JP2009170953A - Call center apparatus - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center apparatus capable of verifying the contents of a call without tasking a manager when a trouble with a customer or a communication fault is generated. <P>SOLUTION: The call center apparatus includes a call recorder for analyzing recorded data obtained by recording the contents of a call, and when discriminating that a specific word is included in the recorded data, transmitting the recorded data and a manager's terminal for receiving the recorded data from the call recorder to reproduce the recorded data. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention acquires a plurality of operator telephones / communication terminals, audio data and / or video data exchanged between the operator telephones / communication terminals and customer telephones / communication terminals, and records data and / or video data. The call center apparatus includes a recording / recording apparatus for recording as a management terminal for managing the operator telephone / communication terminal.

  Usually, a plurality of operators are waiting in the call center and handle calls from customers. At that time, trouble may occur with the customer, or the call may be disconnected unintentionally due to a malfunction of the communication network or operator terminal.

  For example, there is known a call center device that records a call between a customer and an operator and, when a trouble or failure occurs, reproduces recorded data obtained by the recording and verifies the content of the call. In this case, each telephone terminal used by the operator is provided with a call recorder for recording the call contents, and the call contents are recorded for each telephone terminal. An audio file obtained by recording audio data obtained by recording a call between a customer and an operator is associated with an identifier such as an operator number for identifying the operator. The manager of the call center can search the voice file in which the contents of the call of the desired operator are recorded based on the operator number, and can reproduce the call based on the voice data of the obtained voice file. For example, Patent Document 1 discloses a call recording apparatus that generates and manages a voice file in which operator identification information is associated with voice data in which call contents are converted into data.

In addition, a call center device is known in which an administrator can understand the situation of an operator telephone terminal to support operator work. For example, Patent Document 2 discloses a plurality of managers displayed in a list by displaying a list of client terminal devices used by an operator under the management of the manager on a screen of a MIS (Management Information Service) terminal. A call center system is disclosed in which when a desired client terminal device is selected from among the client terminal devices, the status of the selected client terminal device is displayed on the screen of the MIS terminal. Patent Document 3 discloses means for converting an operator's transmitted voice into digital voice data, means for outputting the operator's degree of confusion based on the digital voice data, means for displaying the degree of confusion on the supporter terminal, and the like. An operator business support system in a call center is disclosed. According to the system, it is possible to reliably support an operator who needs assistance for dealing with customers.
JP 2006-94260 A JP 2006-67308 A JP 2007-4000

  However, even if a voice file associated with operator identification information is generated and managed as in the call recording device disclosed in Patent Document 1, the contents of a call are verified when a trouble or communication failure occurs with a customer. The call center administrator manually acquires information to be a search key such as an operator number, and requires a procedure for searching for an audio file, which causes a problem that the administrator is burdened.

  Further, as in the call center system disclosed in Patent Document 2, after selecting one of a plurality of operator terminals displayed on the screen, the administrator uses the selected operator terminal and the customer. In the case of a system that can grasp the content of calls between the operator and the administrator, it is impossible for the administrator to know the circumstances that caused the trouble between the operator and the customer and to take appropriate measures. There was a problem that the administrator was burdened. Even in the case of a system in which an administrator can grasp the contents of a call between an operator and a customer after the operator hesitates to deal with the customer, as in the operator business support system disclosed in Patent Document 3, There is a problem in that it is impossible to know how the trouble has occurred between the operator and the customer due to the circumstances, and the administrator is burdened for the same reason.

  The present invention has been made in view of the problems as described above, and a call center device capable of verifying the content of a call without imposing a burden on an administrator when trouble or communication failure with a customer occurs. The purpose is to provide.

  The call center device according to the present invention comprises a plurality of operator telephone terminals and / or operator communication terminals, voice data exchanged between the operator telephone terminals and customer telephone terminals, and / or the operator communication terminals and customer communication terminals. Call center apparatus including a call recording / recording apparatus that acquires video data exchanged between the two and stores it as recording data and / or recording data, and an administrator terminal that manages the operator telephone terminal and / or operator communication terminal The call recording / recording device analyzes the recording data and / or the recording data based on the recording data and / or the contents of the call represented by the recording data or the acquisition status of the recording data and / or the recording data. Recording / recording data analysis unit for obtaining the result, and the analysis result A recording / recording data transmission unit that transmits the recording data and / or the recording data to the administrator terminal, and the administrator terminal receives the recording data from the recording / recording data transmission unit and / or A recording / recording data storage unit for storing recording data; and a recording / recording data playback unit for reproducing recording data and / or recording data stored in the recording / recording data storage unit. .

