JP2009130646A - Management device, terminal management method and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable video telephone communication between a customer and an operator so as to have optimum quality corresponding to an environment on the customer side. <P>SOLUTION: When connection is requested from a customer terminal 1, a call center management server 7 gathers the spec of the PC 3 of the customer terminal 1, the communication speed of the access network of the house of the customer and the information of the connection device 4 of a PC 23, refers to required spec data indicating a required spec for each video telephone SW, selects the video telephone SW suited to the spec of the customer PC 3 or the like, selects an operator terminal 21 satisfying the required spec of the selected video telephone SW, notifies the customer terminal 1 and the selected operator terminal 21 of the selected video telephone SW type and video and sound CODEC or the like corresponding to the video telephone SW type, and makes the video telephone communication be performed by the notified video telephone SW type and the video and sound CODEC or the like between the customer terminal 1 and the operator terminal 21. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a technique for managing communication between communication terminal apparatuses, and more particularly to a technique for managing communication between a customer terminal apparatus used by a customer who receives a service and an operator terminal apparatus used by an operator of a call center. .

When a customer wants to receive a business service using a TV phone with a call center operator from home, the customer needs a PC (Personal Computer), NW (Network), USB (Universal Serial Bus) camera, etc. that exceeds the specifications recommended by the call center company. It was necessary to prepare.
Therefore, when any of the customer-side environments is less than the recommended specifications, there is a problem that appropriate communication with the call center operator terminal device cannot be performed and the service cannot be received.

In order to solve this problem, in Patent Document 1, the customer side has both IP (Internet Protocol) telephone and conventional telephone (PSTN / ISDN) telephone means, tests the communication bandwidth of the IP network, and has enough space. If there is a bandwidth, a technique is disclosed in which an IP telephone is selected to communicate with an operator terminal device, and if there is not enough free bandwidth, a conventional telephone is switched to communicate with the operator terminal device.
Japanese translation of PCT publication No. 2002-510891

  In the description of Patent Document 1, the telephone means can be switched according to the customer-side NW environment (free bandwidth), but it is necessary to contract two networks on the customer side, and only one network is prepared. In this case, there is a problem that it is not possible to provide a TV phone service according to the customer's environment.

  One of the main purposes of the present invention is to solve such a problem, and even when there is only one network on the customer side, it is possible to perform communication with optimum quality according to the customer side environment. Main purpose.

The management device according to the present invention is:
A management device connected to the first communication terminal device that communicates with the second communication terminal device using any of the communication software,
A first terminal information detection unit for detecting device specifications of the first communication terminal device;
A software condition information storage unit that stores software condition information indicating a condition of a required device specification for each communication software, and a plurality of communication software is indicated.
Based on the device specifications of the first communication terminal device detected by the first terminal information detection unit and the device specifications indicated in the software condition information, the device specification of the first communication terminal device satisfies the condition. A software selection unit that selects any communication software that satisfies the requirements as communication software to be used;
Notifying the first communication terminal device of the use target communication software selected by the software selection unit, and instructing communication with the second communication terminal device using the use target communication software And a first notification unit.

  According to the present invention, the device specification of the communication terminal device used by the customer is detected, the communication software is selected according to the detected device specification, and the selected communication software is notified to the customer side. Communication using communication software conforming to the device specifications is possible, and even when there is a single network on the customer side, communication with optimum quality according to the customer environment is possible.

Embodiment 1 FIG.
Hereinafter, the communication system according to the present embodiment will be described.
The communication system according to the present embodiment detects and grasps the customer's home PC specifications and NW communication band on the call center side, and uses the TV phone SW (Soft Wall), video / audio CODEC, and communication band to be used accordingly. By setting, it is possible to communicate with the optimum quality according to the customer side environment.

FIG. 1 is a diagram illustrating a configuration example of a communication system according to the present embodiment.
In FIG. 1, a customer terminal device 1 (hereinafter simply referred to as a customer terminal) is a terminal used by a customer to make a call with an operator of a call center 8, and is disposed at the customer's home, for example.

In the call center 8, the call center management server device 7 (hereinafter simply referred to as a call center management server) manages a plurality of operator terminal devices 21, and at the time of receiving a connection request from a customer, an operator terminal device corresponding to the customer's device specifications. The server device to be selected.
The call center management server 7 is, for example, an ACD (Automatic Call Distribution) server device.

An operator terminal device 21 (hereinafter simply referred to as an operator terminal) is a terminal used by an operator and belongs to a call center. The plurality of operator terminals 21 need not be physically aggregated and arranged at one place, and may be arranged geographically dispersed.
For example, each operator terminal 21 may be arranged in a separate SOHO (Small Office Home Office).
In addition to the form of a large number of operators working in large-scale call centers, in recent years, the form in which operators are dispersed and working in homes or small offices has increased. In some cases.
In the present embodiment, description will be given mainly by taking as an example a case where the operator terminals 21 are geographically dispersed and the device specifications of the operator terminals 21 are not uniform.

