JP2006074689A - Information processing system, information processing apparatus, information processing method, recording medium and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To transport a message, in voice, to a desired person, such as a person in charge of client services, while suppressing increase in temporal limitations or communication cost. <P>SOLUTION: A server for use in an information processing system is provided a recording unit (107) for storing voice message from a client on a voice message DB (108); a voice-selecting unit (111) for partially selecting the voice message; a voice file generating unit (112) for generating a voice file, based on the selected voice message; and a transmitting unit (116) for attaching the generated voice file to electronic mail and transmitting the electronic mail via a network. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an information processing system, an information processing apparatus, an information processing method, a recording medium, and a program, and more particularly to an information transmission technique and an information provision technique.

  Conventionally, for example, when a customer calls a person in charge of a certain company and the person in charge is absent, the customer is contacted again or the message is received as a message. In addition, as a method of receiving messages from customers as a message, the person who receives a call from the customer writes it as a memo or uses the so-called answering machine function that records the customer's voice on a recording medium. There is a way to do it.

  However, in order to receive a new contact from a customer, it is necessary to adjust the time during which the customer and the person in charge of the customer can be contacted. In addition, in order to communicate the message from the customer to the person in charge of the customer, it is necessary to keep in touch with the person who receives the call from the customer, and the person who receives the call from the customer When going out, it takes a lot of time for the message from the customer to be transmitted, and there is a possibility that it is not transmitted accurately. In addition, when a message from a customer is recorded using the answering machine function, an operation to listen to the recorded content from the customer's person in charge must be performed. Thus, conventionally, in order to convey a message from a customer to a person in charge of the customer, it is restricted by time and is limited in time or requires a large communication cost.

  An object of the present invention is to enable a voice to be transmitted to a desired person such as a customer representative while suppressing an increase in time limit and communication cost. The second object of the present invention is to enable a message to be transmitted by electronic mail with a simple operation.

  According to one aspect of the present invention, a recording unit that stores a voice message in a voice storage unit, a selection unit that partially selects a voice message stored in the voice storage unit, and a voice message selected by the selection unit An audio file generating means for generating an audio file, and a transmitting means for transmitting the audio file generated by the audio file generating means together with a text message to an information processing terminal connected via a network. An information processing system is provided that includes the information processing system.

  According to another aspect of the present invention, the recording means for automatically storing the call contents of incoming and outgoing calls in the voice storage unit as one voice message for each incoming call and each outgoing call, and the voice storage unit Selection means for partially selecting a voice message for one stored voice message, voice file generation means for generating a voice file by combining the voice messages partially selected by the selection means, and the voice file There is provided an information processing system comprising: a transmission unit that transmits an audio file generated by the generation unit as an attachment to an electronic mail.

  According to still another aspect of the present invention, recording means for storing guidance information provided to a customer side as a voice message in a voice storage unit and a voice message stored in the voice storage unit are partially selected. The selection means, the voice file generation means for generating a voice file by combining the voice messages partially selected by the selection means, and the voice file generated by the voice file generation means is attached to an e-mail and transmitted. Transmitting means, wherein the selecting means partially selects the voice message related to the guidance information based on at least one of the transmission destination of the electronic mail and the text message related to the electronic mail. An information processing system is provided.

  According to still another aspect of the present invention, a receiving means for receiving a call sent from a caller using a call device and a call content of the incoming call as a voice message based on a signal from the communication device. Recording means for storing in the voice storage unit, transmission destination determining means for selecting and determining a transmission destination of the call contents from among transmission destinations registered in advance based on a signal from the communication device, and the voice storage A voice file generating means for generating a voice file based on the voice message stored in the unit, and the voice file generated by the voice file generating means is attached to an e-mail, and the transmission determined by the destination determining means There is provided an information processing system comprising a transmission means for transmitting first.

  According to still another aspect of the present invention, a recording unit that automatically stores an input voice message in a voice storage unit, a selection unit that partially selects a voice message stored in the voice storage unit, An audio file generation unit that generates an audio file based on the audio message selected by the selection unit, and a transmission unit that transmits the audio file generated by the audio file generation unit together with a text message via a network. An information processing apparatus characterized by this is provided.

  According to still another aspect of the present invention, receiving means for receiving a call from a call device connected via a line network, and based on a signal from the communication device, the call content of the incoming call is converted into a voice message. Recording means for storing in the voice storage unit, transmission destination determining means for selecting and determining a transmission destination of the call contents from among transmission destinations registered in advance based on a signal from the communication device, and the voice storage A voice file generating means for generating a voice file based on the voice message stored in the unit, and the voice file generated by the voice file generating means is attached to an e-mail, and the transmission determined by the destination determining means There is provided an information processing apparatus comprising a transmission means for transmitting first.

  According to still another aspect of the present invention, a recording step of automatically storing an input voice message in a voice storage unit, a selection step of partially selecting a voice message stored in the voice storage unit, A voice file generation step for generating a voice file based on the voice message selected in the selection step, and a transmission for transmitting the voice file generated in the voice file generation step together with a text message via a network There is provided an information processing method characterized by comprising steps.

  According to still another aspect of the present invention, a receiving process for receiving a call from a call device connected via a network, and a call content of the incoming call as a voice message based on a signal from the communication device. A recording step for storing in the voice storage unit, a transmission destination determination step for selecting and determining a transmission destination of the call contents from among transmission destinations registered in advance based on a signal from the communication device, and the voice storage. The voice file generation step for generating a voice file based on the voice message stored in the unit, and the voice file generated in the voice file generation step is attached to the e-mail and determined in the destination determination step. There is provided an information processing method comprising a transmission step of transmitting to a transmission destination.

  According to still another aspect of the present invention, a recording step of automatically storing an input voice message in the voice storage unit, a selection step of partially selecting the voice message stored in the voice storage unit, A voice file generation step for generating a voice file based on the voice message selected in the selection step, and a transmission for transmitting the voice file generated in the voice file generation step together with a text message via a network A program for causing a computer to execute the steps is provided.

  According to still another aspect of the present invention, a reception step of receiving a call from a call device connected via a circuit network and a call content of the incoming call as a voice message based on a signal from the communication device. A recording step stored in the voice storage unit, a transmission destination determination step of selecting and determining a transmission destination of the call contents from the transmission destinations registered in advance based on a signal from the communication device, and the voice storage A voice file generation step for generating a voice file based on the voice message stored in the unit, and the voice file generated in the voice file generation step is attached to an e-mail and determined in the destination determination step. A program for causing a computer to execute a transmission step of transmitting to a transmission destination is provided.