  Hereinafter, embodiments according to the present invention will be described in detail with reference to the accompanying drawings.

<First embodiment>
FIG. 1 is a block diagram showing a call center device 100 according to the first embodiment together with a customer telephone terminal 200. The call center device 100 includes operator devices OP-1 to OP-n and an administrator terminal 130. The operator devices OP-1 to OP-n and the administrator terminal 130 are connected to each other via a LAN (Local Area Network) 140. The customer telephone terminal 200 is connected to the LAN 140 via a public network (not shown).

  Each of the operator devices OP-1 to OP-n includes an operator telephone terminal and a call recording device that records a call made between the operator telephone terminal and the customer telephone terminal 200. For example, the operator device OP-1 includes a call recording device 110-1 and an operator phone terminal 120-1, and the call recording device 110-1 is between the operator phone terminal 120-1 and the customer phone terminal 200. Record calls made at. The same applies to each of the operator devices OP-2 to OP-n. The call center apparatus 100 is an apparatus for performing an operator task in which an operator answers an inquiry from a customer. An incoming call from a customer telephone terminal 200 can be sent to any of the operator telephone terminals 120-1 to 120-n. There is a normal incoming call distribution means for distributing the call.

  Call recording device 110-1 includes a call recording unit 111, a recording data storage unit 112, a recording data analysis unit 113, an event notification unit 114, and a recording data transmission unit 115.

  The call recording unit 111 acquires voice data of a call made between the operator phone terminal 120-1 and the customer phone terminal 200, and stores it in the recording data storage unit 115 as recorded data, that is, records the call. To do. The call recording unit 111 starts recording when the operator telephone terminal 120-1 starts a call, and ends the recording when the call ends. The call recording unit 111 associates a unique recording data identifier with the recording data obtained by recording each call by the operator telephone terminal 120-1 so that each of the plurality of recording data can be distinguished. The data is stored in the storage unit 115. At this time, the call recording unit 111 is associated with the operator telephone terminal 120-1 so that the administrator can know who is the operator who made the call when the administrator verifies the call contents. The recorded terminal identifier and the recorded data identifier are associated with each other and stored in the recorded data storage unit 115.

  The recording data storage unit 112 stores the recording data from the call recording unit 111 in association with the recording data identifier and the terminal identifier.

  The recording data analysis unit 113 stores a specific word in advance, analyzes whether the specific word is included in the call contents represented by the recording data stored in the recording data storage unit 112, and analyzes the recording data The recording data analyzing means for obtaining the result is provided. The specific word is not limited. For example, when it is desired to verify the content of the trouble that has occurred between the operator and the customer, a word such as “I am sorry” is stored in advance. When the recording data analysis unit 113 obtains the recording data analysis result that the specific content is included in the call content represented by the recording data to be analyzed, the recording data analysis unit 113 associates the recording data with the recording data in the recording data storage unit 112. The recorded data identifier and terminal identifier are notified to the event notification unit 114 and the recording data transmission unit 115.

  In response to the recording data identifier notification from the recording data analysis unit 113, the event notification unit 114 issues an event notification to the administrator terminal 130 to transmit the recording data corresponding to the recording data identifier. The event notification unit 114 includes a terminal identifier from the recording data analysis unit 113 and information on an operator who uses the operator telephone terminal corresponding to the terminal identifier, and further indicates that a trouble has occurred between the operator and the customer, It can be transmitted by including in the event notification that it should be reproduced after receiving the recording data.

  In response to the recording data identifier notification from the recording data analysis unit 113, the recording data transmission unit 115 sends the recording data associated with the recording data identifier to the administrator terminal 130 in the recording data storage unit 112. Send.

  Each of call recording device 110-2 to call recording device 110-n has the same function as call recording device 110-1.

  The operator telephone terminal 120-1 is a normal telephone terminal used by the operator for dealing with customers. Each of operator telephone terminals 120-2 to 120-n has the same function as operator telephone terminal 120-1. Each of the operator telephone terminals 120-1 to 120-n makes a call by connecting to the customer telephone terminal 200 when the incoming call is distributed by the call distribution means provided in the call center apparatus 100.

  The administrator terminal 130 is a terminal such as a personal computer (PC) used by the administrator of the call center device 100. Administrator terminal 130 includes an event receiving unit 131, a recorded data storage unit 132, and a recorded data reproduction unit 133.