The customer terminal 1, operator terminal 21, and call center management server 7 are connected via the IP network 9.
The customer terminal 1 is an example of a first communication terminal device, the call center management server device 7 is an example of a management device, and the operator terminal 21 is an example of a second communication terminal device.

  Next, the components of the customer terminal 1 will be described.

The line interface 2 is a physical interface for the IP network 9.
A PC (Personal Computer) 3 realizes TV telephone communication using the IP network 9 while managing the line interface 2, managing the transmission control procedure, managing the network connection procedure, and the like.
The PC 3 performs a TV phone call with the operator terminal 21 using any one of TV phone SW (Soft Wall) which is communication software for performing the TV phone communication. As will be described later, the PC 3 may have one or more types of specific TV phones SW in advance, or may download and install specific TV phones SW from the call center management server 7.
The device 4 is a peripheral device attached to the PC 3 in order to realize TV phone communication. For example, a USB camera or a display display is applicable.
The PC 3 includes a TV phone SW type, CODEC, communication band receiving unit 5 and a TV phone SW type, CODEC, communication band setting unit 6.
The TV phone SW type, CODEC, and communication band receiving unit 5 receive data such as the TV phone SW type, video / audio CODEC, and communication band used for communication with the operator terminal 21 from the call center management server 7.
The TV phone SW type, CODEC, communication band setting unit 6 sets the TV phone SW type, CODEC, communication band, etc., shown in the data received from the call center management server 7, and communicates with the operator terminal 21 with the set contents. To conduct a video conference.

  Next, components of the operator terminal 21 will be described.

The configuration of the operator terminal 21 is the same as that of the customer terminal 1 as follows.
The line interface 22 is a physical interface for the IP network 9.
A PC (Personal Computer) 23 realizes TV telephone communication using the IP network 9 while managing the line interface 22, managing the transmission control procedure, managing the network connection procedure, and the like.
The PC 23 has a plurality of types of TV phone SW (Soft Wall) which is communication software for performing a TV phone communication, and the customer terminal 1 and the TV phone are used by using any one of the plurality of types of TV phones SW. Make a call.
The device 24 is a peripheral device connected to the PC 23 in order to realize TV phone communication. For example, a USB camera or a display display is applicable.
The PC 23 includes a TV phone SW type, CODEC, communication band receiving unit 25 and a TV phone SW type, CODEC, communication band setting unit 26.
The TV phone SW type, CODEC, and communication band receiving unit 25 receives data such as the TV phone SW type, video / audio CODEC, and communication band used for communication with the customer terminal 1 from the call center management server 7.
The TV phone SW type / CODEC / communication band setting unit 26 sets the TV phone SW type, CODEC, communication band, etc. shown in the data received from the call center management server 7, and communicates with the customer terminal 1 with the set contents. To conduct a video conference.

  Next, components of the call center management server 7 will be described.

The customer home PC spec detection unit 12 detects the device spec of the PC 3 of the customer terminal 1. The device specifications of the PC 3 are, for example, an operating frequency of a CPU (Central Processing Unit) mounted on the PC 3, a memory capacity, a free hard disk capacity, an OS (Operating System) type, a version, and the like. Hereinafter, the device specifications of the PC are also simply referred to as PC specifications.
The customer home NW communication speed detector 13 detects the NW communication speed of the customer's home. The NW communication speed at the customer's home is the communication band of the access network to which the customer terminal 1 is connected.
The customer home PC connection device detection unit 14 detects a device 4 such as a USB camera connected to the PC 3 of the customer terminal 1.
These customer home PC spec detection unit 12, customer home NW communication speed detection unit 13, and customer home PC connection device detection unit 14 are examples of a first terminal information detection unit.

The operator PC spec detection unit 27 detects the device spec of the PC 23 of the operator terminal 21. The device specifications of the PC 23 are, for example, an operating frequency of a CPU mounted on the PC 23, a memory capacity, a free hard disk capacity, an OS type, a version, and the like.
The operator NW communication speed detection unit 28 detects the NW communication speed at the place where the operator is located (SOHO or the like). The NW communication speed at the place where the operator is located is the communication band of the access network to which the operator terminal 21 is connected.
The operator PC connection device detection unit 29 detects a device 24 such as a USB camera connected to the PC 23 of the operator terminal 21.
The operator PC spec detection unit 27, the operator NW communication speed detection unit 28, and the operator PC connection device detection unit 29 are examples of a second terminal information detection unit.
The operator PC spec detection unit 27, the operator NW communication speed detection unit 28, and the operator PC connection device detection unit 29 are operated in a geographically dispersed manner by an operator such as SOHO. This is used when the NW communication speed at the place where the is located is not uniform.
When the operator is integrated in one place and the PC specifications and NW communication speed of the operator terminal are unified, the operator PC spec detection unit 27, the operator NW communication speed detection unit 28, the operator PC connection device detection It is not necessary to use the unit 29, and the operator-side environment data storage unit 20 (to be described later) stores specified values of PC specifications, NW communication speed, and the like.

