JP2002354129A - Coordination program and method for call control voice control service, and cti server, and cti system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a CTI(Computer Telephony Integration) system that can be easily run on an application of a computer applied to processing required for call control and voice control services. SOLUTION: A PC application 31 uses one call control voice control middleware 32 to utilize a call control service and a voice control service provided by the CTI system 33. When the PC application 31 makes a voice message reproduction request, the call control voice control middleware 32 receives this request, allows a voice service terminal 32 to make a call to an agent terminal T reproducing a voice message, the agent terminal T responds to it, the voice service terminal 32 transmits the voice message and the agent terminal T reproduces the voice message.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call control voice which can be operated and executed by an application program on a computer together with a call control service, such as a voice control service for recording / reproducing telephone voice by a private branch exchange. Cooperation program and method for control service, and CTI
It relates to a server and a CTI system.

[0002]

2. Description of the Related Art Conventionally, as a general voice response / call recording private branch exchange system, there is known a configuration in which a private area exchange device is provided with a local area network (LAN) such as an Ethernet (registered trademark) system. Japanese Patent Application Laid-Open No. 11-46251, "Call Center System".

[0003] Such a voice response / call recording private branch exchange system comprises a plurality of office lines and a plurality of agent terminals (for example, a key telephone called a multifunctional telephone, and Terminals) are exchanged for outgoing and incoming calls on external and internal lines.

The private branch exchange includes a plurality of office circuits to which a plurality of office lines are respectively connected, a plurality of extension circuits to which a plurality of telephone terminals are respectively connected, a plurality of office circuits, and a plurality of office circuits. An exchange switch for exchanging outgoing / incoming calls to / from an external line with a telephone terminal. Is generally provided with a control device for controlling the setting.

The private branch exchange and the voice response / call recording device are connected through an extension circuit. The voice response / call recording device is constituted by a LAN together with a database (stores voice data in answering machine voice response / call recording) and an operator device (small general-purpose computer, the same function as the control device described above). LAN with voice response / call recording device and private branch exchange are LAN for control
-Connected by I / F.

A voice response / call recording device accommodated in the LAN via the LAN / I / F processes voice mail response / call recording.

[0007] In recent years, a private branch exchange and a CTI (referred to as a CTI server) PC which connects a computer device (referred to as a CTI server) for transmitting and receiving voice data, setting data, status data, control data, and the like (hereinafter referred to as data) in the private branch exchange. A system in which a system is accommodated in a LAN and a call control service is provided from an application on the PC has been provided (disclosed in JP-A-11-331895).

[0008]

However, the conventional CTI system only provides a call control service,
Voice control services were not provided. Conventionally, since only a call control service is provided, there is a problem that a service involving a voice control service cannot be easily operated from a PC application.

FIG. 8 is a flowchart showing an operation for reproducing a voice message in the conventional CTI system. When reproducing a voice message, first, a PC application (connected to the telephone terminal by a PC adapter) on the computer PC sends a call to the telephone terminal that reproduces the voice message (call control service: S31). Next, the response of the telephone terminal reproducing the message is confirmed (S32), and subsequently, a voice message is transmitted from the voice reproduction terminal provided in the PC adapter (voice control service: S33), so that the voice from the telephone terminal is transmitted. The message is reproduced (S34).

As described above, in the conventional CTI system, since the call control service and the voice control service are independent of each other, the processing associated with the call control service and the voice control service can be easily performed from the PC application of the computer. Could not operate.

SUMMARY OF THE INVENTION The present invention has been made to solve the conventional problems. A call control voice control service coordination program which can easily operate a process related to a call control service and a voice control service on an application of a computer device. It is an object to provide a method and a CTI server, a CTI system.

[0012]

In order to solve the above-mentioned problems, a call control voice control service cooperation program according to the present invention comprises:
A private branch exchange that performs call control for incoming and outgoing calls from a telephone terminal of an office line or extension, and a voice control of voice response or call recording, and transmits and receives data between the private branch exchange and
A call control voice control system including a computer device having an application program for instructing call control and voice control, wherein the cooperative program sends an execution command related to call control and voice control by the application program. In this case, the private branch exchange apparatus is also configured to execute the corresponding call control service and voice control service. By operating the application program of the computer device, the coordination program for the call control voice control service having such a configuration can cause the private branch exchange device to execute processing associated with either the call control service or the voice control service. And call control and voice control can be easily operated on a computer device.