  The event receiving unit 131 receives the event notification from the event notification unit 114, and displays the content represented by the event notification on a display unit (not shown). The contents displayed here are, for example, that the recording data is transmitted from the call recording device 110-1, that a trouble has occurred between the operator and the customer, and that this should be reproduced after receiving the recording data. There are information such as the terminal identifier included in the event notification and the operator using the operator telephone terminal corresponding to the terminal identifier. The user (administrator) of the administrator terminal 130 obtains, for example, by recording and analyzing a call that has caused the trouble by using the displayed information when a trouble occurs between the operator and the customer. Since the recorded data is transmitted from the call recording device 110-1, it is possible to recognize that the content of the trouble should be verified by reproducing it after receiving the recorded data.

  The recording data storage unit 132 receives the recording data from the recording data transmission unit 115 and stores it. The recording data storage unit 132 has a so-called queue structure composed of a plurality of continuous storage regions from the head storage region to the tail storage region, and stores the recording data from the recording data transmission unit 115 in the order of reception. Accumulate sequentially from the area. Note that the recording data storage unit 132 sequentially stores recording data from each of the call recording devices 110-2 to 110-n in the order of reception.

  When the recorded data can be reproduced, the recorded data reproducing unit 133 sequentially retrieves and reproduces the recorded data stored in the recorded data storage unit 132 from the first storage area. The case where the recording data can be reproduced includes, for example, the case where the reproduction of the previous recording data is completed, and the case where there is an input permitting the reproduction start from the administrator. The administrator can verify the call contents reproduced by the reproduction.

  In addition, the administrator terminal 130 includes a user interface unit such as a keyboard and a mouse for the administrator to input various instructions, a display unit for displaying event notification contents, operator status, and the like (both shown). Z).

  The customer telephone terminal 200 is a normal telephone terminal used by a customer. The customer telephone terminal 200 issues a call connection request to the call center apparatus 100, and makes a call with one of the operator telephone terminals 120-1 to 120-n when the call connection is established. Has a normal call function.

  FIG. 2 is a flowchart showing an audio data automatic reproduction processing routine. Hereinafter, the audio data automatic reproduction process will be described with reference to FIG.

  The call recording unit 111 of the call recording apparatus 100 records a call made between the operator telephone terminal 120-1 and the customer telephone terminal 200 to obtain recording data, and the recording data, a unique recording data identifier, and The terminal identifier of the operator telephone terminal 120-1 is associated with and stored in the recording data storage unit 115 (step S101).

  The call recording unit 111 notifies the recording data analysis unit 113 that the recording data has been stored in the recording data storage unit 115 (step S102).

  The recorded data analysis unit 113 analyzes whether or not a specific word is included in the call content represented by the recorded data stored in the recorded data storage unit 112, and obtains a recorded data analysis result (step S103).

  When the recorded data analysis unit 113 determines that a specific word is included in the call content represented by the analyzed recording data (step S104), the recorded data is associated with the recorded data in the recorded data storage unit 112. The recording data identifier and the terminal identifier are notified to the event notification unit 114 and the recording data transmission unit 115 (step S105).

  In response to the recording data identifier notification from the recording data analysis unit 113, the event notification unit 114 issues an event notification to the administrator terminal 130 to transmit the recording data associated with the recording data identifier (step S1). S106). The event notification indicates that a trouble has occurred between the operator and the customer, that it should be reproduced after receiving the recording data, and that the terminal identifier from the recording data analysis unit 113 and the operator telephone corresponding to the terminal identifier Information on the operator using the terminal is also notified. The event receiving unit 131 receives the event notification from the event notification unit 114, and displays the content represented by the event notification on a display unit (not shown). Based on the displayed information, the administrator obtains other information that the recording data is transmitted.

  In response to the recording data identifier notification from the recording data analysis unit 113, the recording data transmission unit 115 sends the recording data associated with the recording data identifier to the administrator terminal 130 in the recording data storage unit 112. Transmit (step S107).

  The recording data storage unit 132 receives the recording data from the recording data transmission unit 115 of each of the call recording devices 110-1 to 110-n, and sequentially stores them from the top storage area in the order of reception (step S108). .

  The recorded data playback unit 133 starts the recorded data stored in the recorded data storage unit 132 when the recorded data can be played back, such as when there is an input permitting the start of playback from the administrator. Are sequentially extracted from the storage area and reproduced (step S109). The administrator can verify the call contents reproduced by the reproduction.

