JP2005012339A - Speech recording system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a speech recording system wherein voice data can easily be diverted for other applications and can easily be searched. <P>SOLUTION: The system is provided with a phone terminal 1 and an operator terminal 2 that is connected to the phone terminal 1, records a speech via the phone terminal 1 to acquire the recording as voice data, and receives the outline of the speech as character data. Related data are given to the voice data and the character data and thereafter the resulting data are stored in a voice database server 4 and a speech contents database server 5. A server 3 provides a searching application for searching data in the databases 4, 5 to a staff terminal 6 in charge. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention saves a telephone call as voice data, and saves contents data indicating the contents and date / time of the call in a database so that the data can be provided to related parties later. About the system.
[0002]
[Prior art]
An operator such as a call center makes a call with a caller on behalf of an absent person, records the call content as voice data, stores it in a database server, etc., and the related parties later access this database server, A call recording system that can listen to the voice is known, for example, from Japanese Patent Application Laid-Open No. H10-228707. In this system, the operator inputs the contents while making a call and saves the character data as call contents data together with the voice data.
[0003]
[Patent Document 1]
JP-A-8-195815 (Page 3, FIG. 1 etc.)
[Problems to be solved by the invention]
[0004]
However, in the call recording system disclosed in Patent Document 1, data in a special format in which voice data and call content data are integrated is generated and stored in a database. For this reason, even if only audio data recorded later is to be used for other purposes, this special format data cannot be reproduced as it is with audio reproduction software or the like. The range was narrow.
The present invention has been made in view of this point, and an object of the present invention is to provide a call recording system in which voice data can be easily diverted to another use and can be easily searched.
[0005]
[Means for Solving the Problems]
To achieve the above object, a call recording system according to the present invention comprises a telephone terminal connected to a telephone network, a recording means for recording a call via the telephone terminal and acquiring it as voice data, and the recording means. Instruction means for instructing the start and end of recording, call content data input means for inputting call content data including the outline data of the call, a voice database for storing the voice data, and the call content data Association information generating means for generating association information for associating the voice data with the call content data in relation to a call content database to be stored and a time when an instruction is given by the instruction means; and the call content based on a search condition Data is retrieved from the call content database and based on the association information related to the retrieved call content data. Characterized in that a search means for searching from the audio database the voice data.
[0006]
According to the present invention, a call from a caller to a telephone terminal is recorded as voice data by the recording means, and the start and end of the recording are instructed by the instruction means. On the other hand, call content data indicating the outline of the call is input as call content data by the call content data input means. The voice data is input to the voice database, and the call content data is input to the call content database. Then, in the association information generating means, association information for associating the voice data with the call content data in relation to the time when the instruction is given by the instruction means is generated. Thus, after storing the data in the voice database and the call content database and generating the association information, when the search content is searched for in the call content database by inputting the search condition in the search means, the retrieved call content A speech database is searched from the speech database based on the association information related to the data. According to the present invention, the voice data is stored in the voice database and stored separately from the call content data. Therefore, the voice data can be easily used for another purpose, and the search can be easily performed using the association information. be able to.
[0007]
In this call recording system, the voice data is added with time data indicating a time when the instruction means instructs to start or end recording, and the association information providing means includes the time indicated by the time data. The call content data created at a common time may be associated with the voice data.
Further, the association information generating means may give the same file name as the association information to the file including the voice data and the file including the call content data.
[0008]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
FIG. 1 shows a computer network 100 to which a call recording system according to an embodiment of the present invention is applied. The outline of this system will be described based on FIG. The computer network 100 includes a telephone terminal 1 to which an operator responds, an operator terminal 2 operated by the operator, a server 3, a voice database server 4, a call content database server 5, and each person in charge, that is, a telephone terminal. 1 is a person-in-charge terminal 6 operated by a person who should originally respond to a call made on the network (for example, a researcher in a research department or a salesperson in a sales department), and a LAN (Local Area Network) connecting these servers and terminals. 7).
[0009]
The operator terminal 2 is a recording means for the operator to record a call exchanged between the caller and itself at the telephone terminal 1 and store it as voice data, and an outline of the call as call content data. It functions as an input means for inputting.