The call control voice control service cooperation program according to the present invention is a CTI system having an exchange function for call control for incoming and outgoing calls from a telephone terminal on a central office or an extension, and voice control for voice response or call recording. And a voice control service via a PC application on a computer device belonging to the CTI system, together with a call control service provided by the CTI system. According to such a configuration, C having a switching function related to call control and voice control is provided.
By simply applying the call control voice control service cooperation program to the TI system, both the call control and the voice control can be easily performed by operating the PC application on the computer device belonging to the CTI system.

[0014] The present invention relates to a private branch exchange apparatus for performing call control for incoming and outgoing calls from a telephone terminal on an office line or an extension, and voice control for voice response or call recording, and a private branch exchange. A computer device having an application program for transmitting and receiving data to and from the device, and executing a call control and a voice control, wherein the call control and the voice control by the application program are provided. Can be received, and after receiving the execution command, the private branch exchange executes the corresponding call control service and voice control service. According to such a configuration, both the call control and the voice control of the private branch exchange can be executed based on the operation of the application program, and the call control and the voice control can be easily performed by a simple operation.

The CTI server of the present invention transmits / receives data to / from a private branch exchange that performs call control for incoming and outgoing calls from a telephone terminal on an office line or an extension, and voice control for voice response or call recording. It has an application program for executing control and voice control, and
The private branch exchange device receives both the execution command related to the call control and the voice control by the application program,
This is a configuration including service cooperation means for executing the corresponding call control service and voice control service. According to such a configuration, the service cooperation unit can execute the call control and the voice control of the private branch exchange on the CTI server in cooperation with the operation of the application program.

The CTI system of the present invention provides a private branch exchange that performs call control for incoming and outgoing calls from a telephone terminal on an office line or an extension, and voice control for voice response or call recording, and a private branch exchange. And an application program that sends and receives call control and voice control, and receives both an execution command related to call control and voice control by the application program, and provides a corresponding call control service and voice control service to the private branch exchange. This is a configuration including a CTI server having a service cooperation unit to be executed. According to such a configuration, the service linking means on the CTI server can execute the call control and the voice control of the private branch exchange in cooperation with the operation of the application program. Can be operated.

[0017]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, an embodiment of the CTI system of the present invention will be described with reference to the accompanying drawings. First, FIG.
The overall configuration of a general-purpose voice response / call recording private branch exchange system to which the CTI system of the present invention is applied will be described with reference to the block diagram of FIG.

In FIG. 1, the voice response / call recording private branch exchange system includes a private branch exchange (PBX) 10 accommodating a plurality of office lines L, and a LAN system 20 such as Ethernet.

The private branch exchange 10 includes a central office interface (I / F) section 11 to which a plurality of central office lines L are connected, and an extension I / F section 1 to which a plurality of telephone terminals T are connected.
2, and a LAN / I / F unit 13 for interface connection with the LAN system 20 are provided.

The private branch exchange 10 is connected to the central office L
(Station line I / F unit 11) and a plurality of telephone terminals T (extension I
/ F unit 12) and LAN system 20 (LAN I / F)
Exchange switch 14 for performing exchange switching with the unit 13)
At the same time, a control device 15 for controlling the start and stop of the exchange of outgoing / incoming calls of the office line L (external line) and extension, and the setting of the voice response / voice answering / voice recording in the voice response / call recording device 21 in the LAN system 20 Is provided.

The voice response / call recording device 21 includes, for example,
It is composed of a database device and an operator device (not shown). The database device mainly stores synthesized voice data for answering machine voice response after compression coding in a CODEC (CODEC) process, and stores the compressed and coded voice data (call recording). The operator device is composed of a small general-purpose computer, and performs settings such as answering machine voice response and call recording, and controls the settings. This operator device corresponds to a CTI server which is a main part of the present invention, and its contents will be described later.

The control device 15 is generally connected to a maintenance terminal using a small general-purpose computer for instructing control. A configuration is also known in which a small general-purpose computer for control (not shown) provided in the LAN system 20 transfers a control command to the control device 15 through the LAN / I / F unit 13 instead of the maintenance terminal.

FIG. 2 is a block diagram showing a detailed internal configuration of the LAN / I / F unit 13. As shown in FIG. Referring to FIG. 2, in the private branch exchange 10, a command I / F circuit 104 for processing I / F with the control device 15 is connected to a control bus 101 connected to the control device 15 in FIG. I have. Also,
A voice communication path (a plurality of PCM-HW / PCM highways (H
W)) 102, and an audio I / F circuit 105 for processing the I / F is provided.

Further, the private branch exchange 10 controls each unit, and in particular, controls the exchange of a voice signal and a control signal with a voice response / call recording device 21 in the LAN system 20 and a voice response / call. Recording device 21
A digital signal processor (DSP) 107 for digitizing the answering machine response message data and / or call data to the voice response / call recording device 21 and compressing or expanding it.