  As described above, the call center device 100 according to the present embodiment analyzes the recording data obtained by recording the contents of the call and transmits the recording data when it is determined that the recording data includes a specific word. A call recording device 110-1 and an administrator terminal 130 that receives and reproduces recording data from the call recording device 110-1. Recorded data (recorded data including specific words) whose contents are to be verified on the telephone is automatically transmitted to the administrator terminal 130 and played back. Therefore, when trouble or communication trouble with the customer occurs, the administrator Can reproduce the recording data to be verified without manually searching the recording data. As a result, the burden on the administrator related to the search for the recorded data can be reduced.

  Further, the call recording device 110-1 has recorded a call before a trouble with a customer occurs, and transmits the recording data obtained by the recording to the manager terminal 130. Thereby, the administrator can know the contents of the call before the trouble occurs, and can know the cause and the background of the trouble. Since the administrator can take an appropriate response to the customer, the burden on the administrator related to the customer response can be reduced.

<Second Embodiment>
FIG. 3 is a block diagram showing the call center device 100 according to the second embodiment together with the customer telephone terminal 200. Hereinafter, differences from the first embodiment will be mainly described.

  Call center device 100 further includes a call control server 150. The call control server 150 controls normal incoming call distribution means for distributing incoming calls from the customer telephone terminal 200 to any one of the operator telephone terminals 120-1 to 120-n, and call connection and call disconnection. Call control means. When the incoming call is distributed to the operator telephone terminal 120-1 and the call connection processing is performed, the call control server 150 issues a call start notification indicating that the call has started to the call recording device 110-1. Further, when the call disconnection process is performed, the call control server 150 issues a call end notification indicating that the call has ended to the call recording device 110-1.

  The recording data analysis unit 113 includes means for determining whether or not the call recording device 110-1 has received a call end notification from the call control server 150 every time a predetermined time has elapsed. When it is determined that the call end notification has been received, the recording data analysis unit 113 instructs the call recording unit 111 to end the call recording. When the recording data analysis unit 113 determines that the call recording device 110-1 has not received the call end notification within a predetermined time, the call recording unit 111 has recorded the call within the predetermined time to obtain the recording data. Determine whether or not. The recording data analysis unit 113 instructs the call recording unit 111 to end the call recording when the call recording unit 111 determines that the call recording unit 111 has recorded the call within a predetermined time and has not obtained the recording data.

  The call recording unit 111 starts recording a call made between the operator telephone terminal 120-1 and the customer telephone terminal 200 in response to a call start notification from the call control server 150. Further, the call recording unit 111 ends the call recording in response to the call recording end instruction from the recording data analysis unit 113 and stores the obtained recording data in the recording data storage unit 112.

  FIG. 4 is a flowchart showing an audio data automatic reproduction processing routine. Hereinafter, the audio data automatic reproduction process will be described with reference to FIG.

  The call control server 150 distributes the incoming call from the customer telephone terminal 200 to the operator telephone terminal 120-1, and issues a call start notification indicating that the call is started to the call recording apparatus 110-1 (step 201). ).

  The call recording unit 111 starts recording a call made between the operator telephone terminal 120-1 and the customer telephone terminal 200 in response to a call start notification from the call control server 150 (step 202). The call recording unit 111 continues the call recording process for a predetermined period (step 203).

  The recorded data analysis unit 113 determines whether or not the call recording device 110-1 has received a call end notification from the call control server 150 every time a predetermined time has elapsed (step 204). When it is determined that the call end notification has been received, the recording data analysis unit 113 instructs the call recording unit 111 to end the call recording. The call recording unit 111 ends the call recording in response to the call recording end instruction from the recording data analysis unit 113, and stores the obtained recording data in the recording data storage unit 112 (step 205).

  When the recording data analysis unit 113 determines that the call recording device 110-1 has not received the call end notification within a predetermined time, the call recording unit 111 has recorded the call within the predetermined time to obtain the recording data. It is determined whether or not (step 206). When the recorded data analysis unit 113 determines that the call recording unit 111 has recorded the call and obtained the recorded data within a predetermined time, no particular processing is performed, and the call recording unit 111 continues the call recording process ( Step 203).

  The recording data analysis unit 113 instructs the call recording unit 111 to end the call recording when the call recording unit 111 determines that the call recording unit 111 has recorded the call within a predetermined time and has not obtained the recording data. The call recording unit 111 ends the call recording in response to the call recording end instruction from the recording data analysis unit 113 and stores the obtained recording data in the recording data storage unit 112 in association with a unique recording data identifier. (Step 207).

  The call recording unit 111 notifies the event notification unit 114 and the recording data transmission unit 115 of the recording data identifier corresponding to the recording data obtained by recording (step S208).

