JP7581741B2 - COMMUNICATION TERMINAL, COMMUNICATION SYSTEM, COMMUNICATION METHOD, AND PROGRAM - Google Patents

Description

This disclosure relates to a communication terminal, a communication system, a communication method, and a program.

In recent years, remote concierge (remote customer service) services have been introduced to streamline and streamline store operations. As a result, even if a customer has to wait their turn to be served because a store employee is busy serving customers, the customer can receive customer service by accessing a specially skilled explainer (concierge) terminal at a remote service center via the Internet from a store terminal and having a video call with the explainer (see Patent Document 1).

Recently, in addition to staffed stores that have employees who handle customer service, unmanned stores with no employees have begun to operate. These unmanned stores are also equipped with store terminals, and customers can visit the unmanned store and receive customer service by using the store terminal to have a video call with a person at the service center.

However, the presenters at the service center may need to have specialized skills, and not just any presenter can serve customers. For example, in the case of a travel agency, the service center must have presenters who are knowledgeable about domestic travel, overseas travel, weddings, etc. As a result, even if a customer makes a call start request to the service center from the store's store terminal, all presenters with the desired skills may not be able to respond because they are serving customers remotely. Even in such a situation, in the case of a manned store, there are employees on staff, so the loss of customers can be prevented by calling out to the customer and stopping them from leaving the store. In contrast, in the case of an unmanned store, there are no employees to stop customers from leaving the store, which leads to a loss of customers. Therefore, in the service center, an effort is being made to prevent the loss of customers who visit unmanned stores by installing presenter terminals that can respond preferentially to call start requests from store terminals at unmanned stores.

However, in recent years, the number of unmanned stores has been increasing, so even if a customer makes a call start request from a store terminal in an unmanned store to a service center's terminal for presenters who are given priority at unmanned stores, there is a possibility that all presenters with the skills to respond may be unable to respond due to being busy with remote customer service, etc. This still creates the problem of losing customers.

The invention according to claim 1 is a communication terminal capable of communicating via a communication network with an presenter terminal used by an presenter who gives explanations to customers in a store, the communication terminal comprising: a determination means for determining whether to transmit first connection request information indicating a first connection request to a presenter terminal of a first subgroup that responds preferentially to a connection request from a communication terminal in an unmanned store, or to transmit the first connection request information to a presenter terminal of a second subgroup that responds preferentially to a connection request from a communication terminal in a manned store; a transmission means for transmitting the first connection request information to the presenter terminal of the subgroup determined by the determination means to transmit the first connection request information; and a connection request from the presenter terminal of the subgroup to which the first connection request information was transmitted by the transmission means. a receiving means capable of receiving response information indicating a response as to whether or not connection is possible, wherein the judgment means judges the subgroup to which the presenter terminal sending the first connection request information belongs based on the subgroup name to which the account ID of the terminal itself belongs, and the judgment means judges to send the first connection request information to the presenter terminal of the first subgroup, and when the receiving means receives response information indicating a response that connection is impossible from the presenter terminal of the first subgroup or does not receive response information indicating whether or not connection is possible within a predetermined time after sending the first connection request information, the transmission means transmits second connection request information indicating a second connection request to the presenter terminal of the second subgroup .

As explained above, the present invention has the effect of reducing customer loss.

1 is an overall configuration diagram of a communication system according to an embodiment of the present invention; FIG. 13 is an image diagram showing a situation in which a customer at a store and an instructor at a service center are remotely making a video call. FIG. 2 is a hardware configuration diagram of each terminal and each device that constitutes the communication system of the present embodiment. FIG. 2 is a functional block diagram of the communication system according to the embodiment. FIG. 2 is a functional block diagram of the communication system according to the embodiment. 1A is a conceptual diagram showing a presenter management table, and FIG. 1B is a conceptual diagram showing a skill group management table. 1A is a conceptual diagram showing an authentication management table, and FIG. 1B is a conceptual diagram showing a terminal status management table. 1A is a conceptual diagram showing a destination list management table, FIG. 1B is a conceptual diagram showing a session management table, and FIG. 1C is a conceptual diagram showing a communication information management table. 1A is a conceptual diagram of a system update information management table, FIG. 1B is a conceptual diagram of a business operator management table, and FIG. 1C is a conceptual diagram of an area management table. 1A is a conceptual diagram of a terminal management table, and FIG. 1B is a conceptual diagram of a skill management table. 1A is a conceptual diagram of a login information management table, FIG. 1B is a conceptual diagram of a subgroup management table, and FIG. 1C is a conceptual diagram of a user update information management table. FIG. 11 is a sequence diagram showing a registration process of service information. FIG. 13 is a diagram showing a login screen displayed on an administrator terminal. FIG. 13 is a diagram showing a store list screen displayed on the manager terminal. FIG. 13 is a diagram showing a presenter list screen displayed on the administrator terminal. FIG. 13 is a diagram showing a group list screen displayed on an administrator terminal. FIG. 13 is a diagram showing a presenter information editing screen displayed on the manager terminal. FIG. 13 is a diagram showing a group information editing screen displayed on the administrator terminal. FIG. 13 is a diagram showing a store information editing screen displayed on the manager terminal. FIG. 11 is a sequence diagram showing a preparation process for a video call by a store terminal, and in particular, a process for acquiring service information. FIG. 11 is a sequence diagram showing a preparation process for a video call of a store terminal, and in particular, a process for acquiring the operating status of each terminal. 13 is a flowchart showing a preparation process for a video call of a store terminal, in particular, a process for determining an operating state of a group of presenter terminals for each skill. FIG. 13 is a diagram showing a screen displayed on a store terminal. FIG. 11 is a sequence diagram showing a process for starting a video call. FIG. 11 is a sequence diagram showing detailed processing of communication establishment control. 4 is a flowchart showing various processes for starting a call.

[Overall configuration of communication system]
The overall configuration of a communication system will be described with reference to Fig. 1. Fig. 1 is an overall configuration diagram of a communication system according to an embodiment of the present invention. In this example, a customer, a travel agency that sells travel products to the customer, and a system provider that provides a system for remote concierge (remote customer service) to the travel agency appear.

Travel agencies operate staffed stores, unmanned stores, and service centers in multiple areas, such as Kanto and Kansai. In FIG. 1, it is shown that the travel agency operates a staffed store MS, an unmanned store US, and a service center SC1 in area E1. A staffed store MS is a store that has employees who handle customer service. An unmanned store is a store that does not have employees who handle customer service. Note that while FIG. 1 shows only one staffed store MS and one unmanned store US, there may be multiple of each.

In a manned store MS, an employee usually provides information about travel products to customers who visit the store, but there are cases where the employee is busy serving a customer and cannot serve a new customer. Also, in an unmanned store US, there are no employees to serve customers in the first place. In such cases, a customer can use the store terminal 1c1 in the manned store MS or the store terminal 1c2 in the unmanned store US to access the presenter terminal of any presenter in the service center SC1 via a communication network 100 such as the Internet, and receive remote customer service regarding travel products from the presenter. The presenter is, for example, the remote concierge mentioned above. Since the presenter basically uses his or her own dedicated presenter terminal, a specific presenter and a specific presenter terminal are linked.

Each of the store terminals 1c1 and 1c2 is configured with a PC (personal computer). Multiple store terminals may be installed in the manned store MS and the unmanned store US. In the following, multiple store terminals such as the store terminals 1c1 and 1c2 will be collectively referred to as "store terminal 1."

The service center SC1 includes a manned store priority response organization MG1 that gives priority to receiving a call start request to start remote customer service from the store terminal 1c1 of the manned store MS, and an unmanned store priority response organization UG1 that gives priority to receiving a call start request to start remote customer service from the store terminal 1c2 of the unmanned store US. Note that there may be three or more priority response organizations.

Furthermore, the staffed store priority response organization MG1 includes an organization SR11 responsible for skill SK1, and an organization SR12 responsible for skill SK2. For example, skill SK1 is the ability of a presenter to make suggestions related to cruises, and skill SK2 is the ability of a presenter to make suggestions related to weddings. Similarly, the unmanned store priority response organization UG1 includes an organization SR21 responsible for skill SK1, and an organization SR22 responsible for skill SK2. In other words, the staffed store priority response organization MG1 and the unmanned store priority response organization UG1 have organizations SR11, SR21 (or organizations SR12, SR22) that have presenters with the same skills. Note that there may be three or more skills and skill-responsible organizations.

Furthermore, in the staffed store priority response organization MG1, the organization SR11 responsible for skill SK1 has presenters mg11 and mg12 who have skill SK1. Presenter mg11 uses presenter terminal 9mg11, and presenter mg12 uses presenter terminal 9mg12.

In addition, the organization SR12 responsible for skill SK2 has presenters mg21 and mg22 who also have skill SK2. Presenter mg21 uses presenter terminal 9mg21, and presenter mg22 uses presenter terminal 9mg22.

Similarly, in unmanned store priority response organization UG1, organization SR21 responsible for skill SK1 has presenters ug11 and ug12 who have skill SK1. Presenter ug11 uses presenter terminal 9ug11, and presenter ug12 uses presenter terminal 9ug12. Furthermore, organization SR22 responsible for skill SK2 has presenters ug21 and ug22 who have skill SK2. Presenter ug21 uses presenter terminal 9ug21, and presenter ug22 uses presenter terminal 9ug22.

Note that there may be three or more presenters in each responsible organization (SR11, SR12, SR21, SR22). In this case, a presenter terminal is assigned to each of the three or more presenters. In addition, hereinafter, when referring to multiple presenter terminals such as presenter terminals 9mg11, 9mg12, 9mg21, 9mg22, 9ug12, 9ug12, 9ug21, 9ug22, etc., they will be referred to as "presenter terminal 9".