  According to still another aspect of the present invention, there is provided a computer-readable recording medium that records the above-described program.

According to the present invention, the stored voice message is partially selected to generate a voice file, and the voice file is transmitted along with the text message over the network, thereby eliminating time constraints and reducing communication costs. In addition, it is possible to transmit a voice message to a desired person while suppressing an increase in time limit and communication cost. In addition, by selecting and transmitting a voice message partially rather than as a whole, only necessary and sufficient information can be transmitted, and a voice message can be transmitted efficiently.
In addition, based on the signal from the communication device, a voice file is generated with the content of the incoming telephone call as a voice message, and the voice file is attached to an e-mail and sent to a specified destination to communicate. A message can be transmitted by e-mail to a desired person simply by performing a simple operation using the apparatus.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
(First embodiment)
FIG. 1 is a diagram showing a system configuration example of a CTI (Computer Telephony Integration) system to which an information processing system according to a first embodiment of the present invention is applied. The CTI system includes a communication control device 1, a public line network 2, a call device 3, a server 4, a client PC (personal computer) 5, a network 6, a portable terminal 7, and a PC (personal computer) 8. . The communication control device 1, the communication device 3, the server 4, and the client PC 5 are provided in a company that provides services to customers, for example. A plurality of client PCs 5 and / or a plurality of call devices 3 are provided for each person in charge of a customer in the service providing company.

  The communication control device 1 performs control related to communication by telephone using the public line network 2 in the CTI system. A public line network 2 such as an analog line or an ISDN line is connected to the communication control apparatus 1, and a plurality of call apparatuses (telephones) 3 are connected via a main apparatus (switch) not shown. The communication control device 1 is connected to a server 4 and has telephone information related to outgoing and incoming calls using the public line network 2 such as telephone numbers and arrival / departure times, and voice data (voice information) related to the call. , Call content) is supplied to the server 4.

  The server 4 is connected to the client PC 5, the portable terminal 7, and the PC 8 so that they can communicate with each other. For example, the server 4 is connected to the client PC 5 via a local network such as a LAN, and connected to the portable terminal 7 and PC 8 via the network 6. It is connected.

The server 4 will be described in detail.
FIG. 2 is a functional block diagram illustrating a configuration example of the server 4. As shown in FIG. 2, the server 4 includes a telephone information acquisition unit 101, an incoming call information database (incoming call information DB) 102, a database search unit 103, a user information database (user information DB) 104, a display control unit 105, Voice data input unit 106, recording unit 107, voice message database (voice message DB) 108, voice addition unit 109, playback unit 110, voice selection unit 111, voice file generation unit 112, text data input unit 114, mail generation unit 115 And a transmission unit 116.

  The telephone information acquisition unit 101 acquires telephone information supplied from the communication control device 1. The telephone information includes a telephone number, an arrival / departure type, an arrival / departure time, a call time, and the like. If the CTI system is connected to the public line network by a plurality of lines, the telephone information may include information indicating the line used. The telephone information acquired by the telephone information acquisition unit 101 is stored and stored in the incoming call information DB 102.

  The database search unit 103 searches the incoming call information DB 102 and the user information DB 104 based on the acquired telephone information (for example, telephone number). The user information DB 104 stores and stores customer information related to customers. In addition to the customer information, the user information DB 104 may store and store information related to the customer staff (sales staff, service personnel, etc.) of the service provider company.

  The display control unit 105 displays customer information corresponding to the telephone information on the client PC 5 of the person in charge based on the search.

  The audio data input unit 106 inputs audio data supplied from the communication control device 1, audio data related to audio input using a microphone (not shown), or audio data recorded in advance on an external recording medium. Is for.

  The recording unit 107 is supplied with the audio data from the communication control device 1 via the audio data input unit 106 and accumulates and stores the audio data in the audio message DB 108. In the voice message DB 108, voice data relating to the contents of the call is automatically stored as one voice message by the recording unit 107 for each outgoing and incoming call. Each voice message is given identification information such as a unique ID number by the recording unit 107, and this identification information is associated with telephone information stored in the incoming call information DB 102.

  The voice adding unit 109 is supplied with voice data (excluding voice data from the communication control device 1) via the voice data input unit 106, and stores the voice data in the voice message DB 108.

  The playback unit 110 plays back voice data stored as a voice message in the voice message DB 108 based on an instruction input from the outside, and plays back the voice obtained through playback via a speaker, a voice output terminal, or the like (not shown). Output. The playback unit 110 can adjust the playback speed of voice data (playback speed of voice message). For example, in accordance with an instruction from the outside, the playback unit 110 is set to 1.1 to 0.5 times, equal speed, 0.1 increments. Playback is performed at 2.0 times speed, 2.5 times speed, or 3 times speed, and the sound is output.

  The voice selection unit 111 partially selects one piece of voice data stored as one voice message. Specifically, the audio selection unit 111 partially selects audio data from one audio data reproduced by the reproduction unit 110 based on an external instruction, and the selected audio data is an audio file generation unit. 112. The partial selection of the audio data is not limited to one continuous area (period), and a plurality of areas can be selected, that is, an arbitrary area in the audio data can be selected by being divided into a plurality of parts.

  The audio file generation unit 112 generates one audio file based on the audio data supplied from the audio selection unit 111. The audio file generation unit 112 includes a compression processing unit 113. More specifically, the audio file generation unit 112 is supplied with the partially selected audio data and combines them to perform compression processing to generate one audio file. Note that a known compression method can be arbitrarily applied to the compression processing of the audio data.

  Here, in the above description, the playback unit 110, the voice selection unit 111, and the voice file generation unit 112 partially select one voice data (one voice message) to generate one voice file. That is, one audio file is generated with only one audio data. However, the present invention is not limited to this, in addition to the voice data partially selected from one voice data, all of the voice data stored in the voice message DB 108 by the voice adding unit 109 or a part thereof selected in the same manner. Or, arbitrarily added sound (sound data) may be added, and the sound data may be combined to generate one sound file.

  The mail generation unit 115 generates an electronic mail that includes the text message input via the text data input unit 114 and the voice file generated by the voice file generation unit 112. That is, the mail generation unit 115 generates an e-mail for transmitting the text message, with the generated sound file attached as an attachment file. Note that the mail generation unit 115 may acquire information such as an e-mail address from the user information DB via the DB search unit 103.