The customer-side environment data storage unit 18 is means for storing detected customer home PC specifications, NW communication speed, and customer home PC connection device data as customer-side environment data.
The necessary spec data storage unit 19 is a means for storing necessary spec data for each TV phone SW type, resolution, and video codec as necessary spec data. The necessary specification data is an example of software condition information, and the necessary specification data storage unit 19 is an example of a software condition information storage unit.
The operator-side environment data storage unit 20 is means for storing the specifications of the PC used by the operator, the NW communication speed, and the data of the PC connection device as operator-side environment data.

FIG. 3 shows an example of customer-side environment data stored in the customer-side environment data storage unit 18.
In the customer environment data, collected by the customer home PC spec detection unit 12, the customer home NW communication speed detection unit 13, and the customer home PC connection device detection unit 14 for each customer (for each IP address of the PC 3 of the customer terminal 1). PC3 device specifications (OS type, version, CPU operating frequency, memory capacity, hard disk space, graphic board performance, video capture device performance, browser SW version, etc.), access network transmission direction (upload) Communication band, access network reception direction (download) communication band, and connected device (USB camera performance).

FIG. 4 shows an example of necessary spec data stored in the necessary spec data storage unit 19.
Necessary specification data is required for each TV phone SW (communication software), such as required PC device specifications (OS type, version, CPU operating frequency, memory capacity, hard disk space, graphic board performance, video capture device) Performance, SW version of browser, etc.), access network communication bandwidth, connection device (USB camera performance) conditions, and the resolution, frame rate and video of video information when the TV phone SW is executed The type of codec is shown.
Also, the required specifications for the communication band shown in FIG. 4 may be managed separately for the required specifications for the upload communication band and the required specifications for the download communication band. In this case, in the flow of FIG. 2 to be described later, the target communication software is determined by comparing the upload communication band and download communication band of the customer's access network with the required specifications of the upload communication band and the download communication band. The operator terminal 21 to be the communication partner of the customer terminal 1 is determined by comparing the upload communication band and download communication band of the operator access network with the required specifications of the upload communication band and the download communication band.

FIG. 5 shows an example of operator-side environment data stored in the operator-side environment data storage unit 20.
In the operator-side environment data, the PC 23 devices collected by the operator PC spec detection unit 27, operator NW communication speed detection unit 28, and operator PC connection device detection unit 29 for each operator (for each IP address of the PC 23 of the operator terminal 21). Specifications (OS type, version, CPU operating frequency, memory capacity, hard disk space, graphic board performance, video capture device performance, SW version of browser, etc.), access network transmission direction (upload) communication bandwidth The communication band in the receiving direction (download) of the access network and the connected device (USB camera performance) are shown.

TV phone SW type, CODEC, communication band determination unit 15 according to specifications of customer home PC 3, NW communication speed, device 4 connected to customer home PC 3, required specifications for each TV phone SW type / resolution / video CODEC Then, the TV phone SW used for the TV phone, the resolution, the frame rate, the video codec, the communication band, etc. are selected.
That is, the device specifications of the PC 3 of the customer terminal 1, the communication band of the access network, and the device specifications detected by the customer home PC specification detection unit 12, the customer home NW communication speed detection unit 13, and the customer home PC connection device detection unit 14 Based on the conditions of the PC device specifications, the access network communication band conditions and the device specification conditions for each TV phone SW indicated in the necessary specification data, the PC 3 apparatus specifications, access network communication bands and devices of the customer terminal 1 Select any TV phone SW that satisfies the above specifications as the target communication software, and select the resolution, frame rate, video codec, communication band, etc. associated with the target communication software .
The TV phone SW type, CODEC, and communication band determination unit 15 are examples of software selection units.

The operator selection unit 16 selects an operator to be assigned to a customer according to the customer side environment data and the operator side environment data.
That is, the device specifications of the PC 23 of the operator terminal 21, the communication band of the access network, the device specifications, and the necessary specification data detected by the operator PC specification detection unit 27, the operator NW communication speed detection unit 28, and the operator PC connection device detection unit 29 The device specifications of the PC 23, the access network communication band, and the device specifications are based on the TV phone SW type based on the conditions of the PC device specifications, the access network communication band conditions, and the device specification conditions for each TV phone SW shown in FIG. , CODEC, selected as an operator terminal (second communication terminal device to be communicated) with which one of the operator terminals 21 that satisfies the conditions of the communication software to be used for use selected by the communication band determining unit 15 is communicated with the customer terminal 1 To.
The operator selection unit 16 is an example of a terminal selection unit.

