JP2006042274A - Call recording system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve the efficiency of retrieval of contents of a recorded call between an IP telephone terminal and a voice response system using an identification number of a speaker as a key. <P>SOLUTION: A call recording system is provided with: a call packet recording means for time-sequentially recording a call packet with a user IP telephone terminal in the unit of a record; a retrieval information recording means for recording connection information containing times of connection with and disconnection from the user IP telephone terminal; a search key recording means for recording an identifier of the record in association with a time of creation of the record; an identifier accepting means for accepting a user identifier from the user IP telephone terminal; an authentication means for authenticating the accepted user identifier; an identifier recording means for recording the authenticated user identifier while containing it in the connection information; and a retrieval reproduction means for extracting the record corresponding to the identifier of the record from the call packet recording means and performing audio reproduction of a packet corresponding to the retrieved connection information contained in the record. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a call recording system that performs a voice response service using VoIP (Voice over IP) and records and reproduces the contents of a call, and particularly relates to a technique for searching for a call to be reproduced.

  A telephone system using the Internet protocol (IP) has been put into practical use, and various related technologies have been proposed. For example, Patent Document 1 discloses a call recording system in an IP telephone system.

  The call recording system disclosed in Patent Document 1 controls to exchange voice packets exchanged between IP phone terminals via a call recording server when a recording request is made for a call between IP phone terminals. Thus, the introduction cost can be reduced and the influence on the existing IP network can be suppressed.

In addition, application of an IVR (Interactive Voice Response) device, which is a voice response system, to an IP telephone system has also been put into practical use. In this case, it may be possible to record the call between the IP phone terminal and the IVR device in the same manner as the call between the IP phone terminals.
JP 2003-46646 A

  In general, in order to enjoy the voice response service of the IVR device, it is possible to register as a user in advance and receive the voice response service after inputting the identification number given to the user with a PB signal or the like. Well done.

  For this reason, when searching for the content of a call between the recorded IP phone terminal and the IVR device later, it is convenient if the call to be searched can be specified by the identification number of the caller.

  However, since the identification number of the caller is irrelevant to connection information such as an IP address, a port number, and a connection time, it must be searched from a group of packets exchanged between the IP telephone terminal and the IVR device. . Furthermore, the packet group may include an inaccurate identification number due to a caller's operation error or the like in addition to the authenticated identification number. That is, when an inaccurate identification number is accepted, the identification number is re-input, so that a PB signal having a plurality of identification numbers can be recorded for one call, and efficient search is impaired. .

  SUMMARY OF THE INVENTION An object of the present invention is to improve the search efficiency when a call content between a recorded IP telephone terminal and a voice response system is searched using a caller's identification number as a key.

In order to solve the above problems, according to the present invention,
A call recording system that performs a voice response service using VoIP (Voice over IP) and records and reproduces the contents of a call with a user IP phone terminal,
Call packet recording means for recording call packets with a user IP telephone terminal in record units in a time series;
Search information recording means for recording connection information including connection time and disconnection time with the user IP telephone terminal;
Search key recording means for recording the record identifier in association with the record creation time;
Identifier accepting means for accepting a user identifier from a user IP telephone terminal;
An authentication means for authenticating the received user identifier;
An identifier recording means for recording an authenticated user identifier in the connection information;
When a user identifier is accepted as a search key, connection information is retrieved from the search information recording means, and based on the connection time and disconnection time included in the retrieved connection information, the record identifier is retrieved from the search key recording means. And a search / reproduction unit that extracts a record corresponding to the identified record identifier from the call packet recording unit and reproduces a voice of the packet corresponding to the retrieved connection information included in the record. A call recording system is provided.

  Embodiments of the present invention will be described with reference to the drawings.

  FIG. 1 is a block diagram showing an example of the configuration of a VoIP network including a call recording system 10 to which the present invention is applied. As shown in the figure, the VoIP network is configured by connecting an IP telephone terminal 100 and a call recording system 10 via an IP telephone network 200 provided by a communication service provider (carrier). Although only one IP telephone terminal 100 is shown in the drawing, a plurality of IP telephone terminals 100 are actually connected to the IP telephone network 200.

  The call recording system 10 provides a voice response service using VoIP, and the IP telephone terminal 100 is a telephone terminal device used by a person who enjoys the voice response service. A person who enjoys the voice response service is registered in advance as a subscriber in the call recording system 10 and is assigned a subscriber ID.

