JP2004200865A - Reception telephone content recording/retrieving/reproducing system, computer for providing retrieved data and computer software - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a reception telephone content recording/retrieving/reproducing system capable of informing the content of complaints from clients, including difficult technical terms and delicate nuance, to a worker at a destination and capable of retrieving/reproducing the past complaints readily, and to provide a computer for providing retrieved data and a computer software. <P>SOLUTION: The reception telephone content recording/retrieving/reproducing system comprises a receptionist computer 1 being used by the receptionist at a reception center, a computer 2 for a telephone conversation recording center, and a portable terminal 4 being used by a worker at a destination wherein the worker at a destination can retrieve and reproduce the content of a reception telephone recorded by the receptionist at a reception center. A retrieval data providing computer 3 having a function for retrieving bibliographic data concerning to the content of a reception telephone created by the receptionist computer 1 and bibliographic data stored in the computer 2 for a telephone conversation recording center is also provided. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a system for recording and retrieving received telephone contents and a computer and computer software for providing search data, and in particular, records telephone contents received by a receptionist at a reception center, and records the recorded received telephone contents on the go. The present invention relates to a system that allows an operator to search and reproduce.
[0002]
[Prior art]
Conventionally, when a customer or the like makes a call for a complaint or request, a telephone responder (acceptor) prepares the contents of the call in a memo or the like so as to convey it to the worker, but it is difficult to understand the memo or the like. It was difficult to convey various technical terms and detailed nuances of the story. In addition, even if a customer receives a continuation of a previous complaint, etc., there is no way to easily search for the contents of the previous complaint, etc., the recipient, the worker, etc. There was a problem that it would give an impression that the response was bad. Especially when workers were out, they had to return to the department in charge and check them with memos, etc., which was useless in an emergency. For this reason, it has been proposed to record the contents of the reception (see Patent Literature 1), but it is not easy for a worker on the go.
[0003]
[Patent Document 1]
JP-A-2002-77412
[Problems to be solved by the invention]
The present invention solves the conventional problem, and it is possible to convey to a worker on the go, including difficult technical terms and detailed nuances, about the content of a complaint received from a customer, and It is an object of the present invention to provide a system for recording and retrieving contents of a reception telephone capable of easily retrieving and reproducing a complaint or the like, a computer for providing retrieval data, and computer software.
[0005]
[Means for Solving the Problems]
The present invention includes a computer for a receptionist used by a receptionist at a reception center, a computer for a call recording center, and a mobile terminal device used by a worker on the go, and a reception telephone recorded by a receptionist at the reception center. A system for recording and retrieving contents of a reception telephone which allows a worker on the go to search and reproduce contents, wherein bibliographic data on contents of the reception telephone created by the computer for the receptionist and bibliography stored in a computer for a call recording center. This is a system for recording, retrieving, and playing back contents of a reception telephone provided with a search data providing computer having a function of retrieving data.
[0006]
The present invention also provides a computer system for receiving and retrieving contents of a telephone call having a function of receiving and searching for a search request from a mobile terminal device and a function of transmitting a search result to the mobile terminal device. It is.
[0007]
Further, the present invention is the reception telephone content recording / reproduction system having the function of creating a searchable data list.
[0008]
Further, the present invention is the reception telephone content recording / reproduction system, wherein the portable terminal device has a function of requesting a search using the created searchable list data.
[0009]
Further, according to the present invention, the portable terminal device has a function of accessing a computer for a call recording center using data with a telephone calling function incorporated in a received search result and receiving recording data to be stored. It is a telephone content recording search and playback system.
[0010]
The present invention relates to a computer for a receptionist used by a receptionist at a reception center, a computer for a call recording center, and a portable terminal device used by a worker who is away from home. A computer for providing search data, which constitutes a search and reproduction system for reception telephone contents which can be searched and reproduced by an on-the-go worker, wherein bibliographic data and telephone call recording on the contents of the reception telephone created by the computer for reception persons A search data providing computer having a function of searching for bibliographic data stored in a center computer, a function of receiving and searching for a search request from a mobile terminal device, and a function of transmitting a search result to the mobile terminal device. .