The TV phone SW type, CODEC, communication band notification unit 17 notifies the customer terminal 1 and the operator terminal 21 of the operator assigned to the customer of the selected TV phone SW type, resolution, frame rate, video codec, communication band, etc. To do.
In other words, the TV phone SW type / CODEC / communication band notification unit 17 notifies the customer terminal 1 of the TV phone SW type / CODEC / communication band determination unit 15 to select the communication software to be used and the operator selection. The operator 16 is instructed to communicate with the operator terminal 21 selected by the unit 16 using the usage target communication software, and notifies the resolution, frame rate, video codec, communication band, and the like when the usage target communication software is executed.
In addition, the TV phone SW type, CODEC, communication band notification unit 17 uses the TV phone SW type, CODEC, communication band determination unit for use target communication with respect to the operator terminal 21 selected by the operator selection unit 16. The software is notified, the customer terminal 1 is instructed to communicate using the usage target communication software, and the resolution, frame rate, video codec, communication band, etc. when the usage target communication software is executed are notified.
The TV phone SW type, CODEC, and communication band notification unit 17 are examples of a first notification unit and a second notification unit.

Next, the operation of the communication system according to the present embodiment will be described with reference to FIG.
When the customer browses the homepage of the call center company from the PC 3 of the customer terminal 1 at home via the IP network 9 or clicks the URL (Uniform Resource Locator) of the business to receive the service, the customer connects to the call center management server 7 The request is notified.
In the call center management server 7, the connection request of the customer terminal 1 is received, the customer home PC spec detection unit 12 detects and measures the specifications of the customer PC 3, and the customer home NW communication speed detection unit 13 communicates with the customer's access network. The customer home PC connection device detection unit 14 detects and measures the speed, detects and measures the data of the device 4 connected to the customer's PC 3, and stores the detection and measurement result in the customer side environment data storage unit 18. (Step S001) (first terminal information detection step).

Detection and measurement of customer PC3 spec by customer home PC spec detection unit 12, detection and measurement of communication speed of customer access network by customer home NW communication speed detection unit 13, connection of customer PC3 by customer home PC connection device detection unit 14 Detection and measurement of device data can be realized by existing methods.
For example, in the specification detection / measurement of the customer PC 3, the customer home PC specification detection unit 12 transmits an information collection program for collecting the specification information of the customer PC 3 to the customer PC 3, and the information collection program uses the specification information of the customer PC 3. The specification information of the customer PC 3 is acquired from an API (Application Program Interface) related to the collection of the customer, and the specification information is transmitted to the customer home PC specification detection unit 12.
The communication speed of the customer's access network is detected and measured by, for example, the upload communication speed requesting that the customer home NW communication speed detector 13 sends a certain amount of data to the customer PC 3 within a certain time. Then, the customer home NW communication speed detection unit 13 receives the data from the customer PC 3, and estimates the communication speed of the customer's access network upload from the amount of data received within a certain time.
In addition, for example, the customer home NW communication speed detector 13 transmits a certain amount of data to the customer PC 3 within a predetermined time, and the customer PC 3 receives data from the customer home NW communication speed detector 13. , And the customer home NW communication speed detection unit 13 is notified of the amount of data received within a predetermined time, and the customer home NW communication speed detection unit 13 accesses the customer based on the notification of the data reception amount from the customer PC 3. Estimate network download speed.
In addition, for example, the customer home PC connection device detection unit 14 transmits an information collection program for collecting information on the connection device 4 of the customer PC 3 to the customer PC 3 to collect and collect information. The program acquires the information of the connection device 4 of the customer PC 3 from the API related to the collection of the information of the connection device 4 of the customer PC 3, and transmits the specification information to the customer home PC connection device detection unit 14.

  After the customer PC 3 specification information, the access network communication speed information, and the customer PC 3 connection device 4 information are stored in the customer environment data storage unit 18, the TV phone SW type, CODEC, and communication band determination unit 15 The required specification data stored in the required specification data storage unit 19 is referred to, and the highest resolution line is selected in the required specification data. If a plurality of lines are selected, the frame rate is selected. When the highest row is selected and a plurality of rows are selected, the row with the lowest communication bandwidth is selected (step S002) (software condition information reference step).

Next, the TV phone SW type, CODEC, and communication band determination unit 15 determine whether the values of all the items of the customer in the customer-side environment data exceed the value of the required specifications of the selected row (step S003). (Software selection step) If not exceeding, selection of a row (step S004) and determination (step S003) are repeated until a higher row is selected.
In step S004, the TV phone SW type, the CODEC, and the communication band determination unit 15 select the row that is the object of comparison with the customer-side environment data, and the resolution is one among the unselected rows in the necessary spec data. If the highest row is selected and multiple rows are selected, the row with the highest frame rate is selected, and if more than one row is selected, the communication bandwidth is the highest. Select a lower row (software condition information reference step).

