JP2006094260A - Call recording device and call recording system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To efficiently search for a call record of a wanted operator. <P>SOLUTION: The call recording device converts the contents of a call of an operator at a call center 400 into data for recording. The device comprises an operator identification information acquiring part 32 for acquiring identification information for identifying each operator, and a sound recording management part 33 which generates, for management, a voice file in which the operator identification information is associated with voice data in which the contents of call of an operator represented by acquired operator identification information are converted into data. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a call recording apparatus and a call recording system for recording the contents of an operator's call in a call center.

  An operator for answering a call from a customer is waiting at the call center. In the call center, the contents of the call between the customer and the operator are recorded, and the contents of the call are used as evidence when an accident occurs and for verifying the contents of the telephone reception. In order to record the call contents, each call recording device is provided corresponding to each telephone, that is, the call contents are recorded for each telephone.

By the way, facilities such as a telephone set and a call recording device provided in a call center are shared by a plurality of operators in order to operate efficiently. However, since the contents of the call are recorded for each telephone, when the recorded call contents are reproduced, it is impossible to efficiently search for a desired operator's call recording, which is a problem.
Accordingly, it is an object of the present invention to provide a call recording device and a call recording system that can efficiently search for a call recording of a desired operator.

The present invention adopts the following configuration in order to solve the above points.
In a call recording device that records and records operator call contents in a call center, an operator identification information acquisition unit that acquires identification information for identifying each operator, and operator call contents indicated in the acquired operator identification information are data A recording management unit that generates and manages a voice file in which the operator identification information is associated with the converted voice data.

  In a call recording system in which a call recording apparatus for recording and recording operator call contents in a call center is connected to a network, the call recording unit acquires an identification information for identifying each operator. And a recording management unit that generates and manages a voice file in which the operator identification information is associated with voice data in which the call contents of the operator indicated in the acquired operator identification information are converted into data, and The network is characterized in that a call recording server for storing the voice file and a management server for managing management information for searching for a voice file stored in the call recording server are connected.

  According to the call recording apparatus of the present invention, operator identification information for identifying an operator is managed in association with voice data obtained by converting call contents into data. Recordings can be searched efficiently.

Embodiments of the present invention will be described below with reference to the drawings.
Call recording system according to the present invention, which records call contents as a technology that fuses a computer called a CTI (Computer Telephony Integration) in a call center that accepts inquiries about product purchases, application for various services, complaints, etc. Will be described in detail.

  A call recording system 10 of the present invention is shown in FIG. Prior to the description of the call recording system 10 of the present invention, a communication concept between a call center provided with the call recording system and a customer (user) will be described with reference to FIG.

  As shown in the communication conceptual diagram of FIG. 2, a customer (user) telephone 200 is connected to a call center 400 via an external line via a public line network 300. The call center 400 is provided with a call system 500, and an external line from the public line network is connected to the call system 500. The call system 500 has a connection exchange function between each outside line and each extension a, b, c in the call center, and each extension is provided with each call terminal (telephone) a, b, c, Operators a, b, and c are assigned to the call terminals a, b, and c, respectively, and perform telephone calls from users.

  The call center 400 is provided with a plurality of call terminals. FIG. 1 shows an excerpt of a system for recording the contents of a call between the operator a who uses the call terminal a and the user, and its functional block is shown. The call recording system of the present invention will be described.

  As shown in FIG. 1, the call recording system 10 of the present invention is connected to a call system 500, a call terminal (telephone) 20 connected to the call system by extension, and the call system 500 via a network 60. , A personal computer (hereinafter simply referred to as a PC) 30 for inputting contents of a call at the call terminal and connecting to the network 60, and a call recording server 40 and a management server 50 connected to the network. .

  The call system 500 includes an external line from the public line network 300 to which the user's telephone 200 is connected, an internal line a to which the telephone line with the external line is connected and connected to the telephone terminal a of the operator a, a network 60 is connected. The call system 500 has a call switching function for connecting a telephone incoming from an external line to a telephone in a non-call state in each telephone connected to each extension, and is connected to the telephone 20 connected to the extension and the external line. When the end of a call with the user's telephone is detected, a function for notifying a PC 30 connected via the network 60 of a call end signal is also provided.