  The transmission unit 116 transmits the electronic mail with the voice file generated by the mail generation unit 115 via the network 6. The electronic mail with the audio file transmitted from the transmission unit 116 is received by the mobile terminal 7 such as a mobile phone or PDA or the PC 8 via the network 6.

FIG. 3 is a block diagram illustrating an example of a hardware configuration of the server 4 in the present embodiment.
In FIG. 3, reference numeral 301 denotes a CPU which controls various components connected via a bus 307 in order to transmit / receive data, combine data, collate data, and the like. Via this bus 307, mutual address signals, control signals, and various data are transferred between the various components (devices) connected to the bus 307.

Reference numeral 302 denotes a ROM (read only memory). The ROM 302 stores a control procedure (computer program) of the CPU 301 in advance, and the CPU 301 executes the control procedure to execute processing such as data transfer, data combination, and data collation. It becomes possible. Reference numeral 303 denotes a RAM, which is used as a work memory for data transmission / reception, combination, verification, etc., and temporary storage for control of various components.
In the present embodiment, the CPU 301, the ROM 302, the RAM 303, and the like realize the functions of the recording unit, selection unit, audio file generation unit, transmission unit, and the like of the present invention.

  Reference numeral 304 denotes a storage external storage device such as a hard disk storage device, and has a database 305. The database 305 includes the incoming call information DB 102, the user information DB 104, and the voice message DB 108 shown in FIG.

  Reference numeral 306 denotes a network interface for connecting the server 4 and a network (including networks connected to the communication control device 1 and the client PC 5 as well as the network 6).

FIG. 4 is a block diagram illustrating an example of a hardware configuration of a terminal device such as the client PC 5, the mobile terminal 7, and the PC 8 in the present embodiment.
In FIG. 4, 401 is a CPU. The CPU 401 controls various components connected via the bus 408 in order to perform data input / output, data transmission / reception, and the like. Via this bus 408, address signals, control signals, and various data are transferred between various components (devices) connected to the bus 408.

  Reference numeral 402 denotes a ROM (read only memory). The ROM 402 stores a control procedure (computer program) of the CPU 401 in advance, and when the CPU 401 executes this control procedure, processing such as data input / output and data transmission / reception can be executed. . A RAM 403 is used as a work memory for data input / output, transmission / reception, and temporary storage for control of various components.

  Reference numeral 404 denotes a storage external storage device such as a hard disk storage device. Reference numeral 405 denotes a network interface for connecting the terminal device and the network. Reference numeral 406 denotes an input device such as a keyboard or a mouse, and may include a voice input device such as a microphone. Reference numeral 407 denotes a display device such as a display.

  FIG. 5 is a diagram showing a basic screen (incoming call history display screen) in the CTI system of the first embodiment. In addition, each screen demonstrated below is displayed on the display apparatus 407 with which client PC5 is provided, for example. As shown in FIG. 5, the basic screen is provided with a history display switching bar 501 having a date designation field 502 and a type designation button 503, and can be designated by using the date designation field 502 and the type designation button 503. The history to be displayed can be switched.

  The type designation button 503 includes an “all” button, a “calling” button, an “incoming” button, a “outgoing” button, a “self” button, and a “line lock” button. When the “All” button is selected by clicking with the mouse, etc., all incoming call history, outgoing call history, and information related to the currently active call are displayed, and when the “During Call” button is selected, the current call is in progress. Only the information related to the phone is displayed. When the “incoming” button is selected, the incoming call history is displayed, and when the “outgoing” button is selected, the outgoing call history is displayed. When the “self” button is selected, a list of names (names) of employees registered in advance is displayed. By selecting a name (name) from the list, the selected name (name) is displayed. The incoming call history and outgoing call history specified in the “destination” of the history are displayed. When the “fix line” button is selected, the incoming call history and outgoing call history for the designated line are displayed.

  The screen shown in FIG. 5 is a screen when “2004/6/20” is designated by the date designation field 502 and the “all” button is selected by the type designation button 503, and the incoming call history of the date, The outgoing call history and all information related to the currently active call are displayed. The displayed information includes a unique number assigned to each call (incoming and outgoing calls), the other party's phone number, customer name, line number, arrival / departure type, arrival / departure time, call time, customer category, and responder , Destination, correspondence category, memo, etc., which are displayed for each call. These pieces of information are stored in the incoming call information DB 102 and the user information DB 104, and are displayed by reading them as needed via the database search unit 103.

  The basic screen is provided with a “record high-function playback” button 504. When the button 504 is pressed by clicking with the mouse or the like, the voice playback function and the voice-added e-mail creation function are activated. Here, the voice reproduction function is a function for reproducing and outputting voice data stored in the voice message DB 108 as a voice message.

  FIG. 6 is a diagram showing an audio reproduction control screen. FIG. 6A is a screen that does not display the detailed portion, and FIG. 6B is a screen that displays the detailed portion. Detailed portion display / non-display (switching between the screen shown in FIG. 6A and the screen shown in FIG. 6B) includes a “detail portion display” button 601 and a “detail portion non-display” button. Switching is possible by pressing 602 (clicking with the mouse, etc.). Hereinafter, the audio reproduction control screen will be described with reference to FIG.

  As shown in FIG. 6, the audio playback control screen includes a selection portion display bar 603, a playback position display bar 604, a clear button 605, a playback switching radio button 606, a “playback” button 607, a “speed playback” button 608, and playback. A speed adjustment bar 609 is provided. In addition, a move button corresponding to a selection portion including a “top” button 610, a “previous selection portion” button 611, a “current top” button 612, and a “next selection portion” button 613 is provided. A “setting” tab 614, an “additional sound” tab 615, a “memo” tab 616, and an “attach to email” tab 617 are provided.

The selected part display bar 603 indicates a partially selected area in the audio data (voice message) to be reproduced or reproduced, and the display form (in which the selected area of the audio data is different from the non-selected area ( One is colored and the other is uncolored). In the selected part display bar 603, markers indicating the selected region are arranged at the start point (start) and end point (stop) of the selected region, and each marker is a number indicating the number of the selected region. Is displayed.
The playback position display bar 604 indicates the current playback position of the audio data being played back.

  Partial selection of audio data is performed by designating a start point and an end point by clicking the mouse on the reproduction position display bar 604 when the audio data is being reproduced. For example, 10 areas are selected. Selectable. The selected area in the audio data is cleared by pressing the clear button 605, and the selected state can be released.

