JP2010068341A - Call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system which enables monitoring of a telephone call without deteriorating voice nor concentrating loads on a specific apparatus. <P>SOLUTION: An IP telephony server 1 includes a voice transfer packet processing part 14, and a client terminal includes: a voice transfer packet processing part 54; a decoding processing part 56 of voice data of a voice transfer packet transferred from the IP telephony server 1; and an encoding processing part 57 which encodes the input voice data to generate the voice transfer packet. In addition, in monitoring, the monitoring is performed by acquiring duplicate of the voice transfer packet in voice transfer packet processing and transferring the duplicate to a monitoring request source by the IP telephony server 1. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call center system constructed based on an IP telephony server and CTI (Computer Telephony Integration), and more particularly to a call center system that enables monitoring of a call.

  In a call center using VoIP (Voice over Internet Protocol) technology, when a third party such as an operator manager monitors a call between a customer and an operator, an IP (Internet Protocol) telephone conference system or the like is used. In this case, the customer and the operator, who is the receptionist, make a call using the telephone conference, and the third party, who is the monitoring person, participates in the telephone conference and does not transmit, but only receives the call. Is possible.

According to Patent Document 1, by setting conference connection for at least three telephones to be called, call voice data is once transmitted to one conference trunk device in the network. In the conference trunk apparatus, there is disclosed an example of an IP conference telephone system that performs a conference call by relaying received voice data and multicasting the voice data to three parties.
JP 2000-349756 A

  When making a call over a public network using a conventional analog telephone, a voice processing board is installed in a server with a PBX (Private Branch eXchange) function installed in the call center, and the voice data during the call It was necessary to perform the conversion process. Therefore, when a third party monitors a call between a customer and an operator, in addition to a normal call conversion process, the voice of the customer and the operator is converted and synthesized for monitoring, and then converted into voice data again. Processing such as forwarding to a person was necessary. As a result, the load on the server increases, and there is a possibility that the processing of the entire system may be hindered.

  Further, when a call is made via an IP communication network using an IP telephone, an IP telephone conference system is used by a third party to monitor a call between a customer and an operator as described in Patent Document 1 above. There is a way to do it. However, even when using the IP teleconference system as described above, the conference trunk device once decodes the received customer and operator voice packets and synthesizes them, then encodes them again, converts them into voice packets, and multicasts them. ing. As a result, since the decoding and encoding processes for the audio data are repeated, the audio quality may be deteriorated. Also, when monitoring multiple calls at the same time, the conference trunk device that performs the relay will perform decoding, voice synthesis, and encoding processing for the multiple conference calls, and the load is concentrated and the entire system is trusted. There was a case where there was a problem with sex.

  The present invention has been made in view of the above points, and enables call monitoring in a call center system using VoIP technology without degrading voice and without concentrating a load on a specific device. An object is to provide a call center system.

  In order to solve the above-described problems, the present invention includes an ACD server that collects and manages client status and provides callable client information for connectable client destination queries from an IP telephony server. In addition, it connects to the communication network and the ACD server, performs call connection between the telephone connected to the communication network and the connectable client terminal provided from the ACD server, and performs call control between the telephone and the client terminal. An IP telephony server is provided. Furthermore, it is assumed that the call center system includes a plurality of client terminal devices connected to the IP telephony server. The IP telephony server includes a voice transfer packet processing unit that transfers the voice transfer packet transmitted from the telephone to the client terminal apparatus and transfers the voice transfer packet transmitted from the client terminal apparatus to the telephone. In addition, a decoding processing unit for voice data of a voice transfer packet transferred from the IP telephony server to the client terminal device, an encoding processing unit for generating voice transfer packet by encoding the voice data input to the client terminal device, A voice transfer packet processing unit that transmits and receives voice transfer packets to and from the IP telephony server is provided.

  In addition, the voice transfer packet processing unit of the IP telephony server includes a monitoring processing unit, and a monitoring request is sent from the first client terminal device to the IP telephony server, thereby monitoring the call between the telephone and the second client terminal device. I do. In the monitoring processing unit of the voice transfer packet processing unit of the IP telephony server, a copy of the voice transfer packet transmitted from the telephone is acquired during a call between the telephone and the second client terminal device, and the acquired voice transfer packet is copied Is transferred to the first client terminal device. Further, a copy of the voice transfer packet transmitted from the second client terminal device is acquired, and the acquired copy of the voice transfer packet is transferred to the first client terminal device. Then, in the first client terminal device, monitoring is performed by decoding a copy of the voice transfer packet transferred from the IP telephony server.

  In this way, by providing the voice transfer packet decoding and encoding processing unit on the client terminal device side, the load on the IP telephony server during a call can be reduced.

  According to the present invention, it is not necessary to perform voice data conversion processing in the IP telephony server during a call between the telephone and the client terminal device, so that the load on the IP telephony server can be reduced. Furthermore, in the processing related to monitoring, the IP telephony server can be realized by acquiring a copy of the voice transfer packet of the monitoring target telephone and the client terminal device and transferring it to the monitoring request source. As a result, the load on the IP telephony server at the time of monitoring can be greatly reduced, and voice data conversion processing can be minimized, so that deterioration of voice data can be prevented.

