERMINAL, COMMUNICATION SYSTEM, CALL CONTROL METHOD, AND COMPUTER PROGRAM PRODUCT

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CPC

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