JP2002261912A - Voice-recording/reproducing device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce a recording region when recording a call voice in a voice- recording/reproducing device. SOLUTION: The voice-recording/reproducing device comprises a first recording means for recording a communicated and inputted voice, a second recording means for recording index data related to a voice that is recorded at the first recording means, a setting means for setting a specific CTMF code recorded by the second recording means, a detection means for detecting the communicated and inputted DTMF code, a discrimination means for discriminating whether the DTMF code that is detected by the detection means is a specific DTMF code or not, and a control means for performing control for recording the DTMF code that was discriminated first after the call is started and the DTMF code that was discriminated at the end before call is completed at the second recording means.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an audio recording and reproducing apparatus for recording and reproducing audio transmitted and received via a communication line such as a telephone.

[0002]

2. Description of the Related Art An audio recording / reproducing apparatus which is connected to a plurality of telephone lines, records a voice signal of a call inputted from each telephone line as encoded audio data, reads out the recorded audio data and reproduces the recorded audio data. The voice for each call detected by the means for detecting the start and end of the call for each telephone line is recorded, and the time of the call and the identification (channel) of the line on which the call was made are indexed for each call voice. A voice recording / reproducing apparatus is used which records the data as data and searches and reproduces the recorded voice based on the index data.

In order to detect a busy period from the start to the end of a call on each telephone line, the signal level of the call voice input from the telephone line is determined in advance in a voice recording and reproducing apparatus by a predetermined threshold. There are means for determining that the telephone is busy when the value is exceeded, and means for determining that the telephone is busy based on the DC voltage of the telephone line which changes depending on whether the connected communication terminal (telephone) is on-hook or off-hook.

As described above, the audio recording / reproducing apparatus
It is possible to record a voice for each call by detecting busy and record a DTMF code obtained by decoding a DTMF (Dual Tone Multi-Frequency) signal included in each call as index data associated with the voice for each call. it can. The DTMF code during a call is, for example, a code input by an operator (operator) such as a call center from a line terminal as a staff code indicating the operator himself or a business process number assigned according to the type of call handling process. Is used. Further, the telephone number of the other party input when making a call is also a DTMF code, and can be recorded as index data. By recording the input of the operator's rep code, business process number, telephone number of the other party of the call, etc. as an index, only the call made by the specific operator, only the call of the specific business process, Alternatively, an operation of retrieving and reproducing a voice such as only a call of a specific destination can be performed.

[0005]

FIG. 6 is a block diagram showing the configuration of a general audio recording / reproducing system. Such a voice recording / reproducing system is used in a call center where a large number of operators respond to telephone calls. A call arriving via a communication line network such as a public telephone is called PBX (Private B
ranch eXchange) 601, multiple line terminals 604
a, 604b, and 604c. PB
The output line of X601 is also connected to the audio recording / reproducing device 602 in parallel, and the audio signal of the call is input to the audio recording / reproducing device 602 and recorded.

An audio recording / reproducing device 602 is a LAN (Local
Data processing terminals 603a, 60
3b, 603c, and the data processing terminal 603a,
The audio data recorded in the audio recording / reproducing device 602 can be searched and reproduced by one of the operations 603b and 603c.

At the call center, the line terminals 604a, 604
In the response (call) in b and 604c, each operator inputs a reception number. For example, when a plurality of inquiries are received during one call, each reception number is input from a line terminal or the like in order to manage the business for each inquiry.
Depending on the content of the call, the number of input of the reception number per call may increase considerably.

In order for the audio recording / reproducing apparatus to record these reception numbers as index data, the number of reception numbers to be recorded must be assumed in advance to secure a recording area. The usage efficiency becomes poor. Further, even if a necessary recording area can be sufficiently secured, the amount of index data recorded for each call data increases, and a search time after recording may be long. A problem to be solved by the present invention is to enable an audio recording / reproducing apparatus to record index data in a small recording area.