[0010]
The server 3 provides an environment for providing these data for retrieval by the person-in-charge terminal 6 after obtaining the voice data and the call content data by the operator terminal 2. For example, the server 3 stores the received voice data and call content data in the voice database server 4 and the call content database server 5, respectively. At this time, the server 3 generates association information for associating both data and saves it for the convenience of later retrieval. In addition, the server 3 provides each person-in-charge terminal 6 with a search application for searching the person-in-charge terminal 6 for data stored in the voice database server 4 and the call content database server 5 as a server-side program. The person-in-charge terminal 6 stores WWW browser software, thereby enabling the search application provided from the server 3 to be activated.
[0011]
Next, the configuration of the operator terminal 2 will be described based on FIG. The operator terminal 2 includes a CPU 20 as a control device, a ROM 21, a RAM 22 and a hard disk drive (HDD) 23 as a storage device, a mouse 24 and a keyboard 25 as input devices, a display 26 and a speaker 27 as output devices. The operator terminal 2 also includes a signal conversion unit 28 that samples and encodes a voice signal obtained from the telephone terminal 1 and converts it into a digital voice signal, and an interface (I / F) 29 for connection to the LAN 7. ing.
[0012]
In addition to the basic software (OS) 23a, the HDD 23 stores a recording / playback application 23b, a voice compression application 23c, a character input application 23d, and the like as application software.
The recording / reproducing application 23b is an application for saving the digital audio signal transmitted from the signal converting unit 28 as, for example, a wav format audio file (wav file) and reproducing the wav file. That is, the recording / playback application 23b constitutes recording means together with storage means such as the RAM 24.
[0013]
The audio compression application 23c converts the saved wav file into a compressed file such as an ogg file in a predetermined compression format.
The character input application 23d is for an operator to input predetermined items with the mouse 24 or the keyboard 25 while listening to the contents of the call during the call. That is, the character input application 23d constitutes call content data input means together with an input device such as a mouse 24.
[0014]
Next, a procedure for acquiring voice data and call content data by the operator terminal 2 will be described with reference to FIGS. 3 and 4.
FIG. 3 shows an example of an execution screen displayed on the display 26 of the character input application 23d. On this execution screen, an item input field 31, a volume adjustment unit 32, and a recording instruction unit 33 are displayed.
The item input column 31 is a column for the operator to input predetermined items using the keyboard 25 while listening to the content of the caller's story on the telephone terminal 1. The item input field 31 includes fields such as a “title” input field 31a, a “product name” input field 31b, a “type” input field 31c, an “emergency” input field 31d, and a “summary” input field 31e. It is done. A pull-down button is provided at the right end of each of the fields 31a-31d other than the “Summary” input field 31e. By clicking this, a plurality of frequently selected options are displayed, and the operator can select an appropriate option from these. For example, when the pull-down button of the “Urgent Level” input field 31d is clicked, three options “high”, “medium”, and “low” are displayed as options indicating the urgent level, and any one can be selected.
[0015]
The volume adjustment unit 32 is for adjusting the volume during recording and reproduction. The operator can move the knob 32a in the left-right direction by dragging the knob 32a with the mouse 24, thereby adjusting the recording and playback volume.
[0016]
The recording instruction unit 33 includes various buttons 33a to 33f, and is used to instruct the recording / reproducing application 23b to record or reproduce the voice of a call on the telephone terminal 1. The Play button 33a is used to instruct the start of reproduction of the recorded voice. When the Play button 33a is pressed, the recording / playback application 23b is started and playback of the designated audio file is started. The Pause button 33b is used to instruct to pause recording and playback. The Stop button 33c is for instructing stop of recording and reproduction.
[0017]
The Rec button 33d is used to instruct the start of call recording. The Save button 33e is for instructing to convert the wav file into an ogg file which is a compressed file format and save it.
The Exit button 33f is clicked when the character input application 23d itself is terminated.
[0018]
The procedure for recording and recording call content data indicating the call content in the operator terminal 2 will be described with reference to the flowchart shown in FIG.
When there is an incoming call from the caller (S1) and the Rec button 33d is pressed (S2), the recording / playback application 23b starts generating a wav file (S3). On the other hand, in parallel with the start of the generation of the wav file, the operator starts inputting the contents as character data into the item input field 31 while making a call with the caller (S4). When the call with the caller ends (or there is no need to continue recording) and the Stop button 33c is pressed (S5), the wav file is saved in the RAM 22 (S6).