  Hereinafter, an embodiment of the present invention will be described with reference to the accompanying drawings.

  FIG. 1 shows a configuration example of a call center system as an embodiment of the present invention. The call center system 10 of the present invention includes an IP telephony server 1, an ACD (Automatic Call Distribution) server 2, an administrator terminal device 3, an operator terminal device 4, and a database 7, each of which has a communication line such as a LAN 8. Connect through. The IP telephony server 1 is connected to an IP communication network 60 to which an IP telephone 70 such as a customer is connected, receives a call from the customer, and connects to an administrator terminal device or an operator terminal device that is a client terminal device. Make a voice call.

  The IP telephony server 1 is an IP-UnPBX (Internet Protocol UnPrivate Branch eXchange) that functions as a private branch exchange (PBX). The IP-UnPBX is a device that performs circuit switching of an IP telephone terminal in an IP network, and a function such as PBX is realized by software and installed in a computer such as a PC (personal computer) server. Previously, a voice processing board was installed in the server and voice conversion processing was performed during a call. In this example, voice data during a call is transferred without conversion processing without using the voice processing board. Therefore, the server load can be reduced.

  The IP telephony server 1 is equipped with a function for connecting a call from the customer's IP telephone 70 to the operator and managing the call. When a call from the customer received via the IP communication network 60 is received, the ACD server 2 Request connection destination inquiry. When the information of the operator who can make a call is received from the ACD server 2, the call control between the received operator and the customer is performed. The internal configuration of the IP telephony server 1 is shown in FIG. 2 and will be described in detail later.

  In this example, the IP telephony server 1 is configured to receive a call from the IP telephone 70 via the IP communication network 60. However, a conventional analog telephone can also be connected via the public line network. You can also receive calls. In that case, it implement | achieves as a structure which connects with a public network via apparatuses, such as a gateway.

  The ACD server 2 includes an ACD call distribution processing unit 21, an ACD operator management unit 22, and an ACD resource management unit 23. The ACD operator management unit 22 manages the status of the operator and updates information in the ACD login status management table via the ACD resource management unit 23. Upon receiving the connection destination inquiry request from the IP telephony server 1, the ACD call distribution processing unit 21 refers to the ACD login state management table and the operator information management table managed by the ACD resource management unit 23, and is currently connected. Determine the operator. Then, information on connectable operators is transmitted to the IP telephony server 1, and the status information of the operators in the ACD login status management table is updated. Since the ACD server 2 is the same as the conventional function, detailed description is omitted.

  The administrator terminal device 3 and the operator terminal device 4 are client terminal devices of the IP telephony server 1, such as a personal computer (PC), a display device such as a monitor, an input device such as a keyboard and a mouse, a speaker, a microphone, and the like. A communication device is provided. The manager terminal device 3 and the operator terminal device 4 can be operated by a supervisor or operator based on information displayed on the display device, etc., and information and inquiries of customers who have made calls While displaying information such as the target product on the screen of the display device, etc., it is configured to be able to make a call with the customer.

  The administrator terminal device 3 is a terminal device operated by an administrator of the operator, and incorporates the IP telephone reception processing unit 5A and the operator state management unit 6 into the terminal device configured as described above, and performs processing such as calling and operator management.

  The operator terminal device 4 is a terminal device operated by an operator, and incorporates the IP telephone reception processing unit 5B in the terminal device having the above-described configuration, and performs operator call processing and the like. The IP telephone reception processing unit 5B is the same as the IP telephone reception processing unit 5A incorporated in the administrator terminal device 3. FIG. 3 shows the internal configuration of the IP telephone reception processing unit, which will be described in detail later. In FIG. 1, the administrator terminal device 3 and the operator terminal device 4 are each configured as one unit, but may be configured to include a plurality of units. Since the call center system is usually configured to include a plurality of operator terminal devices, the following description will be made assuming that there are a plurality of operator terminal devices.

  The database 7 registers call center operation information such as customer information and contents of inquiries from customers.

  FIG. 2 shows an internal configuration example of the IP telephony server 1 as an embodiment of the present invention. The IP telephony server 1 includes a resource management unit 11, a call control protocol / dedicated message processing unit 12, a call control protocol / dedicated message transmission / reception unit 13, a voice transfer packet processing unit 14, and a voice transfer packet transmission / reception unit 15. Furthermore, an audio file reproduction processing unit 16, a recording processing unit 17, and LAN interfaces 18A and 18B are provided. Each processing unit will be described below.

  The resource management unit 11 is a processing unit that manages information related to operators and IP communication networks used for call control processing and the like, stores information such as IDs and addresses of terminal devices, information such as line connection status and call status, to manage. Further, when a monitoring request is received, information related to the terminal device of the monitoring rig request source is stored and managed. The resource management unit 11 includes an IP communication network resource management unit 111, an operator resource management unit 112, and a monitoring resource management unit 113.