  In response to the notification of the recording data identifier from the call recording unit 111, the event notification unit 114 issues an event notification to the administrator terminal 130 to transmit the recording data associated with the recording data identifier (step S209). ). The event receiving unit 131 receives the event notification from the event notification unit 114, and displays the content represented by the event notification on a display unit (not shown). Based on the displayed information, the administrator obtains other information that the recording data is transmitted.

  In response to the notification of the recording data identifier from the call recording unit 111, the recording data transmission unit 115 transmits the recording data associated with the recording data identifier to the administrator terminal 130 in the recording data storage unit 112. (Step S210).

  The recording data storage unit 132 receives the recording data from the recording data transmission unit 115 of each of the call recording devices 110-1 to 110-n, and sequentially stores them from the top storage area in the order of reception (step S211). .

  The recorded data playback unit 133 starts the recorded data stored in the recorded data storage unit 132 when the recorded data can be played back, such as when there is an input permitting the start of playback from the administrator. Are sequentially extracted from the storage area and reproduced (step S212). The administrator can verify the call contents reproduced by the reproduction.

  As described above, the call center device 100 according to the present embodiment is obtained before the occurrence of the communication failure when the call recording unit 111 determines that it is no longer possible to obtain the recorded data by recording the call due to a communication failure or the like. It includes a call recording device 110-1 that transmits recording data, and an administrator terminal 130 that receives and reproduces the recording data from the call recording device 110-1. Since recording data of a call interrupted due to a communication failure is automatically transmitted to the administrator terminal 130 and played back, the administrator manually records the recorded data when verifying the content of the call when a communication failure occurs. The recorded data to be verified can be played back without searching for. As a result, the burden on the administrator related to the search for the recorded data can be reduced.

<Third embodiment>
FIG. 5 is a block diagram showing the call center device 100 according to the third embodiment together with the customer telephone terminal 200 and the like. Hereinafter, differences from the first and second embodiments will be mainly described.

  The customer telephone terminal 200 is a normal telephone terminal connected to the call center device 100 via the public network 300. The videophone terminal 210 transmits video data obtained by imaging by an imaging unit (not shown) included in the videophone terminal 210 and receives video data from the call center device 100, in addition to the voice data transmission / reception function by telephone. It also has video data transmission / reception functions. The video phone terminal 210 is connected to the call center device 100 via the video phone network 310 and the gateway 400. The IP telephone terminal / IP videophone terminal 220 has a function of transmitting and receiving IP packets including audio data and video data to and from the call center device 100 via an IP (Internet Protocol) network 320. Hereinafter, the customer telephone terminal 200, the video telephone terminal 210, and the IP telephone terminal / IP video telephone terminal 220 are collectively referred to as an external line telephone terminal.

  Operator device OP-1 includes an operator telephone terminal 120-1, an operator communication terminal 121-1, and a camera 122-1. The operator telephone terminal 120-1 is an IP telephone directly connected to the LAN 140 or a PC connection telephone connected to the operator communication terminal 121-1 via a USB (Universal Serial Bus) or the like. The operator telephone terminal 120-1 is a telephone terminal used by the operator, and has a function of making a call with the customer telephone terminal 200. The operator communication terminal 121-1 is, for example, a personal computer (PC) or the like, and makes and receives calls in response to a user interface unit such as a keyboard and a mouse and a call outgoing / incoming instruction input from the user interface unit by the operator. And a communication control unit for controlling (none of which is shown). A camera 122-1 is connected to the operator communication terminal 121-1, and an operator can be imaged to obtain video data. The operator communication terminal 121-1 can transmit the video data obtained by the imaging toward the video phone terminal 210 or the like.

  Each of operator devices OP-2 to OP-n has the same configuration as operator device OP-1. Each of the operator devices OP-1 to OP-n does not include a call recording device, unlike the first and second embodiments. In addition, each of the operator communication terminals 121-1 to 121-n does not have a function of instructing the call recording / recording device 152 to stop call recording, and each operator issues an instruction to stop call recording / recording. It cannot be given to the communication terminals 121-1 to 121-n.

  The administrator terminal 130 is a communication that controls communication with the call control server 150 in addition to the event receiving unit 131, the recorded data reproducing unit 132, the recorded data storage unit 133, a user interface, a display unit, and the like (not shown). It includes a control unit and, if necessary, an operator-compatible telephone terminal and a camera (not shown).

  The call control server 150 includes a communication control unit 151 and a call recording / recording device 152. The communication control unit 151 has a function of performing a response to an incoming call from the customer telephone terminal 200 and guidance by transmitting voice data or video data to the customer. The call recording / recording device 152 includes a call recording / recording unit 153, a recording / recording data storage unit 154, a recording / recording data analysis unit 155, an event notification unit 156, and a recording / recording data transmission unit 157. Including.