[0011]
Furthermore, the present invention relates to a computer for a receptionist used by a receptionist at a reception center, a computer for a call recording center, and a portable terminal device used by a worker on the go. Computer software used in a computer for providing search data that constitutes a telephone content recording search / playback system that allows a worker on the go to search and play back, and a reception created by the computer for the receptionist A function of searching for bibliographic data relating to telephone contents and bibliographic data stored in the call recording center computer, a function of receiving and searching for a search request from a mobile terminal device, and a function of transmitting a search result to the mobile terminal device. It is computer software consisting of a program to be realized by a computer.
[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
An embodiment of the present invention will be described.
An embodiment of a system for recording and retrieving received telephone contents and a computer for providing retrieval data according to the present invention will be described with reference to FIG. FIG. 1 is an explanatory diagram of a system for recording, retrieving, and playing back contents of a reception telephone according to an embodiment.
[0013]
An embodiment will be described. As shown in FIG. 1, the reception telephone content recording search / reproduction system of the present embodiment includes a receptionist computer 1, a call recording center computer 2, a search data providing computer 3, and a portable terminal device 4. These are connected by a network 5 such as a LAN, a public line network, and a mobile phone network. The computer 1 for the receptionist is, for example, a personal computer for the receptionist, which is installed in the reception center 1 and has a recording data creating means (a function of recording the received telephone content and making it into recording data) 11, a bibliographic data creating means (A function of creating bibliographic data relating to the contents of the reception telephone to be recorded). The bibliographic data will be described later. The call recording center computer 2 is, for example, a call recording server and is installed in the call recording center, and accepts telephone content data storage means (function for storing recording data and bibliographic data) 21, and transmission / reception means (mobile terminal equipment) 4) which receives the recording data search request from the server 4 and transmits the searched recording data). The search data providing computer 3 is, for example, a server, and includes search means (a function of searching for bibliographic data created by the acceptor computer and bibliographic data stored in the call recording center computer 2) 31; It has a function of receiving a search request from the device 4 and transmitting a search result) 32, and a data list display means (function of displaying a list of search result data) 33. The portable terminal device 4 includes transmitting / receiving means (a function of requesting the search data providing computer 3 to perform a search and receiving a search result, and inquiring the call recording center portable terminal device 4 of the recorded data to receive the recorded data) 41. Have.
[0014]
An example of bibliographic data in the present embodiment will be described. When the contents of the reception telephone are recorded, a call recording No. is given. The call recording No. is composed of a recording number, a time stamp (year, month, day and time), a reception telephone identification number, and the like, and is automatically numbered.
[0015]
A description will be given of recording search and reproduction in the reception telephone content recording search and reproduction system of the present embodiment. The receptionist who receives the telephone call from the customer records the contents of the telephone using the computer 1 for the receptionist. The recording data creating means 11 uses the contents of the received telephone as recording data. At this time, the bibliographic data creating means 12 creates bibliographic data of the contents of the reception telephone. The recorded data and bibliographic data are transmitted to the computer 2 for the telephone call recording center via the network 5 and stored in the accepted telephone content data storage means 21.
[0016]
The worker on the go uses the portable terminal device 4 to provide the search data providing computer 3 with bibliographic data such as a recording number in a call recording No., a time stamp (date and time), and a reception telephone identification number. Ask to search using one or a combination. The search means 31 of the search data providing computer 3 searches for the corresponding bibliographic data. The bibliographic data obtained by the search is created as a list and transmitted to the portable terminal device 4. The operator selects the contents of the reception telephone to be checked from the list, accesses the telephone recording center computer 2 using the data with the telephone calling function incorporated in the received search result, and transmits the stored recording data. do that for me. The worker can hear the received recording data from the SP of the portable terminal device 4. As a result, the operator can accurately grasp difficult technical terms and nuances from the customer.