  The call recording system 10 performs a VoIP call with the IP telephone terminal 100 and provides a voice response service for a PB (Push Button) signal input from the IP telephone terminal 100 or a voice input. The call recording system 10 also has a function of recording a call with the IP telephone terminal 100 and a function of searching for and playing back the recorded call.

  Therefore, the call recording system 10 includes a router / SW 20, an IVR (Interactive Voice Response) device 30, an RTP (Real-time Transport Protocol) recording device 40, an NTP (Network Time Protocol) server 50, and a data recording device. 60, a search / playback device 70, and a subscriber management host 80.

  The router / SW 20 is a relay device for connecting to the IP telephone network 200. The router / SW 20 has a mirroring function, and outputs a VoIP packet exchanged between the IP telephone terminal 100 and the IVR 30 to the RTP recording device 40.

  The IVR device 30 performs an automatic voice response process for a call from the IP telephone terminal 100. Specifically, in accordance with a predetermined response rule, the input guide voice for the subscriber is reproduced, or the voice is reproduced for the response of the PB signal (DTMF: Dial Tone Multi Frequency) from the IP telephone terminal 100. .

  The IVR device 30 is assigned an IP telephone number from the carrier, and call control such as incoming call disconnection uses SIP (Session Initiation Protocol). The IVR device 30 includes two LAN ports for carriers. One is for SIP and the other is for RTP voice packets. The IVR device 30 processes RTP calls from a plurality of IP telephone terminals 100 in multiple channels, and a telephony board is mounted to control the multiple channels. Note that the channel number is defined in advance in association with the IP address / port number for RTP.

  In this embodiment, the IVR device 30 analyzes the PB signal from the IP telephone terminal 100 and makes a voice response. However, the IVR apparatus 30 has a voice recognition function and analyzes the utterance from the IP telephone terminal 100. A voice response may be made.

  The RTP recording device 40 acquires a voice packet transmitted / received through the RTP LAN port of the IVR device 30 using the mirroring function of the router / SW 20 and stores it in the data recording device 60. The RTP recording device 40 records both the voice packet sent from the IP telephone terminal 100 to the IVR device 30 and the voice packet sent from the IVR device 30 to the IP telephone terminal 100 in the RTP recording device 40.

In the present embodiment, the IVR device 30 and the RTP recording device 40 are used in pairs, and a plurality of this set can exist in the call recording system 10. The NTP server 50 is the time of each device in the call recording system 10. The process for synchronizing is performed. That is, in this embodiment, since the time information is used for the search of the call record, the NTP server 50 is provided so as to perform a uniform time measurement in the call record system 10. Of course, the time of each device in the call recording system 10 may be synchronized by other methods.

  The data recording device 60 records a call between the IP telephone terminal 100 and the IVR device 30 and information for searching for the call. Therefore, the data recording device 60 stores an RTP recording file 61, a search key recording file 62, and a search information file 63. Among these, the RTP recording file 61 and the search key recording file 62 are written by the RTP recording device 40, and the search information file 63 is written by the IVR device 30.

  The data recording device 60 can be, for example, a NAS (Network Attachied Storage) dedicated to a file server, and the IVR device 30 and the RTP recording device 40 use the CIFS (Common Internet File System) to record data. The file of the device 60 can be accessed.

  The search / playback device 70 receives a search key designation from the operator, searches for the corresponding call data from the data recording device 60 and plays it back. The search key can be, for example, a subscriber ID, a call time, a call channel number, a caller number, and the like.

  The subscriber management host 80 is connected to the IVR device 30 and manages information related to the subscriber of the voice response service. In particular, the IVR device 30 determines whether or not the subscriber ID received from the IP telephone terminal 100 is correct. Therefore, a subscriber ID file 81 is provided. In the subscriber ID file 81, at least subscriber IDs for registered subscribers are recorded. In the subscriber ID file 81, authentication information for authenticating the subscriber, for example, a password or the like may be recorded in association with the subscriber ID. The subscriber management host 80 also performs processing for transmitting information necessary for the business operation of the voice response service to the IVR device 30 as necessary.