[0009]

According to a first aspect of the present invention, there is provided an audio recording / reproducing apparatus for recording and reproducing voice of a call inputted via a communication line. Call detection means for detecting the start and end of a call, first recording means for recording voice data input from the communication line, and index data related to the voice data recorded in the first recording means. Second recording means for recording, DTMF code setting means for setting a specific DTMF code among DTMF codes recorded in the second recording means, and DTMF code for detecting a DTMF code inputted from the communication line Detecting means, and the D signal detected by the DTMF code detecting means.
DTMF code discriminating means for discriminating whether or not the TMF code is the specific DTMF code, and after the call detecting means detects the start of the call, the DTMF code discriminating means first discriminates that the specific DTMF code is present. Recording a first DTMF code in the second recording means,
Control means for controlling the recording of the second DTMF code, which was last determined by the DTMF code determination means as a specific DTMF code before the call detection means detected the end of the call, in the second recording means; It is provided with.

According to a second aspect of the present invention, there is provided an audio recording / reproducing apparatus according to the first aspect, wherein the audio recording / reproducing apparatus retrieves audio data recorded in the first recording means. Operating means for inputting a code; search code determining means for determining whether a search code input by the operating means is the specific DTMF code;
DT matching the search code input by the operation means among the index data recorded in the recording means
A search unit for searching index data including an MF code; and a specific DTMF by the search code determination unit.
The search code determined to be a code is the first D
A search determining unit that determines whether the search code is within the range from the TMF code to the second DTMF code; the search unit determines the index data determined by the search determining unit to be within the range; The search is performed as index data including a DTMF code that matches the search code.

[0011]

FIG. 1 is a block diagram showing the configuration of an embodiment of the audio recording / reproducing apparatus of the present invention. The audio recording / reproducing apparatus shown in FIG. 1 is used as the audio recording / reproducing apparatus of the audio recording / reproducing system shown in FIG.

The signal input unit 1 includes a busy detection unit 101, a voice compression unit 102, and a DTMF (Dual tone Multi-Frequency) detection unit 103. The busy detection unit 101 determines whether the input voltage of the audio signal input from the communication line via the input terminal IN is equal to or higher than a voltage value preset in the busy detection unit 101, and starts a call. , End, and call duration
(Busy) and outputs a detection signal to the device control unit 201.

The audio compression section 102 performs a compression encoding process on an audio signal input from a communication line via an input terminal IN, and outputs it as compressed audio data. The audio data output from the audio compression unit 102 is recorded in the audio data recording area 501 of the recording / reproducing unit 5. The DTMF code detector 103 decodes a DTMF signal input from the communication line via the input terminal IN to detect a DTMF code, and outputs the detected DTMF code to the recording signal detector 2.
02 is output.

The control unit 2 includes a device control unit 201, a recording signal detection unit 202, and a search and comparison unit 203. The device control unit 201 operates the recording start button provided on the operation unit 3 so that the audio data input to the signal input unit 1 and compression-encoded by the audio compression unit 102 is transmitted to the recording / reproduction unit 5 by the operator. Control is performed so that the audio data is recorded in the audio data recording area 501. The device control unit 201 inputs the index data recorded in the index recording area 502 of the recording / reproducing unit 5 to the search / comparison unit 203 by operating the search button provided on the operation unit 3 by the operator.

The search / comparison unit 203 compares the DTMF code included in the input index data with the search code input from the operation unit 3 and outputs the result of the comparison to the device control unit 201. The device control unit 201 includes the search comparison unit 2
03, a signal indicating that the comparison result matches is input, a display indicating the index data including the DTMF code matching the search code is displayed on the display unit 6, and the audio data recording area unit is associated with the index data. The audio data recorded in the memory 501 is read out, and is controlled so as to be output to the audio output unit 4.