The private branch exchange 10 includes a mixing circuit 108 for mixing voice data,
The input timing of the call data is matched with the start of the call recording in the voice response / call recording device 21, for example, a call recording guarantee circuit 109 for delaying the output and a LAN / I / F for performing I / F processing with the LAN system 20. I / F circuit 11
0 is provided.

Next, the operation of the voice response / call recording private branch exchange system having the above configuration will be described. In FIG.
In this voice response / call recording private branch exchange system, the incoming call from the local line L is input to the exchange switch 14 in the private branch exchange 10 through the local line I / F unit 11 at the time of the incoming call. Also,
The control device 15 receives an incoming call from the office line L through the office line I / F unit 11. When the control device 15 recognizes the incoming of the representative telephone number (selection signal), it calls the empty telephone terminal T.

When the control unit 15 takes in the off-hook from the telephone terminal T through the extension I / F unit 12, it switches the exchange switch 14 to make the connection. Thereafter, the control device 15 controls the office line I / F unit 11 and the exchange switch 14 in accordance with the end signal from the telephone terminal T to disconnect the external line connection.

The control device 15 also controls the extension I / O for the extension telephone.
By controlling the F unit 12 and the exchange switch 14, the connection
Perform a line disconnect. In addition, the transmission from the telephone terminal T is performed through a route reverse to that of the incoming call. LAN
The system 20 includes, for example, the well-known Ethernet L
Each sequence of the CSMA / CD random access method and the RPC (Remote Procedure Call) remote call in the AN is executed. Note that, in FIG.
The remote call control server is not shown.

Next, a case where the answering machine voice response / call recording is set in the private branch exchange 10 will be described. Answering machine voice response / call recording is set in the control device 15 in advance from an operator device (not shown) of the LAN system 20 or the like. Thereafter, the control unit 15 receives the incoming call from the office line I / F.
When fetched through the unit 11, a control command is transmitted to the voice response / call recording device 21 through the LAN / I / F unit 13. With this control command, the voice response / call recording device 21
Is activated, and the answering machine response message data such as the answering machine information is exchanged through the LAN / I / F unit 13 to the exchange switch 14.
And sends it out to the outside line through the local line I / F unit 11.

Thereafter, the call data for notifying the user of the absence from the outside line is transmitted to the office line I / F section 11 and the exchange switch 14.
Then, the call is passed to the voice response / call recording device 21 through the LAN / I / F unit 13 to record the call. After this call recording,
A predetermined telephone terminal T or the like is notified through the control device 15 and the LAN / I / F unit 13 during the call recording of the call data. The telephone terminal T displays, for example, a call recording of the call data by lighting a lamp or the like.

Thereafter, when control device 15 receives a control command of a request to reproduce call data from telephone terminal T,
The call data is reproduced from the voice response / call recording device 21,
LAN / I / F unit 13, exchange switch 14, and office line I / F
The data is transferred to the telephone terminal T through the F unit 11. Thereafter, when the exchange switch 14 receives a control command for terminating the reproduction of the call data from the voice response / call recording device 21, the line connection is disconnected.

Next, with reference to FIG. 2, the detailed operation of the LAN / I / F unit 13 relating to the answering machine voice response and call recording will be described. FIG. 3 is a flowchart showing the procedure of the operation of the LAN / I / F unit 13.

Referring to FIGS. 1 to 3, a command I / F circuit 104 fetches a control command for answering machine voice response and call recording from a control unit 15 of the private branch exchange 10 through a control bus 101, and a control unit. The data is passed to 106 (step S1). When the control unit 106 recognizes that the control command for answering machine voice response / call recording has been fetched (step S2: Yes), the voice response / call recording device 21 in the LAN system 20 activates via the LAN / I / F circuit 110. Send a control command (step S
3).

When the voice response / call recording device 21 receives the control command (step S4: Yes), it retrieves the answering machine response message data stored in advance and sends it out (step S5). The control unit 106 captures the answering machine response message data via the LAN / I / F circuit 110 (step S6). The control unit 106 includes, for example,
If the answering machine response message data is not digital data, the answering machine response message data is passed to the DSP 107 to perform digital signal conversion and compression (step S7).

If the answering machine response message data is compressed (encoded), it may be expanded and output to an external line. The answering machine response message data is sent from the control unit 106 to the exchange switch 14 and the control device 15 in FIG. 1 through the command I / F circuit 104 and the control bus 101. The answering machine response message data is transmitted from the exchange switch 14 and the control device 15 to an external line (step S8).