The travel agency also has an administrator ad1 who manages the terminals in each service area. The administrator ad1 uses the administrator terminal 4 to access the service information management device 7 via the communication network 100 and sets various types of service information. This service information is information related to the processing and settings of each terminal of the travel agency,
The administrator terminal 4 is configured by a PC.

Customer c1 and customer c2 visited staffed store MS and unstaffed store US, respectively.

The system provider manages and operates the relay device 3, the communication management device 5, and the service information management device 7. The relay device 3, the communication management device 5, and the service information management device 7 are computers such as servers. The relay device 3 relays image data and audio data when a video call is made between any of the store terminals 1 and any of the presenter terminals 9. The communication management device 5 centrally manages login authentication from the store terminal 1 and the presenter terminal 9, management of the communication status of the store terminal 1 and the presenter terminal 9, management of the destination list, and communication status of the relay device 30. The service information management device 7 manages various types of service information that have been set. The relay device 3, the communication management device 5, and the service information management device 7 will be explained in detail later.

In addition, the store terminal 1, the manager terminal 4, the presenter terminal 9, the relay device 3, the communication management device 5, and the service information management device 7 can be connected to a communication network 100 such as the Internet.

The relay device 3, the communication management device 5, and the service information management device 7 may be constructed by a single computer, or may be constructed by multiple computers in which each part (function or means) is divided and arbitrarily assigned.

Figure 2 is an image diagram showing a situation in which a customer at a store and a presenter at a service center are having a remote video call. In Figure 2, customer c2 who has visited the unmanned store US is using the store terminal 1c2, and a presenter ug11 from the unmanned store priority response organization UG1 is using the presenter terminal 9ug11. In this way, customer c2 can receive an explanation of a travel product through remote customer service.

[Hardware configuration of communication system]
Next, using Figure 3, the hardware configuration of each terminal (store terminal 1, manager terminal 4, presenter terminal 9 and each device (relay device 3, communication management device 5, service information management device 7) that make up the communication system shown in Figure 1 will be explained. Note that in this embodiment, each terminal and each device are all assumed to have the same configuration, so the hardware configuration of the store terminal 1 will be explained and descriptions of the hardware configurations of the other terminals and devices will be omitted.

As shown in FIG. 3, the store terminal 1 is configured as a computer and includes a CPU 101, a ROM 102, a RAM 103, a HD 104, a HDD (Hard Disk Drive) controller 105, a display 106, an external device connection I/F (Interface) 108, a network I/F 109, a data bus 110, a keyboard 111, a pointing device 112, a DVD-RW (Digital Versatile Disk Rewritable) drive 114, and a media I/F 116.

Of these, the CPU 101 controls the operation of the entire computer. The ROM 102 stores programs used to drive the CPU 101, such as IPL. The RAM 103 is used as a work area for the CPU 101. The HD 104 stores various data such as programs. The HDD controller 105 controls the reading or writing of various data from the HD 104 according to the control of the CPU 101. The display 106 displays various information such as a cursor, menu, window, character, or image. The external device connection I/F 108 is an interface for connecting various external devices. In this case, the external device is, for example, a USB (Universal Serial Bus) memory or a printer. The network I/F 109 is an interface for data communication using the communication network 100. The bus line 110 is an address bus, a data bus, or the like for electrically connecting each component such as the CPU 101 shown in FIG. 3.

The keyboard 111 is a type of input means equipped with multiple keys for inputting characters, numbers, various instructions, etc. The pointing device 112 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. The DVD-RW drive 114 controls the reading and writing of various data from a DVD-RW 113, which is an example of a removable recording medium. Note that this is not limited to a DVD-RW, and may be a DVD-R or Blu-ray Disc, etc. The media I/F 116 controls the reading and writing (storing) of data from a recording medium 115, such as a flash memory.

Also, a microphone 121 as an example of a sound collection device, a speaker 122 as an example of a sound output device, and a camera 123 as an example of an image capture device are connected to the external device connection I/F. Note that while the microphone 121, speaker 122, and camera 123 are shown as external devices in FIG. 3, they may be built-in devices without going through the external device connection I/F.

[Functional configuration of the communication system]
Next, each functional configuration of the communication system according to the present embodiment will be described with reference to Fig. 3 to Fig. 11. Fig. 4 and Fig. 5 are block diagrams showing each functional configuration of the communication system according to the present embodiment.

<Functional configuration of store terminal>
First, the functional configuration of the store terminal 1 will be described with reference to Figures 3 and 4. As shown in Figure 4, the store terminal 1 has a transmission/reception unit 11, a reception unit 12, a communication control unit 13, a display control unit 14, a judgment unit 15, and a storage/readout processing unit 19. Each of these units is a function or a means that is realized when any of the components shown in Figure 3 operates according to an instruction from the CPU 101 according to a program loaded from the hard disk 104 onto the RAM 103. The store terminal 1 also has a storage unit 1000 constructed by the RAM 103 and HD 104 shown in Figure 3. A presenter management DB 1001 and a skill group management DB 1002 are constructed in the storage unit 1000. Each piece of information managed in the presenter management DB 1001 and the skill group management DB 1002 is included in the client information sent from the service information management device 7 in step S19 described later. The store terminal 1 uses the information managed in the presenter management DB 1001 and the skill group management DB 1002 when displaying a screen shown in FIG. 23, which will be described later.

(Explainer Management Table)
Fig. 6(A) is a conceptual diagram of a presenter management table. A presenter management DB 1001 configured by the presenter management table as shown in Fig. 6(A) is constructed in the storage unit 1000. In this presenter management table, various information of the destination candidate (presenter terminal 9 in this case) of the store terminal 1 (communication ID, presenter name, operating status (presence) of the destination candidate, and skill name indicating the skill of the presenter who exclusively uses the presenter terminal) are associated and managed.

The communication ID is identification information for identifying the communication destination in the communication system 1. The communication ID is not particularly limited, but may be, for example, a user ID for identifying the presenter using the presenter terminal 9, a communication ID for identifying a store terminal, etc. The presenter name in FIG. 6(A) is the presenter name shown in FIG. 23(C) described later. The operating status indicates the operating status of the terminal on the other side of the video call. There are three types of operating status: Online (available for calling), Chat (in a call), and Offline (unable to make a call). The operating status is reflected in the display in FIG. 23(A) and (C). As described above, the skill indicates the name of the skill possessed by the presenter. As shown in FIG. 6(A), one presenter may have multiple skills (Specialty 1, Specialty 2).

(Skill group management table)
Fig. 6B is a conceptual diagram showing a skill group management table. A skill group management DB 1002 is constructed in the storage unit 1000 by a skill group management table as shown in Fig. 6B. In this skill group management table, skill names, operating states (presence) of skill groups, communication IDs of presenter terminals with which the store terminal can communicate, and communication IDs of presenter terminals during communication are associated and managed.

The operating status of a skill group indicates the overall operating status of each presenter terminal of a group of presenters who have the same skill, such as Specialty 1. For example, if there are multiple presenter terminals of a group of presenters who have the same skill, and the operating status of even one of these presenter terminals is Online, the operating status of the skill group of Specialty 1 is managed as Online. Even if the operating status of all of the multiple presenter terminals is not Online, if the operating status of even one of these presenter terminals is Chat, the operating status of the skill group of Specialty 1 is managed as Chat. Furthermore, if the operating status of all of the multiple presenter terminals is neither Online nor Chat, i.e., if all of the operating statuses are Offline, the operating status of the skill group of Specialty 1 is managed as Offline.

(Functional configuration of store terminal)
Next, we will explain each component of the store terminal 1. The transmission/reception unit 11 is realized by commands from the CPU 101 shown in Fig. 3, the external device connection I/F 108, and the network I/F 109, and transmits and receives various data (or information) to and from other terminals, devices, or systems via the communication network 100.

The reception unit 12 is realized mainly by commands from the CPU 101 shown in FIG. 3, as well as the keyboard 111 and pointing device 112, and receives various inputs from the user.

The communication control unit 13 is realized by an instruction from the CPU 101 shown in FIG. 3, and inputs image data obtained by an external camera connected to the external device connection I/F 108 by capturing an image of a subject. The communication control unit 13 also inputs sound data obtained by an external microphone connected to the external device connection I/F 108 by collecting sound. Furthermore, the communication control unit 13 outputs image data received from the other party of the video call and image data obtained by its own terminal to the display control unit 14. The communication control unit 13 also outputs sound data received from the other party of the video call and sound data obtained by its own terminal to an external speaker connected to the external device connection I/F 108.

The display control unit 14 is mainly realized by commands from the CPU 101 shown in FIG. 3, and displays images by outputting image data to the display 106 or an external display connected to the external device connection I/F.

The judgment unit 15 is mainly realized by commands from the CPU 101 shown in FIG. 3, and performs various judgments. The contents of the judgments will be described later.

The storage/read processing unit 19 is mainly executed by commands from the CPU 101 and the HDD controller 105 shown in FIG. 3, and performs processing such as storing various data in the storage unit 1000 and reading various data stored in the storage unit 1000.

In addition, image data and sound data received during communication with other terminals are overwritten and stored in the memory unit 1000 each time they are received. Of these, images are displayed on the display 106 or an external display using the image data before being overwritten, and sound is output from an external speaker using the sound data before being overwritten.

<Administrator terminal>
Next, the functional configuration of the administrator terminal 4 will be described with reference to Fig. 3 and Fig. 4. As shown in Fig. 4, the administrator terminal 4 has a transmission/reception unit 41, a reception unit 42, a display control unit 44, and a storage/readout processing unit 49. In addition, the administrator terminal 9 has a storage unit 4000 constructed by the RAM 103 and HD 104 shown in Fig. 3.

The transmitter/receiver unit 41, reception unit 42, display control unit 44, and storage/readout processing unit 49 of the manager terminal 4 have the same functions as the transmitter/receiver unit 11, reception unit 12, display control unit 14, and storage/readout processing unit 49 of the store terminal 1, respectively, so their explanations are omitted.