Upon receiving the call start detection signal from the busy detection unit 101, the device control unit 201 controls the recording / reproducing unit 5 to record voice data from the signal input unit 1 as a new call. The recording signal detection unit 202 outputs a DTMF code from the DTMF code detection unit 103 while the recording / reproduction unit 5 is recording.
When the MF code is output, it is determined whether or not the DTMF code is a reception number, and a determination result signal is transmitted to the device control unit 20.
Output to 1. When the conditions for determining the reception number are set, the operator performs the setting operation from the operation unit 3 so that the conditions for determining the reception number are stored in the device control unit 201. The recording signal detection unit 202 makes a determination based on the reception number determination condition stored in the device control unit 201.

When the reception number is detected, the device control unit 201 controls the detected reception number to be recorded in the index recording area unit 502 as index data associated with the audio data being recorded. At this time, among the detected reception numbers, the reception number detected first after the start of the call among the reception numbers detected is recorded as the first reception number, and before the end of the call, the reception number detected last is stored in the second reception number. Record as the receipt number.

The operation unit 3 includes operation buttons such as a recording start button, a recording stop button, a reproduction start button, a reproduction stop button, a search code input button, a search condition input button, and a search button. , Recording start or recording of index data, input of a search code, input of search conditions, start of search, and reproduction or stop of reproduction of voice data of the searched call. The operation unit 3 may be integrally provided in the audio recording / reproducing apparatus or may be connected as an external device, and can be implemented using either configuration.

The audio output section 4 includes an audio expansion section 401, an audio amplification section 402, and a speaker 403. Audio decompression unit 4
When the compressed audio data recorded in the audio data recording area 501 is reproduced, the audio data 01 is decompressed, converted into an analog audio signal, and output to the audio amplifier 402.

The audio amplifier 402 amplifies the input analog audio signal and outputs the audio to the outside via the speaker 403. The audio amplifying unit 402 and the speaker 403 may be integrally provided in the audio recording / reproducing apparatus or may be connected as an external device, and may be implemented using either configuration.

The recording / reproducing unit 5 includes a hard disk drive (HDD).
e) using a data recording / reproducing apparatus, and setting a recording area in the data recording / reproducing apparatus as a first recording / reproducing section, an audio data recording area section 501 for recording / reproducing audio data;
And an index recording area 502 for recording / reproducing index data, which is index information for retrieving audio data, as a recording / reproducing unit. The voice data and index data for each call are controlled by the control unit 2. Recording and playback.

The display unit 6 displays a search code, a search condition, a search result, and the like input by the operator using the operation buttons of the operation unit 3 under the control of the control unit 2. The display unit 6 may be provided as an integral part of the audio recording / reproducing device or may be connected as an external device.

FIG. 2 is a flowchart showing the operation of the recording process of the audio recording / reproducing apparatus of this embodiment. When the recording start button of the operation unit 3 is operated after turning on the power of the voice recording / reproducing apparatus, the voice recording / reproducing apparatus waits in a state where recording of voice data of a call can be started (S1), and detects the presence or absence of a call start (S2).

When a call is started at a certain line terminal connected to the voice recording / reproducing apparatus, the busy detection unit 101 detects the start of the call based on the input voltage of the voice signal (YES in S2),
The detection signal is output to the device control unit 201. Device control unit 2
When the detection signal is input, the voice compression unit 10 inputs the signal to the signal input unit 1 as a voice recording process for a new call.
The recording / reproducing unit 5 is controlled to start recording the audio data compressed in step 2 in the audio data recording area 501.
(S3). At this time, the device control unit 201 controls the recording / reproducing unit 5 to record the channel number at which recording has started, the call start time, and the like as index data in the index recording area unit 502 (S4).

If a DTMF code is detected by the DTMF code detection unit 103 during recording, the DTMF code is input to the recording signal detection unit 202 and it is determined whether the DTMF code is a reception number (S5). A signal input from the communication line via the input terminal IN is input as a DTMF signal when a reception number is input. This receipt number is person in charge code 2
Digit and serial number 2 assigned by the person in charge
Digit, ie, XXYY (where XX is the person in charge code, Y
Y is a serial number). The serial number YY is an integer of 0 or more.

The recording signal detector 202 receives the input DT
It is determined whether or not the MF code matches a format XXYY preset as a condition for determining the reception number in the device control unit 201. If they match, the DTMF code is determined to be a receipt number. If it is a reception number (YE in S5
S), it is determined whether the first reception number has been recorded (S6).