  The reproduction switching radio button 606 is a button for switching whether to reproduce only a selected portion (selected area) in audio data or to reproduce the entire audio data (selected area and non-selected area).

  A “playback” button 607 is used to instruct the start of playback of audio data. A “speed playback” button 608 is a button for making it possible to adjust the playback speed of the audio data, and the playback speed can be adjusted and designated using the playback speed adjustment bar 609. In the present embodiment, by controlling the playback speed adjustment bar 609, 0.5 times normal speed, equal speed, 1.1 to 2.0 times speed (in increments of 0.1), 2.5 times speed, and 3 times speed are set. The designated playback speed is displayed beside the playback speed adjustment bar 609.

  The movement button between selection portions is a button for controlling the reproduction position in the selected portion (selection area) in the audio data, and when the “to top” button 610 is pressed, the reproduction position is the first selection in the audio data. Move to the beginning of the part. Similarly, when the “previous selection portion” button 611 is pressed, the playback position is moved to the head of the selection portion immediately before the selection portion currently being played back, and when the “to the current top” button 612 is pressed. The playback position moves to the beginning of the currently selected portion, and when the “next selected portion” button 613 is pressed, the playback position moves to the beginning of the selected portion immediately after the currently reproduced selection portion. .

  When the “previous selection portion” button 611 is pressed in a state where the previous selection portion does not exist, the operation on the button 611 is ignored, and the “next” selection state does not exist. When the “selected portion” button 613 is pressed, the head may be moved to the head of the first selected portion in the currently reproduced audio data. In addition, when the “previous selection portion” button 611 is pressed in a state where there is no previous selection portion, the playback position may be moved to the head of the selection portion currently being played back. When the “next selection portion” button 613 is pressed in a state where the next selection portion does not exist, the playback position may be moved to the end of the currently selected selection portion. Further, these button operations may be invalidated.

  Next, the “setting” tab 614, the “additional voice” tab 615, the “memo” tab 616, and the “attach to mail” tab 617 will be described.

  FIG. 7 is a diagram showing a setting screen displayed when the “setting” tab 614 is selected. A column 701 for designating a display unit is provided on the setting screen, and it is selected whether to display a percentage (percentage) or a time (relative time from the start position of audio data) when indicating the playback position. Can be switched automatically.

  In addition, on the setting screen, one audio data is repeatedly reproduced whether or not to display a numerical value according to the setting of the display unit, whether or not to display an integer, and whether or not to display a value on the selected portion display bar 603. Check boxes 702, 703, 704, and 705 are provided for setting whether or not to repeat playback and whether or not to play back audio data immediately after activation / reading.

  FIG. 8 is a diagram showing a postscript voice setting screen displayed when the “postscript voice” tab 615 is selected. In the additional sound setting screen, a check box 801 for selecting whether or not to use the additional sound function is provided. When the additional sound function is used (the check box 801 is checked), It is possible to select in which part of the main voice (voice data to which voice is to be added) the additional voice is to be inserted by the insertion position column 802.

  In addition, a “record” button 803 for recording the additional recording voice is provided. When the “record” button 803 is pressed, the voice input by the operator or the like via the input device such as a microphone is recorded. The recorded voice can be played back and confirmed by pressing the “play” button 804. The recorded voice can be registered as voice data, and is registered so that it can be identified in the voice message DB 108 or the like by appropriately operating the registration operation buttons 805.

  Further, it is possible to acquire the additional sound to be added to the main sound from the file or to store the recorded additional sound in the file by operating the buttons 806 and 807.

  FIG. 9 is a diagram showing a memo setting screen displayed when the “memo” tab 616 is selected. In the audio reproduction function in the CTI system of the present embodiment, it is possible to attach a memo such as a heading to the entire partially selected audio data and each component constituting the audio data.

On the memo setting screen, the number of each part of the partially selected audio data is displayed in accordance with the display value on the setting screen shown in FIG. Are displayed on the memo setting section 901 of each part. In the memo setting unit 901 of each part, by inputting a memo such as a heading in the “memo of selected range” area corresponding to each part of the partially selected audio data, the inputted memo is attached to the part. Is done. Also, the start value and end value indicating the selection range of each part of the partially selected audio data can be edited by inputting values using an input device or the like. Can be specified or modified.
Also, an entire memo setting unit 902 is provided, and a memo is attached to the entire audio data partially selected by inputting a memo such as a heading.

  FIG. 10 is a diagram showing a mail setting screen displayed when the “attach to mail” tab 617 is selected.

  An option input field 1001 is provided on the mail setting screen, and an address, a subject, and a text related to an electronic mail can be input. In addition, an attachment format designation field 1002 for designating the format (format) of an audio file when attaching partially selected audio data to an e-mail is provided, for general-purpose personal computers or mobile phones. Any of (it is possible to select for each mobile phone provider) is selectable.

  After inputting and specifying the option input field 1001 and the attachment format specification field 1002 as necessary, when an “Attach” button 1003 is pressed, the audio data partially selected are combined and compressed. As a result, one audio file having the audio file format specified in the attachment format specification field 1002 is generated. At this time, one piece of sound file is generated by adding the sound data related to the additionally recorded sound to the partially selected sound data as necessary.

  Further, by pressing an “attach” button 1003, a mailer (e-mail software) is automatically activated, and a screen as shown in FIG. 11 showing an e-mail to be transmitted is displayed. As shown in FIG. 11, the item entered in the option entry field 1001 is entered in the corresponding part of the e-mail creation screen, and one audio file generated based on the partially selected audio data is attached. Attached to the email as a file.

  Then, by pressing a “send” button provided in the activated mailer, an e-mail attached with an audio file is sent. At this time, if the amount of data (data size) of the e-mail to which the audio file is attached, in other words, the text data and the audio file to be transmitted by e-mail is larger than the predetermined data amount, the audio file is attached. One electronic mail can be divided into a plurality of pieces as appropriate and transmitted.

Next, an operation example of the CTI system in the first embodiment will be described.
When a telephone is received from a customer via a public network 2 to a company that provides a service (for example, an automobile dealer or an insurance company), the communication control device 1 performs a predetermined call according to telephone information related to the telephone. The device 3 is read and the telephone information is supplied to the server 4. The server 4 acquires the telephone information to be supplied by the telephone information acquisition unit 101, records it in the incoming call information DB 102, and stores the incoming call information DB 102 and the user information DB 104 by the database search unit 103 based on the acquired telephone information. Search for. Then, the customer information obtained by the above search is displayed by the display control unit 5 on the display device of the client PC 5 used by the customer staff corresponding to this customer. Thereby, the customer person in charge can respond to the request from the customer while referring to the customer information.