  Next, the functional configuration of the IVR apparatus 30 will be described with reference to the block diagram of FIG. As shown in the figure, the IVR device 30 includes a VoIP receiver 31, an RTP analyzer 32, a VoIP transmitter 33, a controller 34, a business unit 35, a voice data unit 36, and a search information file storage unit. 37, a voice analysis unit 38, and a host communication unit 39.

  The VoIP receiver 31 receives the VoIP packet from the router / SW 20, and identifies the type of the received packet, specifically, whether it is a SIP method or RTP. When the received VoIP packet is RTP, the RTP analysis unit 32 analyzes the content. The VoIP transmission unit 33 performs a process for outputting a response voice packet to the IP telephone terminal 100. The control unit 34 performs control of the IVR device 30, for example, SIP call control processing, D / A conversion processing, and the like. Details of the SIP call control process performed by the control unit 34 will be described later. The business unit 35 performs a process for specifying the voice to be reproduced in accordance with the contents of the voice response service performed by the IVR device 30. The voice data unit 36 stores voice data for voice response. When the received VoIP packet is SIP call control, the search information file storage unit 37 stores information related to the connection processed by the control unit 34 in the search information file 63. The voice analysis unit 38 performs a DTMF analysis process on the PB signal received from the IP telephone terminal 100. The host communication unit 39 communicates with the subscriber management host 80.

  Next, the functional configuration of the RTP recording apparatus 40 will be described with reference to the block diagram of FIG. As shown in the figure, the RTP recording device 40 includes a VoIP detection unit 41, a control unit 42, an RTP recording unit 43, and a search key recording unit 44.

  The VoIP detecting unit 41 monitors the RTP port of the paired IVR device 30 and detects the RTP packet. When the RTP packet is detected, the VoIP detection unit 41 refers to the IP header, and based on the transmission source IP address and the transmission destination address, the RTP packet is transmitted from the IP telephone terminal 100 to the IVR device 30. Or an RTP packet sent from the IVR device 30 to the IP telephone terminal 100. The control unit 42 controls various processes in the RTP recording device 40. The RTP recording unit 43 records the received RTP packet in the RTP recording file 61 of the data recording device 60 under the control of the control unit 42. The RTP recording unit 43 stores RTP packets in time series. When the IVR device 30 is talking over multiple channels, the packets for the channels are stored. At this time, each channel may be stored in the RTP recording file 61, or may be stored in the RTP recording file 61 in a lump.

  At this time, the control unit 42 may not record a silent packet. In this case, for example, the control unit 42 refers to data of a predetermined plurality of bytes in the packet. If all indicate silence, the control unit 42 recognizes that the packet is silent, and stores it in the RTP recording file 61. Avoid saving. However, the number of times a silent packet continues is recorded so that a silent time can be reproduced during reproduction.

  In this embodiment, the RTP recording unit 43 includes a buffer, and stores the packet group accumulated in the buffer as one record in the RTP recording file 61 when the buffer is filled.

  When the RTP recording unit 43 creates a record in the RTP recording file 61, the search key recording unit 44 records the record number and the record creation time in the search key recording file 62.

  That is, the RTP recording file 61 and the search key recording file 62 have a relationship as shown in FIG. In this figure, a search key recording file 62 stores a record creation time 62a and a record number 62b, and an RTP recording file 61 stores an RTP packet group 61b corresponding to the record number 61a.

  Next, processing of the IVR device 30 in the present embodiment will be described with reference to the flowcharts of FIGS.

  FIG. 4 is a flowchart for explaining characteristic processing when the IVR device 30 receives a packet.

  When the IVR device 30 receives a packet at one of the SIP and RTP ports (S101), the IVR device 30 determines whether the packet is SIP or RTP (S102). As a result, if the packet is SIP, the method is analyzed to determine whether it is an incoming call or a disconnection (S104, S106).

  If the received packet is an SIP incoming method (INVITE) (S104: Y), call control processing is performed and information related to the connection is recorded in the search information file 63 of the data recording device 60 (S105).

  FIG. 6 is a diagram illustrating an example of the data structure of the search information file 63. In this figure, the search information file 63 stores a start time 63a, an end time 63b, a channel number 63c, an IP address 63d, a port number 63e, a caller number 63f, a subscriber ID 63g, a reception number 63h, and a PB signal log 63i. The search information file 63 is recorded in units of one call from an incoming call to a disconnection from a certain subscriber.