If the first reception number is not recorded (NO in S6), the device control unit 201 sets the detected reception number to the first reception number.
The recording / reproducing unit 5 is controlled so as to be recorded as index data in the index recording area 502 associated with the audio data being recorded (S7).

If the first reception number has been recorded (S6
YES), the device control unit 201 controls the recording / reproducing unit 5 to record the detected reception number as the second reception number as index data in the index recording area unit 502 associated with the audio data being recorded. (S8).

When no reception number is detected (NO in S5)
, The end of the call is detected without recording the reception number (S6 to S8) (S9). The processing from S5 to S8 is repeated until the end of the call is detected (YES in S9).

When detecting the end of the call based on the input voltage of the voice signal (YES in S9), busy detection section 101 outputs a detection signal to apparatus control section 201. Device control unit 201
Controls the recording / reproducing unit 5 to stop recording the audio data (S10). Subsequently, the device control unit 201 controls the recording / reproducing unit 5 to record the index data such as the call end time in the index recording area unit 502.
(S11), end (S12). As a result, audio data from when the start of the call is detected to when the end of the call is detected is recorded in the audio data recording area 501, and index data relating to the audio data is recorded in the index recording area 502.

FIG. 3 shows the structure of index data recorded by the audio recording / reproducing apparatus of this embodiment. The index data includes the channel number of the line where the call was recorded,
Each index data includes a management number, a call start time, a call end time, a first reception number, and a second reception number. Index data is created for each call data and recorded in the index recording area 502.

When the operator code assigned to a certain operator is 38, the operator inputs a serial number from the line terminal every time one business message is received during a call.
That is, every time one business request is received, 3801, 380
A reception number of 2,..., 38yy is input.

When the operator starts talking, index data is newly created. In the index data at this time, the management number and the call start time are recorded, and the first reception number and the second reception number are not yet recorded. The configuration shown in the lower part of FIG. 3A. . That is, the channel number = 1, the management number = seq d, the call start time = 11: 49 are recorded, the call end time, the first reception number, and the second reception number are not recorded, and the data is NULL.
= 0.

Thereafter, when the operator accepts the request and inputs 3803 as the receipt number, the device control unit 201
Records the input 3803 as the first reception number in the index data, and stores the index data in FIG.
The configuration shown in FIG. When the operator accepts another request and inputs 3804 as a reception number during the same call, the device control unit 201 determines that the first reception number has been recorded, and then inputs the 3804. Is recorded in the index data as the second reception number, and the index data has the configuration shown in FIG.

Further, if the operator accepts another message during the same call, the operator inputs a receipt number every time the operator accepts the message. Is overwritten on the already recorded second reception number and is recorded in the index data. For example, if another message is received after the aforementioned 3804 message and 3805 is input as a reception number,
The index data has the configuration shown in FIG. Further, when the operator accepts a plurality of messages, inputs 3807 as the last reception number, and ends the call at 11:55, the index data becomes as shown in FIG.
The first reception number is 3803, and the second reception number is 3807
Configuration.

FIG. 4 is a flowchart showing the operation of the search processing of the audio recording / reproducing apparatus of this embodiment. With the power of the audio recording / reproducing apparatus turned on, the audio recording / reproducing apparatus is in a state of waiting for a search operation of the operation unit 3 (SS1), and the DTMF code of a certain reception number is input by the operation unit 3 as a search code. Operation to start search
(YES in SS2), after determining that the input search code is in the form of a reception number, device control section 201 controls index recording area section 502 to store the index recorded in index recording area section 502. From the data, the DTMF codes of the first and second reception numbers of the call recorded first are read out, and the search and comparison unit 20 is read.
3 (SS3).