  On the other hand, when the customer representative is absent, the customer is notified to that effect by a telephone response person different from the customer representative, an automatic response using the notification control unit 1 or the server 4, and the like. Prompt to enter the message as a voice message. As a response, when a message (voice message) from a customer is input, the voice data related to the voice message is supplied to the recording unit 107 via the voice data input unit 106 of the server 4 and automatically sent to the voice message DB 108. Saved. At this time, the voice data is stored in the voice message DB 108 as one voice message for each incoming call, and each voice message is uniquely identified such as ID information associated with the telephone information stored in the incoming call information DB 102. Possible unique information is attached.

  Thereafter, on the basic screen shown in FIG. 5 displayed on the client PC 5, a voice message to the customer representative was input by a telephone agent or a predetermined operator (hereinafter collectively referred to as “operator etc.”). When the telephone history is selected and the “record high function playback” button 504 is pressed, the voice message is read from the voice message DB 108 by the playback unit 110 and played back (the “play” button if necessary) 607, a predetermined operation such as pressing a “speed playback” button 608 is performed).

  The operator or the like selects and designates a part to be transmitted to the customer staff from the reproduced voice messages while referring to the selected part display bar 603, the reproduction position display bar 604, and the like. For example, one voice message (the whole voice message) before selection is composed of contents A, contents B, contents C, and contents D, and only the contents A and contents C are to be transmitted to the customer staff. In some cases, the contents A and C are designated by a selection operation.

  Then, the “Attach to E-mail” tab 617 is selected, and the address, subject, text, and audio file format relating to the e-mail are entered on the E-mail setting screen, and then the “Attach” button 1003 is pressed by the operator or the like. . As a result, the audio file generation unit 112 in the server 4 generates one audio file based on the audio data selected by the audio selection unit 111 according to the selection instruction, and supplies the generated audio file to the mail generation unit 115. . At this time, the additional voice may be added to the voice data related to the voice message partially selected as described above. In addition, the text data of the destination, subject, and body of the electronic mail is supplied to the mail generation unit 115 via the text data input unit 114.

  An e-mail using the supplied text data and audio file is generated by the mail generation unit 115 and transmitted from the transmission unit 116. At this time, as described above, when the data size of the text data and the voice file to be transmitted by e-mail is larger than the predetermined data size, the one e-mail may be divided into a plurality of pieces and transmitted. good. Furthermore, the electronic mail with the audio file transmitted from the transmission unit 116 is supplied to the mobile terminal 7 or the PC 8 used by the customer staff via the network 6.

In this way, the voice message is transmitted to the customer representative.
As described above, the voice message from the customer to the customer representative is stored in the voice message DB 108 by the recording unit 107, the voice message is partially selected by the voice selection unit 111, and the voice file generation unit 112 selects the voice file. Is generated. Then, an e-mail addressed to the customer representative with the voice file attached is generated by the mail generation unit 115 and transmitted from the transmission unit 116. In this way, even if the customer representative is out, the voice file attached to the e-mail can receive the customer's message in a voice without being restricted by time, and the time limit is reduced. be able to. Further, it is not necessary to confirm whether or not there is a message (message) from the customer and the content from the customer staff side, and the communication cost can be reduced. In particular, when the customer representative uses a mobile phone as the mobile terminal 7, a flat-rate service for communication packet charges provided by the mobile phone carrier (a fixed charge is charged regardless of the amount of communication packets) The communication cost can be further reduced by using a service that only charges a fixed fee and does not limit the amount of communication data.
In addition, by selecting and selecting a voice message to generate and send a voice file, only necessary and sufficient information can be transmitted, voice messages can be transmitted efficiently, and communication can be achieved by reducing the number of packets. Cost can be reduced.

  In the above description, the case where a company providing a service receives a call from a customer has been described as an example. However, the present invention is not limited to this.

  For example, when the company is a company that conducts mail order business, the usage method described below is also conceivable. Guidance information by voice of sales merchandise provided to customers is stored in the voice message DB 108 in advance. When the company provides product guidance to the customer by e-mail, the guidance information by voice is attached as a voice file by using the voice addition function as described above together with the guidance information of the sales product by the text (text data). Also in this case, a voice file may be generated by partially selecting voice guidance information according to the customer.

  By adding voice guidance information in this way, it becomes possible to appeal to customers more strongly than conventional guidance using only letters. Since the guidance information by voice of the product is recorded in advance, it is efficient. In addition, it is possible to give the customer an impression of the product guide created for himself and to improve the customer's willingness to purchase.

(Second Embodiment)
Next, a second embodiment will be described.
In recent years, e-mail has been widely used as a message transmission method. For example, e-mail has been used for business reports and instructions. However, for those who are unfamiliar or unskilled in creating e-mails, the work of creating and sending e-mails is very complicated. Therefore, in the second embodiment described below, a message can be transmitted by e-mail with a simple operation (work).

  FIG. 12 is a diagram showing a system configuration example of a CTI system to which the information processing system according to the second embodiment of the present invention is applied. This CTI system includes a CTI control unit 1201, a public line network 1204, a call device 1205, a network 1206, a portable terminal 1207, and a PC (personal computer) 1208.

The CTI control unit 1201 controls the CTI system in the second embodiment, and includes a call control device 1202 and a server 1203.
The call control device 1202 performs control related to communication by telephone using the public line network 1204 in the CTI system. The communication control device 1202 can be connected to a call device (such as a telephone) 1205 via a public line network 1204 such as an analog line or an ISDN line. The communication control device 1202 is connected to the server 1203, and includes telephone information related to outgoing and incoming calls using the public line network 1204 such as a telephone number and arrival / departure time, and a call from the call device 1205 in a call state. Operation signals (control data) and voice data (voice information, call contents) related to a call are supplied to the server 1203.

  The server 1203 is connected to the mobile terminal 1207 and the PC 1208 via the network 1206 so as to communicate with each other, and has a function of transmitting an e-mail to the mobile terminal 1207 and the PC 1208.

The CTI control unit 1201 will be described in detail.
FIG. 13 is a functional block diagram illustrating a configuration example of the CTI control unit 1201. As shown in FIG. 13, the CTI control unit 1201 includes a control unit 1301, a recording unit 1302, a playback unit 1303, a transmission / reception unit 1304, a voice message storage unit 1305, and a response message storage unit 1306. 1307, an authentication processing unit 1308, an authentication information database (authentication information DB) 1309, a transmission address selection unit 1310, an address information database (address information DB) 1311, an audio file generation unit 1312, and a mail generation / transmission unit 1314.