  If YES in step S003, that is, if the value of each item in the customer-side environment data exceeds the required specifications, the TV phone SW type, CODEC, and communication bandwidth determination unit 15 write in the corresponding line of the required specification data. The selected TV phone SW is selected as communication software to be used (step S010) (software selection step), and the data (TV phone SW type, resolution, frame rate, video / audio codec, communication band) in the row is stored. (Step S005).

  Next, the operator selection unit 16 selects a vacant operator (step S006), and the values of all the items of the selected vacant operator in the operator-side environment data of the selected operator need to be stored in the row stored in step S005. It is determined whether or not the spec value is exceeded (step S007).

Here, although not shown in FIG. 5, the operator-side environment data indicates the operator status such as before starting work, waiting on customers, idle (waiting for customers), selected, etc. for each operator. The unit 16 refers to the state of each operator in the operator side environment data and searches for an empty operator.
In addition, the operator-side environment data records the specifications of the PC 23 of the operator terminal of the operator performing the operator's work, the communication bandwidth of the access network, and information on the connected devices of the PC 23.
At the start time, the operator operates the PC 23 of the operator terminal to transmit a connection request to the call center management server 7, and in the call center management server 7 that has received the connection request from the PC 23 of the operator terminal, the operator PC specification detection unit 27 The specifications of the PC 23 of the terminal are detected and measured, the operator NW communication speed detection unit 28 detects and measures the communication speed of the access network at the operator location, and the operator PC connection device detection unit 29 is connected to the PC 23 of the operator terminal. The data of the device 24 is detected and measured, and the detection and measurement results are stored in the operator-side environment data storage unit 20.
Detection / measurement of operator PC 23 specifications by the operator PC specification detection unit 27, detection / measurement of the communication speed of the access network at the operator location by the operator NW communication speed detection unit 28, connection device of the operator PC 23 by the operator PC connection device detection unit 29 The 24 data detection / measurement may be the same as the specification of the customer PC 3, the communication speed of the customer access network, and the detection / measurement method of the connection device 4 of the customer PC 3.

Next, in the case of NO in step S007, that is, if the value of each item of the selected vacant operator does not exceed the required spec value in the row stored in step S005, the operator selecting unit 16 determines the required spec. Until a vacant operator with a value greater than is extracted, selection of a row (step S008) and determination (step S007) are repeated.
In step S008, it is determined that the operator to be compared in step S007 has been selected, and an unselected empty operator is selected.

If YES in step S007, the operator selection unit 16 selects the selected vacant operator as an operator corresponding to the customer. Note that the operator terminal of the selected operator is an example of the second communication terminal device to be communicated.
Then, the TV phone SW type, CODEC, communication band notification unit 17 sends the TV phone SW used in the TV phone communication, the resolution, the frame rate, the video / audio CODEC, the communication to the PC 3 of the customer terminal 1 and the PC 23 of the operator terminal 21. The bandwidth data (value shown in the row stored in step S005) is notified (step S009) (first notification step).

In the customer terminal 1, the TV phone SW type, CODEC, and communication band receiving unit 5 of the PC 3 receive the TV phone SW, resolution, frame rate, video / audio CODEC, and communication band data notified from the call center management server 7. The TV phone SW, the resolution, the frame rate, the video / audio CODEC, and the communication band notified by the TV phone SW type, CODEC, and communication band setting unit 6 are set.
Similarly, in the operator terminal 21, the TV phone SW type, CODEC, and communication band receiving unit 25 receive the TV phone SW, resolution, frame rate, video / audio CODEC, and communication band data notified from the call center management server 7. Then, the TV phone SW type, the CODEC, and the communication band setting unit 26 notified by the TV phone SW, the resolution, the frame rate, the video / audio CODEC, and the communication band are set.
Thereby, the TV telephone communication with the notified value is started between the customer terminal 1 and the operator terminal 21.
Note that the TV phone SW may be downloaded from the call center management server 7 to the customer's PC 3 and installed, or may be installed in the customer's PC 3 in advance.

As described above, according to the present embodiment, by determining the TV phone SW used for the TV phone, the video / audio CODEC, and the network use band for communication according to the PC specifications of the customer's home and the communication speed of the access network. It is possible to make a videophone call with the best quality between the customer and the operator.
Further, when the operator is working from home with SOHO, the operator to be assigned can be determined according to the PC specifications and the Internet communication speed of both the customer home and the operator home.

  As described above, in the present embodiment, the TV phone control method for determining the TV phone SW used in the TV phone, the resolution, the frame rate, etc. according to the specifications of the PC used by the customer has been described.