  The call control protocol / dedicated message processing unit 12 determines a connection destination terminal device based on information received by the call control protocol / dedicated message transmission / reception unit 13 via the LAN interface 18A, and performs processing such as line connection or disconnection. Do. When inquiring to the ACD server 2 about an operator who can talk as a connection destination terminal device, a dedicated communication process is performed with the ACD server 2, and this is called a dedicated message process. Also, a call control process is performed for establishing a session for performing a call between the IP telephone and the operator terminal device or the administrator terminal device, and for disconnecting the session at the end of the call. Call control is performed using a protocol such as SIP (Session Initiation Protocol). The call control protocol / dedicated message processing unit 12 includes an IP communication network processing unit 121, an operator processing unit 122, and a monitoring processing unit 123 for each processing target.

  After the call control protocol / dedicated message processing unit 12 establishes a session, the voice transfer packet processing unit 14 exchanges voice data associated with the call over the established session. The voice transfer packet processing unit 14 includes an IP communication network processing unit 141, an operator processing unit 142, and a monitoring processing unit 143 for each processing target. When calling from the customer to the operator, first, the voice transfer packet transmitting / receiving unit 15 receives the voice transfer packet from the customer's IP telephone 70 via the LAN interface 18B. The voice transfer packet received by the voice transfer packet transmitting / receiving unit 15 is input to the IP communication network processing unit 141 to correct the header information of the voice transfer packet. After the header information is corrected, the packet is transferred to the IP telephone reception processing unit 5B of the operator terminal device 4. The header information is corrected by setting identifiers representing the IP telephone and operator terminal device with which the session is established in the transmission source and the transmission destination constituting the header information of the voice transfer packet.

  Similarly, when a call is made from the operator to the customer, the voice transfer packet transmitting / receiving unit 15 receives the voice transfer packet from the IP telephone reception processing unit 5B of the operator terminal apparatus 4 via the LAN interface 18B. The voice transfer packet received by the voice transfer packet transmitting / receiving unit 15 is input to the operator processing unit 142, the header processing is corrected by the operator processing unit 142, and then the packet is transferred to the customer's IP phone 70. Realize customer and operator calls.

  When the administrator monitors a call between a customer and an operator at the administrator terminal device 3, a monitoring request is transmitted from the operator state management unit 6 of the administrator administrator terminal device 3. The IP telephony server 1 receives the monitoring request via the call control protocol / dedicated message transmission / reception unit 13. Based on the received information, the monitoring processing unit 123 of the call control protocol / dedicated message processing unit 12 registers the connection information of the monitoring request source administrator in the monitoring resource management unit 113 of the resource management unit 11. . Then, during the subsequent voice transfer packet processing, the monitoring processing unit 143 of the voice transfer packet processing unit 14 performs monitoring processing.

  When the IP communication network processing unit 141 receives a voice transfer packet from a customer, the monitoring processing unit 143 duplicates and acquires the received voice transfer packet of the customer. Then, based on the connection information to the administrator registered in the monitoring resource management unit 113 of the resource management unit 11, the transmission destination information of the header information of the customer's voice transfer packet obtained by duplication is corrected, and the voice transfer packet transmission / reception is performed. The data is transferred to the IP telephone reception processing unit 5A of the administrator terminal device 3 via the unit 15.

  Further, when the operator processing unit 142 receives the voice transfer packet from the operator, the monitoring processing unit 143 duplicates and acquires the received voice transfer packet of the operator. Then, based on the connection information to the administrator registered in the monitoring resource management unit 113 of the resource management unit 11, the transmission destination information of the header information of the voice transfer packet of the operator obtained by duplication is corrected, and the voice transfer packet transmission / reception is performed. The data is transferred to the IP telephone reception processing unit 5A of the administrator terminal device 3 via the unit 15.

  In the above voice transfer packet processing, conventionally, voice data conversion processing has been performed, but in this example, the voice data portion of the voice transfer packet is left as it is, and only the header information is changed and transferred. Thereby, the load of the voice transfer packet processing unit 14 can be reduced. The same applies to processing related to monitoring. When the monitoring request is received from the administrator terminal device, the monitoring processing unit 143 of the voice transfer packet processing unit 14 receives the voice transfer packet of the monitoring target customer and the operator, obtains a copy thereof, and receives only the header information. Correct and transfer to the administrator terminal. Thereby, the load of the IP telephony server 1 at the time of monitoring can be reduced significantly.

  The LAN interface 18 is connected to the IP communication network 60 and is connected to the customer's IP telephone 70 via the IP communication network 60. Further, it is connected to a communication line such as a local LAN 8 and is connected to the ACD server 2, the manager terminal device 3, and the operator terminal device 4 via the local LAN 8, and exchanges call control information and voice transfer packets. In FIG. 2, the LAN interface 18A for information processed by the call control protocol / dedicated message processing unit 12 and the LAN interface 18B for information processed by the voice transfer packet processing unit 14 are shown separately. In fact, it is one device.

  The audio file reproduction processing unit 16 stores audio information such as a holding tone and an audio response message, and performs reproduction processing as necessary.

  The recording processing unit 17 records a call between the customer and the operator and stores the information. The recording is performed to record the contents of the call, and is processed according to the operation such as automatically starting recording at the start of the call or recording upon request from an operator or the like when necessary.