  The control unit 1301 controls the functional units 1302, 1303, 1308, 1310, 1312, and 1314, and controls the entire CTI control unit 1201 in an integrated manner. Specifically, the control unit 1301 controls the entire CTI control unit 1201 based on an operation signal (control data) from the call device 1205 supplied via the transmission / reception unit 1304.

  The recording unit 1302 is supplied with voice data from the call device 1205 via the transmission / reception unit 1304, and stores the voice data in the voice message storage unit 1305. That is, the recording unit 1302 records in the voice message storage unit 1305 the content of a telephone call by the call device 1205 that has arrived via the public line network 1204.

  The reproduction unit 1303 reads out and reproduces voice data stored in the response message storage unit 1306 in advance, and supplies it to the call device 1205 via the transmission / reception unit 1304. That is, the reproduction unit 1303 reproduces and outputs a response message recorded in advance in the response message storage unit 1305 in a call by the call device 1205 that has arrived via the public line network 1204.

  Based on the operation signal from the call device 1205, the authentication processing unit 1308 authenticates whether the caller of the call by the call device 1205 that has received the call via the public line network 1204 is a registered user. That is, the authentication processing unit 1308 performs an authentication process for determining whether or not to provide a service by the CTI system for an incoming call. Authentication processing by the authentication processing unit 1308 is performed by comparing and collating input data indicated by an operation signal from the call device 1205 with authentication data of a registered user (regular user) stored in the authentication information DB 1309.

  The voice information of the registered user is stored as authentication data in the authentication information DB 1309, and authentication is performed by comparing and collating the voice of the caller in the incoming call with the voice information stored in the authentication information DB 1309. May be. Further, the present invention is not limited to this, and any known authentication technique capable of performing an authentication process regardless of the distance using an electrical information transmission unit can be applied.

  The transmission address selection unit 1310 displays the transmission destination of the call content of a telephone call received via the public line network 1204, more specifically, the transmission address of an e-mail to which a voice file related to the telephone call content (voice message) is attached. The address information DB 1311 is searched and selected based on the operation signal from the device 1205. Here, in the address information DB 1311, e-mail addresses that can be specified as transmission destinations are registered and stored in advance.

  The voice file generation unit 1312 generates one voice file based on voice data stored in the voice message storage unit 1305 as a voice message from the incoming call. The audio file generation unit 1312 includes a compression processing unit 1313. More specifically, the voice file generation unit 1312 reads voice data related to a voice message received from the incoming call from the voice message storage unit 1305 and performs compression processing on the read voice data to generate one voice file. Note that a known compression method can be arbitrarily applied to the compression processing of the audio data.

  The mail generation / transmission unit 1314 generates an e-mail in which the mail address selected by the transmission address selection unit 1310 is a transmission destination (destination) and the audio file generated by the audio file generation unit 1312 is attached as an attached file. Further, the mail generation / transmission unit 1314 transmits the generated electronic mail with the audio file via the network 6. The e-mail with the audio file transmitted from the mail generation / transmission unit 1314 is received by the portable terminal 1207 such as a cellular phone or PDA or the PC 1208 via the network 6.

  The hardware configuration of the server is the same as the hardware configuration shown in FIG.

Next, the operation of the CTI system in the second embodiment will be described.
FIG. 14 is a flowchart showing the processing operation of the CTI system in the second embodiment.

  In the following description, a response message is appropriately output (supplied) from the CTI control unit 1201 to the call device 1205 via the public line network 1204. The output of this response message is controlled by the control unit 1301. Based on this, the voice data related to the response message stored in the response message storage unit 1306 is reproduced, and the reproduced voice is output to the call device 1205 via the public line network 1204.

  Further, it is assumed that the communication device 1205 is a telephone, and when each instruction is made from the communication device 1205 side, the user (caller) presses the dial button on the telephone, so that the operation signal corresponding to the dial button is CTI controlled. It is assumed that each instruction is input to the unit 1201.

  When a user (caller) of the communication device 1205 makes a call to a number designated in advance, when a call enters the CTI control unit 1201 via the public line network 1204, the CTI control unit 1201 performs authentication. A response message that prompts the user to input information for the communication device 1205 is output.

  When information (operation signal or the like) for performing authentication using the call device 1205 is input from the user as a response to the response message, the authentication processing unit 1308 includes information input for authentication and input by the user. Then, the user is confirmed using the authentication data stored in the authentication information DB 1309 (step S1). If the result of this confirmation is that the user of the call device 1205 is not a registered user, the process ends.

  On the other hand, if the result of the confirmation in step S1 is that the user of the call device 1205 is a registered user, the CTI control unit 1201 displays a response message for guiding the call device 1205 to record a voice message. To prompt the user to input an instruction to start recording. For example, the recording operation is guided by a response message so that a “1” button is pressed when recording a voice message is started and a “#” button is pressed when recording is ended. Then, the CTI control unit 1201 stands by until a recording start instruction is input from the user (step S2).

  When an operation signal instructing the start of recording is input from the call device 1205 based on a user operation (for example, pressing the “1” button on the call device 1205), the CTI control unit 1201 passes through the public line network 1204. Then, the voice message supplied from the communication device 1205 (more specifically, voice data related to the voice message) is stored in the voice message storage unit 1305 by the recording unit 1302 (step S3). As a result, the content of the call from the caller in this telephone is recorded by the CTI control unit 1201.

  Thereafter, the CTI control unit 1201 from the communication device 1205 until an operation signal instructing the end of recording is input from the call device 1205 based on a user operation (for example, pressing the “#” button on the call device 1205). The supplied voice message is continuously stored in the voice message storage unit 1305. When an operation signal instructing the end of recording is input from the communication device 1205, the CTI control unit 1201 ends recording of the voice message supplied from the communication device 1205 (step S4).

  If a predetermined period has elapsed since the start of recording was instructed, the recording operation may be automatically terminated, or the amount of stored voice message data exceeds a predetermined amount of data. In this case, the recording operation may be automatically terminated.

  Next, the CTI control unit 1201 generates a voice file by the voice file generation unit 1312 based on the voice data related to the voice message stored in the voice message storage unit 1305 (step S5). In addition, the CTI control unit 1201 outputs a response message to the call device 1205 and prompts the user to input a transmission destination of the voice file to be generated. Then, the CTI control unit 1201 waits until a transmission destination instruction is input from the user (step S6).