When the input data has the first reception number n1 (YES in SS4) and the second data also has the second reception number n2 (YES in SS5), the search / comparison unit 203 compares the first reception number with the first reception number. The continuity of the second reception number is determined. Here, the person-in-charge code XX, which is the unique data of the first reception number n1 and the second reception number n2, matches (YES in SS6), and the continuous data of the first reception number n1 and the second reception number n2. Are compared, and if the first reception number n1 is smaller than the second reception number n2 (YES in SS7), it is determined that there is continuity (SS
8).

If the input data does not have the first reception number (NO in SS4), if there is the first reception number but not the second reception number (NO in SS5), the first reception number The continuity of the first and second reception numbers is determined and the clerk codes of the first and second reception numbers do not match (NO in SS6), or the serial numbers of the first and second reception numbers are compared. First
If the reception number is equal to or larger than the second reception number (NO in SS7), it is determined that there is no continuity (SS11).

When the search comparing section 203 determines that the first and second reception numbers are continuous (SS8), the search code is equal to or more than the first reception number n1 and equal to or less than the second reception number n2. Is determined (SS9), if it is not less than the first reception number n1 and not more than the second reception number n2 (YES in SS9),
It is determined that it matches the search code (SS10), and a signal indicating that the comparison result matches is output to the device control unit 201. If the search code is less than the first reception number n1 or exceeds the second reception number n2 (NO in SS9), it is determined that the search code does not match (SS13), and a signal whose comparison result does not match is output. Output to the device control unit 201.

When the search comparison unit 203 determines that the first and second reception numbers are not continuous (SS11), the search code matches the first reception number n1 or the second reception number n2. Is determined (SS12), and if it matches the first reception number n1 or the second reception number n2 (YES in SS12), it is determined that it matches the search code (SS10), and a signal indicating that the comparison result matches is transmitted to the device. Output to the control unit 201. If the search code does not match the first reception number n1 or the second reception number n2 (S
(NO in S12), it is determined that they do not match the search code (S12).
S13), a signal whose comparison result is not matched is transmitted to the device control unit 201.
Output to

Subsequently, if there is index data for the next call (YES in SS14), a series of processes after the acquisition of index data (SS2) is repeated for the next call data, so that the index recording area is obtained. A search can be performed for all call data recorded in the section. If there is no index data for the next call (NO in SS14), the process ends (SS15).

A specific example of the search performed by the audio recording / reproducing apparatus of this embodiment will be described with reference to FIG. FIG. 5 is a diagram illustrating index data when the reception number is searched by the audio recording / reproducing apparatus of the present embodiment. FIG. 5A is a diagram showing an example of index data recorded in the index data recording area. It is assumed that a search is performed on the index data with a search code of reception number = 3803. FIG. 5B shows the determination result of continuity and coincidence in the case of performing a search.

In the call data with the management number = seq a, only the first reception number is recorded and the second reception number is not recorded, so it is determined that there is no continuity, and the recorded first reception number 3801 and search code 3803 are compared, and it is determined that they do not match.

In the call data of the management number = seq b, only the first reception number is recorded and the second reception number is not recorded, so that it is determined that there is no continuity, and the recorded first reception number is recorded. 3301 and the search code 3803 are compared to determine that they do not match.

In the call data of the management number = seq c, the first reception number and the second reception number are recorded and the first reception number and the second reception number are recorded.
Is smaller than the second reception number, it is determined that there is continuity. However, since the search code 3803 exceeds the second reception number 2904, it is determined that they do not match.

In the call data of the management number = seq d, the first reception number and the second reception number are recorded.
Is smaller than the second reception number, it is determined that there is continuity, and the search code 3803 is set to the first reception number 38.
Since it is not less than 02 and not more than the second reception number 3806, it is determined that they match.

In the call data of the management number = seq e, the first reception number and the second reception number are recorded. However, since the first reception number 3603 exceeds the second reception number 3071, continuity is maintained. It was determined that there was none, and the first reception hall number 3603
Both the search code 380 and the second reception number 3071
3 does not match, so it is determined to be mismatching.

In the call data of the management number = seq f, the first reception number and the second reception number are recorded, and the first reception number and the second reception number are recorded.
Is smaller than the second reception number 0904, it is determined that there is continuity.
Exceeds the second reception area number 0904, it is determined that they do not match.