[0017]
In this embodiment, voice can be transmitted by e-mail. By setting a password, message memos and confidential information can be targeted.
[0018]
In the above embodiment, the search data providing computer has been described. However, a function of searching for bibliographic data on the contents of the reception telephone created by the computer for the receptionist and bibliographic data stored in the computer for the call recording center, and By using computer software comprising a program for realizing a function of receiving and searching for a search request and a function of transmitting a search result to the portable terminal device by a computer, a server or the like for providing search data of the present invention is provided. Can be a computer.
[0019]
【The invention's effect】
ADVANTAGE OF THE INVENTION According to this invention, about the content which received the complaint etc. from a customer, including difficult technical terms and detailed nuances can be conveyed to the worker on the go, and the previous complaint etc. can be easily searched and reproduced. It is possible to obtain a reception telephone content recording / reproduction system and a retrieval data providing computer that can perform the retrieval.
[Brief description of the drawings]
FIG. 1 is an explanatory diagram of a reception telephone content recording / reproduction system according to an embodiment.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Receptionist computer 11 Recording data creation means 12 Bibliographic data creation means 2 Computer for call recording center 21 Reception telephone contents data storage means 22 Transmission / reception means 3 Search data providing computer 31 Search means 32 Transmission / reception means 33 Data list creation means 4 Mobile Terminal equipment 41 Transmission / reception means 5 Network

Claims (7)

It has a computer for the receptionist used by the receptionist at the reception center, a computer for the call recording center, and a portable terminal device used by the worker on the go. A telephone call recording / retrieving / reproducing system which allows a worker to search and reproduce
And a search data providing computer having a function of searching for bibliographic data on the contents of the reception telephone created by the computer for the receptionist and bibliographic data stored in the computer for the call recording center. . 2. A system for recording, retrieving, and playing back contents of a telephone call according to claim 1,
The search data providing computer has a function of receiving and searching for a search request from a mobile terminal device, and a function of transmitting a search result to the mobile terminal device. 3. A system for recording, retrieving and reproducing contents of a reception telephone according to claim 2,
The above-mentioned search data providing computer has a function of creating a searchable data list. 4. A system for recording, retrieving and playing back contents of a telephone call according to claim 3,
The portable terminal device has a function of making a search request using the created searchable list data, and is a system for recording, retrieving and playing back contents of a received telephone. 3. A system for recording, retrieving and reproducing contents of a reception telephone according to claim 2,
The portable telephone device has a function of accessing a computer for a call recording center using data with a telephone calling function incorporated in a received search result and receiving recorded data to be stored. Content recording search and playback system. Using the computer for the receptionist, the computer for the call recording center, and the mobile terminal device used by the worker on the go, the contents of the reception telephone recorded by the receptionist at the reception center are used by the worker on the go. A search data providing computer constituting a reception telephone content recording search reproduction system that can be searched and reproduced,
A function of searching for bibliographic data on the contents of the reception telephone created by the computer for the receptionist and bibliographic data stored in the computer for the call recording center, a function of receiving and searching for a search request from a portable terminal device, and A search data providing computer having a function of transmitting data to a portable terminal device. Using the computer for the receptionist, the computer for the call recording center, and the mobile terminal device used by the worker on the go, the contents of the reception telephone recorded by the receptionist at the reception center are used by the worker on the go. Computer software used for a search data providing computer constituting a reception telephone content recording search and reproduction system that can be searched and reproduced,
A function of searching for bibliographic data on the contents of the reception telephone created by the computer for the receptionist and bibliographic data stored in the computer for the call recording center, a function of receiving and searching for a search request from a portable terminal device, and Computer software consisting of a program that causes a computer to transmit to a mobile terminal device.

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