[0019]
Thereafter, when the Save button 33e is further pressed (S7), the voice compression application 23c is activated, and the wav file once stored in the RAM 22 or the like is converted into an ogg file and stored in the RAM 22 or the like (S8). At the time of saving, the ogg file is given a file name corresponding to the start date and time of the Wav file creation specified by the recording instruction unit 33. For example, when the ogg file is saved at 15:47:30 on June 12, 2003, the file name “2003-06-12_154730.ogg” is given.
[0020]
Thereafter, the character input application 23d converts the call content data input in the item input field 31 into a text file (txt file) and stores it in the RAM 22 or the like (S9). At this time, a file name similar to the file name assigned to the og file acquired at the same time is assigned to the txt file. For example, when the file name given to the ogg file is “2003-06-12_154730.ogg”, the file name of the corresponding txt file is “2003-06-12_154730.ogg”.
In this way, the operator terminal 2 completes the acquisition of the ogg file as the voice data and the txt file as the call content data. The operator can also check the contents of the ogg file by outputting the sound from the speaker 27 by pressing the play button 33a.
[0021]
Next, the storage operation of voice data and call content data in the database servers 4 and 5 in the server 3, the voice database server 4 and the call content database server 5 will be described with reference to FIG.
The operator terminal 2 that has acquired the ogg file and the txt file bearing the same file name accesses the server 3 and outputs SQL-Insert, which is a command for requesting uploading of these data (S11). Upon receiving the SQL-Insert, the server 3 requests the operator terminal 2 to input an ID and password for authentication (S12).
[0022]
If the ID and password are legitimate, the server 3 authenticates the operator terminal 6 as legitimate. Thereby, the operator terminal 6 can upload an ogg file and a txt file to the server 3 (S13). Thereafter, the server 3 generates association data for associating both the ogg and txt files and saves them for convenience of later retrieval (S14). Then, the server 3 stores the ogg file and the txt file in the voice database server 4 and the call content database server 5 respectively (S15).
As described above, the storage of the ogg file and the txt file in the voice database server 4 and the call content database server 5 is completed.
[0023]
Next, a configuration for retrieving call data composed of the ogg file and the txt file stored in the voice database server 4 and the call content database server 5 in this way from the person-in-charge terminal 6 will be described.
The server 3 provides each person-in-charge terminal 6 with a search application for retrieving data stored in the voice database server 4 and the call content database server 5 in the person-in-charge terminal 6 as a server-side program. Each person-in-charge terminal 6 can execute this search application by accessing the server 3.
FIG. 6 shows an example of a screen displaying a search result list by this search application. When each person-in-charge terminal 6 accesses the server 6, the server 3 searches for a txt file related to a call addressed to the owner of the person-in-charge terminal 6, and lists the search results as a search result list as shown in FIG. It is something to be up.
[0024]
FIG. 7 conceptually shows a procedure for searching and browsing the txt file and the ogg file by this search application.
First, the person-in-charge terminal 6 accesses the server 3 and then outputs a command SQL-Inquiry for requesting retrieval of data of a call addressed to the server 3 to the server 3 together with the ID and password (S21).
Upon receiving this command SQL-Inquiry, the server 3 searches the call content database 5 for a txt file addressed to the person-in-charge terminal 6 being accessed based on the input ID, and a list of search results is shown in FIG. As shown, it is displayed on the person-in-charge terminal 6 (S22).
[0025]
When the owner operating the person-in-charge terminal 6 looks at the search result list screen as shown in FIG. 6 and finds an item for which details are desired, the “detail” button 41 in the item is displayed. Is clicked with the mouse 24 (S23). As a result, the server 3 searches the call content database server 5 for the corresponding txt file and transmits it to the person-in-charge terminal 6. The owner of the person-in-charge terminal 6 can view the contents of the txt file by starting up viewer software (not shown).
[0026]
Further, when the owner of the person-in-charge terminal 6 looks at the search result list screen shown in FIG. 6 and finds an item for which he / she wants to hear the voice data of the call, the “play” button 42 in that item is displayed. Is clicked with the mouse 24. As a result, the server 3 searches the voice database server 4 for the corresponding ogg file based on the stored association data (S14 in FIG. 5), and transmits it to the person-in-charge terminal 6. The person-in-charge terminal 6 can listen to the call stored in the ogg file by starting up sound reproduction software (not shown).