  The call recording / recording unit 153 includes video data exchanged between the operator communication terminal 121-1 and the external telephone terminal in addition to voice data of a telephone call made between the operator telephone terminal 120-1 and the external telephone terminal. Are stored in the recording / recording data storage unit 154. At this time, the call recording / recording unit 153 associates the recording data identifier and terminal identifier unique to each recording data, and the recording data identifier and terminal identifier unique to each recording data, in association with each other. Remember me.

  The recording / recording data storage unit 154 stores the recording data from the call recording / recording unit 153 in association with the recording data identifier and the terminal identifier, and also records the recording data and the recording data from the call recording / recording unit 153. The identifier and the terminal identifier are stored in association with each other.

  The recording / recording data analysis unit 155 stores a predetermined elapsed time (hereinafter referred to as a predetermined elapsed time) in advance. As in the first and second embodiments, the call recording / recording unit 153 starts recording when the operator telephone terminal 120-1 starts a call, and records when the call ends. finish. Hereinafter, the time from the start to the end is referred to as call time. The recording / recording data analysis unit 155 monitors the acquisition status of recording data and / or recording data (hereinafter referred to as AV (Audio Video) data) by the call recording / recording unit 153, and the call time is a predetermined elapsed time. When the AV data analysis result that the AV data has been acquired is obtained even after exceeding the recording data identifier and / or recorded data associated with the AV data in the recording / recording data storage unit 154 The identifier (hereinafter referred to as AV data identifier) and the terminal identifier are notified to the event notification unit 156 and the recording / recording data transmission unit 157.

  In response to the notification of the AV data identifier from the recording / recording data analysis unit 155, the event notification unit 156 has trouble in transmitting the AV data corresponding to the AV data identifier or in a call between the customer and the operator. An event notification such as that to the effect is issued to the administrator terminal 130.

  In response to the notification of the AV data identifier from the recording / recording data analysis unit 155, the recording / recording data transmission unit 157 receives the AV data associated with the AV data identifier in the recording / recording data storage unit 154. Is transmitted to the administrator terminal 130. The recording / recording data transmission unit 157 can also transmit the recording / recording data to the administrator terminal 130 after waiting for a recording / recording stop instruction from the administrator terminal 130.

  In addition, the call control server 150 implements an ACD (Automatic Call Distribution) unit that distributes telephone calls from customers to appropriate operators, and a SIP (Session Initiation Protocol) function that controls calls using VoIP (Voice over Internet Protocol). The SIP unit includes a unified message unit (none of which is shown) that centrally manages communication data of different media such as telephones and personal computers and performs message processing based on the communication data. In addition, the call control server 150 is stored in an IVR (Interactive Voice Response) IVR unit that automatically responds to a customer, a data storage unit that stores voice data and video data used for IVR processing, and a data storage unit. A data mixing unit that selects and combines appropriate data from the existing audio data and video data, an audio / video data control unit that controls processing related to these audio data and video data (none of which are shown).

  FIG. 6 is a sequence diagram showing an AV data automatic reproduction process when an abnormality is detected. Hereinafter, the AV data automatic reproduction process when abnormality is detected will be described with reference to FIG.

  The call control server 150 receives a call from the external telephone terminal (step S301). The communication control unit 151 responds to the outside line telephone terminal in response to the call (step S302). The IVR unit (not shown) performs an automatic IVR response by transmitting audio data and video data to the outside line telephone terminal (step S303). The communication control unit 151 transmits a calling guidance indicating that the calling is being performed by voice or video data transmission to the outside line telephone terminal (step S304).

  The ACD unit (not shown) performs ACD processing for assigning an incoming call to any one of the operator devices OP-1 to OP-n (step S305). Here, it is assumed that the incoming call is assigned to the operator device OP-1. The communication control unit 151 notifies the operator communication terminal 121-1 that an incoming call has been received (step S306). The operator communication terminal 121-1 responds to the communication control unit 151 in response to the notification (step S307). The communication control unit 151 performs call connection between the operator communication terminal 121-1 and the external line telephone terminal according to the response. A call between the operator communication terminal 121-1 and the external telephone terminal is started from the time when the call connection is established (step S308). The communication control unit 151 establishes the call connection and notifies the call recording / recording unit 153 that the operator communication terminal 121-1 is connected to the external telephone terminal.