  FIG. 3 shows an internal configuration example of the IP telephone reception processing unit 5 as an embodiment of the present invention. The IP telephone reception processing unit 5 is installed in the administrator terminal device 3 and the operator terminal device 4 and performs processing on the terminal device side during a call in cooperation with the IP telephony server 1.

  The IP telephone reception processing unit 5 includes a resource management unit 51, a call control protocol / dedicated message processing unit 52, a call control protocol / dedicated message transmission / reception unit 53, a voice transfer packet processing unit 54, and a voice transfer packet transmission / reception unit 55. Further, a main reception audio decoding processing unit 56, a main audio encoding processing unit 57, a monitoring reception audio decoding processing unit 58, and a LAN interface 59 are provided.

  The resource management unit 51 is a processing unit that manages connection information used for call control.

  The call control protocol / dedicated message processing unit 52 performs processing such as line connection or disconnection based on information from the call control protocol / dedicated message processing unit 12 of the IP telephony server 1. Information from the call control protocol / dedicated message processing unit 12 of the IP telephony server 1 is received by the call control protocol / dedicated message transmission / reception unit 53 via the LAN interface 59, and a response process is performed on the information.

  After the call control protocol / dedicated message processing unit 52 establishes a session, the voice transfer packet processing unit 54 exchanges voice data associated with the call on the established session. The voice transfer packet processing unit 54 includes a main voice transfer packet processing unit 541 and a monitoring voice transfer packet processing unit 542. Normally, during a call with a customer, the voice transfer packet transferred from the voice transfer packet processing unit 14 of the IP telephony server 1 is received by the voice transfer packet transmitting / receiving unit 55 via the LAN interface 59. The received voice transfer packet is input to the main voice transfer packet processing unit 541, the voice data is decoded by the main received voice decoding processing unit 56, and output to the speaker, so that the operator can hear the customer's voice. On the other hand, the voice spoken by the operator is input to the main voice encoding processing unit 57 through the microphone, encoded into voice data, and input to the main voice transfer packet processing unit 541. The main voice transfer packet processing unit 541 generates a voice transfer packet using the input voice data, and transmits the voice transfer packet from the voice transfer packet transmission / reception unit 55 to the IP telephony server 1 via the LAN interface 59.

  In addition, when the administrator monitors the call between the customer and the operator at the administrator terminal device 3, the monitoring processing unit 143 of the voice transfer packet processing unit 14 of the IP telephony server 1 is used to monitor the customer and the operator. A voice transfer packet is transferred. The transferred voice transfer packet is received by the voice transfer packet transmitting / receiving unit 55. The voice transfer packet transmission / reception unit 55 transfers the received customer voice transfer packet to the main voice transfer packet processing unit 541. The main voice transfer packet processing unit 541 can listen to the voice to be monitored by decoding the received voice transfer packet of the customer by the main reception voice decoding processing unit 56, outputting to the speaker and playing it back. On the other hand, the voice transfer packet transmitting / receiving unit 55 transfers the received voice transfer packet of the operator to the monitoring voice transfer packet processing unit 542. The monitoring voice transfer packet processing unit 542 can listen to the voice to be monitored by decoding the received voice transfer packet of the operator by the monitoring reception voice decoding processing unit 58, outputting it to a speaker and reproducing it.

  As described above, in this example, the IP telephone reception processing unit 5 performs conversion processing such as decoding and encoding of the voice data of the voice transfer packet, thereby reducing the load on the IP telephony server 1. In addition, the administrator monitors the call by listening to the voices of the customer and the operator who are simultaneously reproduced by the main reception voice decoding processing unit 56 and the monitoring reception voice decoding processing unit 58. By decoding the voice data at the time of monitoring by the IP telephone reception processing unit 5 of the administrator terminal device 3, it is not necessary to convert or synthesize the voice data for monitoring, thereby preventing deterioration of the voice data. it can.

  Next, the flow of processing during a call according to an embodiment of the present invention will be described. First, processing up to the start of a call will be described.

  First, the operator 60001 and the administrator 10001 who start work operate the terminal device at their seat, log in from the login screen of the IP telephone reception processing unit 5 and activate the IP telephone reception processing unit 5, whereby the ACD server 2. Log in to Next, the operator 60001 performs incoming call waiting registration from the screen of the IP telephone reception processing unit 5.

  When the ACD operator management unit 22 of the ACD server 2 receives login requests from the operator 60001 and the administrator 10001 via the LAN 8, the ACD operator management unit 22 updates the ACD login state management table 24 managed by the ACD resource management unit 23.

  FIG. 4 shows a data configuration example of the ACD login status management table 24. The ACD login status management table 24 is a table for managing the status of each terminal device, and includes data such as a terminal ID 241, an operator ID 242, and a status 243. Based on the information received by the ACD operator management unit 22, the ACD resource management unit 23 registers the information of the operator 60001 and the administrator 10001 in the terminal ID 241 and the operator ID 242 of the ACD login status management table 24. "Middle". Next, when the ACD operator management unit 22 receives an incoming call waiting registration from the operator 60001, the state 243 of the operator 60001 in the ACD login state management table 24 is set to “standby”. In this state, the operator waits for a call from the customer.