The voice I / F circuit 105 transmits voice data (call data to a response message of an answering machine) through a voice communication path (PCM-HW) 102 with the exchange switch 14 and the office line I / F unit 11. The control unit 106 determines the capture of the voice data (step S9: Yes).
.. When mixing audio data (step S1)
0: Yes), the mixing is performed by the mixing circuit 108, and is taken into the audio I / F circuit 105 (step S11).

The voice data is passed to the DSP 107, where the voice data is subjected to compression processing by voice codec (CODEC, encoding / decoding) (step S12).
LAN system 20 through LAN / I / F circuit 110
(Step S13). When the control unit 106 recognizes the voice recording of the voice data (call data) through the DSP 107 (step S14: Yes), the control unit 106 issues a voice recording instruction control command through the LAN I / F circuit 110 to the voice response of the LAN system 20. Call recording device 2
1 (step S15). When the voice response / call recording device 21 receives the control command for instructing the call recording, the call recording is started (step S16).

The audio data from the DSP 107 is
It is passed to the call recording assurance circuit 109. The call recording assurance circuit 109 transmits the voice data to the voice response / call recording device 21 so that the voice call recording is not interrupted until the voice response / call recording device 21 in the LAN system 20 starts the call recording. Are matched (for example, delayed) (step S17). This alignment (delay)
After a call is recorded by the call recording assurance circuit 109, a predetermined time is counted by a counter (not shown), and thereafter output is started. As a result, call recording from the beginning of the audio data is guaranteed.

The delayed voice data from the call recording assurance circuit 109 is transmitted through the LAN / I / F circuit 110 to the LAN.
The message is sent to the voice response / call recording device 21 in the system 20 (step S18). Voice response / call recording device 2
In step S1, voice data is recorded during a call (step S1).
9). The end of the voice data, that is, the line I / F unit 11
When the control unit 106 captures the end of the call from, the line connection is disconnected and the process ends (step S20).

According to the above configuration, with respect to the interface of the private branch exchange 10, the voice response / call recording device 21 in the LAN system 20, the control device 15, and the exchange switch 14 in the LAN system 20 are transmitted via the LAN I / F 13. Exchanging control signals. Therefore, only one voice communication path and one control signal path are required.

Next, the call control voice control middleware which is a main part of the present invention will be described. FIG. 4 is a diagram showing an overall architecture for explaining the positioning of the call control voice control middleware.

As shown in FIG. 4, the PC application 31 can use the call control service and the voice control service provided by the CTI system 33 by using one call control voice control middleware 32. The call control voice control middleware 32 is a middleware program (call control service) for actually operating the CTI system 33 based on an operation using the PC application 31 and executing a specific service (call control service, voice control service). Control voice control service cooperation program).

FIG. 5 is a block diagram showing an example of a system model in which the call control voice control middleware is used. FIG.
, The PC application 31 and the call control voice control middleware 32 (call control voice control service cooperation program) operate on the CTI server 34. CTI
The server 34 corresponds to the operator device constituting the voice response / call recording device 21 shown in FIG. CT
The I server 34 is connected to the private branch exchange 10.

The CTI system 33 in the present embodiment
Is a private branch exchange 10, a CTI server 34, an agent terminal (telephone terminal) associated with the private branch exchange 10
T, a voice service terminal 35.

Next, the operation of the call control service using the CTI system 33 provided with the call control voice control middleware 32 and the service function accompanied by the voice control service will be described.

FIG. 6 is a flowchart for explaining a voice message reproducing function as a processing example of the call control voice control middleware 32, and FIG. 7 is a sequence diagram showing the operation of each unit when the voice message is reproduced.

First, a request for reproducing a voice message is made from the PC application 31 (step S21).
Upon receiving the request, the call control voice control middleware 32 transmits the voice message from the voice service terminal 32 to the agent terminal (telephone terminal) T that reproduces the voice message (step S).
22: call control service). Next, the agent terminal T that reproduces the message responds (step S23: call control service), and thereafter, a voice message is transmitted from the voice service terminal 35 (step S24: voice control service). Thereby, the voice message is reproduced from the agent terminal T (step S25). Steps S21 and S25 are processing of the PC application 31.