<Functional configuration of presenter terminal>
Next, the functional configuration of the presenter terminal 9 will be described with reference to Figures 3 and 4. As shown in Figure 4, the presenter terminal 9 has a transmission/reception unit 91, a reception unit 92, a communication control unit 93, a display control unit 94, a determination unit 95, and a storage/readout processing unit 99. The presenter terminal 9 also has a storage unit 9000 constructed by the RAM 103 and HD 104 shown in Figure 3. A presenter management DB 9001 and a skill group management DB 9002 are constructed in the storage unit 9000.

Note that the transmitter/receiver unit 91, reception unit 92, communication control unit 93, display control unit 94, judgment unit 95, and storage/readout processing unit 99 of the presenter terminal 9 have the same functions as the transmitter/receiver unit 11, reception unit 12, communication control unit 13, display control unit 14, judgment unit 15, and storage/readout processing unit 19 of the store terminal 1, respectively, and therefore their descriptions are omitted. Also, the presenter management DB 9001 and skill group management DB 9002 of the presenter terminal 9 have the same data structure as the presenter management DB 1001 and skill group management DB 1002 of the store terminal 1, and therefore their descriptions are omitted.

<Functional configuration of relay device>
Next, the functional configuration of the relay device 3 will be described with reference to Figures 3 and 5. As shown in Figure 5, the relay device 3 has a transmission/reception unit 31 that also functions as a transfer unit, a judgment unit 32, and a storage/read processing unit 39. Each of these units is a function or a means for performing a function that is realized when any of the components shown in Figure 3 operates according to an instruction from the CPU 101 in accordance with a program loaded from the HD 104 onto the RAM 103. The relay device 3 also has a storage unit 3000 constructed by the RAM 103 and HD 104 shown in Figure 3.

(Functional configuration of relay device)
Next, each functional configuration of the relay device 3 will be described in detail. The transmission/reception unit 31 of the relay device 3 shown in Fig. 5 is realized by commands from the CPU 101 shown in Fig. 3 and the network I/F 109 shown in Fig. 3, and transmits and receives various data (or information) with other terminals, devices, or systems via the communication network 100. The transmission/reception unit 31 also serves as a transfer unit, and transfers image data and sound data transmitted from a specific terminal to another terminal.

The judgment unit 32 is realized by commands from the CPU 101 shown in FIG. 3, and performs judgments on the data delay state, etc.

The storage/read processing unit 39 is realized by commands from the CPU 101 shown in FIG. 3 and the HDD 105 shown in FIG. 3, and performs processing such as storing various data in the storage unit 3000 and reading various data stored in the storage unit 3000.

<Functional configuration of the communication management device>
Next, the functional configuration of the communication management device 5 will be described with reference to Figures 3 and 5. As shown in Figure 5, the communication management device 5 has a transmission/reception unit 51, a selection unit 53, a creation unit 54, a judgment unit 55, and a storage/read processing unit 59. Each of these units is a function or a means for performing a function that is realized when any of the components shown in Figure 3 operates in response to an instruction from the CPU 101 in accordance with a program loaded from the HD 104 onto the RAM 103. The communication management device 5 also has a storage unit 5000 constructed by the RAM 103 and HD 104 shown in Figure 3.

(Authentication Management Table)
Fig. 6(A) is a conceptual diagram showing an authentication management table. An authentication management DB 5001 configured by an authentication management table as shown in Fig. 6(A) is constructed in the storage unit 5000. In this authentication management table, each password is associated with each communication ID of all terminals 1, 9 managed by the communication management device 5 and managed. Note that a password is an example of authentication information, and authentication information also includes an access token.

(Terminal Status Management Table)
Fig. 7B is a conceptual diagram showing a terminal status management table. A terminal status management DB 5002 configured by the terminal status management table shown in Fig. 7B is constructed in the storage unit 5000. In this terminal status management table, for each communication ID of each terminal 1, 9, the destination name when each terminal 1, 9 is the destination, the operating state of each terminal 1, 9, the reception date and time when login request information described later is received by the communication management device 5, and the IP address of the store terminal 1, 9 are associated and managed. The communication ID, destination name, and terminal IP address are stored when each terminal 1, 9 is pre-registered to receive services provided by the communication management device 5.

(Destination list management table)
Fig. 8(A) is a conceptual diagram showing a destination list management table. A destination list management DB 5003 configured by the destination list management table shown in Fig. 8(A) is constructed in the storage unit 5000. In this destination list management table, the communication IDs of all destination terminals registered as destination terminal candidates are associated with the communication ID of the starting terminal requesting the start of a call and are managed. These destination terminal candidates are updated by being added or deleted in response to an addition or deletion request from the manager terminal 4 to the communication management device 5.

Note that the destination list is an example of destination information, and the destination information may not be in list format, but may instead be a list of information about the destinations, such as communication IDs.

(Session Management Table)
Fig. 8B is a conceptual diagram showing a session management table. A session management DB 5004 configured by a session management table as shown in Fig. 8B is constructed in the storage unit 5000. In this session management table, for each communication session ID for identifying a session for performing mutual communication between each terminal and the relay device 3, the relay device ID of the relay device 3 used, the communication ID of the starting terminal, the communication ID of the destination terminal, the reception delay time (ms) when the image data is received at the destination terminal, and the reception date and time when the delay information indicating this delay time is sent from the destination terminal and received by the communication management device 5 are associated and managed.

(Communication Information Management Table)
Fig. 8C is a conceptual diagram showing a communication information management table. A communication information management DB 5005 configured by a communication information management table as shown in Fig. 8C is constructed in the storage unit 5000. In this communication information management table, for each communication ID for identifying mutual communication performed between each terminal and the relay device 3, the IP address of the relay device of the relay device 3 used and the communication ID of the terminal with which the mutual communication is performed are associated and managed.

(Functional configuration of the communication management device)
Next, a detailed description will be given of each functional configuration of the communication management device 5. In the following, in describing each functional configuration of the communication management device 5, the relationship between each component shown in FIG. 3 and the main components for realizing each functional configuration of the communication management device 5 will also be described.

The transmission/reception unit 51 of the communication management device 5 shown in FIG. 5 is realized by commands from the CPU 101 shown in FIG. 3 and the network I/F 109, and transmits and receives various data (or information) to and from other terminals, devices, or systems via the communication network 100.

The selection unit 53 is implemented by commands from the CPU 101 shown in FIG. 3, and selects the optimal relay device for intercommunication based on the IP address of each terminal.

The creation unit 54 is realized by a command from the CPU 101 shown in FIG. 3, and creates communication information in response to a request from each terminal to start mutual communication. This communication information includes the IP address of the relay device selected by the selection unit 53, the above-mentioned communication ID, etc.

The judgment unit 55 is realized by commands from the CPU 101 shown in FIG. 3 and performs various judgments.

The storage/read processing unit 59 is realized by commands from the CPU 101 and the HDD controller 105 shown in FIG. 3, and performs processing such as storing various data in the storage unit 5000 and reading various data stored in the storage unit 5000.

<Service Information Management Device>
Next, the functional configuration of the service information management device 7 will be described with reference to Figures 3 and 5. As shown in Figure 5, the service information management device 7 has a transmission/reception unit 71, a judgment unit 75, and a storage/readout processing unit 79. Each of these units is a function or a means for performing a function that is realized when any of the components shown in Figure 3 operates in response to an instruction from the CPU 101 according to a program loaded from the HD 104 onto the RAM 103. The service information management device 5 also has a storage unit 7000 constructed by the RAM 103 and HD 104 shown in Figure 3. A service information management DB 7001 is constructed in this storage unit 7000. Each table shown in Figures 9 to 11 is constructed in the service information management DB 7001.

(System update information management table)
9A is a conceptual diagram showing a system update information management table. In this system update information management table, the client name, latest version, update application date and time, and download URL (Uniform Resource Locator) are associated and managed for each client ID. In the client name column, the store terminal app is an application for the store terminal 1, and the presenter terminal app is an application for the presenter terminal 9. Each application is managed by its download URL.

(Business operator management table)
9B is a conceptual diagram showing a business operator management table. In this business operator management table, business operator IDs and business operator names are associated with each other and managed. Business operators are, for example, travel agencies, leasing companies, etc.

(Group Management Table)
9C is a conceptual diagram showing a group management table. In this group management table, a group name (area name) and a carrier ID are associated with each group ID (area ID) and managed. The group indicates area E1 in FIG. 1, etc.

(Terminal Management Table)
FIG. 10(A) is a conceptual diagram showing a terminal management table. In this terminal management table, a destination name, a role, a login ID, a password, a business ID, a group ID, and a communication ID are associated with each account ID and managed. The account ID is identification information for identifying the store, the explainer, and the manager. In the case of a store, the account of the store itself is managed, not that of a customer. The destination name is also managed in the terminal status management table of FIG. 7(B), but is a display name shown on the destination selection screen displayed on the store terminal 1 as shown in FIG. 23(C). The role indicates the role of the user of the terminal, etc. The login ID and password are used for authentication when the administrator ad1 accesses the service information management device 7 from the administrator terminal 4. The "password" in this terminal management table is the same as the "password" in the authentication management table of FIG. 7(A), but may be a different password. The communication ID is also managed in the terminal status management table (see FIG. 7(A)) in the communication management device 5.

(Skill management table)
Fig. 10B is a conceptual diagram showing a skill management table. In this skill management table, a skill name and an account ID of a presenter who possesses the skill are associated with each skill ID and managed. As shown in Fig. 10B, it is also possible to manage that the same presenter (001) possesses multiple skills such as specialty 1 and specialty 2.

(Login information management table)
11A is a conceptual diagram showing a login information management table. In this login information management table, the version, account ID, and last login date and time are associated and managed for each serial number ID. The version is the version of the client application (each application of the store terminal 1 and the presenter terminal 9) at the time of login. This makes it possible to know which account is using which version when an application is updated.