  Next, processing from when the customer calls the call center from the IP telephone 70 to when the customer is connected to the reception operator will be described. In response to a call from the IP telephone 70, the IP telephony server 1 determines an appropriate operator terminal device and establishes a session between them, thereby making a call. FIG. 6 shows an overview of processing up to session establishment, and the flow of processing will be described with reference to FIG.

  First, by calling the call center from the customer's IP telephone 70 via the IP communication network 60, a connection request (INVITE) is transmitted from the IP telephone 70 to the IP telephony server 1 (step S1).

  When the IP telephony server 1 receives the connection request (INVITE) from the IP telephone 70 at the call control protocol / dedicated message transmission / reception unit 13, the IP telephony server 1 inputs the connection request (INVITE) to the IP communication network processing unit 121 of the call control protocol / dedicated message processing unit 12. . In response to the connection request (INVITE) from the customer, the IP communication network processing unit 121 transmits a Trying response message (100 Trying) as a provisional response to the customer's IP telephone 70 via the IP communication network 60 (step S2). Next, the IP communication network processing unit 121 registers the connection information in the IP communication network resource management unit 111 of the resource management unit 11 and makes a call request to the operator processing unit 122 of the call control protocol / dedicated message processing unit 12. Is notified (step S3). The operator processing unit 122 that has received the call request requests a connection destination client inquiry from the call control protocol / dedicated message transmission / reception unit 13 to the ACD server 2 via the LAN interface 18A (step S4).

  In the ACD server 2, the ACD call distribution processing unit 21 that has received the request from the IP telephony server 1 refers to the ACD login status management table 24 and the operator information management table 25 managed by the ACD resource management unit 23, and is currently connected. Determine possible operators. Then, the determined connectable operator information is transmitted to the IP telephony server 1 (step S5).

  FIG. 5 shows a data configuration example of the operator information management table 25. The operator information management table 25 stores information on operators and operator terminal devices, and is composed of data such as an operator ID 251, an operator name 252, a connection address 253, and an item 254. In the item 254, a plurality of other information necessary for operator management can be registered. Here, the operator ID 251 corresponds to the operator ID 242 of the ACD login state management table 24. The ACD call distribution processing unit 21 refers to the ACD login status management table 24 shown in FIG. 4, determines that the operator 60001 whose status is “standby” can be connected, and changes the status of the operator 60001 to “reserved”. . When a connectable operator is determined, information such as a connection address related to the operator 60001 is extracted from the operator information management table 25 and transmitted to the IP telephony server 1.

  When the IP telephony server 1 receives information on the connectable operator from the ACD server 2, the IP telephony server 1 inputs the information to the operator processing unit 122 of the call control protocol / dedicated message processing unit 12. Based on the received information, the operator processing unit 122 registers connection information in the operator resource management unit 112 of the resource management unit 11 and requests connection to the IP telephone reception processing unit 5 of the operator 60001 via the LAN interface 18A. (INVITE) (step S6).

  When the IP telephone reception processing unit 5 of the operator 60001 receives the connection request (INVITE) from the IP telephony server 1 by the call control protocol / dedicated message transmission / reception unit 53, the IP phone reception processing unit 5 inputs the connection request (INVITE) to the call control protocol / dedicated message processing unit 52. The call control protocol / dedicated message processing unit 52 transmits a Trying response message (100 Trying) as a provisional response to the connection request (INVITE) from the call control protocol / dedicated message transmission / reception unit 53 to the IP telephony server 1 via the LAN 8. (Step S7). Then, the call control protocol / dedicated message processing unit 52 registers the connection information in the resource management unit 51, and the operator terminal device 4 performs an output for notifying the operator of the incoming call. For example, information indicating that there is an incoming call is displayed on the screen of a display device provided in the operator terminal device 4, and a ring tone is emitted from a speaker. Thereafter, a Ringing response (180 Ringing) is transmitted to the IP telephony server 1 as a provisional response indicating that the call is being made (step S8).

  The IP telephony server 1 receives the Ringing response from the operator's IP telephone reception processing unit 5 in the operator processing unit 122 of the call control protocol / dedicated message processing unit 12, and sends an outgoing call result to the IP communication network processing unit 121 ( (Success) is notified (step S9). When receiving the notification of the transmission result (success), the IP communication network processing unit 121 transmits a Ringing response (180 Ringing) to the customer's IP telephone 70 via the IP communication network 60 (step S10). As a result, the IP telephone 70 is notified that the call is in progress.

  Next, the operator who confirms the notification of the incoming call at the operator terminal device 4 accepts the telephone by an operation such as clicking a reception button provided on the screen (step S11). When the IP phone reception processing unit 5 of the operator terminal device 4 detects a click event of the reception button, the call control protocol / dedicated message processing unit 52 sends a connection permission (200 OK) from the call control protocol / dedicated message transmission / reception unit 53. It transmits to IP telephony server 1 via LAN8 (step S12).