According to the call control voice control middleware 32 of the present invention, not only the call control service provided by the CTI system 33 but also the voice control service is provided to the PC application 31 by one middleware 32. The processing accompanying the call control service and the voice control service can be easily operated from the PC application 31. As a result, the development of the PC application 31 can be easily performed, and by using the call control voice control middleware 32 of the present invention,
The development man-hour of the PC application 31 can be reduced to 1/3 or less of the conventional one. At the same time, it becomes possible to increase the number of manufacturers who participate in the development of the PC application 31. Also, the call control voice control middleware 32 and P
Since the interface of the C application 31 is unified in the industry, external sales and expansion of the call control voice control middleware 32 itself are possible.

In the above description, the private branch exchange 10
The configuration of the CTI system 33 connecting the CTI server 34 and the CTI server 34 has been described as an example, but the CTI system can be similarly implemented for other devices having an exchange function.

[0050]

As described above, according to the present invention,
Since the call control service and the voice control service can be provided to the application program on the computer by one call control voice control program, the processing related to the call control service and the voice control service can be performed by operating the application program on the computer. Operation can be easily performed. Further, by providing the call control voice control program, an application program for operating and executing the call control and voice control service on the computer device can be easily developed.

[Brief description of the drawings]

FIG. 1 is a block diagram showing the configuration of a voice response / call recording private branch exchange system applied to the present invention;

FIG. 2 is a block diagram showing a detailed internal configuration of a LAN / I / F unit in FIG. 1;

FIG. 3 is a flowchart showing a procedure of an operation of a LAN / I / F unit in FIG. 2;

FIG. 4 is an overall architecture diagram showing the positioning of the call control voice control program of the present invention.

FIG. 5 is a block diagram showing a CTI system to which the call control voice control program of the present invention is applied;

FIG. 6 is a flowchart for explaining the operation of a voice message reproduction function according to the call control voice control program of the present invention.

FIG. 7 is a sequence diagram for explaining an operation of a voice message reproducing function according to the call control voice control program of the present invention.

FIG. 8 is a flowchart for explaining the operation of the voice message playback function in the conventional invention.

[Explanation of symbols]

 Reference Signs List 10 private branch exchange (PBX) 11 office line interface (I / F) unit 12 extension I / F unit 13 LAN / I / F unit 14 exchange switch 15 control unit 20 LAN system 21 voice response / call recording device 31 PC application 32 Call control voice control middleware 33 CTI system 34 CTI server 35 Voice service terminal T Agent terminal (telephone terminal)

Continued on the front page F term (reference) 5K015 AA06 AD01 AD02 AD05 GA02 GA03 5K024 AA73 BB02 BB05 BB07 CC01 CC09 DD01 DD04 EE09 FF06 GG01 GG12 5K049 AA16 AA18 BB01 BB04 BB12 BB19 CC06 CC10 CC11 FF01

Claims (5)

[Claims] 1. A private branch exchange that performs call control of incoming and outgoing calls from a telephone terminal of a central office or an extension and voice control of voice response or call recording, and transmits and receives data between the private branch exchange, A computer device having an application program for instructing the execution of call control and voice control. A link program for a call control voice control service provided in a call control voice control system comprising: A coordination program for a call control voice control service, characterized by receiving both execution instructions related to control and voice control, and causing the private branch exchange to execute a corresponding call control service and voice control service. 2. Coordination for a call control voice control service applied to a CTI system having an exchange function relating to call control of incoming and outgoing calls from a telephone terminal of an office line or an extension, and voice control of voice response or call recording. A call control voice control program, wherein the voice control service is made available via a PC application on a computer device belonging to the CTI system together with the call control service provided by the CTI system. Cooperation program for service. 3. A private branch exchange that performs call control for incoming and outgoing calls from a telephone terminal of an office line or an extension, and voice control of voice response or call recording, and transmits and receives data between the private branch exchange. A computer device having an application program for instructing call control and voice control, and a call control voice control service provided in the call control voice control system, comprising: Any of such execution instructions can be received, and after receiving the execution instruction, causes the private branch exchange to execute a corresponding call control service and voice control service. Method. 4. Call control for incoming and outgoing calls from a telephone terminal on an office line or an extension, and data exchange with a private branch exchange that performs voice control for voice response or call recording, and performs call control and voice control. A CTI server having an application program for instructing execution, wherein the CTI server receives both execution commands related to call control and voice control by the application program, and causes the private branch exchange to execute a corresponding call control service and voice control service. A CTI server comprising service cooperation means. 5. A private branch exchange that performs call control for incoming and outgoing calls from a telephone line of a central office or an extension and voice control of voice response or call recording, and transmits and receives data to and from the private branch exchange, Upon receiving both an application program for executing a call control and a voice control and an execution command for the call control and the voice control by the application program, the private branch exchange device executes the corresponding call control service and the voice control service. A CTI system comprising: a CTI server having service cooperation means.