  In the present embodiment, the TV phone control method for determining the TV phone SW used in the TV phone, the resolution, the frame rate, and the like according to the communication speed of the customer side NW has been described.

  In the present embodiment, the TV phone SW for determining video / audio reception and the video / audio transmission, the resolution, the frame rate, etc. are determined according to the download communication speed and upload speed of the customer NW, respectively. The control method has been described.

  In the present embodiment, the TV phone control method for determining the TV phone SW used for the TV phone, the resolution, the frame rate, and the like according to the device connected to the PC used by the customer has been described.

  In the present embodiment, the call center device that determines the operator to be assigned according to the determined TV phone SW, resolution, frame rate, the specifications of the PC used by the operator, and the communication speed of the operator side NW has been described.

Finally, a hardware configuration example of the call center management server 7 shown in the first embodiment will be described.
FIG. 6 is a diagram illustrating an example of hardware resources of the call center management server 7 illustrated in the first embodiment.
The configuration in FIG. 6 is merely an example of the hardware configuration of the call center management server 7, and the hardware configuration of the call center management server 7 is not limited to the configuration described in FIG. Also good.

6, the call center management server 7 includes a CPU 911 (also referred to as a central processing unit, a central processing unit, a processing unit, a processing unit, a microprocessor, a microcomputer, and a processor) that executes a program.
The CPU 911 is connected to, for example, a ROM (Read Only Memory) 913, a RAM (Random Access Memory) 914, a communication board 915, a display device 901, a keyboard 902, a mouse 903, and a magnetic disk device 920 via a bus 912. Control hardware devices.
Further, the CPU 911 may be connected to an FDD 904 (Flexible Disk Drive), a compact disk device 905 (CDD), a printer device 906, and a scanner device 907. Further, instead of the magnetic disk device 920, a storage device such as an optical disk device or a memory card (registered trademark) read / write device may be used.
The RAM 914 is an example of a volatile memory. The storage media of the ROM 913, the FDD 904, the CDD 905, and the magnetic disk device 920 are an example of a nonvolatile memory. These are examples of the storage device.
A communication board 915, a keyboard 902, a mouse 903, a scanner device 907, an FDD 904, and the like are examples of input devices.
The communication board 915, the display device 901, the printer device 906, and the like are examples of output devices.

  As shown in FIG. 1, the communication board 915 is connected to a network. For example, the communication board 915 may be connected to a LAN (local area network), the Internet, a WAN (wide area network), or the like.

The magnetic disk device 920 stores an operating system 921 (OS), a window system 922, a program group 923, and a file group 924.
The programs in the program group 923 are executed by the CPU 911 using the operating system 921 and the window system 922.

The RAM 914 temporarily stores at least part of the operating system 921 program and application programs to be executed by the CPU 911.
The RAM 914 stores various data necessary for processing by the CPU 911.

The ROM 913 stores a BIOS (Basic Input Output System) program, and the magnetic disk device 920 stores a boot program.
When the call center management server 7 is started, the BIOS program in the ROM 913 and the boot program for the magnetic disk device 920 are executed, and the operating system 921 is started by the BIOS program and the boot program.

  The program group 923 stores a program for executing the function described as “˜unit” in the description of the first embodiment. The program is read and executed by the CPU 911.

In the file group 924, in the description of the first embodiment, “determination of”, “calculation of”, “comparison of”, “evaluation of”, “update of”, “setting of”, Information, data, signal values, variable values, and parameters indicating the results of the processing described as "Registering", "Selecting", etc. are stored as "~ File" and "~ Database" items. ing.
The “˜file” and “˜database” are stored in a recording medium such as a disk or a memory. Information, data, signal values, variable values, and parameters stored in a storage medium such as a disk or memory are read out to the main memory or cache memory by the CPU 911 via a read / write circuit, and extracted, searched, referenced, compared, and calculated. Used for CPU operations such as calculation, processing, editing, output, printing, and display.
Information, data, signal values, variable values, and parameters are stored in the main memory, registers, cache memory, and buffers during the CPU operations of extraction, search, reference, comparison, calculation, processing, editing, output, printing, and display. It is temporarily stored in a memory or the like.
In addition, the arrows in the flowchart described in the first embodiment mainly indicate input and output of data and signals. The data and signal values are the RAM 914 memory, the FDD 904 flexible disk, the CDD 905 compact disk, and the magnetic disk device. It is recorded on a recording medium such as a 920 magnetic disk, other optical disks, minidisks, and DVDs. Data and signals are transmitted online via a bus 912, signal lines, cables, or other transmission media.