  When the IP telephony server 1 receives the connection permission (200 OK) from the IP telephone reception processing unit 5 of the operator terminal device 4, the IP telephony server 1 receives the connection permission (200 OK) from the operator processing unit 122 of the call control protocol / dedicated message processing unit 12. An ACK response is returned to the IP telephone reception processing unit 5 (step S13). As a result, session 1 is established between the operator control unit 122 of the call control protocol / dedicated message processing unit 12 of the IP telephony server 1 and the IP telephone reception processing unit 5 of the operator terminal device 4 (step S14).

  Next, after session 1 is established, the operator processing unit 122 of the IP telephony server 1 notifies the IP communication network processing unit 121 of a successful connection (step S15). The IP communication network processing unit 121 transmits a connection permission (200 OK) from the call control protocol / dedicated message transmission / reception unit 13 to the customer's IP telephone 70 via the IP communication network 60 (step S16).

  Upon receiving the connection permission (200 OK) from the IP telephony server 1, the customer's IP telephone 70 returns an ACK response to the IP telephony server 1 via the IP communication network 60 (step S17). Thereby, the session 2 is established between the IP communication network processing unit 121 of the call control protocol / dedicated message processing unit 12 of the IP telephony server 1 and the customer's IP telephone 70 (step S18).

  Although not shown in FIG. 6, after a session is established and a call is ready, the call control protocol / dedicated message processing unit 12 of the IP telephony server 1 sends a status change “During call” to the ACD server 2. ”Is requested. When the ACD operator management unit 22 of the ACD server 2 receives the status change request from the IP telephony server 1 via the LAN 8, the ACD operator management unit 22 sets the status of the operator in the ACD login status management table managed by the ACD resource management unit 23 to “busy” "

  Through the above processing, sessions are established between the customer's IP telephone 70 and the IP telephony server 1 and between the IP telephony server 1 and the operator terminal device 4, and calls can be made by using these sessions. .

  Next, a call process performed between the customer and the operator after the session is established and the call becomes possible will be described. FIG. 7 shows an outline of processing during a call, and the flow of processing will be described with reference to FIG.

  First, a case where a customer sends a message to an operator will be described. The customer's IP telephone 70 converts the customer's voice into a voice packet and transmits it to the IP telephony server 1 using the established session 2 (step S21).

  In the IP telephony server 1, when the IP communication network processing unit 141 of the voice transfer packet processing unit 14 receives the voice transfer packet from the customer's IP telephone 70 through the session 2, the received voice transfer packet is received by the operator processing unit 142. (Step S22). The operator processing unit 142 modifies the header information of the transferred voice transfer packet based on the operator information registered in the operator resource management unit 112 of the resource management unit 11, and uses the established session 1 to It transmits to the IP telephone reception processing unit 5 of the terminal device 4 (step S23).

  The IP telephone reception processing unit 5 of the operator terminal device 4 receives the customer voice transfer packet transmitted from the IP telephony server 1 through the session 1 by the voice transfer packet transmission / reception unit 55, and the main voice transfer of the voice transfer packet processing unit 54. Input to the packet processing unit 541. The main voice transfer packet processing unit 541 decodes the inputted customer voice transfer packet by the main received voice decoding processing unit 56 and outputs it to the speaker to reproduce the customer voice (step S24).

  Next, a case where the operator sends a message to the customer will be described. The IP telephone reception processing unit 5 of the operator terminal device 4 converts the operator's voice acquired from the microphone by the main voice encoding processing unit 57 to form a voice transfer packet (step S25). The main voice transfer packet processing unit 541 uses the session 1 and transmits the generated voice transfer packet of the operator to the IP telephony server 1 (step S26).

  In the IP telephony server 1, when the operator processing unit 142 of the voice transfer packet processing unit 14 receives the operator's voice transfer packet through the session 1, the received voice transfer packet is transferred to the IP communication network processing unit 141 (step). S27). The IP communication network processing unit 141 modifies the header information of the transferred voice transfer packet based on the IP communication network information registered in the IP communication network resource management unit 111 of the resource management unit 11 and uses the session 2 Then, it is transmitted to the customer's IP telephone 70 (step S28).

  By repeating the above processing, a call between the customer and the operator is realized.

  Next, processing when an administrator monitors a call between an operator and a customer will be described. FIG. 8 shows an overview of processing during monitoring, and the flow of processing will be described with reference to FIG. First, a process until the manager monitors the state of the operator and starts monitoring will be described.

  At the support center, if the operator's administrator monitors the operator's status and determines that there is a problem with the operator's response status, etc., it is necessary to monitor the call between the operator and the customer and check the status. Take action. As described above, the administrator terminal device 3 includes the operator state management unit 6 as a function for the administrator to manage the operator state. The operator status management unit 6 collects the status of the operator, and provides the collected information to the administrator by displaying the collected information on the display device of the administrator terminal device 3.