As described above, in the present embodiment, an ogg file widely used as a voice compression file is stored in the voice database server 4 and stored in the call content database server 5 separately from the txt file including the call content. Therefore, even when the ogg file is diverted to other uses, it can be reproduced by a general audio reproduction application without performing a special file conversion operation or the like.
[0027]
[Modification]
As mentioned above, although embodiment of invention was described, this invention is not limited to this. For example, in the above embodiment, the ogg file and the txt file are associated with each other by the file name. For example, the creation date / time data indicated in the property is obtained for the corresponding ogg file and the txt file, and this creation is performed. Both files may be associated based on the date / time data. In this case, the file names of both corresponding files need not be the same.
[0028]
In the above embodiment, the voice compression application 23c is stored in the HDD 23 of the operator terminal 2. However, the server 3 includes such a voice compression application, and the server 3 performs the conversion operation to the og file. It may be entrusted.
In the above embodiment, the content of the call is input using the mouse 24 or the keyboard 25 by the character input application 23d. However, for example, voice recognition software is provided and recognized. It is also possible to convert the voice to characters and use the characters as call content data.
In the above embodiment, the operator terminal 2 and the server 3 are connected to each other via the LAN 7, but the operator terminal 2 is a stand-alone, ie, a terminal that is not connected to the network, and the data acquired by the operator terminal 2 is stored on the DVD. -It may be recorded on a transportable recording medium such as a RAM or a CD-R and handed to the server 3 offline.
[0029]
【The invention's effect】
As described above, since the voice data is stored in the voice database and the call content data is stored separately in the call content database, the voice data can be easily transferred to another application, and the search can be performed by using the association information. It can be done easily.
[Brief description of the drawings]
FIG. 1 shows a computer network 100 to which a call recording system according to an embodiment of the present invention is applied.
2 shows a configuration of the operator terminal 2 shown in FIG.
FIG. 3 shows an example of an execution screen of a character input application 23d executed on the operator terminal 2.
FIG. 4 is a flowchart showing a procedure for recording and recording call content data indicating call content and storing in the operator terminal 2;
FIG. 5 is a conceptual diagram showing an operation of storing voice data and call content data in the database servers 4 and 5 by the server 3;
6 shows an example of a screen displaying a search result list by a search application provided to the person-in-charge terminal 6 by the server 3. FIG.
7 conceptually shows a procedure for searching and browsing a txt file and an ogg file by a search application provided to a person-in-charge terminal 6 by a server 3. FIG.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 100 ... Computer network, 1 ... Telephone terminal, 2 ... Operator terminal 3 ... Server, 4 ... Voice database server, 5 ... Call content database server, 6 ... Person in charge terminal 7 ... LAN, 20 ... CPU, 21 ... ROM, 22 ... RAM, 23 ... hard disk drive, 24 ... mouse, 25 ... keyboard, 26 ... display, 27 ... Speaker, 28 ... Signal conversion unit, 29 ... Interface, 31 ... Item input column, 32 ... Volume adjustment unit, 33 ... Recording etc. instruction unit.

Claims (3)

A telephone terminal connected to the telephone network;
Recording means for recording a call via the telephone terminal and acquiring it as voice data;
Instruction means for instructing start and end of recording by the recording means;
Call content data input means for inputting call content data including data of the outline of the call;
An audio database for storing the audio data;
A call content database for storing the call content data;
Association information generating means for generating association information for associating the voice data with the call content data in relation to the time when the instruction is given by the instruction means;
Search means for searching the call content data from the call content database based on a search condition and searching the voice data from the voice database based on the association information relating to the searched call content data. A call recording system characterized by comprising. The voice data is added with time data indicating the time when the instruction means instructs to start or end recording, and the association information adding means is created at a time common to the time indicated by the time data. The call recording system according to claim 1, wherein the call content data is associated with the voice data. 3. The call recording system according to claim 1, wherein the association information generating unit assigns the same file name as the association information to a file including the audio data and a file including the call content data.

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