  In addition, what is described as “˜unit” in the description of Embodiment 1 may be “˜circuit”, “˜device”, “˜device”, and “˜step”, “˜”. “Procedure” and “˜Process” may be used. That is, what is described as “˜unit” may be realized by firmware stored in the ROM 913. Alternatively, it may be implemented only by software, only hardware such as elements, devices, substrates, wirings, etc., or a combination of software and hardware, and further a combination of firmware. Firmware and software are stored as programs in a recording medium such as a magnetic disk, a flexible disk, an optical disk, a compact disk, a mini disk, and a DVD. The program is read by the CPU 911 and executed by the CPU 911. That is, the program causes the computer to function as the “˜unit” in the first embodiment. Alternatively, the computer executes the procedure and method of “˜unit” in the first embodiment.

  As described above, the call center management server 7 shown in the first embodiment includes a CPU that is a processing device, a memory that is a storage device, a magnetic disk, a keyboard that is an input device, a mouse, a communication board, and a display device that is an output device, a communication board, and the like. As described above, the function indicated as “to part” is realized by using these processing device, storage device, input device, and output device.

1 is a diagram illustrating a configuration example of a communication system according to Embodiment 1. FIG. FIG. 4 is a flowchart showing an operation example of the call center management server according to the first embodiment. FIG. 4 is a diagram illustrating an example of customer side environment data according to the first embodiment. FIG. 5 is a diagram showing an example of necessary specification data according to the first embodiment. FIG. 4 is a diagram illustrating an example of operator-side environment data according to the first embodiment. FIG. 3 is a diagram illustrating a hardware configuration example of a call center management server according to the first embodiment.

Explanation of symbols

  1 customer terminal device, 2 line interface, 3 PC, 4 device, 5 TV phone SW type, CODEC, communication band receiving unit, 6 TV phone SW type, CODEC, communication band setting unit, 7 call center management server device, 8 call center, 9 IP network, 12 Customer home PC spec detection unit, 13 Customer home NW communication speed detection unit, 14 Customer home PC connection device detection unit, 15 TV phone SW type, CODEC, communication band determination unit, 16 operator selection unit, 17 TV Telephone SW type, CODEC, communication band notification unit, 18 customer side environmental data storage unit, 19 required specification data storage unit, 20 operator side environmental data storage unit, 21 operator terminal device, 22 line interface, 23 PC, 24 device, 25 TV phone SW type, CO DEC, communication band receiving unit, 26 TV phone SW type, CODEC, communication band setting unit, 27 operator PC spec detection unit, 28 operator NW communication speed detection unit, 29 operator PC connection device detection unit.

Claims (14)