  When an operation signal for designating a transmission destination is input from the communication device 1205 according to a user operation, the CTI control unit 1201 searches the address information DB 1311 by the transmission destination address selection unit 1310 based on the input operation signal. Then, the destination (transmission destination) of the e-mail attached with the audio file is selected and determined (step S7).

  Here, a mail address as a transmission destination is registered in the address information DB 1311 corresponding to an operation signal (for example, a dial number), and the transmission destination is uniquely determined based on the operation signal. As an example, when a company is targeted, “1”, “1”, and “#” buttons are sequentially pressed when an email is sent to the employee 1, and “1”, “2”, and “#” are sent when an email is sent to the employee 2. By pressing the “” button in order, the email addresses of employee 1 and employee 2 can be designated as e-mail transmission destinations. In addition, when a plurality of employees are grouped and an e-mail is sent to employee group 1 (a group designated in advance, for example, employees belonging to the development department, general affairs department, and planning department), “2” “ By sequentially pressing the “0” and “#” buttons, the mail address of each employee included in the employee group 1 can be designated as the destination of the e-mail. A so-called mailing list function may be used. In addition, the registration form of the mail address in the address information DB 1311 is arbitrary, and it may be possible to register each user (sender) separately for each user so as to provide an address list, or to provide a common address list. Thus, registration may be performed regardless of the user.

  Subsequently, the CTI control unit 1201 outputs a response message that prompts the user to confirm whether or not to send an e-mail with an audio file attached thereto, and waits until an instruction from the user is input. (Step S8).

  Then, when transmission of an e-mail is instructed from the call device 1205 based on a user operation, the CTI control unit 1201 attaches the audio file generated by the audio file generation unit 1312 and selects it by the transmission address selection unit 1310. An e-mail specifying the determined e-mail address as a transmission destination is generated and transmitted by the e-mail generation / transmission unit 1314 (step S9). At this time, when the data amount (data size) of the electronic mail to which the audio file is attached is larger than a predetermined data amount, the electronic mail can be divided into a plurality of parts as appropriate and transmitted.

  On the other hand, if an instruction to change the transmission destination of the e-mail is issued from the call device 1205 based on the user's operation, the process returns to step S6.

  In the above description, the format (format) of the audio file generated by the audio file generation unit 1312 is not described. However, the audio file format is selected from a general-purpose personal computer and a mobile phone. (For mobile phones, it may be selectable for each mobile phone operator).

  As described above, according to the second embodiment, a voice message from a caller of the call device 1205 can be voiced only by performing a predetermined operation using the call device 1205 in accordance with a response message from the CTI control unit 1201. An e-mail attached as a file can be transmitted to a desired destination, and a message can be transmitted by e-mail with a simple operation. As in the first embodiment described above, a mobile phone is used as the mobile terminal 1207, and the communication packet charge flat-rate service provided by the mobile phone carrier is used to reduce communication costs. Is also possible.

(Other embodiments of the present invention)
The embodiment of the present invention described above can be configured by a computer CPU or MPU, RAM, ROM, etc., and can be realized by operating a program stored in the RAM or ROM. It is included in the category of the invention. In addition, a program that causes a computer to perform the above functions can be realized by recording the program on a recording medium such as a CD-ROM and causing the computer to read the program. Included in the category. As a recording medium for recording the program, a flexible disk, a hard disk, a magnetic tape, a magneto-optical disk, a nonvolatile memory card, and the like can be used in addition to the CD-ROM.

  In addition, the functions of the above-described embodiments are realized by executing a program supplied by a computer, and the program is used in cooperation with an OS (operating system) or other application software running on the computer. When the functions of the above-described embodiment are realized, or when all or part of the processing of the supplied program is performed by a function expansion board or a function expansion unit of the computer, the function of the above-described embodiment is realized. Such a program is included in the scope of the present invention.

  Note that the embodiment described above is merely an example of implementation in carrying out the present invention, and the technical scope of the present invention should not be construed in a limited manner. In other words, the present invention can be implemented in various forms without departing from the spirit or main features thereof. For example, it goes without saying that an information processing system combining the information processing system in the first embodiment and the information processing system in the second embodiment described above and having these functions is also included in the present invention.

It is a figure which shows the system configuration example of the CTI system to which the information processing system by the 1st Embodiment of this invention is applied. It is a functional block diagram which shows the structural example of the server in 1st Embodiment. It is a block diagram which shows an example of the hardware constitutions of the server in 1st Embodiment. It is a block diagram which shows an example of the hardware constitutions of the terminal device in 1st Embodiment. It is a figure which shows the basic screen in the CTI system of 1st Embodiment. It is a figure which shows the audio | voice reproduction | regeneration control screen concerning an audio | voice reproduction | regeneration function. It is a figure which shows the setting screen which concerns on an audio | voice reproduction | regeneration function. It is a figure which shows the additional recording audio | voice setting screen which concerns on an audio | voice reproduction | regeneration function. It is a figure which shows the memo setting screen which concerns on an audio | voice reproduction | regeneration function. It is a figure which shows the mail setting screen which concerns on an audio | voice reproduction | regeneration function. It is a figure for demonstrating an example of the email produced with the email addition function with an audio | voice. It is a figure which shows the system configuration example of the CTI system to which the information processing system by the 2nd Embodiment of this invention is applied. It is a functional block diagram which shows the structural example of the CTI control part in 2nd Embodiment. It is a flowchart which shows the operation example of the CTI system in 2nd Embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Communication control apparatus 2 Public line network 3 Telephone apparatus 4 Server 5 Client personal computer 6 Network 7 Mobile terminal 8 Personal computer 101 Telephone information acquisition part 102 Incoming call information database 103 Database search part 104 User information database 105 Display control part 106 Voice Data input unit 107 Recording unit 108 Voice message database 109 Voice addition unit 110 Playback unit 111 Voice selection unit 112 Audio file generation unit 113 Compression processing unit 114 Text data input unit 115 Mail generation unit 116 Transmission unit 301 CPU
302 ROM
303 RAM
304 External storage device 305 Database 306 Network interface 307 Bus 401 CPU
402 ROM
403 RAM
404 External storage device 405 Network interface 406 Input device 407 Display device 408 Bus

Claims (24)