(Subgroup management table)
Fig. 11(B) is a conceptual diagram showing a subgroup management table. In this subgroup management table, the subgroup name, group ID, and account ID of the presenter belonging to the subgroup are associated and managed for each subgroup ID. As shown in Fig. 10(B), it is also possible to manage that the same presenter (account ID "001") has multiple skills such as specialty 1 and specialty 2. In the case of the account ID of a store terminal, as shown in Fig. 1, the subgroup indicates a staffed store or an unmanned store. Also, in the case of the account ID of a presenter, the subgroup indicates a staffed store priority response organization or an unmanned store priority response organization.

For example, the store terminal (Tokyo main store No. 1) with account ID "003" will preferentially transmit connection request information indicating a connection request for a communication session for a video call to the presenter terminals used by the presenters with account IDs "001" and "002" as a prelude to a video call start request (see S101 in FIG. 25) all at once (first transmission) (see S84-1, S85-1 in FIG. 24 described later). Then, if there is no response from the presenter terminals of the presenters with account IDs "001" and "002" within a certain period of time (see S204 in FIG. 25 described later), the store terminal (Tokyo main store No. 1) with account ID "003" will transmit a call start request all at once (second transmission) to a specific presenter terminal that is Online (available for calls) among the presenter terminals of presenters with the same skills other than account IDs "001" and "002" (see S206 in FIG. 25 described later).

(User Update Information Management Table)
11C is a conceptual diagram showing a user update information management table, in which the account ID of the update target, the scheduled update version, the update application date and time, and the download URL are associated and managed for each update ID.

(Functional configuration of the service information management device)
Next, a detailed description will be given of each functional configuration of the service information management device 7. In the following, in describing each functional configuration of the service information management device 7, the relationship between each component shown in Fig. 3 and the main components for realizing each functional configuration of the service information management device 7 will also be described.

The transmission/reception unit 11 of the service information management device 7 shown in FIG. 5 is realized by commands from the CPU 101 shown in FIG. 3 and the network I/F 109, and transmits and receives various data (or information) to and from other terminals, devices, or systems via the communication network 100.

The judgment unit 75 is realized by commands from the CPU 101 shown in FIG. 3, and performs various judgments.

The storage/read processing unit 79 is realized by commands from the CPU 101 and the HDD controller 105 shown in FIG. 3, and performs processing such as storing various data in the storage unit 7000 and reading various data stored in the storage unit 7000.

[Processing or Operation of the Embodiment]
Next, the process or operation in the communication system according to the present embodiment will be described with reference to Figs. 12 to 26. In the following, the store terminal 1 as the requester requesting the start of a video call may be referred to as the "start terminal", and the presenter terminal 9 as the destination (relay destination) to which the request is made may be referred to as the "destination terminal".

<Service Information Registration Process>
12 to 19, a process of registering various kinds of service information in the service information management device 7 from the administrator terminal 4 will be described. The service information is managed in the tables of FIGS.

Figure 12 is a sequence diagram showing the service information registration process. Figure 13 is a diagram showing a login screen displayed on the administrator terminal. Figure 14 is a diagram showing a store list screen displayed on the administrator terminal. Figure 15 is a diagram showing a presenter list screen displayed on the administrator terminal. Figure 16 is a diagram showing a group list screen displayed on the administrator terminal. Figure 17 is a diagram showing a presenter information editing screen displayed on the administrator terminal. Figure 18 is a diagram showing a group information editing screen displayed on the administrator terminal. Figure 19 is a diagram showing a store information editing screen displayed on the administrator terminal.

As shown in FIG. 12, the administrator ad1 uses the administrator terminal 4 to access the service information management device 7 via the communication network 100, causing the web browser (display control unit 44) of the administrator terminal 4 to display the screens of FIG. 13 to FIG. 19 on the display 106, and the transmission/reception unit 41 to transmit each piece of service information input or selected by the administrator ad1 on each screen to the service information management device 7 (S1). Then, in the service information management device 7, the transmission/reception unit 71 receives each piece of service information, and the storage/read processing unit 79 stores each piece of service information in the service information management DB 7001. As a result, each piece of information is managed in each table shown in FIG. 9 to FIG. 11.

The screens are displayed in the order of Figures 13 to 19. For example, on the group information editing screen shown in Figure 18, the administrator ad1 inputs the account ID of the presenter of the presenter terminal 9 to which the administrator wants to give priority in sending a call start request in the "Presenter" field of the subgroup (for unmanned stores). Furthermore, on the store information editing screen shown in Figure 19, the administrator inputs the subgroup name (here, for unmanned stores) in the "Subgroup to call with priority" field. This allows the store terminal 1 to obtain service information from the service information management device 7 (see S19 in Figure 20 described below) and manage the presenter terminal 9 to which the store terminal 1 should give priority in sending a call start request (see S20).

<Video call preparation process>
Next, a process of preparing a video call for remote customer service will be described with reference to Fig. 20 to Fig. 23. Fig. 20 is a sequence diagram showing a process of preparing a call by a store terminal.

First, when a customer who comes to the store turns on the power switch of the store terminal 1, the reception unit 12 accepts the power ON and starts up the store terminal 1 (S11). When the store terminal 1 starts up, the communication app installed in the store terminal 1 starts up (S12). Thereafter, processing in the store terminal 1 is executed according to commands from the communication app. Then, the storage and reading processing unit 19 reads local setting information from the storage unit 1000 (S13). This completes the preparation of the store terminal 1, including setting the background image for the display screen and setting the login ID and password.

Next, the transmitting/receiving unit 11 of the store terminal 1 transmits a login request to the service information management device 7 via the communication network 100 (S14). This login request includes the login ID and password read in step S13. As a result, the transmitting/receiving unit 71 of the service information management device 7 receives the login request. By transmitting the login request from the store terminal 1 to the service information management device 7, the service information management device 7, which is the receiving side, can obtain the IP address of the store terminal 1, which is the transmitting side.

Next, the judgment unit 75 of the service information management device 7 searches the terminal management table (FIG. 10(A)) of the service information management DB 7001 using the login ID and password included in the login request as search keys, and performs authentication by determining whether the same login ID and password are managed in this terminal management table (S15).

Then, the transmitting/receiving unit 71 of the service information management device 7 transmits authentication result information indicating the authentication result to the store terminal 1 (S16). As a result, the transmitting/receiving unit 11 of the store terminal 1 receives the authentication result information.

Next, the transmitting/receiving unit 11 of the store terminal 1 transmits a request for service information to the service information management device 7 (S17). As a result, the transmitting/receiving unit 71 of the service information management device 7 receives the request for service information.

Next, in the service information management device 7, the storage/read processing unit 79 reads out the service information from the service information management DB 7001 (S18). Then, the transmission/reception unit 71 transmits the service information to the store terminal 1 (S19). As a result, the transmission/reception unit 11 of the store terminal 1 receives the service information. Next, in the store terminal 1, the storage/read processing unit 19 sets the service information (S20).

<Video call start process>
First, the creation unit 54 of the store terminal 1 creates a session ID for identifying the communication session by itself (S22). Next, the transmission/reception unit 11 transmits login request information indicating a login request to the communication management device 5 via the communication network 100 (S23). This login request information includes the session ID created in step S22, and the communication ID and password of the terminal itself in the service information acquired in step S19. Note that the communication ID here is a start terminal ID for identifying the store terminal 1 that transmitted the login request in step S23.

Next, the storage/readout processing unit 59 of the communication management device 5 searches the authentication management table (see FIG. 7(A)) using the communication ID and password included in the login request information received via the transmission/reception unit 51 as search keys, and performs terminal authentication by determining whether the same communication ID and the same password are managed (S24). Here, the explanation will continue assuming that the same communication ID and the same password are managed by the storage/readout processing unit 59.

If the storage/readout processing unit 59 determines that the login request is from a terminal with valid usage rights, assuming that the same communication ID and the same password are managed, the storage/readout processing unit 59 changes the operation status field of the record of the communication ID received in step S23 to "Online (capable of calling)" in the terminal status management table (see FIG. 7B), and stores the reception date and time when the login request was received in step S23 in the reception date and time field (S25). As a result, for example, the communication ID "01aa" is managed in the terminal status management table in association with the operation status "Online (capable of calling)", the reception date and time "2019.4.10.13:40", and the IP address "1.2.1.4". Note that the IP address of the terminal may not be registered in advance, but may be sent from the store terminal 1 in step S23.

Next, the storage/read processing unit 59 adds a new record including the communication ID and password of the store terminal 1 received in step S23 to the session management table (see FIG. 8(B)) and manages it (S26). Then, the transmission/reception unit 51 of the communication management device 5 transmits authentication result information indicating the authentication result obtained by the processing of step 24 to the store terminal 1 that made the login request via the communication network 100 (S27).

When the transmitting/receiving unit 11 of the login request terminal (store terminal 1) receives authentication result information indicating that the terminal has been determined to have valid usage rights, the transmitting/receiving unit 11 transmits destination list request information indicating a request for a destination list to the communication management device 5 via the communication network 100 (S28). As a result, the transmitting/receiving unit 51 of the communication management device 5 receives the destination list request information.

Next, the storage/reading processing unit 59 searches the destination list management table (see FIG. 8(A)) using the communication ID "01ab" of the login request terminal (store terminal 1) as a search key, reads out the communication IDs of destination candidates that can communicate with the login request terminal (store terminal 1), and reads out the destination names corresponding to these communication IDs from the terminal status management table (see FIG. 7(B)) (S29). Here, the communication IDs of the destination candidates that correspond to the communication ID "01ab" of the login request terminal (store terminal 1) and the destination names corresponding to these are extracted.