  At the time of incoming call processing, start time 63a, channel number 63c, IP address 63d, port number 63e, and caller number 63f are recorded in search information file 63.

  That is, the connection start time is recorded as the start time 63a, the channel number 63c is recorded based on the connected port number, and the IP address 63d, port number 63e, and caller number 63f are recorded based on the SIP header information. Record.

  On the other hand, if the received packet is a SIP disconnect method (BYE) (S105: Y), disconnect processing is performed, and the time when the connection is ended is recorded in the end time 63b of the search information file 63 (S107).

  If the received packet is RTP, RTP processing (S103) is performed. FIG. 5 is a flowchart for explaining the RTP process.

  In the RTP process, first, a subscriber ID is received from the IP telephone terminal 100. Therefore, it is determined whether the subscriber ID has already been accepted (S201).

  As a result, when the subscriber ID is not received (S201: N), the subscriber ID receiving process is performed (S202). In the subscriber ID reception process, a voice guide for inputting the subscriber ID is reproduced, and a PB signal from the IP telephone terminal 100 is waited for. That is, a subscriber who is a user of IP telephone terminal 100 inputs a subscriber ID assigned in advance by a PB signal according to the voice guide.

  When receiving the subscriber ID, the IVR device 30 communicates with the subscriber management host 80 and inquires whether the received subscriber ID is a registered correct subscriber ID (S203). At this time, the subscriber ID may be authenticated using authentication data such as a password in addition to the subscriber ID.

  As a response, when a notification that the received subscriber ID is not correct is received from the subscriber management host 80 (S204: N), the subscriber ID receiving process is performed again (S202).

On the other hand, when the notification that the received subscriber ID is correct is received from the subscriber management host 80 (S204: Y), the subscriber ID is recorded in the subscriber ID 63g of the search information file 63 (S205). Thus, in this embodiment, the authenticated correct subscriber ID can be recorded in the search information file 63. This subscriber ID becomes an effective search key when searching for a voice call between the IP telephone terminal 100 and the IVR device 30.
Similarly, a reception number that is valid as a search key will be described. In order for the user of the IP telephone terminal 100 to finally confirm the input content, the IVR device 30 repeats the input content and announces the reception number. If the content is correct, the user of the IP telephone terminal 100 inputs the receipt number. The IVR device 30 records the receipt number in the receipt number 63h of the search information file 63.

  When the subscriber ID has already been received (S201: Y), the IVR device 30 performs business processing and provides an automatic voice response service to the subscriber who is the user of the IP telephone terminal 100. Specifically, a PB signal is received from IP telephone terminal 100, the PB signal is analyzed, and a voice response is made according to a predetermined rule. These RTP packets are monitored by the RTP recording device 40 and recorded in the RTP recording file 61 in record units in time series. In practice, a PB signal is composed of a plurality of RTP packets. Therefore, the IVR device 30 includes a hangar that stores received packets.

  In the IVR device 30, it is desirable to record the PB signal received from the IP telephone terminal 100 as log information in the PB signal log 63 i of the search information file 63. Although this information is not indispensable, by recording the content of the PB signal recognized by the IVR device 30 separately from the monitor content of the RTP recording device 40, the accuracy of the recorded content is further improved.

  In this way, the voice call recording between the IVR device 30 and the IP telephone terminal 100 is stored in the RTP recording file 61, and information related to the connection is stored in the search information file 63.

  Next, a description will be given of processing for searching and reproducing a voice call record between the IVR device 30 and the IP telephone terminal 100 stored in the RTP recording file 61. FIG.

  FIG. 8 is a diagram illustrating an example of a search / playback screen 500 provided by the search / playback apparatus 70. In this figure, the search reproduction screen 500 includes a search screen 501 and a result screen 502.

  On the search screen 501, a column for inputting a search key and a search execution button 501a are arranged. In this embodiment, the search key can be, for example, a subscriber ID, a reception number, a time range, a channel number, and a caller number. However, some of these may be used.

  FIG. 9 is a block diagram illustrating processing of the search / playback device 70 when a click on the search execution button 501a is received.

  When receiving the click of the search execution button 501a, the search / playback device 70 refers to the search information file 63 of the data recording device 60 and extracts search information corresponding to the input search key (S301).