  The call recording / recording unit 153 starts recording a call in response to the notification (step S309). The call recording / recording unit 153 holds AV data from the current time point when recording / recording to a past time point that is back by a certain recording / recording time, and stores AV data from the recording / recording start time point to the past time point. Erase from time to time. By erasing the old AV data while retaining the AV data from the current time to the past time, it is possible to check the contents of the call without reproducing the AV data and reproducing the AV data later. Note that the call recording / recording unit 153 stops the erasure process when a call time excess determination process is performed by a recording / recording data analysis unit 155 described later.

  The recording / recording data analysis unit 155 monitors the acquisition status of the recording data by the call recording / recording unit 153, and when the call time from the call start time to the current time exceeds a predetermined elapsed time, the recorded data is recorded. A call time excess determination process is performed to determine whether or not it has been acquired (step S310). The recording / recording data analysis unit 155 stores the AV data in the recording / recording data storage unit 154 when an AV data analysis result indicating that AV data has been acquired even after the call time exceeds a predetermined elapsed time. The AV notification identifier and terminal identifier associated with the data are notified to the event notification unit 156 and the recording / recording data transmission unit 157.

  In response to the notification of the terminal identifier from the recording / recording data analysis unit 155, the event notification unit 156 notifies the administrator terminal 130 of an abnormality occurrence to the effect that a trouble has occurred in a call at the operator telephone terminal corresponding to the terminal identifier. (Step S311). Usually, when a trouble occurs between a customer and an operator, since the number of exchanges for solving the trouble increases, the call time tends to be longer. In view of such circumstances, when the recorded data is acquired even after the call time exceeds a predetermined elapsed time, that is, when the call continues for a long time, an abnormality occurrence notification is issued. Yes.

  The event receiving unit 131 of the administrator terminal 130 receives the abnormality occurrence notification from the event notification unit 156 and displays the content represented by the notification, that is, that a telephone trouble has occurred on a display unit (not shown). The administrator knows that a trouble has occurred from the content of the displayed abnormality occurrence notification, and gives a recording / recording stop instruction to a user interface (not shown) provided in the administrator terminal 130. The administrator terminal 130 transmits the instruction to the call control server 150 (step S312).

  The call recording / recording unit 153 stops the recording / recording of the call in response to the recording / recording stop instruction from the administrator terminal 130 (step S313). Here, it is assumed that the administrator gives a recording / recording stop instruction before the call ends and the call ends after the recording / recording stop (step S314), but the administrator gives a recording / recording stop instruction after the call ends. May be. In this case, AV data up to the end of the call can be obtained. In addition, even when the administrator does not give a recording / recording stop instruction, recording data / recording data up to the end of the call can be obtained. The recording / recording data transmission unit 157 waits for a recording / recording stop instruction from the administrator terminal 130 and associates it with the AV data identifier from the recording / recording data analysis unit 155 in the recording / recording data storage unit 154. The transmitted AV data is transmitted to the administrator terminal 130 (step S315). The recorded data during the AV data erasure time shown in FIG. 6 has been erased, and AV data having the AV data retention time is transmitted.

  The recording data accumulation unit 132 receives the AV data from the recording / recording data transmission unit 157, and accumulates the AV data sequentially from the top accumulation area in the order of reception (step S316). The recorded data playback unit 133 starts the recorded data stored in the recorded data storage unit 132 when the AV data can be played back, such as when there is an input permitting the start of playback from the administrator. Are sequentially extracted from the storage area and reproduced (step S317). The administrator can verify the call contents reproduced by the reproduction. The call recording device 110 performs the same processing as that when the operator device OP-1 makes a call even when any of the operator devices OP-2 to OP-n makes a call.

  FIG. 7 is a sequence diagram showing an AV data automatic reproduction process when no abnormality is detected. The AV data automatic reproduction process when no abnormality is detected will be described below with reference to FIG. Steps S401 to S409 are processed in the same manner as steps S301 to S309 described above. If the call between any of the operator telephone terminals 120-1 to 120-n and the external telephone terminal is terminated before the call time reaches the predetermined elapsed time (step S410), an abnormality to the manager terminal 130 is detected. Notification and transmission of AV data are not performed, recording / recording is stopped at the end of the call, the obtained AV data is erased (step S411), and the process ends.

  As described above, the call center device 100 according to the present embodiment performs the recording when it is determined that the call time becomes long due to a trouble occurring between the customer and the operator and the call time exceeds a predetermined elapsed time. / A call recording device 110 that transmits AV data obtained up to the end of recording, and an administrator terminal 130 that receives and reproduces the recording data from the call recording device 110. Since the recorded data of the call whose call time has become longer is automatically sent to the administrator terminal 130 and played back, the administrator manually searches the recorded data when verifying the content of the call when trouble occurs. The recorded data to be verified can be played back without having to do so. As a result, the burden on the administrator related to the search for the recorded data can be reduced.