Next, the storage/readout processing unit 59 of the communication management device 5 reads out the data of the destination list frame from the memory unit 5000 (S30). Then, the transmission/reception unit 51 transmits the "destination list information (destination list frame, communication ID, destination name)" including this destination list frame and the communication ID and destination name read out by the storage/readout processing unit 59 to the login request terminal (store terminal 1) (S31). As a result, in the login request terminal (store terminal 1), the transmission/reception unit 11 receives the destination list information, and the storage/readout processing unit 19 stores the destination list information in the memory unit 1000 (S32).

In this way, in this embodiment, rather than each terminal managing the destination list information, the communication management device 5 centrally manages the destination list information for all terminals. Therefore, even if a new terminal is added to the communication system, a new model of terminal is added to replace a terminal already included, or the appearance of the destination list frame needs to be changed, the communication management device 5 can handle this all at once, eliminating the need to change the destination list information on each terminal.

The storage/read processing unit 59 of the communication management device 5 searches the terminal status management table (see FIG. 7(B)) using the communication IDs of the destination candidates read out as a search key, and obtains the operating status of each communication terminal as a destination candidate by reading out the corresponding operating status for each communication ID (S33).

Next, the transmitter/receiver unit 51 transmits "terminal status information" including each communication ID used as a search key in step S26 above and the operating status of each corresponding destination terminal to the initiating terminal (store terminal 1) via the communication network 100 (S34).

Next, the storage/readout processing unit 19 of the initiating terminal (store terminal 1) sequentially stores the terminal status information received from the communication management device 5 in the storage unit 1000 (S35). Thus, by receiving the status information of each of the above terminals, the initiating terminal (store terminal 1) can obtain the current operating status of each of the presenter terminals 9 and other terminals that are potential destinations that can communicate with the initiating terminal (store terminal 1).

Next, the display control unit 14 of the login request terminal (store terminal 1) creates a destination list that reflects the status of the terminal as a destination candidate based on the destination list information stored in the storage unit 1000 and the terminal status information (S36). This destination list is later displayed on the store terminal 1 as shown in FIG. 23 (C).

Meanwhile, the storage/read processing unit 59 of the communication management device 5 searches the destination list management table (see FIG. 8(A)) based on the communication ID of the login request terminal (store terminal 1) to extract the communication IDs of other terminals that have registered the communication ID of the login request terminal (store terminal 1) as a destination candidate (S37).

Next, the storage/read processing unit 59 of the communication management device 5 searches the terminal status management table (see FIG. 7(B)) based on the communication ID of the login request terminal (store terminal 1) and obtains the operating status of the login request terminal (store terminal 1) (S38).

Then, the transmitting/receiving unit 51 transmits "terminal status information" including the communication ID and operating status of the login request terminal (store terminal 1) acquired in step S38 to the terminals related to the communication IDs extracted in step S37 and having an operating status of "Online" in the terminal status management table (see FIG. 7(B)) (S39). When the transmitting/receiving unit 51 transmits the terminal status information to the presenter terminal 9, it refers to the IP address of the communication terminal managed in the terminal status management table (see FIG. 7(B)) based on each communication ID. This makes it possible to transmit the communication ID and operating status of the login request terminal (store terminal 1) to each of the other destination terminals that can communicate with the login request terminal (store terminal 1) as a destination candidate. This makes it possible to display the status of the destination candidate (presenter terminal 9) as shown in FIG. 23(C) (S40).

<Processing for Determining the Operational Status of Presenter Terminals>
Next, a process in which the store terminal 1 determines the operating state of the explainer terminal group for each skill will be described with reference to FIG. 22. FIG. 22 is a flowchart showing the preparation process for a video call of the store terminal, and in particular, the process of determining the operating state of the explainer terminal group for each skill. The operating state of a skill group, "Online", indicates that at least one of the destination candidates of this skill group is in a presence [Online] that allows a call. The operating state of a skill group, "Chat", indicates that none of the destination candidates of this skill group are in the "Online" state, and at least one destination candidate of the presence "Chat" that is in a call is included. Furthermore, the operating state of a skill group, "Offline", indicates that all of the destination candidates of this skill group are in the "Offline" state. An example of the process of determining the operating state of a skill group will be described below.

In step S34 of FIG. 21, the store terminal 1's storage/read processing unit 19 acquires the information recorded in the updated record each time the operating status of the destination management table is updated (S51). The acquired information includes the communication ID of the presenter terminal 9ug11, the operating status indicating the latest status of the presenter terminal 9ug11 that is a destination candidate, and the skill name indicating the skill of the presenter who uses the presenter terminal 9ug11 that is a destination candidate.

The storage/readout processing unit 19 of the store terminal 1 updates each record in the skill group management DB 1002 that includes the skill name acquired in step S51. That is, if the acquired skill name is "Specialty 1, Specialty 2", the storage/readout processing unit 19 updates each record in the skill group management DB 1002 that includes the skill name "Specialty 1, Specialty 2".

As an example, the following describes the process when operation status information (operation status "Online", skill name (Specialty 1, Specialty 2), communication ID "01ba") is sent from the presenter terminal 9ug11 to the store terminal 1 and this information is acquired in step S51 (S52; Online).

First, the process of updating the record in which the skill name "Specialty 1" is recorded in the table of the skill group management DB 1002 in the loop processing will be described. The storage and read processing unit 19 of the store terminal 1 references the field of the communication ID that can be used for calls in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002 (see (B) of Figure 6). As a result, the judgment unit 15 judges whether the communication ID "01ba" obtained in step S51 is included in the field of the communication ID that can be used for calls (S53).

If it is determined that the communication ID "01ba" acquired in step S51 is not included in the call-enabled field in the skill group management DB 1002 (S53; NO), the storage/read processing unit 19 adds the acquired communication ID "01ba" to the call-enabled field (S54).

When the processing of step S54 is completed, or when the answer is YES in step S53, the storage/read processing unit 19 of the store terminal 1 refers to the in-call field of the record in the skill group management DB 1002 (see FIG. 6B) in which the skill name "Specialty 1" is recorded. This causes the judgment unit 15 to judge whether the in-call field contains the communication ID "01ba" obtained in step S51 (S55).

If it is determined that the communication ID "01ba" acquired in step S51 is included in the in-call field in the skill group management DB 1002 (S55; YES), the storage/read processing unit 19 deletes the acquired communication ID from the in-call field (S56). Through the processing up to this point, the communication ID of the presenter terminal 9ug11 is recorded only in the available-for-call field in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002, regardless of whether the operating state of the presenter terminal 9ug11 transitions from "Chat" to "Online" or from "Offline" to "Online."

When the processing of step S56 is completed, or when the answer is NO in step S55, the storage/readout processing unit 19 of the store terminal 1 refers to the operating status of the group in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002 (see (B) of FIG. 6). As a result, the judgment unit 15 judges whether the operating status of the group is "Online" (S57).

If it is determined that the operating status of the group in the record in which the skill name "Specialty 1" is recorded is not "Online" (S57; NO), the storage/readout processing unit 19 updates this operating status to "Online" (S58). As a result, when the display control unit 14 displays the screen shown in FIG. 23(A), it performs a normal display that clearly looks like "Cruise", for example. On the other hand, if it is determined that the operating status of the group in the record in which the skill name "Specialty 1" is recorded is "Online" (S57; YES), the storage/readout processing unit 19 does not update the operating status of the group in the record in which the skill name "Specialty 1" is recorded. With the processing up to this point, the operating status of the group in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002 becomes "Online".

In step S51, the skill names "Specialty 1, Specialty 2" are acquired, so the storage/read processing unit 19 similarly updates each record in the skill group management DB 1002 in which the skill name "Specialty 2" is recorded in the loop processing.

Next, the operating status information (operating status "Chat", skill name (Specialty 1, Specialty 2), communication ID "01ba") is sent from the presenter terminal 9ug11 to the store terminal 1, and the processing when this operating status information is acquired in step S51 will be described (S52; Chat).

First, the process of updating the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002 in the loop process will be described. The storage/read processing unit 19 of the shop terminal 1 references the "call possible" field in the record in which the skill name "Specialty 1" is recorded in the table of the skill group management DB 1002. As a result, the determination unit 15 determines whether the communication ID "01ba" obtained in step S51 is included in the "call possible" field (S63).
If it is determined that the communication ID "01ba" acquired in step S51 is included in the call-enabled field in the skill group management DB 1002 (S63; YES), the storage/read processing unit 19 deletes the acquired communication ID "01ba" from the call-enabled field (S64).

When the processing of step S64 is completed, or when the answer is NO in step S63, the storage/readout processing unit 19 of the store terminal 1 refers to the in-call field of the record in the skill group management DB 1002 in which the skill name "Specialty 1" is recorded. As a result, the judgment unit 15 judges whether the in-call field contains the communication ID "01ba" obtained in step S51 (S65).

If it is determined that the communication ID "01ba" acquired in step S51 is not included in the in-call field in the skill group management DB 1002 (S65; NO), the storage/read processing unit 19 adds the acquired communication ID "01ba" to the in-call field (S66). As a result of the processing up to this point, the communication ID of the presenter terminal 9ug11 is recorded only in the in-call field in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002.

When the processing of step S66 is completed, or when the answer is YES in step S65, the memory/read processing unit 19 of the store terminal 1 refers to the call possible field in the record in which the skill name "Specialty 1" is recorded in the skill group management DB 1002. As a result, the memory/read processing unit 19 determines whether the number of communication IDs recorded in the call possible field in the record in which the skill name "Specialty 1" is recorded is 0 (zero) (S67).