  FIG. 9 shows a display example of the operator state management screen 61 of the operator state management unit 6. On the operator status management screen 61, for example, information such as the operator ID, the type of business or product for which the operator is in charge, the current status such as “busy” or “standby”, and the elapsed time during the call are displayed. Are edited and displayed in the form of a list. Here, the operator state management unit 6 monitors the operator state and monitors the elapsed time during a call in order to detect an abnormality. The elapsed time is monitored by setting an inquiry threshold time (N minutes) based on the average value of response times for one normal inquiry and comparing the elapsed time with the inquiry threshold time. As a result of monitoring, when an operator who is in a call state exceeding the inquiry threshold time is detected, the operator is notified by color-changing the operator column on the operator state management screen 61. For example, as shown in FIG. 9, when the call time of the operator 60001 exceeds the threshold value N, the operator's display column is displayed in red or the like. As a result, the administrator can confirm the operator's state by displaying the operator state management screen 61, and can easily recognize the operator who has encountered a problem such as excessive call time. In this way, when it is necessary to confirm the state of the operator who has encountered a problem, monitoring of a call is started by clicking on the monitoring button 63 provided on the screen using an input device such as a mouse.

  As described above, in this example, the monitoring button 63 is provided on the operator state management screen 61, and when the administrator selects the monitoring button 63, the call between the operator and the customer is monitored. Here, the operator who has exceeded the inquiry threshold time is monitored, but in addition to the inquiry threshold time, the operator's monitoring condition is set, and the operator that matches the condition is determined to be abnormal. You may make it notify to an administrator. Further, when there are a plurality of abnormal operators, it is possible to select an operator to be monitored and perform monitoring for the selected operator. Furthermore, it is possible to perform monitoring for an arbitrary operator in which no abnormality has occurred without providing a particular condition for monitoring.

  Next, processing when monitoring is performed after the administrator selects the monitoring button 63 will be described with reference to FIG.

  First, the administrator clicks the monitoring button 63 on the operator state management screen 61 (step S31). When the operator status management unit 6 of the manager terminal device 3 detects a click event of the monitoring button 63, the operator status management unit 6 sends a monitoring request to the call control protocol / dedicated message processing unit 52 of the IP phone reception processing unit 5 of the manager terminal device 3. Is performed (step S32). Upon receiving a monitoring request from the operator state management unit 6, the IP telephone reception processing unit 5 uses the call control protocol / dedicated message transmission / reception unit 53 from the call control protocol / dedicated message processing unit 52 to transmit the IP telephony server via the LAN 8. A monitoring request is transmitted to 1 (step S33).

  In the IP telephony server 1, the monitoring request transmitted from the IP telephone reception processing unit 5 of the administrator terminal device 3 is monitored by the call control protocol / dedicated message processing unit 12 via the call control protocol / dedicated message transmission / reception unit 13. The unit 123 receives it. The monitoring processing unit 123 that has received the monitoring request registers the connection information of the administrator terminal device 3 in the monitoring resource management unit 113 of the resource management unit 11. Thereafter, in the call processing between the operator and the customer, when the voice transfer packet processing unit 14 processes the voice transfer packet of the customer and the operator, a copy of the voice transfer packet is obtained and monitored by transferring it to the supervisor. I do. In the following description, the call process between the operator and the customer is the same as the process flow already described, and thus detailed description thereof is omitted.

  First, processing when the administrator monitors customer calls will be described. When the IP communication network processing unit 141 of the voice transfer packet processing unit 14 of the IP telephony server 1 receives the voice transfer packet from the customer, it transfers it to the operator processing unit 142. At this time, the monitoring processing unit 143 obtains a copy of the customer voice transfer packet received by the IP communication network processing unit 141 (step S34). The monitoring processing unit 143 corrects the duplicated header information of the voice transfer packet of the customer based on the connection information of the administrator registered in the monitoring resource management unit 113 of the resource management unit 11. And it transmits to the IP telephone reception process part 5 of the administrator terminal device 3 via LAN8 using the voice transmission packet transmission / reception part 15 (step S35).

  The IP telephone reception processing unit 5 of the administrator terminal device 3 receives the customer voice transfer packet by the voice transfer packet transmission / reception unit 55 via the LAN 8 and transfers the received customer voice transfer packet to the main voice transfer packet processing unit 541. To do. The main voice transfer packet processing unit 541 decodes the acquired customer voice transfer packet by the main received voice decoding processing unit 56, and outputs to the speaker for reproduction (step S36). Thereby, the administrator can listen to the customer's call.

  Next, processing when the manager monitors the operator's call will be described. When the operator processing unit 142 of the voice transfer packet processing unit 14 of the IP telephony server 1 receives the voice transfer packet from the operator, the operator processing unit 142 transfers it to the IP communication network processing unit 141. At this time, the monitoring processing unit 143 obtains a duplicate of the operator voice transfer packet received by the operator processing unit 142 (step S37). The monitoring processing unit 143 corrects the duplicated and acquired operator voice transfer packet header information based on the administrator connection information registered in the monitoring resource management unit 113 of the resource management unit 11. Then, the voice transfer packet transmission / reception unit 15 is used to transmit to the IP telephone reception processing unit 5 of the administrator terminal device 3 via the LAN 8 (step S38).