The telephone 20 is connected to a telephone device in which a sound collecting microphone called a headset and a headphone are integrally provided as necessary, and an operator a can make a call using the headset.
The PC 30 is connected to a monitor (not shown) as a display unit and a keyboard and a mouse as an input unit. The PC 30 generates audio data converted into digital data based on the audio signal, and generates desired data. An audio board 31 is provided for converting audio data into analog data and outputting the analog data.

  Further, the PC 30 has an operator identification information acquisition unit 32 for acquiring operator identification information for identifying an operator, and a recording management for generating and managing a voice data file in which the operator identification information is associated with the generated voice data. A unit 33, an audio file storage unit 34 for holding the generated audio file, and a recording / reproducing unit 35.

  The voice board 31 is connected to the telephone 20 via a cable for voice, and generates the voice data by converting the contents of the call acquired via the voice cable into digital data, and outputs an analog signal based on the voice data. It has a function of generating and reproducing the recorded call contents by supplying the analog signal to a speaker. In addition, the voice board 31 that has acquired the call end signal from the call system 500 stops the recording of the call content, that is, ends the generation of the voice data. Thereby, voice data for one call is generated.

The operator identification information acquisition unit 32 has a function of acquiring a unique identification number and an identification symbol assigned to each operator from the operator via a keyboard.
The recording management unit 33 creates a sound file in which the identification information of the operator a is associated with the sound data created by the sound board 31. That is, an audio file in which operator identification information is incorporated in the file name is created. Since the operator identification information is incorporated in the file name, the voice file can be searched based on the identification information of the desired operator.

  The search / playback unit 35 searches for a desired audio file from the audio file held in the audio file storage unit 34 based on the operator number acquired from the operator and the recording date and time. Then, the audio data of the audio file is supplied to the audio board 31. The audio board 31 converts the digital data into analog signals based on the supplied audio data to generate an audio signal, and supplies the audio signal to a speaker to reproduce the recorded call contents.

  The created audio file is held in the audio file storage unit 34 for a short time for about one day, and then held in the call recording server 40 connected to the network 60 for a long time. The voice files held by the call recording server 40 are the respective voice files in which the call contents are recorded at the respective call terminals a, b, c used by the respective operators a, b, c. In order to manage these voice file groups, the management server 50 holds and manages an index (file name) of the voice file held in the call recording server 40, and searches for a desired voice file based on this index. can do.

Next, the recording operation of the call recording system 10 of the present invention will be described with reference to the flowchart of FIG.
The operator a inputs the assigned operator number by using the keyboard on the PC 30 (step S1). That is, the operator identification information acquisition unit 32 performs screen control on the monitor connected to the PC 30, and the operator number input guidance screen is displayed on the monitor. The operator a is the operator number input guidance displayed on the monitor. When an operator number is input with the keyboard according to the screen, the entered operator number is acquired by the operator identification information acquisition unit 32 and held in a storage unit (not shown).

  When the user places a call to the call center 400, the call line is connected to the telephone in the non-calling state in the call center 500 in the call center call system 500 (step S2). In this embodiment, a telephone line is connected to the telephone 20 used by the operator a. When the line is connected, a message to that effect is sent to the PC 30 via the call system 500, and the contents of the call between the user and the operator a are supplied to the voice board 31 of the PC 30 via the voice cable.

  The audio board 31 converts the audio signal into digital data based on the line connection signal and starts generating audio data (step S3). The recording management unit 33 causes the audio file storage unit 34 to store the audio data whose data amount increases as the call time elapses as an audio file (step S4). Specifically, the recording management unit 33 creates a file name combining the operator identification number acquired from the operator and the current date and time acquired from the time management unit (not shown), and associates the created file name with the audio data. An audio file is created and stored in the audio file storage unit 34.

  When the call is finished, an end signal from the telephone 20 is sent to the call system 500, and sent from the call system 500 to the PC 30 via the network. In the PC 30, the generation of the audio data in the audio board 31 is stopped based on the end signal, and the generation of one audio file is completed.