If the number of communication IDs recorded in the call-enabled field in the record in which the skill name "Specialty 1" is recorded is 0 (zero) (S67; YES), the storage/readout processing unit 19 updates the operating status of the group in the record in which the skill name "Specialty 1" is recorded to "Chat" (S68). As a result, when displaying the screen shown in FIG. 23(A), the display control unit 14 performs a semi-transparent display, for example, like "Wedding". On the other hand, if the number of communication IDs recorded in the call-enabled field in the record in which the skill name "Specialty 1" is recorded is not 0 (zero) (S67; NO), the storage/readout processing unit 19 does not update the operating status of the group in the record in which the skill name "Specialty 1" is recorded. In other words, if a communication ID is recorded in the call-enabled field in the record in which the skill name "Specialty 1" is recorded, the corresponding operating status remains "Online" and is not updated.

In step S51, the skill names "Specialty 1, Specialty 2" are acquired, so the storage/read processing unit 19 similarly updates each record in the skill group management DB 1002 in which the skill name "Specialty 2" is recorded in the loop processing.

Next, we will explain the case where operation status information (operation status "Offline", skill names "Specialty 3, Specialty 4", communication ID "01ca") is sent from the presenter terminal 9ug21 to the store terminal 1, and this operation status information is acquired in step S51 (S52; Offline).

First, the process of updating the record in the skill group management DB 1002 in which the skill name "Specialty 3" is recorded in the loop process will be described. The storage/read processing unit 19 of the store terminal 1 references the "call allowed" field in the record in which the skill name "Specialty 3" is recorded in the table of the skill group management DB 1002. As a result, the judgment unit 15 judges whether the "call allowed" field contains the communication ID "01ca" obtained in step S51 (S73).

If it is determined that the communication ID "01ca" acquired in step S51 is included in the call-enabled field in the skill group management DB 1002 (S63; YES), the storage/read processing unit 19 deletes the acquired communication ID "01ca" from the call-enabled field (S74).

When the processing of step S74 is completed, or when the answer is NO in step S73, the storage/readout processing unit 19 of the store terminal 1 refers to the in-call field of the record in which the skill name "Specialty 3" is recorded in the table of the skill group management DB 1002. As a result, the judgment unit 15 judges whether the in-call field contains the communication ID "01ca" obtained in step S51 (S75).

If it is determined that the communication ID "01ca" acquired in step S51 is included in the in-call field in the skill group management DB 1002 (S75; YES), the storage/read processing unit 19 deletes the acquired communication ID "01ca" from the in-call field (S76). Through the processing up to this point, the communication ID of the presenter terminal 9ug21 is deleted from the record in the skill group management DB 1002 in which the skill name "Specialty 3" is recorded.

When the processing of step S76 is completed, or when the answer is NO in step S75, the storage/readout processing unit 19 of the store terminal 1 refers to the fields "able to talk" and "in a call" in the record in which the skill name "Specialty 3" is recorded in the skill group management DB 1002. As a result, the storage/readout processing unit 19 determines whether conditions IF1 and IF2 are met (S77). Condition IF1 is when the number of communication IDs recorded in the "able to talk" field in the record in which the skill name "Specialty 1" is recorded is 0 (zero), and the number of communication IDs recorded in the "in a call" field is not 0 (zero). Condition IF2 is when the number of communication IDs recorded in the "able to talk" field in the record in which the skill name "Specialty 3" is recorded is 0 (zero), and the number of communication IDs recorded in the "in a call" field is 0 (zero).

If the number of communication IDs recorded in the call available field in the record in which the skill name "Specialty 3" is recorded is 0 (zero) and the number of communication IDs recorded in the call in progress field is not 0 (zero) (S77; IF1), the storage/readout processing unit 19 updates the operating status of the group in the record in which the skill name "Specialty 3" is recorded in the skill group management DB 1002 to "Chat" (S78). If the number of communication IDs recorded in the call available field in the record in which the skill name "Specialty 3" is recorded is 0 (zero) and the number of communication IDs recorded in the call in progress field is 0 (zero) (S77; IF2), the storage/readout processing unit 19 updates the operating status of the group in the record in which the skill name "Specialty 3" is recorded in the skill group management DB 1002 to "Offline" (S79). As a result, when the display control unit 14 displays the screen shown in FIG. 23 (A), it performs a semi-transparent display such as "Wedding". On the other hand, if neither IF1 nor IF2 applies in step S77 (S77; NO), the storage/readout processing unit 19 does not update the operating status of the group in the record in which the skill name "Specialty 3" is recorded, leaving it as "Online."

In step S51, the skill names "Specialty 3, Specialty 4" are acquired, so the storage/read processing unit 19, in a loop process, similarly updates each record in the skill group management DB 1002 in which the skill name "Specialty 4" is recorded.

<Video communication start process>
Next, a process for starting video communication for remote customer service will be described with reference to Fig. 23 and Fig. 24. Fig. 23 is a diagram showing a screen displayed on a store terminal. Fig. 24 is a sequence diagram showing a process for starting video communication.

In the store terminal 1, the display control unit 14 displays one of the screens shown in Figures 23 (A) to 23 (D) on the display 106 of the store terminal 1, and the reception unit 12 receives a selection of a skill group or a nomination of a presenter from the customer (S82).

Specifically, the storage/readout processing unit 19 acquires each skill name stored in the table of the skill group management DB 1002 (see FIG. 6(B)) and a set of the operating status of the skill group corresponding to this skill name. As a result, the display control unit 14 displays the skill selection screen shown in FIG. 23(A) on the display 106 of the store terminal 1.

On the right side of the skill selection screen, skill display buttons (cruise, wedding, etc.) for selecting a skill and a presenter list display button for displaying a list of all presenters are displayed. Here, the "cruise" skill display button is normally displayed and can be selected by the customer. In contrast, the "wedding" skill display button is displayed semi-transparently and cannot be selected by the customer. For example, when a customer selects the "cruise" skill display button, the reception unit 12 accepts the selection, and the display control unit 14 displays a confirmation screen shown in FIG. 23(B) on the display 106. When the customer presses the "OK" button, the reception unit 12 accepts the press, and the transmission/reception unit 11 transmits connection request information indicating a connection request for a communication session for a video call to the desired presenter terminal 9 via the communication management device 5 (see S84-1 and S85-1 described later).

On the other hand, when the customer presses the explainer list display button on the skill selection screen shown in FIG. 23(A), the reception unit 12 accepts the press, and the display control unit 14 displays a list of explainer destinations on the display 106 as shown in FIG. 23(C) based on the explainer name, the operating status of the explainer terminal, and the skill name stored in the table of the explainer management DB 1001 (see FIG. 6(A)). Here, the customer selects the name of the explainer who uses the desired explainer terminal from among the explainer terminals that can be called, and presses the "OK" button. The reception unit 12 accepts the designation of the explainer, and the display control unit 14 displays the confirmation screen shown in FIG. 23(D) on the display 106. Then, when the customer presses the "OK" button, the reception unit 12 accepts the press, and the transmission/reception unit 11 transmits a request to start a video call to the designated explainer terminal 9 via the communication management device 5 (see S90, FIG. 25, described later).

Next, in the store terminal 1, when the customer selects a desired skill group (for example, an organization that can explain about cruises) on the skill selection screen in FIG. 23 (A), the judgment unit 15 judges whether to send a request to start a video call to a presenter terminal that is online (capable of calling) in a specific skill group (for example, cruise) of the unmanned store priority response organization UG1, or to send a request to start a video call to a presenter terminal that is online (capable of calling) in the same specific skill group (for example, cruise) of the manned store priority response organization MG1 (S83). In this case, the store terminal 1 makes a judgment based on the subgroup name to which the account ID of the terminal belongs in the subgroup management table (see FIG. 11 (B)) in the service information received in the above step S19. If the terminal (store terminal 1) belongs to an unmanned store, the judgment unit 15 determines the destination of the start request to be a specific skill group of the unmanned store priority response organization UG1. On the other hand, if the terminal (store terminal 1) belongs to a staffed store, the judgment unit 15 determines the destination of the start request to be a specific skill group of the staffed store priority response organization MG1.

Next, in FIG. 1, when the store terminal 1 is a store terminal 1c2 installed in an unmanned store US, a request to start a video call is sent (for the first time) to the presenter terminals 9ug11 and 9ug12 that are online (available for calls) in the organization SR21 responsible for skill SK1 in the unmanned store priority response organization UG1.

First, the transmitter/receiver 11 of the store terminal 1c2 simultaneously transmits connection request information indicating a connection request for a communication session for a video call for the first time (S84-1) as a preliminary step to a request to start a video call (see S101 in FIG. 25). This connection request information includes the communication IDs read out in step S83 that have a corresponding operating status of "Online", the communication ID of the store terminal 1c2 that originated the start request, and the skill name indicating the skill selected in step S82.

Next, when the transmitter/receiver unit 51 of the communication management device 5 receives the connection request information transmitted by the store terminal 1c2, it transmits this connection request information to the presenter terminal 9ug11 identified by the communication ID contained in the received connection request information (S84-2).

If the operation status is updated in step S34 (see FIG. 21) between when the store terminal 1c2 sends the connection request information and when it receives a response, the store terminal 1c2 repeats the processes of steps S82 and S83. As a result, when the operation status of the presenter terminal 9 is updated to "Online" and a communication ID is extracted as a communication ID whose corresponding operation status is "Online", the transmitter/receiver 11 of the store terminal 1c2 sends connection request information including the communication ID to the communication management device 5 (S85-1). Note that the connection request information sent here also includes the skill name indicating the skill selected in step S82 and the communication ID of its own terminal.

When the transmitter/receiver unit 51 of the communication management device 5 receives the connection request information transmitted by the store terminal 1, it transmits this connection request information to the presenter terminal 9ug12 identified by the communication ID contained in the received connection request information (S85-2).

The transmitter/receiver 91 of each presenter terminal 9ug11, 9ug12 receives connection request information transmitted from the store terminal 1c2 via the communication management device 5. When this connection request information is received, the display controller 94 of each presenter terminal 9ug11, 9ug12 displays on the display 104 of each presenter terminal 9ug11, 9ug12 a message including request source information corresponding to the communication ID included in the connection request information and a skill name (skill information) corresponding to the skill name included in the call start request. By indicating the skill in the message, the presenter of each presenter terminal 9ug11, 9ug12 can know in advance what kind of travel product the customer wants.