  In addition, the call recording device 110 records / records a call before trouble occurs with a customer, and transmits AV data obtained by the recording / recording to the administrator terminal 130. Thereby, the administrator can know the contents of the call before the trouble occurs, and can know the cause and the background of the trouble. Since the administrator can take an appropriate response to the customer, the burden on the administrator related to the customer response can be reduced.

It is a block diagram showing a call center apparatus. It is a flowchart showing an audio | voice data automatic reproduction | regeneration processing routine. It is a block diagram showing a call center apparatus. It is a flowchart showing an audio | voice data automatic reproduction | regeneration processing routine. It is a block diagram showing a call center apparatus. It is a sequence diagram showing AV data automatic reproduction | regeneration processing when abnormality is detected. It is a sequence diagram showing AV data automatic reproduction processing when abnormality is not detected.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Call center apparatus 110-1 to 110-n, 110 Call recording apparatus 111 Call recording part 112 Recording data storage part 113 Recording data analysis part 114 Event notification part 115 Recording data transmission part 120-1 to 120-n Operator telephone terminal 121- 1-121-n Operator communication terminals 122-1 to 122-n Camera 130 Administrator terminal 131 Event reception unit 132 Recording data reproduction unit 133 Recording data storage unit 140 LAN
150 Call Control Server 151 Communication Control Unit 152 Call Recording / Recording Device 153 Call Recording / Recording Unit 154 Recording / Recording Data Storage Unit 155 Recording / Recording Data Analysis Unit 156 Event Notification Unit 157 Recording / Recording Data Transmission Unit 200 Customer Telephone Terminal 210 Video phone terminal 220 IP phone terminal / IP video phone terminal 300 Public network 310 Video phone network 320 IP network 400 Gateway OP-1 to OP-n Operator device

Claims (6)

Multiple operator telephone terminals and / or operator communication terminals, audio data exchanged between the operator telephone terminals and customer telephone terminals, and / or video data exchanged between the operator communication terminals and customer communication terminals A call recording / recording device that acquires and stores the recorded data and / or recorded data as recorded data, and an administrator terminal that manages the operator telephone terminal and / or operator communication terminal,
The call recording / recording device comprises:
A recording / recording data analysis unit that obtains a recording data and / or an analysis result of the recording data based on a call content represented by the recording data and / or the recording data or an acquisition situation of the recording data and / or the recording data;
A recording / recording data transmission unit that transmits the recording data and / or the recording data to the administrator terminal according to the analysis result,
The administrator terminal is
A recording / recording data storage unit for storing recording data and / or recording data from the recording / recording data transmission unit;
A call center device comprising: recording data stored in the recording / recording data storage unit and / or a recording / recording data playback unit for playing back the recorded data. The recording / recording data analysis unit determines the result obtained by determining whether or not a specific word is included in the call content represented by the recording data and / or the recording data as the analysis result,
The recording / recording data transmission unit transmits the recording data and / or the recording data to the manager terminal in accordance with an analysis result indicating that the specific word is included in the call content. The call center device according to claim 1. The recording / recording data analysis unit determines a result obtained by determining whether the recording data and / or the recording data is obtained within a predetermined acquisition time as the analysis result,
The recording / recording data transmission unit is configured to record the recording data and / or the recording data and / or the analysis result of the recording data indicating that the recording data and / or the recording data is not obtained within the predetermined acquisition time. The call center apparatus according to claim 1, wherein the recorded data is transmitted to the manager terminal. The recording / recording data analysis unit determines whether the recording data and / or the recording data has been obtained over a predetermined elapsed time as the analysis result,
The recording / recording data transmission unit is configured to record the recording data and / or the recording data and / or the analysis result of the recording data to the effect that the recording data has been obtained over the predetermined elapsed time. The call center apparatus according to claim 1, wherein the recorded data is transmitted to the manager terminal. The call / recording / recording apparatus includes an event notification unit that issues an event notification to the administrator terminal according to the analysis result,
The call center device according to claim 1, wherein the manager terminal includes an event notification receiving unit that receives the event notification and displays a content of the event notification.   The event notification indicates that the recording data and / or the recording data is to be transmitted, that the recording data and / or the recording data is to be reproduced, and that there is an abnormality in the call between the operator telephone terminal and the customer telephone terminal. 6. The call center device according to claim 5, wherein the notification includes at least one of the detected facts.

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