  Then, information based on the start time 63a, end time 63b, channel number 63c, and the like stored in the extracted search information is displayed on the result screen 502. When a click on the play execution button 502a is received on the result screen 502, the start record number and end record number of the record group corresponding to the extracted search information among the records recorded in the RTP recording file 61 are searched. The key recording file 62 is specified with reference to the key recording file 62 (S302, S303).

  Here, each RTP packet is recorded in the RTP recording file 61 in record units in time series. Therefore, the start record number is specified in the search key recording file 62 by the record number 62b corresponding to the latest record creation time 62a after the start time 63a of the extracted search information. The end record number is specified by the record number 62b corresponding to the latest record creation time 62a after the end time 63a of the extracted search information in the search key recording file 62.

  Thereby, since the start record number and the end record number are specified, the RTP packet group 61b including the RTP packet corresponding to the extracted search information can be grasped from the RTP recording file 61.

  The RTP packet group 61b includes a packet of a channel other than the search target call, a call packet with another IP telephone terminal 100, and the like. A packet is extracted (S304). This extraction can be performed by extracting a packet using the channel number, IP address, and port number corresponding to the extracted search information.

  Since the extracted RTP packets are arranged in chronological order, they are converted to audio format in order and reproduced (S305). At this time, only the voice from the IP telephone terminal 100 may be reproduced. If silence is recorded, silence is continued for the corresponding time in order to clarify the correspondence between responses.

  The search / playback device 70 preferably stores the search history information. Thereby, the history information searched last time with the same subscriber number can be displayed on the result screen 502 as the inquiry status 502b of the same subscriber, and the status of the subscriber can be easily grasped.

It is a block diagram which shows an example of a structure of the VoIP network containing the call recording system 10 to which this invention is applied. 3 is a block diagram for explaining a functional configuration of an IVR device 30. FIG. 3 is a block diagram for explaining a functional configuration of an RTP recording apparatus 40. FIG. It is a flowchart for demonstrating the characteristic process at the time of the IVR apparatus 30 receiving a packet. It is a flowchart for demonstrating RTP process. 6 is a diagram illustrating an example of a data structure of a search information file 63. FIG. It is a figure which shows the data structure of the RTP recording file 61 and the search key recording file 62. FIG. It is a figure which shows an example of the search reproduction screen 500 which the search reproduction apparatus 70 provides. It is a block diagram explaining the process of the search reproduction | regeneration apparatus 70 when the click of search execution button 501a is received.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 ... Call recording system, 20 ... Router / SW, 30 ... IVR apparatus, 31 ... VoIP receiving part, 32 ... RTP analysis part, 33 ... VoIP transmission part, 34 ... Control part, 35 ... Business part, 36 ... Voice data part 37 ... Search information file storage unit, 38 ... Voice analysis unit, 39 ... Host communication unit, 40 ... RTP recording device, 41 ... VoIP detection unit, 42 ... Control unit, 43 ... RTP recording unit, 44 ... Search key recording unit 50 ... NTP server, 60 ... data recording device, 61 ... RTP recording file, 62 ... search key recording file, 63 ... search information file, 70 ... search playback device, 80 ... subscriber management host, 81 ... subscriber ID file , 100 ... IP telephone terminal, 200 ... IP telephone network

Claims (3)

A call recording system that performs a voice response service using VoIP (Voice over IP) and records and reproduces the contents of a call with a user IP phone terminal,
Call packet recording means for recording call packets exchanged with a user IP telephone terminal in units of records in a time series;
Search information recording means for recording connection information including connection time and disconnection time with the user IP telephone terminal;
Search key recording means for recording the record identifier in association with the record creation time;
Identifier accepting means for accepting a user identifier from a user IP telephone terminal;
An authentication means for authenticating the received user identifier;
An identifier recording means for recording an authenticated user identifier in the connection information;
When a user identifier is received as a search key, connection information is retrieved from the search information recording means, and based on the connection time and disconnection time included in the retrieved connection information, the record identifier is obtained from the search key recording means. And a search / reproducing unit that extracts the record corresponding to the identified record identifier from the call packet recording unit and reproduces the voice of the packet corresponding to the searched connection information included in the record. A call recording system characterized by that. The call recording system according to claim 1,
The call recording system, wherein the identifier receiving means receives the user identifier by DTMF (Dial Tone Multi Frequency). The call recording system according to claim 1,
The call packet recording means determines whether or not the call packet is silent, and does not include the packet determined to be silent in the record.

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