  Here, the audio file name created by the recording manager 33 will be described in detail. For example, if the operator number is 3 digits 678 and the call start time is 12:34 on November 29, 2004, the recording management unit 33 (4 digits a year, 2 digits a month, 2 digits a day) _ ( A file name of 20041129_1234_678 is generated in accordance with 2 digits for hour and 2 digits for minute) _ (2 digits for operator number). Thus, since the operator name that can identify the operator is indicated in the file name, the operator can be searched based on the operator number, and the recording start time is also indicated. Based on the time, an audio file recorded and created in a time zone including the time can be searched.

  The audio file held in the audio file storage unit 34 is transferred to the call recording server 40 at a predetermined time, for example, every day, and an index is provided to manage the audio file held in the call recording server 40 by the management server 50. Created and maintained (step S5).

  Next, a search for the created voice file, that is, an operation for searching for and playing back a voice file in which the recorded call contents are shown will be described with reference to FIG.

  A search / playback screen controlled by the search / playback unit 35 is displayed on the monitor as shown in FIG. The search reproduction screen displays a guidance display for accepting inputs such as an operator number, a search target date, and a search target time, and a search result of an audio file based on these search conditions, and is displayed in the search result. A desired audio file is selected from the recorded audio file using a mouse such as a pointing device, and a playback button for starting playback of the recorded call contents based on the audio data indicated in the selected audio file is displayed. Has been.

  When the clerk inputs the operator number, date, and date / time according to the guidance screen (step S10), the input information is sent to the search / playback unit 35. The search / playback unit 35 that has acquired the search parameters searches for a desired audio file from the audio file storage unit 34 based on these search conditions (step S11). The search / playback unit 35 performs control to display the search result on the monitor (step S12). When the attendant designates a desired audio file from the search result displayed on the monitor and instructs the reproduction of the audio data of the designated audio file (step S13), the search / playback unit 35 performs the audio of the instructed audio file. The data is supplied to the voice board 31. The voice board 31 converts the digital data into analog data based on the supplied voice data to generate a voice signal, and the voice signal is supplied to the speaker to record the recorded call contents. Playback is performed (step S14).

  By the way, for example, when only the operator number and date are input as search conditions in the search condition, if the time is not specified as the search condition, a plurality of audio files on the date can be displayed in the search result. In such a case, the attendant arbitrarily designates an audio file from the search result, and reproduces the audio data indicated in the designated audio file.

  By the way, by providing the management server 50 with the function of the search / playback unit 35 described above, a desired content can be obtained from the voice file group of the call recording server 40 created by recording the call contents at each call terminal connected to each extension. It is possible to search a voice file in which the call contents of the operator are recorded and reproduce the recorded call contents based on the voice data shown in the voice file.

  As described above, according to the call recording system 10 of the present invention, a voice file in which an operator number for identifying an operator is associated with voice data in which the contents of a call between a user and an operator are recorded is generated and held. Thus, even when one telephone 20 is shared by a plurality of operators and the contents of the call are recorded, a voice file in which the call contents of a desired operator are recorded is searched based on the operator number, and the voice file The contents of the call can be reproduced based on the audio data.

1 is a block diagram of a call recording system of the present invention. It is a conceptual diagram of a communication line. It is a flowchart of a recording operation. It is a figure which shows a search reproduction | regeneration screen. It is a flowchart of reproduction | regeneration operation | movement.

Explanation of symbols

10 Call recording system 20 Telephone 30 PC
31 Voice board 32 Operator identification information acquisition unit 33 Recording management unit 34 Audio file storage unit 35 Search / playback unit 40 Call recording server 50 Management server 60 Network

Claims (2)

In a call recording device that records and records operator call content in a call center,
An operator identification information acquisition unit for acquiring identification information for identifying each operator;
A call management unit for generating and managing a voice file in which the operator identification information is associated with voice data obtained by converting operator call contents shown in the acquired operator identification information into data. Recording device. In a call recording system in which a call recording device that records and records operator call contents in a call center is connected to a network,
The call recording device is
An operator identification information acquisition unit for acquiring identification information for identifying each operator;
A recording management unit that generates and manages a voice file in which the operator identification information is associated with voice data in which the call contents of the operator indicated in the acquired operator identification information are converted into data;
A call recording system for storing the voice file and a management server for managing management information for searching for a voice file stored in the call recording server are connected to the network. .

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