Next, when each presenter ug11, ug12 performs an operation input for allowing a response at each presenter terminal 9ug11, 9ug12, the reception unit 92 of each presenter terminal 9ug11, 9ug12 accepts the operation input for allowing a response (S86-1, S86-2). When the operation input for allowing a response is accepted, the transmission/reception unit 91 of each presenter terminal 9ug11, 9ug12 transmits response information indicating that the connection is possible to the communication management device 5 (S87-1, S87-2). This response information includes the communication ID of the sender (store terminal 1c2) and the communication ID of the terminal itself (9ug11, 9ug12). As a result, the transmission/reception unit 51 of the communication management device 5 receives the response information transmitted by each presenter terminal 9ug11, 9ug12. The above process is an example, and the transmitter/receiver unit 91 of each presenter terminal 9ug11, 9ug12 may automatically transmit response information to the store terminal 1c2 in response to the connection request when it receives connection request information from the store terminal 1c2. Also, when the transmitter/receiver unit 11 of each presenter terminal 9ug11, 9ug12 receives multiple connection request information from multiple store terminals 1, it may transmit response information to the store terminal 1 that sent the first connection request information.

Next, the transmitter/receiver 51 of the communication management device 5 transmits the received response information to the store terminal 1c2 identified by the communication ID included in the response information (S87-2, S88-2).

When the transmitter/receiver unit 11 of the store terminal 1c2 receives multiple pieces of response information, the determination unit 15 determines the presenter terminal 9 that transmitted the earliest response information (S89). In the following, in this embodiment, a case where the presenter terminal 9ug11 responds first will be described.

The transmission/reception unit 51 of the communication management device 5 performs control to establish a communication session for transmitting image data and sound data content data between the presenter terminal 9ug11 and the store terminal 1 specified by the communication ID "communication ID of the store terminal, communication ID of the presenter" included in the communication establishment request via the relay device 30 to perform a video call (S90). This step S90 will be described in detail later with reference to FIG. 25. Note that the communication session is not limited to the above, and may be a session for directly transmitting content data between the presenter terminal 9ug11 and the store terminal 1c2 via the communication network 100. When communication between the store terminal 1c2 and the presenter terminal 9ug11 is established, each store terminal 1c2 and the presenter terminal 9ug11 transmits image data of an image captured at the terminal and sound data collected at the terminal to the other terminal via the relay device 3. This allows a video call to be started between the customer and the presenter, as shown in FIG. 2.

When communication is established in step S90, the transmitter/receiver unit 91 of the presenter terminal 9ug11 transmits status information including the operating status "Chat", the skill name "Specialty 1", and the communication ID of the presenter terminal 9ug11 to the communication management device 5.

When communication is established in step S90, the transmitter/receiver 11 of the store terminal 1c2 transmits cancellation information to the communication management device 5 to cancel the call start request for the sender of the response other than the sender of the first received response (S91-1). The cancellation information includes the communication ID of the terminal itself (store terminal 1c2) and the communication ID of the presenter terminal 9 (presenter terminal 9ug12 in this case) that is the sender of the response other than the sender of the first received response.

When the transmission/reception unit 51 of the communication management device 5 receives the cancellation information, it transmits the cancellation information to the presenter terminal 9ug12 specified by the communication ID included in the cancellation information (S91-2). The transmission/reception unit 11 of the presenter terminal 9ug12 receives the cancellation information transmitted by the communication management device 5. This allows the presenter terminal 9ug12 to understand that it is no longer necessary to respond to the call start request from the store terminal 1. <Communication establishment control process>
Next, the process of the communication establishment control in Fig. 24 (see S90) will be described in detail with reference to Fig. 25. Fig. 25 is a sequence diagram showing the detailed process of the communication establishment control.

First, the store terminal 1c2 transmits start request information indicating a request to start video communication to the communication management device 5 (S101). This start request information includes the communication ID of the start terminal (here, the store terminal 1c2) and the communication ID of the presenter ug11 of the destination terminal (here, the guide terminal 9ug11). As a result, the communication management device 5 receives the start request information.

Next, in the communication management device 5, the selection unit 53 selects the nearest relay device based on the IP addresses of the start terminal and the destination terminal (S102). The IP addresses of each terminal are managed in a terminal management table, and the IP addresses of each relay device are stored in advance in the storage unit 5000. Next, the creation unit 54 creates communication information including the IP address of the relay device and the above-mentioned communication ID (S103). Then, the storage/read processing unit 59 manages the communication information by storing the communication ID and the IP address of the relay device, which are the contents of the communication information, and the communication IDs of the presenters of the start terminal and the destination terminal received in step S101 in the communication information management DB 5005 (see FIG. 8 (C)), in association with each other. After that, the transmission/reception unit 51 transmits start request information to the destination terminal (here, the guide terminal 9ug11) (S105). This start request information includes the communication information in addition to the communication IDs sent from the start terminal in the above step S101. As a result, the transmission/reception unit 91a of the destination terminal receives the start request information.

Next, at the destination terminal, the judgment unit 95 of the presenter terminal 9ug11 judges whether the communication ID of the starting terminal (store terminal 1c2) received in step S105 is the same as the communication ID of the store terminal 1c2 already received in the processing of step S84-2 in FIG. 24 (S106). In this case, since they are basically the same, the transmission/reception unit 91a transmits response possible information to the communication management device 5 (S107). The response possible information in this case indicates that a response is possible, and includes the communication ID of the starting terminal. As a result, the transmission/reception unit 51 of the communication management device 5 receives the response possible information.

Next, the storage/read processing unit 59 of the communication management device 5 searches the communication information management DB 5005 using the communication ID of the starting terminal received in step S107 as a search key to read out the corresponding communication information (communication ID, relay device IP address) (S108). The transmission/reception unit 51 then transmits response possible information to the starting terminal. The response possible information in this case includes the communication information read out in step S108. As a result, the transmission/reception unit 11 of the starting terminal receives the response possible information.

Next, the transmission/reception unit 91 of the destination terminal transmits establishment request information indicating a request to establish a mutual communication session to the IP address of the relay device included in the communication information received in step S105 (S110). This establishment request information includes the communication ID of the starting terminal and the communication ID of the presenter of the destination terminal. The IP address of the destination terminal, which is the sender, is also transmitted. Meanwhile, the transmission/reception unit 11 of the starting terminal transmits establishment request information indicating a request to establish a mutual communication session to the IP address of the relay device included in the communication information received in step S109 (S111). This establishment request information includes the communication ID of the starting terminal and the communication ID of the presenter of the destination terminal. The IP address of the starting terminal, which is the sender, is also transmitted. As a result, a communication session for mutual communication of images and sounds is established between the relay device 3 and the starting terminal (S112-1), and a communication session for mutual communication of images and sounds is established between the relay device 3 and the destination terminal (S112-2).

Next, the transmitting/receiving unit 11 of the initiating terminal transmits status information of its own terminal (initiating terminal) to the communication management device 5 (S113-1). This status information includes the communication ID of the initiating terminal and operation status information (here, "In communication"). As a result, the transmitting/receiving unit 51 of the communication management device 5 receives the status information of the initiating terminal. Meanwhile, the transmitting/receiving unit 91 of the destination terminal transmits status information of its own terminal (destination terminal) to the communication management device 5 (S113-2). This status information includes the communication ID of the destination terminal and operation status information (here, "Chat (In communication)"). As a result, the transmitting/receiving unit 51 of the communication management device 5 receives the status information of the destination terminal. In this way, each terminal notifies the communication management device 5 of its own operation status. Then, in the communication management device 5, the storage/read processing unit 59 changes the operating status associated with the communication ID of the initiating terminal to "Chat (communicating)" in the terminal management table (see FIG. 10), and also changes the operating status associated with the communication ID of the destination terminal to "Chat (communicating)" (S114). As a result, the initiating terminal (store terminal 1c2) and the destination terminal (presenter terminal 9ug11) can make a video call through mutual communication, as shown in FIG. 2. This is the process when a skill group such as "Cruise" is selected in FIG. 23 (A) in step S82.

<Request to start a video call when a presenter is designated>
Next, a process of starting a video call in step S82 when a presenter is designated in Fig. 23C will be described. In this case, in Fig. 24, only the process of step S90 is executed among the processes after step S84.

In addition, when a presenter is designated, the processes of steps S84-2 and S85-2 in FIG. 24 are not performed, and therefore in step S106 in FIG. 25, the display control unit 94 displays the communication ID of the starting terminal, thereby allowing the designated presenter to manually select whether or not to respond. Then, when the designated presenter selects whether or not to respond, the reception unit 92 receives the selection of whether or not to respond.

Then, in steps S107 and S109, response availability information is sent instead of response availability information. In this case, the communication ID of the initiating terminal is also included. The rest of the processing is the same as when a skill group is selected, so a description is omitted.

<Processing for changing the destination of a video call start request>
Next, referring to Fig. 26, a process of changing the destination of a video call start request when all presenter terminals do not respond to the start request in steps S86-1 and S86-2 in Fig. 24 will be described. Fig. 26 is a flowchart showing various processes for starting a call. Specifically, Fig. 26 is a flowchart showing three patterns of a start request after a skill group is selected, a change in the destination of the start request, and a start request when a presenter is designated.

The judgment made by the judgment unit 15 described below is based on the information managed in the presenter management DB 1001 and the skill group management DB 1002 of the memory unit 1000.