When there is index data of a call including a DTMF code that matches the search code as a result of the search, when the operation is performed by the operation unit 3, the device control unit 201 controls the recording and reproduction unit 5. Then, the management number of the index data of the searched call is read from the index recording area 502, and the recording / reproducing section 5 is controlled based on the management number to output the corresponding audio data from the audio data recording area 501 as audio. Output to section 4. The audio data is output via an audio expansion unit 401, an audio amplification unit 402, and a speaker 403.

According to the audio recording / reproducing apparatus of this embodiment, each time audio is recorded, a plurality of DTMF codes are recorded using only the first and last DTMF codes, thereby reducing the recording amount of index data. Can be. Therefore,
When three or more DTMF codes are recorded, index data can be recorded in a small recording area.

[0051]

According to the audio recording / reproducing apparatus of the present invention, recording can be performed in a small recording area. ADVANTAGE OF THE INVENTION According to the audio | voice recording / reproducing apparatus of this invention, the required search time can be shortened.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of an embodiment of an audio recording / reproducing apparatus according to the present invention.

FIG. 2 is a flowchart showing an operation of a recording process of the audio recording / reproducing apparatus of the embodiment.

FIG. 3 is a diagram showing a configuration of index data recorded by the audio recording / reproducing apparatus of the embodiment.

FIG. 4 is a flowchart illustrating an operation of a search process of the audio recording / reproducing apparatus of the embodiment.

FIG. 5 is a diagram showing an example of index data when a reception number is searched by the audio recording / reproducing apparatus of the embodiment.

FIG. 6 is a block diagram illustrating a configuration of a general audio recording / reproducing system to which the audio recording / reproducing device of the present embodiment is connected.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 ... Signal input part 2 ... Control part 3 ... Operation part 4 ... Sound output part 5 ... Recording / reproduction part 6 ... Display part 101 ... Talking detection part 102 ... Audio compression unit 103 DTMF code detection unit 201 Device control unit 202 Recorded signal detection unit 203 Search comparison unit 401 Audio expansion unit 402 Audio amplification unit 403 ··· Speakers 501 ··· Audio data recording area 502 ··· Index recording area 601 ··· PBX 602 ··· Audio recording / reproducing device 603a, 603b, 603c ··· Data processing terminal 604a, 604b, 604c .. Line terminals

Claims (2)

[Claims] 1. An audio recording / reproducing apparatus for recording and reproducing a voice of a call input via a communication line, a call detecting means for detecting start and end of a call on the communication line,
A first unit for recording audio data input from the communication line;
Recording means, second recording means for recording index data related to audio data recorded on the first recording means, and a specific DTMF code among DTMF codes recorded on the second recording means Code setting means for setting the DTMF code, and DTMF input from the communication line
DTMF code detecting means for detecting a code;
DTM for determining whether the DTMF code detected by the MF code detection means is the specific DTMF code
A first DTMF which is first determined to be a specific DTMF code by the DTMF code determining means after the call detecting means detects the start of the call;
F code is recorded in the second recording means, and the DTMF
Control means for controlling to record in the second recording means the second DTMF code determined last by the code detecting means as the specific DTMF code before the call detecting means detects the end of the call. An audio recording / reproducing apparatus characterized by the above-mentioned. 2. The audio recording / reproducing apparatus according to claim 1, wherein: an operation means for inputting a search code for searching for audio data recorded in the first recording means; The retrieved search code is the specific DT
Search code determining means for determining whether the code is an MF code;
A search unit that searches for index data including a DTMF code that matches the search code input by the operation unit among the index data recorded in the second recording unit; and a search unit that searches for a specific DTMF code by the search code determination unit. The apparatus further includes search determining means for determining whether the search code determined to be present is in a range from the first DTMF code to the second DTMF code, wherein the search means determines that the search code is An audio recording / reproducing apparatus which searches index data determined to be within the range as index data including a DTMF code matching a search code.