A management device connected to the first communication terminal device that communicates with the second communication terminal device using any of the communication software,
A first terminal information detection unit for detecting device specifications of the first communication terminal device;
A software condition information storage unit that stores software condition information indicating a condition of a required device specification for each communication software, and a plurality of communication software is indicated.
Based on the device specifications of the first communication terminal device detected by the first terminal information detection unit and the device specifications indicated in the software condition information, the device specification of the first communication terminal device satisfies the condition. A software selection unit that selects any communication software that satisfies the requirements as communication software to be used;
Notifying the first communication terminal device of the use target communication software selected by the software selection unit, and instructing communication with the second communication terminal device using the use target communication software And a first notification unit. The management device
Connected to a first communication terminal device for communicating video information with a second communication terminal device;
The software condition information storage unit
For each communication software, the required device spec conditions are indicated, and the software condition information indicating the resolution of the video information, the frame rate, and the type of the video codec when the communication software is executed is stored.
The first notification unit includes:
2. The resolution, frame rate, and video codec type indicated in the software condition information for the use target communication software are notified to the first communication terminal device. Management device. The first terminal information detection unit includes:
Detecting device specifications of the first communication terminal device and detecting a communication band of an access network to which the first communication terminal device is connected;
The software condition information storage unit
For each communication software, software condition information indicating a required device specification condition and a required communication bandwidth condition is stored.
The software selection unit
Based on the device specifications of the first communication terminal device detected by the first terminal information detection unit and the communication bandwidth of the access network and the device specification conditions and communication bandwidth conditions indicated in the software condition information, the first 3. The management apparatus according to claim 1, wherein any one of the communication software that satisfies the conditions of the device specification of the communication terminal device and the communication network of the access network is selected as the use target communication software. . The first terminal information detection unit includes:
Detecting a download communication band and an upload communication band as a communication band of an access network to which the first communication terminal device is connected;
The software condition information storage unit
The software condition information indicating the download communication band condition and the upload communication band condition is stored as a required communication band condition for each communication software. The management apparatus as described in. The first terminal information detection unit includes:
Detecting device specifications of the first communication terminal device, and detecting device specifications attached to the first communication terminal device,
The software condition information storage unit
For each communication software, it stores software condition information indicating the required device spec conditions and the required device spec conditions,
The software selection unit
The device specifications and device specifications of the first communication terminal device detected by the first terminal information detection unit and the device specification conditions and device specification conditions for each communication software indicated in the software condition information. 5. The communication software according to claim 1, wherein any one of the communication software that satisfies the conditions of the device specifications and device specifications of the first communication terminal device is selected as the use target communication software. The management apparatus as described in. The management device
Connected to a plurality of second communication terminal devices,
The management device further includes:
For each second communication terminal device, a second terminal information detection unit that detects device specifications of the second communication terminal device;
Based on the device specifications for each second communication terminal device detected by the second terminal information detection unit and the device specification conditions of the software for use communication indicated in the software condition information, the device specification is the use target. A terminal selection unit that selects any second communication terminal device that satisfies the conditions of the communication software as a communication target second communication terminal device;
The communication target second communication terminal device selected by the terminal selection unit is notified of the use target communication software, and communicated with the first communication terminal device using the use target communication software. The management apparatus according to claim 1, further comprising a second notification unit that instructs. The first notification unit includes:
The management apparatus according to claim 6, wherein the management apparatus instructs the first communication terminal apparatus to communicate with a communication target second communication terminal apparatus selected by the terminal selection unit. The management device
Connected to a first communication terminal device for communicating video information with a second communication terminal device;
The software condition information storage unit
For each communication software, the required device spec conditions are indicated, and the software condition information indicating the resolution of the video information, the frame rate, and the type of the video codec when the communication software is executed is stored.
The second notification unit includes:
7. The communication target second communication terminal apparatus is notified of a resolution, a frame rate, and a video codec type indicated in the software condition information for the use target communication software. 8. The management device according to 7. The second terminal information detection unit
Detecting device specifications of the second communication terminal device and detecting a communication band of an access network to which the second communication terminal device is connected;
The software condition information storage unit
For each communication software, software condition information indicating a required device specification condition and a required communication bandwidth condition is stored.
The terminal selection unit
Device specifications for each second communication terminal device detected by the second terminal information detection unit, communication band of the access network, and device specification conditions and communication bandwidth of the target communication software indicated in the software condition information Based on the above conditions, any second communication terminal device whose device specifications and access network communication band satisfy the conditions of the use target communication software is selected as the communication target second communication terminal device. The management device according to any one of claims 6 to 8. The second terminal information detection unit
Detecting a download communication band and an upload communication band as a communication band of an access network to which the second communication terminal device is connected;
The software condition information storage unit
10. Software condition information indicating download communication band conditions and upload communication band conditions is stored as a required communication band condition for each communication software. The management apparatus as described in. The second terminal information detection unit
Detecting device specifications of the second communication terminal device and detecting device specifications attached to the second communication terminal device,
The software condition information storage unit
For each communication software, it stores software condition information indicating the required device spec conditions and the required device spec conditions,
The terminal selection unit
The apparatus specifications and device specifications of the second communication terminal apparatus detected by the second terminal information detection unit and the apparatus specification conditions and device specifications of the target communication software indicated in the software condition information 2. The method according to claim 1, further comprising: selecting, as a communication target second communication terminal device, any second communication terminal device whose device specifications and device specifications satisfy the conditions of the target communication software. Item 10. The management device according to any one of Items 6 to 10. The management device
The first communication terminal device is connected to a terminal device including a computer that performs real-time communication of video and audio information with the second communication terminal device using any videophone communication software,
The software selection unit
12. The management apparatus according to claim 1, wherein any one of the videophone communication software is selected as the use target communication software. First terminal information for detecting a device specification of the first communication terminal device by a computer connected to the first communication terminal device communicating with the second communication terminal device using any of the communication software A detection step;
A software condition information reference step in which the computer refers to software condition information indicating a condition of a required device specification for each communication software, and a plurality of communication software is indicated.
The device of the first communication terminal device based on the device specification of the first communication terminal device detected by the first terminal information detection step and the device specification condition indicated in the software condition information. A software selection step of selecting any communication software whose specifications satisfy the conditions as the target communication software;
The computer notifies the first communication terminal device of the usage target communication software selected in the software selection step, and communicates with the second communication terminal device using the usage target communication software. And a first notification step for instructing to perform the terminal management method. A computer connected to the first communication terminal device that communicates with the second communication terminal device using any of the communication software,
A first terminal information detection process for detecting device specifications of the first communication terminal device;
A software condition information reference process that refers to software condition information that indicates a condition of a required device specification for each communication software, and a plurality of communication software is indicated.
Based on the device specification of the first communication terminal device detected by the first terminal information detection process and the device specification condition indicated in the software condition information, the device specification of the first communication terminal device satisfies the condition. A software selection process for selecting any of the communication software that meets the requirements as the target communication software;
Informing the first communication terminal device of the use target communication software selected by the software selection process, and instructing communication with the second communication terminal device using the use target communication software A first notification process is executed.

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