  The IP telephone reception processing unit 5 of the administrator terminal device 3 receives the operator's voice transfer packet via the LAN 8 by the voice transfer packet transmission / reception unit 55, and receives the received operator's voice transfer packet to the monitoring voice transfer packet processing unit 542. Forward. The monitoring voice transfer packet processing unit 542 decodes the acquired voice transfer packet of the operator by the monitoring reception voice decoding processing unit 58, outputs it to the speaker, and reproduces it (step S39). Thereby, the administrator can listen to the operator's call.

  As described above, the manager monitors the call by simultaneously reproducing and listening to the call voices of the monitoring target customer and the operator by the processing of the independent processing units. By processing in this way, it is possible to reduce the processing load of the IP telephony server associated with monitoring, and at the same time, it is possible to prevent deterioration of the audio data by minimizing the decoding and encoding processing of the audio data.

It is a block diagram which shows the system configuration example by one embodiment of this invention. It is a block which shows the structural example of the IP telephony server by one embodiment of this invention. It is a block diagram which shows the structural example of the IP telephone reception process part by one embodiment of this invention. It is explanatory drawing which shows the data structural example of the ACD login state management table by one embodiment of this invention. It is explanatory drawing which shows the example of a data structure of the operator information management table by one embodiment of this invention. It is explanatory drawing which shows the example of a session establishment process by one embodiment of this invention. It is explanatory drawing which shows the example of a telephone call process by one embodiment of this invention. It is explanatory drawing which shows the example of a monitoring process by one embodiment of this invention. It is explanatory drawing which shows the example of an operator state management screen by one embodiment of this invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... IP telephony server, 2 ... ACD server, 3 ... Manager terminal device, 4 ... Operator terminal device, 5, 5A, 5B ... IP telephone reception process part, 6 ... Operator state management part, 7 ... Database, 8 ... LAN DESCRIPTION OF SYMBOLS 10 ... Call center system, 11 ... Resource management part, 12 ... Call control protocol / dedicated message processing part, 13 ... Call control protocol / dedicated message transmission / reception part, 14 ... Voice transfer packet processing part, 15 ... Voice transfer packet transmission / reception part, DESCRIPTION OF SYMBOLS 16 ... Audio | voice file reproduction | regeneration processing part, 17 ... Recording processing part, 18, 18A, 18B ... LAN interface, 21 ... ACD call distribution processing part, 22 ... ACD operator management part, 23 ... ACD resource management part, 51 ... Resource management part 52 ... Call control protocol / dedicated message processing unit, 53 ... Call control protocol / dedicated message transmission / reception unit, 5 ... voice transfer packet processing section, 55 ... voice transfer packet transmission / reception section, 56 ... main reception voice decoding processing section, 57 ... main voice encoding processing section, 58 ... reception voice decoding processing section for monitoring, 59 ... LAN interface, 60 ... IP Communication network, 70 ... IP phone

Claims (4)

An ACD server that collects and manages client status and provides client information that can be called in response to connectable client destination queries from an IP telephony server;
A call between a telephone connected to the communication network and the ACD server, a telephone connected to the communication network and a connectable client terminal provided from the ACD server, and between the telephone and the client terminal An IP telephony server to control,
A call center system comprising a plurality of client terminal devices connected to the IP telephony server,
The IP telephony server includes a voice transfer packet processing unit that transfers a voice transfer packet transmitted from the telephone to the client terminal device, and transfers a voice transfer packet transmitted from the client terminal device to the phone.
Decoding processing unit for voice data of a voice transfer packet transferred from the IP telephony server to the client terminal device;
An encoding processing unit that encodes audio data input to the client terminal device to generate an audio transfer packet;
A call center system comprising a voice transfer packet processing unit that transmits and receives voice transfer packets to and from the IP telephony server. The call center system according to claim 1, wherein
A voice processing packet processing unit of the IP telephony server includes a monitoring processing unit,
By making a monitoring request from the first client terminal apparatus to the IP telephony server, a copy of the voice transfer packet transmitted from the telephone is acquired during a call between the telephone and the second client terminal apparatus, and the acquired voice A copy of the transfer packet is transferred to the first client terminal device, a copy of the voice transfer packet transmitted from the second client terminal device is acquired, and a copy of the acquired voice transfer packet is acquired from the first client terminal A call center system characterized by transferring to a device. The call center system according to claim 2,
The first client terminal device includes a monitoring decoding processing unit,
A copy of the voice transfer packet from the telephone transferred from the monitoring processing unit of the voice transfer packet processing unit of the IP telephony server is decoded by the decode processing unit, and the monitoring process of the voice transfer packet processing unit of the IP telephony server A call center system in which a duplicate of a voice transfer packet transferred from a second client terminal device transferred from a monitoring unit is decoded by the monitoring decoding processing unit. The call center system according to claim 1, wherein
The first client terminal device includes an operator state management unit that monitors states of a plurality of client terminal devices connected to the IP telephony server,
The monitoring result screen by the operator status management unit is output to a display device provided in the first client terminal device, and monitoring to the IP telephony server is performed by selecting a monitoring request instruction unit provided on the monitoring result screen. A call center system characterized by making a request.

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