Recording means for storing a voice message in the voice storage unit;
Selection means for partially selecting a voice message stored in the voice storage unit;
An audio file generating means for generating an audio file based on the audio message selected by the selecting means;
An information processing system comprising: a transmission unit configured to transmit the audio file generated by the audio file generation unit together with a text message to an information processing terminal connected via a network.   2. The information processing system according to claim 1, wherein the recording means attaches unique identification information to each voice message and stores the voice message in a voice storage unit. A voice adding means for adding a voice message;
The voice file generating means combines the voice message partially selected by the selecting means and the voice message added by the voice adding means to generate one voice file. 2. The information processing system according to 2.   The information processing system according to any one of claims 1 to 3, wherein the voice file generation unit performs a compression process on the voice message when the voice file is generated.   The said transmission means divides | segments the said text message and an audio | voice file into multiple, and transmits, when there are more text messages and an audio | voice file with respect to the said information processing terminal than predetermined amount of data. Item 5. The information processing system according to any one of Items 1 to 4.   The information according to any one of claims 1 to 5, further comprising a reproduction unit that reproduces and outputs the voice message stored in the voice storage unit and can adjust a reproduction speed of the voice message. Processing system.   The information processing system according to any one of claims 1 to 6, wherein the contents of a telephone call of incoming and outgoing calls are stored in the voice storage unit as one voice message for each incoming call and each outgoing call. .   The information processing system according to any one of claims 1 to 6, wherein guide information provided to a customer side is stored in the voice storage unit as the voice message.   The information processing system according to claim 1, wherein the information processing terminal is a mobile terminal.   10. The information according to claim 9, wherein the mobile terminal receives a text message and an audio file transmitted from the transmission means by using a flat-rate service in which the amount of communication data is not limited by a fixed charge. Processing system. Recording means for automatically storing the contents of incoming and outgoing telephone calls in the voice storage unit as one voice message for each incoming call and each outgoing call;
Selection means for partially selecting a voice message for one voice message stored in the voice storage unit;
Voice file generating means for generating a voice file by combining voice messages partially selected by the selection means;
An information processing system comprising: a transmission unit that transmits the audio file generated by the audio file generation unit as an attachment to an electronic mail. Recording means for storing guidance information provided to the customer side in the voice storage unit as a voice message;
Selection means for partially selecting a voice message stored in the voice storage unit;
Voice file generating means for generating a voice file by combining voice messages partially selected by the selection means;
A voice file generated by the voice file generating means, and a transmission means for sending the voice file attached to an e-mail.
The information processing system according to claim 1, wherein the selection means partially selects a voice message related to the guidance information based on at least one of a transmission destination of the electronic mail and a text message related to the electronic mail. A receiving means for receiving a call sent from the caller side using a call device;
Based on the signal from the communication device, recording means for storing the content of the incoming telephone call as a voice message in the voice storage unit;
Based on a signal from the communication device, a transmission destination determination means for selecting and determining a transmission destination of the call content from transmission destinations registered in advance;
Voice file generating means for generating a voice file based on the voice message stored in the voice storage unit;
An information processing system comprising: a transmission unit that attaches the audio file generated by the audio file generation unit to an electronic mail and transmits the electronic file to the transmission destination determined by the transmission destination determination unit.   14. The information processing system according to claim 13, further comprising authentication means for confirming a caller of a telephone call transmitted from the communication device and received by the receiving means based on a signal from the communication device.   The transmission destination can be registered as one group in which a single transmission destination can be registered as the transmission destination to be registered in advance, and a plurality of transmission destinations can be registered. Information processing system.   16. The transmission device according to claim 11, wherein when the data amount of the electronic mail attached with the audio file is larger than a predetermined data amount, the electronic mail is divided and transmitted. The information processing system according to claim 1. Recording means for automatically storing the input voice message in the voice storage unit;
Selection means for partially selecting a voice message stored in the voice storage unit;
An audio file generating means for generating an audio file based on the audio message selected by the selecting means;
An information processing apparatus comprising: a transmission unit configured to transmit the audio file generated by the audio file generation unit together with a text message via a network. A voice adding means for adding a voice message;
18. The voice file generating means combines the voice message partially selected by the selecting means and the voice message added by the voice adding means to generate one voice file. Information processing device. Receiving means for receiving a call from a communication device connected via a network;
Based on the signal from the communication device, recording means for storing the content of the incoming telephone call as a voice message in the voice storage unit;
Based on a signal from the communication device, a transmission destination determination means for selecting and determining a transmission destination of the call content from transmission destinations registered in advance;
Voice file generating means for generating a voice file based on the voice message stored in the voice storage unit;
An information processing apparatus comprising: a transmission unit that attaches the audio file generated by the audio file generation unit to an electronic mail and transmits the electronic file to the transmission destination determined by the transmission destination determination unit. A recording process for automatically storing an input voice message in a voice storage unit;
A selection step of partially selecting a voice message stored in the voice storage unit;
Based on the voice message selected in the selection step, a voice file generation step for generating a voice file;
An information processing method comprising: a transmission step of transmitting the voice file generated in the voice file generation step together with a text message via a network. A receiving process for receiving a call from a communication device connected via a network;
Based on the signal from the communication device, a recording step of storing the content of the incoming telephone call as a voice message in the voice storage unit;
A transmission destination determination step of selecting and determining a transmission destination of the call content from transmission destinations registered in advance based on a signal from the communication device;
Based on the voice message stored in the voice storage unit, a voice file generation step of generating a voice file;
An information processing method comprising: a transmission step of attaching the audio file generated in the audio file generation step to an e-mail and transmitting it to the transmission destination determined in the transmission destination determination step. A recording step of automatically storing the input voice message in the voice storage unit;
A selection step of partially selecting a voice message stored in the voice storage unit;
An audio file generation step for generating an audio file based on the audio message selected in the selection step;
A program for causing a computer to execute a transmission step of transmitting the voice file generated in the voice file generation step together with a text message via a network. A receiving step for receiving a call from a communication device connected via a network;
Based on the signal from the communication device, a recording step of storing the content of the incoming telephone call as a voice message in the voice storage unit;
A transmission destination determination step of selecting and determining a transmission destination of the call contents from transmission destinations registered in advance based on a signal from the communication device;
An audio file generation step for generating an audio file based on the audio message stored in the audio storage unit;
A program for causing a computer to execute a transmission step of attaching the audio file generated in the audio file generation step to an e-mail and transmitting it to the transmission destination determined in the transmission destination determination step.   24. A computer-readable recording medium on which the program according to claim 22 or 23 is recorded.

Images