First, in the store terminal 1c2 of the unmanned store US, as a result of the processing of step S82 shown in FIG. 24, the judgment unit 15 judges whether a skill group is selected or a presenter is designated (S201). Then, in the case of the selection of a skill group (S201; skill), the judgment unit 15 judges whether there is a presenter terminal of an unmanned store priority compatible organization that is online (capable of calling) for the accepted skill group in the same area E1 (S202). Then, if there is a presenter terminal of an unmanned store priority compatible organization that is online (capable of calling) (S202; YES), the transmission/reception unit 11 of the store terminal 1c2 transmits connection request information indicating a connection request for a communication session for a video call to each presenter terminal of the unmanned store priority compatible organization that is online (capable of calling) at the same time as the first time, as a preliminary step to a request to start a video call (see S101 in FIG. 25) (S203). The processing of this step S203 corresponds to the processing of steps S84-1 and S85-1 in FIG. 24.

Next, after the processing of steps S84-1 and S85-1, the judgment unit 15 judges whether or not response information has been received from each of the presenter terminals 9ug11 and 9ug12 within a certain period of time (e.g., 30 seconds) (S87-2, S88-2) (S204). Then, if response information has been received within the certain period of time (S204; YES), the store terminal 1c2 performs communication establishment control with the presenter terminal that responded first (here, the presenter terminal 9ug11) (S205). The processing of this step S205 corresponds to the processing of steps S89 and S90 in FIG. 24. In this case, the processing of FIG. 26 ends.

On the other hand, if response information indicating a response that connection is not possible is received in step S202 (NO), or if response information indicating whether or not connection is possible is not received within a predetermined time (e.g., 30 seconds) after sending the connection request information in step S204 (NO), the transceiver unit 11 of the store terminal 1c2 changes the destination to each presenter terminal 9mg11, 9mg12 of the organization that is online (available for calls) and has priority for manned stores, and transmits the connection request information simultaneously for the second time (S206). Then, after processing steps S84-1 and S85-1 for the second time, the judgment unit 15 judges whether or not response information (S87-2, S88-2) has been received from each of the presenter terminals 9mg11 and 9mg12 within a predetermined time (S207). If response information is received within the predetermined time (S207; YES), in step S205, the store terminal 1c2 performs communication establishment control for the presenter terminal that responded first (here, the presenter terminal 9mg11). If no response information is received within the specified time (S207; NO), the display control unit 14 displays an error dialog on the display 106 of the terminal to the effect that there is no response (S208). Then, the process returns to step S201.

In the meantime, in the case where a presenter is designated in step S201 (S201; designation), the display control unit 14 displays the destination list of presenters shown in FIG. 23(C) on the display 106 of the terminal (S209). Then, the reception unit 12 receives the designation (selection) of a presenter from the customer c2 (S210). The processing of steps S209 and S210 corresponds to the processing of step S82 in FIG. 24.

As a result, the store terminal 1c2 executes the process of communication establishment control only for the designated presenter terminal (here, the presenter terminal 9ug11) (S211). The process of this step S211 corresponds to the process of step S90 in FIG. 24.

[Main Effects of the Present Embodiment]
As described above, according to this embodiment, even if a call start request (first time) is made from the store terminal US of the unmanned store to each presenter terminal 9ug11, 9ug12 of the organization SK12 in charge of the desired skill SK1 of the unmanned store priority organization UG1 and there is no response from any of the presenter terminals, a call start request (second time) can be made to each presenter terminal 9mg11, 9mg12 of the organization SR11 in charge of the same skill SK1 of the manned store priority organization MG1. This makes it possible to take advantage of the unmanned store's advantage of streamlining and streamlining store operations, install the presenter terminals 9ug11, 9ug12 that are unmanned store priority, reduce the number of customers leaving the unmanned store, and furthermore, even if the presenter terminals 9ug11, 9ug12 that are unmanned store priority cannot respond, a call start request can be made from the store terminal to the presenter terminals 9mg11, 9mg12 that are manned store priority, thereby further suppressing the loss of customers.

〔supplement〕
The store terminal 1 is an example of a communication terminal. The store terminal 1 includes not only a PC but also a smart watch, a game machine, a device dedicated to video calling, and the like.

1. Store terminal (an example of a communication terminal)
3 Relay device 4 Manager terminal 5 Communication management device 7 Service information management device 9 Explainer terminal 11 Transmitting/receiving unit (an example of a transmitting means, an example of a receiving means)
12 Reception unit (an example of a reception means)
13 Communication control unit 14 Display control unit (an example of a display control means)
15 Determination unit (an example of a determination means)
100 Communication Network

JP 2008-154059 A

Claims (12)

A communication terminal capable of communicating with an explainer terminal used by an explainer to explain to customers of a store via a communication network,
a determination means for determining whether to transmit first connection request information indicating a first connection request to a presenter terminal of a first subgroup which responds preferentially to a connection request from a communication terminal of an unmanned store, or to transmit the first connection request information to a presenter terminal of a second subgroup which responds preferentially to a connection request from a communication terminal of a manned store;
a transmission means for transmitting the first connection request information to the presenter terminal of the subgroup determined by the determination means to transmit the first connection request information;
a receiving means for receiving response information indicating whether or not a connection is possible from a presenter terminal of a subgroup to which the first connection request information is transmitted by the transmitting means ;
having
The determination means determines a subgroup to which a presenter terminal that transmits the first connection request information belongs, based on a subgroup name to which an account ID of the presenter terminal belongs;
A communication terminal characterized in that when the judgment means judges that the first connection request information should be sent to the presenter terminal of the first subgroup, and the receiving means receives response information indicating a response that connection is not possible from the presenter terminal of the first subgroup or does not receive response information indicating whether connection is possible or not within a predetermined time after sending the first connection request information, the transmitting means transmits second connection request information indicating a second connection request to the presenter terminal of the second subgroup . The communication terminal according to claim 1, characterized in that a first presenter using a presenter terminal of the first subgroup and a second presenter using a presenter terminal of the second subgroup have the same type of skills in terms of explanation. A communication terminal capable of communicating with a plurality of presenter terminals used by presenters who give explanations to customers of a store via a communication network,
a determination means for determining whether to transmit first connection request information indicating a first connection request to a plurality of presenter terminals of a first subgroup which respond preferentially to a connection request from a communication terminal of an unmanned store, or to transmit the first connection request information to a plurality of presenter terminals of a second subgroup which respond preferentially to a connection request from a communication terminal of a manned store;
a transmission means for transmitting the first connection request information to a plurality of presenter terminals of the subgroup determined by the determination means to transmit the first connection request information;
a receiving means for receiving response information indicating whether or not a connection is possible from a plurality of presenter terminals of a subgroup to which the first connection request information is transmitted by the transmitting means ;
having
The determination means determines a subgroup to which a presenter terminal that transmits the first connection request information belongs, based on a subgroup name to which an account ID of the presenter terminal belongs;
A communication terminal characterized in that when the judgment means judges that the first connection request information should be sent to the presenter terminal of the first subgroup, and the receiving means receives response information indicating a response that connection is not possible from each of the multiple presenter terminals of the first subgroup or does not receive response information indicating whether connection is possible or not within a predetermined time after sending the first connection request information, the transmitting means transmits second connection request information indicating a second connection request to the multiple presenter terminals of the second subgroup . 4. The communication terminal according to claim 3, wherein the transmission means transmits the first connection request information simultaneously to a plurality of presenter terminals in the first subgroup . The communication terminal according to claim 4, characterized in that the transmitting means transmits the first connection request information to a predetermined presenter terminal that is available for communication among the plurality of presenter terminals in the first subgroup . 4. The communication terminal according to claim 3, wherein the transmitting means transmits the second connection request information simultaneously to a plurality of presenter terminals in the second subgroup . The communication terminal according to claim 6, characterized in that the transmitting means transmits the second connection request information to a predetermined second presenter terminal that is capable of making a call among the multiple presenter terminals in the second subgroup . A communication terminal according to any one of claims 3 to 7, characterized in that each first presenter who uses each of the multiple presenter terminals in the first subgroup and each second presenter who uses each of the multiple presenter terminals in the second subgroup have the same type of skills in terms of explanation. A communication terminal according to any one of claims 3 to 8,
a reception means for receiving a designation of a specific presenter from among each of the first presenters using each of the multiple presenter terminals of the first subgroup and each of the second presenters using each of the multiple presenter terminals of the second subgroup ;
A communication terminal characterized in that, when the reception means accepts the nomination of a specific presenter, the transmission means transmits the first connection request information to a specific presenter terminal used by the specific presenter, regardless of the judgment of the judgment means . A communication terminal according to any one of claims 3 to 9;
A plurality of presenter terminals of the first subgroup ;
A plurality of presenter terminals of the second subgroup ;
A communication system comprising: A communication method executed by an explainer terminal used by an explainer to explain to customers of a store via a communication network and a communication terminal capable of communicating via the communication network, comprising:
The communication terminal includes:
a determination step of determining whether to transmit first connection request information indicating a first connection request to a presenter terminal of a first subgroup that responds preferentially to a connection request from a communication terminal of an unmanned store, or to transmit the first connection request information to a presenter terminal of a second subgroup that responds preferentially to a connection request from a communication terminal of a manned store;
a transmission step of transmitting the first connection request information to the presenter terminal of the subgroup determined to transmit the first connection request information in the determination step ;
a receiving step for receiving response information indicating whether or not the connection is possible from the presenter terminal of the subgroup to which the first connection request information is transmitted in the transmitting step ;
Run
The determining step determines a subgroup to which a presenter terminal that transmits the first connection request information belongs, based on a subgroup name to which an account ID of the presenter terminal belongs;
A communication method characterized in that, when the judgment step determines that the first connection request information should be sent to the presenter terminal of the first subgroup, and the receiving step receives response information indicating a response that connection is not possible from the presenter terminal of the first subgroup or does not receive response information indicating whether connection is possible or not within a predetermined time after sending the first connection request information, the transmitting step includes a process of transmitting second connection request information indicating a second connection request to the presenter terminal of the second subgroup . A program for causing a computer to execute the method according to claim 11.